Calderoni Productos Industriales S.A. de C.V.

[redacted], We would be happy to reimburse you for half of the repair as a good will gesture. thank you...  [redacted]

We are happy to assist the customer in checking to see if this part can be covered under manufacturer’s warranty.  Damage from improper installation is not covered. If [redacted] goes to Bernardi Honda in Natick (Town next to where he lives) ask for [redacted] for assistance.

we had some internal issues with the credit card refund with not having the complete information on the card as well as a delay thinking there was an accessory charged to the deal.the refund is now complete as well as a free car detail certificate that also will be mailed out today ! ?

Many prospects had inquired about the 2013 [redacted] stock number [redacted].  A few appointments were set up on the vehicle by the sales staff. Our normal practice is if a vehicle sells Bernardi [redacted] calls prospects with later appointments on the vehicle to explain that and go over other options...

for the prospect. This vehicle was sold and the customer that purchased it was in our finance office as [redacted] appeared in the showroom. The Finance department had just brought the clients that chose the car ahead of [redacted] seeing the car by minutes.  Until those clients were known to be "financeable" we did not fully know that this was "a done deal". There was no time to give [redacted] a heads up that the vehicle was sold and what other vehicles would be similar. Upon greeting [redacted], Salesperson [redacted] (who was the salesperson on the vehicle), stated that he was sorry but that car just sold minutes ago.  Again the employee apologized and offered to show her any other car she may want to see. She then spoke with the used car manager [redacted] who addressed her assertion that Bernardi [redacted] never actually had the vehicle.  [redacted] offered to allow her to speak with the purchasers when they came out of the Finance office.  [redacted] declined. [redacted] entered into an angry conversation with the General Sales Manager, [redacted].  [redacted] apologized no less than 5 times as she was causing a scene in the middle of a very busy showroom.  [redacted] addressed the unfortunate timing and denied her request to address our employee [redacted] as she clearly had no way of knowing the car just sold.   [redacted] then made threats to several employees and stated further that she was going to tell everyone about her poor experience. [redacted] then left the showroom. Computer timelines, camera videos (customer that purchased vehicle going over finance options), and paperwork are available for the Revdex.com to review if needed. No other customer information can be or was disclosed to [redacted] due to privacy laws. Tell us why here...

The customer is being contacted by our Service Appointmentcenter. There is an open campaign on his vehicle. The open campaign is “[redacted]”Inside Door Handle Inspection/Replace. Attached is the print out from the[redacted] factory site that shows the customer is incorrect. There is a newpending recall. The...

customer does need to schedule an appointment to get thiscampaign completed. I will use this Revdex.com complaint as permission to drop [redacted] from being contacted in the future. [redacted]

Revdex.com:
I have personally spoken to [redacted] in...

regards to this matter. We have agreed to have my car looked at by Bernardi to try and rectify the issues. I have expressed that I am not willing to pay for any further work that may be required. I have already reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Mr, [redacted], Your deposit was refunded in full per your request and we apologize for any confusion.  Thank you

We will reach out to the customer and invite him back in (he already has a new appointment) and replace the key we did not have when he arrived at no charge - [redacted]

Thanks for reaching out. We are unaware of any issue.  All paperwork has been finalized and referred to the client. We would be happy to help [redacted] with her inspection sticker refund. [redacted]

Hello [redacted], We are still happy to replace the damaged running boards. To date, [redacted] has not received a message from you.  Please email [redacted] and you may also CC [redacted] The swap can be made this week.   ~ [redacted]...

[redacted]

Good afternoon [redacted],
    Thank you for reaching out. While customer service is imperative to us - We are...

