ComplaintsforVin Devers Autohaus of Sylvania

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car in for a warranty issue and a vibration in the front end. They proceeded to tell me I needed new rotors and pads on all four of my tires. They priced the job at $3528. They also told me my two right rims are bent. I told them that I will not do that and I will pick the car up. I picked the car up and took it to two other dealers on Centeal Avenue. One told me the right rotor needs turned and it would cost $238 the other told me that they could replace the rotor and it was $400. I went with the $238 and the car is perfect. Had I not done my research they would have totally taken advantage of me. To me that is stealing. Also none of my rims are bent and all my brake pads were at 8mm. Where Vin Devers told me my brake pads where at 3mm front and 4mm on the rear.

  

  Business response

  09/05/2024

  Mr ****** is correct. Taking his car to a non authorized dealer, they have the liberty to perform repairs that we as an authorized dealer are not per Mercedes Benz standard procedures. We are not permitted to "turn" rotors. If the rotors have an issue our only course of action is replacement. "Turning" the rotors is shaving a layer off the surface which Mercedes deams unsafe and a non authorized repair facility has the ability to perform such repair. And as part of replacing the rotors Mercedes also states brake pads need replacing. If the brake pads and rotors are not replaced together the contact surface of either component is diminished which will reduce the vehicles stopping abilities.

  We apologize if this message was not relayed properly. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle and applied a $10,000 down payment which was never applied to *********** loan had to be revised, and as a result I had two loans for the same car on my credit report. It took months to deal with - and my Credit score dropped over 100 points. VinDevers cashed my check, but never applied it to my loan with ************************ I wanted to trade my car in and upgrade just 8 months after my purchase, and was told they would give my $17,000 on a ******** I spent over $30,000 on. To add, and much to my surprise, I was signed up for extended coverage I never agreed to. I have been trying to get my funds back, and so far nothing. I was told a check for $2,000 would be over-nighted, and so far nothing. This has been going on since October 2023, and its now Feb ****. The staff is rude, doesnt respond timely, and lies. People need to be aware prior to doing business with this dealership. I have been tossed around, and ignored. I am simply trying to get the refund I am ***********. I dont know why or how my $10,000 down payment wasnt applied to my loan, or why I was signed up for GAP insurance I didnt need or agree to. I cannot get straight answers, but what I do know is that my credit score went from 830 to the low 700s.

  

  Business response

  02/07/2024

  We appreciate all that ***** has mentioned and yes we had a couple opportunities that were learning lessons for our team. There is only one car loan for *****, yes we discovered the down payment was missing from her contract, once discovered we gave ***** the opportunity to receive her $10,000 down payment back or correct the contract loan with ************************ For the inconvenience we paid 2 payments plus gave ***** remote start for 3 years. In complete transparency our team when discovering the last encounter for gap and Tire & Wheel contract cancellations was not done, she was completely honest and said the team members who were helping are no longer here (probably for the reasons above) and would do everything in our power to expedite. The cancellation has been processed and the refund check has been sent out. 

  There is only one loan she was making one car payment and not two. We definitely have lessons that we have learned and are very sorry for any and all inconveniences and completely agree for her frustrations if we were on the other end we too would feel the same way which is why we have removed the team members who caused the frustrations above.  

  Customer response

  02/07/2024

   
  Complaint: 21258184
  
  I am rejecting this response because: 

  1. I was told ****** had nothing to do with finance on more than one occasion. Not only did I call, email and leave messages with ****** in Finance; I also personally visited the dealership in October to sort out the extended warranty I did not agree to. When the loan was re-worked, the credit union did not cancel the original loan, and as a result I had two loans for the same vehicle. One was the correct amount, and the other was much larger due to two facts! One, because coverage was added that I did not elect; and secondly, my deposit of $10,000 was not applied. As a result, my credit score dropped tremendously- and I am still dealing with the ramifications (my score dropped over 100 points). The other issue regarding being reimbursed for coverage I didnt agree to (GAP), and the refund of tire and wheel has been on-going for months. And this is after several attempts to sort out this situation. I have tried every method to solve this issue, but I have yet to receive a check from Vin Devers. When I finally spoke to an office manager, she was rude and told me to call her back on Monday! This isnt customer service, and being rude after all of issues Ive gone through since day one certainly didnt help matters. I wish I could say I had a positive experience. ****** was the only one helpful,  however he is gone - and its not because of my situation! So now the dealership is trying to cover its tracks. This complaint isnt about the money, rather the lack of integrity. Yes, Vin Devers was kind enough to make payments especially since I never received statements from the credit union since things werent filed correctly! While I appreciate the gesture, my credit score was seriously affected and will take up to 2 years!
  

