Complaints

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To find out ad another ***** ******** my vehicle was in a rear end accident and the muffler was damaged, they recommend replacing, as the hangers were damaged. 9/27/2004 I emailed this. Hello, So I also explained the transmission stuff when I was there to the technician. Requested check the fluids level because my main complaint is driving under 50mph. Said ok. At the end they attached the bulletin about the 9th gear and said they test drove it and it was fine. Asked again if they checked the fluid level said yes. So I got home, low gear shifting was the same. Lifted and want to see if the fluid check was done. It was not. Here is a picture of the fluid level bolt, it has not been touched. On the exhaust did look better but still not even. The service tech had no information about quote of a new one, just new hanger and adjust. So included is a picture of there adjustment, a hose clamp trying to hold it in place. So I take it the bent hangers could not be fixed. Other concern I have now is the hose clamp is right on the rubber hanger, that is going to wear and destroy the hanger over time. Like if you going to cob job, at least put a washer on first then the hose clamp so don’t damage the rubber mound. With this type of service I can see now how your certification process missed this in the first place. When I did the process to check the transmission level, I was right it took about 12oz before the very black glittery transmission fluid came out. Going to drive it around town home before heading back to argyle on Sunday, see if my low speed shifting problem goes away. My test drive around the circle after adding, shifted so smooth. How can a certified vehicle, need a new muffler requested buy another ******** dealer. ***** ******** would not do because it looked like out of pocket accident fix.

  

  Business response

  10/16/2024

  Thank you for dealing with us and allowing us to handle your complaint. We hope you are happy with the repairs and the resolution to the issue. We would like opportunity to continue to do business with you in the future.  Thank you again. 

  Customer response

  10/17/2024

  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. 
  
  Tom took *** and fixed the issue within a day at the D’ELLA ***** location 
  Regards,
  
  ****** ******* **
  
  
  
  
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had my transmission done with them...and I had to bring it back and they had to do something with the transmission.....i told them there was something wrong with the transmission....they kept telling me nothing was wrong with it... so I took it someplace else to have my car looked at...they said they couldn't fix it here....they said we don't do transmission....so the other place said to show them this paper...they put the code 1773...they told me the car was not safe to drive.... ********** trying say I did not bring the car in to have it looked at,,,I have gone so many times...i want them fix it the right way...i told them I won't walk away....to many people have told me,,,,I may need take them to court...that they had them do same thing to them

  

  Business response

  08/21/2024

  Good Afternoon,

  There is simply no merit to this complaint. Mr. ***** does not understand that the transmission is not the issue. The issue stems from the ABS system and wheels speed sensors. They are malfunctioning. He refused to allow the ********** techs to work on the vehicle unless they promised him that they would replace the transmission. It does not work like that. They need to address the broken components. His transmission is working fine. 

  Additionally, he has an appointment this week. The techs are trained to fix the issues at hand and will do so. Mr. ***** has an extended warranty, and any repairs covered under the warranty will be done. Any other repairs/work not covered under the extended warranty will be done only if Mr. ***** agrees to pay. He also has a deductible and a diag fee which we will charge him.

  We consider this complaint addressed and closed. Thank you.

  Ernie G******

  DELLA North Platform Manager

  ###-###-####

  Customer response

  08/23/2024

  Better Business Bureau:

  i'm not paying to have my car looked at,,,they can keep saying it's not the same thing wrong with it...how can 3 places be wrong about what's wrong with my car...just look at what other places has to say about what you guys do... sad when i put trust in you guys...i see many has lost trust in you guys....i got 3 cars off you guys...i can't just walk away with this...i may not have a lot of money...but i'm sure i will get someone help me...don't worry i got alll my paper work for the car...i will be calling the news and newspaper about this...so you guys don't want fix what is wrong after you fixed it and was not right...it's going be ok i will get as many people can we can talk to the news and newspaper about...so this will help other people out and save them money and have a safe car....this is not over and i won't give up
  
