DePaula Ford

I brought my 2012 Ford Edge to DePaula Ford in Albany for mushy on 10/6/25 for mushy brakes. I was told that they wouldn’t be able to work on my car for at least a week because they were short handed with mechanics so I took my car that day to Monroe Brakes. They had my car for 17 days and was letting me leave with brakes that locked up once We took it for a test drive. I had the vehicle towed to DePaula Ford in Albany. They had my car for 77 days. They played Ennie, meenie, minor, moe with installing different parts on my vehicle. Monroe put a master cylinder and a booster in (2 boosters because the first one didnt fit. ). First time they said the brakes were fixed they weren’t . DePaula put a booster in because the one Monroe put in was a market price one? Then I was told by DePaula that I needed an abs hydraulic unit but it was one back order. They didn’t order the part because it said out of stock With no ETA. So I requested the part numbers and I called Ford dealers all over the place. That’s when I contacted Ford Headquarters and was connected with Andrea Craddock, Customer Service Advocate. If it was not for Andrea working on my behalf, I would have been committed to a mental Institution. Andrea found the part and had DePaula Ford order it. We’ll I was told my car was ready to pick up at the end of December. Guess what mushy brakes. My husband refused to take the car. Than I think it was 1/3, DePaula took my car to fill it will gas and the brakes locked and had to be brought back to the shop on a flat bed. I flip out now the master tech assured me he would personally work on my car and would call me back with the progress. Well the whole problem all along was the calibers and brake pads.i got my car back 1/5 brakes fixed. I was sent a survey and decided to call and voice my opinion. I was told Thomas Restino,VP of Operations would call me. He called me and was so arrogant, I can’t believe he’s VP of Operations. He said to me what do you want me to do. Mr. Wonderful told me I should have brought my car back to Monroe and that DePaula should never have serviced my car because they don’t work on cars that were serviced by other shops. Oh really. DePaula needs an overhaul from the top on down. The mechanics need to be retrained. My Ford Advocate should be running the place. I can’t tell you how many calls she put in and time calling DePaula and keeping me up-to-date on the progress of my car. She was professional, understanding and apologetic for what I was going Through. What an asset she is to the Ford Headquarters Company. I will be going to the top of Ford Headquarters to praise my Advocate Andrea Craddock. I could have went on a world cruise and back before my brakes were fixed.