ComplaintsforVanDevere Chevrolet

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Vandiver Chevy to do a trade in. And get another vehicle they showed me a nice looking car and told me nothing was wrong with it that it was perfectly fine. With in 48 hours I noticed that it pulled to the right and needed an alinement. Also that the transition was slipping. At the time of the purchase my mother was murdered by her ex boyfriend. There was a lot of chaos going on at the time. She was the rock of the family. Everyone counted on her. So with everything going on I didn't have time to deal with this company and the faulty car they sold me. I told them within 48 hours that the car was faulty and that they lied to me. I told them fix it or give my vehicial back. Their not doing either and are trying to put blame on me. Please make them either give my money back or fix the wrong doing on their end. Tell them if I have to get a lawyer they will have to pay his fees also so please let's not go there and let's be honest and genuinely good bissness men. It's not right to lie to a customer. Or trick him into taking a vehicle that endangers his life. If that car is pulling on its own it can easily pull me off the road. I'm trying to be civil and have proper bissness ethics. But I must say their company is making it very hard. If my demands are not ment with in a reasonable time. Then I am hiring the most expensive lawyer I can find . I'm not trying to be a dick but I just want what I'm owed or want fixed what I said was wrong with it. Let's be honest here. You know your wrong. Please fix it.

  

  Business response

  05/18/2023

  **** ***** purchased his 2012 Honda Pilot with 79,680 miles on it 11/01/2021. He brought the vehicle in for service a few days later. According to our service records he stated the vehicle was shifting hard at all speeds and it was pulling to the right. Our technician drove the vehicle and found that the transmission was operating as designed and we performed an alignment free of charge to the customer. At the time of his vehicle purchase he declined to purchase an extended service contract but was given a Warranty Forever. Routine maintenance is required to keep the Warranty Forever valid and the customer hasn't been in for service on his vehicle since 11/04/2021. I have attached documents for your review of the service appointment and Warranty Forever requirements. The vehicle was purchased a year and 1/2 ago. At this point the repairs are the customers responsibility.

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from this dealership less than 3 months ago for over $10,000.00. after seeing oil in the engine compartment, I immediately called and had it in for service. the service center told me that the car needs to have 2 seals and an engine midplate replaced and it will cost me over ******** plus tax for the repairs along with a ****** diagnostic fee. and based on the nature of the problems, it will not be covered under any warrantees. Before I purchased the vehicle, they told me that they had done an inspection and everything passed just fine. based on good faith, I purchased the vehicle. 3 months into a 5 year loan, I have a vehicle that leaks a substantial amount of oil.

  

  Business response

  04/03/2023

  ****************** purchased a 2011 Mini ****** in Dec 2022. A extended service contract was offered to ****************** at an additional cost at the time of purchase but was declined. We safety inspect all used vehicles and make the necessary repairs before the vehicles are put on the lot for sale. At the time of the inspection, the vehicle was not leaking oil. Our Service Manager offered ****************** $1000.00 off of the repair when he brought the vehicle in for service but he declined that as well.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from vandevere and the fuel pump went out the same day and then it was fixed then the Cadillac converter went out they fixed the problem then after that then engine went out without the 5 months that I had it and they keep telling me days and not telling the true they keep saying and it’s more problems with the car and they dodging me and calls and I asked for money or another car and they won’t give it back I have put 2300 dollar down

  

  Business response

  03/16/2023

  ********s vehicle has been in for service. His vehicle needs an engine. We are waiting for the engine to come in to complete the repair. It is covered under the service contract and what isn't VanDevere is going to cover. 

