Absolutely the worst customer service wasting 5 hrs and $100 in gas after being told a vehicle was…read moreavailable on the lot, and went as far as scheduling an appointment and confirming the appt with the deal summary and written appt details. Also sent serval email Verifications , even the morning . Zero attempt to reach us until I saw an email while my husband was driving which came at 9:22 AM for a 10AM appt (we had to leave for at 7:30AM for 2.5 drive) Sent an email at 9:23 no text, they claimed a phone call, neither of us had a missed call nor was any voice mail left for either of us. The vehicle, they claim sold Saturday, they further claim there's a 48 hr lag time after they mark them sold. If you know that make sure before you confirm availability and set up appts. The old bait and switch is more like it!!! Sorry really does not cut your lack of customer service and lack of communication . We should have been contacted at 8AM when you opened which would have spared us 4.5 hours more hrs of driving there for a sorry. In this age of internet everything , I do not believe there's a 48 hr lag and if you know there is, then fix it before your rep confirms appt. I've blocked out the names because it's not just one person responsible is dealership mgmt. the sales manager there sat in his office vs letting a young sales rep apologize , horrible mis management and horrible customer service.

I went online and found a truck for sale at a Nucar partner in Delaware and attempted to purchase…read moreit through the Gorham store. I was told that I would have to pay shipping, which I am fine with. I spent 5 days back and forth and did all the paperwork only to have them tell me that the truck was sold. They had another on their lot that had way more miles and far less features that they wanted to sell on their Gorham lot and I was asked "Whats wrong with the one we got?" I was in contact with the Manager in Delaware who assured me that the people in Gorham had never contacted him AT ALL! The Truck is still for sale on the lot in Delaware. I love being LIED to. Nucar is off my list of dealerships with a big Fucking resounding NOPE!

We were traveling through the area and our truck needed an oil change. Berlin City was very…read moreconvenient but we were leery due to all the negative reviews. I'm glad we decided to give them a try. Our appointment was scheduled for the same day we called and everything went smoothly. The shop employees were polite and efficient. We walked around the car lots while we were waiting. A salesman (I don't remember his name) approached and was very helpful even after we told him that we were from Ohio and definitely wouldn't be purchasing a new vehicle in New Hampshire. We were just looking for future reference. Overall, it was a positive experience and we would purchase a vehicle from them if we lived in the area.

The past 12 years or so I have been buying from Berlin City. I have had my vehicle service at…read moreBerlin City. The last time they replaced the fuel filters they tightened the filter so tight that it could not be removed without damaging it. The repair cost over $1,300. I sent a message to Berlin City that they should pay for the repair since the caused it. It was repaired and replaced at Orange Coast Chrysler Dodge in Costa Mesa, CA. They did a great job. Berlin city never contacted me to say whether they would pay for it or not. This service is unacceptable and we will not be any vehicles from Berlin City in the future. I teach a class on customer service. Berlin City will be included in our case studies. "What not to do."

This is my third lease with Berlin City. The first time I worked with Jeff Croteau - and he was…read moreamazing. From the moment that he stepped up to help walk me through the process of leasing a vehicle I have never felt more cared for and comfortable leasing a vehicle. He became a trusted person for me. So, when it was time to lease my next vehicle - during COVID no less - he was right there again helping me through the process. He kept his eyes open and reached out immediately when a vehicle became available. Now, SEVEN years later, I again work with Jeff for my lease. He knew I had wanted to keep my vehicle, but it just wasn't practical. So, he helped me find another vehicle to love. He worked tirelessly to get me into my new Nissan. But he didn't stop there. My husband also needed a vehicle. He had been upside down with his vehicle, but we sold it and used the extra towards the downpayment for my husband's lease. Jeff got both of us the vehicles we wanted and needed in the same day. He worked overtime to make sure we got approved and out the door that night with two new leases. If it wasn't for him, it would never have happened. He is amazing and an asset to BC. A day will come when he is no longer there... but I am so honored and happy to know that he has been my forever guide through three personal leases and another for my husband.

Extremely Frustrating and Unprofessional Experience…read more I am beyond disappointed with the service I received at Berlin City Toyota. I made my first appointment because all the warning lights came on during a trip. While there, I also asked them to look at an issue with the tailgate not soft-opening properly. My vehicle was still under an extended warranty, and they ordered parts to fix both problems. When I returned for my second appointment, they apologized and said they could only fix the sensor issue that day and that I'd have to come back yet again for the tailgate repair -- even though they knew it was a three-hour round trip for me. When the parts finally arrived, they came to get my truck, which I appreciated. However, they suggested replacing the hinges (which weren't covered under warranty) and charged me for that work. Less than three weeks later -- after opening the tailgate only a handful of times -- it broke again. When I called first thing Monday morning, they made me another appointment. After looking at the truck, the service tech asked if I had put "heavy things" on the tailgate, which felt insulting and accusatory. I told him absolutely not -- I simply opened it, and it slammed down because the assist clearly wasn't working. They agreed to order parts again and scheduled me for yet another appointment. By the time I returned for the fifth time at the end of September, they suddenly claimed it was a "different issue" and refused to cover it under warranty. That's absurd -- it was the same problem they supposedly fixed less than a month earlier. After five appointments, wasted time, multiple long drives, and a complete lack of accountability, I've lost all trust in their service department. The way I was treated -- especially being made to feel at fault for their shoddy work -- was unprofessional and disrespectful. I will not be returning and would strongly caution others to think twice before trusting Berlin City Toyota with their vehicle.

