Diamond Auto Group

GRATE STAFF, BRANDON A YOUNG SALES MANAGER DID AN AMAZING JOBMY HUSBAN AND MYSELF ARE VERY HAPPY WITH HOW EVERYTHING WENT

Received call from Brett ***, providing business response to complaint.Mr *** indicates that Mr *** primarily dealt with Mr ***' brother, ***, during his repair, but he is familiar with the situation Mr *** describes.Mr *** says that Mr *** came in with suspension
issues on an older vehicle (1970's-era Caprice?), which he says realistically would've needed a "full suspension" to completely address the issues Mr *** was experiencingHe says this complete suspension work could've cost as much as about $5,000, so *** and Mr *** arrived at a "plan" of completing some preliminary repairs to control arms and bushings.Mr *** says Mr *** understood that these repairs may or may not fully address the suspension issuesThe repairs did seem to make the suspension issues somewhat better, but did not eliminate the issues completely.When Mr *** approached Diamond Auto Group about the possibility of a refund, Mr *** says it was explained to the customer that this was not possible, as parts were purchased and installed on the car, and his technician needs to be paid for the time and effort he put into the vehicle.He says that Diamond Auto does not have a tech available / on staff right nowBut once he does, he says Mr *** is welcome to bring the car back in and let Diamond Auto take another look at itHe says Diamond Auto stands behind the parts it installs and the work it performs, and if it is determined that some aspect of the work done up to this point was deficient in some way, it will correct the issue

GRATE STAFF, BRANDON A YOUNG SALES MANAGER DID AN AMAZING JOB. MY HUSBAN AND MYSELF ARE VERY HAPPY WITH HOW EVERYTHING WENT.

Went to dealership to get my first oil change on my 2016 Chevy Silverado truck that I bought new 4 months ago from another Chevy dealership. Waited 2 hours on a Saturday for an oil change to be completed. Walked out of dealership to my truck and noticed grease and hand marks all over the front hood and both side fenders. Then I lost it when I noticed the front hood grill had scratch marks. I opened the driver's door and noticed considerable grease marks in multiple areas of my interior. I called the police to report my truck vandalized by Diamond Cheverlot. I am showing all friends and family and anyone I know the pictures of my truck with scratches and oil and grease all over my truck. This dealership lacks quality control and professional staff.

wrong diagnosis on corvette resulting in purchase of wrong parts for carhad my car towed to diamond on X-XX-XX because it would not start,they called me onX-XX-XX and stated the fuel pump was bad.told me it would cost $648 total to replace pump.I declined to have car fix and had vehicle towed to my home. based on there diagnostics I bought a pump and repaired car myself.car started and ran for 1 day when problem returned, no start.symptoms were the same as before, so I bought another pump and installed it. car started .after some research found the after market pump was not the best choice of pump. I bought an acdelco original replace pump and installed it. car started and ran for 1 1/2 days and failed again.I brought car to independent garage who diagnose the problem as a bad hanger/sender unit and not the fuel pump. I returned to diamond10-2 and talked with manager about wrong diagnoses and they would not do anything about it. all I wanted was half of the money I paid for the wrong diagnose. service manger said no. I went and talked with the general manager who only identified himself as vincent even though I asked for his last name.after listening to my complaint he said this is ludicrest. at this point he said if we fixed it we would have replaced the sender also.but I told him they said it was the pump.there was not a word about the sender unit I asked to see the book on repairs and if what he told me was true I would not be here, he refused to do that.he said there is nothing we are going to do so I left.I had parked my car directly in front of the dealership, as I got into my car I saw vincent point at my car, throw his hand up in the air and I swear he said [redacted]. I went back into the dealership and asked him if he had a problem, he did not answer but the other person said we were not talking about you, so I leftDesired Settlementi would now expect to recieve a full refund of $119.95 for the wrong diagnose on carBusiness Response Thank you for taking the time to contact Diamond relative to the consumer complaint. The service technicians at Diamond obtained a fault code from the vehicles on board computer system. Diamond advised the consumer what the fault code indicated. Any other and or additional repairs required at or about the time of the diagnosis and codes obtained from the vehicles computer system does not render the diagnosis invalid. It is not possible to do an improper diagnosis. Thank you for taking the time to contact the business. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)the dealer did not tell me about any codes that were taken from the computer, I had asked to see any print out or paper work they had on the car and they told me they did not have any because a 1988 corvette had to be done the old fashion way. the tech. took out the pump and tested it and said it was bad.at no time did they say anything about codes from the computer.the tech explained to me that is how they did it on older cars. if they did pull codes from my computer where are the results.they surely would have a copy of them, but they don't.they talk about not being able to give a false diagnosis from computer codes that may be true but they did not pull any code from my car.where are the codes they pulled, there not there cause they did not do it according to the tech he manually took out the fuel pump and tested it. it did not run when he tested it and he told me this information.I do not believe for one second what diamond has said in there reply.Final Business Response Thank you for taking the time to contact the business relating to your concerns. The diagnosis of the car by the business was correct. The consumer has failed to provide sufficient evidence that the diagnosis conducted was erroneous. The information provided by the consumer indicates that the vehicle had multiple maintenance issues that needed repair. Thank you for contacting the business relating to this matter.