  Customer response

  03/17/2023

   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.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB transcription via mail, see attachments] To whom it may concern, when purchasing a used vehicle, a few years pass, I decided to go with Vandeveer simply because they base their business on *****tianity. I had purchased a used jeep that had obvious issues, but was promised by the dealership that they would repair and make sure that the vehicle was taken care of and running properly. The first couple years I had the vehicle in the garage so much that I began to see that I had purchased a vehicle that had characteristics of the lemon law. I had purchased a very expensive warranty, which at the time of sale was told that it would cover everything besides windshield wipers, tires, brake, and the muffler. I was also encouraged by the sales manager when signing my contract to purchase windshield replacement due to the fact jeeps were notoriously known for broken windshield. I was also told I need not to worry about the engine or drivetrain, due to the fact if I kept up with a 90 day or 10,000 mile maintenance to validate the warranty they would replace my engine and drivetrain if it were ever to go bad while I own. Now they are telling me that for my 100,000 mile maintenance which is coming up I need to spend almost $900 to maintenance the vehicle in order to keep my guaranteed engine and drivetrain warranty. I had a constant battle with them when my vehicle was in the garage they would insinuate that my warranty only paid portions of my repairs, at the time of purchasing the warranty I purchase the most costly warranty, which is called the gold package. After much anxiety and turmoil, they would always agree to honor my warranty and repair the vehicle with no extra charges. When entering the garage for my most recent maintenance, my vehicle was halfway through, and the garage door came down on top of my jeep. I was in shock I got out of the vehicle, and there were people at the desk that never moved. My husband was outside, waiting for me as I was to drop off my vehicle and we were to run errands until the vehicle was done with his maintenance. He then came in and said oh my gosh ******* I can't believe what just happened and what I just saw. He then stated that he saw the garage door come down and go across the top of my jeep as I was entering the garage. then he proceeded to look at the top of the vehicle noticing some of the paint has been scratched loose. I asked the young woman that was handling my service if she witnessed having the garage door come down on top of my jeep. She said those doors are time sensitive. I then proceeded to ask for the manager. The manager came out and right away was rude and not accommodating. He told us to wait while he looked through the footage from their security cameras, we waited 30 minutes and later he came down and said, he could not get ahold of the security people to review the security cameras. He then stated that he would look at them and get back with me later today. Hours later, I came back to retrieve my jeep and inquired if he had looked at the footage and they said no maybe within the next day, he would be able to get ahold of the security people. He never got back with me, I finally reached out to him only receiving his voicemail. I then proceed to leave voicemails, but I never heard back from ***** I then proceeded to leave voicemail for a gentleman by the name of ***** who overseas the whole building. After that **** got back with me, but was still very rude to me and said that if I wanted anything done, I needed to prove it I needed to show what had happened through pictures and videos, which is obvious I could not take a video as well, but I did take pictures after the incident due to the fact, nobody seem to want to take responsibility for the situation. It was obvious that the door had malfunctioned and the people at the desk and the manager knew as soon as it happened. At the time of the incident we showed him the top of my jeep and that the paint had.... (see attachments)

  

  Business response

  02/20/2023

  After reviewing the video of the service garage on the date ******* ***** came in for service, it seems that a customer driving an Equinox prompted the door to open. After the Equinox went thru the door and no active motion detected it starts to close. As the door was closing ******* enter the service dept so the door came in contact with the roof of her jeep as she entered. We offered to repair what was damaged by the door but she declined. We are still willing to repair the damage the door did to the roof of the jeep.
  We give a warranty forever to our customers at the time of purchase, if a vehicle is under 100,000 miles, and not used for commercial purposes. Regular Maintenance is required to validate the warranty. Our service advisors let our customers know when the next maintenance requirement is coming due so they don’t void the warranty forever. ******* brought her jeep in for an oil change, and had 93,921 miles on it, so our service advisor reminded them of the required service coming due at 100,000 miles.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have just been told by *** warranty forever that my warranty is voided. I got oil change today, just out of curisoty I asked why they never flushed my transmission fluid. ***y always give you *** paperwork telling you failure to get oil changes on time will void warranty, cabina air filters SPARK PLUGS radiator flush will void warranty, everything but flushed transmission fluid. I asked *** service advisor showed..me ****** miles suggested I call *** warranty. *** warranty said I should have been reading *** ****** . I just don't understand *** service advisor tell you everything else, *** guy said everything is voided. I purchased 2 vehicles from this company I won't be back this is not fair I really want a answer

  

  Business response

  09/15/2022

  *** VanDevere spoke with the customer and felt that since she was not informed of the needed service at the time of her routine maintenance VanDevere will cover any warranty forever claims moving forward as long as the customer continues to have her vehicle properly maintained.  She seems to be satisfied with that outcome.

