ComplaintsforSerpentini Chevrolet of Willoughby Hills

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Entered by BBB staff LO Consumer states she purchased a vehicle and there was a big gash in the driver side door. It was covered up with nail polish. The consumer advised the business that they would need to fix it and they did. The consumer states the next day she drove to ******* and she contacted the business because it looked like the paint was coming through. She took the vehicle in and they advised her it was a different gash so she had to pay out of pocket to have it fixed. The consumer states while the business was fixing the vehicle they damaged the bumper. When she got home she realized the damage. She called the business and took the vehicle in again. They advised the consumer it was tape but it was not. The consumer was told to bring the car in the next day and they advised the consumer that the damage was not their fault. They advised her they would watch their camera and call her back. The consumer never got a call back, this was in October. The consumer tried contacting the business multiple times but the issue has not been resolved. The consumer took the vehicle somewhere else to assess the damage and they advised her it would cost $700.00 because the bumper has to be removed.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/22/22, I had an appointment with Serpentini Chevy in Willoughby Hills to discuss getting an extended warranty for my vehicle, a 2013 Chevy Malibu. Prior to my appointment, I bought 4 new tires and had an alignment and an inspection done for my brakes, rotors and other related parts at another establishment on 10/2/22. Per this establishment, there were no issues with my vehicle. I felt very confident and comfortable that I would be able to get the extended warranty on my vehicle through Serpentini. Unfortunately, that wasn't the case as Serpentini came up with various issues regarding my vehicle such as my brake pads, rotors and rear shocks. None of this information was mentioned at the previous establishment nor did Serpentini allow me to see what issues they allegedly discovered during their inspection until after it was done. Imagine my shock and surprise that they were unwilling to allow me to purchase the extended warranty until the repairs were made, but I was also told that the repairs would be around $1400 but I could pay roughly $873 for the rear shocks to start the warranty. This meant paying that amount in addition to whatever I would be paying as the down payment for the extended warranty which I planned on paying $500. I kept saying to Serpentini that I had a previous inspection done on 10/2/22 with no issues and I couldn't understand how and why there's issues now within less than 30 days. I told Serpentini that I was going back to the previous establishment to get some answers but in the meantime, they were pushing me to get the recommended repairs today which I declined. I went back to the other establishment the same day and they offered to do another inspection which was done on 10/31/22. After the 2nd inspection, everything came back as no issues again and I was provided a detailed breakdown of the inspection which Serpentini won't accept. I know of people who didn't need to have an inspection to get a warranty.

  Business response

  11/04/2022

  We do offer extended service agreements at our facility. However, any inspection prior to a purchase of an extended service agreement must be preformed at our facility. In that light, we will not accept another repair facilities inspection. As far as the 1400.00 estimate , that was for brake work(not covered under a service agreement)the 873.00 would be for the shocks that need replaced. The guest is welcom to have her car inspected at our facility, have the work performed then purchase an extended service agreement Tell us why here...

  Customer response

  11/08/2022

  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 wanted to respond to Serpentini’s resolution which I do not accept.  Basically they reiterated what they told me at the dealership.  This was an attempt to extort extra money for repairs that were proven as unnecessary twice by another establishment.  As a result,  I was denied getting the extended warranty on my vehicle.

  
  

  I want this complaint to be made public on BBB’s website so that people are aware of the shady practices that exist at this location.  I also ask that Serpentini pay any charges for services that were incurred on 10/29/22.  No slander should be made by Serpentini against myself and/or my vehicle as a result of this complaint.

  
  

  I wish for no further contact with Serpentini of any form unless communicating through BBB directly.

  
  

  Thank you for your time and assistance on this matter.

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

  Business response

  11/08/2022

  We have offered her the opportunity to address the issue. We cannot sell an extended agreement without a full inspection. Once the inspection is completed, along with any necessary repairs we will be happy to offer her an extended service contract.Tell us why here...

