Bernardi Toyota

When the check engine light on my RAV4 came on, I went to the nearest dealer—Bernardi Toyota—at the first possible moment. Two months before the same thing happened, and it turned out to be a failed engine c the nearest dealer—Bernardi Toyota—at the first possible moment. Two months before the same thing happened, and it turned out to be a failed engine coil, which in turn resulted in a blown muffler (backfiring). I arrived as Bernardi opened at 7am. I hoped to have either a resolution or alternate transportation within an hour so I could get to an important out of state meeting that morning. I immediately explained the urgency of the situation, and asked if they could help. The ASM said he would see what he could do. But it quickly became apparent that he was more concerned with how much money they could make off me than helping me as a customer. He started to walk around the car to check the tire treads and the light bulbs for sales opportunities. When we went to the desk, I reiterated my urgency. I told him my number #1 priority was a diagnosis so I could make plans. If it turned out to be just the oxygen sensor, I would pay the “engine scan” charge, take my car and leave. Otherwise, I wanted to get a rental and hit the road. Completely oblivious to my urgency, he continued to press for other work I could have done. He asked about an open recall. I told him that ONLY if I decided to have repairs done, I would authorize the recall repair, plus a 5000 mile service. I emphasized at least three times that any work was contingent on first having a diagnosis. I asked how long he expected it would take for an engine scan. He told me he would see what he could do as soon as someone came in. I suggested it was perhaps best if I just rented a car and he could call me on the road with a diagnosis. He said no one from the rental department was there yet. I went to the waiting room and hoped that the response would be as professional it was from an out-of-state dealer the last time this happened. I was very wrong. I sat in the waiting room for an hour and a half with not a single word. Nothing about the diagnosis, nothing about a rental. By 8:35am it impossible to make my meeting, so I needed to get home to solve my new problem. I went and told the ASM I wanted my car back. He called the service bay and was told that the diagnostics had been sent to him. According to him, they “just finished and sent them.” He then told me that it was the number 4 engine coil, and it would be $280 plus tax to repair it, and this was on top of the $112 plus tax to scan the engine. Total charge: $400 to diagnose and replace the number #4 engine coil. When the number #6 coil failed two months before, the total cost including scan was less than $170. I told him I would pay the $112 and be on my way. He then informed me that in express violation of my instructions, they did the recall work and the oil change. When I told him that was outrageous, he said there was nothing I could do—I had signed the authorization. He went on to complain that I should be happy that even though I had no appointment, he managed to do the work I did not come there for. Later, I took the car to another dealership for the repair. They told me that the first dealer’s scan was “badly done.” They missed an intermittent problem with a yet another engine coil. This jived with the information I gave Bernardi (and which they documented on the intake order--an intermittently flashing engine light). So not only did I pay Bernardi $112 for 5-10 minutes scan (I watched it done when the first engine coil failed), but they did not even do a good job of it. Bernardi later said my car was hooked up to the scan tool as soon as it entered the shop at 7:45am, which was more than 45 minutes before I was given any information. This is not surprising since they had time to do a recall repair and 5000 mile service after completing the scan. It also implies the ASM was not telling the truth when he told me the scan information had just been sent. A few other points on the customer service culture I experienced at Bernardi: * The first time I was hit with an engine warning light, the out-of-state dealer I pulled into immediately understood my dilemma and went to work to help me. At Bernardi, the ASM immediately checked my tire wear and complained that I did not have an appointment. I guess I should have had the foresight to schedule my car breaking down. * If they indeed finished the scan before 8am as is implied by the service manager, and they had gotten me in the rental car, I could have made it to my meeting. But they were not concerned with my needs. It is still unlikely I would have had any work done given the exorbitant price quoted, which I suspect is why they went ahead and did the other work contrary to my instructions. * When I informed the ASM that the 2006 RAV4 was the least reliable car I ever owned, he said that it was not true, and statistics back up Toyota quality. Apparently my individual experience counts for nothing; the four times I have been left in the lurch by my RAV4, and the two times I have stood by the side of the road waiting for a tow truck are meaningless in the face of industry statistics. I strongly urge anyone to avoid Bernardi for Toyota service. More

