Complaints

This profile includes complaints for Serpentini Chevrolet of Strongsville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serpentini Chevrolet of Strongsville

  15303 Royalton Rd Strongsville, OH 44136-5440

  
• 

  Serpentini Chevrolet of Strongsville

  6689 Engle Road Cleveland, OH 44130

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting the run around with having my temp tags renewed for a second time or even just receiving the title to a recently purchased vehicle from this dealership. I have tried multiple times calling only to be hung up on by the receptionist and even ignoring my calls as she obviously has caller ID.
  
  I ended up going into the dealership the last day before my tag expired to get a new tag only to be told that the person was out on leave. I had spoken to someone at the desk at the dealership that assured me that he would look into the issue as the person that manages the temporary tags went on leave. Prior to her (********) going on leave she assured me that she would email me a second temporary tag. This did not happen.
  
  My tags are now expired for 7 days now. At any rate, the person that I spoke to at the dealership did provide me with a business card to follow up with him. I followed up with him today via phone and he assured me that he would try to manage the situation and send me a new temp tag. I ended up being sent another customers temp tag. When I followed up with him and told him, he mentioned that there was an error and he resent it to me using a different email. I still have not received a tag renewal ( not sure what's going on with the title). I am not sure what to do at this point. This is unprofessional. Asking for your assist with this matter.

  

  Business Response

  Date: 07/19/2025

  We have furnished the customer with an additional 45 day temp tag while she waits for her memorandum title to be completed. 

• Initial Complaint

  Date:07/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/3/25 my son and I went to look at a car for his birthday that was listed for $12,995.00 on the dealership web site. I told the person I called about the car and the salesman on the floor 'I am interested in the 2018 Nissan Rogue for $12,995.00'. Neither one told me that was not the price. The salesman asked how I was going to pay and I told him I was going to write a check. At this time I should have been told the $12,995.00 price was only good if I financed through the dealer. The only price on the web site was $12,995.00. I did not find out the actual price until I agreed to buy the car and got the invoice. The price on the bill was $13,788.00 not $12,995.00. I asked the salesman why the price changed and why didn't he tell me. He said that price was only good if we financed with the dealer. Why wasn't I told up front what the price was? I bought the car after the salesman reduced the price a little. I stilled paid more than $12,995,00. The only reason I didn't walk out on the deal was because we had invested over 2 hours at the dealership and my son was excited for the car. American and proud of it, try dishonest and proud of it.

  

  Business Response

  Date: 07/07/2025

  Please inform the consumer that we are deeply sorry for any overcharge. We will confirm what the price of the car was listed online for, and if the customer was charged more than that price, we will gladly refund the difference to the customer. Charging more for customers paying cash is not a practice we have here at Serpentini Chevrolet. We apologize if this did happen. 

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding the condition of the vehicle I purchased from your dealership on 12-19-2025. I was rushed through the initial viewing process and was not offered a comprehensive test drive. The brief drive I did take was limited to speeds below 35 mph, effectively concealing a misfire issue that manifested less than a week after purchase.
  
  Your service department's inability to clear the check engine light upon my first report of the misfire directly contradicts the premise that the vehicle was properly serviced and ready for sale. This raises serious questions about the integrity of your pre-sale preparation.
  
  Furthermore, within 2,000 miles of purchase, the vehicle developed a severe misfire. My investigation uncovered an oil filter that appeared to have been neglected for over 10,000 miles. This gross oversight during your pre-sale inspection and service is a clear indication of negligence and is the probable cause of significant engine damage, such as to the intake cams. It is evident that your dealership either failed to perform a proper pre-purchase inspection or deliberately ignored critical maintenance.
  
  I demand either compensation or direct assistance in rectifying the substantial issues with this vehicle, or a formal acknowledgment that the pre-sale preparation was substandard.
  
  I have included two pictures of the condition of the oil and filter as well as a picture of the odometer and supposed oil life remaining. Car has 112500 miles when purchased.

  

  Business Response

  Date: 05/27/2025

  Please find attached a copy of the pre-delivery inspection done by our service dept on November 30th, 15 days prior to the customers date of purchase. As annotated, a oil change and filter change were part of the inspection. Nothing on the inspection reports that there was a misfire in the engine. The customer did bring the vehicle back to our location on Jan 7th for a check engine light and a misfire. Customer was informed that as it was not something that was present at time of delivery, no extended service contracts were purchased, and the vehicle was sold to the consumer as-is, that any repairs would be cost of ownership. Please find attached the customers signed acknowledgement form of the as-is statement. 

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   Looking at the pictures from my response you cannot tell me in good conscience that was a filter that was changed within the last 5 months.  If I took that to any mechanic they would tell me the exact same thing.  But unfortunately it's my word against yours.  So if a job was done incorrectly, I have no way of proving otherwise besides the filter and condition of the oil in the vehicle.  When the oil life on the dash shows it was at 46% that oil and filter should not look like that.  And if it was, and the oil was in that condition, there was obviously more underlying issues that was chosen to be ignored.  Extremely disappointed with the service and lack of willingness to respond to any of my messages or emails.  I attached another picture of a filter with over 20,000 miles on it, and it STILL looks better then the filter I pulled out after 4000 or so miles...

