Bertera Auto Group (Headquarters)

Extended warranty not refunded not pro rated correctly. I purchased a vehicle 10/13/14 - the car needed repairs as per the sales agreement, I did not take possession until 10/29/14. At the point of sale I purchased the extended warranty at the cost of 1500.00 I was told it was refundable and transferrable. My vehicle was involved in an accident on 11/4/14 and declared a total loss. I contacted the dealership and provided all necessary information for a refund on the warranty. I had the car in total 7 days, I was refunded 806.00 out of the 1500.00 I paid. I have tried to resolve with the dealership and spoke to the [redacted] who was rude and disrespectful and wouldn't even let me speak. I am seeking your assistance inDesired Settlementa fair refund of more than 806.00 for 7 daysBusiness Response We have been in contact with Mr. [redacted] and have resolved this issue.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I requested a follow up email with direct contact information as this process has taken an extra 4 months and I never received a follow up email from the [redacted] who called me. Even though I had given him my direct email and he verbally acknowledged to do so. Final Business Response Dealer has contacted customer again to discuss this issue and verify that he has received his refund.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)There still has not been a follow up email as promised by [redacted] of [redacted] Department describing incident and resolution for personal records.

I was called on a Sunday and yelled at over the phone because I submitted a negative survey about my experiences purchasing a new car.I purchased a brand new Nissan Rogue from Bertera Nissan, Auburn and did not have a good experience. After a lengthy process to acquire the vehicle that I wanted, not hearing from our salesman for over 2 months (when we were told the car would be available in 4-6 weeks), being told there was no available service plan when the website clearly stated that there was and dealing with several issues that needed to be fixed on the vehicle after purchase, I brought the vehicle home on 1/1/15. A customer service survey was emailed to me and I was very honest in the survey. I completed the survey on 1/24/15 (Saturday). On Sunday 1/25/14, I received a phone call from Jason Testagrassa, who identified himself as the "general manager". When [redacted] called I did not pick up my cellphone immediately because I did not recognize the number. He called at 1:29, 1:31 and then again for a 3rd time at 1:31. I picked up when he called for a 3rd time thinking that this phone call was an emergency. [redacted] proceeded to demand to know why I answered the survey so poorly. His voice was raised and he was very aggressive on the phone. He told me that my survey was the "worst survey they have ever received in the history of Bertera of Auburn". He wanted to know what "my problem was". I immediately asked to speak to someone else because I did not think it was appropriate to be yelled at over the phone for answering a survey honestly. [redacted] told me that there was no one else that I could speak to because "he was the general manager". I told him that my survey was honest and it was how I truly felt about my experience at their dealership. Jason again raised his voice and said "this is our livelihood...we obviously don't make money off selling cars - this is our livelihood". I responded that they should treat their customers better and that calling someone at home and yelling at them about a survey is not good customer service. I told him that based on my experience I would not purchase a vehicle from them again. Jason responded "Good - I hope you don't buy from us again, we don't want you as a customer". We purchased an extended warranty from the dealership but now I don't even want to use it after being treated the way that I was. I do not feel comfortable even entering the dealership to use my warranty or service plan.Desired SettlementI would like my service plan transferred to a different Bertera Nissan store so that I do not have to go to the Auburn site after being treated so poorly.I would also like an apology.Business Response Dealer has contacted customer to discuss and resolve this issue.

Bertera was a wonderful dealership to work with. Their entire staff did everything they could to get us a great deal and were very honest during the process. We would recommend them to anyone and will be buying all of our future Subarus from them.