The promised verbal financing terms were not honored or corrected. I was promised one term but they executed a different term.Over the phone I was promised a vehicle finance package of 72 months duration. I drove the 40 miles to sign the deal. The dealer ran out of time and had me return again the next day. The finance person then verbally proposed a 75 month deal in error. I corrected him to which he replied, "Oh, OK." I trusted him and took him at his word that the corrections were made. A few weeks later I received the formal paperwork in the mail and it shows 75 months, not the 72 months I was promised. This will cost me $1,500.00. In their haste to close month end business, they also forgot to take my down payment which the called the following day to correct and they forgot to issue me a promised check for inspection sticker costs. For weeks they have promised to resolve the error for me but have not. Now they have stopped returning my calls. I took their word that that corrected the 75 months to 72 months when I pointed it out and they responded , "Oh, OK". I trusted them. They had the opportunity to say "No" or "I need to get a manager" but they did not. They replied "Oh, OK." To me I understood that to mean they would correct the 75 month term to 72 months. I need help resolving the issue.Desired SettlementTheir switch of terms will cost me $1500.00. I would like Diamond to acknowledge the fact that they did not fix the error even though I corrected it for them and split the $1500.00 with me. I am looking for $750.00Business Response Mr. [redacted] came into our dealership to purchase a New Suburban in which we presented him numbers on the truck for the GM Supplier program which is a set price from general Motors we have no control over. The price is the same whether he bought from us or any other dealer in the country. For finance options we presented him terms for 36,48,60,75 months 72 months was never even discussed but as we explained to Mr. [redacted] who was not the buyer on the deal Mrs. [redacted] was the actual buyer who did paperwork that the terms didn't matter anyway and he could refinance if he chooses too because the price is exactly the same being GM Supplier pricing we cannot sell it any cheaper or for more money it is set from GM. So he can certainly refinance it at any bank it would not change anything. Every piece of paper we have on it says 75 months from the worksheet to the contract. I am quite surprised it has gone this far and wish it never got to this we have talked to the [redacted]'s extensively about this matter we are not willing to pay anything for this as we feel we have fulfilled our obligations he does not have to keep his financing with [redacted] he can bring his business anywhere he wishes to refinance. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Diamond assured us via telephone call that they would meet a competing dealerships term which was 72 months. They clearly knew the competing dealers number and term before I drove 45 minutes to their dealership.In fact when my wife and I were signing the deal, we caught Diamond's 75 month term error and explained it was to be 72 months. Their representative said, "Oh, OK"...and made notations. We both trusted him and took him at his word that it was being changed to 72 months.Our kids were with us and it was busy. I understand that ultimately signed paperwork said 75 months but they verbally told us it was 72 months and would be corrected. I trusted them when they said "Oh, OK." They said they would fix the mistake.In additionthey even forgot to take my down payment because they were quite unorganized as they rushed people through to make month end dealsDiamond never mentioned GM deals or limitations. Only that they would meet or beat any competing delaership's prices.Diamond said they would meet my deal...they did not. They said they would correct the 75 month term error. They did not.They are trying to make this an issue between me and the finance company. It is not. It is between myself, my wife and Diamond. They told us both they would meet the deal. They told us both the 75 month error would be corrected. We trusted them and they told us what we wanted to here to make the month end sale.We are not satisfied with their response.

