ComplaintsforSerpentini Chevrolet of Strongsville

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2017 **** ******** in July of 2023. At the time, I was told that the vehicle had been serviced and that the brakes and rotors had just been replaced. After a few weeks I was already back in the dealership with loudly squeaking brakes. The technician sprayed them with anti squeak spray and sent me on my way. The sound did not stop and I brought the vehicle back in. This time, the brakes and rotors were said to need replacing. I was charged over $800 even though I had a warranty with a $100 deductible. Luckily, this was reimbursed within a week. Noise began on the other brakes and a shuddering noise every time I turned left. I brought it to the dealership and they claimed that nothing was wrong. After much back and forth, I had to take it somewhere else to be serviced. The other brakes needed replaced, as well as the pads and rotors, as well as parts that were causing the noise as the wheel was turned to the left. Despite having a warranty with a $100 deductible, I paid $900. I brought my receipt to Serpentini and they said it would be under review and it would take a few weeks for any refund. That was in December and it is now May. To say that I am disappointed is an understatement. This business is a multi million dollar company and they can't fix a squeaking noise on a car I've had less than a year and they are very dismissive. I am not giving up and have contacted my attorney and the attorney general to complain about these business practices. I would like any money back that I have put into this car. I am not paying a car payment of over $700/month to drive around a car that consistently makes noises and sounds like a junker when in fact it's worth well over $20K. I will be escalating my complaints.

  Business response

  05/07/2024

  We are attempting to reach the customer to resolve. So far there has been no communication back from the customer. 

  Customer response

  05/14/2024

  [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

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 22nd my fiance and I purchased a used 2012 ***** ****** and a warranty from the Serpentini Chevy Strongsville. Prior to purchase, we got a report saying brakes were inspected by Serpentini. Over the next 25 days of use, squealing started from the tires/brakes and were getting progressively worse. Took the car to our local ***** on Ghent Road to get brakes inspected. We received a report that all but one of the calipers were seized, the rotors were measured to be under minimum spec and there was an oil leak. We called the local Serpentini in Tallmadge and they said they would not fix the vehicle, and to take it to Serpentini Strongsville, 40 minutes away. Midas told us the car was dangerous to operate and that having rotors under minimum spec is illegal to drive. We told them to go ahead with the brake repairs to make the car road worthy, which totaled around $3,500, and immediately contacted Serpentini Strongsville to tell them and to ask if they could cover the bill, especially because we have a warranty and it's been under 30 days. They said no and that this could possibly void our warranty. My concern is that Serpentini Strongsville sold us a car, illegal and dangerous to operate due to shortcutting safety standards, then will not cover the cost of repairing it and the inconvenience this caused my family since we use this car to get to work.

  Business response

  04/29/2024

  We have come to an amicable resolution to this matter with the customer directly. Thank you. 

  Customer response

  04/29/2024

  [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. They are working with the Warranty Company to help with ~$750 worth of repairs and parts, then Serpentini Chevy Strongsville is helping with ~1,600 worth of parts and repairs.
  
  Regards,
  
  ***** ********
  
  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I visited Serpentini Chevrolet of Strongsville to test drive a few vehicles as my lease was about to expire. I did fall in love with a new car however I had a concern with a bumper on my lease that was damaged and I figured I would just buy out my lease and fix my bumper. Serpentine Chevrolet of Strongsville was persistent in my leasing a new vehicle from them and that they would take care of the bumper as long as I signed a lease with them. I agreed, signed the paperwork, and drove off. About a month later I got a call from GM customer service saying I owed $500 for the bumper and it would be sent to collections. I am appalled by this as this was part of the deal of me signing a new lease with them and I would not have agreed to the deal had the bumper being handled not been a part of the deal. I explained this to the representative and she said she A few days later GM called me back and said they will adjust since I am a loyal customer and would only be required to pay $250. While I appreciate the effort from GM corporate, I do not feel this is right as Serpentini Chevrolet was supposed to handle everything about the bumper as part of our deal. We reached out to our sales/lease individual who said they would speak with a manager and get back to us. Which never happened. Serpentini Chevrolet said what I wanted to hear and tricked me into a new lease under the disguise a minor bumper issue would be handled and I could pull off in a new car, however, they did not honor their agreement.