All was great for me . They help me out and was very nice

DEF SYSTEM FAILED. TRUCK IS INOP COMPLETELY. HAVE EXTENDED WARRANTY DEALER REFUSES TO REPAIR. KEEPS DRAGGING OUT FOR WARRANTY TO EXPIRE.NEW 2014 DODGE [redacted] WAS PURCHASED ON 07/15/2014 WITH EXTENDED WARRANTY THAT COVERS BUMPER TO BUMPER 72MO/100,000 MILES. WE PAID $1395 TO HAVE THE WARRANTY WITH A $0 DOWN FOR REPAIRS. BALL JOINTS ARE COVERED UNDER WARRANTY BUT DEALER SAID HE WONT REPAIR SO I HAD TO REPLACE THEM MYSELF AT 56,XXX MILES COSTING ME $200. TRUCK NOW HAS A FAILED DEF SYSTEM THAT HAS COMPLETELY PUT THE TRUCK INOP AND IN FAIL SAFE MODE. THE TRUCK WAS BROUGHT IN 3 TIMES FOR THIS ISSUE TO BE RESOLVED. FIRST TIME WAS IN MAY WITH NO INVOICE PROVIDED AND STATED DEF SYSTEM LEAKING AND CHECK ENGINE LIGHT. DEALER RESET CHECK ENGINE LIGHT WITH NO CHARGE. NOTHINGS WAS DONE TO EXHAUST. SECOND TIME WAS BROUGHT IN FOR THIS ISSUE WAS 06/01/2015 STATING THAT DEF SYSTEM WAS LEAKING AND CHECK ENGINE LIGHTS ON. INVOICE #CHCSXXXXXX WAS CHARGED $240 BY ADVISOR [redacted] TAKE IN MIND I HAVE $0 DOWN FOR WARRANTY WORK AND STILL WAS CHARGED. THE ADVISOR WAS SHOWN A VIDEO OF THE SYSTEM LEAKING WAS NOT STATED ON THE INVOICE. ISSUES WERE NOT RESOLVED BECAUSE ALL THEY FOUND WERE ERROR CODES THE SYSTEM WAS THROWING OUT. ALL DEALER DID WAS RESET ECM. AFTER 30MIN OF DRIVING ALL FAULTS WERE BACK ON THE DASH AND SAME ISSUES CONTINUED. I HA A SCHEDULED APPOINTMENT ON 06/26/2015 BUT WAS UNABLE TO MAKE IT TO APPOINTMENT. THIRD VISIT WAS ON 07/08/2015 BROUGHT IN FOR SAME PROBLEMS LEAKING DEF SYSTEM. NOW DEALER SAID THERE WAS DAMAGE THAT CAUSED THE LEAK. NO DAMAGE IS VISIBLE TO EXHAUST SYSTEM STILL SAID THY WONT REPAIR THE DEF SYSTEM BECAUSE NOW THERE REASONING WAS DAMAGE AGAIN NO DAMAGE VISIBLE TO THE EXHAUST. THIS INVOICE # CHCSXXXXXX WAS CHARGED $120 BY ADVISOR [redacted] AGAIN KEEP IN MIND I HAVE $0 DOWN FOR WARRANTY WORK. THEY ALWAYS FOUND A REASON TO CHARGE ME FOR THEIR SERVICE STATING ITS NOT COVERED UNDER WARRANTY. CURRENTLY THE TRUCK IS COMPLETELY INOP WONT DRIVE AND DEALER STILL WONT REPAIR THE THE EXHAUST SYSTEM SAYING IT WAS DAMAGED WHICH NO VISIBLE DAMAGE TO THE EXHAUST SYSTEM. THE TRUCK IS COMING UP TO THE 100,000 MILES AND THE DEALER KEEPS DRAGGING THIS OUT TO NOT REPAIR THE TRUCK. AND TRUCK NEEDS TO BE TOWED AND DEALER WONT PAY FOR ANY TOWING. ALL APPOINTMENTS WERE MADE FOR REPAIRS BUT THEY NEVER HAPPENED.Desired SettlementI WANT ALL MY MONEY REFUNDED $120 AND $240 AND TOWING CHARGE OF $250. I WANT MY EXHAUST SYSTEM REPLACED INCLUDING THE DEF SYSTEM NOT REPAIRED BECAUSE IT IS A FAULTY SYSTEM FOR FREE OF CHARGE. INVOICE # CHCSXXXXXX STATES THAT A NEW EXHAUST NEEDS TO BE ORDERED AND REPLACED. THIS IS A WARRANTY ITEM COVERED UNDER EXTENDED WARRANTY WHICH I HAVE PAID FOR AND SHOULD RECEIVE BINDED BY THE CONTRACT THEY HAVE SIGNED WITH ME COVERING BUMPER TO BUMPER. I ALSO WANT TO KEEP ALL REPLACED PARTS AND NOT TO BE DISPOSED OF.Business Response We have been in contact with Mr. [redacted] to discuss this issue. His insurance company is currently working with him to resolve this matter.

