Complaints

This profile includes complaints for Bernardi Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bernardi Auto Group

  910 Worcester Street Natick, MA 01760-2033

• 

  Bernardi Honda in Natick

  960 Worcester Street Natick, MA 01760-2033

• 

  Bernardi Toyota

  1626 Worcester Rd Framingham, MA 01702-5461

• 

  Bernardi Acura of Boston

  1600 Soldiers Field Rd Brighton, MA 02135-1111

• 

  Bernardi Audi Natick

  549 Worcester St Natick, MA 01760-1823

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17, 2025, I purchased a 2022 ******************* from Bernardi Honda in Natick, MA, with a Limited Used Vehicle Warranty guaranteeing coverage for defects. Within three days, the check engine light illuminated, and the vehicle was diagnosed with a faulty knock sensor and misfires.Despite returning the car for repairs, Bernardi Honda failed to resolve the issue in a timely manner, rendering the vehicle undrivable for over 18 business daysfar exceeding the 10-business-day repair limit under Massachusetts Used Car Lemon Law (MGL Chapter 90, Section 7N1/4).Bernardi Honda is denying my request for a refund by claiming that the delay was due to ordering parts, yet they have refused to provide any documentation proving that parts were actually ordered. Furthermore, they are denying a return under the signed Limited Used Vehicle Warranty but will not explain why or cite any language from the warranty to justify their decision.The car still isn't working.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Bernardi Toyota on 1/17 and put a ***** hold on a vehicle. On 1/20 I called the dealership and told them I changed my mind about buying the vehicle and want a refund of my 2500. I spoke with the used car sales manager ***** ******* who said the refund check was made and would be sent out in the next couple of days. I called the dealership 1/31 because I did not receive my check and spoke with ***** who said the check was not sent out but would be in the next couple days. I called today, 2/10 because I have still not received my check and ***** would not take my calls. I also tried to speak with the general manager, ****** ******, and was sent to his voicemail. I tried calling the receptionist back after leaving a voicemail for the general manager and was sent to voicemail without being able to speak to a receptionist.

  Business Response

  Date: 03/03/2025

  This refund has been processed

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used **** Q7 from **** Natick on 12/4/24, and the experience has been incredibly frustrating. After thorough research, my wife and I chose this vehicle, trusting the dealerships reputation and the cars solid maintenance history. However, after just 300 miles, we discovered that the vehicle was burning oil at an alarming rate.Before finalizing the sale, we raised concerns about black exhaust residue, and the sales representative reassured us that any issues would be addressed. Unfortunately, after taking the car to our mechanic, it was confirmed that the oil consumption problem could indicate serious engine issues. When I brought the car back to **** Natick, I was met with indifference. The technician claimed the engine was within "acceptable limits" and added oil without our consent. I was then offered a partial refund, minus nearly $2,000 in taxes and fees, with no alternative resolution *********** make matters worse, the sales manager, ***** ****, was dismissive and unhelpful when I sought assistance. As I left the dealership, the engine light came on, and I was told it was "normal" and simply had been ******** an attempt to escalate the issue, we reached out twice via email to the owner of the company, but received no response.While I understand that its a used vehicle, we specifically asked about oil consumption and potential issues, and were reassured everything was fine. The lack of transparency, poor customer service, and unresolved mechanical issues have left us feeling distrustful and concerned for our family's safety.

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a very bad experience with Bernardi. We placed a deposit of $2500 for a Sienna in 15Dec2022, which they said they would get us in our preferred color. 8 months later, they failed to get the car for us, and that was when we started to ask for a refund that they promised at the beginning. We called many times, and my wife left a review, which they responded like right away, but its been another 7 months, and we still havent received the refund.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new 2023 Honda Accord Hybrid Sport from Bernardi Honda in Natick, MA on April 30, 2023. Within nine months, there were three separate incidents when the gas pedal on the Accord stopped working mid-drive without any warning. 1. On June 25, 2023, going 35mph (under ***** miles on the vehicle) 2.On November 16, 2023, going 65mph mph (under ****** miles) 3.On January 21, 2024, going 25pmh. (under ****** miles).After shutting off and restarting, the gas pedal worked again. After each time, I brought the car to Bernardi. Each time they found loss of communication codes but couldnt identify the problem. Nothing was done. The third time, I was told via text on 1/25/24 that your Accord is communicating codes that we dont have a repair for yet. Even so, they were unable to fix the problem and advised me to file a claim with American Honda (case #********). On 2/5/24, my case manager said via phone that nothing could be ******* is known that my Accord (still under warranty) is malfunctioning, yet Honda will neither fix nor replace the car despite knowing it is unsafe to ************** ****** ***** sent a demand letter on my behalf to Bernardi and American Honda on 3/7/24 for violations of M.G.L. 93 A sec 9. On May 28, American Honda promised a response in 15 days. We received (114 days later on 9/11) an offer of $3,500 as a goodwill gesture, assuming there is no current concern with the vehicle.I have not driven the vehicle other than to keep the rotors from rusting, to get an inspection, and to get its scheduled maintenance, so there is still concern because the vehicle is unsafe. I also learned that there was a recall for my model/year that described exactly my issue (dangerous loss of drive power; the issue is improperly manufactured e-CVTs - NHTSA 23V588000), but my VIN wasn't included in the recall. So we asked as a counteroffer on 10/7 if Honda could check to see if the e-CVT was properly manufactured. As of 12/10, we have no response.

