Complaints

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

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  Paddock Chevrolet, Inc.

  3232 Delaware Ave Kenmore, NY 14217-1721

  
• 

  Paddock Chevrolet, Inc.

  3330 Delaware Avenue Kenmore, NY 14217

  

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:02/06/2025

  Type:Sales and Advertising 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 2025 Chevy Equinox LT through the website for $14,609.30, cash. I received an email confirmation I had until 3/3/2025 to provide the payment at the dealership. I reached out to schedule an appointment for delivery and they indicated they no longer had the vehicle. I have the email verification of purchase, DMV confirmation paperwork and a copy of the advertisement.

  

  Business Response

  Date: 02/08/2025

  Ms. ****** never was physically at the dealership and that vehicle has since been sold. 

  Customer Answer

  Date: 02/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The dealer has an online purchase option,  which was chosen for the vehicle. The confirmation received indicated the purchase was complete and contact the dealer for delivery,  which was done. 

  If the specificvehicle was sold, they wouldberequired to offer same make and modelfor advertised price. 
  
  Regards,
  
  ******* ******
  
  
  
  

  
  

• Initial Complaint

  Date:12/26/2024

  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 went to the dealership as a repeat customer to purchase a new auto for my wife. They required a $500.00 deposit which I provided in cash. Upon shopping my wife found a vehicle she liked better. I reached out to let my salesman know my wife would be choosing a different vehicle because she did not want to wait. The salesman stated that “they do not do refunds on incoming units that a deposit was placed on”. I did not sign a purchase contract.

  

  Business Response

  Date: 12/30/2024

  Hello,

  We are refunding Mr. ********'s deposit today. Please let me know if there are any further questions or concerns.

  Thank you

  Customer Answer

  Date: 12/30/2024

  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:11/18/2024

  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.

  11/04/24 I ***** ***** brought my vehicle to 3232 Delaware Ave to have it serviced on 11/05/24 at 8:20 am and I talked to the clerk on 11/04 to see if it’s ok to bring the truck in that day and they said yes just park it in the parking lot and leave the keys and they will contact me when they retrieve it in the morning. I left the car with the key in the visor and the Gm told me the next morning they didn’t know who truck it was and they asked around to see nobody said nothing so they had it towed away and sent to the impound because no one claimed it but I clearly had an appointment for the truck the next morning and I have all the emails and text messages from them reminding me about the appointment. To my knowledge I thought they were working on my vehicle and was waiting for results and when they didn’t reach out I took it upon myself to reach out to them and when I did got disturbing news that my truck was impounded because no one claimed it and I was like how anyone gonna claim it when it belongs to me and no one called to ask me if it was mines so the Gm told me because I left no note or nothing on it they couldn’t tell who it belongs to so I said y’all didn’t think to look at the appointment sheet and they said no. Gm told me I was supposed to put a slip in or something and I told him the clerk didn’t tell me that she said leave it and they will get it and reach back to me so I did just that and got a bad end of the stick still didn’t get my truck looked at and end up paying $650 to get my truck out the impound and when I brought it to their attention they said we’ll get back after they check the calls between me and the clerk no one reached out yet so I keep calling the keep ignoring me like it’s my fault I have all my info on the appointment and the impound fee. I just wanted to talk to the head person in charge to resolve this issue but I keep getting ignored and I’m frustrated because I don’t have no extra money to just give out when I want my truck fix

  

