Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Truck with no sign of an oil leak anywhere, was taken to Laria Chevrolet for a simple oil change on January 31,2024. Three days, and $1741.25 later I got the truck back with a new oil pan which Laria said was replaced because they couldn't put the drain plug in the old pan. I filed a complaint, received $500 from Laria for the overcharged quote. **** ***** apologized admitting it was handled wrong. Since then, small oil drips on the garage floor. Called Laria, they said one year warranty on service work so I took it back on Wednesday June 26 to have the leak they created fixed for FREE under their warranty. The service manager said it was a new leak, not any of their doing and for $984.41 they would fix it. I left, because before I took it into Laria, I had a private mechanic look at it visibly only , no work on the oil pan or the truck at all. He said the bolts on the oil pan were wet. The cooling lines were fine. I am requesting a total refund of $1241.25 for the service Laria did on my truck. I had a truck needing an oil change, now I have a truck with an oil leak ! . I feel I was taken for the oil pan, and now today, for the warranty on that oil pan. I want $1241.25 refund . When I filed the first BBB complaint and Laria bought me off for $500, I removed my complain per their request. I will not remove this complaint. It needs corrected financially by Laria and I will not reverse my complaint to save their reputation. People need to know this dealership is dishonest, misleading, downright crooked in dealing with customers. I stand by my complaint . Lets see if Laria stands for anything at all. I request $1241.25

  

  Business Response

  Date: 07/03/2024

  ***** ****** was in for an oil change on January 31, 2024. Our technician found the drain plug had a heli-coil installed. ***** ****** had her vehicle in another shop prior to coming to us. Here at Laria Chevrolet Buick we do not use heli-coils, these are used as a temporary fix and we do not use them for this purpose. Usually, the reason these are used are because the threads are stripped.  We explained to ***** ****** that the proper way to have this fixed was to replace the oil pan, which she agreed to. Also, upon our inspection of her vehicle we noticed the transmission cooler lines were leaking, and she declined the repair of the transmission lines. ***** ****** contacted **** *****, for customer satisfaction purposes he refunded her $500.00. On June 26, 2024 ***** ****** came back in for us to inspect her 2014 Silverado with 150,105 miles on it.  We told ***** that her transmission cooler lines are still leaking as we advised her on her previous visit.  Her vehicle has also developed oil cooler lines leaking. The repair that we did on her oil pan was not leaking. Laria also offered to let ***** ****** inspect the oil pan that was previously replaced so that she could see the leak was not coming from the oil pan. She declined.  The repair that needs to be performed is not coming from the oil pan so Laria Chevrolet Buick does not feel obligated to honor any reimbursement. 

  Customer Answer

  Date: 07/05/2024

   I am rejecting this response because:  The truck was NOT leaking from anywhere when I brought it in for a simple oil change. There was no reason to tell me the oil cooler lines were leaking because they were not when I brought it in or any time before.  The only reason Laria mentioned oil cooler lines leaking was to get further repair $$$ from me.  They knew that by replacing the oil pan, it could cause a leak, so they covered themselves by suggesting the cooler lines needed replaced.  This is a classic case of dealer fraud. They see a 75 year old female, and they see $$$$$.  I would have noticed any leak from the truck prior to Laria working on it.  My sister and I purchase both our vehicles the same day from Laria.  She has mentioned the "scare" tactics Laria uses when she brings her vehicle in for service.  Since Laria made it clear they want no part of my business, won't honor their work warranty, I want no part of them. 

  I will not remove my complaint because it is a legitimate issue that needs to be posted on the BBB site so others can read my story and judge for themselves if they want to deal with Laria.  I see other concerned customers have also listed their Laria experiences on the BBB site.  Looks like this is how Laria operates the dealership.

  I can use "scare" tactics too.  Work of mouth can do a great deal to satisfy my discuss for Laria

   

  
  

  

  Business Response

  Date: 07/15/2024

  We are sorry you feel this way.  We wish you the best.

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* ******* ********** *** *********** On 3/3/2023 consumer saw a pop up ad on line for a 2021 Chevy Silverado with 1700 miles. Consumer makes a deal with his trade in for $1500 and put down $500 to hold the vehicle and $2700 cash - financing $30K. Consumer finds a truck he likes better and went to trade his truck and found it had a branded title. Carfax showed original owner in California who had issues and 1200 miles on the vehicle and GM bought it back. Another owner for 500 miles. Laira Cheverlot was the 3rd owner and consumer was the 4th. Dealership did offer to buy back but consumer is out of pocket on this transaction.

  

  Business Response

  Date: 05/01/2023

  ******* was made aware of the vehicle being a Repurchase/buyback.  We have a text message where the salesperson told the customer that it was a repurchase/buyback before he purchased the vehicle.  The vehicles sale price to the customer was $31,995 plus tax and title.  ******* contacted us at a later date and said he found a truck he really liked at another dealership and he didn't like the trade value they were giving him.  We told ******* we would be happy to buy his truck from him for $29,500 if he was interested.  ******* came in and sold us his truck. 

