Complaints

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

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• 

  DELLA Automotive, Inc

  313 Quaker Rd Queensbury, NY 12804-1555

  
• 

  DELLA Automotive, Inc

  PO Box 4808 Queensbury, NY 12804

  
• 

  DELLA Automotive, Inc

  32 Della Dr Plattsburgh, NY 12901-7502

  
• 

  DELLA Automotive, Inc

  74 S Platt St Plattsburgh, NY 12901-3522

  
• 

  DELLA Automotive, Inc

  702 State Route 3 Plattsburgh, NY 12901-7431

  

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:06/23/2025

  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.

  I bought a used ******* **** * from Della Subaru in Plattsburgh on May 27th, 2025. I drove the car for 4 days before breaking down on the side of the road on May 29th, 2025 and my car being in limp mode. I barely made it home and contacted the salesman, Dustin, about my issue. I asked about a tow because I could not accelerate past 30 mph being in limp mode, and the drive to the dealership is 20+ minutes from my house. No answer was given on a tow, no plan was put in place for the upcoming Monday morning when they opened back up. I drove my car in limp mode to the dealership, mind you, I have a 3.5 year old son who drives with me, and left my car at the dealership with a note stating to contact me first thing when getting the keys and note to my car. I worked until 10am that day and walked to the dealership, making it there around 10:30am and my car was in the same spot, and no contact was made to me. Adam F*******, the manager, was who I talked to that day and the issue was pushed off as a simple software update. I was given a loaner car, after stating they failed to inform me about getting one, and was on my way. I had no contact from the dealership about updates and had to contact them. My front left axle broke off from the main battery, significant damage that is covered under warranty. Della subaru sent the car to ***** **** for the diagnoses and repair. It was explained as only having to be a couple of weeks, no contact was made to me for a while, so I contacted Adam and ***** ****. My parts were ordered June 3rd and came in June 4th, no repairs were made on my car yet. My car was also hit in the parking lot of ***** **** while waiting there, Adam knew about my car being hit and described it as something no one would know about and had no intent of telling me that it happened. I visited Adam on June 20th to drop off a letter that I would be taking legal action and the laws violated. At this point Adam threatened me about his patience running.

  

  Business Response

  Date: 06/26/2025

  Good Morning,

  Thank you for referring this concern to us. 

  We have contacted ***** **** and they are addressing the small "hit" on the *******. They are having it fixed as we speak.

  Additionally, Mr. ******* dropped off receipts for the gas he has put in the free rental car we provided him. We will reimburse him for this expense. Our management team has kept him informed as to the repairs being done at ***** ****. He purchased a pre-owned EV vehicle and this type of vehicle can only be repaired by a certified Ford EV tech. Repairs on EV vehicles take time and skilled expertise and he has use of our rental until the repair is completed.

  We expect he will have his ******* back no later the end of next week. 

  Thank you and have a great weekend.

  Ernie G******

  DELLA Auto Group

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

   

  

  Business Response

  Date: 06/30/2025

  Good Morning,

  It is unfortunate that Mr. ******* finds our efforts to address his concerns unsatisfactory. 

  However, we have done everything possible to repair his ******* and make it operable. Mr. F******* has informed me that the vehicle should be ready by end of week. We, of course, will reimburse the customer for his gas expenditures and just request he submit the receipts. Also, we have provided him with a vehicle to drive.

  We consider this matter closed and hope that Mr. ******* enjoys his very cool *******. In the end, we want happy customers and we have strived to make him one.

  Thank you.

  Ernie G******, DELLA Auto Group

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

   

  Customer Answer

  Date: 07/07/2025

  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.  I had spoken with Mr. G****** on the phone prior to the long weekend and we had agreed upon reimbursing for the month I missed for my car as well as gas. Mr. G****** made me feel understood in our conversation and ended on a positive resolution.
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/17/2025

  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.

