ComplaintsforBernardi Auto Group

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle in July 2024. The state inspection sticker system was down upon pickup of the car and I was instructed to take it to a place convenient for me and I would be reimbursed. Three months have now passed with an in person visit and at least ten phone calls, as I have still not received the $35. I have spoken to ****, a female manager, the service manager, and ***** in sales who started a text thread to rectify the situation and then didnt respond to any messages. I left multiple voicemails for my salesperson ********* and received no return phone calls. The receipt was dropped off in person to ***** H, who ***** said no longer had the receipt on September 19. ***** said the receipt was not necessary at this point though as the state Inspection database will show the date the sticker was purchased. The receipt would just make things easier for accounting to cut the check. I need to be reimbursed $35 for the inspection that I paid for during the purchase of my vehicle. Additionally if I was charged on my purchase and sale agreement for the inspection sticker, and then paid out of pocket again to get the sticker done, I need reimbursement of $70 as soon as possible.

  Customer response

  10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********** ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed the documents for a car i purchased at Acura Boston on July 30 2024, and today is August 27 2024 and I have yet to receive the car. The dealer intentionally knew that the car needed to have service done to the car yet they still the car to me, when i test drove the car on July 29 2024 the sales man informed me that the car was in the service department because the emergency brake light was on, yet the dealership proceeded to sell me the car without fixing it, after the car was registered on August 9 2024 that's when they informed me that they could not release the car to me because of the emergency brake light, now I'm stuck without a car because they intentionally sold me a car that wasn't suppose to be sold yet and now I have to pay my upcoming insurance payment and car payment for a car don't even have yet. They said they was gonna see what they can do to get me into a temporary vehicle and this was over a week ago and still I'm without a car and i cant do nothing because of this situation.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I would like to file a complain against Bernardi Volvo dealership service department in Natick, *************, ***, which failed to properly fix and patch a simple flat tire I had (very little s**** got in the tire flat surface), resulting in a need to replace the tire with a new one and the dealer did not ack his initial poor repair which led to the need to replace the complete tire - creating me a cost of 339$! this is unacceptable that I need to pay for a failed simple service repair the service department failed handle properly.I'm looking for the full reimbursement of the repair (339$!)

  Customer response

  07/17/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a 2020 Toyota Corolla hybrid from this dealer on April 27th 2024 at a price of $20317.13. We need to file a number of complaints.1. We wereovercharged by a $895 gap insurance initially, until we found it out and called the sales manager. I was told it's a typo. The issue is fixed now.2. The next day after purchase, we found out that the rear side passenger door didn't work. That window and door didn't react to the key fob and driver side control at all. The speaker on that door didn't work either. Later we found the inside part of the door frame had been opened, leaving some gap there. There is sticky debris around it. Pictures attached. We called the dealer. It took us two extra visits (including to use my PTO time) to repair the door by changing a Master switch. 3. Later, we noticed that the back bump has a different color than the left body. After careful inspection, we found that the back bump, and the whole right side car body have a different white color than the left side body and front bump (i.e. white v.s. *********************). This color difference is mainly on the right side of the car, which is coincident with the rear passenger door issue. Pictures attached. We highly suspect this car has been in an accident and done with a major body work and havegreat concerns about this car's reliability now. We were told no accident on this car, and the car has been always serviced by Bernardi group. After contacting the dealer, the sales manager confessed they already knew the door issue and color re-paint, and admitted that the car has hit a trash can or something. Please note that that's half of the car body was re-painted but still no accident report!!! We strongly feel the sales are hiding the issues and are lacking honesty, transparency and professionalism. Now this dealer is not willing to provide any compensation or any solution as they recently changed the ownership.