Failed to issue a refundthey required a 100.00 deposit to proceed with the credit portion of a car sale. this sale never occurred, to this date 05/09/2015 that have failed to refund me my deposit. I have several emails with the [redacted]r which you will clearly see is very un proffessional and has failed to refund my deposit in addition to threaten me that he will release my name and credit report publicly .Desired Settlementmy 100.00 deposit refundedBusiness Response We have attempted to reach Mr. [redacted] and have left messages to arrange the return of his deposit.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)they have never Emailed me or just refunded what they owed me.After the threats from the [redacted] I refuse to speak to them on the phone. ( there are many other ways of communicating ) they have also submitted credit apps with out my permission.Final Business Response Please confirm that refund has been received.

They continue to ruin my credit plus refuse to get the money to [redacted] Credit Union that is due them!The manager [redacted] and [redacted] refuse to help.Please have them move the money to [redacted] Credit Union over $3,000!Desired SettlementPLEASE HAVE THEM STOP PLAYING AROUND WITH MY CREDIT! IT SHOULD HAVE STAYED WITH [redacted] CREDIT UNION!!!!! THIS IS URGENT! THANKS!Business Response The dealership has already mailed the check per required procedures. We are unaware of anything that we have done incorrectly or to harm her credit. Please contact us if there are any other issues.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't see or am able to read one where is it!Final Business Response As stated previously we processed the paperwork correctly and dispute the claims being made against us. Please contact [redacted] if you would like to discuss this matter further.Final Consumer Response NO my credit has been destroyed by them! The idea of them writing to creditbureau would be nice! [redacted] Credit Union still feels that I owe them $ 525.00because of late processing by Bertera or Subaru!!!!! I am upset with the factthat I went from 0% financing to 4.0% financing and lowering my credit scoresall because of recalls on cars that were no different other than the year JUSTbecause of recalls on cars by Subaru!!!! Check into the cars I purchased atBertera and you will see that none of them have different features other thanthe year! They never gave me the back-up beeper for handicapped the otherreason cars were changed. I am handicapped and they promised me handicappedequipment and NEVER got it for me!!! Still I have almost killed several peoplebecause of backing up problems!! I want this always on their record unless theyfix these unfair practices to handicapped individuals! They took advantage ofthe fact that I have severe reading disabilities due to [redacted] even if I was a [redacted]for 30 years! I never read a book by myself! There [redacted] department personsaid be nice to me and get the report off or you will not get the money! I told herthat was unfair the two years that she did my paperwork and I was not changingmy mind! Even [redacted] Bank was upset that Bertera gave me to another creditunion without contacting them. [redacted] Credit Union was horrible and kepthanging up the phone on me and the [redacted] people! They said it was Bertera'sfault always and still is!!!!! I should have not had to pay every time for paint protection when I did not even have the car for a year! REALLY THREE CARSIN TWO YEARS WHY? PAYING $52,000 FOR A $32,000 CAR WHY? Nowonder no bank wants me and can't believe the price I am paying for my presentcar with NO coverage! They took it all off to reduce the price a VERY little! Ijust had my oil changes this weekend and service said I have no coverage ona brand new car!!! RIDICULOUS FOR $52,000!!!!!!!In response to your e-mail below regarding a balance due on your account, our records indicate that your loan account opened on [redacted] on a 2015 Subaru [redacted]XXXXXX, is paid in full with no outstanding balance due. The loan was paid off by [redacted] Credit Union on 4/29/15 and the title was released to them. We have no loan accounts active with you at this time.All issues related to the dealership must be addressed by them directly. Thank you![redacted]

My wife bought a 2006 Nissan Pathfinder in March of 2010. In July of 2015 her Pathfinder broke down, the engine and radiator need to be replaced. We purchased a 7 year 100k mile warranty for this vehicle in 2010. The Pathfinder has been at the dealer for weeks ,they dealer is now telling us that our warranty expired in 2013. Apparently the warranty starts back at the in-service date back in 2006 when the vehicle was new. We didn't own the vehicle in 2006. Also the factory warranty would have been 5 years 75k miles. We have been going back and forth between the Warranty company and Berterra Nissan for weeks with no resolution. We just keep being told our warranty is expired. Which I don't believe is the case.Desired SettlementTo have Berterra Nissan honor the contract that they sold us, and get our Pathfinder fixed.Business Response The dealer has been in contact with the customer and this issue is being resolved.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)After one month , Bertera Nissan has decided to fix the Pathfinder for us. They are replacing the engine and radiator and should be done the end of the week. We satisfied with the results.

