Complaints

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

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  Diehl Automotive Group Inc

  258 Pittsburgh Rd Butler, PA 16002-3952

• 

  Diehl Kia of Massillon

  3750 Lincoln Way E Massillon, OH 44646

• 

  Diehl Honda of Massillon

  3910 Lincoln Way E Massillon, OH 44646

• 

  Diehl of Robinson

  6181 Steubenville Pike Mc Kees Rocks, PA 15136-1338

• 

  Diehl CDJR of Grove City

  1685 W Main Street Ext Grove City, PA 16127-4433

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:12/06/2022

  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.

  Purchased a car from Diehl Chevrolet Toyota in Hermitage October 7, 2022. . Test drove car, engine light came on. Told them they said can’t sell you car but would you like to have car. I said yes as it was a sensor. I waited two weeks and they drove the car to my home. It was not the same car as the car I test drove had cloth seats & was white. The car they gave me was pearl white with leather seats and a scored windshield. The car was not inspected for Pennsylvania. When I told them about the car not being the one I test drove they said nothing. This car was $5,000 more than the other one. Not only but the car was rusted. I asked the salesman & manager “Q” if they would purchase a car for the price I paid with rust and both answered “NO”. My reply was why did you sell me that car. Received no answer for that question. Even Capitol One noticed the difference and sent me a letter stating that financing was different from original request. Now I’m having issues with the tires and can not keep air in the tires. They switched cars and charged an out rations price for the car. I put down $3,500 on what I thought I was getting. I believe all they wanted was the commission on getting the older car off the lot. The did repair the rust as I had called **** ***** *******. I believe because I’d my age of 71 and the fact I’m a woman they chose their decision. I had to take the car back to have it inspected. They spoke to me nicely but were very deceptive.

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service 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.

  My car, a 2006 Hyundai Elantra, was taken to Diehl's in Butler, PA back in August 2022. My mother was handling the situation and I was out of the loop as far as servicing the vehicle and was under the impression that the service and payments were being handled by a 3rd party organization. The workers at Diehl's told me they'd never heard from the organization at all and sent me a letter stating I'd "abandoned" my vehicle. I called on November 29th, 2022 at 11:40 AM to speak to someone about allowing my mom to retrieve my items from my car today, and told them I will pay the diagnostic fee tomorrow as soon as I get paid. I was transferred to a manager/supervisor who would not listen to me, and eventually began raising his voice and then hung up on me. He also continuously called me "ma'am" even though I am a man. I am honestly appalled at the level of disrespect and unprofessionalism by this manager, and now I am absolutely livid that they are refusing to allow access to the inside of the vehicle. Unfortunately, I cannot remember his name and was unable to ask for it before I was hung up on. I understand that they cannot release the vehicle itself until the fee is paid, but I do not see any reason why my mother cannot retrieve my items from it in the meantime. This strikes me as petty, unprofessional, and unnecessary.

• Initial Complaint

  Date:11/18/2022

  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.

  On 2/10/2022 I went to Taylor Kia because my lease was up on the Chevy Cruise 2019. The dealership offered to buy the car back for a good price so I leased a new 2022 Trail Blazer for my daughter. My daughter drove the 2019 cruise and they transferred the plates from the cruise to the Blazer. I own a 2017 equinox and my registration is up on my car in December 2022. I did not receive my registration renewal yet so I went to AAA on 11/17/2022 to see if they do registration renewals they do so I gave the lady my registration and insurance. She put it in and said this is not registered to your car. So I went out and wrote my plate down and told her that this is my plate and I’ve had it for along time. she said it was registered to a 2022 trail blazer, and I told her that’s my daughters car. I called my daughter and asked her to give me her plate that was on her blazer. They ran the plate and said it’s registered to 2019 Chevy cruise. The lady told me my car has no registration and that my daughter and I are both driving illegally. So I had to buy a new plate which cost me $64.00. After that I went back to Taylor Kia in Hermitage PA and I was told “people make mistakes.” I’ve been buying my GM vehicle from this business since 1990. Honestly I had higher expectations than what I experienced from the staff! I expressed this to Ralph and all he could say is I will give you a oil change and don’t want to loose your business over a $64.00 mistake. I will no longer be dealing with this dealership due to the way they handled it.