   

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my first car (2017 Chevy Malibu) with this dealer back in 2018, 2-3 months after having the vehicle I stated experiencing issues with the vehicle. I called in for them to take it back for them to take a look at what I had described (loud vibrating nose like a helicopter is literally flying over my car, shift to park signal when my car is already in park, late acceleration, engine power reduced when driving on the highway, and more electrical issues that was notified to them well after purchasing the vehicle. Every time I questioned that something was wrong with my car I was told (that’s normal for those type of cars) when I know it for a fact it was not. I stopped traveling the Akron for them to look at my car because I would leave with no positive resolution wasting time and gas for a 2 hour drive there and back and started going to a closer GMC here in Cleveland. When I purchased the vehicle I was told that I was able to branch off to a closer GMC because VanDevere distance is far. I was also told at the time of purchase that I had warranty forever with my vehicle. Today I learned that since I branched off to a close GMC that voided the warranty when I was told that I could. I then spoke with *****. the owner son for him tell me that I am lying about not being told that In order for the warranty to still be useful a verification phone call had to be made before receiving service from other GMC certified dealership. I don’t recall **** sitting there at the time of purchase back on 2018, VERY unprofessional to tell a customer that they’re lying when you can’t verify what was told to me instead of taking accountability for there salesperson actions. I will never in my LIFE purchase from this company ever again and will be looking into legal action for this vehicle. Chevy Malibus are known for their malfunctions and on top of that there still no recall….. not to mention when coming out of pocket the repairs always exceed offer $1k

  

  Business response

  08/25/2022

  ****** ****** purchased her vehicle on 2/3/18. She brought the vehicle in for service on 4/16/18 for and oil change. She was back in on 6/7/18 for a Drivers side front making a loud noise and feels like the tire is going to fall off. A technician drove the vehicle multiple times and could not verify the concern so no repairs were made at this time. ****** has not been to VanDevere since June of 2018. We would have been happy to fix the vehicle if the issue could have been re created. because her vehicle was still under factory warranty.

  A warranty forever is given to our customers and has requirements to maintain the vehicle otherwise it voids the warranty. The requirements are explained to all our customers when they are in finance signing their documents. ****** also purchased a service contract when she purchased her vehicle. The contract states it was good for 60 months and until her mileage hits 100,000 miles. Not sure if she made the GMC dealer in Cleveland aware of her warranty so they could call and see if the repairs needed were covered under her NWAN warranty. If she had brought the vehicle to VanDevere we would have been glad to look at all avenues to get her repairs covered under the warranty options that she had. I have attached the documents for your review. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have every warranty the dealership offered when I purchased this car and I'm still paying monthly on those warranties. This includes Warranty forever, Tire warranty I went in to have my tire pressure light maintenance and they told me it was fixed and that if I drove the car for 10 miles the light would go off. It did not go off. second time - they reset the light and told me to come back in to have it looked at if it came back on. third time I went in The maintenance man told me he couldn't fix it because there is a special tool he needs. When I asked the name of the tool he said it was a special diagnostic machine and it would take over 4hrs.1/11/21 TPM unable to fix 2/20/21 TPM unable to fix 3/18/21 TPM unable to fix 2/5/22 TPM not fixed 4/15/22 TPM Not fixed I also asked that they fix my ** that was on recall. They claimed they needed to pressure test it and they charged me a diagnostic fee. The Warranty was for VIN ***************** on a 2017 ***** Civic and the Warranty Extension was 2016 - 21 Civic A/C Condenser. They refused to honor this recall without explanation claiming that I needed to have the ** recharged first. I waited over 5 horus for a leak test and they said they couldn't find a leak, the recall didn't matter that I had to drive it recharged to see if it would leak out. The car still wasn't warm. At this point I couldn't subject myself to more run around. 4/30/22 I went to *********************************** and they fixed the Tire Light and the ** Condensor and the car is fixed. They fixed it the first time I went there within 3 hours. I don't understand why I had to go to ********* 5 times and they couldn't honor a recall or fix a tire light. I feel lied to and I feel like hours of my time have been wasted.I would like some form of an apology, discount or refund for my time wasted and an explanation as to why they don't honor recalls and why they can't fix a Tire Pressure system. This NEEDS looked into for the protection of future consumers.

