Complaints

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:08/16/2024

  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.

  Poor Communication and Slow Service at Diamond Auto grupo I'm extremely disappointed with the service I've received at Diamond Auto Grupo . My vehicle has been in their shop for six weeks after blowing its engine, and I've had zero updates on the status of the repairs. Every time I call to inquire about the progress, I'm given a vague answer of "Hopefully next week it'll be done."The lack of communication and transparency is unacceptable. As a customer, I expect regular updates and a clear timeline for completion. The constant delays and uncertainty have caused me significant inconvenience and stress. I rely on my truck to transport decorations, supplies, but Diamond slow and uncommunicative service has thrown my wedding planning into chaos. Every day counts, and their inability to provide a concrete timeline or updates has added immense stress to an already overwhelming time.Until Diamond Auto Group improves its communication and efficiency, I would not recommend its services to others.

  Business Response

  Date: 09/11/2024

  The engine needed for the vehicle took a long time to get from *************** When it came in--- we had to fit it into our shop which we did ASAP. The customer was in contact with GM Customer Assistance which caused a bit of a communication issue because they do not work here at the dealership. We installed the engine and the truck was "fixed". The technician did have to replace a blown fuse for the ** compressor shortly after the vehicle was originally repaired. The truck is back on the road and operating as designed now. We are sorry for the long wait and any bad communication. The parts needed were on backorder which made it difficult to get this job done. By the time we got the Engine in, our lifts were tied up and we had to get those vehicles done and off the lifts to get this truck back in and repair.

   

   

• Initial Complaint

  Date:07/24/2023

  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 the 18th of July, 2023, I had an issue with my truck which required warranty work. I also requested for a 4 star car detailing service which cost $200 on 18th of July but was informed by Alex the service advisor that it would be done the next day, July 19th. On July 19th, the truck was ready for pickup but when I arrived the detailing service was not up to par. This resulted in a Service Advisor Alex and a manager by the name of Frank to come and speak to detailing techs, here, Frank meticulously pointed out their unprofessionalism. The truck wasnt even vacuumed underneath the carpet. I decided to give a 2nd chance and received a 5 star cleaning service on the house that would be done on July 20th. On July 20th, I dropped and picked up the truck at 11ish am. There, it was clear to me and service advisor Alex that the detailing techs did not clean the car properly and I requested a refund. I was granted a refund but to my shock and horror, my steering wheel was damaged. I informed them of the damage and provided photographic evidence (which I will attach), yet. On July, 21st both the service advisor Alex and Frank stated that it was impossible for the detailing techs to damage it as they didnt use any harmful chemicals and so on. They (both gentlemen) said that it was existing wear and tear damage but I have photos of the steering wheel a day before without said damage. I received a quote for the repairs which will cost $265, I will attach the quote. I was informed that damage like this does in fact happen. Especially when, in the words of Alex, service advisor, 3 out of 5 cars have some kind of issue with the detail. I hope this can be resolved because I in fact really enjoyed my time in this dealership (minus these detailing problems).

  Business Response

  Date: 07/24/2023

  We will be reaching out to the customer today to speak to them and also issue the check for the repair on the steering wheel. 

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I accept the resolution, however. I havent been contacted yet. Is there a number, I can call to resolve this problem. 

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

• Initial Complaint

  Date:05/05/2023

  Type:Product 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 had a service done at Diamond Chevrolet in Auburn Mass on route 20. I had them do my pads and rotors front and rear, including a flushing the break lines and rotating the tires. Getting my vehicle back my mother drove it back cause I was in ****************. When I was driving my vehicle I noticed that the breaks were squeaking and making thuds when tapping on the breaks, when slowly coming to a stop. And when I was about to come to a stop the vehicle would move like I was driving on rocks. I called a sales guy named Taylor at Diamond and they said the squeaking would eventually go away and they did and so did the other problems. Expect the thuds when tapping on the breaks. So a couple weeks passed it only became more frequent and I called the same sales guy telling him I’m not liking these sounds and I want it to get checked out. So I brought it to Diamond on May 1, 2023 and they gave me a slip and said If I wanted to leave it I could, but I needed my vehicle to get to work in the morning. But if I knew the severity of the situation with my vehicle I would’ve left it, so on my way home I thought about it and it just didn’t feel right and my vehicle sounded worse so I called my buddy who is a mechanic and it took him seconds to find the problem. My front left rotor was missing its top bolt and the bottom one was about to fall out. My rotor was thudding back and forth when tapping on my breaks. This could’ve caused a serious accident or even killed me! I had my vehicle towed to diamond Chevrolet in auburn and they fixed the problem and called me this morning, May 2, 2023 from Amy in services. I went there with my mother and I wanted my money back and nothing to do with diamond ever again. And they said these things happen when I was told they don't! And they didn’t seem to care that this could’ve been very serious! And I didn’t get my money back! I asking for help cause this just isn’t right.The job should’ve been done right the first time but was only more dangerous

  Business Response

  Date: 05/19/2023

  Customer came in for service and needed brakes. We sold him brake pads and rotors. Our technician did the job and accidentally left a brake caliper loose. This caused a rattle noise. The customer brought the vehicle back to us to check it out. The technician immediately found the loose bolt and secured it properly. No damage was done, and the brakes were operating normally.
  

  The customer insisted on a full refund for his inconvenience of returning. We assured him that his safety and security was NOT IN DANGER and apologized for the concern. There was absolutely ZERO damage done to his brakes. No excessive wear, no parts were damaged or missing. The loose caliper bolt causing a clicking noise. And was repaired. We apologized multiple times for the inconvenience.
  
  The customer made multiple statements throughout the repair PRIOR to the found loose bolt. Such as....
  "The brakes are very expensive on this Jeep" (It's a Jeep. and there are multiple options for the replacement of his brakes. He used us for the replacement probably because of that reason.)
  "The brakes are not lasting as long as they should" (It's a Jeep. It's 4-wheel drive. Most customers believe the Jeep is a truck with truck components. However, the brake system is not built like a truck. The rotors deteriorate more frequently because of heavy loads. It is expected to handle heavy loads by consumers, but the brake system is not prepared like a truck with heavy-duty components. Also we sold the customer breaks, we have no control on how long they lasted for the previous owner.
  
  Because of these statements, in my opinion, the customer had ill feelings towards any required service work. And is using the current situation to create ammunition towards getting a full refund. The brakes that were installed are operating as designed and absolutely zero advanced aging of the components happened from the loose caliper bolt.