ComplaintsforSerpentini Chevrolet Buick of Orrville

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been car shopping on Car Gurus for several weeks, looking for a car for my son. I found a 2011 ******* Sonata advertised at Serpentini of Orrville for $6995. I watched it for a couple of weeks. It was listed as a Great Deal by Car Gurus. It had all the bells and whistles supposedly. We definitely wanted a backup camera, and the car was listed as having one. We made an appointment and went for a test drive, on November 24th, 2023. I asked if I could take the car to a mechanic friend to have it checked out. They told me I could pick it up the next day, but if I wanted to secure the price, I would have to give them a $500 non-refundable deposit, because they use "live market" pricing. They also told me they would fix anything my mechanic found wrong. As I'm driving to my mechanic, I realized there was no backup camera, the cruise control didn't work, and when you used the brakes, there was a shimmy. My mechanic said it needed front rotors and pads and at least a module for the cruise control. We go back to the dealership. They refused to replace the pads and rotors, as they "weren't bad enough to be a safety issue." I wasn't concerned about the cruise control, as my son is a young driver and probably would never use it. My mechanic said he would replace the brakes for around $240. We decide to purchase the car. But the price jumped to $7750, overnight. I went back to Car Gurus and it was now listed as a "fair" deal. After 6 1/2 hours, we're exhausted, but make the deal, after they agreed to take $150 off. We get to the ************** and they have tacked on a $2000 warranty. They said the bank required it as a condition of financing. I wanted a warranty, but not a $2000 one. We were exhausted and frustrated and didn't notice until we picked the car up 4 days later, that they didn't take off the $150. They wouldn't give us any copies of the paperwork until we picked up the car. They over charged for the car and lied about multiple things.

  

  Business response

  12/09/2023

  It sounds like we communicated very poorly here. Thats certainly on **. I will be diving into this on Monday and we will be reaching out to make sure we explain things properly and potentially adjust anything if it was incorrect or unfair. 

  Thank you 

  Serpentini Orrville 

  Customer response

  12/21/2023

   I am rejecting this response because: Serpentini of Orrville never followed through with what was discussed. 
  
  
  

  

  Business response

  12/23/2023

  Were not sure we understand, we reached out to the customer and thought this was resolved. We will reach out again.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around Thur. 9/28/2023 I contacted Serpentini of Orrville via phone inquiring about a new white 2023 Chevy Colorado WT basic model work truck. It was advertised on their website as the “Serpentini Price” $29,995 with an msrp of $33,625 and states savings of $3,630. I spoke to someone possibly ****? He confirmed it was in stock and did confirm that the price I read on the website was correct. I set an appointment for approx 7:30pm and met with the sales desk and introduced me to *** ***** a veteran salesperson at this location. We did the standard test drive and during initial presentation of numbers I noticed the price was well over $31,500 ish and he said he would look into it but I submitted a credit application and after awhile got a few approvals and higher monthly payment offers and had the basic back and forth with the sales person and their sales manager. Sadly due to time and a payment that was presented a little better, I accepted and they began to write up the sale and detail the truck. When I got into the finance managers office the standard menu of extras were presented and I declined a few times stating the monthly payment was already higher than I wanted to go. Toward the end I noticed the sale price of vehicle was well over $31,500 ish and I said something to the effect of wait it’s suppose to be $29,995 according to your website of course the standard tax title doc fee. He paused and didn’t really say anything then changed topic back to the extra options. I completed the paperwork and did not get copies but instead a usb thumb drive so I couldn’t easily see what I just transacted. According to the Ohio Attorney General website/Ohio laws regarding auto dealer advertising this is a clear violation and would be considered bait and switch or changing the price that was on their website. This was not an error or omission. It did not state “call us for price” I want a refund for the difference plus amt of interest on that overcharge.

  

  Business response

  10/06/2023

  We will certainly dive into this. There are times when you must finance with General Motors to qualify for an incentive, etc. If that wasn't the case here and we missed it. It will be corrected. We will reach out to the customer and make sure this is handled. Seems like at minimum a miscommunication. But all of our paperwork goes on a USB drive, for ALL customers in an effort to save paper and bulky envelopes for the customer. but on request we can certainly print the paperwork as well. Again if we made the mistake we will correct it.