This use to be good dealership, not anymore. My vehicle had an issue that was under warranty and…read moreone that was not. When the parts came in I left the vehicle. The maintenance department said it would take all day. Seven days later they said it was done. I asked about the non-warranty issue and they had forgotten to address it. It took them two days to adjust the parking brake. Meanwhile I had to leave town and Berlin City said we will "deliver your car to your house while you're gone". Great! The delivery driver left my passenger window open and it rained in my vehicle! Of course it was a weekend when I returned home to this and the maintenance department is not available. It took 4 days of pulling up the carpet and putting fans on it myself to dry it out. I contacted Berlin's maintenance department on Monday and of course "the maintenance manager is busy, but we'll get him the message". The manager never contacted me. Unfortunately Berlin City owns the two closest dealerships to me. I think a local hack repair shop could do a better job.

Update: Because neither the salesman nor the business manager replied to my emails, phone calls nor…read moretexts in which I requested verification that I have warranty coverage, and if so, what exactly is covered, I contacted the Summit Administrative Services, who administers service contracts for Berlin City. The competent representative mentioned I should have been provided with a pamphlet describing my coverage and how to use it. She also sent a copy of the 7 page contract that includes all of the details. The salesman at Berlin City Honda only sent the first page. I'm changing my rating from 1 to 3 stars because the owner did instruct his staff to provide what appears to be a good policy in lieu of the Honda Certification I should have received at the time of sale. It should not have taken so much time and effort.

The experience buying my new Chevy Silverado 1500 LTZ last year was going great until I was left a…read morevoicemail by Dave that they would only pay for buffing of scratches and my Vermont inspection if I gave him a perfect survey. Needless to say I was very disappointed to feel i was being coerced into giving positive feedback. I didn't give a perfect survey so I therefore I never received any compensation. I won't be returning to them for future purchases. Felt that it was inappropriate for the salesman to bribe me like that so I paid for said services myself

Here is a 6 month follow up since every post on here shows people that are happy because they're…read morebuying a new vehicle. The truck was not as it seamed and neither was the service. Once we drove it off the lot, just how much rust it had became very apparent. I'm currently trying to sell it and these guys refuse to take it back, even at their own appraisal price. Oh how I miss my Toyota! I sold the Toyota for thousands more than I paid for it. This worthless GM product I can't even give it away. I will be avoiding this dealership in the future since it's clear they only care about their clients up until they drive away and will not stand behind their products.

Best service dept. in the area. The new call in center is…read moregreat, changed appt. time 3x , no issues! The job is done right the 1st time!

Do NOT use their service department. Technicians only know how to hook up a computer & not truly…read morediagnose issues. Took 4.5 weeks to get an appointment. Told me I need a new catalytic converter but couldn't tell me why. Quoted $2500 to replace 1 catalytic converter. I've called 4 other places & haven't got a quote over $850. This place is a scam!! Do not use service department!!!

I drive an hour to get there for a 1:00 pm appointment for a simple oil change. I'm there at 1:00…read morepromptly and STILL there at 2:50 pm waiting. I spoke to the service advisor and she said it would be right out. I'm thinking that almost 2 hours for a simple oil change is quite excessive without so much as an apology. I did save a few bucks by trading there, but I'm going to rethink my upcoming trade.

Not great. I'm all for peoples rights, but I was getting my car serviced and an old fat guy started…read moretalking to me. I guess he felt comfortable enough to brag about having a national gun licenses. Then he flashed me two guns he was concealing under his jacket. I felt intimidated and a little fearful. I didn't know this pos from a hole in the wall so I didn't know what his intentions were and what he was capable of. All I know is the guns he was packing could do a lot of damage. I brought this to Berlin city's attention, but they didn't respond.

Terrible customer service. During warranty and service visits by the first owner, Berlin City Kia…read moremade errors twice in logging the odometer reading for our Sedona. It now appears that we now have 9k more miles than we actually have and we are having trouble getting our van serviced b/c of the discrepancy caused by Berlin City Kia. They have ignored my emails and according to Kia of America (whom we asked for help) Berlin City Kia says that they do not know how to do this basic task of fixing their error. It has been a huge time sink and we'd like to finally just get things fixed so we can service our van. This has been going on for 4 months now. We are getting the AG involved.