  Business Response

  Date: 12/30/2024

  Hello,

  In response to this complaint, we found a truck in our customer service lot one morning with the keys left inside, which looked to us as an abandoned vehicle. We have a specific process for when customer's drop off their vehicles for service during the hours we are closed. It includes putting the keys in our dropbox, which is located outside right next to our service department, with the provided envelope that is normally filled out by the customer so we know to look for the vehicle the next morning and any other pertinent information. Before towing the vehicle, which we ultimately believed was abandoned, we ran the plates through the DMV and the registered name did not match any appointments in our system. There was an additional plate left in the vehicle that we also ran and did not come back with any matching customer information. We ran the VIN of the truck through General Motors system and found that the vehicle never had any service work done at our dealership nor any other dealership in New York State prior. We ran the VIN through our Sales department to look for any past business and came up with nothing.  After a couple days with no calls from anyone claiming the vehicle, we had it towed. The customer did not end up calling about the vehicle until almost 2 weeks later. It wasn't until then when we discovered that there was an appointment for a customer but nothing to attach that vehicle to that customer. We apologize for the inconvenience, however, after a couple of days with no claim to the vehicle, we were left with no choice but to assume it was an abandoned vehicle and to have it towed. We made every effort to try and connect it with someone we could call but had no luck. 

  Please let me know if you have any additional questions. 

  Thank you

  Customer Answer

  Date: 12/30/2024

  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:10/25/2024

  Type:Sales and Advertising 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 purchased a vehicle from Paddock Chevrolet in July 2024. When we purchased the vehicle, we had a trade-in vehicle also. Fast-forward four months and we receive a certified letter in the mail from the city of New York Police Department stating the vehicle we have traded in to paddock Chevrolet has been impounded. After we did a little research come to find out the vehicle we traded in was still listed on our insurance and still had us on the title. We called our insurance company who said it was the dealers responsibility to handle all of this which we thought had been handled back in July. the vehicle that we traded in is now sitting in a New York City lot and we are told we have 15 days to pick it up since our name is on the title. I spoke with Steve at Paddock Chevrolet and was told this is not uncommon And that they have had several of these letters come into their office recently. Steve could not tell me what happened to the car that we traded in. He did not know if it was sold out right, sent to auction, sold to a scrapyard for parts. He also could not tell me what happened to the title. I would think when you trade a car in there has to be some documentation of where that car goes and who they transferred the title to. Paddock Chevrolet had no idea what happened to the title . This is the fourth incident we’ve had with Paddock Chevrolet, in their handling of documentation and outright lies. The consumer should have some sort of protection against this aggravation.

  

  Business Response

  Date: 11/18/2024

  Hello - we have resolved the situation directly with the customer. 

  Thank you!

• Initial Complaint

  Date:06/20/2024

  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 visited Paddock ********* June 2024 for car issues and was charged for a diagnosis and repair. However, within days, my car exhibited the same problems. When I returned, they required me to wait for an available slot and pay another $199.95 for a second diagnosis, despite the issues persisting from their initial work. David, the associate, only addressed my male coworker, ignoring me entirely (When I had been the only one previously to bring my car in) possibly due to my being a young female. This behavior was both unprofessional and disrespectful. While my car was in the shop for the second time, they failed to return my multiple phone calls, provided minimal text updates, and held my car for almost 48 hours. When they finally called, the manager, Ken, interrupted me repeatedly and even spoke to a coworker mid-conversation. When I stopped talking, he rudely asked, "Are you done?" and raised his voice at me. To make matters worse, when I received the second bill, I was charged for two diagnoses, as they had not informed me that this would be the case. I did not give informed consent for these charges, which is completely unacceptable. The service here was appalling, with a complete lack of respect and professionalism. As a young woman, this is absolutely unacceptable. Car issues are scary enough but it doesn’t help when you’re treated unfairly and unserious. I spent just about $1,000 at this establishment. They were completely unprofessional & discriminatory. They have not tried to make anything better. (When I go in, they won’t even make eye contact with me). I am a 23 year old girl. I’m not scary, I’m not a threat. I had genuine issues & concerns with my car and instead was taken as a joke. They took advantage and I am very disheartened by it.

