Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2016 Dodge Grand Caravan to the SVG Motors dealership in Beavercreek, Oh for warranty repairs over 2 weeks ago. Since then they haven't been able to repair the drivers side sliding door. The issue was the door wouldn't open, after their diagnosed repair, the door still has issues and they claim their working on it. They promised us updates but have yet to call us, we have to call them and get the same " we're still looking into it." I left a voicemail for the company owner and he hasn't responded yet. We both are disabled and the van is our only means of transportation, they keep telling us they don't have a loaner vehicle. We are at our wits end and have no one else to turn to.

  Business response

  12/10/2024

  We understand that the repair process has taken longer than expected, and we apologize for any inconvenience this may have caused.  We identified the issue with the sliding door and, unfortunately, it required specialized attention that can only be provided by a Dodge dealership. We had scheduled the repair and provided the customer with a loaner vehicle to minimize any disruption to their daily routine.  

  As of today, the vehicle has been returned to the customer in proper working condition.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased atruck from SVG in Urbana, Ohio around 5 months ago. The salesman **** from the beginning was extremely unprofessional as his phone continued to ring over and over during conducting business. He stated it was his baby momma. He cursed often. He came in with a ridiculous offer of no money off the cost of the truck and wanted a $5000 down payment I advised him I couldn't come up with that much money be might be able to come up with $2500. I advised him I needed a payment under $500 he asked if he could get my payment under $500 would I buy the truck I said yes.. he came in later and said my payment would be $480. And never mentioned a down payment which was good for me because I didn't have that much money. We did paperwork that was completely un readable because he said his printer was screwed up. Another issue was i 2 days later asked about my certified warranty that came with the purchase of the truck I was continually lied to saying I could have it because the truck was from Eaton and I purchased it through Urbana eventually after weeks of lying to me they had me do another set of paperwork on E-sign stating it was the only way to get the warranty. 2 months went by and I had received any paperwork from the credit union so I called **** and left message he finally called me and stated I owed a $2500 down payment and would not receive any info on paying my loan payment until I paid the down payment. There is so much more to this story but not enough space to tell more... I never agreed to a $2500 down payment because I don't have that kind off money and find it strange that they stated I owed it 2 months after purchase. No I received a letter from SVG that they will sue me for the money. I want the owner to contact me to resolve this issue

  Business response

  10/30/2024

  Mr ***** is correct that there was an issue with our equipment when he was there.  He was asked to go to one of our sister stores to complete the paperwork.  Unfortunately in the shuffle our manager forgot to collect the down payment money.  Both managers involved thought the other had.  

  
  

  Mr ***** did agree to the amount of down payment, as he needed to be at a certain payment amount and to achieve that he would need to put down $2,500.  He signed off on the purchase offer, which is what we use to upload the application to the lender.  Please note there are time and date stamps on both the offer with the customer and the decision from the bank.  I have also attached a copy of the contract and the buyers order.  

  
  

  I personally reached out to him a few weeks ago and he refused to make the payment, so I have sent him a payment demand notice and plan to start a small claims case against him if we are not able to resolve.  Any assistance you can provide would be greatly appreciated.  Also, as we have multiple documents that show proof of his agreeing to the down payment, we asked that he remove his social media postings in regards to this

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The second round of paperwork was not do to the first round of paperwork being unreadable it was due to the fact that I bought the truck from Urbana but the truck was at Eaton and I was told the only way to receive my certified warranty was to do new paperwork from Eaton.  Again I believe that **** in order to sell the truck put a $2500 down payment not telling me and hiding it in faulty paperwork to just try in collect several months later. No business ask for a down-payment and not collect it the day of the sale. **** has even lied to SVG management about what really occurred and I encourage management to contact me via phone to get the truth. I have emailed the business several times to contact me to resolve this issue with no response.. contact me to get the real truth!!!!
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle 45 days ago ; since then my loan has not been paid off to my bank so I am making 2 car payments at once, my temporary tags have since expired and I am not able to drive my car which I purchased, and I was sent to someone in corporate who was supposed to help me and I have not had any communication back except for an out of state form that was signed, I still am not able to drive my vehicle , I’m still making 2 car payments , and I am completely in shambles til this is fixed since my job solely relies upon me driving.

