ComplaintsforSerpentini Chevrolet of Willoughby Hills

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A sales person gave me false and horrible advice when they said they couldn't trade in my car. Instead of telling me to continue to pay on your car to get the negative equality down, he informed me to give the car bank you the bank... A sales person should not be telling a customer who informed them that they had a balance on the car and wasn't able to trade in the car to voluntary surrender my car which is pretty a repo. And spoke to the manager tonight and pretty much told me that it was not their problem. They are also false advertising about needed used cars and how they give you a lot of money for your car even if you have a balance. Not cool to lie just to get a sale.

  Business response

  02/28/2024

  Complaint ******* ********,

  The customer states in her grievance that she felt misled and is requesting compensation in the amount of $4000.00  

  Each guest can do a multiple of things during the purchase decision. Some of our guest's trade cars, others keep their cars and still others elect not to purchase a vehicle at all.

  I'm unable to provide data about the conversation that the above said took place. I would also be unsure if she read over a copy of her original loan agreement, as that would explain in further detail what potential outcome may occur should a loan go in default

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought used Car from Serpentini that we were sent a safety inspection that was done prior to sale. The car was transported to ** by a car hauler and when it was taken to a garage in ** for ** inspection to get it licensed, it failed ** inspection. Lots of safety issues with car they said passed on their end like parking brake here not operable, chipped windshield, will not pass inspection. Have incurred over 5K in repairs to make it pass ** inspection. Got zero respect from dealer ship had to call 5 times to even get a call back with NO appology or any kind of remorse or regret or offer of help. Terrible dealership and liars about doing safety inspections on used cars.

  Business response

  12/19/2023

  ID#********

  The customer contacted the business development center. This lead was sent to the sales department. The guest was contacted. The customer gave a down payment on the vehicle. The guest purchased vehicle. The appropriate paperwork was sent to a notary service to have signed out of state. The entire transaction was completed via phone, text and a notary service as the guest lived out of state. The guest chose to have the vehicle shipped and arraigned shipping from an outside company of there choice. The vehicle was sold "As Is".

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When turniong in my lease vehicle to Serpentini Chevrolet in 2020 and releasing a new truck, which I generally do every 3 years I was told by their GM that because of Covid issues at the time that delivery on my new truck would be delayed and that I should keep driving my current 2017 lease at the time, which had expired until the new vehicle was delivered. I was promissed that they would take care of my bill regarding the over mileage fees and that it was quite common a resolution at the time because of all the delievry issues during this time. When my 2020 lease was finally delivered 3 moinths late and I turned in my truck they told me not to worry all fees would be taken care of. Fast forward to 2023 when I went to lease a new truck once again my credit report came up negative saying I owed GM Financial money on it and that Serpenti had never taken care of the issue. So naturally I contacted their current GM (Moe Zeda) that basically told me I was shit out of luck. That I never even purchased a vehicle from them and that if the old GM did tell me that, that he was flat out lying to me. Now I called GMm Financial and they again have verified I bought truck from them and that their current GM is lying to me. Basically I want these fees removed from my credit and I want to report this Serpentini company for fraud!

  Business response

  09/19/2023

  In response to #******** ******* *******

  I'm unsure of his original claim. I did reach out to the previous GM and he does not recall this conversation. I do not see an additional vehicle purchased under his name, perhaps it may have been purchased under a business name. However his finance company, GM Financial would have sent multiple notices to him should there have been some type of outstanding bill.

  At this point I , without something in writing I have no where to go forward.

   

  Glen Z*******

  Customer response

  09/19/2023

  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,
  
  ******* *******
  
  With another guy saying they have no record of my transaction, which is a lie becasue again I verified with GM Fianancial.  I was straight up lied to, have them check one of their other stores, I picked up at Willoughby Hills store but it might have come from their West Side store.  And also I contatcted their old GM, his name is Greg C******, he informed me he was never contacted by Serpenti ever and he does recall the transaction so once again this joke of a dealership is flat out lying!!!!!!!!!!!!!!
  
