ComplaintsforBerthod Motors Inc

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/28/24 $10,000.00 + $300.00 in consequential charges.Diagnostic, Repair, and *********** services for a damaged vehicle.After the initial promised repair, we still had to return an additional 3 times because we were told the vehicle was repaired only for the vehicle to not function as promised. During the process, there were various times where the proper paperwork was not provided to us and the conditions of the vehicle were not explained. Overall it was an overcomplication of transactions including predatory sales practice with the result of a trade-in being paid for a 1/3 of its market value along with still needing to pay for the repairs of a vehicle that was never fixed. Because of the pressure of a larger situation we had no choice but to buy a $70,000.00 vehicle to replace the initial vehicle that was paid off only months before at half of the price. There has also been a failure to provide receipts of additional services that were supposedly charged but never proven.Since the initial events, the business has done nothing to explain or provide any type of help or reasoning for their practice.

  

  Business response

  10/21/2024

  While travelling from out of state, the 2017 Grand Cherokee came into our service department with a complaint of a Start Stop malfunction light on. We diagnosed on repair order *****D that the auxiliary and the main batteries would not pass a load test which was causing the start stop warning. Replacing both batteries and retesting to verify the start stop light was no longer coming on, as well as replacing a low beam driver's side headlight bulb came to $976.14. When the customer got the car back a new check engine light had come on for Transmission Incorrect Ratio and when the fluid was checked it was burnt. We did not charge the customer for this repair order ******. At this point we were looking at working on, or replacing the transmission which would not have been able to be done for a few days. We were able to find a new vehicle that would work for the customer. We offered $5000 for the customers existing vehicle, but since they did not have the title to it while they were travelling, we offered to send them a check once we received the title, that they would send when they got back home. Their vehicle was estimated to be only worth 5000 because of the need for transmission work and general condition. The new vehicle was sold for ********* (which had a manufacturers list price of ********) which included the vehicle, taxes and fees, less rebates all figured in. All values were reasonable and values were calculated reasonably.

  Their old vehicle did need a transmission and other reconditioning work to be done for us to be able to resell it. We did everything to help in this situation and in no way were the ****** mistreated. There is no other settlement offered.

  Customer response

  10/22/2024

  The check engine light was illuminate to and I told them my jeep only run on 1st gear.they remplace the batteries, light but never fix the trasmicion problem. And they offer me ***** for my jeep, when we were buying a new jeep the guy came back and told us he going to give us only 5000 because the costs of transmission service  that they did and for the repair of the transmission costs that they will be doing on my jeep that the cost will be more than 8000 dollars .The 5000 they send it to us  when we send the title of our jeep. 

   

    

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I were visiting ************* from ******, **. We had JUST bought our brand new 2024 Grand Jeep Cherokee from a dealer in ATX, less than a week before driving it up to ****. Our car wouldn't turn on in ****, so we had to pay OUT OF POCKET for a towing company, since Jeep wouldn't help.Upon arriving at Berthod Motors, we were so kindly greeted by ************ The manager, ***** REFUSED TO OFFER US A RIDE BACK TO OUR HOTEL IN ****. mind you, we've had a similar occurrence at our dealership in ******, where were so kindly offered a ride to our home... as this is not just a business for some, it's something they take HONOR in, which should be serving others. Thanks, *****, for not only DISCRIMINATING against your customers, BUT DENYING US THE OPPORTUNITY TO SPEAK. Thank you so, so much to ****, for providing not just excellent customer service, but immense support. And thank you SO, SO MUCH, **************, for standing up for us, & for driving us back to our hotel. After reading my Yelp review, the business Owner, named **************** responded with the following: "If any time in the future you are stranded please call Jeep Roadside at ************. Your vehicle will be towed to the nearest dealer, the dealer can not call to arrange this since roadside and the tow company want to talk directly to the customer." I'm not sure what he meant, to be honest... I just hope he bothered speaking with his employees. Regardless, he never bothered to reach out and offer any assistance. Nonetheless, I can't say I expected anything better from the supposed business owner. Thankfully, my dealership in ****** was able to better guide and support my family and I. Although the issue with Berthod Motors wasn't the car failing, they did not make my life ANY easier by being rude, consistently misinforming me, and FAILING to help me in any way. I hope they are able to find a way to better aid other potential customers in the future...