  Business response

  04/11/2024

  After reviewing all of the details of the transaction, we will be happy to reimburse the customer the bill they received from General Motors. We cannot pay General Motors directly, but will absolutely reimburse the customer for the $500 charge they received. if the customer can please forward a copy of the bill sent to them from GM, we will send them a check to cover that bill. We hope this satisfies the consumer. 

  Customer response

  04/11/2024

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

  Business response

  05/14/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  I've spoken with ***** from the business. he stated that 10 days ago he spoke to the consumer. He reminded her that before the complaint was filed, she was made aware there would be a fee incurred for the service. In an effort to resolve this matter, they are willing to refund her $250. Once she confirms with the BBB that she is satisfied with this resolution, they will issue a check. The business has made several attempts by phone to confirm if this was satisfactory with the consumer but has had no response. 

  Customer response

  05/15/2024

  [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

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Dear BBB Representitive, I am an 80+ year old man.  On March 1, 2024, I traded in my **** ***** **** ** for a **** ***** **** ******* model at Serpentini Chevrolet of  Strongsville.  I told the salesman, David Maddaluno, that I was planning to pay the cash difference between the trade-in value of my car and the purchase price of the 2018 Chevy Volt. I, at no time, said that Wanted to finance it.  ** ********* then took me back to the Finance Manager, *** ******* ******. As *** ****** was rapidly taking me through all the paperwork, it became obvious that he was writing up the transaction for financing.  I mentioned again, several times, that I was not interested in financing, but *** ****** was persistent in coercing me to believe that it was in my best interest to finance the balance due. He repeatedly assured me that there was no prepayment penalty and that I could simply pay off the balance with my first loan payment. This turned out not to be the case. As I have now learned, that if I want to get out of the loan, I need to pay the total Finance Charge. This equates to the principal of the loan in the amount of $15,005.96 and all interest due over the five-year term of the loan in the amount of $4,363.84.  *** ****** conveniently omitted this material fact in all his assurances to me.  I believe that Serpentini Chevy of Strongsville manipulated its higher bargaining position to its advantage, coercing me into a transaction that I repeatedly said I did not want, and in doing so engaged in elder abuse.  I am asking that the loan be voided and I simply be allowed to pay the $15,005.96 cash, as I initially wanted do.

  Business response

  03/18/2024

  I spoke with the consumer today. I informed him that he is not responsible for the totality of the interest charges should he decide to pay the car in full with his 1st payment. I advised the consumer to contact the lender, GM Financial, to obtain the dollar amount required to pay the vehicle off in its entirety, as there would be interest charges on the loan since its inception. I also provided the consumer with the phone number as well, and offered any assistance I may provide to help facilitate this process. The consumer will contact me at the dealership if he needs any further assistance, which I am more than happy to provide. As of this moment, the consumer is very satisfied with this result. Please let us know what else we can do to help resolve this dispute. Thank you. 

  ***** *******

  General Sales Manager, Serpentini Chevrolet of Strongsville 

  Customer response

  03/19/2024

  [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:
  
  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that he has contacted the finance company and considers the matter resolved. He thanks the BBB for their assistance in getting this resolved. 
  
  Regards,
  
  **** ******
  
  