We saw a used vehicle online at Bernardi Toyota on Friday night before President's Day Weekend. I arrived at Bernardi Toyota in Framingham Saturday morning a few minutes after opening. Sal was waiting to g night before President's Day Weekend. I arrived at Bernardi Toyota in Framingham Saturday morning a few minutes after opening. Sal was waiting to greet me and my eight year old daughter in the lobby. Within five minutes of our arrival, Sal had the vehicle we saw online the night before waiting for us. The vehicle was a very slightly used GMC Sierra 1500. During our test drive, I was so impressed by Sal's knowledge of the GMC product I asked if the Sales Team is specifically given spec sheets on the used vehicles that arrived on theToyota lot. Sal told me he felt it was important to be able to educate his customers regardless of which manufacturer/model he was selling. They took my nine and a half year old Ford F-150 in for trade at a very fair price. The process was made so easy by Sal and the entire Bernardi Staff. I left Bernardi Toyota after just a few hours, having been 1. able to negotiate a deal that would fit into my family's budget; 2. having been educated on after market options available to us down the road; 3. having been fully financed; 4. with an INCREDIBLE new (used) vehicle AND an INCREDIBLE deal. In addition, ALL of this was facilitated in an AMAZING short amount of time. Sal and many members of the Bernardi Staff took time to continuously check in on me and, in particular, my daughter. She was so well cared for by the team (with drinks, TV, snacks) she didn't complain once! I can't remember the last time my daughter did not complain during even the shortest errand. THANK YOU SAL, BRIANA, MICHELLE AND THE MANAGER/S WHO APPROVED THIS TRANSACTION. As I told Sal, my family is truly appreciative of everything you did to help us! You have earned our business on this transaction and for our future needs. I will be sure to recommend Sal and your dealership as often as possible. Respectfully - J. Matthew More

Mr Encarnacion, the Sales Consultant, Mr Torres, the Finance Manager, and Ms Willander, the Accessories Specialist, were very attentive to our needs for a new Toyota at an affordable price. They helped Finance Manager, and Ms Willander, the Accessories Specialist, were very attentive to our needs for a new Toyota at an affordable price. They helped us find the right car at the right price. More

The sales person was courteous and friendly. The sales process took a bit long time and can improve the process. I had a pleasant experience and definitely recommend to my friends. process took a bit long time and can improve the process. I had a pleasant experience and definitely recommend to my friends. More

Jerry is the best. He worked with me to help find a reasonable price on my lease, and was extremely friendly, trustworthy, and helpful. Ask for him if you're buying a car from Bernardi!! reasonable price on my lease, and was extremely friendly, trustworthy, and helpful. Ask for him if you're buying a car from Bernardi!! More

Jerry was the reason we bought our car. He worked with us for a great price and provided excellent customer service throughout our whole experience. for a great price and provided excellent customer service throughout our whole experience. More

Ian was amazing. We first spoke to him on the phone after contacting the dealership via the internet. He was with us every step of the way going above and beyond anything we could have expected. If it after contacting the dealership via the internet. He was with us every step of the way going above and beyond anything we could have expected. If it were not for Ian we would not have purchased this vehicle. He personalized attention really made the deal Ian is one amazing guy and should should be commended by his higher ups! Thank you Ian!! More

That is really a fantastic journey to purchase a car with Jerry. He is so professional, easy-going, and also very kind. I just come from China and totally know nothing about cars, but I can talk with Jerry Jerry. He is so professional, easy-going, and also very kind. I just come from China and totally know nothing about cars, but I can talk with Jerry with no worry, he lead the car to me and introduce it with details. He works hard with efficiency and passion, which enable me to get the car just in a short time. Trust me~ If you are searching for a good deal with high quality, JERRY should be the perfect choice for U~ ~! More

I had a great experience working with Bernardi Toyota! All the staff are so willing to help and are so efficient in what they do. I got the pleasure of working with Jerry and he by far is the best car sa All the staff are so willing to help and are so efficient in what they do. I got the pleasure of working with Jerry and he by far is the best car salesman I have ever met. He is reliable, has great customer service skills and is very knowledgable to help you with the car buying experience. He was able to help and assist me in the best way possible so I would be able to lease my brand new Corolla! I was skeptical about leasing especially with my first car but Jerry made me feel comfortable by reassuring me that this is probably one of the best things to do for a recent college graduate. And since it was the end of the year, Jerry was able to offer me the best price for the car that is still within my budget. I had no way of getting to the dealership so I could sign the papers for my car, so Jerry offered to come and pick me up (40 minutes away). I dont know of any other salesman that would take time out of their day to do that?! If there is anyone in need of a new car, I definitely recommend going to Bernardi Toyota and asking for Jerry, he won't let you down! More

I had a very pleasant and positive experience purchasing my new camry le. Brandon made the whole process quick and easy catering to my very busy work schedule. He was a pleasure to communicate with and talk my new camry le. Brandon made the whole process quick and easy catering to my very busy work schedule. He was a pleasure to communicate with and talk to . Brian was just as wonderful . I stayed in my price range and got the car i originally was looking up from the beginning. I will continue to follow Brandon in all my future car purchases. As i am very happy with my purchase . I recommend this dealership to anyone looking for a new car. Ask for Brandon Keddy . He will not disappoint you. Thank You Brandon. More