  Business response

  08/01/2024

  THIS CUSTOMER'S ISSUE HAS BEEN DIRECTLY HANDLED BY THE GM OF THIS STORE DIRECTLY

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased at 2019 Silverado on may 18 2024. 2 hours after I purchased it the oils pressure stopped working and the check engine light came on. The dealership told me they would fix it and to take it to a certified Chevrolet dealer. I took it to Walters Chevrolet in pikeville ky. I have been without a vehicle for 3 weeks now and the only contact person I have with svg motors is Greg that will not ever answer me back. They will not pay for me a rental and I don’t know how else to resolve this issue. I would have never traded me truck if I knew I would be without a vehicle for a problem that was there from the beginning.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/24/24 I walked into SVG Motors to purchase a Truck. I worked with ***** *******, who was filling in for a lady named Talia. Upon finding a truck my co-signer and I agreed to the credit pull process where they send you to banks for lending. I asked them to send it to a specific bank, Wright Patt Credit Union. Upon submitting it to the bank, the bank had declined us based off of my credit score. They asked if they could send it one more place, I agreed. As I am sitting there I am notified of FIVE hard pulls on my credit and cosigners credit. Which in the moment I guess was fine even though I didnt approve it. I was declined across the board. I was told that it just wasn't going to be possible. I thanked them for their time, and said maybe ill try again in a year or so. I told the person in finance and David that I did NOT WANT TO PURSUE APPROVALS ANY FURTHER!!! On 1/25/24 at 11:52 AM I was notified of my information being sent to another bank for approval. I did not authorize them to send my information to another bank. I was given a phone call and a voicemail was left later in the day stating I have been approved for a loan to get the car. I explained to them I did not want the truck and did not ask for the approval. I called back and spoke to ***** the finance manager who ran the report. He was not there the day prior, so he went ahead and submitted me to additional banks with out calling to gain consent from my co-signer and myself. His explanation was, "I thought you needed an approval, nothing can be done now.". He then got upset with me when I challenged him and said "you're not going to talk to me like I am being slimy". I called the GM of the location and was told, "its already been done, nothing I can do now". I wanted them to call the credit Bureau and have the most recent pull removed as that is going to drastically impact my credit for the next two years. I already had a low credit score prior, please help!

  Business response

  02/16/2024

  I trust this letter finds you well. I am writing to provide clarification regarding the recent events surrounding your inquiry about purchasing a truck from our dealership on January 24, 2024.
  
  On the aforementioned date, you visited our store, and we engaged in discussions regarding the purchase of a truck. After considering the figures based on credit, you provided us with a information for us to secure a loan on your behalf. Subsequently, we applied to the credit union you suggested, but unfortunately, the financing was declined due to your poor credit history and delinquency on current loans.
  
  In light of this, our Sales Manager, Michael Wilmoth, spoke with you, and it was mutually decided that we would explore alternative financing options with other banks. Despite our efforts, we were unable to secure approval from these institutions. We communicated this to you, and you left the dealership without expressing any objection to our continued efforts to secure financing.
  
  The following day, our Finance Manager, upon reviewing the previous day's deals, successfully obtained approval through GM Financial. Excited about the positive news, we promptly informed you of the approval. However, we understand that you were dissatisfied with the interest rate associated with the GM Financial approval.
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 7-21-2023. The vehicle began losing coolant a month later in small amounts. It is now January and the vehicles heat gauge went all the way to hot without the engine being on, and when the vehicle was started it would not leave first gear. A local shop after inspection of the car advised the coolant leak is a cracked block. I spoke with SVG and they advised I should have purchased an extended warranty.

  Business response

  01/19/2024

  **** visited the Springfield location on the 18th of January and spoke with the GM of the store.  I wanted to provide some clarity regarding ****** recent visit and the discussion they had about his vehicle.
  During our conversation, The GM inquired about whether **** had brought the car to us for service when he noticed the coolant leak. **** confirmed that he did not bring the car in for service at that time. To reinforce this, The GM printed out the purchase order, which clearly indicates that he opted not to purchase the extended warranty that was offered to him.
  As part of the original deal, **** received a 3-month, 3000-mile warranty. This warranty would have covered the coolant leak issue if he had brought the car into our service department while it was still under warranty. However, considering it is now 6 months later and he has driven over 10,000 miles since the purchase, the warranty is no longer applicable.
  The GM wants to emphasize that **** was understanding during our discussion and did not express any confrontational sentiments. For your reference, I have attached all the necessary paperwork that reflects the details of his purchase, including the purchase order and warranty information.

