Complaints

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

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  Dellenbach Motors

  3111 S College Ave Fort Collins, CO 80525-2603

  
• 

  Dellenbach Motors

  3103 S College Ave Fort Collins, CO 80525-2603

  
• 

  Dellenbach Motors

  125 W Swallow Rd Fort Collins, CO 80525

  

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:06/03/2024

  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.

  8/23, I contacted ***************** regarding persistent judder issues with the 2018 ******** I purchased on 5/20/23. He suggested trading it in for another, but I refused due to my fear and lack of trust of trading one problem for potentially bigger issues. His next solution was a lease option, which the balance owed on the *** **** would transfer into the lease, leading to a monthly payment I couldn't afford. *** then advised to contact Fort ******* *** for servicing.I wasn't able to get an appointment until 9/21/23. My drivetrain warranty was still active when I first made *** aware of the judder issue, but this was never disclosed to me. Fort ******* *** gave a misdiagnosis stating the adaptive values needed to be reset and the engine's turbo was going to give out within 5-6 months. Resetting the adaptive values was a temporary fix that lasted several weeks until the issue arose again. Subsequent research I conducted indicates this issue is common among other owners of the same make and model. In 4/24, I arranged another service appointment with Fort ******* *** and informed the technicians of my findings: that *** released a ***************** Bulletin in 06/19 and 12/20 regarding judder issues and provided instructions on repairs. The tech and I drove the vehicle, and as soon as we drove out of the parking lot the car stuttered and he said it was definitely a judder issue. The tech also commented that the judder issue should have been properly diagnosed the first time. The estimated cost of the repair would be $4,775.71 for dual clutch system replacement. This situation has caused me significant financial strain and personal conflicts. The dealership's proposal to cover half of the repair costs is unacceptable, given the circumstances and their failure to address these issues before the sale. I would like Dellenbach to take full responsibility by covering the entire cost of repairs or facilitating the return of the vehicle for the outstanding amount owed.

  Business Response

  Date: 06/03/2024

  ***************************** purchased a 2018 *** **** from us on 5/20/2023.Upon delivery, Phylicia did sign the vehicle disclosure and liability release,initialed a copy of the Carfax which had no issues and was clean and we ran a recall search with NHTSA showing there were no open recalls at delivery.
  
  In August of 2023 ******** reached out to ***************** her salesperson, and told him there was a shudder with the vehicle.
  
  At that time, *** discussed her issue with a salesmanager and decided the best next step was to take the vehicle to a *** ********** to see what might be the issue.
  
  On 8/30/23 Phylicia texted *** that she had an appointment with Fort ******* *** and it was scheduled for 9/21/2023.
  
  On 10/17/2023 Phylicia reached out to *** by text. The text is attached. *** had asked her to stop by so we could see what the issue was, or try to trade her out of the vehicle into another vehicle.
  She decided that was not an option for her.
  
  The next time Phylicia reached out to *** was on 4/9/2024. They had scheduled a few times for Phylicia to stop in, but ******** never had the time to stop in.
  
  By 5/6/2024 Phylicia, the sales manager, ********************* had told *** that we would like to help with the repair, we would offer half of the $4000 repair or see if we could trade her out of the vehicle.
  ******** sent an email to ********************* which is attached and declined the offer we had made her.
  
  On 5/7/2024 Phylicia sent another email to ********************* which is attached.
  
  On 5/8/2024 ********************* responded that she would pass on the email to the owner.On Friday May 10th, the owner again stated that we would give Phylicia $2000 towards repairs or trade, which she turned down.
  
  As of today 6/3/24 the vehicle still has a clean Carfax and there have never been any recalls on this particular vehicle.
  
  We have not heard from Phylicia until today, when she filed a BBB complaint.Dellenbach Motors followed all the rules and regulations per the sate of Colorado in selling a used vehicle. In fact nowhere is there an obligation to offer $2000 to a customer who purchased a used vehicle over a year ago to help with repairs. That was offered in good faith to help a customer. We are sorry it was not enough to make Phylicia happy.
  

  Customer Answer

  Date: 06/03/2024

  Complaint: 21790241
  
  I am rejecting this response because:

  I appreciate your detailed response regarding the matter of my 2018 *** **** purchase. However, I must disagree with several points made in your statement.