  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was excited to go to Bob Serpentini Chevrolet in Strongsville on 12/31/23 with my pre- approval through ******* *** **** *******. My salesman **** * was very nice in the beginning with my wife and I. I explained right from the start I was pre approved and that I didn't want Bob Serpentini Chevrolet to run my credit (hard hit), only to go through ******* *** **** ******* (****), and **** * assured my wife and I that they wouldn't run my credit because they were going to go straight through ****. **** * proceeded to take down my information like; birthdate, SS#, Driver's license #, paystub information onto his computer. I my wife and I asked **** * why is this all needed and He told us that **** will need it all . ?. He assured me it's standard process. Only 2 minutes after he walked away, my phone started alerting me from multiple credit bureaus that they, Bob Serpentini Chevrolet ran my credit with a hard hit and also ****. I worked very hard overtime to build my credit score to where it was at and now I'm stuck with a lower score and an extra hard hit to my credit for the next 2 years. BTW I didn't sign any paperwork to this point. This was and is against the law and my Attorney has assured me that His office will be contacting their legal officer and we will file a class action civil law suite against the sales and financial practices of Bob Serpentini Chevrolet of Strongsville. Under the CCRAA, a person may bring an action for a civil penalty in cases such as this with fines up to 2,500.00 To everyone reading this, it is a true reality for our protection and rights that they have violated. I just wanted to add to everyone not to trust **** * because He's a dishonest man, a wolf in sheep's clothing and should be let go when He walks in the door Tuesday morning, to bring any integrity back to Bob Serpentini Chevrolet of Strongsville.

  Business response

  01/02/2024

  I am very sorry to hear of the consumers experience here at the dealership. Upon reviewing the customer file on the date he was here, and looking through the paperwork attributed to his visit, the consumer did indeed sign a credit application with us. We do have it on file and can produce if needed. We did submit the consumers credit application to the lender of his choice, ******* *** **** *******, to utilize his pre-approval with them. This is a standard practice at dealerships when a customer comes in with a pre-approval number from ******* ***. We are required to submit a physical application to the lender for final approval based on the collateral the consumer wishes to purchase. This is also done to verify the consumers identity and guard against fraud. We cannot remove the inquiry into the customers credit report due to the fact that we submitted the application to the lender of the customers choice to obtain financing for him. The sales consultant did explain this process to the consumer as well. The consumer can contact me at anytime to discuss the matter as well. Thank you. 

  Mario *******

  General Sales Manager

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31st, I entrusted my **** ******** to Serpentini Collision Center for front bumper replacement, expecting completion by November 17th, when I paid my $750 deductible. However, upon inspection, I found an incorrect bumper, missing winch, and inoperative lights with makeshift wiring. Opting for a proper replacement on November 20th, I faced ongoing delays. The correct bumper was only ordered later, with assurances for installation by November 23rd. As of December 29th, my **** remains unrepaired, with no tracking number or confirmation despite requests for this information. After calling Serpentini Collision Center directly and being promised a callback, I've encountered persistent difficulty reaching someone. This prolonged and unsatisfactory experience is intolerable. I paid my deductible on November 17th, yet my **** remains in disrepair.

  Business response

  01/02/2024

  We are very sorry for the delay in the repairs to the customers vehicle. We have an estimated time for the new bumper, to replace the bumper that was originally authorized by the customer, later this week. Which should allow for completion of the repair in whole end of next week. We will keep the customer apprised of what the progress of his repair is over the next week. Please let us know if there is anything else we can to do satisfy the complaint. Thank you.

  Mario *******

   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company made a hard inquiry on my credit unauthorized, putting me at negative 27 points and damaging my livelihood. This is an integrity issue and I would like this corrected from the credit Bureaus.

  Business response

  10/19/2023

  On 10/12/2023, the consumer submitted an online credit application. The application was noted by our internet sales team that the customer was submitting the application as a co-signer for another applicant. I will not display that name since this customer is not listed on the complaint, and I do not want to violate that persons privacy rights. Since the application was submitted through online methods, the dealer was well within our rights to do a credit inquiry into the customers credit report on his behalf. Please let us know how we can further assist in this matter. Thank you. 

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  the contents of the business response is pure deception. The sales manager by the name of Corey coerced me to provide my personal information as a back up otherwise they would not move forward with pre qualifying my other half. He added that they would not pull my credit which was a lie. They pulled a hard inquiry without my authorization after they made it clear that this wouldn’t happen and are not taking responsibility for any of it. This was a pure scam type of tactic to force consumers into purchasing from them with no other choice because they are well aware of how damaging this can be to someone’s livelihood.