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My car had an insurance claim for damage to the driver's left rear door. The vehicle was taken to Serpentini on 7/5/22 for a scheduled repair, and an insurer who caused damage secured a rental for my vehicle. On 7/8/22, I picked up the vehicle and noticed the damage was not repaired. I returned to the service shop and spoke to Todd, who contacted the body shop manager Corey, who said they did not do that work; Todd then said he had someone else do it. Corey said the "dent is out, but whoever did the work cracked the paint." I was then told they would contact the individual who did it and set up an appointment to have it repaired. I went to the shop on August 5th and was told that they were waiting for Corey to return and that he would (Todd) call me next week with an appointment and time. On 8/22/22, I spoke with Todd, who told me to bring the vehicle in on 8/25/2022 after 10 am, and Corey would take care of the repair and loaner vehicle. I took the vehicle to the shop on 8/25/22 and spoke to Corey, who said he had no idea what I was talking about and he has a shop full of repairs. Corey was to talk to Charlie and give me a call the following day with a resolution and repair date and time. I have left several voicemails for Charlie and Todd with no return call as of today. Now it's almost three months, and my vehicle is not repaired from the damage they created.

  Business response

  09/24/2022

  She is all set up in service for the needed repairs

  Tell us why here...

  Customer response

  09/28/2022

  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. They scheduled the appointment to only cancel it the day before I was to bring in the vehicle, I’m still waiting for a rescheduled appointment that will be kept. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *********
  
  
  
  
   

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership contacted me to inform me that my 2015 Corvette Stingray is due for an oil change. I dropped my vehicle off on May 2, 2022 at 1:00pm. I called the dealership the next day May 3, 2022 to see if I my car was ready for pickup. I couldn't reach anyone so I left a message. Dave contacted me to inform me that the dealership did not have any oil to complete my oil change. He stated that I could leave my vehicle at the dealership and they will service it when the oil comes in, or I could come pick up my vehicle. I picked up my Corvette. Dave stated that he would contact me when the oil is delivered. Dave called me on May 5, 2020 to tell me that the oil should be in any day and that he will call me to have me bring my vehicle in to be serviced. I have called the supervisor as well as left Dave several messages and I still haven't heard from them. Today is My 13, 2022 and they refuse to communicate with me about the status of the oil.

  Business response

  05/14/2022

  The 10 quarts of Oil are on order. We have a tentative appointment set for Saturday 5/21/2022. Should the oilnot arrive we will contact guest to reset appointment

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a van from them 2 months ago and my power steering is gone and they said that would fix everything before we took it off the lot and this issue is not something that just happens and I owe over 20000 on this van that is a 2014 dodge grand caravan they took advantage of our situation

  Business response

  05/10/2022

  Please accept my apology for a delayed answer, I was out of town. ******** **** did purchase a vehicle on 2/25/2022. We did inspect the vehicle. She also has a vehicle service contract. A wynns base contract. I'm unsure what the mechanical issue is. However she did bring the vehicle in and declined the diagnostic fee. At this point we are unsure if her issue is covered under her warranty. Please advise guest that we have to look into her vehicles issue

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2013 Nissan frontier. The vehicle was fine the day of purchase. I dropped it off a week later for the heat shields on the exhaust to be replaced and a few other things. They quoted 3 days and had it a week so I asked for it back. The sales rep said I could take it for the time being and return it later to finish service. When I got the vehicle back the check engine light was on. I called to make sure it was safe to drive and was again given the go ahead to take it. The truck barely made the 15 mile drive home before the check light started flashing. The motor was knocking violently and the truck wouldn't shift or go over 40mph. They towed it that night. They put me in a loaner and kept the truck for the next month. I received the vehicle back after being given the run around for weeks, telling me they had to rebuild or replace the motor. The exhaust now had a hole in it and not all the service had been completed. They replaced a few sensors instead of the motor. 3 days later the check engine light and traction control light came on. I asked to return the vehicle and be released from the loan. They proceeded to tell me I would owe them $2000 to get out of the predicament they had now placed me in. They insisted it was either that or be stuck with the vehicle they broke. I payed this 2k just to be free of it but im not free of it. I'm now flat broke, my credit is ruined, I'm without a vehicle and still have to go get another loan and go to another dealer. I would just like them to make it right and give me back the money I shouldn't of been obligated to pay in the first place.