  Firstly, while I acknowledge signing the vehicle disclosure and liability release upon delivery, the vehicles issues surfaced shortly after, which is concerning. The studdering problem was reported promptly to ***************** in August 2023, indicating a pre-existing issue not disclosed at the time of sale. Despite taking the vehicle to Fort ******* *** as advised, the problem persisted. The suggestion to stop by or trade the vehicle was impractical given my circumstances and did not address the root cause of the vehicles issue.

  Furthermore, while I appreciate the offer of $2000 towards the $4000 repair cost, this solution does not fully cover the necessary repairs for a problem that was not disclosed at the time of purchase. Given that the vehicles issues arose so soon after the sale, I believe a more equitable resolution would be for Dellenbach Motors to cover the full repair cost.

  I understand the rules and regulations regarding the sale of used vehicles in ********, but I also believe in fair business practices and customer satisfaction. The vehicles condition at the time of sale was misrepresented, and the subsequent issues have caused significant inconvenience and financial burden.

  I propose Dellenbach and *********************** split the cost of the repair, as both dealerships negligence should not impact the customer in a harmful way. The judder issue has not only caused financial strain, but its becoming a safety issue as I've had several situations where I've almost gotten into car accidents (with passengers) due to the lag the vehicle has been experiencing when accelatering. I hope we can reach a resolution that fairly addresses the situation. Thank you for your understanding and cooperation.

  Sincerely, 

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

  Customer Answer

  Date: 06/03/2024

  Additionally, the text sent to *** on 10/17/2023 was under the guise of the missed diagnosis, specifically the turbo needing to be replaced, which ranges from $6,000 to $10,000 for repair.

  Business Response

  Date: 06/08/2024

  The car was sold in May of 2023, there was no mention of an issue with a shudder at delivery or even prior to August. We were not aware of an issue until the first time Phylicia reached out to ***************** in  August of 2023.
  
  We suggested the appointment at the ********* so it could be diagnosed by the dealership that sells and services ***s. If ******** would like to attempt to get Fort ******* *** to help her fix her car,then she is welcome to reach out to them.
  
  We are under no obligation to assist Phylicia.Our offer was to try and assist to help her with her concerns. Every vehicle in the state is sold as is.  Our offer a year after the car was purchased of half the repairs is fair. The alternative would be to rescind the offer completely at this point.
  

  Customer Answer

  Date: 06/10/2024

   Complaint: 21790241
  
  I am rejecting this response because:
  
  To clarify, the vehicle was purchased May 20, 2023, the car began presenting problems in July 2023, shortly after the purchase but after the 60 day warranty. I reached out to ***************** in August 2023, for guidance about the judder issue, who then directed me to reach out to *********************** and make an appointment. During this time the transferable drivetrain warranty was still active, and not disclosed to me by Dellenbach or ***********************, in which the vehicle was misdiagnosed while still under warranty. 
  
  It is important to note that a five-year-old car should not be experiencing such issues. Given that both Dellenbach and Fort ******* *** orchestrated this whole ordeal, and misguided me throughout the process, I firmly believe it is your responsibility to rectify the situation.Your offer to cover half of the repair costs is still unacceptable, as the negligence and misrepresentation have put me in a significant financial hardship. I respectfully request that you reconsider your position and take full responsibility to coordinate with Fort ******* *** to resolve this complaint.Thank you for your attention to this matter. I look forward to your prompt response.

• Initial Complaint

  Date:02/08/2024

  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.

  on Dec 6, 2023 at 830 am, I took my 2004 ***** Silverado to Dellenbach Chevrolet on College Avenue for a diagnostic and repair. After some time, I was called and told by ****** that one of my 02 sensors (that i just had replaced in another city) was faulty. I bought the parts online, so no warranty. I was told that it would cost $280 to fix. I was also told they couldn't complete the diagnostic without fixing it, so I was kind of forced into agreeing to the repair there when I could have went elsewhere for cheaper. With the 100 diagnostic charge, I was expecting to pay 380, but was charged $450. I paid, went home, the check engine light went on again, then when I take it back I'm told that the other 3 02 sensors are faulty and it would be another $700 to repair it! I am upset because they upcharged me, and when they could have repaired it all in one visit they did not and made me waste my time and money. This experience has shown me they price *****, lied and screwed me over. I want a refund as this is going to cost me another visit to someplace honest and at the very least a refund from the price I was quoted to what I paid. OR if they can replace the other 02 sensors, although I don't really trust taking my vehicle here again.