  

  Business response

  09/02/2024

  While it is true that we could not offer a ride back to ******* with service staff since it is 51 miles one way and a 2 hour trip, we did look at the vehicle the day it made it to **. We diagnosed and ordered parts that day, which unfortunately were not available to us until 8/28/24 which was 3 weeks. The car is finished and customer is notified.

  The suggestion to have it called into Jeep Roadside Assistance was to avoid the need to get a ride in the first place. If roadside would have been called, they arrange for tow of the vehicle and pay for it to be towed to the nearest dealer. While we definitely understand the being stranded, it could have been avoided all together. We also could not speed up the process on getting the needed part in this case. We are sorry for the delay in finishing repairs, but they are complete now.

  Customer response

  09/03/2024

  Complaint: 22210018
  
  I am rejecting this response because: After reading your response/solution, it shows that Berthod Motors has failed me again. My reaching out to BBB was never regarding my concerns about the length of time my vehicle was in the shop, so much as being discriminated against, and feeling absolutely zero support or communication while I was trying to get answers. Like I said in my original post, at our ****** dealership, South Point Dodge has driven us to our home (numerous times), despite us living 58 miles away! And I did reach out to Roadside Assistance, and not only did they NOT pay for our towing, WE PAID OUT POCKET, and I have STILL to get reimbursed, which of course I will not take up with Berthod Motors, as I know they wont help. Again, (at least with Berthod Motors), I never inquired about the length of time it would take to get my car back, as I have immense respect and understanding for my car getting fixed, and allotting the proper care for the car. However, unfortunately, this could NOT have been avoided, since Berthod Motors IS the closest dealership to ****, *** I again, never complained about the length of time my car needed to get fixed, but I do intend to be heard, one way or another. However, after seeing that Berthod Motors CONTINUES to fail to provide any support, let alone an apologize, I can only warn others about my experience with them. 

  
  Regards,
  
  ***************************

  

  Business response

  09/05/2024

  We are uncertain how to respond because we are uncertain what the customer's request is. ******************** did give the customer a ride home once sales got an employee with time to leave for a couple of hours. Jeep Roadside arranges for the tow and pays directly to the tow company, roadside was not used. From what we can see, the customer is looking for an apology, which we are absolutely willing to offer.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new car this fall (over 30K) and it was a disappointing experience. After a few added options made available to me, it was nearly a month for the vehicle to be delivered. It appears Berthod Motors outsources some of its work to 3rd party mechanics. There was a blemished paint spot on the door when it came back from getting detailed. Had I not noticed it, Berthod would have gladly delivered me the vehicle, as it was clearly not inspected. Even worse, the party responsible for the mishap released the Vehicle back to Berthod and didn't even notice it. The car I was told, had to be sent back, the door completely removed and done from scratch - not how I would want to receive a new vehicle. I was also told by an inexperienced sales person that the vehicle could have a 2" lift kit, since spacers were not available. (apparently also installed by a 3rd party) I had to return the vehicle on 2 occasions due to popping & grinding under the vehicle. It was sent back to the 3rd party mechanics. It was over a month before they could get the car in - just to send it out again!? I was then told by the service manager "we never put lift kits on Renegades". The purpose of this complaint is to put it in writing. I have little confidence that Berthod would offer a meaningful, sustainable solution to their mistakes - only they want to preserve the sale, rather than offering solutions and prefer to sweep issues under the rug. Until the warranty ends? Other features that the NEW car offers are now not working like lane assistance, front crash alert etc. & other untimely alerts are a distraction while driving. I did have a somewhat normal conversation with the sales manager a few weeks ago who said to bring the car back in and they would send it back out. He offered me a rental (I hope he meant loaner). Horrible new car buying experience.

