I want to state up front that this review is of the sales and sales management operation of Bernardi Toyota. I was a customer of this dealer's service department for 9 years, including all warranty, maintenance and repair work on both of my Toyotas.
I have never actually purchased a car from Bernardi Toyota, however. A bit over a month ago I decided to take advantage of some dealer and tax-related incentives to update my 11 1/2 year old Prius to a 2017 Prius Prime (I have solar panels on my house). I thought I would give Bernardi Toyota a chance to sell me a car.
The experience was a customer service disaster. I was working with them and another dealer on April 30th - the last day of a significant rebate on the vehicle. In the afternoon, the salesperson and I reached a price point. I was very careful to be sure that we understood each other - to the point where he calculated the sales tax on the price to demonstrate that that was the amount on which I would pay taxes. He even went of on the proverbial "talk with my manager". I couldn't close the deal because I wanted my wife to be in on the conversation, and she was at work in meetings most of the day. When I did talk with her later in the afternoon, she mentioned that she realized she had never test drove the car. So I suggested she call the salesperson and ask if she could once she left work. She called me back a few minutes later and told me that the salesperson indicated that he was concerned that "your husband misunderstood our conversation".
Skipping a few insignificant details, we found ourselves sitting with a sales manager 1/2 hour before all local dealers closed. The sales manager not only pushed back really hard on us, but made us feel as if we were somehow not being honest. He then said to us, "let me leave you two to discuss this.". We looked at each other, agreed that we had just been insulted, and walked out. Unfortunately, it was too late to return to the other dealer to purchase the vehicle.
The good news is that Toyota extended the incentive past April 30th, so we now own a Prius Prime and are very happy with it. We of course did not purchase it from Bernardi Toyota. I wrote the dealer a note on the website explaining what happened, but it was only after I sent a note directly to the person who arranged my original meeting with the salesperson that a sales manager called me back. They left a message, and I did the same, and never heard from that sales manager again.
When I sat down with the sales manager on April 30th, he could have acknowledged that perhaps the salesperson made a mistake, and while they couldn't do as well as he indicated, maybe to make up for the inconvenience they could do something. Instead, we got the treatment I described above.
The dealer obviously didn't care that my 9 years of service business has come to an end (unless the dealer does something to make up for their horrible treatment of a customer, I will not return there again). They have already missed out on a maintenance cycle and a significant repair on one of my Toyotas.
Interestingly, several friends of mine in the past have tried to purchase a car from Bernardi Toyota and had issues which they told me about, but I really wanted to try to do business with them given my happiness with their service department.
My goal here is to make sure others don't make the mistake of trying to buy a car from Bernardi Toyota.