• Initial Complaint

  Date:10/18/2022

  Type:Billing 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.

  I purchased a 2022 Hyundai Elantra Hybrid from Diehl Hyundai of Sharon on April 2, 2022. I was told by Katie H******, my salesperson, that the vehicle would have a $599 paint protection applied to it. When I got to financing, the paperwork stated that it actually cost $1299. When I mentioned this, I was told I could take it, or they'd have the car sold to someone else in 5 minutes. I was told the paint protection was a ceramic coating, but it is not because water doesn't bead up and run off like it would with real ceramic coating. I also purchased prepaid maintenance for $828. On June 23 and again on June 27, I had my car back to Diehl to have an alignment issue fixed. On the second visit, the service manager Dave told me that they won't work on my car anymore. During the same visit, Katie also confirmed to my mother and I that I should have only been charged $599 for the paint protection. On July 18, I sent an email to Hyundai Consumer Affairs and the person who I believe is the president of Diehl Automotive Group, speaking of my bad experience with Diehl and requesting a full refund of $828 for the prepaid maintenance, and at least refund of what I was overcharged for the paint protection, $700, if not the entire cost, $1299. I was provided the case number 20024394. I spoke with someone from HCA in early August, and they said I'd have to go to another dealer to get the alignment checked, and made no mention of my refund request. I haven't heard anything from Diehl directly. My refund request of $828 for the prepaid maintenance and $700 for what I was overcharged for the paint protection still stands.

• Initial Complaint

  Date:09/26/2022

  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.

  ..I have a kia vehicle since 2018 was driving on highway and car shut down completely with traffic. Come to find out engine blew. I was up to date on oil changes..I search kia website and there is a nationwide engine's are blowing out.so I contacted Kia dealership in Pennsylvania. Towed my vehicle there Aug 8th 2022..I waited a month cause no one called me back for status.the lady by name of Jennifer said we forgot your vehicle was here no apology. Then stated you were approved for a refurbished engine..wow..so then I read off recall instructions stated they will honor a rental car.so she said yes.another 3 weeks passed she called saying it's ready but 1st said I need breaks, tire rod , tires etc.i knew I needed tires only issue..I told her I've been going to midas and Firestone and before car blew out was just at firestone expected everything no need for breaks and all she said. My receipts are in glove department for all services ever done.she then stated were cheaper than Firestone. Kept trying to sale me..I declined..i told her I will be there Saturday to come pick up my vehicle, cause I was nervous to drive by myself in the vehicle.i called Saturday no answer then monday she said tech has covid..so I said I'll come monday after work. Went there now my back up camera is not working, back rear windows will not roll up..trunk will not open, stereo not working and vehicle is jumping. So I left the vehicle there left a note and voicemail. She called me back 745 am going off telling me your car is old things go bad. I told her but those things were not bad at all before engine blew.i went back there tuesday 8 hours passed due.i have video of the scene.

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 have owned the vehicle for less than two months, and it will already have been to Diehl in Butler twice during that timeframe. Diehl is an hour away from my house. They told me and promised that I could take the vehicle to another Diehl dealership for service, closer to my home, but I was not allowed, once I took possession of the car. I also did not receive a copy of their three month/3,000 mile warranty. The car should also have had its transmission fluid changed at the time of purchase, which it was not. The first time we took the car in it was for poor brakes (which could have been bad), and the other time for what I learned today (Sept. 15, 2022), after their having the car for ten days, is that the car has a cracked sunroof frame, to which they flat out told me would cost $7,000 to fix, so they glued it instead. I do not accept that response. I need the car for work and will likely have to take it home. The options, as I see them, would be for them to refund me enough money to correctly repair the car or for Diehl, themselves, to repair the car correctly. The fix that they performed is a band-aid on a much larger problem. The water that had been coming in, and will likely come in again, flooded the floor, the A-pillar, the headliner, and the visors. This can cause electrical damage in the future.