perplexed at the situation. Your wife came in and and authorized all repairs which were recommended prior to us doing any work to the vehicle. Part of our process is to receive authorization in advance of any repairs – specifically to avoid any situation like this where a client may feel they had not authorized work.
As you can see from the attached document – we provided an itemized, professional estimate with all costs – before we did the work.
Your wife provided us the authorization to repair – as evidenced by the signature under the “Authorization for Repairs”. We take pride in conducting ourselves ethically and never “overselling” work. At 25k – wipers are typically needed – as is an alignment. We ensure our prices are competitive and – most importantly – we want to be sure that we do the right thing by all our customers. If your wife had any  questions as to whether or not you wanted to do the repair – she had time to contact you and make a family decision. I can say with confidence there was nothing underhanded about this. It was recommended, minor maintenance that is provided in order to provide you world class service and keep your [redacted] running in great condition. Alignments ensure good drivability and enhance the lifespan of your tire. Hardly a bad investment considering New England roads.
While we are sorry to see your reaction – we remain confident we conducted ourselves professionally, ethically and in the manner you yourself would. I would encourage you to stop by or call anytime if you want to speak to me personally. I will give you as much time as you need and would love to meet you and speak. Thank you for reaching out.
  [redacted]
  General Manager
  [redacted] Natick
  [redacted]   [redacted]   [redacted]   *  [redacted]   *  [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  I have reviewed Bernardi Honda's response and want to express my concerns with how they are sugar coating the whole situation.  When I was told that they were not going to sell the car to us the reason was not because of there being no title, but because of the misrepresented mileage.  They would loose to much money as the car in question had a higher value with the lower mileage. Also, there was no mention of a replacement car like the one we had our deposit on with the correct mileage.  [redacted] was extremely rude at the time of our conversation and was not apologetic at all.  Not once did he state he apologized for the situation at hand.   Bernardi Honda states that they pride themselves with customer service, but I don't see how with the treatment we have received.  Their response has been a total lie.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.] Since I have written a few times without response, I'll wait until I get an actual WRITTEN response with verification that the parts 1. will be swapped, 2. the new parts have shipped with a tracking number, 3. A label provided to return the defective parts should be provided to return the defective parts.  There is  a saying that goes that a word to the wise is enough!  Yes they got my emails, as you admitted, all of my correspondence has my contact information including telephone, address and email so you, could have contacted to get more information or provide whatever remedies is there for me to correct this particular issue.   Hopefully, this time they'll respond because I just sent them an email.  
Regards,
[redacted]

In regards to the customers claims the stores reasoning for canceling the sale was due to losing money versus no title present.  The store at the time had no knowledge the title was not present otherwise the vehicle would not have been made for sale in error.  Secondly I apologized multiple times and was the person who offered to find another vehicle under the customer's specifications.  We are truly sorry for the situation and wish it could have been avoided.

Below is our response.  We have made every effort with this customer possible.  Attached are our copies of the cancelled checks as well as previous communications.   Mr. [redacted], We have received your email and read its contents entirely and with great care.  We...