  About 2022 i had purchased a car due to needing reliable transportation for my union job that requires me to work out of town, day one when i was test driving t6he vehicle i had heard humming noise i asked what the noise was and they said it was just the tires because they where beafy tires.
  Not even 3 days off the lot my son had said to me that the sound was not the tires it was the wheel bearing i took it directly to *** so they proceeded to pull the vehicle in to inspect and they found that it was the wheel bearing. they replaced it and i had to pay out of pocket . but hear just 3days later after they had supposably have done the inspection and a 3point inspection as well and let leave with the vehicle stating all was good .Then i had to take the vehicle out of town and before i had left i like to check the fluids in the vehicle im preparing to take the long trip in and it was 2 quarts low on oil. not thinking anything of it just maybe they had forgot to top off the fluids, i had then traveled out of town to my job site i had worked the week before i had went home i had check the oil before i traveled back home and once again it was 2 quarts low.so then once i arrived back home i then proceed to take the vehicle back to della *** and they had to replace the head gaskets and the oil pan. Picked the vehicle back up and went back to work again and still the same thing always having to replace 2 quarts sometime more of oil So now i have told della *** that this is still continuing and they said to bring the vehicle back and they filled the oil and put (what he called) a seal over the oil cap for a test because he stated(it does need a new motor but they had to go through test and channels in order to replace the motor. during these test its still sitting at *** and i still have no vehicle they keep refusing to replace the motor and have lost my job

  

  Business Response

  Date: 06/19/2025

  Good Morning,We referred this customer's concerns to *** and attempted to get the repair (possible engine replacement) covered by *** warranty or goodwill. In short, the request was denied by *** due to the fact that the customer could not provide maintenance  records (oil change receipts, etc). They state he neglected to properly maintain the vehicle.The following notes are from our records when this customer visited our service department. Unfortunately we cannot assist any further and we are not responsible for the vehicles maintenance. The customer can complain directly to *** if they wish; however, we tried and the claim was denied.We will consider this matter closed. We tried our best to assist this customer but they did not properly follow maintenance schedules.Thank you,Ernie G******* DELLA Auto Group 1/7/2025Concern - Check engine light is on and flashingCause - found code P1326 in history, per extension 1802 we performed a bearing clearance test, passed bearing clearance test, replaced knock sensor per extension. Covered under warrantyCorrection - replaced knock sensor per 1802 extension, Check engine light went away, no further action. Concern - engine is consuming oilCause - found oil to be dark, recommend a combustion engine cleaning.  Correction - recommend combustion engine cleaning to start.2/27/25Concern -  Check engine light is onCause - Found check engine light on, found code p1326, found very dark oil sludge build up and low on dipstick. Performed another Bering clearance test and passed. Knock sensor already replaced during previous visit. Contacted techline, techline requested maintenace records, customer provided what records they had and we provided copies to techline. Due to large gaps in records and lack of maintenance techline denied engine replacement and closed case. Correction - no coverage on engine replacement due to lack of maintenance. Notes - I worked with the customer on both occasions where they became very aggressive, yelling and swearing in person or over the phone. They stated they have their oil changed once in a while but usually just top off the oil when it gets low. I did everything I could to help get their vehicle covered through warranty. I walked them through the process of contacting the "indepent repair facility" for maintenance records. Unfortunately, due to the inconsistent maintenance records "***" has denied an engine replacement. I also submitted their claim through their extended warranty, which was kicked back due to vehicle still covered under manufacturer warranty.

• Initial Complaint

  Date:04/09/2025

  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 recently purchased a vehicle from Della Kia in plattsburgh, paid 25,000$ for it. the day after, my grandfather noticed a big gash out of the back tire, also front tire flat. the problem was addressed to della kia, where they had provided a 90 day warranty if anything was to go wrong to call. they decided to tell my papa i hit a curb, which i did not and my papa explained there would be damage to the rim not just the rubber on the tire, which there was only damage to the tire. they will not fix the tire, and they also admitted to not going through the car entirely bc of “how fast the deal went” the back brakes were also not up to par to being sold either. they will not go good for anything even though they said went i bought the car and signed everything, i had a 90 day warranty

  