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They honored their word and made it right by sending me a check for the error and I am satisfied.  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of June 2022 I decided to take my 2013 Chevrolet Malibu (mint condition) to serpentini ORVILLE. this complaint is about the ORVILLE location however its not coming up in the search so ****** will have to take one on the chin for ORVILLE I guess. I went to the ORVILLE location which is an hour from my home with my 2 small kids and was given a salesman named ****** ***** who admitted it was his 3rd day on the job with no experience and he was the only one available so we proceeded reluctantly. We were wanting to trade for an suv. ****** brings an encore out says its the only vehicle in our price range which if you've seen an encore they're no bigger than a car basically so that was kind of a joke. However we said ok. After driving an hour home with it as I pull in my drive the check engine light comes on. We had a warranty so called the dealership and ****** said bring it next day. The next day as we go to head back to the dealership we noticed oil leaking all over the garage floor. We made them aware of everything when we took it back. We also had to sit there while they service it cuz no way to get home. A few hours later they say it's fixed. We drove all the way back home and about 10 minutes from the house the check engine light came on AGAIN!!!!. Still leaking oil also. Once again we had to take it back. At this point I'm mad and demand my Malibu back and tell them to unwind the loan. They refuse and say they sold the Malibu which I know was a lie because the bank said they hadn't even paid the Malibu off yet and they can't legally sell the Malibu without paying it off. After 4 alleged attempts to fix it which who knows if they even tried it STILL wasn't fixed and we took it to our mechanic and he said the engine was bad. They also never legally transferred my plates from the Malibu to the encore so that 2 weeks I did have the encore I was driving around with fictitious plates. So after 2 weeks of fighting with them they decided to put us in a Chevrolet spark worlds tiniest car. Basically slapping us in the face knowing we came to trade for an suv. Now I found a new honest reliable dealership who took the spark and put us in a very nice 2020 kia sorento. But now serpentini ORVILLE is refusing to release my gap refund and my platinum warranty refund saying they have to send it to the bank. They're the RUDEST WORST MOST UNPROFESSIONAL DIRTIEST CROOKED dealership ever. In a time where inflation is thru the roof and we're a low fixed income family with 2 kids they literally took advantage of us bad so they could line their pockets even more than they already are. ***** the bald manager was so rude he shouldn't even have that job. He needs to go back to stocking red bull for the *** bars in *****. Least that's what he told us he used to do for a living.

  

  Business response

  01/25/2023

  I wish I knew how to properly respond to this. One, it's not even for the correct store. But I did talk to the bald sales manager ***** to get an understanding of what happened. Turns out you had some problems with a vehicle, so we traded you out of it and made it right. Now youre unhappy with the car you test drove and looked at before making that choice. Yet its still our fault. SO you traded that in on something else at another dealership. Thats fantastic, were glad you could do that. But now youre unhappy because we wont just give you cash for a warranty and gap insurance you purchased. Well thats not our choice. BY LAW when you have a lien on a vehicle and credits go to the lender, which in turn reduces your payoff - SO ITS THE SAME THING. With that said, if you assumed the full payoff when you traded your vehicle and then we additionally cancel products and refund them to the bank and they are overpaid -- tha'ts yours! But it has to come from the bank ONCE the lien is released and loan is settled. Not a Serpentini decision. Thats just the law. We have cancelled any and all products you purchased and have refunded the appropriate parties. You have gone through dealing with multiple sales people, multiple managers and were abusive and down right scary. We won't stand for that. So we are THRILLED you found another dealership to work with. We wish you the best.

  Again, all products have been cancelled and will be forwarded to the appropriate parties required by LAW.

  Customer response

  01/26/2023

   I am rejecting this response because:
  
