Berglund Luxury Roanoke

Service Brennon was great to work with. He was kind and kept me informed of the process every step of the way. The price was fair in fixing my convertible top Brennon was great to work with. He was kind and kept me informed of the process every step of the way. The price was fair in fixing my convertible top. I will definitely be back the next time my car needs service. More

Oil change and tire rotation Brennon offered exceptional service. He was kind, personable and knowledgeable of the car. He worked with my work schedule. 10/10 recommend him. Thank Brennon offered exceptional service. He was kind, personable and knowledgeable of the car. He worked with my work schedule. 10/10 recommend him. Thank you! More

Service Jeremy is good at working me in quickly and seems to really know his stuff for someone who isn’t a mechanic. Adrian, the mechanic that works on my Ro Jeremy is good at working me in quickly and seems to really know his stuff for someone who isn’t a mechanic. Adrian, the mechanic that works on my Rovers, is a repair ninja. He is always able to fix my “basket case” Rovers no matter how crazy F’ed up thier problems are. Thanks again guys. More

Excellent and timely Scott and Tim were fantastic and extremely kind, professional and responsive. They are a great team and I enjoy their handling of my vehicles. Thank Scott and Tim were fantastic and extremely kind, professional and responsive. They are a great team and I enjoy their handling of my vehicles. Thank you. More

Good job Fair price, done quickly. Looking forward to warranty maintenance and answers to any questions I may have as I get used to the vehicle. Thanks Fair price, done quickly. Looking forward to warranty maintenance and answers to any questions I may have as I get used to the vehicle. Thanks More

Experience of Buying a Vehicle off Lease When I moved to the Roanoke area in late July 2019, it took me 3 weeks to buy a home, close, and get my family moved in before school started the 2nd When I moved to the Roanoke area in late July 2019, it took me 3 weeks to buy a home, close, and get my family moved in before school started the 2nd week of August. I first approached Berglund Automotive on May 6th to inquire about purchasing my current Infiniti Q50 off the lease. That began an incredibly painful and time-consuming process that ended with me finally purchasing the car from Berglund on August 10th, over 3 months later... to buy a car that I had already been driving for 3 1/2 years. Back in May I met with Bruce, the sales manager at the time, stating in person that I was interested in buying that car, but would also consider other options in a similar cost range if he wanted to present them. He took all my info, said he would get back to me the following week with options. A month later, including several check ins by me via email along the way to which he occasionally responded and said he was working on it, he never got back to me with any options. Frustrated, I decided to call Infiniti finance directly to buy off the car. This was I believe late May or early June. The lease was ending in June. This is where my nightmare really began. The first consultant I spoke to said that since I had bought the car in Maryland and was now living in Virginia, and that Infiniti had no record of me re-registering my car in Virginia, that I was going to have to either drive back to Maryland to buy the car from the original dealership, or get the DMV to issue proof of registration in Virginia. I then informed the consultant that not only was the car properly registered in my current state, but that I had various paperwork confirming as such from Nissan/Infiniti. After gathering the paperwork, I was not able to get ahold of the original consultant, so a second consultant (Irvin Moraza Moreno) told me to get all the paperwork to him. I emailed PDFs of this documentation to Irvin and then waited... and waited... and waited... for some response of what to do next. Multiple emails from me to him during the month of June were ignored. I finally called in and got a 3rd consultant that said she saw the notes and would get back with the second consultant to check in on progress. I asked her if now that we had gone past the due date of the lease if this would cost me in any way... fines, late fees, etc... and she assured me I would not. Then I waited... and waited... and waited... for the follow-up call which never came. What did come, of course, now were the collection calls. I basically undressed the collections agent who called me, excoriating him for not having the notes of every interaction I had already had with both the dealership and corporate finance, and how dare they turn this over to collections as I had done everything asked of me. He made a number of excuses as to why he wouldn't have the history and insisted I talk to yet another consultant that day. When I spoke to now consultant #4, this person said I had been completely mislead by the first 3 consultants that I had spoken to, and the current registered location of the car was not an issue, but that I still could not buy the car directly from Infiniti finance, but I still had to go back to the dealership and buy it. Returning back to Berglund Infiniti, I then learned the original sales manager I spoke to who never got back to me was no longer there, and I met Victor Carcamo, who I guess replaced him. Victor was very empathetic to my story and said he would work to get it resolved. I literally had a blank check with me ready to buy the car and get this over with, but of course, it could not be that simple. Victor sent me away with the assurance he would connect with Infiniti finance to finalize buyoff totals and whatever other paperwork was necessary. I checked in with him a week later after not hearing back, and he apologized saying it was taking "longer than expected to get word back from Infiniti." That was July 25th. On July 31st, I got an email from him needing my Acct # and VIN#, which was hilarious to me, b/c how many times I could keep giving the same info and why couldn't anyone at Infiniti look this up for themselves. We finally met on the morning of Aug 10th at the dealership to finalize purchase of the car. I got there at 1015am, and it took over 4 1/2 hours to complete the transaction, including having to send me away to get lunch b/c the backup finance guy was stacked and I'd have to wait to see him. Even after taking an hour lunch, I waited for nearly another hour in the lobby to see Ryan Nolen. I walked by his glass door to use the restroom once and there were no clients in there and I'm fairly sure he was on his personal email. I stuck my head in and he said he would get to me soon. He was unconcerned with the length of my wait. When I finally got in to Ryan's office to finalize the paperwork and write the check, he proceeded to pitch me several pricy pre-paid maintenance options. This is about the most tone-deaf moment I've ever had as a consumer. Its been about 11 days since this transaction, and I await the arrival of the car title. I have great fear and apprehension this title may not show up and I'll have to re-engage again with the dealership, or even worse, Nissan/Infiniti finance. Victor at the dealership couldn't have been nicer or more concerned with my situation, but he also clearly became overwhelmed with the complexity and difficulty of reaching Infiniti corporate finance and finalizing a car purchase off a lease. Whatever the rationale was for setting up the process currently in play, its a disaster. I can't imagine ever wanting to finance a car through Infiniti again. I hold the dealership largely not responsible for my aggravation, except for their near inability to rectify the situation easily and quickly. Never hearing back from the original salesman is inexcusable in the age of CRM programs in which someone should have known to follow up with me. As a sales leader myself, its unimaginable to me that someone could have this experience and not so much as receive an offer for a free car wash, let alone trying to upsell me on thousands of dollars of pre-paid maintenance. Simply the most aggravating consumer experience I've ever had, when all I ever wanted to do was just directly pay off the car I was already driving and receive the title back. I absolutely shouldn't have to go to a dealership to get this done, and certainly 3 different consultants over the phone should know the rules and laws around this situation. By the way, even with filling this out, you have an outdated listing of Bruce Morgan to choose from and don't have the new guy, Victor Carcamo, listed. More