   

  Corey and his finance managers are responsible for this. They are crooks. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/19/2023 I purchased a 2013 ***** ****** from **********. I paid $12,800 for it. I was told the car had been inspected and they just received a week ago. My husband and I test drove it with the salesman **** ****** and we really liked it. Before we decided to purchase it my husband looked under the car and under the hood. He saw what looked like oil on sub frame. Bill had the car taken into service to check it out and tech told him it was oil from the oil change and cleaned it up. So we bought the car and 13 days later the stabilitrac and check engine came on and car was not running properly. I called them and I had a misfire in cylinder #2. They fixed it no charge. Now I’m having and issue with the power steering. My husband looked and the fluid is in the same place he saw it when we looked to purchase it. I took it to a mechanic and it’s the rack and pinion needs replaced. I was quoted $1432! When I bought the car it had 54k miles currently it’s at 56k. I’m upset because I’ve only had car for a little over 4 months and cannot drive it and still have to pay a car note of $278 a month! I feel that they knew about this problem and didn’t fix it before selling it. I would like to know what can be done to resolve this problem. I am now depending on someone to take and pick me up from work and I work until 2 am and have to pay them. I feel that they should fix it at no expense to me.

  Business response

  09/14/2023

  We are very sorry to hear that the customer is having issues with their 2013 Impala, bought from our dealership 5 months ago. The vehicle did go through our safety inspection prior to customer taking delivery. Nothing on the inspection report indicates there was an issue with the vehicle the customer is having now. We would like the opportunity to have the vehicle brought to our service facility so we can do our own diagnosis of the current issue so we can best advice the customer. We would offer to have the vehicle towed to our facility, at no cost to the customer, if the vehicle is unsafe to drive. We believe this is the most vital first step we can take to address the customers concern. Please let us know if the consumer is open to this option. Thank you. 

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********* *****
  
  
  
  
   

  Customer response

  09/15/2023

  When I responded yesterday I wasn’t sure as to where to submit my reason and hit the proceed button and it sent it through. I apologize. I am happy that you are willing to look at it and have it towed in. But I am am inquiring what you will do to help me get this fixed. The car had 55k when I bought it, it now has only a little over 56k. As I mentioned in my initial complaint that when we looked at it my husband saw fluid on the sub frame near the firewall and Bill had it taken to service and we were told it was oil from when they did the oil change. (Oil filter is on the front of the engine) can we negotiate some sort of deal to get it fixed.  I wasn’t expecting to buy a car and have major problems with it 5 months down the road and only have drove it less than 2000 miles. Please let me know what you will be willing to do for me. I am afraid to drive the car in fear of an accident or doing more damage to it.

  Business response

  09/16/2023

  I can totally understand your frustration with having a possible issue with your vehicle this early into your ownership experience. My chief concern is to get the vehicle to my service department so we can do an inspection first and foremost so we can isolate what the issue is. As I stated in our initial inspection, prior to the vehicle being sold, there was no evidence of a concern in the front end. We of course are here to help in any way we can, but for that process to start I need to have the vehicle inspected by one of my technicians. If you feel the vehicle is unsafe to drive, please lets us know where it is currently and we will have it towed to our facility at no cost to you. Please feel free to contact me at the dealership. My number is ************ so we can make arrangements to have it brought here. Thank you.  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  On 9/19/23, I took my vehicle to get another opinion to ***** *********. I have a written estimate of cost and exact problem. It states that rack and pinion is leaking fluid from the end seals and will need to replace rack and pinion. Quoted price of $1376 plus $90 for alignment plus tax. In my initial complaint I did not provide exact mileage. Mileage on title at time of purchase was ***** on written estimate it is *****. I have put exactly 1235 miles on car in 5 months. Average monthly mileage is 244 miles. This is why I believe that the car already had this problem when I purchased it. I stated in my earlier complaint that before we took ownership my husband saw fluid and salesman **** ****** had to taken to service before we agreed and was told that it was oil from the oil change and they cleaned it up. When I heard it start whining my husband checked power steering fluid and there was no fluid in the reservoir and fluid was on the same area as it was on 4/19/23. We were also told that this car was a new arrival and that your dealership only had it for 1 week. Previous owner probably knew of problem and decided not to put this much money into a 10 year old car and traded it in. There is no way possible that me putting such little mileage on car would cause such major damage. My concern is that you are willing to assist me on getting this problem fixed. I am willing to meet you half way. Maybe pay for parts and your service department take care of the labor. As of now I cannot drive it because I’ll only do more damage, I am relying on someone to take and pick me up from work at 2 am and making a car payment of $278 a month on a car that I cannot drive. Please let me know if we can work this out. 
  Regards,
  