  Customer Answer

  Date: 05/07/2023

   I am rejecting this response because: It was never disclosed to me that 1 was the 4th owner if this vehicle with 1,700 miles. I would have never bought it knowing that up front! I was never showed the car fax wi ch would have told me this. I was given half the amount told to me for my mazda 3 with less than 100,000 miles on it. I have over 8 hrs in drive time between this dealership only to have been deceived. No one would have guessed it changed hands so many times with miles that low. Was not mention of "lemon" title. As a result, I'm now out over $6000. 
  
  
  

  

  Business Response

  Date: 05/18/2023

  We had to evaluate his original trade in person to place a fair evaluation.  Upon evaluation the vehicle had a substantial amount of rust and the vehicle had to be put into neutral to start it. We offer a Carfax available to any customer who requests one.  Many of our vehicles have the Carfax listed on our website and most third party sites for free.  Mr. ********** agreed to the sale price of our vehicle as well as his trade value.  A little over a moth after Mr. ********** owned the vehicle he contacted us and asked us to purchase it back from him because he found a vehicle he really liked at another dealership.  We then offered to purchase it back from him for $2,495 less than his original sale price.  He agreed to the amount we offered to purchase the vehicle back from him. 

  Customer Answer

  Date: 05/27/2023

   I am rejecting this response because: Laria was not forthcoming with pertinent information on this vehicle. 

  1: they didn't give me what I was told I would get for my trade in, nor was I offered to transfer my license plates.

  2: they wouldn't accept my pre-approved loan, usaa doesn't fund lemons. I believe they knew that, causing me too use their financial institution at a much higher rate. 

  3: when I tried to trade it in at a different dealership, (thinking I had possitive equity), they wouldn't even take it due to the title i wasnt made aware of.

  4: to sell anyone a vehicle without disclosing all off the details on said vehicle is dishonest, deceitful, unethical!

  5:I would still have my trade in car and my down payment if I was told these things before hand, 

  6: I believe they neglected to inform me of the 3 previous owners on this vehicle to make the sale. 1700 miles! 3 previous owners, in should have been made aware of this! Had I been, in never would have wasted my time and money with this dealership. Ultimately, I believe I deliberately deceived, and I'm out $6000 as a result
  

  
  

  

  Business Response

  Date: 06/02/2023

  1: Our dealership management must evaluate any trade in person to place an accurate evaluation on a vehicle.  Upon evaluation the vehicle had a substantial amount of rust and the vehicle had to be put into the neutral position to start the vehicle.  We were not made aware of these issues.

  2: Laria Chevrolet Buick "does" accept pre approvals from banks. We made the customer aware in a text message that in our past experience USAA will not finance a repurchase/buyback.  We do not require customers to use any of our lending institutions. 

  3: The other dealerships trade evaluations and policies are out of our control but we did purchase the truck back.

  4:&5: Mr ********** was made aware the vehicle was a repurchase/buyback vehicle before ever coming to our dealership. 

  6: Mr. ********** was made aware the vehicle was a GM repurchased vehicle before he came to our dealership, the trade value was agreeable to him, the sale price was agreeable, the loan was agreeable and the amount we offered to repurchase the vehicle back "$2,495 less than the original sale price" was agreeable. 

  Customer Answer

  Date: 06/11/2023

  [BBB transcription via attachment]

   

  In the interest of the consumer according to Ohio State Law Section 4505.181 line (4)
  states; The title for the resale vehicle indicates that it is a “buyback” vehicle as defined in section
  1345.71 of the Revised Code, and the fact that it is a “buyback” vehicle was not disclosed to the
  retail purchaser in the written agreement.
  
  No where in my contract/purchase agreement does it say that the truck that you sold me was
  indeed a “buyback” vehicle.
  Under section 1345.71 it defines what a purchaser is on line (1). Which that, the purchaser, other
  than for purpose of resale, of a motor vehicle; would be me *****.
  Line (E) “Nonconformity” means any defect or condition that substantially impairs the use,
  value, or safety of a motor vehicle to the consumer and does not conform to the express warranty
  of the manufacturer or distributor.
  I have highlighted above the word value. This is because at no time was it explained to me in
  writing that this vehicle was a “buyback” vehicle. With that being said I was not informed of the
  financial burden that buying this vehicle would entail. Meaning it was not explained to me that
  three different people had owned this vehicle previously and that almost no dealership would
  except this vehicle on trade.
  (A) A buyback may not be resold or leased in this state unless each of the following applies:
  (1) The manufacturer provides the same express warranty that was provided to the original
  consumer, except that the term of the warranty shall be the greater of either of the following:
  (a) Twelve thousand miles or twelve months after the date of resale, whichever is earlier;
  (b) The remaining term of any manufacturer's original warranty.
  (2) The manufacturer provides to the consumer, either directly or through its agent or its
  authorized dealer, and prior to obtaining the signature of the consumer on any document, a
  written statement on a separate piece of paper, in ten-point type, all capital letters, in
  substantially the following form:
  WARNING: THIS VEHICLE PREVIOUSLY WAS SOLD AS NEW. IT WAS RETURNED
  TO THE MANUFACTURER OR ITS AGENT IN EXCHANGE FOR A REPLACEMENT
  VEHICLE OR REFUND AS A RESULT OF THE FOLLOWING DEFECT(S) OR
  CONDITION(S):
  1. ______________________________________________________
  2. ______________________________________________________
  
