ComplaintsforDePaula Chevrolet, Inc.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/16/2022 I had bought a brand new 2022 ********* ********* with heated seats an steering wheel, was told by sales staff that they were a recall an will be hooked up when they get the "chips" for the seats and the module for the steering wheel, seats were eventually hooked up an are working correctly, till the drivers side button jammed up or shorted out, which was done same day as the steering wheel and damage done to dashboard by technician( see pitcure attached )steering wheel was done on 11/20/2023 my son drove the truck up there for me i have no time to use at work, was told it would be an all day thing and that it is the same wheel as i had and that they had to replace the old wheel with a new one with the module in it. The new wheel feels slick an unsafe for being leather, unlike i previously had. Told them i do not like it for said reasons. They basically told me they can put my old wheel back on and no heated element which im paying for in my loan from the bank. Or i can keep the new unsfafe weird feeling wheel.so either way im not getting a service i paid for or refunded money for the wheel without heat which was one thing i wanted in this new vehicle. Plus while in service there the technician scratched my dashboard to fix the faulty drivers side heated seat button. I dont even want to drive the truck now it feels unsafe while turning due to the slick feeling steering wheel

  Business response

  12/18/2023

  Received a call from the business and this was relayed: Repairs are are schedule to be done and consumer will be given a loaner. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 **** ******** from DePaula Chev in July of 2022. Unfortunately, ex was in a fatal car accident in my ***** earlier that month. I bought the vehicle from their certified pre-owned dealership location. I have had the vehicle just over a year now and these are the following issues I have had/currently having: fuel injector circuit shorted out, front bulb was out which caused a failed inspection, needs new tires already, leaking exhaust pipe, lower control arms bushings torn. These issues should have been fixed prior to selling the vehicle! When I started having the engine issue in August - DePaula customer service was absolutely horrible. I was calling for over a week trying to get my vehicle in and they kept giving me the run around. Finally, they were able to get me in ... had my vehicle for a few days just to tell me they didn't have the software to do the diagnostics and had to ship my vehicle over to **** ******. The warranty ********* **** that DePaula talked me into purchasing would only cover $391.17 out of the 1 grand it was going to cost to fix. DePaula refused to accommodate. ****** was nice enough to knock off some of the labor hours to reduce the price and I still had to pay $400 out of my own pocket. I still have these other issues going on with the vehicle that I need to get fixed. This dealership should not sell vehicles they cannot service and also I was without a vehicle for 3 weeks. I am very upset I have to deal with all of these issues now just a year later after purchasing. The dealership should be fixing this and talking with the warranty company. They refused to call anyone so I had to be the one calling all around.

  Business response

  09/28/2023

  Ms. ******* has owned the said vehicle for over a year and after review we sent it to ****** ******** **** where ****** repaired vehicle with her extended warranty only covering a certain dollar amount for the repairs.  Please see attached documents.  We ask you to please close this matter.

  Customer response

  10/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Again, the vehicle already needs new tires. They never did a tire rotation when they did the oil change. The exhaust pipe is leaking causing a rattling sound. Both front lowers control arms have torn bushings. They need to fix this! The control arms per my warranty are covered so I would like the business to look into getting this taken care of so that I do not have future problems down the road.   Regards, ******** *******  

  Business response

  10/18/2023

  Bus called and this was relayed: The consumer ha put 11,000 miles on the car, and we did a rotation on the car and the car passed NYS inspection on 7/21/22.  We will not be doing anything else to the vehicle.

  Customer response

  10/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  11,000 miles under a year bc it’s averaged out to be 12,000 miles used per year.  You guys did not pass the inspection. I took the vehicle elsewhere because your business is trash and I will continue to spread the word on how you treat your customers and how you sell vehicles you cannot service. SCAM ARTISTS!  Regards,  ******** *******

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this dealership. It broke the second day I owned it and they are refusing to fix it.

  Business response

  09/12/2023

  Please find attached the requested repair order for ******* ******.  We performed necessary repairs and never did we refuse to fix Mr. ******’s vehicle 

  Customer response

  09/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I've included the paperwork provided to me on pick up of the vehicle clearly stating the drive shaft is still making noise and that DePaula is refusing to order the new one.  Regards,  ******* ******

  Business response

  10/18/2023

  Bus called and this was relayed: The reason why we did not repair vehicle is because the issue was not a lemon law safety issue. We will not be offering repair. 