  Business Response

  Date: 09/28/2022

  Mr. ******* purchased the 2016 VW Gulf from Diehl on August 16, 2022 with 78,087 miles on it. 

  A transmission Flush is recommended at 80,000 miles.  A transmission flush was not performed prior to his purchase because it was not yet due for one.  Mr. ******* elected to make an appointment and pay to have the transmission flush performed.   
  

  When Mr. ******* returned to Diehl with a brake concern, Diehl replaced the brakes at no charge to Mr. *******.
  

  Mr. ******* received a 3 month/3,000 mile LIMITED warranty with the purchase of his 2016 VW Gulf.  The Finance Manager presented the opportunity for him to purchase an upgraded extended warranty but he elected to decline that purchase.    The sunroof leak is not covered under the 3 month/3,000 mile LIMITED Warranty.   Mr. ******* was provided with an estimated quote to replace the sunroof.  Mr. ******* did not authorize the replacement however, he authorized Diehl to repair the sunroof.  Mr. ******* was also provided with alternate transportation while his repair was being performed.  Diehl prerformed the repair to the sunroof at no charge to Mr. *******.   

  Upon completion of the repair, Diehl tested the sunroof and found no leaks with the sunroof.

  
  Diehl will not be refunding Mr. *******.

  Customer Answer

  Date: 09/29/2022

  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.
  

  With regard to the transmission fluid, any responsible person would have made the change for the customer. The car had been under the the care of Diehl Automotive since 2018. They had to have known that the fluid had not been changed when the 40,000 mile deadline presented itself.
  The brakes that are in question were a real issue and the car should have never have been sold in that condition. I praised them for the effort because they made the repair. But I drove 100 miles and lost hours for the move.

  
  With the sunroof, the service manager told me that they could not truly repair the leaks because it would be too expensive. The actual mechanic told me that the car should have gone to auction because it should not have been sold as it was.There were too many leaks and there were too many cracks in the drain trough. He alluded to the point that it was an unethical move. 

  
  If there were a 3 month, 3,000 warranty, there was no need to purchase the $4,500 extended warranty. Because there was no written or verbal  explicit explanation of what was or was not covered, the customer can assume that anything reasonable would be covered. And, any customer should have the reasonable expectation that his or her car can be driven in the rain without leaks. Gluing the ten leaks is not a repair and should be covered by the seller. The service manager (Dominic) explained to me that the attempts were not permanent, and not warrantable, and that he did not expect the repairs to last. This is not acceptable.

  Now the car is at 1,500 miles with me and the power steering is weakening and the window lifts are working randomly. Without an explanation of the parameters of the “warranty” and with my having to spend another two hours and 100 miles to return the car, I have to ask what will go wrong next with, still 1,000 miles?

  This car has been a nightmare since the beginning.
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:09/02/2022

  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.

  I’ve been trying to get my oil changed with them for 3 weeks. I scheduled an oil change 2 weeks ago and they call me the day before telling me my appointment was booked over and they can’t get me in. I only went here because they pushed the “benefit” of free oil changes but how is that a benefit if you can never get in? I’ll now have to go pay for an oil change. Ever since this company changed to Diehl it’s been progressively going downhill. I will never buy another vehicle from this dealer again

• Initial Complaint

  Date:08/18/2022

  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.