  3. ______________________________________________________
  4. ______________________________________________________
  5. ______________________________________________________
  ______________ _________________________ DATE BUYER'S SIGNATURE
  The manufacturer shall list each defect or condition on a separate line of the written statement
  provided to the consumer.
  (B) Notwithstanding the provisions of division (A) of this section, if a new motor vehicle has
  been returned under the provisions of section 1345.72 of the Revised Code or a similar law of
  another state because of a nonconformity likely to cause death or serious bodily injury if the
  vehicle is driven, the motor vehicle may not be sold, leased, or operated in this state.
  (C) A manufacturer that takes possession of a buyback shall obtain the certificate of title for the
  buyback from the consumer, lienholder, or the lessor. The manufacturer and any subsequent
  transferee, within thirty days and prior to transferring title to the buyback, shall deliver the
  certificate of title to the clerk of the court of common pleas and shall make application for a
  certificate of title for the buyback. The clerk shall issue a buyback certificate of title for the
  vehicle on a form, prescribed by the registrar of motor vehicles, that bears or is stamped on its
  face with the words "BUYBACK: This vehicle was returned to the manufacturer because it may
  not have conformed to its warranty." in black boldface letters in an appropriate location as
  determined by the registrar. The buyback certificate of title shall be assigned upon transfer of the
  buyback, for use as evidence of ownership of the buyback and is transferable to any person.
  Every subsequent certificate of title, memorandum certificate of title, or duplicate copy of a
  certificate of title or memorandum certificate of title issued for the buyback also shall bear or be
  stamped on its face with the words "BUYBACK: This vehicle was returned to the manufacturer
  because it may not have conformed to its warranty." in black boldface letters in the appropriate
  location.
  The clerk of the court of common pleas shall charge a fee of five dollars for each buyback
  certificate of title, duplicate copy of a buyback certificate of title, memorandum buyback
  certificate of title, and notation of any lien on a buyback certificate of title. The clerk shall retain
  two dollars and twenty-five cents of the fee charged for each buyback certificate of title, four
  dollars and seventy-five cents of the fee charged for each duplicate copy of a buyback certificate
  of title, all of the fees charged for each memorandum buyback certificate of title, and four dollars
  and twenty-five cents of the fee charged for each notation of a lien.
  The remaining two dollars and seventy-five cents charged for the buyback certificate of title, the
  remaining twenty-five cents charged for the duplicate copy of a buyback certificate of title, and
  the remaining seventy-five cents charged for the notation of any lien on a buyback certificate of
  title shall be paid to the registrar in accordance with division (A) of section 4505.09 of the
  Revised Code, who shall deposit it as required by division (B) of that section.
  
  (D) No manufacturer that applies for a certificate of title for a buyback shall fail to clearly and
  unequivocally inform the clerk of the court of common pleas to whom application for a buyback
  certificate of title for the motor vehicle is submitted that the motor vehicle for which application
  for a buyback certificate of title is being made is a buyback and that the manufacturer, its agent,
  or its authorized dealer is applying for a buyback certificate of title for the motor vehicle and not
  a certificate of title.
  I was not made aware of any of the following above nor, was I presented with the warning letter.
  I was made to believe that the vehicle was brought back and fixed and that everything was fine
  with the vehicle. I feel as though you the dealership took advantage of the situation of me the
  consumer not knowing all of the ends and outs of buying a new vehicle.
  So, rather than explaining to me what exactly I was buying the dealership/salesman used
  “jargon” to explain what I was buying.
  Therefore at this point I should be fully reimbursed for all money put into the deal of this truck.

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a $500 deposit down on a vehicle that was in transit. The vehicle was delayed, so I found a different vehicle to purchase. The dealer refused to mail my deposit back because I paid in cash. They said I needed to come pick it up in person because they have a “cash deposit refund policy”. After going back and forth with The salesman for over a week, I asked The salesman to have the check ready that my daughter was coming to pick it up. She drove an hour to the dealer to get the check and it wasn’t ready. They told her it would be an hour to get it ready for her and she would have to wait. She had to leave because she was going to work. At this point I still do not have my refund returned to me.

  

  Business Response

  Date: 07/11/2022

  We explained to Mr. ******* when the sales department takes a refundable deposit from a customer “in person” it is our practice that the customer brings in the receipt so that the office knows we are giving the refund to the proper customer. We apologized to him that when some one came in to pick up the check the check signer was out but would be back in a little bit. We had the check signed within the hour of them being on site and put it in the mail.  We overnighted the check and the customer received it the next day. 

  Customer Answer

  Date: 07/11/2022

  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.