  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 06/03/2025

  Please be advised, we have come to a resolution with this customer in this matter. 

  Customer Answer

  Date: 06/03/2025

  Hello, my name is ***** *******r and I have spoken with the Used car general manager and have come to an agreement to resolve my grievance with Serpentini Chevy of Strongsville Ohio.  I tried to call in to your office but it seems it is closed for training purposes.  Please mark my complaint as resolved and compliant with my requests.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/5/25 my husband and I went to look at a car that was listed online for $17,995—on third party car sites and on the dealership site itself. We spoke to four different people and not a single one of them informed us that wasn’t actually the price of the car. Nor did they even correct me when I verbally said the price of the car out loud twice. They had many chances to tell us they weren’t honoring the price they had listed online, and failed to do so at each and every turn. Not only that, but the only two numbers we were even shown on the screen were the $17,995 and the percentage rate from the finance company. I kept having to ask about things because everything is electronic and we weren’t shown any numbers for anything. So imagine my surprise when we got the paperwork for the car (days later because they originally gave us the paperwork on a thumb drive with a broken file) and it said the car price was $20,788. As soon as we saw that we started calling and emailing, and clearly there has been no resolution so far. This could have been avoided at so many points. If just ONE person had said, “Hey, that’s actually not the price of the car, it’s actually $20,788,” we would have immediately said, “Okay, thanks for your time, but we’re no longer interested,” and moved on to the next one on the spreadsheet. But they failed entirely to do that—online, in person, on the screen, and especially when I verbally mentioned the price of the car, that would have been a really good time to say something. We were also told that if we didn’t use their financing, they’d raise the price of the car. I was told the last time I was in trying to get this resolved that they (the dealership) get a $300 kickback from getting customers to use their ridiculous financing where the percentage rate is wildly higher than you’d get from a credit union. Any company that wants their customers to pay more for no reason other than to line their own pockets is a company that should not be operating.

  

  Business Response

  Date: 04/02/2025

  Please inform the consumer that we will be issuing a refund for the disputed amount as soon as customer responds that the complaint is satisfied and the case with the BBB is closed. 

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory, provided the business follows through on it afterward. 
  
  
  
  Regards,
  
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from Serpentini Chevrolet 5 months ago with an engine and power train warranty. The rear oil seal busted and all the oil leaked out onto the ground causing my engine to lock up. I had it towed to the dealership with my own money because they would not also pay for that. The dealership calls me and says that they won't cover my warranty and that I am out of luck. Now I'm stuck paying for a lemon I can't even drive and still making payments on. So no, they did not honor my warranty and pretty much said sorry about my luck. I am a hard working man who doesn't have alot of money and for them to take advantage like that is despicable!!!

  

  Business Response

  Date: 02/04/2025

  Customer did purchase a vehicle from the dealership August, 24th of 2024, and was provided a no charge limited powertrain warranty. The customer was offered more comprehensive additional warranties at the time of sale, which the customer declined. The nature of the repair on his vehicle unfortunately is not a covered component of that free warranty. The vehicle has not been to our service facility since date of purchase, but rather was taken to one of our other locations in Westlake. After speaking with the customer, and offering several different options to help resolve the matter, the customer declined any assistance that the dealer could offer and promptly hung up. We stand behind the warranty we provide our customers at no charge, and feel this is  unfortunate that it is not a covered component of that warranty. 

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  Response taken over the phone by BBB Staff

  Please provide a copy of the warranty I don't have access to my car to retrieve

  

  Business Response

  Date: 02/11/2025

  If the customer would like to accept the assistance on the repairs of the vehicle we offered we when spoke on the phone, we are more than willing to do so. We also offered the customer the option of trading the vehicle in for another vehicle, which he also declined. The dealership has no other avenues to seek in helping the customer out of what is a very difficult situation. In no way can we determine what may or may not happen to an automobile after ownership is transferred, which is why we encourage all consumers to invest in mechanic repair contracts, so in instances such as this, they can be assured the repair will be done in a timely fashion. The free warranty provided to the customer unfortunately does not cover the component that has failed. Please let us know if consumer would like to take any of the assistance the dealer is offering. Thank you.    

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car less than two months ago from Serpentini Chevy, Strongsville, Ohio. I have multiple problem with the car, and the sales department. Now the vehicle there is another problem with the vehicle, causing warning lights on the dashboard to come on. They want to charge me $200.00 just for a diagnostic report just to tell me what is wrong with the car. I am upset that they sold me a car with multiple issues. I think that they should cover that charge, considering I just paid my first car note, and purchased the car less than two months ago.

  

  Business Response

  Date: 01/25/2025

  Per our records in our service department, the customer concerns were taken care of on 1/14/2025, with no charge to the customer. If there is any other outstanding issues with the vehicle at this moment, we are unware of those issues, or they have not been brought into our service department. The customer did purchase an extended service contract that does have a deducible as well. Please let us know how we can further assist on this complaint. Thank you.  

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22854760 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Unfortunately, Serpentini's service records have not been updated. On 1/24/2025 I spoke with Joe in the service department and was advised that I would have to pay $200.00 for the diagnostic report.