  Customer response

  10/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   But, in the last message you said you fixed it. Now you admit you did not. At this point I'm just glad this will all be public and any one who looks at buying a car will know that DePaula is not a trustworthy business. I was lied to by the sales guy, I was promised the issue would be fixed, you lied about fixing the problem, and finally after months have now admitted that you are refusing to fix the problem.   Regards,  ******* ******

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a new 2023 ********* **** ** *** in Grey from DePaula Chevrolet in Albany on 6/16/2022. The car was never delivered and the business never followed up with me. They failed on their promise to keep me informed every 1-2 weeks on order status. I was never provided an order or reference number. I ordered when and where I did to be first in line for this vehicle. I submitted my order on 6/16 as it was the first day orders opened. I've been in contact with several dealerships who state they have been delivering this vehicle for the past three months, and yet mine doesn't even have a production date. There are even unsold units on dealership lots around the northeast. Given that I ordered six months ago, and the orders have been filling in three months at other dealerships, I believe DePaula has not been upfront with me. They have failed to fulfill their due diligence in preparing my order; either by submitting the order incorrectly or not at all, and by failing to communicate order status. I would like DePaula to make this right by fulfilling the original order as soon as possible, within one month, by whatever means necessary, including but not limited to purchasing the vehicle from another dealership where it is already available. I also expect credit off the purchase price, given the extraordinary delay, to help offset the added costs of rentals, cab and rideshare services, delivery services etc. endured over the past 3-6 months.

  Business response

  01/13/2023

  Unfortunately, this is not under our control.  It was a limited supply and we could not get it due to supply of inventory.

  Business response

  02/14/2023

  Please be advised that as previously stated, this was out of our control and the consumer's deposit has been refunded.

  Customer response

  02/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Honesty and transparent business is entirely within their control. They failed to communicate the status of the order, a realistic time frame, allocation issues, etc. They canceled my order without my consent and returned my deposit without interest.
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 **** ********* from DePaula Chevrolet. They owe me rustproofing undercoating repair in-transit damage and a spray-in bed liner. The day I purchased the truck, we scheduled a date for the work to be done. When I went in on that date, they pretended to know nothing about it. I have all the paperwork showing they owe me the above-mentioned items. I have reached out to them and keep being told someone will call. The only call I received so far was about selling me another vehicle.

  Business response

  08/08/2022

  The complaint by ****** **********, CID ********* has been handled and customer is satisfied.  Please move forward with closing this complaint.

  Business response

  08/08/2022

  The complaint by ****** **********, CID ********* has been handled and customer is satisfied.  Please move forward with closing this complaint.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an owner of a 2015 equinox that needs work. I put it in the hands of a particular dealership that has out flat lied to me about the service and repair of my vehicle. I am at the point of just not owning a Chevy anymore. I feel totally disrespected and even to this day (which has been 2weeks) since my vehicle was brought in to be repaired I have not been given a consistent answer. PLEASE Every day goes by where I have to walk to work or take an **** my son has to take the bus to and from night school my whole family is being inconvenienced because no one wants to take responsibility and tell me the truth of the matter

  Business response

  03/31/2022

  Business called and stated that they are waiting for a back ordered part.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought my new car I bought the rust proofing package that the dealer sells and installs.Now I have rust on my rocker panel that the dealer said should be covered but they have to get it approved buy some other company. That company denied the claim saying it was old but the dealer knows it`s not. When I talked to that company they said if my car has rust the dealer did not install it correctly I`ve been to the dealer five times in the past 6 months and now they won`t even call me back.I`m getting the big runaround I think this rust proofing is a big scam.