  
   

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had the unfortunate experience of getting my car serviced at Serpentini Chevrolet of Willoughby Hills. To say I was disappointed would be an understatement. Firstly, the customer service was subpar from the moment I walked in. The staff (denis) seemed disinterested and lacked the professionalism one would expect from an automotive service center. There was no warm welcome or any attempt to make me feel valued as a customer. I first had my transmission flashed there 2 months ago, and he gave me a huge hassle about calling my warranty company. I basically paid out of pocket. After coming back this time, I had to have the whole transmission replaced. The warranty company approved. I misquoted a time frame for the fix. I was told 3 weeks, and I would get a loaner vehicle. I dropped my car off Friday and never received a loaner vehicle. My car was fixed 7 days later. They kept telling me they didn't have any loaner vehicles. There was no communication from the service team about the delays, and I was left in the dark about the status of my loaner vehicle for days. Worse yet, when I arrived to pick up the vehicle. I give it to CHEVY, their app tracking is very accurate and precise. They told me a technician (evan or ethan) was test driving it. I checked my chevy app and the technician drove the car two cities over on the freeway and did (god knows what). And had the nerve to stop and grocery shop with my vehicle. He was gone for a total of 20- 30 minutes. He basically took my car and used it for personal things. He could have broken something else in my car. When I finally got my car back, I told the supervisor how upset I was, and he gave me 25$ to cover gas fees. Fast forward to today. My check engine light flashed on and my chevy app said Service Emission Systems. I honestly just wish my car could get fixed by the right person. If I can't trust the dealership, who can I trust to work on my car?

  Business response

  08/07/2023

  I apologize for the delayed response, I was on vacation. I have reached out twice today 8/7/23 to speak directly to Dionne Hummings. Both times she has assured me she would call back. At the time of our short conversation's, the check engine light was not on. The vehicle was at our service facility and repaired. I'm unaware if an issue has arose after the repair

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -purchased used vehicle from William K at Serpentini Chevrolet Willoughby Hills 6/30/2023 -Will never told me the listed price of the car He said he would pay off my car and that was all he do, pay off the bank so i would not have any equity. come to find out they put $2175.84 in negative equity from my previous car loan when Will said he would pay that off so I wouldn't have negative equity. My down payment was $6500, my old car note was $6,175.84 and they still gave me $2175.84 in negative equity. why? my down payment alone would have paid off my old car so there wasn't any negative equity. I didnt even know how much i paid for the Blazer. my husband, friends all asked me how much I paid for the car and were shocked I had no clue.The financial person just said Sign here, sign here, Initial here without going over in detail the price of the car, the negative equity i would have fought. I was never told a total price for the vehicle. Will came to me with a piece of paper that said $600 a month without my down payment. basically said he couldn't help me if I didn't give more to him. felt forced to put down the $6500 to make my payments $450 and still without telling me the sticker price. The way I was pressured into taking a car home that day. I didn't feel comfortable with the first vehicle I drove and said I didn't want to buy a car and he took me out to walk the parking lot with a very stern not nice face like I was wasting his time. I felt like I couldn't leave unless I bought a car. Not to mention they sold me a vehicle that was in an obvious accident and then played off the carfax not having a record of it. He points at me and goes a Non reported accident like it was something special. I feel like this entire deal was financial rape.The I bought the car 6/30.Turned it in for service on the car telling me to "Shift to Park" after the vehicle was shut off 7/17. Not once have I received a call from the service department. MORE TO TELL CALL ME. **********

  Business response

  07/27/2023

  ******* ******    ID#********

  Guest purchased a vehicle 6/30/2023. The vehicle is a 2019 Chevrolet Blazer with 64764 miles. She did return a few days later with her father in law. She stated she was having an issue with the "shift to park" gear shifter. She also pointed out various scratches and some scrapes on the alloy wheel. We explained we would look at the vehicle in service and the "shift to park" feature should be covered under warranty. As far as the additional scratches, none were listed on the "We owe" . What was listed was we would take care of the passenger door as part of her original purchase. The guest got upset and left the store. I spoke with her father in law and he said he would talk to her once she settled down. I called the guest multiple times with no response. I did talk to her father in law two days later and he explained her spouse came into the dealership to have the "shift to park" repaired. To date both the we owe was completed on 7/20/23 and the "shift to park" has been completed and the guest has her vehicle

