Berlin City Auto Group

I normally don’t write reviews, but my family’s experience with Berlin City Auto Group has been so disappointing and exhausting that I feel obligated to warn others. My son purchased a 2016 Toyota Tacoma from Berlin City in July 2024. Within 2,000 miles, the oil light came on and the truck was already low on oil. By October, Downeast Toyota diagnosed major engine damage — oil leaking into three cylinders, likely from overheating prior to our ownership — and quoted $12,800 for a replacement engine. This is not normal wear and tear for a Toyota with 115k miles, and it certainly shouldn’t happen within three months of purchase. When we contacted Berlin City, we were bounced between managers, given contradictory information, and ultimately told they “couldn’t do anything” because we didn’t buy their extended warranty. We were originally told that warranty work could only be done at their NH location (over 3 hours away), which we later learned was not true. Communication was terrible. Calls weren’t returned, promises of follow ups were ignored, and even during a Better Business Bureau complaint, Berlin City avoided answering basic questions — including three separate requests for them to perform their own diagnostic. Their GM later admitted he simply “missed” the question, despite answering others in the same thread. We also learned through the NH DMV that Berlin City failed to complete the required state inspection when selling the vehicle, resulting in a dealer violation letter. During mediation, they claimed the truck had undergone a 122 point inspection, but the Carfax shows only a 49 point inspection was performed. We pursued small claims court, and Berlin City failed to appear twice, delaying the process even further. After months of back and forth, mediation, and complaints through multiple agencies, Berlin City still refused to buy back the truck or take responsibility for selling a vehicle with a serious pre existing engine issue. My son is a member of the Army National Guard who saved for years to buy his dream truck. Instead, he ended up with a $27k vehicle that needs a new engine after three months, and a dealership that has done everything possible to avoid accountability. I strongly recommend avoiding Berlin City Auto Group. Based on our experience — the lack of transparency, the poor communication, the inspection violation, and the refusal to stand behind the vehicles they sell — I would not trust them with another purchase.

I normally don’t write reviews, but my family’s experience with Berlin City Auto Group has been so disappointing and exhausting that I feel obligated to warn others. My son purchased a 2016 Toyota Tacoma from Berlin City in July 2024. Within 2,000 miles, the oil light came on and the truck was already low on oil. By October, Downeast Toyota diagnosed major engine damage — oil leaking into three cylinders, likely from overheating prior to our ownership — and quoted $12,800 for a replacement engine. This is not normal wear and tear for a Toyota with 115k miles, and it certainly shouldn’t happen within three months of purchase. When we contacted Berlin City, we were bounced between managers, given contradictory information, and ultimately told they “couldn’t do anything” because we didn’t buy their extended warranty. We were originally told that warranty work could only be done at their NH location (over 3 hours away), which we later learned was not true. Communication was terrible. Calls weren’t returned, promises of follow ups were ignored, and even during a Better Business Bureau complaint, Berlin City avoided answering basic questions — including three separate requests for them to perform their own diagnostic. Their GM later admitted he simply “missed” the question, despite answering others in the same thread. We also learned through the NH DMV that Berlin City failed to complete the required state inspection when selling the vehicle, resulting in a dealer violation letter. During mediation, they claimed the truck had undergone a 122 point inspection, but the Carfax shows only a 49 point inspection was performed. We pursued small claims court, and Berlin City failed to appear twice, delaying the process even further. After months of back and forth, mediation, and complaints through multiple agencies, Berlin City still refused to buy back the truck or take responsibility for selling a vehicle with a serious pre existing engine issue. My son is a member of the Army National Guard who saved for years to buy his dream truck. Instead, he ended up with a $27k vehicle that needs a new engine after three months, and a dealership that has done everything possible to avoid accountability. I strongly recommend avoiding Berlin City Auto Group. Based on our experience — the lack of transparency, the poor communication, the inspection violation, and the refusal to stand behind the vehicles they sell — I would not trust them with another purchase.

Top notch customer service and made the process super easy in just a few hours!

The service writer Dale for dodge is a liar he can’t tell me the truth always has a excuse and can’t be honest with me about my vehicle always says waiting on this but I don’t believe him will not be going back there just because of this guy might want to find a better person that’s won’t lie or give you the run around or not return your phone calls

Extremely Frustrating and Unprofessional Experience I am beyond disappointed with the service I received at Berlin City Toyota. I made my first appointment because all the warning lights came on during a trip. While there, I also asked them to look at an issue with the tailgate not soft-opening properly. My vehicle was still under an extended warranty, and they ordered parts to fix both problems. When I returned for my second appointment, they apologized and said they could only fix the sensor issue that day and that I’d have to come back yet again for the tailgate repair — even though they knew it was a three-hour round trip for me. When the parts finally arrived, they came to get my truck, which I appreciated. However, they suggested replacing the hinges (which weren’t covered under warranty) and charged me for that work. Less than three weeks later — after opening the tailgate only a handful of times — it broke again. When I called first thing Monday morning, they made me another appointment. After looking at the truck, the service tech asked if I had put “heavy things” on the tailgate, which felt insulting and accusatory. I told him absolutely not — I simply opened it, and it slammed down because the assist clearly wasn’t working. They agreed to order parts again and scheduled me for yet another appointment. By the time I returned for the fifth time at the end of September, they suddenly claimed it was a “different issue” and refused to cover it under warranty. That’s absurd — it was the same problem they supposedly fixed less than a month earlier. After five appointments, wasted time, multiple long drives, and a complete lack of accountability, I’ve lost all trust in their service department. The way I was treated — especially being made to feel at fault for their shoddy work — was unprofessional and disrespectful. I will not be returning and would strongly caution others to think twice before trusting Berlin City Toyota with their vehicle.

Excellent Service from Mark Bisson who I purchased from before 6 years ago. John in sales was great as was Kyle in finance. Great group of people there.

We were headed to Lubec, Maine for a two week camping trip, towing a 27’ Airstream trailer with our Ram 1500 Eco-Diesel when the truck broke down 25 miles west of Gorham, NH. After limping into the Berlin City Auto Group, we we taken great care of by Dale - service advisor, Nathaniel - technician, Eric in parts and few others who helped us figure out plan B. We left the truck and the trailer there for two weeks and on our way back home to VT, picked up the repaired truck (yeah) and towed the trailer home. High recommendations to this group!

All Employees work well with each other to make sure Customer is taken care of.

Friendly and courteous service. Service was completed in a timely manner! Dealership is clean and comfortably while waiting for vehicle.

They are very helpful and Courteous and really know what they’re talking about when you have a question. I would recommend them to anyone.