Paul Brown Motors Inc — Local services in City of Olean

I'm editing my below review to say that after all of the headache of getting my car fixed, Paul Brown definitely stepped up and made things right for me. After posting the below on Friday, Jim, the general manager, reached out to me and was very apologetic as he hadn't realized I was still having issues with my car. On Tuesday he sent someone to come pick my car up while I was at work and left me a loaner so that I didn't have to make another hour drive back to Olean. They not only fixed the air conditioning, but also detailed my car, washed it, did an oil change, tire rotation, and filled the gas tank all for free. By 2:30 the next day my car was completely fixed and had all of the extra done on top of it. I am very pleased with how they made things up to me and trust that things will go more smoothly in the future with them! Thank you!!

I am very disappointed with the experience I’ve had since buying a car at Paul Brown. In May I drove over an hour to buy a 2016 VW Tiguan and at first was really pleased with everything about the dealership. They were very professional and I was able to take my car home that same day. However, a month after buying my car the air conditioner stopped working (in June in the heat). I hadn’t even made my first payment on it yet and it was already having issues. We called Paul Brown and were told to bring the car in for service. My boyfriend drove the car down on June 13th and was told it was going to need a new compressor and that they would call when the part came in. We waited over a week and no one called us so we called back and were told that that my warranty hadn’t been pushed through yet and to call back the next day to talk to Justin about it. No one was going to call and tell us that the issue was with the warranty and that the part we were waiting on hadn’t even been ordered yet ?? We called the next day and were told Justin wasn’t in. We went through another week of calling back and forth with no answers and calling to be told that someone would call back but they never did. Clearly no one was communicating with each other at all and we were calling in circles for weeks being told it was someone else’s job. We were also told one day that I needed to talk to Mary because she was the one who sold me the car. I was told Mary would call when she got in but she never did so I called back and was told that Mary wasn’t even coming in that day. We finally were able to get a hold of someone who told the GM about the issues we were having and he told me on Monday July 1st that the part would be in by Wednesday at the latest and that they would call me as soon as they got it. I received the call Wednesday July 3rd and had to make the appointment for the following Monday because that’s the soonest they could get me in even though I had already been dealing with this for weeks. My dad drove the car over for the appointment on Monday July 8th, waited 3 hours, and then was told that the new compressor was in but the issue was actually a leak in a pipe and they would have to order that and it should be in in a few days. It has now been over a week and a half later with no information from them whatsoever about the whereabouts of the pipe. We called on Monday the 15th after a week with no word (it’s now Friday the 19th) and were told someone would call us on Tuesday to tell us where the pipe was but they never did. We called again yesterday, the 18th, and were told yet again that because it’s a VW the part takes time to come in. I’m not sure how a compressor comes in 3 days but you can’t get a pipe there in almost 2 weeks?? The temperature outside is supposed to be in the 90’s this weekend and I haven’t been able to drive my car in over a month because I’ve had no AC in it. It has been over a month with no resolution. I’m about to take the whole car back because if this is an example how of their dealership is run then I don’t want to deal with this any time my car needs a simple fix. It’s a 2016 and shouldn’t be having issues this soon after buying it...

My 2015 EcoDiesel broke down (most likely an engine replacement $$) and I had it towed to this dealership for service. It was under extended warranty and my insurance company insisted that I take it to a certified Dodge dealership. I called the next day to check in on the diagnosis and I was informed that I had a dead battery and I owed them $385.00 to start. They said that my battery was defective. I never had any problems with my battery and so after some investigation, I discovered that the emergency neutral lever had to be pulled to release the transmission for towing and that had drained the battery. They needed a charged battery to hook up for diagnosis, and they don't have any shop batteries for when this problem comes up. And they were too busy to put mine on a charge. Ok, not happy, but I understand, so moving forward. I was promised a diagnosis within two days. After two days, I was told they would figure out what was wrong with it next week. Well, its now 1.5 weeks later and I finally did hear back from them. (Keep in mind, I don't have a loaner vehicle through all this and I need my vehicle for work) They informed me this: They do not have a diagnosis or an full estimate for me. I will need to pay upfront for any/all repairs, which they estimate will cost around $14,000 to replace the engine. They will not warranty any parts or labor They will not call the 1-800 number for my extended warranty insurance company to arrange to be paid or discuss the problem with my truck with my warranty company. (which is an internationally acknowledged company, not some small one so I really don't understand the issue) I can come pick up my truck (the engine is blown, this is no easy thing and expensive to tow AGAIN)

I have never been treated so poorly, so disrespectfully, by a company before. They wasted my time and my money. They treated me with a complete lack of respect. I have been waiting for them to tell me what happened to my truck and what it will take to fix it.

I didn't do anything to offend anyone. I was never rude or disrespectful to any employees or representatives from their company. The only reason I can think of is ignorance. I don't think they have the technical knowledge to service my vehicle. They certainly don't know how to deal with a service arrangement that is under warranty, asking to be paid upfront. I could have dealt with that, and gotten the money back from the insurance. But, NO warranty on any work done? Who would agree to that? When an engine replacement is thousands of dollars?

Now I am back to the beginning, trying to find a local dealership that knows what they are doing (from a skill level as well as customer service) It just doesn't make sense. How can they assume the Dodge Service Accreditation when they conduct themselves with such ignorance?! My recommendation - AVOID this company, unless all you need is an oil change or a $400 battery. **Following up - I had my truck towed to West Herr dealership in Hamburg, NY and they were helpful, respectful and replaced the motor in 4 days!! With a 100,000 mile, 2 yr warranty! Paul Brown was laughably horrible in comparison. Don’t waste your time with “rinkydink” companies like them!...

2021 honda pilot. While we enjoy our new car, they sold it to us with a faulty window regulator. I noticed it the 2nd day having it as its my wife’s vehicle. She made an appointment to have a mirror fixed that was faulty as well. This was a week later they got us in, when i brought up the window issue, they told me its a faulty regulator but we would have to pay for it, even though they sold it to us like that not even a 1-2 weeks earlier. My wife called in to try and resolve the issue because you know, we paid $40,000 after said and done with a bogus warranty… just to be told we would get a call back to fix this issue, nope that didn’t happen, they figured just ghosting would be the appropriate route. Not only that, we had to bring it back because whoever details their vehicles does a horrible job, even the second time. They tried telling my wife the regulator fell under “wear and tear” so they couldn’t help us. WE BOUGHT IT LIKE THAT, she drives maybe 30 miles a week. Ridiculous. If they can resolve this issue without it coming from my pocket then ill recant my review but until then, i don't think paul brown motors is trying to make sure people leave happy, because we absolutely are not. FORTY THOUSAND DOLLARS, and they cant even fix an issue that should've been done. I worked in dealerships my whole life, i believe they just don't want to fix it at this point. We will go somewhere else next time.

edit a general manager by the name of Jim reached out to my wife with his sincere apologies and informed my wife that the issue will be resolved and we will get a call back and have the regulator corrected with no incident. I will update when it is actually completed and give a better and more formal review to update the public on how it was handled. We shall see and so far my mind has been put at ease just a little, until its fully resolved.

UPDATE: 8/11- they paid for and fixed the regulator, when i got it back, it now doesn’t work correctly, and my back door locks and my trunk lid do not work correctly. They messed something up and now we are are worse off then before. Was told by the mechanic shop that we will need to personally take it to Honda because they cant figure it out. We will not be purchasing a vehicle from here ever again. Very...