  

  Business response

  02/07/2024

  While we are sorry for what has been a rough experience to start, much of the extra time to get this Renegade done was in having an outside shop install aftermarket accessories. Mopar (Jeeps parts and accessory brand) does not offer a lift kit for a Jeep Renegade so the lift kit needed to be arranged and purchased outside. We will be happy to take a look at vehicle  concerns, but the ones related to the lift kit will be taken back to the outside shop that sold and installed it.
  The Lane ********* Warning and Forward ***************** systems depend on a camera that needs to be aligned/calibrated to the vehicle in relation to its surroundings and sonar sensor at the front bumper. With the lift it appears it is out of the acceptable range and is scheduled in our service department to have calibrated on 3/18/24. At that time we will know if there is enough calibration room to fix the warnings and error codes.
  The blemish in the paint was covered by warranty and needed to be repaired by a body shop. Since Berthod Motors does not have a body shop,we needed to arrange that through a local body shop, with Jeep warranty covering the repair. It did take some time to get the repair done as body shops are usually booking out 2 to 3 months in our area.
  Again we are sorry that this experience has not gone smoothly and are here to take care of maintenance and Jeep warranty issues. We will also be happy to facilitate concerns about the suspension to the local installer.

  Customer response

  02/07/2024

  Complaint: 21248677
  
  I am rejecting this response because:  

  Berthod did not offer a common sense response in my opinion.  If your service department tells me "they do not install lift kits on Renegades" - then why are you recommending to leave it on there?  Again, one can assume you just want to save the sale?  To me, it seems like the lift kit does will not work properly as I ave had to return my new car twice in a very short period heavy grinding & popping.  Again, you KNOW that lift kits don't normally go on Renegades but you still advise leaving it on there???  How long will you warranty this other shop's work?

  I propose the following common sense solution:

  -Admit to your error.

  -Have the lift kit removed.

  -Reimburse me for the lift kit / labor.

  -Certify that there was no damage/wear done to the vehicle due to this installation.

  -Completely calibrate the vehicle as you mention and ensure all works properly.

   

  Same as you would expect with the purchase of a new vehicle.

  
  Regards,
  
  *********************

  

  Business response

  02/10/2024

  We would be happy to remove the lift kit, do an alignment, recalibrate the mirror camera, and refund $1539.44 that was added to the sale for the lift kit and racks. ***** can keep the racks if he wishes. Since the lift kit is non-Mopar, we do not warrant that product and would only come with the warranty provided by the kit's manufacturer. This, we believe is the best solution since the lift kit that is made for this model, but by an aftermarket manufacturer, is not acceptable to the customer.

  Customer response

  02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me, provided they review/confirm the attached details in writing to me.
  
  Regards,
  
  *********************

  

  Business response

  02/12/2024

  I will work with our service department and the outside vendor who installed the lift, to see if we need to order any parts that need to be replaced or if this lift just simply added equipment that can be removed. Once that is done we will call to arrange a schedule to perform the removal, 4 wheel alignment and recalibration check of the camera sensor.

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business.   Berthod:  Thank you for checking on this so I know approximately the time schedule.  I do not need to keep the racks, in regards to your previous message.   Just want to make sure no damage was made to ball joints or other items while it was on.  Note to BBB: There was a few topics mentioned in my last message left unaddressed.. 

  
  Regards,
  
  *********************

  

  Business response

  02/15/2024

  I will be happy to work with ***** and will be happy to summarize what Berthod will do in the BBB portal, but we are at a point where ***** and I need to talk to set up details. Also we need to address tires that *** have been put on the Renegade, but I do not see where we did those. If there are larger tires that have been installed, removing the lift kit will not allow the tires to fit and will need to be changed back to original size tires. If ***** could call me at ************ to facilitate the details, I can then update the BBB site.

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business.  I called number given & spoke with *** and he explained a few things to me & he told me he was sharing our communication with *****.   I owe Berthod the measurements/size of current tires on the vehicle and will send that  over as soon as possible.
  
  Kind Regards,
  
  *********************

  Customer response

  02/15/2024

  Per ***** request, here is the current tire size installed on the Renegade.   Please let me know if you need anything further.

  225/55R18 102H XL ********** TRAIL

  Regards,

  Customer response

  02/20/2024

  I would like an update please.  Regards,

  *****

  Customer response

  02/27/2024

  I would like an update please - 2nd request!

