ComplaintsforSerpentini Chevrolet of Medina

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in December of 2022, it went back to the shop 4 times with multiple different issues. (And every time I drove an hour to the dealership to drop the car off to be fixed they told me they couldn’t give me a rental car.) It goes to voicemail every time I called and it took days to get anyone to return my calls/emails any time I tried to get something fixed. After leaving dealership, I noticed they added $2,000 onto the listing price that no one ever discussed with me. My sales person told me she would talk to sales manager and the bank I financed through to help me get out of the loan because of the headache and all the issues I was having and then eventually told me my options were either to get something else and pay $300+ more a month as a monthly payment or wait a few months until I pay the loan down a little bit and come back to try and trade it in. After that, she just stopped returning my phone calls and emails. So basically I bought this car in December 2022 and it is now October 2023 and I am now having an issue with my catalytic converter. Last time I took this car in they told me they were “done doing things for free and that’s the last time I could take it in without paying”. They sent me a gift card for my gas money after I complained about driving 45 mins to the dealership back and forth multiple times and also having no rental car. No one’s actually willing to help you/care about whether or not they sold you a bad car. So disappointing thinking I was going into a big dealership thinking they would take care of me. And after reading all the reviews, their response is “call in and ask for a manager”, well that would be great if someone would actually pick up the phone- sad, disappointed, and stuck with a car I hate.

  

  Business response

  10/06/2023

  Quite a bit missing from this story. this vehicle was purchased in December of 2022 that is correct. There were 4 minor complaints after the sale. ALL OF THEM WERE TAKEN CARE OF AT ZERO COST TO THE CUSTOMER. NONE were breakdowns. She did complain about fuel cost and no loaners, so we sent a gas card. So, to say we don't care is a bit contradictory to what actually happened and she stated happened. I also did a little home work on the complaint that no one calls back. There was a call in September, and prior to that the last call was in March.

  We are now 7 months from her last visit with no complaints or visits and something else may need repaired on her vehicle. But they do not make forever parts. There is also no predicting that something is going to go bad 9-10 months after the sale. 

  Customer has never paid for anything and was reimbursed for fuel like she said. --- We did tell her that we will no longer pay for anything as this is a used car, with used parts.

  With that said, if the customer would like us to diagnose the vehicle, and it is a catylitic converter we will cover half the cost as a good will gesture.

  She can call service to schedule a diagnosis and inform the service writer on her arrival of this agreement.

   

   

   

  Customer response

  10/06/2023

   I am rejecting this response because:
  
  See attached emails. 
  

  I did not call between those times again until September as the 4 issues I had were fixed, until a new issue has come up 6 months later. I spoke to my salesperson about being reimbursed my money and giving the car back a few weeks after I bought it and she told me she would figure out a way to get me out of the loan. I sent her multiple emails and called her multiple times with no response from her after she told me this. (Emails attatched). She completely stopped returning any of my calls or emails, as I also left multiple voice messages for her. There were multiple issues in the first couple months that were fixed. And I explained that I was sold a faulty car, used or not- no one should have to return for four different issues within 4 weeks of buying a car. And now, 9 months later, I’m having even more issues. The car is used, yes. But I purchased it with a warranty and have had multiple issues with it in the past and haven’t even owned the car for a year. 

  

  Business response

  10/09/2023

  We already took care of the customer issues close to her purchase date. At no cost. We also offered half of this repair 9 months later. We will not warranty this vehicle forever. It has a warranty that covers internal engine and transmission failure which has not occurred. We covered the prior minor issues due to it being close to her purchase date. We are no longer doing any free repairs. Half of this repair is more than fair at this point. this will be our last offer. She has had no issues in months, at some point things do break or wear out.

  Customer response

  10/10/2023

   I am rejecting this response because:
  
