Paul Miller Chevrolet — Attraction in West Caldwell

This was my second time in the last couple months I have spent over $3,000 at the service center at Paul Miller. 1st time was to replace my clutch and I gave them a 5 star review. Alex was awesome and it was odd they don’t send quotes and the price was high but overall had a great experience.

This time I brought my car in because the heat stopped working. I was quoted a one week turn around time. It ended up being 3 weeks (had to take the whole dashboard out to get to the part and take the glass out). I was never offered a loaner. I rented a car for one week assuming that would be fine but ended up having to barrow friend/family car for almost another two weeks (would have been way too much money). I also had to call Jeff multiple times for follow-ups. The service mail box is full which means no one ever listens to voicemails and Jeff does not check his email. Maybe he checks it, but does not respond.

I finally picked up my car and the heat works and then now the A/C does not work. Also, I understand I have an aftermarket speaker system however my radio is stock. The car was given back to me with-out the radio turning on and wires everywhere. (I gave them permission to unplug stuff because they clearly were not comfortable or didn’t want to deal with it). How hard is it to take photos of how everything was plugged in before to plug it back in the same way after? They are suppose to be professional mechanics here. I am not upset about my radio I can do that myself. The rear view mirror is now cracked and Jeff tried to argue with me that it’s because of the age of the car and delapidation. That is just not true. It was clearly dropped buy the 3rd party team they had to take out the glass of my car. Jeff took no ownership over it and didn’t do anything about it. Also, never apologized or tried to be empathetic about it. I brought my car back in to fix the A/C and it took a whole day but the heat and A/C work fine now. But two days later and now the right A-Pillar molding won’t stay on. The left one also kept falling down but I was able to click it back in. There are also a bunch of marks on my dashboard. That were not there before. My dashboard was marked up before I brought it in so I can’t prove what was there before and what they did. But it just seemed like they didn’t care about what they were doing.

I doubt I will get a call back or anything from here but for spending $6,000 over the last couple months I just feel let down by the whole Chevrolet brand. They were unprofessional and took no ownership over what they did to my car. I was never rude to Jeff or anyone else as well.

$6,000 might not seem a lot to them but for me it is a lot of money. I went to the dealership because they are the best and I want Chevy working on my Chevy. But I honestly don’t know what I will do going forward when my car needs work.

For me to change my review and bring my car in for service in the future I would like my A-pilliar molding to be fixed, my rear view mirror replaced and offered a loaner car while I leave my car at the dealership. I’m not even asking for money back which I should be offered.

UPDATE

Ended up not hearing back at all and found out when I took my radio apart to get it rewired they cut the stock wires going to my body control module for the radio. I understand if they cut aftermarket stuff but no. They cut the stock wires. They also plugged wires in completely wrong in the center console below the radio and made it almost impossible for the stuff to be unplugged. I wasted a whole Saturday fixing their sloppy work. Their service team is a joke and should not be touching peoples cars. They technically fixed my heat. But caused so many other issues with my car that were not an...

Stay away from these people, they are rude,liars and scammers.😐😥 I called them regarding an issue with my Chevy car and spoke to a person in the service department. I explained the problem and told them what I needed. They told me how much I would need to pay for a software update. By the way, I asked if the software update was necessary because I am the second owner of the car, and I don't know what has been done to it before me. They said, "Of course, we’ll check." I then asked, if it's not needed, will you still charge me for the update? They said, "No," and the person named Alex in the service department said that. I also asked for transmission service (including transmission fluid, filter, and gasket). This conversation took place a day before I went to the service center. The next day, I called to remind them and set up an appointment, and they gave me the same services. They scheduled my appointment for 8 AM the next morning because go early leave early.. I even told them that the earlier I arrive, the earlier I can leave because I would be waiting. They told me it would take about two hours.

The next morning, I went there early to drop off the car. I started talking to Alex, the same person, and explained everything. First, he told me that for the transmission service, he would only change the fluid and that I would need to pay extra for the filter and pan gasket. I told him that this wouldn’t be a full service if they were not changing the filter. It didn't make sense to just change the transmission fluid without changing the filter. Then, for the software update, he asked for an extra $160 or $189, just to check if it was needed. I said, "We spoke twice, and I wrote everything you told me during our conversations. What you're saying now wasn't mentioned before." At that point, a woman came over who introduced herself as Amanda, the service manager, and asked what was going on. I explained to her that nothing was happening, and I was trying to talk to someone who had brought me here and was now asking for extra money. Amanda then asked Alex to leave, but he refused. She insisted that he leave, and Alex started walking toward the back room, swearing loudly. Amanda followed him and told him to leave the premises. I could hear Alex's negative, foul-mouthed comments, but I kept calm. I had planned my whole day around this, waking up at 6 AM, and they were lying to me.

I explained everything to Amanda, and she said, "Okay, we will do the service at the price we discussed." She had me sign a paper showing the total price. It was still high, but I had no other choice; my entire day would be wasted if I didn’t accept. I agreed, and they told me to wait in the waiting room while they completed the service, which would take two hours. After waiting for more then two hours, Amanda came to me and said that they didn't have the materials needed for the service, and it would take more time and she don't even know how long is gonna teke to get material and parts. They know im going there because already scheduled and parts and material not there yet. In other words, I woke up at 6 AM, went to the appointment on time, and by around 11:15 AM, nothing was done, and they sent me back. I'm gonna follow up from Chevy...

This is the worst experience with a car dealership Ive ever had. I typically don’t go to car dealerships because of the astronomical prices they charge. I brought my car in because the check engine light was on and I wanted to ensure my extended warranty company would honor repairs. I dropped my car off 7:00am Wednesday, April 30, 2025. They looked at it and found it was the catalytic converter and want $6000 for the repair because my warranty company wouldn’t cover it; I declined this repair. They also found a leak in my transfer case. I did not purchase the car here nor did I purchase my extended warranty here. I provided all information for my extended warranty company with hopes they would cover most of the bill. I was informed on Thursday, May 1, 2025 that my warranty company would provide a used transfer case because they would not cover the cost of a new one, not Paul Millers fault. I agreed to the repair with the used part. My dealings were with Jussely Pimentel. The rudest and most condescending “kid” Ive ever had the misfortune to deal with. This kid has no people skills and quite frankly doesn’t know her job. I was told, by her, the part would be in Monday May 5, 2025 and “it’s a big job and will take 12 hours to complete”. I called Monday to see if the part came in and was told yes, my cars on the lift and they were working on it. I asked if she could give me a rough estimate as to how much it would cost, she said around $1200; it was $1600. When asked how long before its done she regurgitated the same answer given previously, “12 hours, you have to understand it’s a big job and takes time”. Through all this, Im stranded without a car and no way to get to work. I call back Wednesday May 7, 2025 and was told again “you have to understand it’s a big job and takes time”. I asked if she could give me an estimate as to when it should be done and she stated “your car wont be ready until Tuesday or Wednesday of next week” (5/13 or 5/14). I had to scramble to find transportation so I can get to work. I get a text Thursday, May 8, 2025 at 12:30pm stating that my cars was ready for pick up. Ive never had such a run around of misinformation when dealing with car repairs. Of course, when I picked up the car I did not deal...