  

  Business response

  02/28/2024

  Berthod Motors now has received all the parts from Mopar needed to return the suspension to factory. We would like to schedule ***** the week of March 5th to have ************** remove the lift kit, return the vehicle to original, do a 4 wheel alignment, recalibrate the forward camera. This will put the vehicle back to original (other than the tires that ***** had installed and he has confirmed are same size as original, so should work fine once the suspension is lowered). Berthod will refund the $1539.44 to *****, that was charged and financed in the deal for the lift and cargo carrier. ***** will retain the roof rails and cargo carrier that were part of that $1539.44 with no charge.

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business.   Thank You Berthod for the response.  Shall I wait for service to call me with an exact date or would you like me to call into the service department and speak to someone in regards to the target date of next week?
  
  Regards,
  *********************

  

  Business response

  03/01/2024

  I will have ***** see myself, *******************, at the Berthod Select location at *********************************************** to drop off the Renegade and get the loaner car. I have left a message for ***** to see if Monday the 4th or Tuesday the 5th work and see what time worked to do the drop off.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Jeep Wrangler Sahara from Berthod Motors in 2020 with a warranty and purchased the extended warranty. 3 weeks into owning the vehicle the check engine light, ABS stability control light illuminated and the jeep was unable to be driven greater than 40 mph. The jeep was towed to the dealership and concern was expressed about a lemon vehicle. The vehicle was deemed fixed and worked for the next year. The same exact issue has occurred 9 more times since owning this vehicle in the past 3 years. We have been stranded on the side of the road in snowy conditions on I-70 and this vehicle has been towed to the dealership for repair 9 different times without being able to be repaired. This is creating a safety issue not only for us as well as others on the busy, snowy interstate of I-70. The Jeep is still under warranty and the manufacturer states that we do no quality for lemon law or technical buy back. We tried to work with the sales department at Berthod Motors and their offer is that once the vehicle is fixed, even thought the service department has been unable to fix it after 9 attempts and it is currently being return for repair due to the same issue, that they will trade it in for dealership market value and offer 5,000 toward a new vehicle. With the inflation rates new jeep's with lesser value than ours begin at 20k more than their offer. I don't understand how I can purchase a new vehicle that is still under warranty that is unfixable and the only option I am being presented with is to spend more money at this dealership for a new vehicle. I would caution anyone in doing business with this dealership or Chrysler manufacturing.

  

  Business response

  11/24/2023

  The 2020 Jeep Wrangler has had the check engine light on a few times since February of 2023 with codes related to throttle / turbo air pressure readings. The repairs in February started around 43,000 miles and did take more than one trip to repair and complete. The most recent events started in October while Andrew and Brittany were towing their trailer and needed to be towed in which was around 53,000 miles. They have had the Jeep re-set the error codes, once while picking it up from being repaired. When we had Stellantis (Jeep) engineering direct us for the repair, we followed that up with road testing, using another vehicle being towed behind their Jeep to try to duplicate the towing of their that was behind it when this started in October. Stellantis has redirected us on repairs and this time we have put 120 miles on the Wrangler to verify a complete repair using short trips, longer trips, in town and out of town to verify.

  At the dealership level we can not re-engineer a vehicle and do rely on support from the manufacturer's engineering / support department to perform repairs. Jeep has offered $5000 trade in assistance, but the customer is currently not interested in that assistance. We will continue to be happy to look at any failure related or unrelated to these codes to have a repaired and reliable vehicle.

  Customer response

  11/27/2023

  The check engine and stability control lights came on June 5, 2020, 3 weeks after purchasing this vehicle. The vehicle was brought to Berthod Motors Service  department at this time. The same issue has continued to occur 9 more times since June of 2020 without resolution of the original issue despite more than a reasonable number of repair attempts. 

  