Diamond has lied to me about sending a check for a referral. They have said the "check is in the mail". I have not received the money.I was referred to Diamond regarding a Cadillac I purchased. My son saw an add in the newspaper and told me about a car. My son and I went to the dealership. During the purchase of the car my son was told he would get a finders fee for 100 dollars for making the referral. We were told a check would be available when I went to pick up the car. The check was not there. I was told a few more days. I have made many calls about this 100 dollars that was promised. My son called often. The sale took place on X-XX-XX over a month ago. Diamond claims it was sent in the mail. I think after a month of excuses the check is not coming. I was also told that the scratches on my car would be buffed out, no word on that will happen either. I think once diamond has the money the promises do not matter. Desired SettlementThe 100 dollars finders fee and the scratches buffed as promised. Business Response I order to adequately respond to the complaint Diamond needs additional information from the consumer. Please advise who the individual was that promised the $100 "finders fee" and who had promised the scratches to be buffed from the vehicle. Thank you for taking the time to contact Diamond relative to your concerns. We look forward to resolving these issues.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)With regard to the 100 dollar finder's fee. The check came in the mail after the Revdex.com complaint was filed. Therefore that is not an issue unless the check bounces. With regard to the issue of buffing the scratches in the car, that was said to me by the sales person [redacted] before I signed the sales agreement. He said it in front of two witnesses and I have a text message from him stating that he claimed he promised to "try" to have it buffed. Thank you.Final Business Response Contact Name and Title: [redacted] C [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@choosediamond.comWe sent the 100.00 chk to [redacted] per [redacted]'s request on 3/7/2014 the check number was #XXXXXX I can furnish proof of deposit if needed? As far as the scrathes go all Mrs [redacted] needs to do is contact our service dept at any time and make an appointment for us to handle this and it will get done at no charge to her. This has never been an issue and the first we are hearing about the scratches. We are happy to take care of these issues for her not a problem at all.

Car broke down with suspected fuel pump problem on Wednesday noon time. 5/14/2014. Dealer agreed to perform diagnostic and repair immediately. By the end of day it still sat outside. We rented a car and hotel room for the day. Dealer was to advise on progress the next day. Did not get a call back, when we called the dealer and was advised the vehicle was in the shop and technician was working on it. Called the dealer again @ 5.00 pm on 5/15/2014, day shift had gone home and there was no progress, was advised to call back in the morning.I called in the morning and spoke with a different service consultant and was told that they had not started any work on the truck and would be working on it that morning, and if it was the fuel pump, they did not have one in stock and would have to be ordered for next week.Since we had already stayed in the hotel for two nights and were out of town, I advised them that we would have to make arrangements to tow the car back to Ohio to get the local dealer repair it for us.Had this dealer told us in the first place that they could not work on the car for two days, I would have made other arrangements and not wasted two days of board and lodge, car rental, U-Haul and trailer rental that cost me $1,000.00Desired SettlementcompensationBusiness Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@choosediamond.comMr. [redacted] brought had his vehicle towed to Diamond on 5/14 then came in to give us authorization to repair at 3:15pm by the time we were able to get it in the shop because it was an unexpected incident we had only our entry level technicians available. We had one of our technicians jump on it the following day 5/15 in the morning diagnosed as a fuel pump. We did not have one in stock and had to order this part. It was going to take a few days to come in. Mr [redacted] was told this and chose to tow the vehicle out of our dealership. Once that decision was made we did not charge Mr. [redacted] for diagnosis and understood he could not wait due to his circumstances so we did not bill him at all. We could not have been more accomodating there was no way to get this part any quicker. If we could have gotten the part faster we had mechanics that would of taken care of it immediately. We apologize for any inconveniene this caused the [redacted] family but we feel we did everything in our power under the circumstances to try and get this done for them unfortunately we could not get the part in time. No false promises were made we were very upfront during the whole process?Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am sorry, but false promises were made. Car did not leave the parking lot even the day I picked it up. It was not in the shop when I was told it was being worked on and most important of all. When I called on the morning I picked up the car, they were going to take it in for triage. At this time I advised the service adviser [redacted] ? not to bother because I was against the clock at that time and did not want to spend the weekend in the hotel, and I would pick it up and take it back to Ohio Chevy dealer. He forgot to relay this message to his shop Forman and this is the time they performed the triage and identified the defective fuel pump that I had already suspected was the problem in the first place.Ps. I happen to be in the customer satisfaction business and is why I have to make sure case like this gets to the attention of the management who cares.[redacted]Phone: (XXX) XXX XXXXMobile: (XXX) XXX XXXXE-mail: [redacted]@volvo.com

