Complaints

This profile includes complaints for Berlin City Ford, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Berlin City Ford, Inc.

  485 Main St Gorham, NH 03581-1024

  
• 

  Berlin City Ford, Inc.

  PO Box A Gorham, NH 03581-2030

  

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:04/23/2025

  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.

   
  Complaint: 23238137
  That's a LIE! I SAID the car was NOT DRIVING STRAIGHT. NOT that it's for sure the alignment. Also I only returned the favor. You guys were terribly rude first. You said don't come back just because I brought up an ISSUE that clearly you don't want to solve. You guys lie so much. I NEVER SAID ANYTHING ABOUT **** TRACE ASSIST! You call yourselves a service department hahahahahaha
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  **** M

  Business Response

  Date: 04/23/2025

  Hello **** M, We apologize that you are having issues with your vehicle.  We are in ********, ***** and unfortunately do not have any records of your purchase or service history.  We are not sure what brand of vehicle you have, but it is fair to assume you are still under warranty based on 10k miles.  I would recommend setting up an appointment with a dealership that is the brand you purchased and they should be able to help.

  Business Response

  Date: 04/24/2025

  We will not be performing any work on this customers car. He was out of hand and disrespectful to my staff. we agreed to have customer take car elsewhere. there is nothing wrong with the car. customer states car is out of alignment, and he uses lane assist and lane assist will always steer you back into the center of the lines, therefore will pull one side or the other. if you tun off the lane assist the car is perfect. all alignment specs are within spec. case closed on my end! 

  Business Response

  Date: 04/29/2025

  Case closed. Not a lie. We do not want to work on this customers car anymore. done! Chad 

• Initial Complaint

  Date:10/29/2024

  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.

  Berlin City responded by stating they would help out with the cost of new motor being installed at their location.  I would like to know more about what they are offering to provide?  Are they offering to cover the cost of the labor and/or partial cost of the motor?  Would they be willing to pick up the vehicle and offer a loaner while the truck is being fixed?  I am willing to discuss so that we can come to a fair resolution, but it still has only been 3 months since the purchase and from the CarFax records, the vehicle has been owned by Berlin City for almost 2 years and driven almost 15k miles.  There had to be some knowledge of oil being low or leaking.ervice warranty because they said it could only be serviced at their location, which is not an easy option since they are over 3 hours away. The 2 month, 2000 mile warranty which was provided when we bought the vehicle has passed. The vehicle has been burning oil since we bought it and it took over a month to get an appointment with any Toyota shop. I would like Berlin City to fix the vehicle or give us our money back as a resolution. They sold us a defective vehicle and should be held responsible.

  Business Response

  Date: 10/29/2024

  We are aware of the situation. Customer bought vehicle with 2 month 2ooo miles limited warranty and it covers all mechanical internal lubricated parts. customer is outside the warranty and customer di not purchase extended warranty. Berlin City is not responsible for anything at this point. Berlin City would be glad to help with cost of new motor being installed and our location and we can most likely save some money on a new motor having work done here. until I hear otherwise, we will not proceed until customer lets us know if they want to receive pricing from Berlin City.

   

  thanks, 

  Business Response

  Date: 10/31/2024

  We are only willing to try to help with the cost of the motor and labor, meaning we can most likely do a lot better on pricing of a new motor. we would help with rental and pick up the truck on our trailer. it would be a price on used motor with similar miles and provide discounted labor. Berlin City is ONLY helping with pricing and NOT covering the full amount of repair. warranty is up on the truck and Berlin City had zero indication of the motor having any issues. We are not in the business of selling vehicles with issues and passing that on to the customer. Let me know if you need me to price up a used motor installed at Berlin City. Until i hear otherwise, we will stand still.

  Customer Answer

  Date: 11/01/2024

  Thank you for your response.  Although the responses are vague, your willingness to try to help with the cost of the motor and labor is appreciated.  I don't know who is responding to these messages, so hopefully by answering the questions below we can discuss the next steps to resolving this and to get the vehicle safe to drive again.  I think we can agree to disagree on responsibility.   I have attached the purchase of an oil and filter that ***** bought on September 4th, 2024.  At that point the truck only had ******* miles, which was within the 2 months and 2,000-mile warranty.  Unfortunately, we didn't notify Berlin City because we didn't know if it was something simple that we could take care of or not.  It took over a month to get an appointment with the Toyota dealership up here to look at it.  If we would have known it was that serious, then we would have reached out to Berlin City earlier.  I know this is after the fact, but I wanted to provide a timeline.