  Business Response

  Date: 03/05/2024

  The truck is a 2004 with ******* miles came in on first visit with a blowen computer fuse and 7 trouble codes. After repair of 1 o2 sensor and fuse was running good and not blowing the fuse gave back to customer $****** labor

  and ****** Parts. Customer came in later now 3 codes in system and no blowen fuse to computer recommend  other 2 o2 sensors has a total of 3 in truck one is new from us. due to the customer not wanting to return we are offering a

  refund of the labor on this repair of ****** and will issue a credit on credit card if they are ok with this? Contact ******************* at ************ cell and we can move foward.

  Customer Answer

  Date: 03/11/2024

  Hi, thank you for your assistance with this matter.  I spoke to manager *****, and they are going to replace the 3 remaining o2 sensors for the cost of the parts which is $500.00 with tax. I intend to go there next Tuesday, after they get the parts in.  

   

  angela 

  Customer Answer

  Date: 03/16/2024

  UPDATE:  In regard to this dispute, ***** and I could not agree on a fair price for the additional 02 sensors that needed replacing.  So, I accepted his refund of $262.00, and have deposited the check into my account.  I also removed the 1-star review I wrote on ******* as I wasn't trying to be malicious, but it was written when I was very upset about the situation.  I appreciate your assistance in this matter.  Was there anything else that needed to be done in regard to this case?.  

  Best regards,

  **********************;

• Initial Complaint

  Date:11/02/2023

  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 ordered a 2023 ***** Tahoe from this dealership on Friday September 29th and left a $500 deposit for when the vehicle was to arrive. I was contacted on Wednesday October 4th by the salesman **** that the vehicle had arrived but that it needed to be inspected and it would be ready within a few days. Since I live over 150 miles away I informed the dealer I would be there Sat. Oct 7th to do all the paperwork and pick up the vehicle. When I arrived on the 7th, I asked the salesman what things were done the Tahoe during inspection, he stated that it had some damage offloading and they "the dealership" had done some repairs to the paint. I asked to take the Tahoe for a test drive(was parked indoors). When I returned I parked the Tahoe outdoors, I pointed out several places where the paint was damaged, scratched, buffed incorrectly, dinged etc. The salesman then stated that it was NOT damaged it was just bugs and only washed upon arrival. I asked to speak to the ** and was told it would be washed off,-they attempted and failed. I was then told it was a manufacturer's defect and would be covered under warranty. Once I left the dealership and began driving home I noticed a significant defect in the windshield so much that I cannot drive it without getting an immediate headache. It is wavy in effect in the center of the windshield. Before leaving the dealership we were advised not to contact ** or any other dealership about the pain issue for at least a week. Monday October 9th I contacted ** and filed a claim SR:9-10904345499 and have yet to have this issue resolved. ** encouraged me to file this claim and has no response from this dealership themselves accepting any type of ownership to these issues. I purchased this Tahoe with 2 miles and there is currently no ** dealership with 150 miles of me with a body shop to fix these issues. I feel as if ** should order and replace this Tahoe for me as there is only **** miles on it as I cannot drive it unless necessary.

  Customer Answer

  Date: 11/02/2023

  The complaint should be against Dellenbach Motors at this time.  I have a claim filed with GM and they claim they are working to help with the issue but it has been almost a month and nothing has been resolved.  I did not get to add but Dellenbach also made me apply for credit applications twice.  I had pre-qualified for financing with GM Financial prior to my purchase on September 29th, an email was sent to Dellenbach about my pre-approval from GM stating that I was pre-approved for this Tahoe.  A few days later on October 5th, I received a call from Dellenbach that they could no longer find that information and that I would need to re-apply for financing through their website for the Tahoe prior to purchase.  I called GM myself since I was currently already financed with them with my trade-in and they stated that they had seen my pre-approval application but there was nothing they could do about the dealership not honoring my pre-approval.  I was already "dinged" on my credit for the pre-approval from GM, so this did not make me very happy but I was told by the Dellenbach finance department that for purchase I had to do so for financing.  I was emailed a link to apply and I did so online and was approved from ***************** ***** and now my loan is through them and my credit was impacted twice for this purchase.  