  I CLEARY STATED why I had to choose thus store. If you read it correctly you would have understood that. I said it was for the Orville store there wasn't an option to choose ******. Second WE WERE FORCED INTO TAKING THE TINY CAR THERE WAS LITERALLY NO OTHER OPTION IS WHAT THEY TOLD US IT WAS THAT OR NO VEHICLE.  we first tested a real suz a gmc terrain that we wanted and was then told we couldn't have cuz it had multiple problems including a timing chain (hence why everyone complains about the Orville store selling junk used cars) so the only other option according to them was a tiny car. Thank God we don't have that death trap anymore.  If the Orville store would STOP trying to get over on people and selling junk to begin with maybe they wouldn't get a bad rap. I'm clearly NOT the only one they've done this to read their reviews that is if you're capable. After a solid 3 weeks of driving back and forth an hour each way to get a vehicle fixed they have a warranty on that they refused to fix you tell me what you'd do. Oh wait you wouldn't have to worry cuz you probably drive dealer cars free. And as far as my gap I know how it works so does everyone else it's bs they're mad they're loosing money I don't care if it's my life's mission I will make sure EVERYONE  I can possibly tell to stay far away from serpentini Orville. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a used 2010 Jeep Wrangler unlimited Sahara from Serpentini Chevrolet Buick in Orrville **** approximately one month ago. I drove the vehicle for a week and it started misfiring and running terrible so I let the dealership know and was told to bring it in and they would hook the scanner up to it and see whats going on, so I did. I was told there wasnt any codes found, and that all the techs were leaving for the day, and they turned the check engine light off but when it comes back on come back. Of course it came back on and I decided to scan it myself, it was a multi cylinder misfire so I replaced the ignition coil, spark plugs and ignition wires. It ran a little better but still had a mis fire on the number six cylinder. Before I could call and get back in to the dealership for service to look at it again the exhaust fell off! I got under the Jeep to look at the exhaust and find the rear end is leaking gear grease out horribly! So I take it to the dealership and they were supposed to diagnose everything. So I dropped it off and went three weeks without a vehicle, calling the dealership leaving messages, getting voicemails but no answers or call backs! I asked to speak with the ** several times and was told he is not available! The dealership will not trade me out of this vehicle because now they know something is wrong with the engine, I paid ****** for it and they offered me ****** for trade in value, so whatever they would try to put me in now would have like ***** in negative equity! I talked to the dealership again yesterday and they let me test drive a 2021 Chevrolet Trax, the salesman said they could hide the negative equity on this car, so I believed him. Turns out I would need between ***** and7,500 to make it work! It was yet another smack in face! I will never buy from Serpentini Chevrolet Buick in Orrville **** ever again, this has been by far my worst car buying experience in over 20 years! Im disabled, I need a vehicle.

  

  Business response

  09/19/2022

  Tell us why here..
  We sat down with ************************** and he admitted to signing 4 as-is forms when he refused to buy anything but that 160K mile Jeep.It was what he wanted and refused to look at anything else on our lot. He was completely aware there was ZERO warranty available to him for any type of circumstance when he purchased it. As it was way too old for any of our warranties and way too high of mileage as well.
  
  He asked me if anything could be done about the $500 service charge to diagnose it. I told him again that there isnt any warranty account associated with his VIN but I would find a way for our department to pay half of that charge for him.
  
  He also was not denied by anyone at the dealership an independent inspection which he freely admitted to me more than once.

  At this point I would even go as far as paying the full ****** for him. But that's where it ends. He was aware of what he was buying.

   

   

   

  Customer response

  09/21/2022

   I am rejecting this response because:
  
  The dealership is not telling the truth at all!! It was a struggle to get the Jeep financed in the first place because the dealership kept raising the price of it. I was never offered to look at anything else through the whole process. I understand it was an AS IS vehicle but it only lasted me a week and has all these issues! I thought the dealership would either fix it or put me in something of equal value, but I guess thats to much to ask for. Anyone at that dealership, put yourself in my position, what would you do if this happened to you and you were on the hook for ****** for a vehicle that lasted you one week? I am on disability and I try to work part time so I can pay all my bills, I have doctors appointments from Wooster to ****** and all the way in *********. Serpentini Chevrolet Buick is a huge company and all Im asking for is to be traded out of the lemon you sold me. I want to put this whole experience behind me, Im willing to work with the dealership to fix this situation but I want traded out of the Jeep and put in a reliable vehicle that will get me to my doctors appointments and work. I want this deal to be equally right for the both of us not just the dealership!. 

  

  Business response

  09/22/2022

  We will have the Salesperson reach out to set an appointment to try one more time. This will be our last time. Again, he knew 100% what he was getting into as this vehicles was announced as it was to him BEFORE he purchased it.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In march of 2022 I went to the Serptini Chevrolet Buick of Orrville to trade in a car. The car I traded in was also purchased off their lot and I wanted to get another car alike because of good experience in the past. However, the car I purchased began falling apart as slowly over the month. I’ve went back multiple times and contacted them via phone with my problems and I’ve never gotten a response or I was led to believe the problem was going to be fixed when it was not.

  

  Business response

  09/19/2022

  Attached are the notes from the guests file. On the 29th we text her as a routine follow up and it was responded to with "Its ab damn time you respond". We called exactly 1 minute later and got a voice mail as you can see by the date and time stamp. There is ALSO many attempts made prior. Again, date and time stamped. ( see attached ). If she is owed something we will gladly take care of it. But to say we haven't reached out is a blatant lie. Please have the customer reach out to **** ***** ************. If he can not answer the call they will email him a message and a manager will be cc'd. She can also email him at ************************** and cc his manager ***** at **************************.

  Again, anything owed will be done.