  Business response

  11/27/2023

  While that is true, at 763 miles on RO 71246D  the mass air flow sensor needed to be replaced, that was 42,382 miles and over 2 years prior.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a puchase agreement with Berthod Motors on February 10 2023 for a used car paying cash on February 18. The agent populated the purchase agreement using my drivers license. At no time was I asked to review the purchase agreement for their mistakes. I got a patronizing lecture about how now neither of us owes each other anything (except a license plate holder which I never received). The purchase agreement listed the wrong county for my residence. The title was sent to the wrong county which rejected it. One week before my temp plates were to expire I get a call from Berthod saying I have to sign a new contract and give them $795 for additional taxes in the correct county before they could send my title papers in. They sent me a new contract for the additional $795 which also listed the wrong county. They told me I had an opportunity to see and correct their mistake on our binding contract and I didn't do it. The agent actually drove the car to my house which is clearly located in the Town of ********** which is entirely within ******** County, not rural ****** County and would clearly be requiring city taxes to be paid. I believed the agent knew or should have known at this time (before I wrote my check but after I signed the purchase agreement) that the additional taxes would be required in the correct county. I bought my last car 13 years ago. Berthod buys and sells cars every day and are presumably the experts. Them asking me to do their due diligence and correct their mistakes (on 2 contracts) or pay up before I can get title to my car is a slap in the face. I have attached the second contract they sent me for the additional $795 also listing the wrong county. I had to borrow the money to buy that car. $795 is alot of money to me and I might not have bought the car with the additional sum.

  

  Business response

  04/05/2023

  The taxes were looked up using the word "Highway" instead of the abbreviation "Hwy" on the State of Colorado's portal, which gave us an incorrect county for sales tax basis. The counties for ********** CO can be ********, *****, or ****** and they all have different tax rates. The extra sales tax is due because of the taxing district where the vehicle is garaged and not Berthod Motors choice what tax rate is due.

  We have confirmed with a ***** dealer that there is not a ***** front license plate bracket available for this year of ***, but has two dimples that are used to put screws into the bumper to hold the front license plate. We would be happy to provide an aftermarket bracket that attaches to the hidden tow hook, but many customers find these brackets that stick out of the front bumper on a post to be unacceptable.

  We are sorry there was confusion and would unwind the deal if that is what the customer wishes.

  Customer response

  04/10/2023

  Better Business Bureau & Don,
  

  Thank you for your prompt reply. It was a great learning experience for me regarding the fluid nature of a contract and trust in others. I was indeed not paying close enough attention. I will surely be more vigilant in the future. I find your offer to unwind the contract to be disingenuous. I'll take that license plate. I would appreciate it if you would send it to me at **** *** **** *********** ** *****.
  
  Regards,
  
  ********* *****

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 29th of 2021 I remotely purchased a 2015 Nissan **** which had been advertised to have a range of 85 miles per charge from Berthod Motors Buick and GMC in Glenwood Springs, CO through sales associate Kelly D*****. On January 11th of 2021 the Vehicle was dropped off at my residence, and when I returned home that afternoon, I was able to test drive the vehicle for the first time. Immediately after test driving the vehicle, I notified Kelley D***** of Berthod Motors that the vehicle is only capable of driving about 20 miles per charge, far less than the advertised 85 miles per charge, and that the product I received for my purchase was unacceptable. On January 13th of 2022 Jay B****** of Berthod Motors refused to take the vehicle back and refund the purchase, but did commit to taking the vehicle as a trade in applying to it the full value paid at purchase with the acception of the taxes paid. The second half of the commitment he maid to me was to sell another vehicle of similar value and acceptable performance at cost. Berthod Motors failed to fulfill this commitment even after I had set up a sail of a suitable car to Berthod Motors from ********* Motors through **** *****, which I had told Berthod Motors I would then buy from them through the aforementioned traid in of the defective Nissan ****. Berthod Motors declined to purchase the vehicle on April 9th of 2022. On April 15th of 2022 Josh of Berthod Motors notified me that Berthod Motors will not be honoring it's commitment, and will be discontinuing all communications.

  

  Business response

  04/21/2022

  We have been trying to find a suitable replacement for the Nissan **** since its range is not sufficient for the customer's needs. The original purchase price with tax was in the mid teens and the customer was willing and able to move to the low 20's. Even with that range, we were able to find vehicles the customer would want that were in the mid to high twenty's. With the low availability of full electric vehicles or hybrids that could meet the constraints, we so far have not found a replacement that meets the needs. At this point we believe the customer is not actively looking to replace the vehicle with us and has found a different path. If that is the case we will see where his final deal comes out and try to make up differences in what he paid and was given for the ****.

  Unfortunately with cold weather that effects full EVs in a couple ways, range is reduced from the manufacturer's stated range. With the current plan, the customer we believe has found something that will work, hopefully satisfying what his needs.

  Customer response

  04/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