  I have been in contact with several member of GM teams and lastly spoke with a member of Management.  I was informed that they have tried to reach out to Dellenbach several time about my Tahoe and what happened when it was received from transport and the paint and they have to date NOT received a response from the dealership.  

  I suffer from migraines and take medication twice daily for years for this, I cannot drive this vehicle due to the windshield and the headaches that I receive within minutes of getting behind the wheel because of the distortion of the glass.  I have made this clear to every single GM contact that I have spoken to.  The paint is just cosmetic but being able to drive a brand new car is altering my lifestyle in a huge way.  I have had this vehicle for almost a month now.  I need to have winter tires installed and I cannot do so.  We have had 2 snow storms here in the high country so far.  I was more than willing to take my time to get this fixed locally but now we are finding that there are no GM dealerships within 150 miles with body shops to do so.  I am just asking for a replacement because I purchased a brand new vehicle and that is not what I received and now I am being asked to miles against my warranty, wear and tear and time of mine to fix something that if someone just could have been honest from the get go could have been all avoided.  I have spent hours, emailing, calling and trying to contact whomever to help me with a very expensive purchase that has done nothing but cause me stress and headaches.  Thank you, ********

  Business Response

  Date: 11/03/2023

  When ******** was here for delivery she pointed out that the Tahoe had some paint flaws. We did attempt to see if we could get them taken care of before she left. We could not, these are flaws in the paint under the clear coat, that are defects from the manufacturer. She was assured before she left that we would get them taken care of. The first thought was perhaps it could be taken care of at a dealership closer to her home, but if not we could either arrange to meet her halfway and give her a loaner vehicle and we would bring the Tahoe back to ******************* to fix the paint flaws, or if necessary we would pick up the vehicle and bring it back and get it taken care of. Whatever the scenario, she was promised it would be taken care of, we are well aware she is 150 miles away. 

  Today is the first time we are made aware any windshield issues. 

  The pre-qualification from GM Financial is just that, a pre-qualification. It is an amount that is approved for a customer, however details about the customer, the vehicle being purchased, the down payment, the term, the rate etc have to be finalized once the customer is ready to take delivery. The process we are to follow is to submit those details along with an actual application from the customer to make sure we are not using someone else's prequalification without matching up details about the purchase with the customer at our dealership. This is a protection for any consumer that applies for loans. There was nothing lost on our part. 

  We have made at least 5 phone call attempts and an email to ******** with no response back. The salesman **** ******* attempted a phone call, ********************* the General Sales Manager attempted 2 phone calls and an email, myself, ***** Dellenbach also phone ******** twice. ******** has never answered the phone, nor called back or responded to an email. 

  The case is closed on our end with General Motors with ***************************, because she has not responded to our many attempts to help with the paint issue.  

  Business Response

  Date: 11/04/2023

  On November 3,2023 General motors called ********************* at Dellenbach Motors and ask if she was familiar with ***************************. She said yes and was put on a conference call with GM, ******** and ***********

  After  some conversation, GM asked ******** if Dellenbach Motors had reached out and if  she had talked to Dellenbach Motors, She said yes, they did call but  she did not want to talk to us. GM said she needs to give us an opportunity to address her concerns. She said no.

  She wants General Motors to handle her case moving forward not Dellenbach Motors.  At this point there is nothing we are able to do to help her.

