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:04/14/2025

  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 took my car in to be serviced December of last year, i got over 1 thousand dollars worth of work done, when trying to contact the company in regards to a problem that was suppose to be fixed that was happening again i attempt to speak with someone. I left messages several times & i was also hung up on in regards to the problem when attempting to call back no answer. All the parts that were purchased did have a year warranty i don’t want to leave a bad review for the business im just trying to get these resolved and if it can’t be resolved i would like the money back that i did spend to get these resolved work done • engine light was back on within a month of service •all dash board lights that were on before the car was serviced are back on.

  Business Response

  Date: 04/15/2025

  Tell us why here.Good Morning,
  This is Ron the Service Manager at Serpentini Chevy in Willoughby Hills and I've just been informed that your having problem with your vehicle . I 'm sorry that you haven't been able to reach us but we are more than willing to assist you. Any parts replace from a previous visit come with a 2 year warranty for parts and labor so if it is in fact the same issue then the repair would be covered by warranty. Please reach out to me so we can schedule you to come in . My email is always on and I will get back to you . 
  
  
  Thanks,
  Ron Cidor
  Service Manager
  **************************
  ************ *******

  Customer Answer

  Date: 04/15/2025

  [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  Regards,
  
  ****** *********
  
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  Date of this transaction was December 20th of 2024. Car was not in full operational condition due to repairs that needed to be done. They provided me with a list of repairs that they were scheduled to fix. I was told that it would only take a few days as they were waiting on all the parts to come in. Eventually parts were supposedly in house but the tech who would do the work quit. Work was pushed out further. I would not get my signed for vehicle until January 4th, 2025. I did speak with a manager there and she made an offer to make my first payment as I was going to simply back out the deal. I did receive a check for the first payment amount almost 10 days later. It was no communication but thru text. During my wait period there was no loaner car available so I had to drive a business vehicle I had. On 1/22/2025, I took this vehicle to **** ***** of Solon for an unrelated issue. Upon their investigation, they discovered a leak from the coolant system crossover where the thermostat is located. On 1/22/2025, I returned to Serpentini to address this issue. I asked the service rep why wasn't this addressed when my vehicle was held up. He says that the service tech said that he didn't see any leak so didn't see the need to fix anything. I was told to make an appointment to get a better look. On 1/28/2025, I was at my scheduled appointment and received a video explaining the issue and was quoted a price of $1975.87 I asked how an I paying for anything when this was on the list to be fixed. Service rep spoke with someone and he told me they would cover costs. I was then told that they needed to order the parts and I again asked if this was on the list to fix why don't you still have the parts? No real response but was told it would take 2-3 days max. As of this writing on 3/4/2025 I have not received a call about the repairs or parts being in. Also the control arm and bushings were supposedly fixed. I took the car to a shop and was told the car needed those things.

  Business Response

  Date: 03/04/2025

  We have secured the parts. We will be contacting the guest to schedule service.

• Initial Complaint

  Date:02/23/2025

  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.

  Purchased a used vehicle Jan 9th 2025, within the first few hours we started having issues with the radio, the blind spot features, and approximately one week later the thermostat went out, the battery began to swell and leak acid, the transmission started to intermittently slip. The vehicle has broke down and left my wife and kids on the side of the road twice, I've had to get it towed both times and now i found it is leaking water inside. The carpet has mold under it, the padding on the firewall has mold in it, the body harness was sitting in a pool of water on the floor board, I have electrical connectors with corroded wiring and full of water causing multiple warning lights and driveability issues. I have over $400 in parts into it so far, I've performed all the work myself as I have multiple factory, ASE, i Car certifications. Every issue has been documented with photos, videos, i have all the invoices, multiple DTC scans of the vehicle documenting the issues using General Motors OEM software. The dealer has been nearly impossible to get a hold of, rarely returning phone calls and the only solutions offered were they would pay for half of the parts and labor to fix the radio but that's it. They offered to do a traditional trade in to get me out of the car which if approved would result in me paying more money and negative equity. They've lied to me, ignored me, and caused me nothing but issues since day one of ownership on this vehicle. I would just like to return the vehicle, have my down-payment back and the money I've put towards the loan refunded. Every issue is documented in a Google drive folder with times, dates and vehicle mileage

  Business Response

  Date: 02/24/2025

  Tell us

  We have been in contact with Mr. *****. We spoke with him Wednesday regarding trading out of his vehicle. The guest said he would talk to his spouse. We also left a message to make arrangements to address the water leak on Thursday. We have offered to split the cost of the radio, but the customer declined and requested that we purchase a radio for him to install.  We purchased the radio as a good will.  He declined any additional warranty coverage.  