  Customer response

  09/22/2022

   I am rejecting this response because:
  
  Though the attempts to contact me are there those attempts were made after multiple calls to the business. Any unanswered phone calls were due to working a high demanding job. I also note that **** ***** was unavailable after every phone call I made from in May. I was resided to another staff and drove an hour to Orrville to talk with the staff about my car and it’s issues. Nothing was done. I had stopped making any efforts and attempts due to the frustration of lack of communication. I had contacted **** ***** the same day, August 29, when attempted to call me. We had a conversation and he said that he will do what he can and get back to me and has yet to call me back. The company has made their attempts in their own timing what the company has not provided is how many times I have been to there shop, stopped in to talk to **** or another staff, and called when my bumper fell off because it was glued on. 
  

  ********* ******** 

  

  Business response

  09/22/2022

  We will have our sales manager reach out today 9-22 by end of business

  Customer response

  09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought my car from dealer back on September 28th 2021. Said car was inspected for structural damage but didnt have any. I go to trade in couple weeks ago and car fax had structural damage on it before I bought it. I called serpentini and asked if there was an sellers agreement I signed stating I knew about the structural damage. Said I would like a copy if they did. They have not contacted me back since.

  

  Business response

  03/17/2022

  We just reviewed our paperwork and there was a copy of the Carfax given to the customer at the time of sale. This car has a clean title. It was in an accident like a lot of cars are and fixed in a certified body shop, again like a lot of cars are. There is nothing wrong with the vehicle whatsoever. It sounds like the customer took it somewhere else and they lowballed him on a trade and justified it with a Carfax that shows the accident. In an effort to help the customer and go above and beyond we will be reaching out to potentially trade him out of this vehicle as that seems to be his goal. Also we haven't had any complaints form the customer about this vehicle until this point. So it must be operating as one would expect. --- his Salesperson ***************** will be in touch

  Customer response

  03/21/2022

   I am rejecting this response because:
  
  It seems I cant get a copy of the sellers agreement stating that the car had structural damage at the time of purchase from the dealership. I do not have this document in my contract paperwork. My salesman at the time,*****************,  has reached out to me and Im waiting for his call back on 03/23/2022 when I believe his manager is back in the office and can see what they can do for me. 

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle Nov 6th, and the check engine light came on the day after. I've asked multiple times with assistance setting up the provided powertrain warranty and have not received a response, multiple calls and emails to multiple individuals. I understand it will be a concern with the warranty to fix it, and they have not assisted with my policy number, or why the VIN is not correct with the warranty. Advertising a warranty that their employees are unclear on the details of is not the quality of customer service they claim to provide

  

  Business response

  11/17/2021

  ** ********* does have a warranty, which also requires us to register it with the warranty company. Our warranty administrator who does this has been out for 2 weeks. No one else can do this. It will be done today or tomorrow at the latest. HOWEVER - We could have communicated WAY better with ** *********. We will have their salesperson reach out today to resolve any issues. We will also train on how responsive and effective communication can help eliminate poor customer sentiment. Our apologies for our part in this to ** *********. - We will be in touch

• Initial Complaint

  10/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I think this company needs to be checked into!!! These people are not LIEING They did same thing to me it's terrible what they do, it's no misunderstanding with the paperwork!! My car was listed for 12,895 in June 2020 I paid 17,000 for it in July 2020 with a subaru Forester trade in I had no idea untill I seen it with my own eyes ,and we've had issues with everything on it was old and needed replaced like the brakes for one thing!!! My dad who is a mechanic but up in years now told me never take my car back to them I left a bad review at the time under their site !!!

  

  Business response

  10/16/2021

  This is the first We have heard of any pricing discrepancies. We would recommend she reach out to her salesperson to have this reviewed and make sure it is accurate. We would be glad to sit down and go over her paperwork with her as well. As far as having issues with the car, that's something we would love to take a look at and see if we can make sure the vehicle is in good operating condition.

  PLEASE reach out to your Sales contact and set an appointment with our service team to have this checked out and we can also review pricing and paperwork at the same time! ************

  Thanks

  ***** ********

  GM

  Customer response

  10/19/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I knew that they wasn't going to do anything for me!! And my check engine light came on I bought a scanner and it tells you everything about your car and that's when I found out that they jacked the price up on me!!! I mean what did they do in 20 days to my car that was 5000 dollars worth more than the original price !!!I just wanted to let people know and that it's not right what they are doing!!Im a. Firm believer in Karma and I will let that take care of it!!!I don't know how they sleep at night !!But with all the wicked and evil that is in the world today how can I expect anything different to happen!!!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