   

  Customer Answer

  Date: 11/06/2023

  Complaint: 20817061
  
  I am rejecting this response because: when I arrived at the dealership on October 7th to purchase the Tahoe, I asked the salesperson ****, what all was done to the Tahoe when intaking it upon inspection, he stated that when it arrived there was damage done to the paint when offloading it from the transportation trailer.  He stated to us that Dellenbach body shop had attempted to repair the damages to the paint. I, ******** then pointed out to **** that I had noticed some defects, scratches and other noticeable damage to the Tahoe and asked him if I could then remove it from the garage it was parked in and take it for a test drive.  We, my boyfriend *** and I, took the Tahoe for a short test drive and returned it Dellenbach and parked it outside the garage in the sunshine.  Upon our return, **** then informed us that there had then been NO damage upon the Tahoe's original arrival and upon inspection there were just "bugs" and that the Tahoe was only washed upon arrival and no body work was done.  I then began to point out to **** almost a dozen scratches, inconsistent buff marks with scratches underneath, different textures in the paint consistent with being rubbed against something else rubber etc.  This is NOT an issue underneath the clearcoat!  I then asked **** if could speak to the manager and he then came back to us with ***** the ** of the dealership. I showed ***** the markings in the paint and she expressed that they simply could be "washed off". She offered to take the Tahoe to the body shop and wash the car, she did so and returned shortly with the markings clearly still in place.  She stated that she "thought" they were markings under the clearcoat.  We expressed to her that just a few short moments earlier **** had expressed to us that there was damage to the Tahoe upon its arrival to the dealership and that the body shop had done some work to the paint in attempts to "fix it".  She then looked at **** and then looked at us and stated that she did not know of any such damage.  We stated that we did not believe in such a statement being she is the general manager of the dealership and she would know of damages to a new purchase and would have to file and insurance claim.  She stated that this would be a manufacturers default and that they would have to cover such a thing and that I could on my own time and money could come back to them to have this issue fixed.  We got into a lengthy conversation about this issue and how we would not be willing to come back to them for this service and us not believing that they did not cause this damage and that we were not willing to do so on our time and money.  We asked to just finish the paperwork on the Tahoe, have it in writing that there was damage and go on our way.  She then informed us that, that was fine but to not contact a local dealer or to contact ** for at least a week on this issue.  She was very atomite that we not contact anyone about this issue for sometime.  We were not sure why, which also was a red flag to us.  On the way home, about 5 miles or less outside of town I began to get car sick and get a headache.  I then realized that there was a serious imperfection with the windshield.  Driving directly into the sun we realized that the windshield is wavy and is completely distorted.  We did our best to put down the sunvisors to aid in driving but it appears that there are two separate lines of waviness and that there is no way to rectify the situation in driving.  Monday morning the 9th of October, two days after purchase, I called ** and filed a claim for the damage to the paint and the distortion in the windshield.  I had all intentions of having all work completed at the ***** dealership closest to me which is 30 miles away.  I contacted this dealership and found that they alike most dealerships are short staffed and do not have a body shop that is up and running.  I then called the 5 closest dealerships to me with no luck of finding on with a body shop that is up and running that could help me with repairs.  I have since then awaited for ** to help me rectify this issue.  As of Friday November 3rd, they are contacting a Cadillac dealership in ******* to see if they are able to repaint the Tahoe for me and I awaiting to see if the local ***** dealer will replace the windshield for me ASAP.  ** was able to speak the Dellenbach again on Friday and has gotten a separate answer then what is stated in this statement.  They stated to ** that they were completely responsible and willing to fix all issues but that I was unwilling to have them do so which is correct.  The reasoning for us not answering their calls is because they were dishonest with us from the start.  Their body shop attempted to fix the paint and did an absolute horrible job and has destroyed my brand new $68,000 car and I will NOT let them attempt to fix it again.  This 100% could have all been avoided if when the Tahoe arrived damaged they picked up the phone and stated this to me and fixed it or ordered another one BEFORE I drove 4 hours to pick a damaged one up for purchase.  They were/and successfully sold a damaged vehicle to a consumer.  The Tahoe was damaged and they attempted to fix it and they are now trying to place the blame on ** and saying it is under the clearcoat.  You can see clearly by the damages I am claiming that this is NOT under the clearcoat.  They incorrectly buffed a scratch out and now there is an extremely shiny spot on my near black Tahoe, there are several scratches in several different part not only on the metal but also on the plastic parts.  This is certainly not consistent with their story.  Some sort of research should and can be done to be certain that the dealership is not telling the truth.  ** is 100% on my side and moving forward with my claim and doing what they can to help me, it is just not in a very timely manner.  This is not consistent with Dellenbach is saying.  I have been in contact with ******* whom is a manager with **.  There is good reason why I have not responded to this dealership.  They have done a disservice to us from the very beginning.  I have no desire to continue to do business with them.  ** has stated that I do not need to have it repaired with them.  ** was hoping that they would take ownership of the damage and help make a referral with another bodyshop to fix it which was the reason for the call to them Friday.  They did not do so.  ** was hoping that they would compensate us for towing to a dealership for repairs since we are so far away, but again that is not the case.  Our main issue in the case is that we the consumer in this case are now responsible for the additional mileage, time, money, gas it is now going to cost US to have these repairs done.  Having it done locally we were in agreement to but now that there are no known dealerships to repair it, it seems like we the consumers are going to be a huge expense for something that again could have been avoided all together and now the negligence of the dealership is costing us A LOT. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/07/2023