  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,
  
  ***** *****
  
  
  
  

  
  

  

  Business response

  08/23/2024

  Good Afternoon,
  Attached please find a copy of the RO dated 07/15/2024. Our techs detailed their findings which were explained to Mr. *****. When Mr. ***** was told that the transmssion was operating correctly he refused to accept their findings, told them to stop working on the vehicle and left.
  Mr. *****'s extended warranty terminated 04/06/2024. Unfortunately, he will be liable for any charges that may be incurred. We have tried to help Mr. ***** but threatening us is not going to make us give him free services. In short, our repair on his transmission is not the cause of his vehicle issues. 
  Also, Mr. ***** stated he had a "friend" work on his vehicle. This may also add to his issues. Having a noncertified individual work on his vehicle can also void any warranty as well as create other issues.
  In any event, we cannot assist any further and welcome Mr. ***** to keep his appointment this Monday. However, he will be expected to pay any and all charges at time of service. In view of our many responses to this complaint, I ask that this matter be closed.
  Ernie G******
  DELLA North Platform Manager
  646-522-7855
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was driving down the roads and turned and my car started clicking I pulled over to a friends house and realized that my car was leaking oil. Since I just bought the car a year ago I had a warranty. All I am supposed to pay for is my brakes rotors, whippers and tires. I got the call today that they won’t be replacing it because it’s not covered because they said there was damage. I just had my breaks done and my car looked over not 2 weeks ago. They are telling me I Ran something over or hit something when I didn’t.

  

  Business response

  09/06/2024

  I have enclosed pictures of **** *********'s ***** **** for you to look at, these pictures were taken when the car was here for diagnosis. ***** will not warranty any vehicle that has sustained damage due to outside influences, these photos will clearly show the *** has impacted something. I'm also sorry this took me more then 30 days to respond to!Please feel free to contact me if you need anything else or have any questions.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had went to the dealership to get a new car and trade in my current one. I was told to give the down payment of $1000 the title to my car and I signed the financing agreement.. was told to come back the following Monday to pick up the new vehicle.. I had got a call Monday morning telling me I needed a cosigner now. My son had did that for me and they pulled my credit again through all the same banks they just had don't a few days prior didn't go though asked my daughter to cosign same exact thing except now I was ignored for almost 2 weeks I have not got the title to my car nor my down payment back and it has been over a week...

  Customer response

  08/06/2024

  I would like it to be known I DO NOT WANT to do any further business with this company what so ever , they have waisted two weeks of my time while destroying my credit score . All I want from them is to clean up the mess they have made in which was very unprofessional. To do such damage to one's future financial advancements is uncalled for and should not be tolerated by any individual, company ,and cooperation .

  

  Business response

  08/06/2024

  Good Afternoon,The title to her trade has been mailed back. We also sent a check on August 3rd which should be received by her any day. We tried our best to obtain financing for this customer. Unfortunately, the banks declined to extend her credit even with the addition of a cosigner. Privacy laws prevent me from further comment. Since we have returned the customer's title and deposit, we will consider this matter closed.Thank you.Ernie G******DELLA North Platform Manager###-###-####

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to have faith in this Della ********** in Plattsburgh, NY as they were good to me for the first ********** ********* ***** I bought. This second time their service department failed to document the 4 times I brought up the transmission shuddering and the fact when it did this I would have to put it in neutral and rev the engine just to get it to go. Each time I was told it was the “vehicle relearning.” It was emphasized even more after the timing chain had to be replaced in February. As i was driving to my daughter’s house, I was about 300 miles away was experiencing shuddering again and had to creep onto the interstate and thankfully made it to her house. My transmission completely died. Then I had to pay $725 to have it towed to the closest dealership (53 miles away) and was told it would cost $8,000 to fix. So I spoke with ********** corporate as he was only 2,000 miles over his warranty but because of Della’s negligence and lack of documentation on top of not holding themselves accountable, corporate will not pay. This could have been easily avoidable. Do not buy a vehicle from here. Do your research. Also, there is a lawsuit out because of the the transmission (and a few other vehicles ) because of the same thing. So that is great. Now he is stranded and needed to be home. No where has a rental Car and ******** won’t loan me a rental. Corporate offered me to pay for the transmission itself (about $6,000) but I have to pay everything else. Della’s incompetence is not my responsibility.