  
  Sincerely,
  
  *************************

  

  Business response

  02/08/2024

  ***** you did not have 2 loans. Yes our team contracted your loan up front without the $10000 down payment. We realized this, called you and explained what had happened and offered you the $10k back or we would resign the contract using the $10k. You elected to use the $10k as down payment and you signed. Never once did you have 2 car payments. And for your inconvenience we sent to Directions (I delivered myself)  2 car payments and gave you 3 years of remote start at no charge. As far as your credit score. Everyone who finances or leases a vehicle with us signs a document which states your true credit score via *********** (Credit Karma is not your true credit score), your signed document is included. Your score was 749. Yes it does drop when you add debt to your credit profile and as you pay, your credit score recovers. 

  We are very sorry for any inconvenience we have caused, we appreciate you and understand your frustrations. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am paying for car insurance & bank loans on a vehicle that the dealership bought in a trade contract. While going over and correcting my address upon signing my contract, the address was still incorrect, I had to correct this on my own.

  Customer response

  12/18/2023

  [BBB Transcription via Attachment]

  On November 22, 2023 I went to Vin Devers Autohaus of Sylvania 5570 Monroe Street,
  Sylvania Ohio 43560…1-866-846-3383. I was looking at a couple of vehicles, I decided on
  buying one of the vehicles. Upon test driving, I was ready to sign the paperwork. This
  dealership does not give you copies on the spot, they send the copies to the e-mail address
  they receive. While signing the contract, I asked two questions…1. When will my old vehicle be
  paid off?, 2. When will the new loan start? I was told that my old vehicle will be paid off in about
  a week. I was told that the new loan would be established around Christmas. I then gave the
  correct address to be used. I then requested a copy of my contract and was told that it will be
  sent to the e-mail address on file. When I got home I realized that I needed a password to open
  the files. I text my sales rep. And he said he would find out on the 25 November after
  Thanksgiving. When I arrived back on the 25th, I was told that I needed to resign my contract.
  At that time I requested a copy or I would not sign. An was told by the finance representative
  that he had told me the password while signing the first time and that he would give me copies
  after signing.
  The dealership bought my old vehicle (loan) on 22nd November. I had to pay my old
  loan payment on 5th December along with receiving the new loan payment which was
  due 25th December. I also was told by the vehicle insurance company that I needed to
  keep insurance on the vehicle until the loan is paid off. I am requesting to be paid back
  the old loan payment that I paid ($700.00). The finance representative should put the
  magical code on a business card to give the customer after signing and giving hard
  copies if requested.
  Thanks,
  Mr. ******* *******

  

  Business response

  12/28/2023

  Mr. ******* would need to reach out to the bank for a refund of his payment. On 12/12 we paid his car off in person at Glass City Credit Union and he had a surplus at the credit union of over $1000 on this loan. His car was paid in full and Glass City will owe him his payment plus additional principal that was paid in full from his payoff quote that we gathered at Vin Devers when he purchased his Mercedes Benz CLA. This payoff was made timely and in the amount that we promised him at the time of the deal on 11/25/23. I am unaware of an address issue, but it would have been handled at the time of the resign. Thank you!

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I will not retract my horrible buying experience with the dealership.  I feel with better diversity & customer service training, my contract issues could have been avoided. I am requesting B.B.B close complaint #********. I would like to truly thank BBB for the service they provide.
  
  Sincerely,
  
  ******* *******

  Customer response

  03/25/2024

  
  I purchased my vehicle in November 2023 and have had issues pertaining to my loan payoff, title & tag and now vehicle manufactured warranty discrepancies. I was out of town visiting my love ones and decided to complete my first scheduled vehicle manufactured maintenance which included a oil change. I was informed by service department of the out of state dealership that Vin Devers of Sylvania filed my vehicle manufactured warranty dates incorrectly in the system. I am requesting that Vin Devers of Sylvania correct this issue due to being the original seller of the vehicle. I request that they inform me of the corrections thru BBB. Thanks you!

  Correct my vehicle manufactured warranty information in the system.
  

  

  Business response

  04/08/2024

  ****************** purchased a ********* ****************** What that means is from the original warranty start date he gets an additional 1 year of warranty over and above the (original) 4 year/50,000 mile warranty. The original warranty start date is 06/29/2023, this cannot be altered by any dealer as it is stated with the factory. His new car warranty is from 06/29/2023 through 06/28/2027 and his ********* Warranty then kicks in until 06/28/2028. These dates are concrete and have been stated from the beginning. ****************** then got the opportunity to extend the warranty end date up to 2 years if desired which originally he took advantage of on 11/22/2023 at time of delivery but then resigned on 11/25/2023 without that warranty extension. 
  