  Prior to ******** arriving, I or any other sales manager was not informed of any paint damage or scratches to the vehicle. I was told it had some bugs. We did not do any paint work to the Tahoe when it came in at any time. We did not do any damage to the Tahoe. It was never in our body shop.
  
  ******** is correct, there are some paint defects that she pointed out. I took it to the wash bay, it appeared from a distance it was just a smudge on the paint. I had some assistance from our lot techs and  used some rubbing compound to see if it could be removed. It did not remove the spot that I originally looked at. When I came back and showed ******** it was not coming off, that there is something in the paint causing it, she showed me some other spots in the paint, and some scratches. ******** and I had a long discussion about the issues with the paint. I assured her and put in writing we would take care of them for her.
  We talked about the distance, and I understood it was an inconvenience for her and then told her I could send a driver with a loaner vehicle and bring back the Tahoe so we could fix the issues with the paint.
  
  I did think if it was possible and it would be so much easier to have a dealer closer to her take care of the paint issues that are GMs responsibility, but I assumed that there was a GM dealership with a body shop.
  I did tell her to wait about a week to call another dealer,because the sale still had to be reported to General Motors, and it takes a bit of time for the new owners information to appear  in the Global system for GM. I was not trying to cause a red flag, I just know that if it wasnt in the warranty system, it would be frustrating for her until it was recorded.
  
  I obviously knew that ******** was frustrated when she was here and I did try to assist with her concerns. At one point I told ********, she did NOT have to take the Tahoe, she was not under any obligation to take delivery of it and we could refund her deposit. At no point in time, did we make her take delivery of the Tahoe, we did not force her to sign any paperwork. She made the decision to take delivery and sign all the paperwork including the WE OWE form that said we would take care of the paint defects.When she decided to take the Tahoe, I gave her my business card with my contact information if she had any questions in the meantime she can reach out to me at anytime.
  
  Again, after delivery the salesman **** ******* tried to reach out to ********, along with myself twice and an email, and ***** Dellenbach also called her twice. We did exactly as we said we would, and tried reaching out to her to take care of the issues. We did receive a case number from General Motors, but we had the case closed, since she chose to not speak to anyone at the dealership. I received a call from General Motors on 11/3 and was asked if I would join a 3 way call, which I agreed to. During the phone call, the conversation between ******** and GM customer service, ******** was asked if the dealership reached out to her, and she said yes, but she was not going to talk to anyone at Dellenbach Motors. Since ******** does not want our assistance, there is nothing we can do to help her. *********************
  

  Business Response

  Date: 11/07/2023

  Here is a copy of the "WE OWE" form signed by each customer at the time of delivery. It states "Paint has factory defects that we will take care of" . ****** by both ********************* and *************************** on 10/7. 

• Initial Complaint

  Date:05/31/2022

  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.

  Monday May 9th I brought my car in for a basic oil change and an overall inspection at 8:30am. There were a few things I was concerned about and asked that those things be checked out specifically. I was told my car would be there all day, and then told they would need to keep it over night for further inspection. Tuesday May 10th I was told that a problem was encountered while the vehicle was not plugged into a computer and in the process of trying to replicate the problem while the vehicle was plugged into a computer, the engine blew and rendered the vehicle inoperable. I was quoted an $9000 repair build, or offered $1000 as a trade in value for the vehicle. I was immediately pushed into sales. On May 12th I went to collect some items from the vehicle, on a whim started it and decided I would pay for the oil change and inspection and was able to drive the vehicle off the lot. It was not safe or reliable, but I managed to get it into my possession and have not driven it since. Dellenbauch has ceased contact and have not offered any accountability or resolution for the problem.