  Customer Answer

  Date: 02/25/2025

  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.
  

  It has taken be several weeks of daily calling to recieve any type of return call. Ive left multiple messages and yes I have been in contact with them. Their service department has lied straight to my face on more than one occasion and I declined to split half the cost of the radio due to the fact I do not have any confidence in their service department nor do I wish to do business with them. I do not want to spend anymore money with them. As for declining any further warranty work I was not offered any work under warranty so I'm not sure what they're referring to. The only work I declined is the radio installation. I asked for them to provide me with the radio screen and the right mirror glass which they refused, after a few days of back and forth they ignored my request for the mirror glass and eventually said they would supply the radio, at which point I said if they supplied it I wouldn't bother them anymore regarding those specific issues. Had I known I was sitting in a vehicle full of mold and electrical issues I wouldn't have even been concerned with the radio or the mirror glass. My largest concern with this vehicle is that it's left my wife and childeren on the side of the road twice, I've had to leave work and tow the vehicle home twice. No person with childeren is going to knowingly put them in a car with mold, a car that has consistently broken down and left them stranded. To add, the vehicle is now experiencing transmission issues with a consistent slip from 1-2 gear and intermittent slip from 2-3 gear. I contacted my finance company who told me I have two options, I could transfer the loan to another vehicle or the dealership could do a flat cancelation of the loan. When I brought these up to the dealership they ignored my request of a flat cancelation entirely and informed me they could explore the option of being traded out of it as a traditional trade in it. This would be subject to credit approval, likely more out of pocket money AND likely negative equity. I should be punished for them misrepresenting the condition of a vehicle at the time of sale. I do not wish to spend anymore money with a dealership who i have to fight to speak with someone for help, then I'm consistently ignored and lied to. I am yet again requesting a flat cancelation of the loan, I would like a refund of my down payment and the money I've put towards the loan so far so I can secure a car from a reliable dealership who isn't going to sell me a moldy, mechanically unreliable, electrical problem of a vehicle. The vehicle has been actively leaking water inside until yesterday 2/24 ive corrected the leak.  The would be receiving this in better condition than it was sold to me by purchasing it back, I do not want a traditional trade in where I'm punished financially, I do not wish to spend another dollar with this untrustworthy dealership.
  
  Regards,
  
  ***** *****
  
  
  
  
   

  Business Response

  Date: 02/28/2025

  As stated in our previous response we are open to trading the guest out of the vehicle. We still, as of 2 days ago have the radio in our parts department. We also have been in contact with the third party water repair department

  Customer Answer

  Date: 03/03/2025

  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.
  

  Doing a traditional trade in/out would be dependent upon credit approval and likely mean more out of my pocket money. In addition to this I would likely end on negative equity effectively punishing me for THEIR bad actions. I will not spend anymore money at a dealership that has lied to me, sold me a defective vehicle and will not put an ounce effort into ACTUALLY correcting the real issues at hand. They can do as they please with the radio, the radio is not subjecting my wife and kids to mold and being broke down on the side of the road. They are 100% able to take this vehicle back they just refuse and it's comical coming from a brand dealership.
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:01/20/2025

  Type:Billing 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.

  Was told the car I was buying was one price and bought it under the assumption of that price. Dealer never said anything else about increasing the price by $3000 for no reason. Seeking either a return or refund of added money.

  Business Response

  Date: 01/24/2025

  The guest did purchase a vehicle on 1/9/2025. I'm unaware of any discussions about a different price. I have attached the signed purchase agreement to show the selling price.

  Customer Answer

  Date: 01/27/2025

  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,
  
  Austin Morrissey
  
  Good Afternoon,
  
  I rejected the solution because there was no solution. The salesman told me a price of $10,500 and the paperwork show a price of $13,500. This is auto fraud. Them saying that they are unaware of the price I was told is not a solution to this. This vehicle was listed on their website as $10,500 as well.
  
