Consumer Beware
Reviewed by Brian in Albany
in Albany, NY
March 24, 2019
My wife and I (both DePaula customers) are absolutely beside ourselves with anger and frustration with the service department at this dealership. We've had nothing but headaches since purchasing our vehicles a few years ago. Prior to a recent incident, which is main subject of this review, most of the problems we’ve experienced with DePaula concerned customer service and communication (confusing my wife's account with my own for oil changes, etc.). However, most recently, my wife’s vehicle suffered a fuel system malfunction. We had the vehicle towed to DePaula for repairs. At the very onset, the service representative misled her as to the nature of the problem and potential cost of repairs. It was confirmed by a seasoned mechanic friend of ours that she was given wrong information and we were being grossly overcharged in the quote. With little choice available to us given the prohibitive financial cost of having the vehicle towed elsewhere and limited time due to work obligations, etc., we decided that DePaula could perform initial repairs on the condition that they keep us apprised of the problem and estimated cost. They didn't do so. After four days in possession of the vehicle, we were told that the car was repaired and ready to be picked up. It was released back to my wife, ostensibly with the repairs completed. To our great dismay, the car died only minutes later in a store parking lot. My wife was stuck there in the freezing cold until 10 pm. She had the car towed back to DePaula the next morning, where it was examined again and started, or so we were told. The car was released back to her. Within several miles of the dealership, it died yet again. Upon trying to secure another tow from DePaula, they initially tried billing her for it. With the car back at DePaula for the third time in a week, it was explained that more costly repairs were needed, which was simply outrageous and unacceptable to us. My wife asked several times to speak to a service manager, but kept getting stonewalled. Phone calls weren’t returned. Yet, the car remained with DePaula for further repairs. After 2 1/2 weeks without the vehicle and getting endless runaround, my wife was finally contacted to pick the vehicle up. Upon doing so, she found that the car was dirty, the fuel light was on and dirty dishes were left on the passenger floorboard (see photo). Sadly, we can’t say we’re the least bit surprised. It just adds to the list of ways in which we were terribly mistreated by this dealership. The lack of professionalism and competence and total disregard for the safety and wellbeing of customers is something that should be investigated and corrected immediately. The professional conduct and behavior we were shown is unethical and altogether reprehensible. We feel like we were taken advantage of and would even go as far as to say we could be the unfortunate victims of fraud.
Update: My wife received her car back a couple of weeks ago and guess what? $1,500 later and it just died again. You can't make this stuff up, folks. This dealership is by far the worst business I've had the misfortune to deal with in my entire life.
Horrible customer service
Reviewed by Mike Fountain
in Albany ny
December 14, 2018
After multiple attempts to coordinate individual appointments for my wife and I to look at a vehicle. After 3 days I was finally able to look at the vehicle. Please keep in mind that multiple emails and phones calls were exchanged. Upon arriving at the dealership to look at the vehicle I noticed a sold sign in the windshield. After talking with the sales rep, he stated the vehicle had been sold on the first day I inquired about it. Then when the manager Mike Fountain emailed me asking me if there was anything they coukd have done to improve, I provided him with the time line of events. The manager then promised to call my wife and I at mutually predetermined time. It's been 3 days and I am still waiting for a call from Mr. Fountain. The lack of quality customer service and responsiveness is astounding. Under no circumstances will I ever recommend that anyone work with this dealership.
2014 chevy silverado
Reviewed by james
in albany
September 26, 2013
I visited two dealerships in the area and chose depaula chevy for its great customer service and large selection. Roger Kallop was a great sales person to deal with from start to finish and found just what I was looking for. Jay in finance got me an incredible rate on my loan far surpasing even my local credit union. The dealer overall was a great experience.
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