  

  Business Response

  Date: 07/09/2024

  Hello,In response to the complaint, Ms. ***** brought her 2015 ********* ***** in for the first visit on 6/4/2024. She reported that radio dashboard blacks out while driving and power locks cycle randomly at the same time. We diagnosed the problem finding multiple codes. For this issue, we replaced the heated seat control module, programed the new module as it was the heated seat control module causing voltage fluctuations which was then affecting the radio/dashboard.Ms. ***** came back on 6/18/2024 with 3 completely different complaints including drivability but also 2 additional issues that could not be verified during test drives or any codes showing while in the Service department. These issues on the 2nd visit all need to be properly diagnosed by the Technicians and therefore come with a diagnostic fee associated with the work being performed. In terms of the drivability issue, a new transmission would need to be put into the vehicle and that could cost $10,000, if not more. The vehicle is a 2015 with 129460 miles on it, the Service department was trying to explain that she would be putting more money in the car than the car is ultimately worth. Everything was signed by the customer, the work was approved by the customer and the services were completed. A refund on any diagnosis is not constituted for this situation. If the customer would like to try and get out of her current vehicle, I can certainly try to see what we can do from a Sales perspective.Please let me know if you need anything else. Thank you

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have brought my car to Chevy Paddock multiple times for the same recurring issues. The first time I visited, it was due to my car stopping in the middle of the highway, which was very distressing. I quite literally showed up to Paddock an hour after that happened. I still had tears in my eyes when telling them what happened. While the problem with the radio and locks was noted, it was not the primary issue. That was made clear by me multiple times. Since my initial visit, these problems have persisted without resolution. Furthermore, despite the supposed repairs, including those related to the “heated seat”, none of the issues have been effectively addressed. My car remains in the same condition as before.  Regards, ****** *****  

• Initial Complaint

  Date:12/20/2023

  Type:Order 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.

  On Saturday December 16th, 2023 I went to this Paddock Chevrolet on Delaware in Kenmore, NY. My 2021 Chevy Blazer lease was coming up on ending on 04/01/2024. I walked around 2 lots with a sales woman named Dana. I decided on a 2024 Chevy Blazer to lease and also signed an agreement of a monthly payment of $445- the reason the payment was so high was due to the miles I went over on my 2021 blazer lease, my mileage was not only talked about once but twice in figuring out numbers. Since it was a Saturday they were unable to close out a deal and told me to come back Monday for “Delivery” of the vehicle. I went back to Paddock on Monday December 18th 2023 to pick up my new 2024 Blazer and finish paperwork. I sat down with a delivery representative and signed any and all documents- even resigned the contract that shows my monthly payment or $445. They sent me out to the new car to do the welcome call with OnStar, while I was in the car my sales representative came out and asked me to come inside. I was then brought into a office with a man (I was never introduced to him, never was told his name or told who he was) he then slapped a piece of paper on the table stating I owe $5,100 due to over mileage. I broke the deal then and there and walked out (NYS Law-I never took possession) I NEVER took possession of the vehicle. 3 Business days later I get a notification that my credit score dropped 30 points due to a auto loan, and I got a notification from ** congratulating me on my new 2024 Blazer (THE ONE THAT SITTING AT THE DEALERSHIP). I then called ** today and advised them that this contract was voided. ** advised me that Paddock Chevrolet never told ** that this contract was voided. Now I am legally financially responsible for a car that is sitting on Paddock Chevrolets’ lot as we speak, because once again I never took possession of the vehicle or even drove it. I will now be hiring a lawyer and filing a lawsuit. Happy holiday to everyone at paddock Chevrolet in Kenmore-

  

  Business Response

  Date: 12/26/2023

  Hello,This customer never took possession of the new vehicle due to extreme over mileage on her current lease. The over mileage has a negative impact financially on new deal, which the dealership declined to take responsibility for.  We confirmed that the contract was cancelled with ******* ******. The customer has no financial responsibility on the new vehicle that was not delivered nor would it have any negative repercussions to her credit. Our General Sales Manager reached out to her to explain all of this, but never received a call back. Please let me know if you need any additional information.Thank you. 