  

  Business response

  07/19/2024

  Good Morning,Tha factory powertrain warranty ends at 100.000 miles. Unfortunately, the customer's vehicle has over 100,000 miles. The customer's concern is with ********** Corp., not DELLA **********.We also asked ********** Corp. to review the customer's issue and perhaps make an exception to help him. This is all we can do. If we hear anything favorable from **********, we will of course notify the customer. We now consider this matter closed unless ********** authorizes repairs beyond the factory powertrain warranty.Thank you.Ernie G******DELLA North Platform Manager

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a vehicle I purchased through Della *** , I brought the vehicle in for service on 5 different occasions telling them I thought there was a motor issue they continued to misdiagnose my vehicle in which I'm still paying on , now they have finally diagnosed the vehicle correctly but Della *** and the warranty company are both refusing to cover the repairs , which the problem is due to there negligence.

  

  Business response

  07/16/2024

  Dear BBB:Thank you for bringing this customer's concern to our attention.Unfortunately, the warranty company will not cover any of these issues due to customer abuse of the vehicle. The customer was advised on many ocassions that the vehicle needed certain repairs. The customer refused to have the repairs done. On the last visit, the customer took our recommendations to an outside repair shop and had work done there. The work has proven to be faulty and the customer wants us to repair their mistakes for free.The customer's abuse of the vehicle also extends to driving the vehicle 10,000 miles beyond recommended oil change intervals. All of our claims are documented.We cannot assist this customer and will consider this matter closed.Thank you,Ernie G******DELLA North Platform Manager

  Customer response

  07/16/2024

  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. Della did not correctly diagnose the car causing such issues to occur , the repair done by another shop was not faulty and Della has never said a thing about it being faulty until this moment I was never even told that by Della , my oil was changed on time each time , the time Della changed most recently was due to oil being milky which was one of the six times I bought it to them complaining of a possible engine problem , they refused to look at the engine anytime I had a concern and now they won't go good for something that there negligence caused , I will owe alot on the vehicle and it's stuck at there facility tore apart with no concern for myself the customer.  Regards, ******* *****  

  

  Business response

  07/17/2024

  Good Morning,The customer is welcome to come to our store and review the various Repair Orders outlining our recommendations and the customer's declining the work. We also keep excellent records regarding oil change intervals. As previously stated, the warranty company denied the claim due to customer negligence.The customer is always welcome to discuss this with the warranty company.We will consider this matter closed.Thank you.Ernie G******DELLA North Platform Manager

• Initial Complaint

  04/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Toyota Tundra from Della Toyota of Plattsburgh NY for $45,500 on 3/30/24. As of 4/26/24 they have still not submitted paperwork to DMV so we can obtain the title and register the vehicle. On 4/2/24 they cashed a bank check for $38,000, a personal check for $3000 and we gave them $4000 in cash. They stopped having communication with us right after we purchased the vehicle. The temp registration from NY ran out so we had to apply for another temp registration in VT where we live. The agent from VT DMV called Della and was not given any information as to why they had not submitted the paperwork. When I contact DMV in VT they tell us to get a tracking number or ask if the registration check from Della has been cashed they will not give anyone that info. I have even tried calling the owner of Della Anthony Della Bella and he will not return our calls. They took a $500 deposit put on a credit card from us that was supposed to be given back but they put it in the paperwork as less deposits submitted and we had agreed on $45,000 out the door so when I contacted them about refunding the deposit they said because we signed the paperwork they would not refund it. We said fine we just want the title and registration. They also told us they would mail our second key fob to the vehicle and that has not happened either. That is an extra $400 but we will just I guess have to pay that out of pocket also. The bigger problem is we have paid for a $45,000 vehicle that we have no title to. We do have all the receipts but I do not know how to download them onto here.