  Customer response

  07/31/2023

  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 would accept returning the 2019 Chevrolet Blazer to the dealership, they cancel the contract for the 2019 Chevrolet Blazer, return my  down-payment of $6500, cancel the negative equity that was in my contract and pay off my trade in in full, and I will have no further contact with any Serpentini dealerships. 
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an appointment to have an oil change about 2 weeks ago for July 14, 2023 at 10 am. I dropped my 2015 Chevy Corvette off at 7am. I dropped my key in the box and called the service department at 9am when they opened to let them know my Corvette on their lot. I was told it will take a couple of hours, but it’s been 24 hours. They never contacted me and I missed work yesterday because I did not have my vehicle. I called 4 times and they kept sending me to their voice mail. I’ve been doing business with them for over 5 years. Why did they keep my vehicle overnight?

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/13/2023 I purchased a vehicle at Chevrolet Serpentini in Willoughby OH. I expected to purchase the vehicle that I inquired about online but instead I got a different vehicle then what was showed online with several defects on the vehicle. They showed me the vehicle dirty and told me that once it’s detailed it will look fine. Not once did the say it had insurmountable amount of scratches and dents as well as missing parts underneath the vehicle that could not be seen until the car was cleaned. While filling out paperwork and reading car fax I asked the Salesman Ronald as well as his Manage who was at the table with me and my mother if the bumper was repaired correctly after seeing it was involved in a accident or carfax. The Manager Ryan indicated it was. They attempted to buff some of the scratches out upon my immediate request but refused to handle the crack and dent in front bumper which I also asked them to address. On top of that the the plastic guard that protects fender and the engine called a fender liner was also not there but just almost like a piece of cardboard. After seeing that later I asked about why that was missing. No reply or response and they also told me I would need to pay for the repair on the bumper that was cracked that I previously asked about. Last but not least the car that was online on their website is completely different from the car they sold me. They claim it’s the same vin but they had 2 of the same vehicle. I asked how can you have 2 vehicle with same color, same year and same mileage but different rims. The car I have is not the car I requested online to see. They falsely advertised this vehicle and the condition it was in as well as the exact vehicle they had on their website. Also I have a witness that was there when I asked the salesman and manager about the vehicle. To pay over $20,000 for a vehicle and to get a half put together vehicle from a dealership is ridiculous.

  Business response

  06/14/2023

  After a brief huddle here is what occurred. While it's true the vehicle he drove, inspected and purchased is the correct vehicle, the original pictures on our site were prior to us painting the rims. He did see the car and purchased the car with the painted rims.

  As far as the repairs, we did agree to fix the cracked bumper, and we did. However the customer returned and wanted even more work performed. We agreed to fix that portion of the bumper as well for goodwill purposes. Unfortunately the guest continues to return asking for more work to be performed. As stated, he drove, inspected and took delivery of the vehicle. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I really need your help. This compliant is because my truck was there a month, car shield paid them 6,757 for my transmission, they auto shop told them after they paid the money that it’s an additional 2,400 for another part. Car shield was upset because I reached to you all to help me with them and y’all did just that. So they said they would pay 6,757 for our car if I end my contract. Upon ending my contract the auto shop found something else now car shield done with us because they paid what they were going to pay, the auto shop want/ 2400 I don’t have it so my car just sitting there and they have 6,757 please help me I’m also contacting my local news as well

  Business response

  05/31/2023

  Charlie F***** gave verbal response to BBB staff (**):