The promised verbal financing terms were not honored or corrected. I was promised one term but they executed a different term.Over the phone I was promised a vehicle finance package of 72 months duration. I drove the 40 miles to sign the deal. The dealer ran out of time and had me return again the next day. The finance person then verbally proposed a 75 month deal in error. I corrected him to which he replied, "Oh, OK." I trusted him and took him at his word that the corrections were made. A few weeks later I received the formal paperwork in the mail and it shows 75 months, not the 72 months I was promised. This will cost me $1,500.00. In their haste to close month end business, they also forgot to take my down payment which the called the following day to correct and they forgot to issue me a promised check for inspection sticker costs. For weeks they have promised to resolve the error for me but have not. Now they have stopped returning my calls. I took their word that that corrected the 75 months to 72 months when I pointed it out and they responded , "Oh, OK". I trusted them. They had the opportunity to say "No" or "I need to get a manager" but they did not. They replied "Oh, OK." To me I understood that to mean they would correct the 75 month term to 72 months. I need help resolving the issue.Desired SettlementTheir switch of terms will cost me $1500.00. I would like Diamond to acknowledge the fact that they did not fix the error even though I corrected it for them and split the $1500.00 with me. I am looking for $750.00Business Response Mr. [redacted] came into our dealership to purchase a New Suburban in which we presented him numbers on the truck for the GM Supplier program which is a set price from general Motors we have no control over. The price is the same whether he bought from us or any other dealer in the country. For finance options we presented him terms for 36,48,60,75 months 72 months was never even discussed but as we explained to Mr. [redacted] who was not the buyer on the deal Mrs. [redacted] was the actual buyer who did paperwork that the terms didn't matter anyway and he could refinance if he chooses too because the price is exactly the same being GM Supplier pricing we cannot sell it any cheaper or for more money it is set from GM. So he can certainly refinance it at any bank it would not change anything. Every piece of paper we have on it says 75 months from the worksheet to the contract. I am quite surprised it has gone this far and wish it never got to this we have talked to the [redacted]'s extensively about this matter we are not willing to pay anything for this as we feel we have fulfilled our obligations he does not have to keep his financing with [redacted] he can bring his business anywhere he wishes to refinance. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Diamond assured us via telephone call that they would meet a competing dealerships term which was 72 months. They clearly knew the competing dealers number and term before I drove 45 minutes to their dealership.In fact when my wife and I were signing the deal, we caught Diamond's 75 month term error and explained it was to be 72 months. Their representative said, "Oh, OK"...and made notations. We both trusted him and took him at his word that it was being changed to 72 months.Our kids were with us and it was busy. I understand that ultimately signed paperwork said 75 months but they verbally told us it was 72 months and would be corrected. I trusted them when they said "Oh, OK." They said they would fix the mistake.In additionthey even forgot to take my down payment because they were quite unorganized as they rushed people through to make month end dealsDiamond never mentioned GM deals or limitations. Only that they would meet or beat any competing delaership's prices.Diamond said they would meet my deal...they did not. They said they would correct the 75 month term error. They did not.They are trying to make this an issue between me and the finance company. It is not. It is between myself, my wife and Diamond. They told us both they would meet the deal. They told us both the 75 month error would be corrected. We trusted them and they told us what we wanted to here to make the month end sale.We are not satisfied with their response.