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18/2024, I visited Acura Boston with the intention of purchasing a vehicle. We agreed on an "out-the-door" price of $49000 for the vehicle Acura MDX 2025 Technology Package. This price was confirmed in our text and call communications with the dealerships sales representative, and I was assured that this would be the final price with all fees included.However, when I arrived at the dealership to finalize the purchase, I was told that the price had changed and that additional fees were being added. Despite my attempts to address the discrepancy, the dealership insisted that the price could not be honored, and they attempted to change the terms of the sale.This constitutes a clear case of bait-and-switch, where I was initially offered a vehicle at one price, only to be told that the price had been raised once I was at the dealership. I have saved the text correspondence that clearly indicates the agreed-upon price, which I will provide for your review.I believe this practice is deceptive and unfair, and I am seeking a resolution that ensures the dealership honors the original agreement, or, at the very least, holds the dealership accountable for engaging in dishonest sales tactics.I would appreciate BBBs assistance in resolving this matter and preventing others from experiencing similar issues.

  Business Response

  Date: 11/20/2024

  I have spoken to the customer and both agreed there was mis-communication in both directions.  We have presented options with the current incentives and have come to an agreement.

   

  Best,

  **** ********

  General Manager

  Acura of Boston

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went in for an oil change, waited 3 hours for them to tell me they couldnt do my oil change because whoever has done the last few stripped my oil cap plug. Ive only went to this location for oil changes for the last two years, once they seen that they took responsibility and was going to fix the screw, I received a call a few weeks later from them telling me that in order for them to fix the s**** they stripped that I need to fix my exhaust, which they are charging me a couple thousand for. I believe all of this could have been avoided if the s**** wasnt damaged in the first place. The car is old and relies on up to date oil changes, now its going on 6 months without a oil change and I cant get one without paying thousands of dollars to fix my exhaust all because they stripped my s****

  Business Response

  Date: 11/09/2024

  Mr ****** vehicle is not safe to drive in our judgement.  He has in the past repeatedly turned down work needed to maintain the vehicle in good working order.  Currently - the exhaust system is leaking, there is a loose tie rod which is likely to give way at any time, the brakes are bare metal on metal, the vehicle has not passed state inspection since 2020, it has a check engine light on and a tire that is leaking and unsafe.  Additionally, I spoke with Mr **** and he has acknowledged other repair facilities also working on the vehicle.  Further, the vehicle was not titled in ** until August 2024 and as stated also currently does not have a valid state inspection sticker.  These together mean the car is on the road illegally.  

  Mr **** ****** the vehicle in for just an oil change.  Acura of Boston is declining to do an oil change until the vehicle is brought to what we consider to be a safe condition to operate and has a valid inspection sticker.  He is free to have this work done anywhere he chooses.  Once the vehicle is in a safe to operate condition Acura of Boston will be willing to do an oil change on the car.  To be clear - Acura of Boston has done oil changes in the past but the vehicle has reached to point that we are no longer comfortable working on it given its unsafe condition.  The last time the vehicle was here the oil plug was not removed.  It is not uncommon with a vehicle with this mileage that this may need to be replaced.  If this is needed Acura of Boston can do this as part of an oil change  - but not until the vehicle has been brought to a safe condition to drive.

  Acura of Boston Point of Contact:
  **** ********
  General Manager
  Acura of Boston
  ************
  **********************************************************************************

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vehicle in July 2024. The state inspection sticker system was down upon pickup of the car and I was instructed to take it to a place convenient for me and I would be reimbursed. Three months have now passed with an in person visit and at least ten phone calls, as I have still not received the $35. I have spoken to ****, a female manager, the service manager, and ***** in sales who started a text thread to rectify the situation and then didnt respond to any messages. I left multiple voicemails for my salesperson ********* and received no return phone calls. The receipt was dropped off in person to ***** H, who ***** said no longer had the receipt on September 19. ***** said the receipt was not necessary at this point though as the state Inspection database will show the date the sticker was purchased. The receipt would just make things easier for accounting to cut the check. I need to be reimbursed $35 for the inspection that I paid for during the purchase of my vehicle. Additionally if I was charged on my purchase and sale agreement for the inspection sticker, and then paid out of pocket again to get the sticker done, I need reimbursement of $70 as soon as possible.

  Customer Answer

  Date: 10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********** ******

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed the documents for a car i purchased at Acura Boston on July 30 2024, and today is August 27 2024 and I have yet to receive the car. The dealer intentionally knew that the car needed to have service done to the car yet they still the car to me, when i test drove the car on July 29 2024 the sales man informed me that the car was in the service department because the emergency brake light was on, yet the dealership proceeded to sell me the car without fixing it, after the car was registered on August 9 2024 that's when they informed me that they could not release the car to me because of the emergency brake light, now I'm stuck without a car because they intentionally sold me a car that wasn't suppose to be sold yet and now I have to pay my upcoming insurance payment and car payment for a car don't even have yet. They said they was gonna see what they can do to get me into a temporary vehicle and this was over a week ago and still I'm without a car and i cant do nothing because of this situation.

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complain against Bernardi Volvo dealership service department in Natick, *************, ***, which failed to properly fix and patch a simple flat tire I had (very little s**** got in the tire flat surface), resulting in a need to replace the tire with a new one and the dealer did not ack his initial poor repair which led to the need to replace the complete tire - creating me a cost of 339$! this is unacceptable that I need to pay for a failed simple service repair the service department failed handle properly.I'm looking for the full reimbursement of the repair (339$!)

  Customer Answer

  Date: 07/17/2024

  I have not heard from the business in response to my complaint.