  Customer response

  05/27/2024

  The Business contacted me recently, and they offered $600 as a compensation, but they also wanted to me to change my ****** review from 1 star to 5 star or remove my ****** review completely. However, I must decline this small offer of $600 to remove my review. The issues we've encountered with the sales team, the time and energy wasted, and the frustration and disappointment we feel after purchasing a car with undisclosed problems/car history cannot be mitigated by this small amount of compensation. We bought the car at full listed price, expecting honesty and professionalism, which were not delivered.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in for a recall fix over 3 weeks ago. It was a recall related to the mirror on the driver's side. No one informed me that the mirror will be replaced. We picked up a car later and advisor as well as the service failed to inform me that my mirror was replaced with a horrible cricket mirror. As soon as I got on the highway, I noticed that I cannot see clear in the mirror of the driver's side. All objects in the mirror are wavy and it is impossible to get a clear picture of the cars or objects or the road behind or on the side of my car. I was absolutely afraid to change the lines, as well as my eyes hurt every time, I look at it. It was the weekend, so we weren't able to call the dealership. I called back next week and set up an appointment for the same week. I had to take a day off and pull a child from childcare the day that we came into the dealership. Advisor greeted us and I explained to him that last visit due to manufactory recall did not go well. I had two issues and a concern: 1. Drivers mirror completely cricket and impossible to use. 2. Drivers side window makes a noise when I open it as well as sticky liquid was on it from interior side. Advisor told me that dealership had nothing to do with the window, and it could of being something from the trees!!! I never had any issues with that window before until I ****** the car to fix the recall. In terms of the mirror he stated that he is very concerned and it is a safety issue and he wants to make sure it is fixed so we can drive vehicle safely. I did ask him for a loaner and he told me there is no loaner to give me, even though he saw me being with a toddler and I asked him how long will it take as my child will not be able to wait for too long. After waiting for ***** minutes advisor returned and told me that the issue can not be fixed. Im afraid to drive it this way with a child sitting in my car,. It is a danger to me and my family.

  

  Business response

  01/24/2024

  ************************* (Bernardi Honda Service Director) has been in touch with ******. We are waiting for both side mirror glass to arrive so that they can be installed.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used the pre-purchase directions on the website, and set up our entire deal before I went into the dealership. Their website made me believe that all I would be doing was executing the deal when I arrived to view the car in person. I had cash, a trade in quote, and a loan already funded for the remainder. The finance amount was provided to me online using their website process. It took a tow hour ferry ride ($300), a couple hours in the car, and 600 in hotels to come buy this car. Upon my arrival I test drove, told the sales guy we wanted it, told him we had already done the deal online and we were ready to purchase. Sales guy was stoked, told his sales manager, and the sales manager promptly blew the entire deal up by testing the waters with a lower value on my already approved trade in allowance. He sent a deal over shorting me **** bucks. I promptly stood up and left. The sales manager tried to explain how his bait and switch wasn't a bait and switch which just angered me further. The sales guy (who was awesome) looked crestfallen, and the managers started blowing up my phone on my drive back to the hotel. Their website was absolutely misleading, and requires a ton of personal information. I'd like to see them either live up to their advertised processes, or remove them from their site. It's misleading to tell people that their purchase can be mostly done online. Their deception cost me a ton of money.

  

  Business response

  10/18/2023

  Good Afternoon Rob,
  KBB always includes their disclaimer on a trade-in value provided via our website or their website. The reason being is that they cannot write a check for a vehicle therefore they always include a disclaimer with their appraisal values so that we as the dealer have the chance to verify the condition a client provided on the website form then we run the Carfax report to see if the vehicle has had any accidents and perform a professional appraisal to ensure the value provided to you by KBB via our website, is accurate. Here is the disclaimer that KBB provided below the image you have attached to your email:
  
  Actual price of this vehicle may vary. Estimate valid through 10/23/2023.  Hide Terms and Conditions
   2023 ****** ************** **** All rights reserved. 10/23/2023 Edition for 02554. Values and pricing are the opinions of ****** Blue Book, and the actual price of a vehicle may vary. The value and pricing information displayed for a particular vehicle is based upon the specification, mileage and/or condition information provided by the person generating this report. ****** Blue Book assumes no responsibility for errors or omissions.
  We don't always get It right. I can assure you we have addressed this feedback with our entire Management team as we never want to lose a potential client or have a client leave unhappy. When we appraise a vehicle we put many different factors into place to give our best estimate to what a vehicle is worth based on the current market, auction results, overall condition, Carfax report and more. I can't apologize enough that we weren't able to conclude this transaction for you when you spent money to visit us all the way from *********. If there is anything I can do to turn this around I would welcome the opportunity. 
  