  Business response

  04/12/2022

   I am contacting you with regards to CID: ********, for Mr. *** ********.  Please find attached all email correspondence obtained for Mr. ********’s claim.  At this point, DePaula Auto Group is not able to address his concerns.  Mr. ******** will need to contact ***, the company who provides us with the products used for rustproofing.  We have done our very best in assisting Mr. ******** with his complaint, but his claim has been denied by ***.  Mr. ******** is recommended to contact *** directly at ###-###-#### to proceed any further. 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased used 2018 ***** crew cab novermber 5th for 36,000 dollars. I Looked quick under the middle of the truck when purchased but it was night time. I saw some surface rust but figured that’s reasonable for a 3 year old truck that has seen winter after getting it home and further inspection it was found to have extensive rust behind the rear wheels on frame and leaf spring shackles and rear bumper brackets areas you can tell the metal is getting thin in spots my certified mechanic told me to call DePaula immediately. I Called DePaula and was told they inspect these vehicles extensively before putting on the used lot and I already bought the truck nothing they can do call there service department. So DePaula is ok putting a 3 year old truck on the lot for almost 40 grand that has layers of rust in the undercarriage. I had to pressure wash the inside of the frame because it was packed with dirt( see picture of drive way after blowing dirt out of inside of boxed frame). Great inspection DePaula. I’m currently seeking legal advice because this is not acceptable At this price point. Yes I should have looked closer but I feel it’s reasonable when spending almost 40 grand to expect the vehicle is in solid condition and not have to go over it with a fine tooth comb when buying from a so called reputable dealer. I work for a company out of Albany with over 100 employees many are waiting to see if DePaula steps up they can not believe DePaula let this truck leave the lot. See attached pictures.

  Business response

  01/05/2022

  We will be attempting to trade the consumer out of his vehicle.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ***** D. ******* is making a complaint against DePaula Chevrolet Car Dealership in regards of buying a 2016 Equinox which only lasted me 1 year and 11 months. I've been complaining about the engine and how it's making funny noise and every time I take it there they seems to not locate the problem. On January of 26 I was scheduled for an oil change and also have my engine check because the engine light was constantly on. They did an oil change and I was told that they could not do the diagnostic due to the clement weather. They never schedule or have me to come back to have the diagnostic test done. On Febuary 2 my car died and they told me the car blew a casket and all the oil drained and damaged the engine. Dennis W****** who is the Service Supervisor at DePaula Chevrolet told me there's nothing they can do but for me to buy a new or old engine which will run me about 7 to 12 thousands of dollars. The car till this day is still located on their property still insured by me.

  Business response

  11/23/2021

  Mrs. ******* came in with check engine light on. Vehicle will not run. Found oil leak from rear main seal. Found the cause to be PCV Plugged causing pressure and blowing out the rear main seal. Engine leak all oil out of motor which locked up motor internally. Recommend new and used motor to customer which she declined. In order to resolve this matter, we resolve to replace motor with new and or used motor. We now have Flex payment options for customers which can be used to pay for repairs.Dennis W. Service Director

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I noticed my transmission slipping on September 26th 2021, so I dropped it off at the dealership on Monday September 27th after work. I bought my 2013 ****** ****** from the Chevy dealership down the street from their used vehicles lot in November 2019. I have had a few occurrences with the vehicle (understandable since its over five years old) I purchased the extended warranty they offered from ****** at the time I bought the vehicle. All three prior experiences were good, I dropped my vehicle off and I obtained a rental from the dealership until my car was ready. This time I am having difficulties with the dealership. When I dropped the vehicle off they advised me that they had no rentals available. I was shocked, I called ****** to inquire on my coverage for a rental, which was available at a refund of $50 per day for up to 7 days. The catch was that the rental would not be covered until the work started on the vehicle? (That seemed odd to me)The dealership arranged a ride home via Lyft at no cost to me. I spent hours that night and many days after trying to locate a rental from the array of places around me. Nowhere within a reasonable distance had a rental vehicle, the only vehicle available was a cargo van, which does not work when you have two children, and one requires a booster seat. Either Wednesday September 29th or Thursday September 30th I was advised that the issue was my transmission and that it was covered by insurance. Alex in service advised me that someone from ****** had to test drive it and confirm the transmission was really the problem within this same phone call. I got a call from Alex the beginning of the week of October 4th stating that ****** came and confirmed it was the transmission and that the transmission would be there the following week on Tuesday or Wednesday (October 12th or 13th) . SEE ATTACHED WORD DOC FOR REST OF COMPLAINT.

  Business response

  11/10/2021

  Tom R****** called BBB and stated that the repair was made under warranty.

  Customer response

  11/11/2021

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

*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. ↩