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This Business states that ** Financial has been notified that the deal is dead, however I have called them everyday since this new auto loan has posted to my credit and they confirm everyday this dealership still has not contacted them regarding a backed out dealattached is screenshots of my Credit Report, my credit has been affected and has dropped from a 691 to 638 because of this auto loan! Regards, ******* ******

  

  Business Response

  Date: 01/08/2024

  Hello,

  The contract has been confirmed with *** that it was cancelled. In terms of credit, it will come off of the credit report but it could take a couple of weeks for that removal. Our Finance Director, Joe F*****, did speak with Ms. ****** today and explained this process.

  Thank you

• Initial Complaint

  Date:11/08/2023

  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 started financing this car in May of this year ever since I got it has been having a lot of problems like it's hard times and all they want is money. I was told I was covered for an oil change which turned out to be a lie I had to pay 100$ which I know I could of found something cheaper then a few months goes past I had to buy new tires and then the check engine light came on I callwd the dealership and it took them over a week to get me in by that time the light was off! Now I'm back at the same situation the check engine light is on I go to the dealership as the told me to and then I get the diagnostic of the car come to find out it has nothing to do with the check engine light and I had to pay 169.00 on it and the problem wasn't solved so I ended up going to a mechanic and he put his machine on my car and diagnose it as being something with a turbo under boost . And it is covered by the dealership and now they telling me that they don't take other mechanics word and I have to pay another 169.00 in order for them to diagnose my car. Like this is crazy I pay 657.00 a month for a car that is a piece of **** excuse my French im a hard working mom and I don't deserve this at all.

  

  Business Response

  Date: 12/27/2023

  Hello,

  Ms. ****** has an appointment on 12/29/2023. We can address any problems or concerns at that time. 

  Thank you. 

• Initial Complaint

  Date:08/28/2023

  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 brought my car into paddock for the “stability track light”, and when I picked my vehicle up it was making a noise that was not there prior to being brought in. Paddock indicated that they would not look into the problem. Thereafter, I brought it to a local repair shop and they identified that the issue was imposed impart of Paddocks service on the vehicle. Moreover, the stability track light came on again, and the noise stopped when the light reappeared. proving to the alternative mechanic that Paddock caused the new issue related to the car. Also, Paddock charged me twice for the same service and have refused to refund the half of the payment that was not warranted. They acknowledge that I was double charged and will not make good on it.

  

  Business Response

  Date: 09/14/2023

  Hello,

  ******* came back into the Service Department and the issue on her vehicle has been resolved.

  Thank you.

• Initial Complaint

  Date:08/10/2023

  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 took my car to Paddock Chevrolet on 7/30/23 for a NYS Inspection, Oil Change, and new windshield wipers. The technician (Dave) told me that my car failed inspection due to an 'emissions error.' I asked if it could be due to my car's visit to Paddock last month for the 'check engine' light when they 'reset a sensor' and he said yes. Dave suggested that I pick up my car, drive on the thruway for a good half hour, then return 'any time' and someone would re-inspect the car by plugging it into a diagnostic machine. Dave said I 'did not need an appointment,' so I told him when I picked up my car on 7/31/23 that I'd be in on Monday 7/31/23 at 7:00am When I showed up at 7:00am on 7/31/23, the worker outside told me I could not be seen without an appointment. I explained the above (that I was working with Dave and he said I didn't need an appointment) but I was still refused service and turned away. I want a refund for the cost of the NYS inspection and for all labor charges, as I paid for an inspection and labor but the work was not completed because I was refused service.

  

  Business Response

  Date: 09/07/2023

  Hello,

  On July 28th, 2023, April came in with her 2019 Chevrolet Trax for a variety of maintenance items, including an oil change, NYS inspection, front wiper blades and a cabin air filter replacement. We performed all services that were approved and had to fail the NYS Inspection due to monitors. When that happens, we advise the customer to drive the vehicle some more miles, to come back when the monitors have cleared and then we can put on the inspection sticker if it passes the state requirements. When April came back, she arrived at 7:00AM when our technicians have not arrived yet so no one was there to perform the work. April decided to leave with her vehicle prior to technicians arriving, therefore we couldn't reexamine the car to determine if it could pass the inspection sticker. 