  Mr. ****** had his vehicle towed in here.  We diagnosed it as a faulty transmission.  We called his warranty company and they sent an inspector.  They approved his transmission and it was ordered. When it got here, we pushed the car in to disassemble.  We took the drive shaft out and it came apart in 2 pieces. We then contacted the warranty company to amend the claim and add some parts.  They told us at that time the contract was canceled and they wouldn’t be able to tell us anymore.  We contacted the customer to find out why the contract was canceled and apparently, they had a falling out.  It was the customer and Car Shield.  They had some sort of a falling out something about payments not being made, something on their end to where they worked it out where they  would basically get the money back for this claim and never be able to file a claim again. So, here we are with a $4,000 transmission in stock that we can’t do anything with. This gentleman has a check from his warranty company and we are left with paying the technician and the car will not be repaired and we are out money.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing on behalf of my father. He has a 2013 Chevy Silverado 1500 Z71 financed through GM Financial. First, let me state my father has a history of having strokes, there is no clear diagnosis as to why but in situations that may cause him to be overwhelmed, stressed or upset I speak on his behalf. You may not be aware but for those who have a history of strokes, it affects their brain in many life threatening ways. Stroke patients also respond slower when asked a question because there is a delay with the transmittal, so when he does not answer quickly it’s because of the delay.My father is not in the condition to handle this manner so I will express all his concerns. It has been a complete nightmare with his truck. There have been multiple incidents with the motor. He got his vehicle from the Pat O’Brien dealership which is now Serpentini Willoughby. The first onset of engine issues, they serviced the engine to reach a resolve. The truck ran fine for a while then there was another issue and a used engine was put in. Later another issue with the engine and a crate rebuild engine was placed in the truck. This entire situation has been overwhelming and frustrating. There seems to be no resolve and each replacement engine has lead to more problems. On Thursday night, the truck stopped in which now this would be the fourth incident there was a loud knocking noise and then it cut off while he was driving. When I received the call I immediately contacted road side assistance. It took roadside assistance a day to find a truck with a flat bed to tow the truck back to our home. There have been many recalls on the 2013 Chevy Silverado however each time there is a replacement the issue is worse. My father did contact the dealership previously because all service repairs took place there, he has never had the engine or any type of service done anyone other than where he purchased the vehicle.

  Business response

  05/31/2023

  Charlie F***** gave verbal response to BBB staff (**):

  Mr. ***** has a 2013 Silverado.  The vehicle had an engine put in it here on 10/30/2020 with 93,000 miles.  They had a couple of oil changes done here, the last one being at 120, 551 miles.  The vehicle now has 152,000 miles on it, so 32,000 miles later.  It needs an engine and we are asking for proof of maintenance records and all we’ve been given so far are our 2 oil changes.  So between 120,000 and 152,000 there are 2 recorded oil changes that they’ve been able to show us. Obviously that if far fewer than is needed every 5,000 miles.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I dropped my vehicle off at this location at 12:00 noon 1/28/2023. It was to be checked for some concerns of mines. My appointment however wasn’t until 1:30pm 1/28/2023. It was scheduled to be dropped off. I received a missed call from Todd, I attempted to call back twice. No answer until the third call. I was then told by a cashier that they were closed and I had to pick my vehicle up on Monday. I explained how that’s not possible for me because I work. The cashier didn’t care to try to reach out to anyone to see about me getting my vehicle. All she could say was she understood my frustration, but had no customer service remorse. I never approved for anything to be done on my vehicle. I was told by Jordan in the service department that they would take a look at it and give me a call to let me know the next steps. When I received the voicemail from Todd it said it was finished and ready to be picked up. However, the cashier said she saw no paperwork for my vehicle. Now I have to be put in a position and purchase a rental car so I can get to work and then to pick up my vehicle from the dealership, then get a ride to drop off the rental car. THE WORST EXPERIENCE!!!

  Business response

  02/03/2023

  Thank you Mrs ***** for taking the time to provide feedback on your recent experience. I am truly sorry that we failed on so many levels, that type of service is certainly not customary and I'd like to offer you an oil change/tire rotation at no cost so we can have a chance to redeem ourselves and offer the truly exceptional service Serpentini Chevy is known for.

  
  

  Customer response

  02/04/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

*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. ↩