DePaula Ford - Service Center

Very Friendly Service Staff. Everyone at DePaula Ford/Mazda always make me feel welcome and My sales representative, Zak is always there to help me no matter what time of day it is. Also the gentle Ford/Mazda always make me feel welcome and My sales representative, Zak is always there to help me no matter what time of day it is. Also the gentleman checking my car in was so very kind, a special thank you to him. Justin- thank you for going above and beyond 👍🏼 Thank You Team DePaula for your support, appreciated more than any survey can state in words 😊 More

Customer service counter was an absolute disaster...I paid almost $1600 for nothing that I wanted and barely got anything done. I had to return for a new appointment for which I was told it would be fix paid almost $1600 for nothing that I wanted and barely got anything done. I had to return for a new appointment for which I was told it would be fixed...for a day and a half nothing got done. I called three times and not once did anyone from the shop call me to give a status update which almost left my sister stranded. Howard Petell and Justin Dwyer have been made aware and hopefully rectified the situation for the future. Easy solution, is for your customers to fill out a trouble ticket when they set up the appointment, this way all the information and work requested is clear from the start with the customer and it alleviates the bottleneck congestion at the customer service counter. The customer service agents are in dire need of training...i've never seen such poor listening skills. Why aren't free car washes given out...this is the first garage i've been to that didn't give a free wash... I am a 24 year retired veteran with 6 combat deployments. I suffer from PTSD amongst other things... The customer service was so bad it almost triggered an episode for me...somebody has to fix it... More

Dennis S. - I ordered a tail-light bar for my Ford Ranger. I received a call from Jake telling me it was in. Unfortunately, it was the wrong length. Right at that time, Tom Restino was passing by and Ranger. I received a call from Jake telling me it was in. Unfortunately, it was the wrong length. Right at that time, Tom Restino was passing by and asked how I was doing. I explained what had happened. He assured me he would make it right. He got his service manager Justin over. We got another light-bar and Justin's technicians went to work. My Lariat has all the bells and whistles so it turned out to be a wiring nightmare. The techs stayed with it and did a great job. DePaula Ford is my place for service. Thanks again to all involved. More

Very courteous and professional. Also friendly.25 words is too much I think that I said everything I needed to say! Thank you very much is too much I think that I said everything I needed to say! Thank you very much More

The service team did such an amazing job fixing my truck. They kept me in the loop with parts that were ordered and when the truck was going to be finished They kept me in the loop with parts that were ordered and when the truck was going to be finished More

First visit was for oil change and filter changes. Second visit was for loud noise coming from air conditioner. Apparently when filter was changed there was something still in there making noise. W Second visit was for loud noise coming from air conditioner. Apparently when filter was changed there was something still in there making noise. Was vacuumed-cleaned and no problem. More

Personal interaction was fine, and the video when it finally arrived was informative, but communication was limited and I had to repeatedly text or call for updates. Muddled messages between video and r finally arrived was informative, but communication was limited and I had to repeatedly text or call for updates. Muddled messages between video and recommendation of services. Had an 8am appointment for NYS inspection and 35k service. Car not ready until 2pm. 5 hours for work done seems excessive and feel that if I wasn't repeatedly contacting for updates it could have been longer. Last year service reported rear brake pads at 5mm, and recommended replacing.. This year the report is they are 7mm and don't need to be replaced. Either they were wrong last year or they are wrong this year. It does not inspire confidence. More

Typically awesome service but 2.5 hrs for an oil change+inspection after making a Saturday morning appointment is way too long not to tell me upfront. At least check in and give me a heads up someti change+inspection after making a Saturday morning appointment is way too long not to tell me upfront. At least check in and give me a heads up sometime in between. Pretty sure my car sat parked until I asked about it an hour and a half in. I watched while the staff came and ate their lunch but no rush to get me out. I'm pretty patient and service over the last 5.5 years has been great but was forced to cancel a weekend event because of the lack of communication. Not sure what's going on there. More

Took several days to replace brake calipers and struts. Attempted to fix the sunroof but worse and then couldn't fix it for a month. No loaner vehicle. Attempted to fix the sunroof but worse and then couldn't fix it for a month. No loaner vehicle. More

Lenny is an awesome worker and always take good care of me. Also like that you can watch a video on your car. But not to happy that there are no loaner cars me. Also like that you can watch a video on your car. But not to happy that there are no loaner cars More