  We apologize if there was miscommunication leading to April thinking she was refused service, but that was not the case. We just don't have technicians to perform the work until 8AM. We are not going to refund the $21.00 NYS charge as we performed the services on the first visit, but she is absolutely welcome to come back in and we can reexamine the vehicle to ensure it passes. We would not charge her a second $21.00 NYS charge for that second visit. 

  Please advise if I can be of any additional assistance.

  Thank you

  Customer Answer

  Date: 09/09/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20449521, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I paid for a NYS Inspection and it was not completed - so I'm not paying for it
  Regards,
  ***** *******
  
  
  
  
  

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Paddock Chevrolet could have at least refunded a portion of my purchase for any of the other services that were performed on my initial visit. I will be following up with my credit card to reverse the charges or escalate this to my state's attorney general.
  Regards,
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:03/07/2023

  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.

  On February 14th I took my car to P****** Chevy on **** ******** ******* ******** ** ***** for a check engine light that was covered under warranty. I spoke with the service advisor David K******. I informed him I am a former ** dealership shop foreman and tech and also that I knew the repair was covered under warranty. I also told the service advisor I have a coolant leak and will fix it another time. I informed the service advisor I will wait for the car, he promptly told me it will be several hours for the engine light. They gave me a shuttle ride home within 10 minutes I received a phone call from David K****** that I needed a camshaft cover replacement as well as an intake replaced to fix my check engine light. I acknowledge I had several codes stored in the computer but the proper procedure per ******* ****** states to clear the codes and see which one comes back. Also per ******* ****** a check engine light requires only one part to correct since it is highly unlikely 2 parts can fail at the same time causing a check engine light. To further this point if a check engine light is repaired under warranty using more than one part ** will bounce that warranty claim. I have personally witnessed this procedure many times. Next, they quoted me a price for the coolant leak which I told them I didn’t want done at this time. Also quoted me a coolant service which isn’t a recommended service per my owner’s manual as well as ******* ******. Next P****** Chevy said I needed front brakes and rotors replaced. Less than 2 months ago I had a flat tire and inspected my brakes which were fine and above state inspection limits. The rotors made no noise no signs anything was wrong with my front brakes. This was an upsell that was un-needed and attempted theft by a commission tech. Last repair quoted was an oil pan leaking. Since oil leaks follow the laws of gravity the tech needs to fix the leaks from the top of the engine down. The leak on the top is the camshaft cover which would have been covered under warranty. A week later on February 20th I went back to the dealership to speak with the service manager Dave W********. After speaking with him addressing my concerns Dave W******** checked on the ******* ****** web site and confirmed that the camshaft cover is covered under warranty and the would change my camshaft cover like I asked. I informed him I wanted my 190 dollars back, he responded that if I am going to challenge him I can leave and walked away from me. If you want to call presenting the facts as a challenge than I challenged him. But the challenge was done with truth and fact. I want a refund of my money that I was forced to pay to get my car back. I am not sure if in New York it is legal to do a mechanic’s lien against a person’s car. The car was hidden until I paid my bill.

  

  Business Response

  Date: 03/20/2023

  Hello, Mr. ******** brought his 2016 ********* ***** to us last month with a number of issues, specifically 6 different codes that popped on our report (please see attached). Being that Mr. ******** states he is a former ******* ****** shop foreman that leads me to believe he is well-informed of the processes and procedures the dealership and the technicians have to strictly follow under the manufactures guidelines, especially when it comes to a potential warranty claim. When a vehicle comes into our Service department, we have to be the ones doing the diagnosis and evaluation on any vehicle as opposed to taking someone else's word for the potential problem. Based on our diagnosis outcome, it is absolutely the right of any consumer if they would like to approve or decline those confirmed issues. However, it is the responsibility of the dealership to still present any and all issues that arose from the diagnosis. If we withheld information, a customer of ours drove away in the vehicle and something happened relating to one of those known issues, the dealership could be held responsible. In regards to the brakes, I attached a picture of the vehicle's deteriorating brakes. I can not speak to any past service he has had done to the vehicle, but only what was currently presented to us. We would not continue to be in business for over 88 years if we quoted items to customers that they don't need and as the Executive Vice President of this company, I take that claim very seriously and my employees know that is not what we do or how we conduct ourselves. As I am sure Mr. ******** understands when he was working at the ** dealership, that diagnosis time is not done for free as I would never expect him to work for free on my own personal vehicle. The technician completed the diagnosis job and again, it is to the customer's discretion if he would like to proceed in the estimates presented. We will not be refunding the diagnosis charge as the job was completed. Thank you, Lauren P******

