Dear Mr.
Diaz,
Thank you for taking the time to respond to my review. While I appreciate your acknowledgment of my concerns, I must correct several inaccur
Diaz,
Thank you for taking the time to respond to my review. While I appreciate your acknowledgment of my concerns, I must correct several inaccuracies and refocus on the critical issue at hand: the safety of my family was directly compromised by actions taken by your service department.
The issue began with your department taking all four of our metal custom Acura valve stem caps, valued at only $40. After I reported this issue, your employee replaced them with cheap aftermarket metal caps. Worse, these caps were intentionally over-tightened using adhesive and tools, including what appears to be pliers and a wrench, leaving evident clamp marks on the valve stems. 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. This intentional or grossly negligent act caused significant expense and inconvenience to restore our vehicle to a safe condition.
Ultimately, the damage required my 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 Jonathan on his personal device after this 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 serves as a lesson to improve your practices, and we sincerely wish you, your employees, and your customers success in the future.
Sincerely,
David Medeiros
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by David Medeiros
Service Price Transparency
Acura of Berlin is a great place with great service.
I would highly recommend them.
I would highly recommend them.
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by ALABARRE
Verified Customer
Verified Customer
Service Price Transparency
Nov 16, 2024 -
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
Courteous and respectful with qualified technicians and
clean environment while waiting for car . Close to home
clean environment while waiting for car . Close to home
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by DAIKMAN09
Verified Customer
Verified Customer
Service Price Transparency
Nov 16, 2024 -
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
Polite answers questions the car was clean waiting period
was fine will return status report on car was clear
was fine will return status report on car was clear
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by BIGBUDDY2
Verified Customer
Verified Customer
Service Price Transparency
Nov 16, 2024 -
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
"I am beyond outraged by my experience at Acura of
Berlin. Not only did I encounter deeply concerning behavior from Jonathan, who contacted me via his personal device to beg me not to leave a review,
Berlin. Not only did I encounter deeply concerning behavior from Jonathan, who contacted me via his personal device to beg me not to leave a review, but I also have reason to believe that the service department intentionally damaged my vehicle, endangering my family’s safety. This is not just unprofessional – it is reckless, unethical, and potentially criminal.
The fact that this dealership allows such behavior to go unchecked raises serious legal and ethical questions. The general manager’s complete failure to exercise proper oversight has not only compromised the integrity of this dealership but has also put innocent customers at risk. My family’s safety should never be jeopardized due to a dealership's negligence or malicious actions.
I am currently exploring all legal avenues to ensure this matter is thoroughly investigated and that accountability is enforced. I strongly urge anyone considering Acura of Berlin to think twice and consider the risks involved. This dealership needs immediate, sweeping changes in leadership and ethics, or it should face the full consequences for its blatant disregard for customer safety and trust."
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by David Medeiros
Verified Customer
Verified Customer
Service Price Transparency
Nov 13, 2024 -
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
Nov 21, 2024 -
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
Excellent people kept me informed of the progress with my
car and did a very nice job.
car and did a very nice job.
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by ADMCALLISTER
Verified Customer
Verified Customer
Service Price Transparency
Nov 12, 2024 -
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
The dealership/service center is prompt and professional.
I like taking my car to the Berlin location.
I like taking my car to the Berlin location.
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by MCG110103
Verified Customer
Verified Customer
Service Price Transparency
Nov 10, 2024 -
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
All personnel there are very pleasant and helpful.
I believe it is a very honest organization
I believe it is a very honest organization
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by JOBRIEN10
Verified Customer
Verified Customer
Service Price Transparency
Nov 10, 2024 -
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 has helped me quickly twice in just one
month as I experienced two unexpected repairs. Communication is great! Customers feel welcome and heard!
month as I experienced two unexpected repairs. Communication is great! Customers feel welcome and heard!
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by Murph51426
Verified Customer
Verified Customer
Service Price Transparency
Nov 10, 2024 -
Acura of Berlin responded
Thank you for choosing Acura of Berlin. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again!
Eric Diaz
General Manager
860-829-3787
Very nice and polite.
Also very informative. Everything went great and easy. Would do business with them again
Also very informative. Everything went great and easy. Would do business with them again
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by BMARCUSS
Verified Customer
Verified Customer
Service Price Transparency
Oct 24, 2024 -
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
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