  Business Response

  Date: 04/10/2025

  Good Afternoon,Please review the response from our GSM who spoke with the grandfather of the customer. We also attached a copy of the MPI which indicates that all tires were in "GREEN" condition. We believe the customer hit a curb or rock. "We sold ****** a vehicle from our lot but last minute she wanted to switch to a vehicle that was from CCB. We delivered it the night it came in and I physically walked around to inspect the vehicle upon arrival to make sure that there were no issues. There were no marks on the rims and no lights were on. The driver drove it up to us with no issues and no complaints. The customer called the next day, said that the tire was flat and there was a light on stating that the oil was over filled. They came in for an appointment, we did an oil change and a multipoint. The rear brakes were at 4mm and the front brakes were at 8mm when they were inspected. I looked at the tire and explained to him that I personally inspected the vehicle when it arrived and there were no issues with the tires and rims. While the grandfather was here, I took him out to the car and showed him where the tire shine was rubbed off from hitting something. I explained that the tire shine always gets applied when a vehicle gets prepped for delivery and it wouldn't have been rubbed off if it was done before ****** picked up."We will consider this matter closed as it is our position that we did not deliver the vehicle to the customer with tire issues.Thank you,Ernie G******, DELLA Auto Group

• Initial Complaint

  Date:11/25/2024

  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.

  This is a brand new 2025 *** *******, 0 miles on purchase date. CONTINUOUS WARNING LIGHTS APPEAR ON DASH. BRAKE/ANITLOCK/PARKING, AND NUMEROUS OTHER WARNING LIGHTS. Being told if it breaks down, just give us a call, IS UNPROFESSIONAL, AND UNTHINKABLE FROM DELLA ***! BEING TOLD, WE DO NOT KNOW WHY THIS IS HAPPENING, IS UNSATISFACTORY. I INFORMED YOU I HAD TO TRAVEL OUT OF STATE TO VISIT FAMILY, YOU TOLD ME IF IT BREAKS DOWN JUST CALL US! WHAT REPUTABLE DEALERSHIP PROVIDES SUCH POOR SERVICE TO ITS CUSTOMERS? SEE THE RESOLUTIONs TO THE WARNING LIGHTS ON THIS BRAND NEW VEHICLE.

  

  Business Response

  Date: 11/26/2024

  Good Afternoon,Please review the following notes submitted by our service manager:Customer came in on 11/13. C/S - red brake light and yellow battery or engine light on. Turned off/on lights went away. Technician pulled vehicle in, no lights on dash, scanned for codes found vacuum pump fail "history" code C223102. No information regarding code in KGIS. "Tech started techlne case, techline stated to pull Ps116 pitstop info from a 2023 model and compare to 2025. Techline stated to check wire, connector and pins and apply stability 22 to male pins. Technician followed outlined steps per techline, test drive and vehicle is operating as designed. This customer came in yesterday to speak with me. He stated on his way back from vacation the "abs" light came on but is not currently illuminated. I told him I would look to see if there were any bulletins out regarding this and at the moment I cannot find any. I spoke with the customer last night around 5:15pm to update him about what I was looking into, he was very much appreciative while on the phone.  I told him I will continue to look into this and get the tech involved for any information. I did let him know we can set up an appointment to see what might be going on, but without warning lights and codes we wouldn't have much to go off of. He chose not to set up an appointment. "We will assist the customer if and when any lights appear. Until this happens, we cannot address the issue. Hopefully no issues or concerns will occur. If they do, we are committed to helping.Thank you,Ernie G******DELLA Auto Group###-###-#### 

  Customer Answer

  Date: 11/30/2024

  Better Business Bureau:
  I have accepted the meeting/appt.  However, this complaint needs to remain open as the problem has not been resolved.  A meeting does not correct the problem. The problem is various warning lights illuminating on dash.  If the dealership does not know how to correct the issue, as it is a brand new issue on the 2025s that has not been seen until now, other corrective issues need to be taken.  I will allow the business a fair and appropriate time to correct the issue.   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.]
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 12/05/2024

  Good Morning,We ask that this matter be considered resolved/closed.1) The customer came into our *** Service Dept. 12/04/24 and the vehicle checked out with no concerns or warning lights visible.2) The customer apologized for the BBB complaint and stated he did not file the complaint and he was not the individual responding to our replies. The complaint was filed and managed by his son.3) We will continue to honor all warranty and factory coverage. We informed the customer to contact Alex M****** (service manager) immediately in the event any warning lights, etc. appear and he is more than welcome to visit our service department anytime he needs assistance/service.Thank you,Ernie G******DELLA Auto Group

• Initial Complaint

  Date:10/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/21/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/15/2024

  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 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

  Date: 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

  Date:08/05/2024

  Type:Product 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 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 Answer

  Date: 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

  Date: 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

  Date:07/19/2024

  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 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

  Date: 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

  Date:07/16/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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