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:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a Ford Certified vehicle on 11/15. On the drive home the TPMS light came on, door lock quit working, and vehical was very loose on the road. Once home, I took it to my local Ford Dealership. After inspection, they informed me that the vehicle had not been properly inspected and the truck needed 4 TPM sensors, a door lock actuator, and various bushings on the front end. The drag link was so loose you could shake it with your hand; this isnt something that wears out in a few hundred miles. From my experience, DePaula Ford did not correctly certify the vehicle, a fraudulent business practice, and is now refusing to honor their part of the certification process. I have also been involved in Ford customer care, and they continually struggle to speak with the management staff at DePaula Ford. The staff will not return calls and keeps passing the responsibility on to someone else.

• Initial Complaint

  Date:10/30/2024

  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.

  I brought my vehicle in for an estimate for a broken back window and some dents from a tree branch hitting it. When I received a quote from them of $5,700 to replace a back window and few dents they gave me an estimated wait time of 7 weeks so I told them I did not want them to do work on my vehicle and that I would bring it somewhere else because I could not go that long without my car. The man screamed at me that I could not have my car back even though he told me that they had not done any repairs on the car. They refused to return my vehicle for over 3 weeks and demanded a ransom of $3800 to get my car back which was paid to them. When I did get my car back I was horrified to find that it was now missing an additional window that was not broken when I brought it in. They also ripped the compass name off of my jeep compass and a piece of a plastic border and it was vandalized all over with some grey material. It was returned in substantially worse condition that I dropped it off and now required over an additional $10,000 in repair to fix the damage they had caused. Their actions were beyond bad business practices, they were criminal and after discussing my experience with friends I've heard several other stories of Depaula Ford holding vehicles for more than 5 months without doing any work and then finally returning them half fixed. I have included a photo of the side window that they knocked out which wasn't even broken when I brought it in as well as the condition of the vehicle when they returned it to me. They also removed the Jeep weatherization flooring package from my trunk and have not returned it.

• Initial Complaint

  Date:01/04/2024

  Type:Sales and Advertising 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 am trying to resolve a situation that was made by the dealership when processing my loan with ***** ********** I purchased my CX-5 with an agreed trade of $18K and $5K on 11/27/23. There was an error by the dealership and my loan was processed without the $5K. I came in and signed new contracts on 12/12/23 to be reprocessed. As of today, ***** ********* still has not received the new paperwork. I have made several contacts with the dealership and ***** ********* to try to get this resolved. ***** ********* has told me it is up to the dealership to contact them to rectify the loans. Every contact with DePaula has assured me that the paperwork was done. I was told it was overnighted a couple of weeks ago. Then I was told that they didn’t have the correct address. But regardless, no one follows up on this but me. ***** ********* has told me they have had no contact from DePaula regarding this issue. My first payment due date has gone by and I’m stuck. I need this resolved and quickly. My complaint is with DePaula Mazda. 1586 Central Ave., Albany, NY 12205. I don’t like filing a complaint but I have been trying to get this resolved on my own for over 3 weeks. I am not complaining about the error. I understand things like that happen. I am complaining about the resolution of the error after I brought it to DePaula’s attention to correct. It effects my life.

  Business Response

  Date: 02/08/2024

  The consumer's paperwork has been sent to ***** ********* for processing.

  Customer Answer

  Date: 02/10/2024

  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,
  ****** *****
  
  
  
  
  

• Initial Complaint

  Date:12/09/2023

  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.

  On November 16, 2023, DePaula Mazda told me they had cancelled my three year maintenance agreement that I purchased with my car on 8/20/2022. They told me that when they cancelled the agreement they sent a payment of $499.00 to ***** ***** to apply to my loan principal. My account with ***** ***** does not show this payment and the original loan amount agrees with my loan documents. I was told on Nov 16 that they will provide me with documentation showing the payment. They have not done so and they do not respond to my emails requesting this documentation.

