Complaints

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

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  Bertera Auto Group

  1252 Elm St # 1 West Springfield, MA 01089-1834

  
• 

  Bertera Subaru of Hartford, Inc.

  111 Weston St Hartford, CT 06120

  

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:04/07/2025

  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.

  On February 5th, 2025 my husband was driving my 2023 ****** Forrester to take out trash in our apartment complex. When he pulled up to the dumpster, he got out of the drivers side, closed the door, and opened the rear drivers door. The trash bag was wedged in between the drivers seat and floor, so my husband had to move the drivers seat up. He shut the rear driver side door to then open the drivers door, to move the seat. When he closed the rear drivers door, the curtain airbags deployed. There was nobody in the car, the trash bag was on the floor, and nothing was on the seats. We took our car to the ****** dealership, as it was still under warranty from our purchase. ****** initially reassured us that since this was a safety issue, it would be covered under warranty. However, after keeping the car for a month they inspected the vehicle and blamed the airbags deploying on us, stating that something being wedged in between the door of the car. There are no marks indicating that, and the trash bag was not touching the door, as it was stuck under the drivers seat. They did not help us, and instead wanted to charge us $11,216.92. They told us they couldnt help, that there was no mechanical issue, and to go through insurance. ***** denied us, stating it was on ****** to fix it. We are now left with an unsafe vehicle from a company whose rated #1 in safety, due to a failure on their end that are not rectifying. We are appalled and shocked by their behavior, and demand that they fulfill their obligation to us and fix the damage. We also want to make sure our airbags arent just going to go off randomly while were driving and cause more harm. I am uploading the vehicle condition report they gave us, please let me know if you need anything else. We appreciate any and all help with this matter.

  

  Business Response

  Date: 04/10/2025

  The manufacturer has already been involved with this claim and after investigating they declined to cover this under the warranty. The customer would need to pursue this against the insurance company or the manufacturer as the dealer follows the manufacturer regarding any decisions on warranty claims.

• Initial Complaint

  Date:05/07/2024

  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.

  Purchased a ***** *** **** Diesel from Bertera Auto Group 02/2024. They sold the truck to me with an open STAR case on it unbeknownst to me . Meaning the truck was sold knowing there was significant problems with it. I found this out the first time the ***** code appeared when I took it to my local Dodge dealership. The original owner took it to ********* in ******* **.Today 5/7/24 marks the fifth time the code has come on. There is another open STAR case on this truck as the dealership I am uses had to open another after the third time. ***** ******** care is involved too. I would like Bertera to buy this vehicle back. This situation has interfered with me working, rearranging jobs, time lost going to and from the dealership, people having to pick me up/ drop me off. Enough is enough. I have done everything I have been asked to do and I have lost my patience at this point. Many repairs done, no one can figure the problem out. 5 times is 5 too many with no end in site. I cannot operate my business this way.

  

  Business Response

  Date: 05/17/2024

  The dealer has been in contact with the customer regarding this matter and has requested the opportunity to have our service department inspect the vehicle.  The customer has declined to have our service department inspect/diagnose the truck due to distance and the loss of his truck for business use.  He has a service appointment with his local dealer later this month.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have been bringing the vehicle to a Ram dealership, I don't see the significance to go back to Bertera to have to work done due to this being manufacture issues. From my understanding the issues I'm experiencing were problems with the vehicle before purchasing. My issue with the dealership is it appear they did not disclose this information prior to the purchase of the vehicle.

  Sincerely,

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

  

  Business Response

  Date: 05/31/2024

  The vehicle is currently at the other dealership and the manufacturer has been contacted. We have provided the customer with an offer to purchase the vehicle as well.

• Initial Complaint

  Date:05/01/2024

  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.

  After spending 13 days at the dealership, the service department called me and said that my car was ready. 3 days later, the car was exhibiting the same problems. I called the dealership and I brought the car back. Its been at Bertera for the last five days. The service rep pretty much related to me that they have no idea what the problem is. They have contacted tech line to no avail has what would cause this problem. The car had been and still is at Bertera for a total of 19 days so far. This is unacceptable for anyone.

  

  Business Response

  Date: 05/08/2024

  We have been in contact with the consumer regarding this complaint and it has been resolved.

• Initial Complaint

  Date:01/29/2024

  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.

  On 12/18/23 I purchased a 2020 **** ***** ******** from Bertera Jeep in *********, **. I picked up the vehicle on 12/19/23, and since then I noticed the "auto start/stop" function did not work on the vehicle. While this is a feature I would not normally use, I wanted the vehicle looked at to make sure nothing was wrong with it. When trying to book a service appointment online, I was receiving an error stating "unknown error" which was not letting me book an appt. I called the dealership and spoke to someone in the service **** on 01/09/24 and booked an appt to have it looked at for 01/24/24. When I didn't hear anything regarding a confirmation for the appt, I contacted the dealership and was told that they didn't have an appt on the books for me. I then took the next appt available for 02/01/24. I called again on 01/26/24 to make sure that my appt was scheduled, since i had not received a confirmation and spoke to "Al F*****", supposedly the manager of the service dept, and he told me there was nothing scheduled for me. He told me to bring the car in Monday morning (01/29/24) and he would take care of it. Nothing has been done so far for the horrible service from Bertera in *********, **'s service ****, they are horrible, and they should not be allowed to work with the public!!!!!!!! They do not stand by their products!

  

  Business Response

  Date: 01/29/2024

  We apologize that we were recently having technical issues with our online service scheduler.  The vehicle was at our service department today for an appointment and we were able to resolve this matter.