  Business response

  03/29/2022

  Mr ********** purchase a 2013 Nissan Frontier in January of 2022. Unfortunately after he took delivery the vehicle he needed the heat shield  repaired. We did the repairs. The check engine light did come on as well at a latter date. Due to the issues we have fully refunded the sale price of the vehicle. As unfortunate as it may be, we cannot refund the stae of Ohio taxes and fee's

  Customer response

  03/31/2022

  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 am rejecting the response of the company because the failure of the vehicle is a result of neglect. Not only was it not of my doing the faliure is a direct result of work that was done by their service department. Therefore, the taxes for the transaction, in my opinion, are the responsibilbility of the company not the customer. How I am responsible for the taxes due as a result of them buying the loan back from the bank makes no sense to me. As a customer the only service I was promised was the sale of a reliable vehicle. That was the only thing I did not receive from them. Multiple times for weeks on end my phone calls to the service department were ignored and I was unable to receive a straight answer from the salesperson. When reviewing the returning of the vehicle the manager was "getting a hair cut upstairs " and didn't have the time to finish helping me. Again I was pawned off to the sales person who still had to go and ask the manager what to do and what was going on. After his haircut said Manger came down and didn't come to finish helping. He hid in the back and looked through his office window as the salesperson ran from our table to his office. I am appalled that the straight forward solution of a refund has not been issued by the company. This is the worst experience I've ever had with an establishment and am ashamed I trusted these con men. They made it very clear they were going to do everything they could to recover their losses at my expense. The salesperson even went as far as telling me the truck had no hope of being repaired by them and that it will be going straight to auction as is! Some quality customer service 

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

  Business response

  03/31/2022

  The car was inspected prior to purchase. The customer was offered to take the vehicle to his own mechanic prior to purchasing as well. The vehicle test driven prior to purchasing. After all these events, We still agreed to buy the vehicle back at the full sales price that the guest paid months ago.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a 2015 Chevrelot Trax on January 18, 2022. I was told that they needed a part for a repair on the Trax before they gave me the vehicle, but it would be ready by the 22nd. I was ok with that. By the 22nd, I got a call that the Trax is not ready as they have not gotten the part in. I told them I needed the vehicle as the insurance for my trade in was ending that day. They ended up giving me a service loaner for the weekend as the part would be in on Monday the 24th. The part still hadnt arrived that Monday. At this point I told them I felt I was being scammed and was gonna seek legal action. The next morning, they got the part in and delivered the vehicle I was at work. The detail of the vehicle was disgusting, seats stained, crumbs in the lower pockets on the doors, a window tint scratched with a defect on it. Alea told me she was going to see about that getting it fixed. Tuesday the 25th while driving to work, the check engine light came on. Went to see Mike J******, service advisor on the 26th and was informed it was the O2 sensor and got it replaced February 1, 2022. As I was driving home that day, the check engine light came back on again and it was tested on February 4th, and came back as the turbo charger. Even though the repairs should be covered under the dealerships warranty, I am still waiting to have this part replaced, with the excuse from Mike, 'he has to check with management if the cost of the repairs will be covered under the warranty.' It has been over 2 weeks since I have gotten the check engine light tested and no returned phone calls.

  Business response

  02/24/2022

  WE have ordered the parts and they are available to install. We have called the guest and are awaiting a reply. We are covering the cost of the repair. We just need the customer to contact us and set up a service appointment. tTell us why here...

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Serpentini Chevrolet of Willoughby Hills, after about a week and a half I notice that the breaks were making noise and it was a noise on the back right wheel I took it to them they did check my car out, that I purchased from them on August 23 2021. They told me I needed bracks and a Scrut and something else I can't recall. I was also told that they would have to oder the parts and once the parts came I will receive a call. I have had to call them over the five month period about the fixing the problems , they keep telling me the parts haven't came in yet after 5 months. Now I Desperately need to have the brake changed and also need rotors because of having to riding on bad brakes. Also it is very dangerous for me to be operating a vehicle in this matter. I want my car fixed ASAP because this is part of my 30 day warranty and there's no way they should have sold a 23,000 car with bad brakes and bad struts and don't want to fix the problem. I feel there is no way in the world it takes 5 months to get a pair of brakes or any part for that matter. **** **** and other Auto Parts stores sell brakes all day everyday. I want them to live up to their responsibility. I spent a lot of money on their used car and I should be treated better than the matter that I'm being treated.

  Business response

  01/27/2022

  I have reached out to *******. I have set up a service appointment for Monday January 31st at 11:am to assess the vehicle.

  The vehicle was sold as a certified vehicle.