Time Saver My Volvo was in for 60K mile service. I mentioned that I would be getting tires next week (from another retailer) and asked Tim to quote also. Tim f My Volvo was in for 60K mile service. I mentioned that I would be getting tires next week (from another retailer) and asked Tim to quote also. Tim found the tires for a comparable price. He had the tires installed, balanced, aligned and added new break pads, all while my car was already there. This was a huge time saver for me. I am all about one stop shopping, providing the price is reasonable and I am very happy to say it was! More

Service record not accurate B service performed. Text sent to me informing car was ready. Arrived and was informed the brake pads were worn and the brake light would come on ve B service performed. Text sent to me informing car was ready. Arrived and was informed the brake pads were worn and the brake light would come on very soon. Reviewed the service invoice and found the statement “REAR BRAKES WORN RECOMMENDED REAR BRAKE PADS / / CUSTOMER DECLINED AT THIS TIME.” Was not ever offered. Ask this be removed and was told it was a code to send me coupons. More

Caring staff Laura and Jeremy are two of the friendliest and most service-oriented people I have ever had the pleasure of dealing with at Jaguar Service. It takes Laura and Jeremy are two of the friendliest and most service-oriented people I have ever had the pleasure of dealing with at Jaguar Service. It takes real skill to be able to gently break bad news to someone without sending them over the edge. This visit, Jeremy had the pleasure (being sarcastic here) of having to tell me I had to replace the fuel line on my 2014 just-out-of-warranty XF. He did so with empathy and thoroughly explained the process the service crew would go through to perform the repair. While I was frustrated with the situation, I left feeling confident that the car would be repaired correctly. I would still like to question how the connection piece failed with less than 60,000 miles on the car but that's something I will take up with the manufacturer. I also appreciated being given a courtesy car while I waited for my car to be repaired. More

VIP Treatment! Jeremy consistently provides outstanding customer service whenever I come to Berglund Luxury. He is excellent with follow up and never fails to exc Jeremy consistently provides outstanding customer service whenever I come to Berglund Luxury. He is excellent with follow up and never fails to exceed my expectations. More