Acura of Berlin - Service Center

Acura of Berlin responded

Nick, Thank you for taking the time to share your concerns. I sincerely apologize for the experience you had during your visits to our service department. I understand how frustrating it must have been to deal with multiple inconveniences and unresolved issues. Regarding the greasy handprints left on your car during your last oil change, this is absolutely not the standard we hold ourselves to as we wash, dry and vacuum all clients cars once the service is completed . I wish we had been made aware of this right away, as we could have addressed and rectified it immediately. I encourage you to bring any concerns like this to our attention as soon as possible so we can make it right in a timely manner. Waiting 10 months makes it challenging for us to address the situation effectively, but please know that your feedback helps us improve. As for the seat trim replacement process, I deeply regret the inconvenience caused by the misordered part and lack of communication about rescheduling. This is not the level of service we strive to provide. If the replacement part is still causing rattling, I encourage you to reach out to me directly so we can inspect it again and ensure it is resolved to your satisfaction. I appreciate your closing statement and am glad that you’ve found a service department that meets your expectations. However, if you ever choose to give us another opportunity or have any concerns in the future, please don’t hesitate to contact me. I would be happy to personally assist you and accommodate your needs. Thank you again for your feedback, and I hope we can regain your trust in the future. Sincerely, Eric Diaz Acura of Berlin

Acura of Berlin responded

Dear Mr. Medeiros, Thank you for sharing your concerns. While I understand the frustration you’ve expressed, I’d like to clarify the situation and address the points you raised. First, regarding the valve stem caps, I appreciate your patience as we investigated this matter. When we received the exact valve stem caps matching yours, our Service Advisor, Jonathan, contacted you promptly and personally handed over the caps that had been delivered back to us by our vendor. At no point did we replace or install the valve stem caps, as this was not necessary once the originals were returned. Second, I’d like to address your concerns about over-tightening. We have no reason or purpose to overtighten valve stems—it’s a standard practice for our technicians to secure caps to a hand-tight level to ensure proper function without causing damage. Let me reassure you, under no circumstances, and certainly not in “a million lifetimes,” would we deliberately damage a customer’s vehicle or create a safety issue. The integrity of our work and the safety of our customers is our highest priority. As for your last paragraph, I want to assure you that addressing concerns like yours is never a waste of time for me or my team. However, I must clarify that the allegations you’ve made are inaccurate. Transparency and accountability are values we hold firmly, and any claims to the contrary are not reflective of our commitment to our customers. Lastly, I genuinely wish you and your family the best and hope everything works out for you moving forward. If there’s anything further I can assist you with, don’t hesitate to reach out. Sincerely, Eric Diaz Acura of Berlin

Acura of Berlin responded

Thank you for taking the time to leave us a five-star rating. We look forward to working with you again. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thanks for sharing your thoughts about your experience with Acura of Berlin. We appreciate your business and hope to see you again soon! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Acura of Berlin. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Dear Mr. Medeiros, As General Manager of Acura of Berlin, I am compelled to address the false accusations presented in your review with a professional yet firm response. First and foremost, Jonathan, one of our most requested and esteemed service advisors, is a valued team member known for his integrity and dedication. To suggest that Jonathan, or anyone on our team, would intentionally damage your vehicle or compromise the safety of any client is not only untrue but entirely inconsistent with the high standards we uphold at our dealership. Acura of Berlin is a top-performing dealership with numerous accolades for exceptional customer service, and we pride ourselves on delivering safe, quality experiences for every customer. Your dissatisfaction appears to stem from an issue with valve stem caps that were misplaced by an outside vendor during the repainting of your wheels—a matter we discussed at length in a conversation we had a few weeks ago, which lasted over half an hour. I personally explained the circumstances and our commitment to address your concern with professionalism, despite the conversation being fraught with profanity, hostility, and lack of respect on your part. When I followed up to hear your concerns directly, you responded with further profanity, yelling, and ultimately disconnected the call, denying us the opportunity to resolve your concerns in a respectful manner. We fully support any customer’s right to pursue legal avenues if they feel it is necessary, and we reiterate that Acura of Berlin is committed to high standards of professionalism, safety, and ethical conduct. However, due to your repeated displays of disrespectful behavior toward our staff, your business is no longer welcome at our dealership. We do not tolerate abusive language or actions toward our team, who work diligently to serve each client with respect and care. Thank you. Sincerely, Eric Diaz General Manager, Acura of Berlin

David Medeiros responded

Dear Mr. Diaz, Thank you for taking the time to respond to my review. While I appreciate your acknowledgment of our concerns, we must correct several inaccuracies and refocus on the critical issue at hand: the safety of our family was directly compromised by actions taken by your service department. The issue began with your department stealing all four of our metal custom Acura valve stem caps, valued at only $40. After I reported this issue with you, your employee replaced them with aftermarket metal caps. Worse, these caps were intentionally over-tightened using some sort of adhesive and tools, including what appears to be pliers and a wrench, leaving evident clamp marks on the valve stems and caps. The damage was so severe that the caps could not be removed without fully replacing the valve stems, sensors, and associated components at another dealership in NYC. This intentional or grossly negligent act caused significant expense and inconvenience to restore our vehicle to a safe condition. Ultimately, the damage required our vehicle to be towed to a dealership in NYC for emergency repairs. This not only disrupted our travel plans but, more importantly, placed my family in an unsafe situation while navigating NYC traffic. This is not merely a customer service issue—it is a serious matter of safety and accountability. Your reference to a conversation about a vendor and misplaced valve stem caps is irrelevant to the actual issue. This was not a minor or procedural oversight; it was a deliberate or negligent practice that resulted in irreparable damage and directly jeopardized my family’s safety. Additionally, I was contacted by your employee Jonathan on his personal device after the stealing incident, urging me not to leave a review. This unprofessional action raises further concerns about the dealership’s commitment to transparency and addressing legitimate customer complaints. Frankly, the fact that we are even discussing this is outrageous and a clear waste of time. We hope this situation improves your practices, and we sincerely wish you, your employees, and your customers success in the future. Sincerely, David Medeiros

Acura of Berlin responded

Thank you for your business and this review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you for choosing Acura of Berlin, we look forward to having you as a valued customer for many years to come! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. Eric Diaz General Manager 860-829-3787