  I will further update once we have evaluated the potential issue

  We will make sure that the vehicle is inspected to correct the brake issue

  Sincerely

  Glen Z*******
  

  Customer response

  01/27/2022

  [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,
  
  ******* *******
  
  
  

• Initial Complaint

  01/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Walked into the dealership around 6pm on December 16th 2021, a salesman - Don helped me. Told him I was looking for a car that’s reliable, decent miles and payment of 350 or lower. He said that it was a Altima priced 17k. We took it for a test drive came back the whole time The finance manager Carla C****** is constantly calling him. I didn’t get a chance to ask a lot of questions. I was Coming in to explore and that I didn’t get paid until next week. They asked how much can I get. I made some calls. And said $300. They said the bank will accept that. When I went into Carla office to sign paperwork. She held the paperwork in her hands, turned the pages really fast and barely exposed the pages. She did not let me hold my own paper work. I asked her Can I see the paperwork she told me that I will get a copy in the end when I was done signing. At the end I realized I was never told what my car payment was. She said you and Don didn’t talk about that? I said no but I told him what I can afford and that was my limit. She said $538. I said I can’t afford that. She said “this the only reason I went through all of this in the first place.” I discovered that The car had damages not reported on the carfax or by Carla. Not to mention Don had the audacity to give me car transmitters that were dying and wrote on his b.c “youtube videos” and told me where I can go to buy batteries after buying a car for 20,000. I told Carla and she said “We put 4700 in the car what’s that compared to batteries?” I them the note was too high and that the car was sold to me at an unfair price. They didn’t report all the damages accurately. And it had 88 thousand miles. They said the bank is why your note is high. The bank said the amount of the car is why your note is high. The sales manager looked at me and told me that “miles on a car don’t really matter” but he did admit that the car wasn’t worth 20,000. I told them I wanted to leave the car there. Carla said it would be deemed as repossession.

  Business response

  01/17/2022

  In response to ****** *******,

  While it is true she came into the dealership to purchase a vehicle, some of the facts are distorted.

  The guest did come in on the stated date. However the selling price of the vehicle was 15400.00 As with all of our guest, we not only show them the carfax but we have the guest sign the carfax to eliminate future issues. She was presented numbers and she did sign and accept the offer. There were however, some challenges when it came to the financing of the vehicle, yet we were able to secure financing on her behalf.

  Sincerly

  GlenZ*******

  Business response

  01/17/2022

  In response to Ms. *******s Memo copy of title, as follows:

  Selling price 15400.00 plus tax, title, lic fee, doc fee, optional coverages(4860.40)

  That said memo titles reflect all taxes and fee,s  it does not break down selling price as that is explained on her purchase agreement

   

  Customer response

  01/18/2022

  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 don’t see 15,400 anywhere in this contract.
  

  also I stopped in last weekend and cancelled all optional insurances and service contracts and was told by Carla C****** that it would take 6-8 before my balance is changed. That too seemed inaccurate. Said she had no paperwork or anything to give me in return. The irony of it is I asked her the same day I bought the car “what is the amount without all the insurance and service contract and she said “19,005”. She also said this would no chance my monthly payment amount. 
  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/3/2022 I had an appointment for 3:15 to purchase a car from them. I took paperwork and a reference num from ******* *** to be financed thru ******* ***. Upon arrival I immediately made that clear and fill out the application for financing to be sent to ******* *** as per instructions from ******* *** but instead of sending it to ******* *** Claudio C****** and his boss started applying to multiple other Financiers which resulted in multiple hard inquiries on my credit profiles that I did not agree or give permission for. They both conspired and deliberately did this for the soul purpose of trying to use a different company for their own personal gain.

  Business response

  01/06/2022

  kristie,

  I'm responding to ID#******** ** ****** *******

   

  Mr ******** originally visited the facility on 12/30/2021

  He looked at a Chevrolet Colorado ZR2. On that day he explained that he did not want to go over numbers and that he also had a trade-in that was not with him. He further stated that he had arraigned for outside financing.

  He returned on 1/3/2022 with his trade-in and saying he had arraigned for outside financing through ******* ***s customer navigator screen. Mr ******** then filled out a credit application so we could submit his information along with the vehicle he had chosen. The information was entered and sent over to a few prospective lenders . While the credit information was being sent out to the lenders Mr ******** came up to the desk and said stop the process. He had realized the pre approval from ******* *** was with 20 thousand dollars down and without that down payment he was not approved as his payment would be much higher than he thought. However the information was sent to a few lenders prior to him approaching the desk' and it was not communicated to only send it to one bank and it was not communicated that the approval he had was with 20 thousand dollars down.

  I apologized to him about the miscommunication as I was unaware he only wanted it sent to ******* ***, after I had sent it to a few other lenders

   

  Kindest regards

  Glen Z*******

  Serpentini Chevrolet

  440-585-9300

*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. ↩