  Business Response

  Date: 01/09/2024

  Please be advised that the consumer has been refunded, check attached. 

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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.

  After having brought my 2015 **** in several times to diagnose a check-engine light and paying $1811.48 for fuel pump, I noticed a sign prominently displayed in several locations on the service and sales floors advertising a reimbursement of your last repair if you buy a new vehicle within 30 days. Still well within the 30 days I decided that it might be worth it to consider a new vehicle. I stopped a sales manager on the floor and pointed to the sign and asked "Is this for real?" He replied, "Absolutely, I can cut you a check today!" That offer is the reason I decided to buy a new vehicle. Four days later, I am sitting at the sales person's desk waiting for them to value my trade. I had done my research on several **** **** **** sites and by getting estimated quotes from several dealerships and knew that the trade value should be between $7,000 - $8,000. He came back with $5,000, which I replied was ridiculous, that I could accept $7,000 maybe, but not $5,000. I told the sales manager, that I felt like he was deliberately penalizing me because I was taking advantage of the repair rebate offer. I pointed to his numbers, where he had written down $1800 + $5000 to argue that $6,800 was fair. I again pointed out that he was clearly taking the repair cost out of my trade, to which he replied, and I am directly quoting because I wrote it down: "Well, there is marketing going on there. The repair bill has already been paid and there is nothing I can do about that. That money has to come from somewhere." We argued a bit more and he came up a little bit, but ultimately admitted that the offer came out of the trade value. I decided at that point to continue with the transaction, because I felt that $7,300 was a fair trade value, and that I would deal with the deceptive advertising issue separately. I am hereby looking for reimbursement for my $1811.48 repair bill as advertised. Thank you.

  Business Response

  Date: 12/06/2023

  Business called and this was relayed: We have refunded the consumer.

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:08/01/2023

  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.

  We brought our 2012 **** ****** in for an annual New York State motor vehicle inspection. Upon picking up the vehicle, we noticed that it made a loud tapping noise that lasts for about 3 seconds when we turn on the ignition. This noise did NOT occurr prior to us dropping off the vehicle at DePaula. At DePaula, the vehicle passed inspection but some repairs were recommended, one of them being replacement of the left front lower control arm. We scheduled an appointment for the control arm replacement. Also, when we picked up the vehicle after the inspection, we noticed that the, "check-engine" light was lit, which was NOT the case when we dropped off the vehicle for inspection. We immediately called DePaula about the check engine light and they told us to bring back the vehicle which we did and they had turned off the "check-engine" light. We also scheduled an appointment to repair the control arm. The control arm was repaired at a cost of $733, which included a front-wheel alignment. When I picked up the car today, I heard the tapping noise. Upon arriving home we called DePaula and asked them to fix the tapping noise which had NOT occurred prior to dropping off the car for inspection, and occurred IMMEDIATELY after picking up the car. Today I asked to bring back the car so they could fix the tapping noise. The representative at DePaula, Lenny, told us that we would have to make an appointment and pay a MINUMUM fee of $169 in order for them to diagnose the problem causing the tapping noise. I expressed that this problem was not happening prior to us dropping the car at DePaula, and that it occurred while the car was in their possession. To me, it was THEIR responsibility to correct it, as it was the result of something their mechanics did, or failed to do. I also expressed we had just paid them $733 for the control arm repair. The guy Lenny expressed that the car is an, "old car" (it is a 2012, in perfect condition, with only 40,000 mile on it).

  Business Response

  Date: 08/31/2023

  We repaired was for a control arm and the noise behind the dashboard had nothing to do with our repair.

