Berlin City Honda

Zero stars if I could rate them. Please do not get your car serviced here. Because they are a dealer, I thought I would be safe. Months later the repercussions of their absolute disregard or incompetency, I literally am forced to buy a new car. From using after market parts, not seeing flagrant issues, showing up to appointments to parts not being even there. Because they over tightened bolts, my intake manifold cracked among other various issues over the past year. I have receipts from them and both the new mechanic to prove this. Absolutely predatory. Sick to my stomach from giving them thousands and being left with a car I cannot drive in this economy.

I had a good experience ... everyone was nice, service was fast, my car seems good, .. I would absolutely return for future visits.
The best part is that they have an automatic scheduling program that you can call in and use; the service department was closed Saturday and I really needed an appointment and it worked really well!
Unfortunately while waiting for my car, they play continuous dance music and the news ... Even outside there's music ... They need a quiet place.

If I could leave zero stars I would. These folks absolutely screwed me over. In May 2021, I purchased a 2011 Subaru Outback with a warranty. It had one previous owner, 80k miles and no accident history. Four months into owning the vehicle I had electrical problems, then the brakes went, then the tires, then the cylinders, the front axle boot is torn, no interior lights work, I’ve replaced the brakes 4 times, and the tires four times. I initially brought my car into the dealership and they did NOT honor my warranty. I have since spent over $12, 000 since July 2021 bringing the car in for repairs every three-four months. When I contacted them they offered to buy back the vehicle for less than I still owe on it- soemthing totaling an offensive amount like a grand, and told me the person who sold it to me was no longer there so they couldn’t verify my claims. They essentially sold me a lemon and will not take any action to remedy this unless I want to buy a new car from them. I usually roll with the punches but I work a very physically demanding job and give of my time to help others and I am fed up with people not taking responsibility for their lack of work ethic and integrity. These people should be ashamed and also held accountable for putting someone into a dangerous vehicle that has become an absolute money pit that I am trapped in. I am reporting them to the BBB and the State of NH. DO NOT BUY A VEHICLE FROM THESE PEOPLE.

Not recommended. I purchased a “Honda Certified Pre-owned” vehicle from Berlin City. When I didn’t receive confirmation of the certification warranty, I called, texted and emailed both the salesman and the finance director. I received no reply. When I took the vehicle to a Honda dealer during the certified warranty period, I discovered Berlin didn’t enter the certification information into the system, and therefore, I didn’t receive the warranty that was advertised and paid for. More unreturned calls and messages followed. I then wrote to the general manager who apologized and told me he would give me an extended warranty at no additional charge. I signed and returned the paperwork they sent and 2 months later I still haven’t received anything about the warranty. They will not return my messages and calls. Contemplating small claims court.
Update: Because neither the salesman nor the business manager replied to my emails, phone calls nor texts in which I requested verification that I have warranty coverage, and if so, what exactly is covered, I contacted the Summit Administrative Services, who administers service contracts for Berlin City. The competent representative mentioned I should have been provided with a pamphlet describing my coverage and how to use it. She also sent a copy of the 7 page contract that includes all of the details. The salesman at Berlin City Honda only sent the first page. I’m changing my rating from 1 to 3 stars because the owner did instruct his staff to provide what appears to be a good policy in lieu of the Honda Certification I should have received at the time of sale. It should not have taken so much time and effort.

Mark Bisson was the BEST salesman! He was not pushy, he was not slick and, as a matter of fact, it was like talking to an old friend! Super sweet, super personable, super knowledgeable and went above and beyond trying to find us the right fit (including digging out multiple trucks out of snow since it was the day after a snow storm). Great guy, great truck, great experience! Thank you, Mark, we appreciate your time and assistance! You were wonderful!

These guys are top notch. This is my 2nd time purchasing a vehicle from Berlin City. Mark (the salesperson) is great and made the whole experience very smooth.

We were upcharged because our car had rust? Seems they wanted us to buy a new vehicle from them? After their "repairs," we spent thousands at a local shop to complete the work properly. We were surprised and disappointed by what we didn't get for our money with Berlin City Honda. We plan to purchase another Honda...elsewhere obviously.

We vacationed in Bethel, ME and were driving home to NJ when the battery light flashed on our dashboard. We were lucky to find Berlin City Honda nearby. They were able to squeeze us in without an appointment. Although it took hours to complete the work, they were able to change the alternator and battery for us same day. We appreciated the staff’s kindness and concern, since we were traveling with kids. Thank you to the entire Service Dept for fixing our Odyssey and helping us get back home safely!

I bought a used car sight unseen, except for pictures on CarGurus. From beginning to end the process happened seamlessly and(!) it was delivered to my house in Maine. Once in Maine I had the opportunity to test drive it and test every button to be sure everything worked. If I wasn’t satisfied I could refuse it. Never in my life has buying a car been so smooth and without any pressure! Love it there! Thank you Jeff!!! I'll add to this review that I called this dealership about one week later and bought a second used car from them :)

Had the best experience of my life purchasing my car. Everyone was so nice and friendly. Everything was so easy and we have never been treated this way in a dealership. The place looks so nice and clean. Would definitely buy again. Paul was amazing!