At the time I purchased my 2014 [redacted] I did not receive the Educator's Discount. I met all of the criteria in the advertisement.At the time I purchased my 2014 [redacted] I did not receive the Educator's Discount. I met all of the criteria listed in the ad. This was a current offer by GM thanking educators and available through their dealerships. The offer was to receive 0% financing for 36-72 months plus [redacted] bonus cash OR a [redacted] cash allowance. As a resident of MA, I purchased the 2014 [redacted] and took delivery by [redacted] I checked all of this information on Diamond's website. It was clearly posted there. The ad goes on to further to say, "you can combine this discount with most current offers to save even more". The salesperson, [redacted] said that he did not know about this Educators Discount. He referred me to [redacted], the General Manager of Diamond. I left numerous voicemails and messages so that I could speak to him. He has never returned even one of my calls. I called GM, their parent company, and asked them for help. They tried, but I was told that Diamond was an independent dealership. GM told to call and speak to the General Manager of Diamond directly. I told them about the lack of response from Diamond. I had tried to resolve this problem for months. I called the [redacted] Office. They had a member of the Consumer's Department try to intercede. I was told that they also received very little cooperation from Diamond. They said that Mr. [redacted] was faxed all the necessary paperwork and then there was no more communication. I feel that I was deceived at the time of purchase. I did not receive the best deal possible, yet I was assured that I did. Their financing rate was much higher than they could offer me. They neglected to tell me about the 0% financing and bonus cash. I am paying a much higher percentage rate on my loan. They had told me that the place that I received my loan was a much better deal than I could have received from them. This was and is not true. The dealership also never provided an authorization number for this offer when I had requested it.I still feel that I am entitled to the Educator's Discount offered by GM and advertised on Diamond Auto Group's website at the time of my purchase. I met all of the criteria in the advertisement on the Diamond website and in the ad listed in "nea Today".Desired SettlementI would like the Revdex.com to contact Diamond Auto Group. I would like to receive the Educators Discount from Diamond Auto Group. I will put the [redacted] cash allowance towards my loan on this vehicle. I am mailing the advertisements about the Educators Discount.Business Response Thank you for taking the time to contact Diamond regarding your concerns. As previously advised on several occasions the consumer did in fact receive the supplier discount pricing, a set price from GM. As such, the consumer did in fact receive any and all available discounts and rebates, and obtained the best possible price on the purchase of the vehicle.

Diamond has lied to me about sending a check for a referral. They have said the "check is in the mail". I have not received the money.I was referred to Diamond regarding a Cadillac I purchased. My son saw an add in the newspaper and told me about a car. My son and I went to the dealership. During the purchase of the car my son was told he would get a finders fee for 100 dollars for making the referral. We were told a check would be available when I went to pick up the car. The check was not there. I was told a few more days. I have made many calls about this 100 dollars that was promised. My son called often. The sale took place on X-XX-XX over a month ago. Diamond claims it was sent in the mail. I think after a month of excuses the check is not coming. I was also told that the scratches on my car would be buffed out, no word on that will happen either. I think once diamond has the money the promises do not matter. Desired SettlementThe 100 dollars finders fee and the scratches buffed as promised. Business Response I order to adequately respond to the complaint Diamond needs additional information from the consumer. Please advise who the individual was that promised the $100 "finders fee" and who had promised the scratches to be buffed from the vehicle. Thank you for taking the time to contact Diamond relative to your concerns. We look forward to resolving these issues.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)With regard to the 100 dollar finder's fee. The check came in the mail after the Revdex.com complaint was filed. Therefore that is not an issue unless the check bounces. With regard to the issue of buffing the scratches in the car, that was said to me by the sales person [redacted] before I signed the sales agreement. He said it in front of two witnesses and I have a text message from him stating that he claimed he promised to "try" to have it buffed. Thank you.Final Business Response Contact Name and Title: [redacted] C [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@choosediamond.comWe sent the 100.00 chk to [redacted] per [redacted]'s request on 3/7/2014 the check number was #XXXXXX I can furnish proof of deposit if needed? As far as the scrathes go all Mrs [redacted] needs to do is contact our service dept at any time and make an appointment for us to handle this and it will get done at no charge to her. This has never been an issue and the first we are hearing about the scratches. We are happy to take care of these issues for her not a problem at all.