  

  Business response

  05/13/2022

  It was explained to ************** on his last visit that we would need the vehicle for a longer period of time to test the ***** We even offered to pick the vehicle up and deliver it back to avoid any inconvenience for the customer. The customer was very loud, disrespectful and belligerent to our staff and was asked to leave the property and is not welcome back. All recalls on this vehicle are recalled by ***** so they need to be done by ***** and the customer was told this also.

  Customer response

  05/13/2022

   I am rejecting this response because:
  
  I was lied to by this business and strung along by this business and now they are referencing a discussion we had where they kept insulting me, telling me they were missing certain tools and that Id have to reschedule. I was in over 5 times for a toms light. Of course I was a bit worn out and felt bullied. This needs investigated for future customer protection.

   

  also, they never told me that I HAD to go to ****** They said if the ** gets warm to come back. I insisted it was on recall and they said they couldnt do anything without a leak test but that their test found no leaks. To which ***** said the condenser was leaking and they replaced the condenser and had me fixed the first time I went to ****** 
  

  ********* is questionable. 

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a vehicle from Vandevere Chevrolet. Bumper to Bumper warranty. Piece of mind right? I have had it in their shop, as well as to Ron Marhofer for repairs to my hvac system 3 times since Nov. First, it was blowing heat when everything was off. Was told to "play with the adjustments on the dash and should correct itself" I came out of a restaurant 2 weeks ago and there was condensation dripping from the inside of my windshield. Please see attached photo. Every mechanic at every shop says, "that is not normal". Yet, because they can't get it to duplicate it during a test drive, it is not repairable? The mechanic at Vandevere stated he drove my leased (with mileage) vehicle home "45 miles one way". I have reached out to Chevy only to be given the run around for the past 2 weeks. I still have not received one incoming call from my senior advisor *********. I waited on hold for 34 minutes and was finally able to speak to her 4/11. She told me she was going to speak to her boss and see what options they had for me. Said they'd all me back in 24 hours- 3 days. I called back 4/13 and was advised my case was CLOSED!! At that time ******* reopened my case. Still no phone call. 2 days later (today) I call in. Still no answer. Still no phone call. Spoke with someone through their text app. Still no answers. Everything left open and unanswered. I will be taking the loaner back, and picking up my vehicle from Ron Marhofer (NOT repaired) first thing tomorrow morning. I have everything saved and documented. Photos, screenshots whatever you need. All I want is for the vehicle I pay for to operate the way it's intended to operate. While I understand they can not get something to duplicate while they are in possession of my vehicle, you would think a picture of water dripping from the INSIDE of my windshield would be sufficient. The photo attached shows AFTER I wiped the drivers side. The condensation appears to be from the dash blowers?

  

  Business response

  04/29/2022

  We have looked at the vehicle for ********* ****** on two separate occasions trying to duplicate her concern with the HVAC system. During this process we ran extensive diagnostics, test drove the vehicle over 40 miles and had it running for several hours. We were never able to duplicate the concern. The customer was never able to show us what the car is doing either. Since receiving this complaint I reached out to the customer again and she stated that the moisture on the windshield has only happened one time since last November. This could have been due to water on floor mats from snow, etc. I asked the customer when the HVAC system is not working correctly to stop by the dealership so we can have a technician see what is happening when the car is acting up. Customer refuses to do this. The vehicle was also looked at by another dealer and they were not able to verify any concerns. Until the customer can show us what the vehicle is doing there is nothing further we can do. 

  Customer response

  05/09/2022

   I am rejecting this response because:
  ****** ******* is lying.  I never said I refused to bring it in!  What I said was, "I am tired of bringing it in, only to be spoken to with disrespect and treated like a crazy person".  At that, he said, and I quote, "I'm not going to listen that crap, sorry we couldn't help you", and he hung up the phone on me. 

  Also...Vandevere is in Cuyahoga Falls.  My days are spent in the Cleveland area.  So to say, bring it up when it's acting up and we'll take a look, is kind of absurd considering it would take me a minimum of 45 min to get to them from anywhere I spend my time.    