The service and sales department refuse to hear or help with my issues of the motor vehicle that wasyu sold to me.We purchased a 07 GMC [redacted] from this dealership back in Oct of 2014 and there were so major issues that were promised to be fix before pickup of vehicle. After about 2 to 3 weeks vehicle was picked up and needed to be brought to [redacted] dealer for a Mass state inspection which was failed there on a safety and needed to stay at that dealer for 3 days. After a bunch of phone calls of back and worth [redacted] got Bertera Chevy to pay for the repairs but would not return my calls or talk to [redacted] at the time. And on May 5 2015 we were driving are vehicle and the car died on us. We had to have it towed to a garage and they informed us that the motor is no good the piston and value broke inside the motor and completely no good car needs a whole new motor can not be driven anymore or fix it needs a new motor installed in it. When I was informed about this I called the dealership to talk to them the original manager that I was dealer with has been fired already and the new manager that I had to talk to said he has no idea about us buying a car from there he has never heard of any problems and told me that we never had any problems and he said lemon law don't cover me and its been to lang I have to talk to the [redacted]. I called the [redacted] of course no answer so I left a message explaining what happened and what I need and received no phone call back and have tried to reach out but no calls back so now I am left with a vehicle with no motor sold by this dealership and will not assist in anyway or talk to me to even give me some guidance on what to do.Desired SettlementI am seeking from the dealership is first a apologize from the owner of the dealership. I would also like to inform them of the very bad service that I have gotten form the beginning of when I walked into the dealership form the end. How the managers that he has working for him have no customer service training at all nor do they car about there customers I don't even get a phone call back from the [redacted] to assist me with the problem and finding a new motor or that they don't even want to see the vehicle at there location. I just have never been treated like this from any other dealerships at all. And just been told that the manage that has helped me or I worked with was fired so oh well. I would like to know why I just was never even gotten a call back or why no one from the dealership will help me with the problem of a vehicle that was sold to me from them. The car has not even lasted a year. I would also like to see some assist with paying for the repairs or at least a check for all the innocence of this vehicle that they sold me and now not have a vehicle at all. And I would like to even see a loaner car until I can come up with the money and get a new motor for the car. And really I just want the owner to just know what kind of people he has working for him and they I was treated is just the worst and that I don't understand why he has people like that working for him.Business Response The dealer has been in contact with Mr. [redacted] to discuss this matter.

I purchased a used Outback from these folks in November. The first week we noticed a burning oil smell once the car had been running a while. We let if go until the 3 month(?) warranty that came with the purchase was about to expire. We called the dealership and were informed that the warranty only covered "safety items" and a burning oil smell did not qualify. So, we put up with the smell until we took the car in to another dealership for a recall. They informed us that the smell we had been experiencing was oil from a cracked head gasket. I contacted management at Bertera and they stated that they would not do anything as there is no way a cracked head gasket would have gone on that long without catastrophe (the other Subaru dealership and an independent Auto Shop disputed this claim). Buyer beware!