  Respectfully,
  
  ****** *********
  
   

  Business Response

  Date: 01/27/2025

  I'm unsure of the conversation between the guest and the sales consultant. We price our vehicles based on market conditions. Some days prices go up, other days prices go down. Does the guest have documentation?

  Customer Answer

  Date: 01/30/2025

  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.
  
  It was a conversation, not a document. He told me $10,500 and shook my hand. I bought the car with the understanding that was the price. Adding on $3000 without telling the customer is not okay. The car was priced $10,500 on the dealership website on the same day as well.
  
  Regards,
  
  ****** *********
  
  
  
  
   

• Initial Complaint

  Date:11/25/2024

  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.

  October 24, 2024 I made an appointment with Serpentini Chevrolet. My vehicle became extremely difficult to drive. I explained to the service agent that - the vehicle made a grinding sound at start up, jumped during gear shifts, and rattled while driving. Just recently, along with the sounds, the abs, brake and traction lights were now on, along with the service engine light. A few days prior to taking it in, the vehicle refused to accelerate in drive, with no RPMs registering at all, it jerked when shifting gears. Once able I took the vehicle to the dealership, who I expected to be able to diagnose the obvious MECHANICAL causes of the glaring issues. The lights were on because of an obvious mechanical issue that needed to be addressed. I assumed that, being a dealership, they would diagnose the car and tell me what was actually wrong with it. After dropping it off on a Tuesday, No one called for several days. So I called on Friday, and had a difficult time finding the car initially, because the name on quote was not mine. In hindsight, it seemed that was not the only detail the agent left off the report. During the review of the quote, I was told the wiring needed to be replaced, the PVC system flushed and the wheels aligned. I declined the alignment, but paid for the rest of the quote. When I received the car, it did not appear anything was done to it. The sounds were still present, and all of the indicating lights were still on. Eventually, I took the car to *****, who immediately discovered that the noise and rough ride were from 2 of the 4 engine bolts shearing off and falling into the transmission shaft. So the engine is banging against the frame and there are foreign metal parts inside the transmission. Why didn't Serpentini catch something so obvious? I contacted Serpentini, and the response was "we only looked at what you told us..." Seriously. My suspicion is they did nothing at all to the vehicle and gave it back to me.

  Business Response

  Date: 11/26/2024

  Guest brought vehicle in on 10/22/2024 for a stabilitrak and power steering issue. We diagnosed and repaired the issues. We also cleaned the fuel injectors. Guest called on 11/25/2024 saying she had broken transmission bolts along with a noisey engine. Neither of these issues were addressed in October of 2024. Guest was offered a free inspection that the customer declined 

  Customer Answer

  Date: 11/29/2024

  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.
  
  

  I was told that they did not do a full inspection as I assumed they would, and instead informed me that they only inspected and only serviced what I assumed was wrong with the vehicle. That is unsatisfactory, because as a layman, how could I possibly know what caused the lights to indicate? The whole purpose was for the dealership "experts" to complete a comprehensive inspection to  find the actual causes. I should not have to give  whole list of things I think is wrong, if the service "specialist" does his/her job of actually looking a the vehicle. 

  And to be fair, I very much did tell the service attendant that the vehicle was actively making noise while driving, prior to the lights appearing. I made it very clear that there was some obvious mechanical issue that preceded the lights. and I told him what I have already had fixed. 

  I deny being offered any type of free inspection after the fact. What I was told, rather indignantly, that they stand by their service. What service?  I was also told on the phone that the engine was never examined, and I refused that service, but my records, and this recent admission, says the fuel injectors were cleaned. So which is it?  Whatever was done, the situation is not rectified, the indicator lights are still illuminated, and the drive quality is still degraded. Serpentini Service could not tell me, in the 3 days they had the vehicle, what ***** told me in the 2 hours they had it. But they charged me 100 times more... 

  Why would I want to take my vehicle back to the same place? 
  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  Date:08/09/2024

  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.

  Vehicle Purchased 8/4/2024 Father brought vehicle in transit from OH to NC. On drive down engine check light appeared about halfway. Immediately took to mini dealership upon arrival to diagnose. amount paid in full for vehicle was 14555 - amount of repair needed was over 12 thousand (see attached file). estimated trade in value was 500.00 (as done by **** **** ** ************** Know issue(s) were not disclosed by seller. Previous owner's previous service was found in the back seat following purchase including some issues that were not disclosed by seller (Serpentini). Sales representative declined any compensation following discussion as I provided needed repair items. Serpentini also declined me paying for added miles and paying for shipment back for refund of money paid.