  Enclosed are the original documents that he signed with a ******** ********* Warranty Extension on 11-22-2023 then ***************** came back on 11-25-2023 and removed the Warranty Extension and those documents are also enclosed. His original warranty start date has never changed and remains the same 06-29-2023. He has warranty coverage until 06-28-2028. 
  --
  
  
  
  
  
  World class service by world class people #DeversDifference, Mit freundlichen Gren / With kind regards,
  
  
  
  
  
  
  
  *********************
  General Manager
  Audi Sylvania
  ******** Benz 
  Maybach, AMG
  Sprinter Vans

  Customer response

  04/09/2024

   
  Complaint: 20995477
  
  I am rejecting this response because: Upon getting my scheduled maintenance, the dealership stated that my start date in the system states: (start date is 6/29/28 and end date is 1/9/23. I am requesting a correction for my future scheduled maintenance at any ******** dealership.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/09/2024

  The dealer for whom you spoke to unfortunately wasn't reading their screen correctly or misspoke. I have enclosed a picture of what they would have looked at. The highlighted Pink section in the middle is the 24 month warranty extension you chose not to purchase and was cancelled. That warranty would have started 06/29/2028 and would have been good through 06/28/2030. Yes in Pink it shows an end date of 01/09/2024 because this is when the cancellation of the 24 month extension was processed by *************. This was the warranty you originally said yes to but then resigned without and has no bearing on when the original factory warranty ends nor when the Certified Preowned warranty which comes with your purchase ends. 

  Line Two: Tire and Wheel warranty which ends 11/25/2026

  Line Three: When you buy a ****************** **** it comes with 1 year warranty extension over and above the original 4 year / ****** mile warranty and that end date as stated before is 06/28/2028.

  All dates are accurate and cannot be manipulated by any dealer including Vin Devers Autohaus of Sylvania. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Vin Devers on August 25 2023. Gave the vehicle VIN, year, make, model (which they could determine this with the VIN). Gave a description of the issue with the vehicle. They scheduled an appointment to have the vehicle there September 8 2023. After paying to have the vehicle towed to their service center and waiting over the weekend. They called to state that they will not work on the vehicle because it is over 10 years old and they have not worked on it before. If this was their policy, they should have stated that BEFORE making an appointment and BEFORE I PAID to have the vehicle towed to their service center.

  

  Business response

  09/12/2023

  ******** you are 100% correct and we will address this with our team. Please give me the receipts for towing your car to our store as well as the next and I will reimburse you the amounts. The fact is our shop is so busy right now we would only disappoint you on the time it took to get to your car. I am very sorry that we didn't communicate this up front and we will do a much better job in the future.

   

  ***** *****

  General Manager

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

  Customer response

  09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: It seems you are now trying to give a different reason in this response than what I was given over the phone. You are making it seem like I had a choice. This response is more ridiculous. "We are too busy to accept any more business." How many other appointments were made this month and people were allowed to keep them?
  
  Sincerely,
  
  ******** *****

  

  Business response

  09/15/2023

  Hi ******** I appreciate your rejection, you have given us a 1 star on google, reached out to the BBB and I am explaining the truth. Our back lot is full, we are scheduling 4 weeks out for appointments. I am very sorry that my team told you to tow the car into us. My team and I have had conversations and coaching pertaining to this subject. We are far behind as it is and you would have only been more disappointed to find out how long it would take to get your car looked at. That said, give me the receipts for towing in both directions. I truly want to help.

   

   

  ***** *****

  Customer response

  09/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again you are providing a different reason here than what was provided to me over the phone. I was told that my warranty work and the factory recall work would not be performed because of the age of the vehicle by both the service advisor and the service manager. I was informed that because of the vehicles age your employees would not perform the factory warranty covered work or the factory covered recall work. I'm not sure why you are trying to back peddle and provide a different reason now. Your calls are recorded, go listen.

  Not only have I left a 1 star review and filed a complaint with the BBB; I have also filed a complaint with the attorney general and Mercedes-Benz. I'm also doing more research to see if there are any other agencies that I can report your establishment for refusing to honor the factory warranty and refusing to fix the recall. I'm also considering going to the media and hoping they have a slow news day and want to make a story of this. I'm sure Mercedes would love the positive publicity that comes from it. That's sarcasm by the way. 