  If the dealer would agree to absorb the cost of the diagnostic test ($200.00) so I know what repairs need to be made, we can resolve this matter immediately.
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 01/30/2025

  We have no records of the visit on the 24th, as the customer did not allow our service advisor to do a diagnostic test on the vehicle. Our advisor did advise the customer there is indeed a $200 diagnostic charge to assess what is causing the issue with the vehicle. Our understanding is the vehicle does have a check engine light. The customer did purchase an extended service contract. If the repair is covered under the conditions of said warranty, the diagnostic charge will be applied towards the deductible for the coverage. The customer had a previous issue with the vehicle shortly after purchase, and repairs were done at no charge to the customer. The customer did purchase the vehicle from the dealership on 12/6/2024. It is a fair business practice to ask for the diagnostic charge nearly 2 months after the sale of the vehicle. Again, that charge will be applied to the deductible on the customers warranty if it is a covered component under the warranty.    

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I have been back to the dealer on 3-separate occasions since I took delivery. In addition to the two visits mentioned, I return one other time. I went to *** to register the car and get plates but was turned away. Surprised to learn the *** showed a recent failed e-check. I left the *** and returned to the dealership and talked to my salesman. He advised that they did the check and knew it failed. They repaired something that they assumed would fix the problem but inadvertently failed to have it re-checked to confirm. No details were provided about what they had repaired/or replaced. The dashboard notices on now are about ***, and the braking system.

  I am surprised by ************ reluctancy to cover the engine check diagnostics charge. After the return visit I have already made, it seems like a small ask to keep a satisfied customer. 

  
  Regard
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 01/30/2025

  Please let the consumer know, in this instance we will waive the diagnostic fee. The consumer is still responsible for the deductible under the warranty he purchased should the vehicle need a repair that is covered by said warranty. Any further instances are subject to the standard diagnostic fee that we assess to all customers in our service department.  

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had serpentini collision center fix my car that was hit on the passenger right front side of my car. I went to a service garage after the work was fixed to put my snow tires on and they said the tie rod was bent, the same side I had my work done with the collision center. I called Serpentini collision center and they told me there’s nothing they could do and to call my issuance company that handled the claim, and that I already paid to get the tie rod fixed they wouldn’t do anything to help. I believe the managers name was Kurt and he was extremely rude.

  

  Business Response

  Date: 12/16/2024

  We did repairs to the customers vehicle in April of this year. Part of the repair was replacement of the tie rod. We also did, as part of this repair, an alignment of the vehicle. Had the vehicle still had a bent tie rod, we would not have been able to complete the alignment. When the work was completed at our collision center, the tie rod was in fact not bent, but had been replaced. Again, these repairs where done 8 months ago as well.  

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 ****** ********** *n October 18, 2024. The day I bought it the car broke down. Got it towed to dealership to get it fixed at the dealers request. I was told they would reimburse me for the tow. This happened a total of 3 times within 30 days as they could not diagnose the problem. Incorrect diagnosis include needing a battery and needing a new key fob. Eventually they bought back the car after my personal mechanic found multiple issues. (at a loss to me of course). The manager Bill told me he would reimburse me for the 3 tows and a diagnostic from my mechanic. As of today I have submitted all receipts as was requested and no one will return my calls or emails to let me know.
  With the buyback I lost my $500 deposit plus the trade in of my old car. Not to mention HOURS waiting for tows and making phone calls to get this worked out. I have been passed off to multiple managers and sales people. NO ONE will return my calls. I am getting the runaround and no response. At this point I just want the reimbursement for the tows and the diagnostics that was promised. This is a total of $451.
  Please help!

  

  Business Response

  Date: 12/07/2024

  We have resolved the issue with the customer directly. He has been refunded in the amount of $451.00 from the dealership. 

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2025 trailblazer in July 2024. On Friday november15 at ridge and 480 at about 5 pm the check engine light comes on and car starts driving rough. Made it home and had car towed to serpentini that night. They had no one available to look at the car til the following Monday. We had to rent a car from Hertz for $178 for the weekend until we got a loaner. Just want serpentini to foot the bill. Car only hat a little over 2200 miles on it and transmission went out.

  

  Business Response

  Date: 12/05/2024

  Please be aware we  will submit a check to the customer for rental reimbursement in the amount of $178.00.  

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle October 30th that did not have a working backup cam (the view was cloudy). One of the conditions for purchase of the vehicle was that Sepentini would replace the lens or camera so it would be functional. I signed a contract that it was owed. I left the vehicle there until replacement, but they said there would be a delay in getting the part so I picked it up a few days later. We were told the part would be in November 7th and that we would be updated when it came in. It’s now the 27th and we have spoken with them twice with no update and still no backup cam replacement. The lack of communication and follow through is seriously disappointing. I would really just like the issue resolved.

  

  Business Response

  Date: 12/05/2024

  Sorry for the delay in response. We have relayed to the customer that due to back order the part will not be available unitl Dec 9th. We are paying for and installing the part for the customer at no charge. We apologize for the delay, it was beyond our control.