  Warmest Regards, *************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Acura TLX leased in May 2021 for 3 years. In June 2023, the car was under warranty. The car lost power steering and started auto braking. Warning lights came on the dashboard and 2 pictures of these were taken ( only 1 would upload on your form). The car was taken to the dealer, who did not find a problem. It happened again and was taken back to the dealer who once again said nothing was wrong. Since the problems can lead to loss of life, injury or property damage, we refused to drive it again. There were 10 1/2 lease payments left at the time the car was not taken home. Several solutions were made to the dealer, all of which were refused. He offered by pay $2000 for the car, but the remaining lease was about $6000, and since the pandemic, replacements are much more expensive. Acura Corporate just refers me back to the dealer.

  Customer response

  10/02/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 2, 2023 I went to Bernardi Toyota in ********** to purchase a used car. The sales contract was originally not correct as they put that I was going to trade in another car. They printed me that one and gave me a copy then they adjusted it and asked me to pay $3000 instead. When I was applying for the loan I told The representative, the amount of money I made per year and the amount of money I pay in rent per month he did not report the correct amount on the application and instead wrote in a different number, which was a lot lower in order for me to obtain a loan. I found this information out two weeks after I purchased the car when I brought the car in for a repair.I asked them to provide me with the Carfax to see if the car was ever in a car accident because I never received that information previously. So because I never received the Carfax information and there was something wrong with the car and I had to bring it to be fixed. I started to look at the contract and realized there was an error on it and also an error on the title that went to the registry. It said that I was trading in another car so after all that information, I realize there was some errors so I asked to speak to the manager I also asked her to get me the information regarding the application for the loan, because I thought that was incorrect also. She came back and gave me the numbers and those were not the numbers that I pay for rent so the employee adjusted the number in order for me to obtain the loan. this is not ethical and to me even seems fraudulent! I brought it to the managers attention and I wanted the contract to be broken and wanted to return the car. She was of no assistance at all and said I needed to keep the car. So I said, I have to keep the car when I wasnt provided the Carfax information, theres errors on the purchase and sale. Theres errors on the information that went to the title company and there is fraudulent activity that was written to the loan company?

  Customer response

  09/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased a vehicle from ******* The listing price was $27, ******. I put $9,500.00 down. The day i signed paperwork the Finance Manager took me into his office. He then proceeded to tell me about all the perks I was getting upon purchasing the vehicle through their family owned dealership. What he failed to mention during the course of the discussion was not only that the perks I was led to believe were part of the deal, but that they actually had egregious fees attached to them. Which added about $10,000.00 to the loan amount I had originally budgeted to finance. When I called back to inquire about how I felt I had been not only misled, but deceived, they mentioned that I had already signed the contract and the vehicle was officially mine. However upon further review I realized that I had 3 business days to withdraw the agreement. They also notified me that the entire interaction had been "recorded." When I inquired as to what capacity, they stated video and audio, and stated they had listened to the recording with the ** that morning before responding to my inquiry. I do recall the gentleman informing me that this interaction would be recorded, however, he did not specifically state audio. Which in the ********************** lawfully requires both parties to consent. I was never specifically asked if I consent. I told them I wanted all the optional additions removed (they informed me some were not optional), however, they only removed the extended warranty, and some type of additional insurance called "GAP." To be fair, this is my first experience with an actual dealership as in the past I've bought vehicles from 3rd parties, friends, or privately owned garages selling used cars. I'm not sure if what they did is illegal, fraudulent, or just merely unethical, but if I can help just one other person avoid the deception I felt I was a victim of, then so be it.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good evening!I am writing for my friend *********************** who speaks English but has trouble writing.She purchased a 2021 Toyota ****** in September 2022 with an extended warranty from Bernardi Toyota of **********.She traded it in in February 2023 to purchase an Acura.She reached out to ******************* in financing at Bernardi Toyota.He said when Acura pays off the loan he would refund the balance on the extended warranty.She has called and followed up 4x and he said he would speak with his manager and take care of the issue.She called again today and no one has responded to her call.You can reach me, *******************************, at ************ or ************************ or reach out to ***** directly at ************.*******************************

*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. ↩