  Business Response

  Date: 08/12/2024

  The guest purchased a car for his son in North Carolina. The vehicle he purchased was a "As Is" vehicle. The guest drove the vehicle on a demo drive prior to doing all the paperwork. The guest then drove the vehicle to his residence , approximately 45 minutes to an hour away. The next day he left for North Carolina. He called the dealership at 9:35 am saying the check engine light came on as well as the reduced power light. We explained to him that he could bring the vehicle directly to our facility so we could have a technician look over the vehicle as to why the light came on. The guest agreed to bring the vehicle to the dealership. The guest had not arrived in an hour as he was 35 minutes away when he first called. We reached back out as he hadn't arrived.  We called  the guest and did not get a response from the guest. The guest continued onto North Carolina against our recommendation. The following day, August 7th the son in North Carolina, called and texted at 4:07 pm. He texted a repair order from Flow Mini. He did purchase an As is vehicle. As a good will gesture we offered to look at the vehicle. However the guest elected to continue his drive to North Carolina potentially damaging the vehicle.

  Customer Answer

  Date: 08/12/2024

  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,
  
  *********** *****
  
  
  
  
   

• Initial Complaint

  Date:07/05/2024

  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.

  This complaint regards the ongoing delays in service for my vehicle, a 2023 Chevrolet Equinox, which was towed to your service department on June 13th, 2024. According to a representative of Chevrolet, the issue appears to be a faulty fuel pump, a known problem with this model. While it is concerning that a known issue exists, my primary concern is the significant delay in repairs and the lack of communication from your dealership. Unfortunately, due to your online system experiencing technical difficulties we have had major problems regarding updates to our vehicle. Unlike other reputable businesses, which have documented failover procedures to ensure customers aren't left stranded, your online system issues have caused significant delays and inconvenience. Further compounding the issue, my requests for a loaner car have been consistently denied due to a supposedly malfunctioning loaner system that was down from June 19th until recently (July 3rd). Why is it July 5th and yet my family still does not have a car (rental or ours) if your system is back up? Despite assurances that repairs would be completed by July 4th weekend, my repeated calls this week have yielded no updates or return calls. As a family with two young children (ages 2 and 1), the inability to use our car creates significant hardship. We also assist with transportation for both sets of grandparents, making the reliance on expensive Uber services a significant financial burden. The lack of communication, the extended repair time, and the unavailability of a loaner car during a system outage are all unacceptable. It is particularly concerning that a backup system for loaner car requests appears to be non-existent. Given the lack of progress and communication, I am now forced to file complaints with the appropriate agencies to ensure accountability. I will also be reaching out to Chevrolet even if you are privately owned. They should be aware of what your dealership is doing with their name.

  Business Response

  Date: 07/08/2024

  The parts have arrived. The vehicle will be worked on today and should be completed by today7/8/2024. GM did not authorize a rental vehicle. 

• Initial Complaint

  Date:04/26/2024

  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.

  2015 Chevrolet Silverado was purchased approximately 2 years ago financed for approxmately $30,000.00. The vehicle is now in negative equity and approximately $10,000 per KBB and in its current condition it could be worth less due to dealerships inability to properly repair the brakes. The vehicle was returned to the service department on three separate occasions after the initial submission to repair the brakes. On separate occassions the Service advisors informed me they can figure out why the brakes are squeaking on the third return. Vehicle was towed to the dealership for a power steering issue on the April 17th by Progressive Roadside assistance. Dealer reported recall on EPS -electronic power steering was completed years ago. Dealership said they looked at the brakes again and said they don't know why they are squeaking. I was called on April 19th to pick up my car the end of day. I arrived and paid the $100 warranty deductible, I went to my car and could not drive it because the power steering was not working. The service advisor went the car to move it back to the garage and I discovered the white reverse lights were continuously illuminated while moving forward and this was not like this when I dropped the vehicle was towed in for service. I had to request a rental with no guarrantee it would be covered under warranty per the service manager. On April 24 I received a call from the service advisor. He said the techs fixed the EPS but were waiting on approval from the warranty company to repair the burned out wire and melted backup lights because they need more information about how this happened. Today is Friday, April 26th, 2024 and the vehicle is still in tbeir possession and not repaired. I am requesting the dealership buyback, replace and/or exchange this vehicle with another vehicle of equal value and specs at $0 cost to me as settlement. Lemon Laws are applicable. All service records should be on file. A complaint will be filed with the FTC.