  
  

  Customer Answer

  Date: 09/05/2023

  I agree that the car was brought in to have the control arm repaired and it was repaired. There is no dispute with that. The issue is that when we picked up the car, there was a NEW issue - a loud knocking noise coming from behind the dashboard. Why were we not advised of this problem? How is it that they could return the car with a  NEW problem?  And, when I informed the representative, after driving the car home and discovering the NEW problem - I immediately contacted DePaula hoping that they would have me bring the car back so they could fix this new problem, I was told we would have to schedule a NEW appointment and that there was a minimum fee of $169 to diagnose the problem. How is it that they would return the car to us, knowing that there is now a NEW issue that requires repair? If they over looked that, they could have at least had the COURTESY to let me bring the car back so they could address this problem - a problem that was not present when we dropped off the car for repair.  Instead I was told I'd have to schedule a new appointment. They should NOT have returned the car KNOWING that a new problem had developed and not informing us of the new problem - just returning the car and hoping it would not be noticed - which was not possible.  They should have let me  bring the car back so they could fix the new problem - and of course we would have PAID for this new problem to be fixed. Instead the returned a car in need of repair.  And I was reminded that it is an, "old" car, which I find insulting.

  Business Response

  Date: 10/18/2023

  We told her that she would have to pay for a diagnostic fee before we could see what is up with the noise.  Where we repaired had nothing to do with her issue. 

• Initial Complaint

  Date:12/10/2022

  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 recently purchased a 2023 ***** *** from Dapaula Mazda via lease. I was able to trade my leased 2020 **** ****** in toward the purchase of the new vehicle. I purchased a service plan for $400 on the **** through DePaula Mazda that could not be transferred to my new Mazda so I was entitled to a refund on the remainder of the service plan. At delivery of the ***** *** I was issued a refund check of $13.89 from the finance manager. I was asked how this amount was determined and she was unable to provide an answer and encouraged me to review my paperwork which I did. I followed up with my salesperson 3 times before getting the response that I needed to contact **** Credit because they determine the refund amount and the dealership cuts the check. I contacted **** Credit this morning (12/10/2022) regarding this matter and was told that the service plan is outsourced through the dealership and the refund is prorated by the dealership and that I need to contact them. I feel like I am getting the run around and it took approximately 2 weeks for me to be told to contact **** Credit only to be referred back to the dealership.

  Business Response

  Date: 01/04/2023

  This is the exact calculation for refund.  See attachment.