thank you for your candid feedback and time spent communicating with our company regarding the events that have taken place.  We feel that our standards and values as a company have been upheld to the highest level in our offer and subsequent acceptance by you as our customer.  Attached to this communication you will find the copy of the canceled check whereby you received your refund for the maintenance plan.  In addition, a copy of the email communication from [redacted] clearly defining the conditions of the refund.  In both instances your concerns were more than taken care of.  In addressing your concern regarding disclosure of future recommended services, this is not a standard industry practice nor requirement under federal or state law.  Due to the fact vehicles, can and are serviced at many different establishments and the lack of consistent verified reporting of those services it is not a business practice consistent with our and other automotive retail standards.  For over 40 years Bernardi has strived to meet or exceed all our customers’ expectations however we realistically understand we are unable to fulfill that standard each occasion.  In this instance, you may not agree with us however we have exhausted our efforts and sincerely wish you all the best in your future automotive endeavors. Regards,[redacted]Bernardi Auto Group From: [redacted] Sent: Friday, February 17, 2017 8:49 AM To: [redacted] Subject: Honda of Natick concern Mr [redacted], Enclosed you will find a 3 memo summary of my experience with Bernardi Honda of Natick. It has sent to [redacted], [redacted], [redacted] and [redacted]. I have received nothing back. My frustration with this dealership has been sufficient to fuel my continued energy to bring visibility to a problem that I believe is chronic and systemic.I would like to be assured that my experience is understood and appropriate remedies are being sought. If you find the enclosed too cryptic I am able to provide more email correspondence as well as my own commentary. Regards, [redacted]  1. Below is a summary of interactions with Bernardi Of Natick regarding the Jan 15, 2015 purchase of 2011 [redacted]; 7/2/15 to[redacted] I am escalating two issues that I have discussed with [redacted], finance director and [redacted], sales GM. I am seeking a remedy that is better than they have offered. Additionally, I intend to bring visibility to business practices that I believe a reasonable person would find inconsistent with “Bernardi for Life”.    Issues;I have had two separated interactions with Bernardi of Natick that have broken my confidence and trust with the dealership. I believe I will demonstrate a deviation to one of Bernardis stated goals as I recount these interactions. “Our goal is to build a trusting lifetime relationship with our customers via a commitment to service, quality, and comfort that will take the car-buying experience from a formidable obstacle to a quick, easy experience you may very well enjoy!”  Chronology of events;1. a. 1/15/15 purchase 2011 [redacted]…mileage 120503, [redacted] sales.1. b. purchased Basic Prepaid Maintenance for $695 from [redacted]. 2. 1/20/15 contact Finance dept., [redacted], to inquire about specific coverage  of prepaid maintenance plan. The menu I was provided by [redacted] only provided a high leveldescription and lacked line item detail as well as a contact # for roadside assistance. 3. 3/4/15  received first vehicle maintenance plan description of benefits from “All of us at Benardi Honda”. 4. 6/10/15 received second vehicle maintenance plan description of benefits from [redacted]. 5. a. 6/17/15 oil and filter change. Service advisor points out timing belt replacement due “every 7yrs/105k miles” for $760.5. b. I contacted [redacted] requesting cost be covered by Bernardi as the vehicle had exceeded the mileage threshold at the time of purchase. 5. c. Bernardi declines to cover cost however the service dept offered me a $50 reduction to total cost.  6. a. 6/17/15 talked to [redacted] to determine which plan was in effect as neither was identified as the plan of record. Abe did not know, directed me to the plan underwriter.6. b. underwriter indicated 6/10/15 plan to be plan of record.6. c. asked underwriter why roadside assistance was not listed under “description of benefits” and the informed me that it was not included in their menu but may be covered by Bernardi?6. d. Contacted Bernardi and got the # for roadside assistance…(1 [redacted]). Rep referred me to finance dept for further info regarding its absence from the 6/10/15 description of benefits plan. 6. e.  Contacted finance dept, [redacted], who indicated roadside not included and in fact the maintenance plan was not customary for used vehicles and agreed to refund my payment in full. 7. 6/19/15 contacted [redacted] in finance dept to review my case…left voicemail. 8. 6/25/15 [redacted] and I talk after several days of back and forth calls. He informed me that [redacted] was released, he was brought in to clean up problems, maintenance plans not sold for used vehicles and he was refunding my payment of $695. 9. 6/30/15 called [redacted] back to review my larger concerns resulting from both of these events. When I stopped looking at each issue separately to be solved I realized my trust and confidence in Bernardi going forward was broken. Referred me to [redacted].  10. 7/1/15 contacted [redacted] to discuss my reaction to both issues. Summary of our conversation below under concerns.   Concerns;A. Maintenance Plan;1. Bernardi sold me a fraudulent maintenance plan.2. Bernardi did not surface the issue, I found the problem, which means that Bernardi does not have systems or procedures in place to identify.3. Bernardi has had my money interest free for more than 5 months.4. Bernardi promised to return my funds on 6/25 and as of 7/1 they have not done so. B. Timing Belt;1. Bernardi should have known or could have known the timing belt maintenance mileage threshold had been met once they acquired the vehicle and prior to sale to me.2. Bernardi failed to inform me at the time of purchase that I would see a $760 recommended  maintenance at my first oil change! 