  ***** was really excited to purchase this Toyota Tacoma, it was a vehicle he has dreamed of owning.  He did his research and finally found the vehicle at Berlin City.  He worked hard to get his credit established and saved his money to buy the vehicle.  He is currently serving his country in the Army National Guard and finished his Basic and AIT in June 2024.  Within a couple months he found the truck on Berlin City's website and really wanted to purchase it (especially since the pressure was on from the sales department because there were multiple buyers in line if we didn't buy it).  We really thought by going through a reputable dealership would be the best option instead of smaller dealers.

  Questions:

  How long did Berlin City own the vehicle?

  At one point ***** mentioned a 2nd opinion with fixing the truck, you are only going off of what we told you from Downeast Toyota.  Why wasn't this offered again, instead of just saying there is nothing you can do?

  I know you mentioned the help means you can do a lot better on pricing of a motor, help with rental car, and pick up the truck.  You also mentioned discounted labor.  Is the next step to have your shop take the vehicle and provide your assessment and quote so that we can put pen to paper?

  Who should we contact to at least start the process to get Berlin City to quote a cost of repair?

   

  I am a numbers person, so I need to see things on paper and in writing.  I think the only way to move forward is to get a quote and understand what help you are willing to provide.  I don't think this case will be closed until we get a service quote done.

  Thank you.

  Business Response

  Date: 11/04/2024

  Thanks for writing back. i did some research on a used engine. installed with parts and labor its around 8900 for us to do it. we quoted the labor at straight time, not flat rate and only marked up the used motor for shipping an handling to help with the cost. We are reputable and have been in business for almost 50 years, so Berlin City is always willing to help. we had no idea that the engine was going to blow up. if we did, we would have not sold the truck. 

   

  we will offer to go to ***** and grab the truck on our trailer and fix the truck for the agreed upon price. 

   

  let us know if that is the way you want to proceed.

  Customer Answer

  Date: 11/05/2024

  Thank you for the response and a first start to providing some sort of cost associated with the repairs needed.  Although I appreciate the answer with a starting number, I didn't see the responses to my other questions.

  I realize you have been in business for 50 years and I appreciate you keeping the communication open.  The engine hasn't blown up, the oil is still leaking into the cylinders which I understand may eventually cause the engine to seize that is why ***** and I are trying to get ahead of it.

  Questions:

  1. How long did you own the vehicle before we purchased it on 07/17/2024?

  2. As far as a second opinion, we were quoted from Downeast Toyota a new engine but would like a second opinion.  Hence trying to get the truck to Berlin City at some point.  They believed the head is warped due to the truck over heating at some point, that is why oil is leaking into the cylinders.  I know you quoted a new engine, but will you be able to do your own assessment?

  3. Who should we contact to at least start the process to get Berlin City to quote a cost of repair?

  4. I would like to schedule / discuss when you can pick up the truck.  I guess that goes back to question 3, who should I work with?  Will you also drive up a rental/loaner vehicle at the same time?

  5. What does straight time mean versus flat rate?

  6. How many miles does this used engine have on it that you quoted?  Does this used engine come with any warranty?  I believe through Downeast they did quote a 12 month / ****** mile warranty.  Does this one you quoted have something similar?

   

  I would like the vehicle to be seen by your maintenance shop and get a formal quote before I agree to any repair costs at this point.

  Please respond with answers to all of the above questions and then we can continue to move forward to a resolution.

  Thank you.

   

  Business Response

  Date: 11/12/2024

  Price is what I told you. ***** ******** is the Service Manager. we owned the truck for less than 30 days. zero issues with the truck, in fact the person we bought it from was contacted and he stated there was zero issues with the truck beforehand. he is honest and bought a lot of cars from Berlin City. as far as a loaner goes, we will take care of this for you and pick up the truck and drop off loaner. 12/12000 warranty on the used motor, not sure the labor warranty on it, but parts is 12/12k.

  Customer Answer

  Date: 11/13/2024

  Thank you for your response, I appreciate it.  I think you covered most of my questions, but again you seem to be holding strong with the number you provided as the cost of the repair when you haven't done your own review of the service needed.

  1. Are you accepting what we told you that it needs a new motor, or will you actually do your own evaluation of the work that is needed?

  2. You didn't explain straight time versus flat rate to me in your response, will you be able to do that here or should I wait until you actually look at the vehicle?  Then you can tell me how much you are actually "saving" us by having your shop do the work?