  

  Business response

  05/13/2024

  Good afternoon,

  All concerns were addressed (key, Vermont MV) last week and this should be closed. 

  Thank you,

  Ernie G******, DELLA North Platform Manager

  Customer response

  05/14/2024

  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

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve kept a detailed log as well but not enough room to fully explain everything here. The first week of May 2023 I was willfully misrepresented as I believe was a known lemon 2014 Chevy Cruze with roughly 90k miles. I made numerous effort to question the engines integrity, engine bay was gunked and it was clear no work had been done, and all requests were shot down with “our 172 point inspection guarantee you have nothing to worry about”. The car was so dirty inside I spent over 20hrs cleaning and scrubbing orange cigarette grime. Ionized 2x and still no effect: Before signing I came down again with a list of items my mechanic wanted looked at prior to purchase. When brought to D’ELLA my list was ignored and again “172 point inspection guarantee” and to make sure to come down later to sign. I didn’t show up to sign and I was harassed by the salesman with repeated calls, I was walking to D’ELLA, he drove to my house and then hunted me down in town and found me to give me a ride to D’ELLA. I told them I wanted no additional anything besides the undercoat I didn’t care about looks the engine and frames all I cared about, this is after I turned the extended warranty down bc I said “why would I prepay for repairs when I’ve “172 point inspection guarentee” everything should be good, they then had me sign for an appearance kit that was never put on after I explicitly said no. This just so happened to wipe the “discount” I was given away. Seconds after driving off the lot the engine was faulty. They refused to refund me after multiple attempts within 2-3 days of purchase. After 10 days in the shop they “fixed” it and when asked for an itemized list of repairs I was told no. Problem reoccurred within 1000 miles. Now sitting at 3000 miles the vehicle is getting roughly 15 mpg and is still experiencing the same issues. Della refuses to do anything about it and the car is currently not being used. Windows relocator broke, electrical issues all during this 3k mile timeframe

  

  Business response

  02/15/2024

  Good Morning,

  There is no basis for this complaint. It is true that Mr. ******* experienced a check engine light a day after he purchased the 2014 Chevrolet Cruz. On May 05, 2023 we replaced the engine head gasket which addressed the light. On May 24th, 2023 Mr. ******* claimed the vehicle was pulling to the right. We addressed that issue and completed an alignment. He was not charged for any of these services as they were with the 30 days of purchase.
  

  That is the last time we have seen or heard from Mr. ****** until a week ago. He claims he now has unspecified issues with his vehicle. 

  In my emails with Mr. ******, we have offered the following:

  1) We have offered to make an appointment to diagnose the concerns he has with the vehicle. However, I advised him since he declined (at time of sale) an extended warranty, he would now be liable for all repairs. 

  2) We would attempt to try and trade him out of the vehicle. I did advise him that the used car market has made major adjustments and that appraisals as well as prices have declined. However, we would try and work out a fair trade in value and try and help him. 

  He has declined both offers. He has driven the vehicle 9 months without issues. The used car warranty for a (at time of sale) 90,310 mile vehicle that is 9 years old has long since expired. As previously stated, he declined in a written statement to purchase a used car warranty.

  We have attempted in a cordial and professional manner to help Mr. *******. He has rebuffed our efforts.

  Therefore, we request that this matter be closed.

  Thank you.

