ComplaintsforBill DeLuca Chevrolet-GMC, Inc.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've been shopping for a new truck, and in preparation for that I got a pre-approval from my bank. Yesterday 8.23.2023 I found a 2023 GMC Canyon AT4X at this dealership. My bank advised since they're out of *********), that as part of the purchasing process I had to make sure they have a copy of the title with them that can be sent to my bank. I called and spoke with a sales re*******ative to verify this and it was confirmed they still do have the truck, and can provide a copy of the title. We made an appointment for later that afternoon to come test drive the truck. It wasn't until halfway through this test drive that the rep *** tells me that in order to purchase the truck, that they require their in-house financing which is at a much higher rate, in order to buy the truck and I'm not allowed to use my own.I told the sales rep had he mentioned that on the phone when I called to check on the title and truck availability, that I never would've come down from **, and this stipulation just killed the deal. After returning back to the dealership, his sales manager *** agrees to a final price, and we both agreed he can try his in house financing to see if they can either match or beat my banks promised rate, and gave me his word that if they can't, then I can use my own financing. They ran my credit report today, and then said they can only offer an outrageous rate of 8% compared to my 6.49%.I reiterated that the sales manager last night made a deal with me that I give him the chance to match or beat my banks interest rate, and if that should fail, that I could use my own banks funding. The sales manager then back peddled saying he's there on the phone with the sales rep ******* and said he never said that. Due to their entrapment approach forcing customers to use their own financing at insane interest rates, and dishonesty stating they never said that, it was at that point I ended the call stating they just lost this sale. I was looking forward to this truck too!

  Business response

  08/24/2023

  it states on our web site(the site the customer found the truck on). " Pricing includes incentives from captive finance sources and using outside financing or cash will not qualify for those incentives"

  Customer response

  08/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with dry cracking on my tires from a vehicle I purchased on 7/11/2022. After many conversations and arguments with multiple staff members they agreed to replace the 4 tires as long as I purchased 2 of them for roughly $720 on 8/12/2022. After getting the tires installed I noticed the truck was no longer driving smoothly as it was before especially on the highway my truck would vibrate pretty roughly around 65 mph. The most common solution would to get the tires rebalanced so I took it to a local shop to get them rebalanced and I was still having the same issue. I called Deluca on 8/22/2023 to let them know the issue. They asked me to bring the vehicle down and I offered to leave it with them for the day. After arriving and leaving my keys with an employee. I had another employee follow me out of the building with my keys in hand and told me they are not allowed to work on my vehicle as instructed by the owner of the company Bill deluca IV. He told me I would receive a call from an employee to fix the issue. The next day I received a call from ******************* from Delucas Andover location. Told me they would not work on my vehicle but would try to find a solution to my problem. It has not been 6 days and my truck still shakes and is unsafe for my pregnant wife or 2 young kids to drive in. I have left multiple voicemails and I am still waiting for a response.

  Business response

  08/29/2022

  I have spoken with ******* multiple times. I have also had to leave multiple messages for him to call me 8-24-2022 4:05, 8-25-2022 10:07. He has rejected the solutions I have come up with. The tires that are on his vehicle are under warranty by the tire manufacturer. There is a tire dealer in the same town that sells that name brand tire. He does not want to bring it to them. Unfortunately there is nothing further we can do for him. 

  Customer response

  08/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did call back after receiving those voicemails, I missed the calls by minutes as I was tied up with my children and work. He did not leave messages without getting a response, I also have all call logs documented to provide proof.

   

  When **** left a voicemail on 8/24 at 4:05 I returned his call at 4:36pm.

   

  When **** left a voicemail om 8/25 at 10:07am I returned his call at 10:08am.

   

  I have documentation to back this up and I will add attachments. 

   

  The last time I spoke to ******************* from Deluca was on 8/25 at 3:06pm which I will provide a screen shot of my call log and since then I have not heard from them. What Deluca was trying to do was have me go to another company and ask them to fix my issue which is not the other company's responsibility when Deluca themselves are a ******** dealer. The last time I spoke to **** from Deluca was 8/25 at 3:06pm when he told me he would call the manager for ********************************** to see if they could warranty my tire for me since Deluca purchased the tires there and call me back.  I did record that phone call with **** where he stated he would call Sullivan Tire and that he wanted to speak to their manager directly and I would like to see Deluca provide proof they have called me back since 8/25 at 3:06pm after saying that he was going to call *************;Tire. Which I can guarantee they cannot.

   

  So as you can see, there has been no solution and my vehicle is still shaking. I was not offered a solution, I was given ideas to go to other companies and have them fix my issue so that they did not have to. It is the responsibility of Deluca to fix my issue since they sold me the defected product not for me to go around asking other companies to fix my issue.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  08/30/2022

  we had offered to take the truck back and refund all of the customers money. He declined the refund and return of the vehicle. The tires that had been installed on the customers vehicle had been purchased at ******** tire. they customer also had another garage remove the tires after we had them installed. at this point the customer will need to return to the shop that had his tires off or go to ******** tire.

   

  Customer response

  08/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They stated I purchased the tires at ******** Tire but I did not I purchased them from Deluca. I have the receipt as well proving it. I did reach out to ******** Tire and they said since I did not purchase there they cannot help me with my tires. I also was instructed by Deluca to get my tires rebalanced at Townfair Tire which is who I went too.  