Diamond has lied to me about sending a check for a referral. They have said the "check is in the mail". I have not received the money.I was referred to Diamond regarding a Cadillac I purchased. My son saw an add in the newspaper and told me about a car. My son and I went to the dealership. During the purchase of the car my son was told he would get a finders fee for 100 dollars for making the referral. We were told a check would be available when I went to pick up the car. The check was not there. I was told a few more days. I have made many calls about this 100 dollars that was promised. My son called often. The sale took place on X-XX-XX over a month ago. Diamond claims it was sent in the mail. I think after a month of excuses the check is not coming. I was also told that the scratches on my car would be buffed out, no word on that will happen either. I think once diamond has the money the promises do not matter. Desired SettlementThe 100 dollars finders fee and the scratches buffed as promised. Business Response I order to adequately respond to the complaint Diamond needs additional information from the consumer. Please advise who the individual was that promised the $100 "finders fee" and who had promised the scratches to be buffed from the vehicle. Thank you for taking the time to contact Diamond relative to your concerns. We look forward to resolving these issues.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)With regard to the 100 dollar finder's fee. The check came in the mail after the Revdex.com complaint was filed. Therefore that is not an issue unless the check bounces. With regard to the issue of buffing the scratches in the car, that was said to me by the sales person [redacted] before I signed the sales agreement. He said it in front of two witnesses and I have a text message from him stating that he claimed he promised to "try" to have it buffed. Thank you.Final Business Response Contact Name and Title: [redacted] C [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@choosediamond.comWe sent the 100.00 chk to [redacted] per [redacted]'s request on 3/7/2014 the check number was #XXXXXX I can furnish proof of deposit if needed? As far as the scrathes go all Mrs [redacted] needs to do is contact our service dept at any time and make an appointment for us to handle this and it will get done at no charge to her. This has never been an issue and the first we are hearing about the scratches. We are happy to take care of these issues for her not a problem at all.

Dishonest Dealership, taking advantage of a senior citizen.I always bought and had my cars serviced at a Chevy dealership. DIAMOND CHEVROLET BUICK GMC CADILLAC is the most dishonest dealership I have encountered. On september 11, 2014 when I brought my car in for inspection, I stated that it did not crank on the first try. I agreed to a diagnostic. After three hours, I was told that they did the diagnostic and could not find anything wrong, plus the car did start on the first try every time the mechanic cranked it. I got in my car and on the first try it did not crank. Since I was unable to leave my car that afternoon, I made another appointment for september 23, 2014. On the morning of the 23rd, I specified to the mechanic that I did not want a diagnostic done on my car since one was done 12 days ago. He confirmed my request with an ''O.K''. On september 24, 2014, [redacted] the assistant manager called and informed me that they looked up and found a recall on my car for that particular problem. She stated that my car was fixed and there was no charge since it was a recall. That afternoon at the dealership I was handed a bill for $119.95. When I questioned [redacted], she stated that it was for the second diagnostic that Mike the mechanic had performed even though the car was fixed. They did Two diagnostics within twelve days which cost me $119.95 for each one (if the second diagnostic was even performed). There was no need for it. It's obvious they saw a woman who's a senior citizen and decided to dishonestly acquire another $119.95. I suggest (especially to the senior citizens) that if you decide to have your car serviced at DIAMOND BUICK GMC CADILLAC in Auburn MA. be very cautious of their business ethics. Don't let their friendly and kind attitude fool you. There is an insincere motive behind it.Desired SettlementI would just like to have my $119.95 back. I feel that they took advantage of me. Business Response Please be advised that the business is in receipt of the consumer's concerns regarding a charged service diagnostic.Diamond denies that it has engaged in unfair and deceptive business practices. However, in an attempt to preserve good consumer relations counsel will confer with the business and request a refund of the charged diagnostic cost of $119.95. Thank you for taking the time to contact the business regarding your concerns.