Repair items still not done. Vehicle has been to the service department 2 times.The 2011 Toyota Sienna I purchased from Bertera Subaru of Hartford, CT is my replacement vehicle for the Sienna I had lost in an accident. I purchased my current Sienna on March 17, 2015. At this time my rental minivan provided by my insurance company had been returned because the allowed amount covered by my insurance company was used up. I was in serious need of a car. It was not until March 30, 2015. When I finally received notification that my insurance company was paying off previous Sienna. I proceeded to finalize the deal. I clearly told Mr. [redacted] the salesman, that I wanted paint scratches touched up, I wanted tinted windows and the trim for both front seats repaired and the tires balanced. These repairs were supposed to be done before the vehicle was delivered to me. On delivery day, the only items done were the balancing of the tires and the window tints (the tints were paid for in the purchase price). Upon signing the paperwork with the finance person, I came across a document called "WE OWE". I explained what was negotiated with the salesperson and wanted the items written down on this document. The finance person immediately hesitated and called in the salesperson. Salesperson confirmed the items I had negotiated with him. The finance person still was hesitant to write it down. He wrote down "1 BOTTOM RIGHT COVER FOR DRIVER SEAT". The salesperson reassured me that all items will be taken care of and that they did not need to be written down. Salesperson said he would make sure all items would be taken care of. Sales person proceeded to setup the service appointment for the following week. I brought the vehicle in for service. At that time they replaced the driver seat trim and added a clip to the passenger seat trim. During this visit I made the salesman aware that the window tints had air bubbles in them. He reassured me that the issue will be corrected and that I needed to bring the vehicle back in. I did setup the appointment for the first week of May 2015. I made the salesman aware before this next appointment that I was still getting vibrations at highway speeds. I mention that the passenger seat trim was still coming off and that it was not properly repaired. Salesman reassures me all items will be taken care of on my second service appointment. I always dropped off the vehicle at 7:30 am when brought for service. When I came to pick up the vehicle on the second appointment, it became very apparent to me that they had the car sitting on their shop all day with nothing being done. I came to pickup the vehicle at 4:30 pm. and the vehicle was just starting to get the wheel balancing done. None of the other items were even looked at. I had to wait another 35 minutes before the car was ready. Here is July 10, 2015 and the window tints still have bubbles in them. The paint scratches were never touched and the passenger front seat trim is still hanging loose. The salesman had tried to get the vehicle done during the first week of July. I tried to make the service appointment and there were no slots available. At this point I have had enough with the run around. I need your help in this matter. I no longer wish to do business with this dealer. They will not touch my car again.Desired SettlementI was charged for VIN etching $199. I have not seen a VIN # etched on any windows.I was charged for the window tints $320.I request $519 refunded to me ASAP.That's plenty fair given that they did not do the paint touch up. That will run me another $300 to $500 to have done.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@berteramotors.comWe will have his tint fixed at the vender who installed them for him We will refund the 199 vin etch if it is not on the car thank you [redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I will not have the tint job redone with them because the vendor obviously did a butcher job initially. The rubber seals at the bottom of rear vent windows were left hanging out to the exterior of the car. I had pointed that out to the salesman. I had to get those back in myself. The plastic trim was left loose at bottom of rear vent windows. Who is going to guarantee that the next tint job is not going to have air bubbles in it?They need to refund my requested amount or in addition to my previously stated refund amount, must pay for me to have the paint scratches touched up elsewhere. They had their chance.Final Business Response spoke with customer and booth parties have come to a resolve with bertera refunding 199 for vin etch and 188 for window tint customer will pick up check Thursday 07/23 with [redacted] total is 387 to customer and this is a final resolve Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Spoke directly with Mr. [redacted] and arrived at an agreement. I will meet with him on Thursday 7/23/2015 to collect.