  Business response

  08/31/2022

  We purchased the tires from ******** Tire for the customers vehicle.(the customer did not purchase them from ********) The tires are warrantied though ******** Tire. after the customer had a non authorized repair facility remove the tires and balance them. the customer need to go back to that facility or ******** Tire.

   

  Customer response

  08/31/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  When I had the tires put on at Deluca I got into an argument with the service manager ****** and he told me he never F***ing wanted to see me there again. So, when i noticed the tires were shaking really bad I did not want to go back to Deluca to deal with ****** again I reached out to TownFair Tire to rebalance the tires on 8/20/2022.

  When TownFair could not fix the issue I had to reach out to Deluca because I realized it was an issue with the tire and they sold me the product.

  I called Deluca on 8/22/2022 and was told by *********************** (service consultant at the Haverhill Deluca) to bring my truck down.

   When I tried to bring my truck in I was advised by *********************** (service advisor from the Haverhill Deluca location) that they could not work on my vehicle per Bill Deluca IV but **************** did advise me to bring it to Town Fair again after Deluca refused to work on my vehicle. As well as ******************* has tried to send me to Townfair.

  A non authorized dealer but you have tried to send me to ***************************** and **************************** multiple times. 

  I have called ******** Tire in Derry,** myself and Spoke to **** the Store Manager and he said he did not speak to anyone at Deluca and since I purchased the tire through Deluca I needed to go THROUGH THEM to warranty the tires because *********;can't prove to ******** (the tires brand I have the issue with) that he installed the tires for the warranty.

  I do have a recorded phone call with ******************* stating he DID NOT talk to anyone at ******** either because he only wanted to speak to the store manager (****). Seeing how I spoke to **** personally and he did not talk to **********'m not sure where he got the assumption another company would clean up Deluca's mess.

  Deluca offered to buy my truck back BEFORE putting on new tires, not sure what that has to do with the shake of the tires, they keep trying to deflect the situation. If you sell a bad product, fix the product don't expect another company to fix it for you like you are doing.

  On 8/27/2022 I had a medical emergency and had to rush my daughter to the ** and I had to worry if my truck would make it there because of the shake in the tires. After spending $42,000 on a truck and $726 on tires you think I wouldn't have to worry about that..... You're putting my family and myself in danger by not fixing the issue. 

  I have spent a lot of time on this issue and it is very important to me that my truck drives smoothly and my family is safe, unfortunately my family's safety does not matter to Deluca. This is why I reached out to the BBB. 

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pd $1000 on July 28 to hold a vehicle. I went in on July 29 to see how much the vehicle would cost. The truck would not be ready for pick up until the 1st week of AUG. They never told me about a $500 bonus on my vehicle if purchased in the month of Aug. I paid for the truck on Aug 3rd when I picked it up. I went to the dealer and asked for my $500 bonus from Chevrolet and they refused. They stated I paid for the truck on July 29. The bank check is dated Aug 1st. As far as Im concerned, this truck was purchased in Aug.

  Business response

  08/24/2022

  all of the paperwork including the purchase and sales agreement is dated and signed for 7-28-2022.

  Customer response

  08/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In response to the answer they gave, the date is wrong.  We signed on July 29.  Did not take delivery or pay until Aug. 2.  I left a $1000 deposit to hold the truck until the work was completed to be picked up the 1st week of Aug. 

  Business response

  08/25/2022

  the in service date refers to the date the customer signs the purchase and sales agreement. Not the day they pay us the last moneys due. the discounts and rebates are calculated on the date the purchase and sales agreement is signed. if it was not performed that way you could never calculate an accurate purchase and sales agreement.

   

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to check a car to this delearship and they told me they to give 500 to hold the car and never return the money because I decide I didnt want to buy the car because they change option and price on it.. this delearship I reaping people off.

  Business response

  08/01/2022

  the customers deposit was refunded on Friday 7-6-2022. it was refunded back to his credit card. the credit card company takes 48 business hours to show refund.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2012 Chev. Equinox Aug 5th after numerous conversation about my concerns conveyed that my mechanic found Rear shocks, rotors and tail gate lift supports very rusted. Made appointment with service dept and when service manage wrote my concerns on a blank paper went out side and told me that normal wear and when press told me to see Alan Katz salesman. Mr. Katz said he could do anything and when proposed that I would pay for parts still refused. Contacted John Lunch sales manager got the same answers and asked to take car back return $ 2000. deposit said that's not going to happen. Can't use lemon law because they refuse to write service claim. Because Bill Deluca Chev. refuse to service with in 60 day warranty return of 2012 Chevy. Equinox and my deposit deposit is necessary. Alan Katz fraudulent sold auto when not interested in auction cars and said it was serviced by dealership. Found out it was auction auto. Never in my 74 yrs experienced such dishonesty. Thank you!

  Business response

  11/11/2021

  we inspected the car. it had normal rust for a vehicle of that age. we offered to trade the customer out of the vehicle. we had him look at the inventory of 4 dealerships and he stated he could not find a car he wanted.

  Customer response

  11/12/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a recall for for passenger side airbag replacement at **** Deluca on my 2008 ***** Silverado when they gave me the truck back the dashboard was cracked and they denied doing it I want them to to take responsibility and fix it

  Business response

  08/24/2021

  I have spoken with Mr.Orlando. we are currently waiting for GM to respond with a resolution.

   

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