3. Bernardi failed to fully disclose the need for replacement of the timing belt at time of purchase. Summary;In both cases above it is Bernardi of Natick who has benefited financially at my expense.The tag line, “Bernardi for life” is a statement that implies a level of customer satisfaction and performance that is well beyond what the state legally mandates for dealership compliance in MA. All of my pre-sale interactions were very positive and I was happy to contribute formal feedback commensurate with my experience. Post sale support has been quite the opposite and just abysmal. I have received documents that are not clearly identified, talked to staff that are not knowledgeable and appear to guess, I have had long wait times for return calls, I have not had one person work my issues on my behalf, had poor response times, been bounced all over the place and I have not received my funds in a reasonable time frame.   2. Below is a summary of concerns/issues following my Aug 30, 2016 purchase of 2008 [redacted]; 9/7/16 to[redacted] Mr [redacted],  Two matters to bring to your attention in this memo;1. Previous 2011 [redacted] maintenance plan cancellation2. Current 2008 [redacted] problem Regarding the cancellation of my maintenance plan for the 2011, I was simply disappointed.  It was given as a remedy for pain and frustration endured through no fault of my own. It is stopped after 50% of it is delivered, yet my pain and frustration was not halved.  After my conversation with [redacted] in finance this past Friday, the enclosed statement from your original memo to me is clear. However, my interpretation a year and a half ago was very different. Given Bernardi's generous offer to me, I just assumed it referred to actions outside of Bernardi, with another dealer.   "This plan won’t be eligible for transfer and you would lose any unused benefits if you trade, miss or total your vehicle."  Honestly, the term "miss" was unclear, "total" had nothing to do with Bernardi and "trade" may or may not involve Brenardi. So my take away after reading the statement quickly was clearly not to expect a potential deterrent to my future business with Bernardi to be part of the maintenance provision.  Said differently,  why would I knowingly give back half of the $695 gift?  Regarding the 2008 [redacted] which I picked up Friday last. I called [redacted] on my way home to report a scraping and clicking sound that occurred as I was braking. He said the truck has been sitting so run it awhile. By the time I got home I was very uncomfortable with the sound and left a detailed message describing the problem with [redacted] in service. We talked this morning and I need to wait till Friday to address it.  Here are my frustrations;- I returned an unused maintenance plan valued $369.41 to Bernardi- I have a braking issue and am doing minimal driving- I will need to spend several hours of my time Friday to problem solve the issue- I have had problems/complications with each purchase    I needed to document these concerns as my previous memo does not comprehend the whole story.  Clearly, I would have preferred my recent positive purchase experience to have lasted longer. But my frustration has hit the tipping point as I have been/will be inconvenienced and my trust in Bernardi challenged. I bought the low mileage 2008 for several years of increased confidence in problem free driving. Now I feel like I am right back where I was with the high mileage 2011 and I paid more to be there! Regards, [redacted] 3. Below is my last memo to Mr [redacted]. A small rust blemish was repaired to close Aug 30, 2016 sale and reappears 5 months later. I believe there to be a systemic management problem at Bernardi Honda Of Natick.    Jan 24 (7 days ago) to[redacted] Mr [redacted], Yesterday I lost my temper with [redacted] and that was my bad. However, it became clear to me that I have reached my limit with Bernardi Honda of Natick.After a night of reflection, it is my intention to make this feedback more constructive. So where do I see the problem?I have an opinion on this question and will lay out some important events that support my problem statement. > 1/15/15 purchase 2011 [redacted] with 120503 miles and purchased a Basic Prepaid Maintenance Plan for $695.  Mistake #1 -  (I was sold the Basic Prepaid Maintenance Plan that should not have been sold me)  > 6/15/15 was informed by service that 2011 [redacted] needed a timing belt for $760. This is within 6 months of purchase and should have been done at 105k mileage.  Mistake #2 - (I had to argue and plead with several Bernardi employees for a reasonable remedy) > 8/30/16 purchase 2008 [redacted] with 52820 miles and a breaking problem surfaces on the 25 mile drive home. Limited driving all week till service could be scheduled with Bernardi.  Mistake #3 - (Problem determined to be pebbles in drum causing grinding...Bernardi safety checklist insufficient to capture obvious problems) > 1/23/16 the "deal breaker" blemish identified and repaired at the time of sale on the 2008 [redacted] reappears!  Mistake #4 - (A superficial repair was made, just kicking the problem down the road! No customer advocacy or representation)  I have 2 takeaways from my experience with Bernardi;1. Preventable problems need to be prevented...period! When you tell me you want to "make this right" and its a second time for the same problem, is it not reasonable to doubt your sincerity?2. All of the mistakes identified attempted to or directly benefited Bernardi financially. Problem statement; - Poor management practices and/or HR policies. I don't want to believe that [redacted], [redacted], or [redacted] etc are bad people. I think there may be some bad management practices/policies that lead to bad customer decisions...out of lockstep with "Bernardi For Life". In business, human behavior is driven by incentives.  Lastly [redacted] and on a more personal note. Your previous comment of being "surprised and taken back by my requesting a maintenance plan to be prorated" is now very offensive in light of my total experience with your dealership. My final proof point that I am not trying to get something for nothing and principle matters to me is that I decline your offer to repair the 2008 [redacted]. So, in retrospect you have saved money on the early termination of the maintenance plan for the 2011 and no further body work on the 2008.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
I have emailed this person several times and have not received a response from them.  I also believe they have sufficient information to proceed with a swap. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I already dropped off the faulty part last week and  I have not received my money back until now, I need that money to fix my car.I believe that Bernardi Autogroup  should refund me immediately since I bought this faulty part directly from Bernardiparts.com Not from [redacted].
Regards,
[redacted]