  3.  Thank you for telling me about the warranty of the new motor (if that is what is required), but you didn't mention how many miles this used engine would have on it already.  Can you please let us know?

   

  Once I get your responses to the above questions, I should contact ***** ******** to set up the pick-up of the truck, rental card, etc.?

   

  The other option is that Berlin City buys back the truck from us at the cost we paid for it and this way, Berlin City can deal with the vehicle as they see fit and we take a loss for what we put into it at this point (oil, registration, upgraded grill, etc.).

  Hopefully you can get back to us as soon as you can so we can move forward with next steps.

  Thank you,

  ***** ******

  Business Response

  Date: 11/14/2024

  Please feel free to call ***** ******** for what you need. The best way to complete this is to give him a call and he can explain all that is going on. ************

   

  thanks  

• Initial Complaint

  Date:04/03/2024

  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.

   
  Complaint: 21521514
  
  I do not accept the business's response as a resolution to my complaint because: they are making zero effort to remedy the situation. This is not the first time they have heard of this. I have emailed with the ** back in December, so playing at being uninformed is unprofessional and typical of someone not wanting to accept responsibility for selling a lemon. What would you like me to provide? All of the receipts for work *** had done since four months after purchasing the vehicle? Happy to. In fact, it is currently in the shop once again, for another multiple thousand dollar fix. How am I supposed to prove I went to Berlin city for my first warranty appointment with which I was turned away? I dont understand how I am supposed to do that. Having done my due diligence I noted that I am not the only customer who was denied their warranty with this abomination of a company, if you read reviews you are able to see they have done this to multiple customers. Its kind of tough when you are an individual fighting for your rights against a corporation pulling in millions. Let me know what you need- the bills of repair I can Certainly provide, but if they are just going to play make-believe then I have no other choice but to move forward by contacting the State.

  Sincerely,
  
  *****************************

  nterior lights, then I replaced the brakes and tires again, then I had to replace a brake line, then they told me the front axle boot was torn and Id need to replace my axle which they found after I had replaced my tires and brakes four times in 2 years and 8 months. The list goes on. The Ac/heating is busted, windows dont properly function, I had to replace some cylinders and on and on. When I contacted the dealership again this winter I was able to get through, and they said a manager would email me. He did. He offered to buy back the vehicle for less than I still owe on it- I believe the offensive amount suggested was less than $2500. He told me the person who sold it to me was no longer there so they couldnt verify my claims and had no record of me bringing the car to its warranty appointment. I am happy to provide receipts for the work done since purchase and show them the warranty I purchased which was never honored. They sold me a lemon and refuse to accept responsibility.

  Business Response

  Date: 04/03/2024

  My name is *******************, GM of Berlin City. I looked at the deal on the 2011 ******* customer did purchase a *********** mile warranty that is valid at any ASE certified shop. Not sure what the issue has been for the customer. its been almost 3 years now and this is the first time i have heard of anything wrong? Berlin City is not willing to help with past repairs, customer needs to call Extended warranty company and fight for the money back. if work was performed at Berlin City, we could've adjusted and helped with all of this. all Berlin City dealerships qualify. 

  Business Response

  Date: 04/30/2024

  Customer can submit all the receipts to extended warranty company. They will pay what is applicable. We are always willing to help, so, if customer needs a number to call, please have customer reach out. 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21521514
  
  I do not accept the business's response as a resolution to my complaint because: 

   

  Yes, please provide me with a number to call as no one has returned my call from December 2023. And when you say the extended warranty company will pay whats applicable, does that mean all of the work Ive paid for the last two years the warranty was active but was denied by your company? If so, thats great, I should be looking at quite a hefty reimbursement, but somehow I fail to believe, given your refusal to originally honor the warranty that this will happen- is there any kind of assurance in writing I can get from you that states the warranty company will cover the $12,000 Ive paid in repairs over two years since purchasing the car? That would be excellent. Thank you. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/03/2024

  Number to First Extended is **************

  Customer Answer

  Date: 05/08/2024

  This is still not resolved to my satisfaction. Company has done nothing to accept responsibility for selling me lemon or remediate the cost of the money pit which they sold me then refused to acknowledge my warranty of. They provided me a number for another company. Once again passing the buck. Reviews online show o am certainly not the first customer to encounter this treatment and denial of services and responsibility. The company should receive a poor marking from the BBB and the state of ************* should be made aware of their continued unethical business practices. 

  Business Response

  Date: 05/09/2024

  We are not doing anything about past bills. again, this is about her and the extended warranty she bought. thanks,