  ***** *******

  DELLA North Platform Manager

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car back on 5/19/2023. At the time I filled out a credit application, when the credit manager (Mary) came back she stated she could get me in a car for 9.99%, I told her no I have a better credit rating and I will call my bank, she came back stating she could get me a 8.99% rate, I told her no that I will call my bank. She came back 10 minutes later stating that she could get me an 8.49% I told her no that I will call my bank. She came back stating I could get a rate of 7.99% I again told her no and I could call my bank. She came back and stated she got it at 7.49% and it was through my bank TD Bank and they have the gap coverage as well. I agreed to that. I also did not know she would run my credit report 5 times. I called on 2/09/24 stating that I have 5 total hard inquiries and need 4 of them off. I was told I needed to call the 700credit number, I did and they told me I would need to call the dealer. Both 700 credit and the dealer stated I sign off on being ok with running multiple credit checks for a 1 car purchase. As uou can see I highlighted the credit application, and it states that "to obtain a credit report" this is singular and not plural. Also, the consumers expectation is to have just 1 hard inquiry for a car purchase. insinuating that they can run multiple is holding my credit report hostage. I feel I should not have to make numerous calls and do all the leg work when I spoke to the person that ran all the credit checks. The dealer should have that responsibility to fix this. In fact I called them a few more times as all I wanted was to have them remove the 4 inquiries.

  

  Business response

  02/15/2024

  Good Afternoon,

  As stated in his complaint, the customer had repeatedly requested better interest rates. We sent his application to a few other banks in an attempt to obtain a better rate. As stated by the customer, we received a better rate from one of the banks. He did in fact use the lower rate to purchase a vehicle. We only did what he requested.

  We did not pull credit reports. The banks did.

  In most instances, the inquiries fall off after a year or so from what I have been told. The customer can contact the banks that pulled credit reports and they may send a letter to the credit bureaus. Since we did not pull the reports, we cannot do this. 

  Thank you,

  Ernie G******

  DELLA North Platform Manager

   

   

  Customer response

  02/16/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I uploaded the unredacted credit application and it clearly is highlighted 

  "a credit report" this is singular, please stop with the semantics. Your application is clearly marked as singular. 

  Not only that when Mary came out with a finance charge of 9.99% I clearly stated NO I will call my bank. At that time all credit reports should have been stopped. Instead she kept going. This is clearly Della's wrong doing. 

  Regards,
  
  ***** *****  
  
  
  

  
  

  

  Business response

  02/20/2024

  This is not a matter of semantics. The "renewal or extension thereof" permits us to send the application to credit grantors. The customer is welcome to contact the banks who requested credit reports. They may respond to a written request from him. We also stand by the fact that he wanted a better rate than was initially obtained. That is why we submitted to other banks. At this point we consider the matter closed.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In early July, 2023 I purchased a 2023 ***** **** from Della Honda of Plattsburg. I was required to pay for clerical services I could have performed myself but they would not allow. One of those services was the creation of a valid, accurate vehicle title. It is now six months later and they have fail to provide the service I paid for. I have spoken with them numerous times, I have also contacted ***** Customer Service as well. Customer Service apologized but gave no indication I would ever receive the title. My loan servicer has the right to raise my interest rate if they are not provided the vehicle title. I have kept them aware of the situation and they have so far been patient. Indeed they have even had direct contact with Della without resolution.

  

  Business response

  12/24/2023

  Dear BBB, Our office is working to resolve this issue. We have been notified that no rate increase will occur as a result of this concern. We apologize to the customer for the inconvenience. This should be resolved shortly and we will consider the matter closed. Thank you. Ernie G****** DELLA North Platform Manager

  Customer response

  12/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I appreciate the attention Della is now providing to resolve the issue. Unfortunately, previous assurances did not result in a completed task. Once a dated receipt is provided to me showing that the forms have been successfully accepted by the VT DMV I am willing to close this case at that time under the assumption the title will be produced.  I understand that some delays will occur within the Vermont DMV that may delay issuance of a valid title.  Regards,  ***** *****  

  Customer response

  01/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve my complaint.  For your reference, details of the offer I reviewed appear below. Called consumer and this was relayed: The business has resolved the complaint.

*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. ↩