I will never do business in any way, shape or form with Berlin City Honda again! From the signing to this very day, they have gotten paperwork wrong to no follow up what so ever! They came and picked up my car to fix a recall that ended up taking over a week. They found defective shocks and strut which they supposedly replaced with an alignment. The tires were showing unusual wear right off so back up it went, only to have it returned not fixed but was told that we would have to fix it on our own! The communication since we signed has been non existent! The first time my car came back there was no paperwork to indicate what was done to the car! I went to this dealership in hopes to start a new long lasting relationship because my salesperson
left the dealership that I had been buying from for 18 years. Berlin City has been the worst on all accounts and I will never do business with them again!!

My experience with Berlin City Honda of Gorham NH was excellent. They even drove a couple hours to MA to come pick up my trade at my office. Paperwork was done onsite and was simple. They where extremely knowledgeable and accommodating. It was a positive experience and I'm enjoying my new Passport.

The waiting room was nice and clean and they constantly updated us on our vehicle. The staff was super friendly and very helpful...especially considering the vehicle wasn't purchased there...

Latest review:
NO stars.
May 2024~~
I was told by the general manager that I'm fired from using their business for complaining...
Do not buy a car from this business..... It's no secret why they are not BBB affiliated~~~~

So...... I have another more recent update. May 2024 still having battery issues.....service manager has another new battery for me and was supposed to pick up my car this morning. No one showed up.... it took me an hour of phone calls and I talked to six people in four departments. so now I have a brand new car sitting here that has gone through two batteries in 3 years..... not at all typical for a Honda.......... I'm not sure where to go from here but it definitely will not be with Berlin City Honda in Gorham.............
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Here is an update on my review. I bought a brand new HRV in 2018 and paid cash and after 3 months the battery, apparently, was no good according to AAA so it was towed and had to put a new battery in. It was fine for 3 years. So I didn't learn my lesson, I just bought a 2021 HRV, paid cash again, after 6 months having trouble with the battery and they refuse to replace it. They tell me I need to go out and drive it everyday.??? I'm retired I do not have a need to go out and have to start my car everyday just to make sure the battery will charge,, this is the most ridiculous thing I've ever heard of in my 70 years. I may be old but I'm not stupid. I am still working on ( are we getting this resolved ) and it better happen damn soon. I would not recommend this dealership I have heard too many bad things and now I have experienced it for myself. This is not the way to treat a loyal Honda customer. I have owned 15 Hondas all of my years mostly back in New York. Never would have believed up in the middle of (nowhere New Hampshire) I would be treated like such a peon. This is not acceptable and it's very unsettling. This is not going to end well.

So here's the second update on this issue~~~after a month they finally tell me they have a new battery, , ,someone will come down, pick my car up,take it back up there and put it in,, well this is not acceptable either because the last time they brought my car back filthy, the same way it was delivered to me brand new and I had to pay to get it detailed. Not to mention this will be the second full tank of gas for that commute. They need to have roadside assistance bring the battery to me and install it. It's a 15-minute job.
Come on Honda can't you do anything right???
So what they did was drop the battery off at my apartment building and left it in the mail room. I had to call AAA to come and install it. That was in November of 2021. The car was 7 months old!!!!! Which brings us to November of 2023 and having battery issues again. This whole review is so long and involved because there is so much involved in this horrible situation.
Go back to the top of the post and start over..
And here we are to present day back where I started from with this horrible dealership.....

If you are looking to purchase a new or preowed vehicle, I highly recommend that you check them out! Personable sales representatives, friendly staff, and will go above and beyond to get you what you are looking for.

We're from the Poconos in PA and are in Gorham on vacation; while here the alternator died on our CR-V. Leeann Kallenbach was able to get us right in to get the car checked out. They replaced the alternator, but found that the after-market one they put in was defective, so they pulled it out and ordered one directly from the Honda Warehouse. It would take overnight to get there. Leeann gave us a great deal on a rental so we weren't stuck in our hotel until the car was fixed.

Long story short, the CR-V was ready the next day - they'd even cleaned it.

Past experience had always been "avoid going to the dealer for car work". We were treated like family by Leeann and the Service Team at Berlin City. While I hope I don't need their services again, I highly recommend them should you need their assistance. The work was above reproach and the customer service was excellent.

I was not unhappy with the appointment when they changed the airbags that were recalled in my CRV. I asked them to test my starting system, as there was an issue, and also to diagnose a sound coming from the rear suspension. They said they couldn't do the rear diagnosis, as it may have been ice (the vehicle was in the garage for 3 hours). It was a bearing, I found out later. And they told me that my starting system was good and charged me for this diagnosis. My mechanic at home had told me it was probably the starter, but because of this diagnosis from a dealer, who I thought I could trust, he changed the alternator instead. It was, indeed the starter, so I paid for a new alternator as the result of bad advice that I also paid for. Additionally, the SRS light is still on in my car, after the airbags were changed. The woman at Berlin said, "We would have tested this, but you didn't authorize it." I was in their waiting room for 3 hours, and would have happily authorized it and paid for it if anyone had bothered to ask. I am totally unimpressed.

This will be my second time leasing a Honda Civic through Berlin City. My salesman, Adam,has made every single step easy and he always gets back to me ASAP. He has bent over backwards getting me the best deals possible and making sure every base is covered in my car leasing journey. I cannot thank him and the financing team enough for their dedication! It should say something when I live in upstate NY and I'd rather drive to NH just to be comfortable buying a car. Thank you! I will be a lifetime customer.