  Customer response

  01/29/2024

  On 07-21-2023 I purchased a 2017 Ford Escape with 24,328 miles on it with taxes and fees totaled 20,185.95. After about a month of driving the vehicle the check engine light came on. I checked the fluids and noticed the coolant was low. I assumed that it was just low when I had purchased it because upon purchase I assumed a dealership would have at least topped off the fluids in the vehicle prior to selling it, and did not feel the need to check it immediately. I drove the vehicle for another two months and it did again. At this point I am out of the three month 3,000 mile warranty. Now toward the end of December, the vehicle would not start and I took the vehicle to two automotive shops to be checked and they advised I had a cracked block. This would explain the coolant loss. Mind the vehicle is a 2017 with 34,000 miles on it at this point. this is very low for any vehicle to have any kind of issues. SVG responded to my problem by telling more I should of spent more money and got an extended warranty which may not even of covered the powertrain issues I am having. The salesman when I bought the vehicle said it was a company fleet car that SVG actually owned and used for business. I feel that this issue was known to them, and they decided to sell it as to not have to repair it and take the loss. They made a big deal about me driving the car 10,000 miles after purchase. This is true I put about 9,000 miles on the vehicle after purchase. This still only puts the vehicle at 35,000 miles. A cracked block is a catastrophic engine failure that does not occur from normal wear and tear but poor design, or overpressure. These Fords of this model with this engine seem to have this issue. The problem is I think SVG being the prior owner knew of this issue with this specific car and did nothing to remedy the issue but instead just sold it to pawn it on someone else. Then told me i should of spent the extra approximately 3,000 dollars on an extended warranty. That is insult to injury as the new engine will cost 10,000 to replace. 

  Business response

  01/30/2024

  Good afternoon, The GM at the Springfield location stands by his statement he made on January 19th. 

  **** visited the Springfield location on the 18th of January and spoke with the GM of the store.  I wanted to provide some clarity regarding ****** recent visit and the discussion they had about his vehicle.

  During our conversation, The GM inquired about whether **** had brought the car to us for service when he noticed the coolant leak. **** confirmed that he did not bring the car in for service at that time. To reinforce this, The GM printed out the purchase order, which clearly indicates that he opted not to purchase the extended warranty that was offered to him.
  As part of the original deal, **** received a 3-month, 3000-mile warranty. This warranty would have covered the coolant leak issue if he had brought the car into our service department while it was still under warranty. However, considering it is now 6 months later and he has driven over 10,000 miles since the purchase, the warranty is no longer applicable.
  The GM wants to emphasize that **** was understanding during our discussion and did not express any confrontational sentiments. For your reference, I have attached all the necessary paperwork that reflects the details of his purchase, including the purchase order and warranty information. Also attached is the vehicle inspection when the vehicle was added to our inventory in May of 2023 at this time vehicle had no issues. .  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off to them to be fixed because I paid the extra insurance warranty on my 2021 Ford eco sport and I was supposed to get a rental threw them free of charge to me because it's covered under the insurance, they had my car for a couple of days then they left a message saying my car was ready for pickup, however they didn't fix anything, they said it's covered under manufacturer warranty still snd it had to go to Ford which they were supposed to send it off to ford,but instead they said I had to do it,which wasn't what was told to me when I dropped the car off,they said they would send it to Ford if they couldn't fix it. Then I got a text saying I had to drop the rental car off to them on October, 28th 2023 or I would be charged 65 a day for the car,I went on the 28th and that department was closed,I talked to a worker there who said they can't do that and they should send it to Ford to be fixed since I purchased the car and extra warranty threw them,so they came to my house and took the rental car without telling me,taking my personal stuff also,I went over to svg to pick up my car and they said I owe them over 800,they said 250 for smoking in the car,I did not smoke in car,120 for gas,they took the car so I couldn't fill gas up,charging me for mileage, my family lives 55 miles away one way and that's only one of them, they can't change for mileage they didn't tell me that,and I don't owe them for any of the days because they took ir back without telling me,also they kept a 200 pair of Nike men's sunglasses, my sons brand new 150 apple ear pods, and a 40 dollar apple I phone charger and a 35 car phone holder for my phone that goes on the window,every worker at svg motors tells me something different, and I was liter**** yelled at on the phone by one of them, I will never go there again, and I don't owe this bill,I want this adjusted to zero and I won't contact them ever again,they lie to customers and treat them wrong,and they didn't fix my car.