  They have not had my vehicle for more than a day or two.  So not a whole lot of effort was spent trying to duplicate anything, in my opinion.

  The part about wet floor mats.  I park in a dry garage every night.  On this afternoon, I left my home around 3pm, pulling out of my garage, driving the 40 miles to Strongsville Brew Garden, parked and walked into the restaurant.  Came out 2 hours later and this is what the inside of my windshield looked like.

  To say, "it only happened once", is appalling!!  I can not even believe that was included in his answer!!  Holy Cow!  The condensation only happened once.

  Regardless, I pay full price for a vehicle to run/operate the way it's intended to, every time.  

  The blower continuing to blow when everything is shut off, is a common occurrence.  Not daily, but happening more and more often.  

   

  This is all just so crazy.  You lease a vehicle for piece of mind.  To be put through this, treated like, spoken to the way I have throughout this process has been far from any customer service experience I ever want to experience again!  

  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a 2017 Ford transit from Vandever 3155 S Arlington Akron Ohio on November 23, 2021. ******** ***** was my saleswoman she told me they didn’t service the van and they told me to take it to the main dealership to have it serviced under the warranty. I took it on the 28th with a list of concerns and *** ******* called me on the 29th and we spoke about the warranty deductible; which is $100.00. That was all I was expecting to pay to have the hub bearing replacement and the coil pack problem as well as reprogram the van chip because it’s governed at 75 mph. and the windshield wiper didn’t work. The van has over 190,000 miles on it and the car fax has no record of service. So she called me December 1, 2021 and said I owe 419.60 and there wasn’t anything wrong with the van. So the insurance warranty was not used so they charged me two separate service fees of 115.00 and 219.97 for the one/same vehicle. On top of charging me for a oil change, lube and filter that I never authorized of 74.00 dollars. Then Jen was very nasty and rude tells me that I have to take it to Ford to have the governor removed, and that’s why it’s misfiring and shifting ruff. I still hear the hub bearing when driving, still misfiring. So I called Ford service and scheduled a appointment for service they said it sounds like the coil pack or fuel injector and a vehicle with 190,000 miles most definitely should have the hub bearings replaced and the van doesn’t have a govern, it’s programmed into the keys. It some smart system. So their service fee is 120.00 dollars to look at everything. Vandever was not equipped to do the job and made up some BS just to rob and steal my money that I needed for bills. I had just bought the van a week prior and had to put a down payment on it. Heck the oil change, lube and filter should have been free because the van was never serviced before I bought it. How can people do business in a criminal mindsetandthinkit’sokayandget awaywithitIshouldhaveneverbenchrged

  

  Business response

  12/17/2021

  Our service director ****** ******* called *** ******* and it seemed there was a miscommunication with the customer. We have refunded him $167.14.

  Customer response

  12/22/2021

   I am rejecting this response because:
  
   I spoke with the FORD dealership today and they told me that they found something wrong with the transmission and that the warranty company is sending a associate out within 24 to 48 hours to do an inspection. I then asked the FORD dealership if they found anything else wrong with the vehicle and they said that they have to first address the problem on hand regarding the transmission. Now that I know that Vandever has totally lied to me and sold me a bad or lemon vehicle, I should be refunded my total amount of money I spent to have them look at it. 

  

  Business response

  12/30/2021

  
  We performed extensive diagnostics on this vehicle. At the time there were no dtc’s stored, no transmission or any other powertrain codes and no misfires. The transmission was shifting as designed at the time of our diagnosis.  We also repaired the customer’s wipers and ran other tests on the vehicle. It is to our benefit to find something wrong with the vehicle and have the warranty company pay us to repair it, however there were no failures at that time. 
  

  Customer response

  01/02/2022

   I am rejecting this response because:
  
  That’s a lie and I believe that your facility wasn’t capable of performing these intensive diagnostic. Why would you lose money? Because you didn’t do your job period. You are not a full service Ford dealership service department and couldn’t service the vehicle and should have told me to just take it to FORD and charged me nothing. I will contact the chamber of commerce, then the president of the company VANDEVER, and the Secretary of State next because you are wrong. 

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