Dealership has failed to honor terms of GAP contract by not issuing GAP cancellation refund due to total loss accident on covered vehicle.I purchased a used 2010 Honda [redacted] from Bertera in Westfield MA on September 4th, 2014. I also purchased GAP insurance at that time (GPA #XXXXXXX) The cost of the GAP addendum was $799.00.On March 5th, 2015, I was rear ended at a stop light and my vehicle was deemed a total loss.While my primary insurance provider was processing my claim, I worked with [redacted] Insurance Services to process the GAP claim (GAP claim #XXXXXX)American Heritage was the GAP administrator included on the GAP Addendum I purchased from Bertera.My insurance company issued a settlement on March 17th.On April 8th, [redacted] informed me that they issued my GAP refund in the amount of $898.94 to the bank, [redacted] They stated that a refund request for the remaining portion of the GAP contract in the amount of $732.42 was sent to Bertera, along with a check for a portion of that amount.In May, after making the third and final paymentto [redacted] since the vehicle was totalled, I decided to reach out to Bertera with regards to the GAP cancellation refund.I spoke with a business manager, [redacted] who stated that they had not received the request from [redacted] I followed up with ** and had them fax a copy of the request to Bertera.After multiple phone calls, I was able to reach [redacted] again, who then stated that I would have to provide a letter from [redacted] stating that my account was paid in full before they could process a refund.I was able to secure a payoff letter from [redacted] on May 19th. I provided this to [redacted] the first week of June.Around June 11th,I received a message from Berterastating that their funds had been released by the bank and as a result they would not be able to process a refund at that time.I was able to reach another business manager, [redacted] I believe, around June 16th after a number of calls. He stated that they were waiting for further information from the bank and that they would get back to me regarding the refund.Throughout the remainder of June, I attempted to reach Bertera for an update. I spoke with sales associates who said that they would have a business manager call me back, and I left multiple messages. After no response, I decided to follow up directly with [redacted] under the assumption that there would be an overpayment on my account as a result of Bertera's funds being applied.On July 11th, I reached out to the Credit Adjuster, [redacted] who had provided me with the payoff letter in May. [redacted] forwarded my inquiry to the loan servicing department to look into. After a number of weeks with no response I followed up with [redacted] on Sep. 1st. There was a miscommunication and my account was never looked into, so she followed up on it with the loan dept. again.On September 15th, another rep. from [redacted] provided me with an update on my account, and explained why I had not received a refund from [redacted]She stated that there was an error made in the initial posting of my payoff in May. She explained that when they went to correct the account on June 9th, Bertera's funds had alreadybeen credited back to their account in the amount of $620.32. I believe that is why they informed [redacted] that their funds had been "released".As a result they voided the refund check that was to be sent to me, and applied the funds from the check to complete the corrected payoff. She stated that I should be working with the dealership directly as their funds were credited back to their account.I called Bertera on Sept. 15th to follow up with any available business manager. I was again told by a sales associate that a manager would call me back. I was told that months ago with no response.There may have been a misunderstanding when [redacted] informed Bertera that their funds were released,but for three months, Bertera has failed to follow up with me and failed to honor the terms of the GAP Contract I purchased from them.Desired SettlementI am seeking the refund originally requested of Bertera by the GAP administrator in April,in the amount of $732.42, per the terms of the GAP contract I purchased from Bertera.Business Response We have looked into this matter and apologize for the confusion regarding this issue. The refund has been sent as requested.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

We have leased our automobile for 3 years and decided to purchase the lease. We have purchased 4 other leases and 1 as recently as 3 months ago. When I called the bank that the payments were sent too get the lease buy out amount for the finance company they stated that we needed to call the dealership. I called Bertera and they transferred me to the finance department. I asked for the lease buy out and they indicated that I needed to call the bank when I told them I did and they advised that I needed to call you he rudely stated I will call you back and asked for a number. [redacted] from the finance company called me back and stated that I could only do the finance through them as it was a state law when I indicated that was not the case that I had just done a lease buy out he rudely stated that is what they do. I asked were in my lease it stated this he indicated it doesn't. Per my lease contact I am able to purchase the vehicle. Bertera is refusing to send the lease buy out to my financial institution. Stating that I can only finance through them which is illegal.Product_Or_Service: Chrysler Town and CountryDesired SettlementI would like them to fax the buy out sheet to my financial institution so that I may purchase my lease and not require me to do something that was not in my contract.Business Response Dealer denies the allegations being made against us and disputes the accuracy of the above statements. We have from the beginning attempted to facilitate this purchase and are still willing to do so per the guidelines that we are required to follow.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)While with much work and persistence on our part the general manager [redacted] agreed to work with our bank to complete the transaction per our conversation with our AAA agent and the loan officer who both have 6plus years doing this have never seen this our loan office advised us that since the bank that the lease was through did not have a license to sell in Mass that is why it had to be done that way this should have been disclosed to us at time of the lease being purchased the whole situation was extremely shady but we have completed the paperwork so I am going to close the case and just not do buisness with them going forward Final Consumer Response I guess you can close they did complete the transaction Sent from my iPhone