  Business Response

  Date: 05/07/2024

  complaint ID # ********

  In response to Mr. Harris,

  As far as his negative equity situation, market conditions vary and change on a daily basis. 

  Mr ****** has his vehicle and the concerns have been address. The last remaining repair to be address is the back up lights. The parts arrived today 5/7/2024 and service will be in contact with him to make the repair. 

  Ohio lemon laws apply to new car purchases

  Warm regards

  Glen ********

   

• Initial Complaint

  Date:04/08/2024

  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.

  I financed the car on 3/13/2024 my sells person told me they put the wrong gas in the car and that’s why the check engine light was on and Jamal told me they will take care of anything behind the check engine light and I said okay and drove home. The next day on 3/13/2024 I called him back because the car was making a loud noise like a ticking noise. I called them over 30 times because I kelp getting the run around and they kelp telling me somebody will call me and they finally called 3/14/2024 told me to take it to Land Rover and have somebody look at it and they will pay for it. I found rover land because all the land rovers was booked almost a month out. So I took the car that Monday on 3/18/2024 went back picked it up 3/19/2024 they told me it would cost me 1968.05 to fix my Cadillac converter so I called and told them and they said they can’t do anything because it’s a as is car. So I started to tell them they did misrepresentation and he then offer 500 dollars I said that’s not fair to me than offer 900 and I still said that’s not fair. So I tried to work with the little money I had and brought the Cadillac converter and the sensors for it and that’s when the next person said it wasn’t my Cadillac converter it was my engine lifers. So I didn’t believe them so I went to another car shop and they told me it was my engine lifters and said that will start off at 11,000 dollars. So I call the car company back they wasn’t trying to help with anything I told them they should of offered me to bring my car in to get something new and they said they can’t do that and they will have to reappraise my car and that I might be in default of my car loan.

  Business Response

  Date: 04/11/2024

  Complaint #********

  The vehicle was sold and presented as an "As is" purchase. The customer agreed and signed all the appropriate documents for an "as is" purchase. She was offered an extended vehicle service contract that she declined. The customer took delivery and afterwards had some concerns with the vehicles performance. We suggested that she bring the vehicle back to us so we could diagnose the issue at our location. The guest once again declined the offer. She did take it to a local facility in the Detroit area.  Roverland diagnosed the vehicle, stating it needed a catalytic converter. As a goodwill gesture on an "As is" purchase we agreed to pay $900.00 towards the repair.

  The customer is now stating the vehicle has another issue as the first repair seemed to be a misdiagnosis. We did offer the guest to trade in the vehicle which she declined as well.

  At this point we have met all of our obligations on an "As is" purchase

  Please see attached documents

  Warm regards

  Glen ********

  Serpentini Chevrolet Willoughby Hills

   

• Initial Complaint

  Date:02/27/2024

  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.

  A sales person gave me false and horrible advice when they said they couldn't trade in my car. Instead of telling me to continue to pay on your car to get the negative equality down, he informed me to give the car bank you the bank... A sales person should not be telling a customer who informed them that they had a balance on the car and wasn't able to trade in the car to voluntary surrender my car which is pretty a repo. And spoke to the manager tonight and pretty much told me that it was not their problem. They are also false advertising about needed used cars and how they give you a lot of money for your car even if you have a balance. Not cool to lie just to get a sale.

  Business Response

  Date: 02/28/2024

  Complaint ******* ********,

  The customer states in her grievance that she felt misled and is requesting compensation in the amount of $4000.00  

  Each guest can do a multiple of things during the purchase decision. Some of our guest's trade cars, others keep their cars and still others elect not to purchase a vehicle at all.

  I'm unable to provide data about the conversation that the above said took place. I would also be unsure if she read over a copy of her original loan agreement, as that would explain in further detail what potential outcome may occur should a loan go in default