  ********* *****
  
  
  
  
   

  Customer response

  09/22/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that her and the business have come to an agreement.  She considers the matter resolved. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October 2022 I sold my house at 48 second ave. berea,Ohio to the Cleveland ******. Most of the money got me a nice little house and $40k I kept to purchase a nice truck for myself. Since the ****** associate with serpentini Chevrolet I thought it was a good place to start. Searching the lot I found a Silverado for $35k. Unbeknownst to me the truck was not serviced upon return but simply put back on lot! In 11 days battery was dead, so I called and had bad time about that repair. The 2nd week of may I had oil changed and air filter, mechanic showed me the oil ,was black and smelled burned. This past Monday the waterpump blew out all over my driveway. My mechanic came over and saw what happened and showed me the radiator was full of rusty water. Truck was towed yesterday and MY mechanic is fixing everything $$$. This is not right to sell vehicles in such condition, and serpentini wont help me!

  Business response

  05/23/2023

  After speaking with *** ********** we came to a mutual understanding that we are indeed here to service any needs he might have for his vehicle. Unfortunately the vehicle was never brought into our service facility, nor were we contacted about the issue with the vehicle until after the repairs were already done. I advised the consumer to please let the dealership know if he has any further issues with the vehicle he bought from us last year so we can be of assistance to him in an way we can. I also assured the consumer the vehicle did indeed go through a multipoint inspection prior to being sold, as is our standard practice. I hope that our conversation will help but the consumer at ease and any further issues with the vehicle he will be able to contact us here so we can be of service to him, as customer service is something we pride ourselves in here at Serpentini Chevrolet.  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 6, 2022 my car was towed to Chevrolet or ********. They was supposed to put a new engine in my car and they put a new engine in it took about six months to put the engineer first of all the day before Christmas. they called and told me that they put the new engine in now when I put the new engineer I didn’t fix what I was supposed to be fixed as done on this receipt that I uploaded they claim that I owe them $9000 and also I have a warranty on my vehicle does claimant that they paid that worked at the warranty pay for it already Right now I’d have to get my car towed back to them and they are not even respond and I asked when a phone calls or anything help me please this is ridiculous. This is not fair I have to get back-and-forth to work. I have to have my child have to get back-and-forth to school

  Business response

  02/25/2023

  Serpentini Chevrolet of Strongsville was contacted by ******* **** Parma Heights on August 1, 2022 regarding *** *******s 2015 ********* **** that was purchased at ******* **** and had a **** Motor Extended warranty. ******* **** told us that the car needed an engine and they towed it to our dealership. We confirmed the diagnosis and the warranty coverage and ordered the engine. Due to supply chain issues it took until mid December to get the engine. During this time *** ****** was provided a loaner vehicle by Liberty Ford. Once we started working on the car, we found the battery needed to be replaced and other components that the warranty would not pay. Prior to completing the work we contacted her and let he know that she would be responsible for these items and her deductible for $592.36. She approved the work. We contacted her to pick up the car and she said it would be a few days. On December 29th we found the car had been towed out of our dealership and learned that the bank had repossessed the car. 

  *** ****** contacted us last week and told us she had a problem with the car and wanted us to look at it. We explained that we would absolutely stand behind the work we did but we would not look at the car until the money owed was paid. We were contacted by ******* **** in Maple Heights and they said the car was at their shop and she was again in a loaner car. There were some codes that may or may not be related to the engine. Again, we will be happy to handle any issue directly related to the repair we did, but must be paid in full. 

*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. ↩