  Business Response

  Date: 06/03/2022

  ***** dropped off the car 5/9/2022 for an oil change and a diagnoses for stalling issue. We were also asked to look at a starting issue also. The car had to be pushed into the shop so that the technician could hook up diagnostic tools. They were able to get car started to run some tests. The service mgr was asked to drive the car to collect data from the diagnosis. Upon driving it the check engine light came on and began flashing and running rough. The service manager immediately shut the car off and had towed for further diagnosis. We found a valve guide failure causing some valves to be bent. With the data retrieved, we found the torque converter was failing causing it to stall.  If ***** wants I will reimburse her for the diagnosis of $135.00. We feel the failure of the motor was out of our control and unavoidable

   

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  Customer Answer

  Date: 06/07/2022

  Complaint: ********
  
  I am rejecting this response because:I trusted this business with a functional vehicle. The vehicle did not have the engine problems it came out with. It was in their care and ultimately I was more than disappointed with their inability or lack of desire to rectify their mistake. There is no way to justify their claims of the engine issues being unavoidable.
  
  Regards,
  ***** ******

  Business Response

  Date: 06/09/2022

  Please see the attached repair orders.  You can clearly see that when the vehicle was dropped off (document with the handwriting) that the vehicle was dropped off to diagnose a stalling issue as well as the oil change.  Also, please note that this is an 11 year old car with 174,098 miles.  It is impossible to diagnose the stalling issue without driving the vehicle.  We tried to look at other options to help find her a car, but the client was not interested.  It is unfortunate that the vehicle is in need of repair, but Dellenbach Subaru did nothing outside of normal diagnosis procedures to look into the stalling issue.  We are still willing to refund the money, and I would even refund the entire repair order amount ($209.97) 

  Kindly,

  John Dellenbach

• Initial Complaint

  Date:05/13/2022

  Type:Product 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.

  I just left the military and I needed a job. I found a job, but they require I have my own work van. I research and ask around, and everyone says Dellenbach Motors is the place I want. I find a van, they tell me there is nothing wrong with the van other than it needed a tire pressure monitoring system. That gets taken care of, as promised and at no additional cost to me. Cool. I start driving the van and I’m getting issues with the steering. I bring it to a Brakes Plus and they tell me I needed a few new tie rods and alignment for roughly $650.00. Okay fine. At this point I don’t need my van for work because I was in training. After roughly 1.5 months, I’m taking the van to get some welding done because I need my back windows to have a cage on them. As I’m driving it to the handy man, my van starts to chug and skip. I take it to Dellenbach and now they tell me there was something wrong with the ignition and it would cost me roughly $950.00 to fix. I asked if that would be covered and I’m told no. Well I have to have this van for work so fine go ahead—now leaving me broke and not having money I need to move into my new home. I called Steve Dellenbach to explain my situation, and that I don’t think it’s fair to sell a vehicle without thoroughly checking it. Steve doesn’t care. I understand the economy for cars right now, so I accepted them asking for almost triple what the van is worth—because I assume such a “credible” company checks their vehicles and would inform customers of issues (even with selling it “strictly as-is”, which is everyone at Dellenbach’s only response to me.) I feel robbed and taken advantage of, being that I am a young adult. When I was first looking at the van, they had to replace the battery just to bring it over to let me test drive it. This proves they had no intention of making money from this well-driven vehicle. They profited a minimum of $6-7000 for this van. I don’t understand why I couldn’t get reimbursed a measly $600-950.

  Business Response

  Date: 05/13/2022

  I had talked ******** on Monday morning and told him I wanted to look into the situation on his van. I told him I would call him back that day. I responded to him but had to leave a that afternoon. As of today I have not received a call from him. 

  The van he bought from us was off our "B" lot which carries not type of warranty. and they are sold "as is". I am going to refund ******** for $950.00. I will get it put in the mail to him. Thank you for serving our country. 

  Steve Dellenbach

  Customer Answer

  Date: 05/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *******