Acura of Berlin

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

Thank you so much for your wonderful review! We are thrilled that we had the opportunity to provide you with great service. We thank you for choosing Acura of Berlin! Eric Diaz General Manager 860-829-3787

Acura of Berlin responded

Here at Acura of Berlin, customer satisfaction is our #1 priority. We always do our best to make sure our customers leave happy! We are glad to hear you enjoyed your experience, and it was a pleasure having you at the dealership. We appreciate your review! 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

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

We are so glad that we had the opportunity to work with you, and that Claudia could make this a top-notch experience. We look forward to continuing to serve you in the future! Eric Diaz General Manager 860-829-3787

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