  Business response

  11/07/2023

  
  To Whom It May Concern, In response to ********* ****' complaint against SVG Springfield, **** **** brought her 2021 Ford Eco for service at the SVG Springfield location. The service department informed her that the **** extended warranty would not cover the repairs because the vehicle was still under Ford's manufacturer warranty.  In her complaint **** **** stated that the SVG service department was supposed to send her vehicle to ford. SVG is not the owner of the vehicle and has no relationship with the a ford dealership and in no way responsible for getting her vehicle to a ford dealership. Despite multiple attempts to contact the customer via calls and texts, there was no response regarding the return of the loaner vehicle, forcing SVG to go and collect the vehicle. **** **** had the loaner vehicle for more than 6 days, Upon inspection upon return, the vehicle was noted to smell like smoke, and the mileage was documented at 3,219 miles. At the time of check out the loaner's vehicle odometer read 1,527miles upon return the odometer read 3,219 miles.  **** **** had accumulated 1,692 miles on the vehicle, which is considered excessive. Addition****, we have photographic evidence that **** **** had placed signs on the vehicle advertising it as a taxi. Please refer to the attachments, which include a signed copy of the bill and a copy of the signed rental agreement. We kindly request your attention to section 6 (E) and (F) of the agreement. All belongings have been returned to **** ****.
  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  *Purchased a 2016 Chevy Cruze LT1 from SVG Motors on 8/16/23 from Ken Bailey, no issue with him. *Drove out of the dealership parking lot, it was raining, the blades flew off. *Later on during that week, tire pressure lights for both of the right side wheels came on, I was putting air in the tires multiple times a week at $2 a pop. *8/26/23 The car would not start, I got a jump, went to the store, came out 20 minutes later, and the battery was dead again. *The battery was tested at Auto Zone, battery could not hold a charge, bought a new battery. For the next few weeks, I was putting air in the tires every other day. *Took car in, tires were checked, and they assumed it was a bad tire sensor and I think I was told they replaced them. PSI lights cam back on. *Week of 9/24/23, the indicator light showing "A/C is turning off" due to engine overheating came on at least two times that week. *9/29/23 Car overheated and all the warning lights came on, the car was smoking. car was towed to the dealer about 7:30am, dealer was not open, but I did leave a VM to inform them why the car was there, I did not receive a call from them, so I called the about 10am, and I was told by a Chris very rude, that he didn't call because he didn't know who's car or why it was there as if it didn't have a VIN# or plate, they have had the car since. *Multiple calls were made, no one answers the phone there ever. The two or three times we have talked to someone, we were lied to about the status of the car or we were told some would call us back, they didn't. We were told the car would be ready on 10/11, 10/12, 10/13, it wasn't. *10/14 Went to the dealer to inquire about the car, I cursed and the manager tried to weaponize Beavercreek police against me because that is the threat that is used with people of color and stood up in a threatening manner and told me that I wasn't a man for cursing at him, his feelings got hurt. He told me I should have bought the extended warranty.

  Business response

  10/20/2023

  
  We are sorry to hear about your experiences with SVG Motors and the issues with your 2016 Chevy Cruze LT1. It sounds like you've had a series of frustrating problems and difficulties with both the car and the dealership.
  We also apologize for the discomfort caused during the interaction and understand your frustration with the manager's response and the overall experience. We regret if there was a perception that the call to the police was related to skin color. In today's world, ensuring safety is a priority for all individuals, and we take this responsibility seriously. Our dealerships have, on previous occasions, needed to involve authorities for various situations, irrespective of individuals' skin color.
  It is important for SVG MOTORS to handle customer concerns with professionalism and empathy, regardless of the circumstances' appreciate your feedback and will use this complaint as a learning tool to improve how our sales and service teams handle similar situations and we will strive to improve our service to ensure a better experience for all customers. Thank you for bringing this to our attention.
  
  

  Customer response

  10/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am still having the same tire issues and no one has explained what was/is wrong with the car and/or resolved any of my issues or attempted to make this situation right with me, this is the same response I got the first time. I'm still losing air in the tires, and I need to be compensated for moneys that I lost. This is the same apology without any real results! 
  
  Sincerely,
  
  ****** ******** **

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a dodge grand caravan from svg motors in Beavercreek in July of 2021 two months later I was driving home from work on a back road and the whole car shut off the lights were going crazy long story short I had it towed to svg to check it out they said it was the battery. It would have been under warranty at this time they replaced the battery and it was fine until about a year later the exact same thing happened and then they said it was the alternator so I had that replaced! Less than a year later the same exact issue happened on the highway going 75 mph with my two young children! It was very scary and we could have easily been hit ! I had it towed to them again now finally they say it’s an electrical problem and they are not accountable for any thing to do with it, even though it was misdiagnosed two times before! It would have been covered by my warranty if they wouldn’t have misdiagnosed it in the first place. I am so beyond frustrated with this situation they don’t care about people’s life’s at risk ! They said they threw a new battery in it as a kind gesture! Then they told us to go to a dodge dealership but have not offered to pay for the issue and when I suggested this they said its not our fault! I do not think we are accountable for this since this happened 2 months into owning it and I would like them to pay for what it messed up on the vehicle or give me all my money back and take the van back, this situation really scared me and my kids we were stranded on a busy highway until the police arrived ! ***** the manager there said he started two months ago and he isn’t liable for this ! He also said how do you know it’s not the alternator you had put in by someone else! I said because it’s electrical problem is that not what you guys said? Also the mechanical that is looking at it said that the battery hold wasn’t installed and everything installed was loose thanks a lot svg ! I don’t believe they have done anything to help us!