  Customer Answer

  Date: 01/05/2023

  12/12/2022- I received a voicemail message from Albert (general manager) at Depaula Mazda explaining that Stephanie forwarded him my email but wanted to hear from customer what was going on. A voicemail message was left Albert explaining that I would like an itemization of how the $13.89 was calculated and that I have been trying to get an answer to this question since 11/19/2022 because I didn’t agree with the amount. Albert was informed that my schedule was tight that day but I requested a call back. I also informed Albert not to be alarmed but a BBB complaint and I’d be more than willing drop it if this matter could be resolved. Albert left another message returning my call. I was finally able to connect with Albert and it I explained again that I was looking to get an explanation of how the $13.89 was calculated. Albert explained that he didn’t have the numbers in front of him but believes it worked out to be $11.11 per month and I had 8 months remaining which was $88.00 minus $75.00 cancellation fee, thus the $13.89 amount that was refunded to me. The original plan was $400.00. I explained that the break down made sense but I would like to dispute the cancellation fee and wondered how I could go about doing that. I wondered if I would have to go through **** Credit. Albert agreed to look into this and get back to me the following day. 12/13/2022- I received a voicemail message from Albert explaining that he spoke to his business office and was informed that I would have to dispute the issue with **** Credit but it probably wouldn’t do any good because it was a contract but requested a call back with any questions. (Voicemail message available if needed) Also on 12/13/2022- I called **** Credit and talked to Chris. Chris explained that the maintenance plan is outsourced through the dealership with **** Protect and provided a number of 1-800-521-4144 and the hours were 8:30-6:30 est. On this same day a call was placed to customer relations at 1-800-392-3673 and I spoke to Tiffany and explained that I wanted to make a complaint and was transferred to **** Protect and the office was closed. 12/14/2022- Multiple calls to **** Protect and the line was busy. I called customer service and explained that the line to **** Protect was busy and was transferred to **** Protect and the line was still busy. 12/15/2022- A telephone call was placed to **** Protect and I spoke to Lany and explained the situation with the maintenance plan. Lany gave me the same breakdown that Albert provided of the purchase price of the maintenance plan for $400.00 for 36 months which was broken down to $11.11 a month for 36 months and I had 8 months left at the cancellation of the plan which was $88.00 minus the $75.00 cancellation and processing for a refund of $13.89. I explained that I was blinded by the $75.00 cancellation fee and that upon buying a new vehicle I had a remaining plan that I was unable to transfer to the new vehicle. I explained that maintenance plan would be of no use to me and that I would like to dispute the cancellation fee. Lany explained that since the contract was already cancelled that she would be unable to reverse the charges. I wondered if I should have called prior to the contract being cancelled and Lany said yes. I requested a copy of the documents that I signed as the maintenance plan being a contract subject to a cancellation fee of $75.00. Lany did not have this information immediately available and stated that she would look into this and give me a call back. My name and cell phone number was provided and I was given a case number of CAS-********. I also informed Lany that a complaint had already been filed against Depaula Ford/Mazda. 12/19/2022- A telephone call was placed to **** and Lincoln Protect and I talked to Kyle. I explained that I was calling to check the status of my case. Upon checking the refund status Kyle was able to pull up my information. Kyle explained that Lany submitted a request to get the supporting documents for the cancellation fee. I explained that I never received a call back or any supporting documents. Kyle explained that for information purposes I was subjected to the $75.00 cancellation fee because the cancellation was beyond 30 days of the purchase of the maintenance plan. Kyle agreed to email me a copy of the cancellation policy. I asked to be transferred to customer service to file a complaint against the dealership. On this same day I spoke to Anna at **** Motor Company. I was informed that a complaint would be drafted against the dealership. A case number CAS-******** was provided where I requested to be provided a copy of the contract where I signed agreeing to the cancellation fee. I was informed that I will receive a call if additional information is needed. As of 1/5/2023- I have not received any correspondence from **** Protect, **** Motor Company or Depaula **** Mazda dealership. I would like a copy of the contract that I signed that the cancellation of this maintenance plan agreement was subject to a $75.00 cancellation fee. Furthermore, Depaula Ford/Mazda failed to inform me at the time the maintenance plan was cancelled that I would be subject to a $75.00 cancellation fee nor did I sign to the cancellation of the plan. I simply stated that I had a maintenance plan on the vehicle that I was trading in and wondered if I would be able transfer the plan or if I was entitled to a refund of the remainder of the plan. At no given time did I tell the dealership to cancel the maintenance plan nor to the best of my knowledge did I sign anything. At the delivery of my new vehicle I was provided with a check for $13.89 with no explanation of how the amount was calculated.

• Initial Complaint

  Date:05/15/2022

  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.

  I purchased a ***** **** from ****** ****** in Albany New York. With the purchase the vehicle came with lifetime oil changes. DePaula purchased the dealership from ****** ****** along with the oblgations to honor the agreement to provide free oil changes to oil ****** ****** Customers for the life of the vehicle. DePaula was honoring this commitment for many years and then recently at my last oil change in April of 2022 indicated they were no longer honoring the arrangement. I am asking for reimbursement for the money paid to DePaula in April along with a commitment by the dealership that they will provide for free oil changes to my vehicle for the life of the vehicle.

  Business Response

  Date: 06/02/2022

  Good afternoon!  With regards to CID: ********, ****** *******, please move ahead and close this complaint as the agreement Mr. ******* had was with ****** ******.  We honored this agreement longer than we needed to.  We do not have any obligation to Mr. *******, but in good will, we continued for over four years providing customer with free oil changes.  We are no longer providing the free oil changes that was through the former owner, ****** ******.