  Diehl Automotive Of Grove City Diehl Chevrolet Buick of Grove City - 1687 W. Main St. Ext, Grove City, PA, 16127, represented a truck for sale at the price of $29,826 and now they are selling it for more. I inquired, about purchasing the truck online once the original posting was up of $29,826 for the truck. They claimed their automated reply for their business was the one to email me back confirming the availability and the pricing. I had already contacted my banker to wire the money to the business this morning for the truck and the banker also verified the Vin number of the truck and the listed price. This company is in violation of "Pennsylvania code 301.2 Advertising requirements", even if they claim it was just an automated electronic mistake on their website. The buyer (me) was under the impression the vehicle was being sold at the price of $29,826. I want the vehicle at that price. I contacted the company last night through email to verify the pricing of the truck, it was verified by Dawn, and then this morning when contacting their company they claimed it was a website error. It was listed on their website and several others for this price. I believe they purposely intended to lower the cost to gain the attention of the truck for sale and then once they had a buyer, they raised the price.

  Business Response

  Date: 08/29/2022

   

   

  To whom is may concern,

   

  We (Diehl Of Grove City) did have several website errors on the new inventory. Once discovered, Mitch (Sales Manager) and Ryan (Sales Manager) made the necessary corrections and notified Mike J.(General Manager).

  
  The customer called in and spoke to a sales rep of ours who handled the call very well, apologized for the discrepancy, explained that it was a pricing error and that we were aware of the error, and in the process of figuring out how to fix it. 
  
  She then told our rep that the price online must be honored and that the way she bought her last truck was a similar scenario where she found a truck that was priced wrong, and she made them honor the price. 
  
  Mike S. (the sales rep that took the call) apologized again and told her we have disclaimers on our websites that explain how a third-party website handles them and that we were addressing the issue immediately. The new vehicle pricing was corrected within 12 hours; the problem was the system didn't update until the following morning. 
  
  Below is a copy of our disclaimer posted for our customers to see. 

   

  * Pricing -  Diehl Automotive utilizes a system that generates market value pricing automatically for new and pre-owned vehicles and may cause errors, inaccuracies, or omissions. Some aftermarket additions or accessories may not be displayed properly. For accuracy, please contact the dealer for real-time, accurate pricing. Incentives, credit restrictions, qualifying programs, residency, and fees may raise, lower, or otherwise augment monthly payments and may not be available for all customers. Additionally, incentives offered by the manufacturer are subject to change and may fluctuate or differ based on region and other considerations. Unless otherwise noted or specified, pricing shown does not include title, registration, or tax fees and costs. Price may vary due to market value adjustments

  Please let me know if you have any additional questions. 

   

  Thank you, 

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  I purchased a 2022 Hyundai SantaFe from this dealership on 5/23/22. My temporary tag expired on 7/21/22. I notified them of this on 7/28/22 and requested a new temporary tag and/or a memo title so I can get plates. They do not call me or return my calls to let me know what is going on. This should not be this hard and it is obvious to me that they do not value providing good customer service.

• Initial Complaint

  Date:08/02/2022

  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.

  I picked up my 2021 Jeep Wrangler in April 21 after being serviced at Diehl of moon. The front grill had been damaged by the service tech, who apologized and we both took pictures. The manager was not in, Dylan, so I had to stop in the next day for resolution. He agreed to replace the grill. It has now been almost 15 weeks and I have never so much as received a return phone call from Diehl when inquiring. I stopped in one day and was told “the part is on back order and Jeep treats it’s dealers like second class citizens you could probably get it faster yourself”. Well yes, and that is my point entirely. I have called multiple times in just the past month, never to have a return call, simply trying to understand why Diehl won’t just let me buy it myself, have it shipped to me in days, and then reimburse the cost. Now I’m resorting to filing a complaint because Dylan the manager refuses to pick up or return my calls. I can buy the satin black grill replacement online for $350 and have it shipped immediately. It’s absurd that after 15 weeks this issue is not resolved. I ignored the fact that my fog light brackets were also bent and there were photos of that too, thinking i would just fix that myself, but I can’t until the grill shows up. Please just agree to provide me the cost of a new one and I will buy it myself, I don’t want your install services even.