  Business response

  08/29/2023

  In 2021, the customer purchased a 2012 Dodge Caravan with 127,000 miles from SVG Beavercreek. Returning after two months in September, SVG installed a battery. In September 2022, the customer returned to SVG, reporting the same issues as the previous year. After testing, SVG identified battery-related problems and replaced it at no cost to the customer. The customer returned in July 2023 with recurring electrical issues and mentioned a new alternator installed elsewhere. Despite efforts, our technician couldn't pinpoint the electrical issues. SVG once again replaced the battery free of charge. Although an extended warranty was purchased, it only covers the powertrain. Prior to sale, SVG conducted a Used Vehicle Inspection, ensuring safety; however, future issues aren't predictable. SVG recommends the customer to visit a Dodge service center for further evaluation. 
  
  
  

  Customer response

  08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because, after two months it had an electrical issue that was there before we bought it! I don’t understand how svg is saying reoccurring electrical issue because we were not aware of this from the beginning, they stated it was electrical after the third time we came in! It was obvious it was an issue before we purchased it and svg just wanted to push the problem to us and not care about our safety at all! If they thought it was electrical from the beginning then why weren’t we informed of this to get the problem fixed when it was still under warranty! They just stated over and over that it was the battery not electrical issue! Yes I went to get the alternator fixed else where because svg was not fixing the issue and I did not trust them! Even the third time with the “new battery” free of charge, the mechanic that looked at it said they didn’t install it properly! I don’t think we are liable for this because it was preexisting and svg should take responsibility for misdiagnosing the problem three separate times and waiting until the vehicle was not covered under warranty to give us the real diagnosis! As you can see in the invoices I attached prior they are all exactly the same issue this should have been fixed properly the first time! 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SO I WAS ISSUED A GAP INSURANCE REFUND OF $693.20 BUT IT WAS SENT TO THE SVG IN EATON. WHEN CALLING THEM ABOUT IT I WAS TOLD TO SEND THEM A PICTURE OF THE LETTER SO I DID AND WAS TOLD THEY WOULD CALL RIGHT BACK. WELL THE NEXT DAY STILL NOTHING SO I CALLED AGAIN. THEY SAID THEY HAD TO CALL THERE CORPRATE LADY AND THEY WOULD CALL BACK. WELL I WAITED AND WAITED AND FINNALY DROVE UP THERE TO SEE ABOUT MY REFUND. THEY SAID THEY SENT IT TO THE PLACE I GOT MY LOAN AND THEY WOULD HAVE TO SEND IT BACK TO ME SO FOR ME TO CALL THEM. I CALLED AND THEY SAID THEY DIDNT HAVE IT. SONI CALLED SVG BACK AND THEY SAID OH WELL WE JUST SENT IT CALL THEM NEXT WEEK. WELL I DONT KNOW HOW THEY SENT IT WHEN I WAS TOLD THEY ALREADY SENT IT SO THAT DIDNT MAKE ANY SINCE. SO TODay I called the loan company which is next week now and they said they never got it. So I would like to know why they keep screwing me around. By law it is my refund....but there trying to keep it I guess.id like my refund asasap because this is ridiculous. They lied to me over and over and I think that's uncalled for.

  Business response

  08/14/2023

  The customer acquired a vehicle from our ***** branch and traded in their previous vehicle, which was covered by gap insurance. SVG diligently handled the cancellation of this insurance, necessitating a direct payment to the gap insurance provider. The next step requires the customer to personally contact the company for their refund. Please see the attachments. 

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I did call the company and they have not got it yet. So I called and asked for a receipt and/or a invoice to prove that SVG ***** did pay it and I was told they would call back. Well still no word about that and everytime I put eatons SVG they switched it to dayton. That's my bad somewhat and they need to fix that on this site. Anyways inhave done everything and yet I'm still getting the run around. So once I get an invoice or receipt proving they paid the loan company my refund, I can take my investigation to them. But until it is proved then SVG in ***** would be at fault. Still though... they told me they sent it then 1hr later told me they sent it again. That's why I'm requiring proof. Sorry for the inconvenience, but that is my refund and if I didn't call about it then I would never have known either.
  Sincerely,
  
  ******** *****

  Business response

  08/16/2023

  The customers account has been paid and check cashed..  Please see attachment . 

*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. ↩