  I don't have a receipt for the tow to your lot, as I was not expecting to have any issues like this to obtain and keep a receipt. I don't even remember the name of the tow company I used. I have attached the receipt to have the car towed from your establishment to another Mercedes dealership to this complaint. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle (Mercedes CLS 2015) was taken to Vin Devers on Tuesday 8/22 for routine maintenance, a quote for brakes and rotators, and an evaluation of the radio that was not producing sound. On Monday afternoon 8/28, my husband received a call that my vehicle was ready. Due to work, my husband and I were not able to pick my car up until the next morning. I received a call from the Sylvania Police Dept who were at Vin Devers due to a call that my rims had been stolen off my vehicle. Upon arrival I found my vehicle in the rear of the establishment propped up on tree stumps underneath the vehicle with no tires. My vehicle was parked in the furthest row away from the building with an entire row of Sprinter vans and RV's parked in front of my vehicle concealing it from site. Despite numerous signs that state they had 24 hour surveillance, my vehicle was deliberately parked in an area behind vans and RV's that had no surveillance. For the past 2 days I was led to believe by the service manager that they would replace my tires and rims only to receive a call this morning (by the same service manager) informing me that they are not liable and would only be willing to pay my insurance deductible. After speaking with the manager the day of the incident I learned that my car was discovered with missing wheels at approx 7 am. My husband or I never received a call from Vin Devers to inform us that my wheels were stolen. The first and only call that day was from the Police Officer who took the report. I have been to Vin Devers 3 times over the past 2 days to speak to the General Manager who has yet to return my call or meet with me. All communication has been strictly through the service manager who has been very condescending, inconsiderate, and unfriendly throughout this nightmare. I have been victimized with no remorse from the company I entrusted the care of my vehicle to.

  

  Business response

  09/01/2023

  I wish Mrs ********** would have included the video she took Tuesday morning upon her arrival. That video would clear up my teams willingness to help.

  
  I have included in this response a picture that Mrs ********** supplied and two cars down from hers parked behind the same vans is a $130,000 Mercedes AMG.
  
  It is very unfortunate that Mrs. **********’s wheels got stolen. We are very sorry for the **********’s to have to go through the situation. Yes, Our lot has video, we have light illumination on all night long, Sylvania Police drive through a few times a night. Her car was locked and keys were in a secure location inside the building. BUT our lot is not secured by fence. And no different than if her car was parked at a grocery store or a hotel we are not responsible. BUT we are more than willing to pay her deductible. 

• Initial Complaint

  09/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Took my car in for the first service which I was told was complementary and had been in the past. Received my car back and no money was collected. Was approached by ***** to buy a service contract but was never provided the contract so assumed did not qualify or he forgot. ***** called me on 8/16/22 and said contract was not signed or paid for so if I still wanted it to call and pay otherwise will be cancelled. I paid for this contract on 8/31/22. I had an unexpected event and had to sell the car urgently for a bigger car. The Audi care hotline stated the contract is refundable in the first 30 days. Considering I just paid for the contract on 8/31/2022 I wanted to receive a refund for the remaining services I pre purchased on the old car. No contract was even signed even though greater than $500 for goods/services at this point. Audicare hotline said the contract was used back in April but the contract was not even in place until August 31 when I paid for the contract. When we discussed the Audicare I had not made up my mind if I wanted to purchase the plan. I was not contacted about this until 8/16 when ***** called and said I needed to pay for the contract or it will be cancelled. I requested the contract and received on 8/22 via email then I paid on 8/31 and that is when I agreed to the Audicare contract. I was told when I bought the Audi the first service was free. The last Audi I bought was also first service free. They state the contract was used on 4/21/2022 so not refundable even though the contract was not drawn up until what they are stating a date of 4/29. A loss of $1071 is a big pill to swallow. They say it could be cancelled if within 30 days of payment and I paid on 8/31 but they are telling me the contract date on the paper is 4/29. My view is that the contract is not in effect until I agreed to the contract and paid especially for services or goods over 500. I tried to resolve the issue but they just blamed me.

  

  Business response

  09/29/2022

  ***** ****** purchased her new Q3 Aug 30 2021 at that time she was offered the opportunity to prepay her maintenance under the program "Audi Care" for $999.00 and she declined. This would have prepaid her maintenance for the next 4 intervals 10,20,30 and 40k. At the time of her first service April 20th 2022 at 10,000 miles ****** our lead Audi Service Advisor offered her the opportunity to again purchase the contract allowing her to prepay the current service that day as well as the next 3 services for the same $999 price. ****** and Mrs ****** entered into an an agreement to purchase the prepaid maintenance program. Administratively, ****** is not the creator of the contract and he should have collected the $999 plus tax at that moment to get the contract in place. He didn't, what he did do was get Mrs ******s vehicle serviced and returned to her without any payment. Once the contract was in place, ****** and our team realized that we had not received any payments for the maintenance contract that's when he started calling. 

  There are always coaching lessons when communication is lost. ****** should have collected payment in April when he sold the contract. The contract was put in place back the end of April which is why its not cancellable now. That said, the first service runs about $300 and Mrs ****** paid $1071 after tax. We can refund her $771 deducting for the first service. Thank you.

  Customer response

  09/30/2022

  
  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.
  
  Sincerely,
  
  ***** ******

*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. ↩