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  ******* ********  First of all I have contacted ******* ****** and have an open case with them concerning this issue. And ******* ****** agreed with me. Next the dealership has at its fingertips on the computer a program called **** where you enter the VIN of the car and it lists any recalls or warranty adjustments which per ** get done first. The car VIN wasn't checked till I came into the dealership a second time and told the Service manager about it and said that yes there is a recall on the camshaft cover. I came in for a check engine light and I told the service writer it is covered under warranty and that is what I want fixed. And amazingly I have the check engine light repaired using only one part like I asked for. On the warranty letter I attached it states more than one check engine code can be stored. Also on the attached letter it states how to check and what to check to see if that is the problem, A simple 2 minute check would of shown what the problem was and what needed to be done. On the recall letter itself states that ** will pay .3 time to check of the car for the problem. As for several codes been stored it is a know fact that you can have false codes stored. Only way to be sure is to clear the codes and see what codes come back. I came to the dealership for a check engine light I never requested for my brakes to be checked or for oil leaks to be looked at. That was done by the dealership as a multi-point inspection designed to upsell the customer on things they may need but in my case I didn't need any of it.  And the multi-point inspection if free to everyone. As for their picture of my brakes would require them to remove the wheel from the car and then you can only see the outside of the brake rotor and not the inside which is covered by a shield. Bad brakes would make noise or the brake pedal would pulsate. If the brake pads are worn out then the brake pads would need to be replaced. Since I don't see the picture of the brakes they    show it's possible its not my car since I doubt the tech or anyone takes pictures of every car. Still I never asked for the brakes to be checked it is pointless for that to be raised.The dealership also tried to sell me a coolant flush which ******* ****** does not recommend and all you have to do is read your owner's manual in the section dealing with recommended service. I was told by the service writer the $190 was to check my check engine light issue. From the time I left the dealership to the time they called me was less than 30 minutes. My car was not taken right away to a tech to look at but it only took 30 minutes for them to quote me the repairs they claim I needed. I would have no problem in paying the money if I asked for that but if they only followed ** policy then the first thing done would of been the recall. When I call it a recall it is a special policy covered under warranty. If the tech did a bulletin search on his computer that policy would of shown up and I am sure the tech knew about the policy. This is a flat-rate shop were the tech only gets paid for work perform and not for standing around. And it is well know that the tech will oversell repairs not need to increase his pay check.  For an FYI I own a code reader so I know what codes were set which were air flow related codes.  If they don't want to refund my $190 dollars then I will bring this to the Attorney General of New York to deal with who can investigate other complaints that were filed against Paddock Chevy. 

  

  Business Response

  Date: 03/27/2023

  Hello, Paddock Chevrolet's door rate or diagnostic charge is $173.95 for all customers. Per the invoice/receipt that the customer attached, our diag. fee is what the customer was charged for. The complaint from the customer was "customer states the check engine light is on, stalls out, rough idle. Check and advise. $173.95+tax diagnosis." - which is subsequently what we diagnosed. As you can also see on the receipt, the multipoint inspection had no cost related and therefore, the customer was not charged.  We completed the diagnostic based on the customer's complaint, gave our findings to the customer and he was charged for that work. Our position remains that we will not be refunding on work that was done. Thank you, Lauren P******