Kevin Robinson

I normally don’t write reviews, but my family’s experience with Berlin City Auto Group has been so disappointing and exhausting that I feel obligated to warn others. My son purchased a 2016 Toyota experience with Berlin City Auto Group has been so disappointing and exhausting that I feel obligated to warn others. My son purchased a 2016 Toyota Tacoma from Berlin City in July 2024. Within 2,000 miles, the oil light came on and the truck was already low on oil. By October, Downeast Toyota diagnosed major engine damage — oil leaking into three cylinders, likely from overheating prior to our ownership — and quoted $12,800 for a replacement engine. This is not normal wear and tear for a Toyota with 115k miles, and it certainly shouldn’t happen within three months of purchase. When we contacted Berlin City, we were bounced between managers, given contradictory information, and ultimately told they “couldn’t do anything” because we didn’t buy their extended warranty. We were originally told that warranty work could only be done at their NH location (over 3 hours away), which we later learned was not true. Communication was terrible. Calls weren’t returned, promises of follow ups were ignored, and even during a Better Business Bureau complaint, Berlin City avoided answering basic questions — including three separate requests for them to perform their own diagnostic. Their GM later admitted he simply “missed” the question, despite answering others in the same thread. We also learned through the NH DMV that Berlin City failed to complete the required state inspection when selling the vehicle, resulting in a dealer violation letter. During mediation, they claimed the truck had undergone a 122 point inspection, but the Carfax shows only a 49 point inspection was performed. We pursued small claims court, and Berlin City failed to appear twice, delaying the process even further. After months of back and forth, mediation, and complaints through multiple agencies, Berlin City still refused to buy back the truck or take responsibility for selling a vehicle with a serious pre existing engine issue. My son is a member of the Army National Guard who saved for years to buy his dream truck. Instead, he ended up with a $27k vehicle that needs a new engine after three months, and a dealership that has done everything possible to avoid accountability. I strongly recommend avoiding Berlin City Auto Group. Based on our experience — the lack of transparency, the poor communication, the inspection violation, and the refusal to stand behind the vehicles they sell — I would not trust them with another purchase. More

Print

Service was quick and fast. With their coupon the service is much more affordable. Only complaint is they gave me my key and I had to walk all over trying to figure out where th With their coupon the service is much more affordable. Only complaint is they gave me my key and I had to walk all over trying to figure out where they parked my truck. More

Print