  Everything I just said in the previous response was ignored. I understand that parts on cars don’t last forever and aren’t covered forever. But I paid over $20k for this car- with a warranty, the car has had  previous problems whether or not they were fixed at no charge, it has a bad history of being in and out of serpentinis shop multiple times, and I was promised that the car had a MULTIPLE point inspection but yet had to bring the car back multiple times for multiple different repairs and on top of that, my sales person told me false information about figuring out a way to get me out of the loan and completely stopped responding to me after I was owed “great service”. 
  I just don’t understand how this place can’t see where I’m coming from- no one wants to buy a car for that amount of money and have constant problems since day 1 of purchasing it and not be upset over it. I bought a 20k car thinking it would have no stress or worries driving it around, used or not. I was promised good service, I was promised a multiple point inspection, and I was also told there was a way out of the car whether it was taking my car in on trade for the pay off or getting me out of the loan completely, then never heard back from my sales person again. So upsetting having so many issues with a car that has multiple problems and a place that makes thousands of dollars daily can’t help one unsatisfied customer, and cant seem to understand where I’m coming from and why this is so frustrating. I spent over 20k on something that I stress about getting from A to B, and they can’t seem to understand where I’m coming from. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2014 Mercedes c300 with a down payment of $2500 on August 5th. On august 6th the car started having major issues. The check engine light came on and the engine started rumbling. I took it to autozone and the reader said it was a misfire. After 2 weeks of trying to get it fixed by local mechanics they deemed it was an engine problem and there was nothing they could do. They sent pictures with dirt and other liquids that shouldn’t been inside the engine. My roadside assistance kicked in and I sent it back to the dealer on august 22nd. Their mechanic said I need a whole new head gasket. The vehicle has been in the dealers possession for over a month . Today is September 26th. The first 2 weeks they said they were waiting for the parts and they’ll get started right away and should be done the following weekend. The weekend passed and I was told they were waiting on a special tool , more time went by because their only mechanic was sick so I kept getting pushed back with no confirmation date, just avoided calls when I reach out to service for updates. I haven’t been offered a loaner car or a trade or anything. I Want my money back.

  

  Business response

  09/28/2023

  We completely empathize with this concern. We understand the frustration. parts and special tools sometimes slow down the repair process for sure. We completely dropped the ball on communicating with our customer. Thats on us, and needs to be corrected. We completely dropped the ball on not offering a loaner vehicle for an extanded repair. We have to be better there as well. I have coached and discussed this with our service manager, she will be in touch to get this corrected! ASAP

   

  *****

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023 I purchased a 2015 Jeep Wrangler Rubicon. I text drove it and told the salesman that I really liked the jeep however something was wrong with the front end. I was told the front end would be taken care of no problem. And was given a “we owe you”. I called a few days later to schedule the appointment. I was told the car would probably need to be there a few days, I told them I needed a car to drive so I was put on a list for a rental car. After 2 weeks I called back because I had not heard anything. They said maybe tomorrow. The next day I got a call they had a car, I got there to get it. They lost the keys to it, were laughing and joking about it. Then found another car, then proceeded to lose those keys. Finally found them and I was on my way. They called a few days later with a list of things that needed fixed, and told me one of the things they weren’t sure if they would fix because it was expensive. (This part is why I bought a rubicon. After me and my husband both called and complained we were told it would be fixed. I got it back a week and a half later and the problem was still there. I called back and was told to make an appointment. While trying to make an appointment I told them I needed a car. They said they don’t usually do that without looking at the car first, after some back and forth I got put on a list. After 2 weeks I called and was told maybe tomorrow. Next day got a call and drove up to drop it off. A few days later I got a call of more things that were wrong, and was told it was out of there dealership responsibility time frame and the warranty company denied the repairs because it has aftermarket parts. Which were on the jeep when I purchased it. I went back and forth with the service department with no success, I called multiple times to speak with the general manager with no response or call back. A few days later I got a call the warranty company was going to go ahead and fix it. I got it back Tuesday and it is still not fixed.

  

  Business response

  08/07/2023

  We are very familiar with this. We did get the extended warranty company to cover the repairs. If something is not right we will certainly take care of it. As well as get her a vehicle to drive. She can call me on my cell anytime to set that up --- 330-***-**** ***** ********. If I dont answer I will call back.

  Customer response

  08/07/2023

   I am rejecting this response because:
  
   I am aware that the warranty company has paid for the jeep repairs after I had to pay a deductible. However those repairs should have been fixed the first time the jeep was in the shop. And I should have never been charged. I also had to take the jeep back a 3rd time because it is still not fixed. It will have to go back again to be repaired. I drove an hour one way to show the mechanic what the problem was. I have been told multiple times when explaining the problem I am having with the jeep “that’s just how jeeps drive.” Thank goodness I stuck up for myself and the fact that I knew that was not true because it is dangerous to drive.  With the problems I have had and the lack of help and communication I have received since purchasing it I wish I would have never made this purchase. 
  

  

  Business response

  08/09/2023

  This is the only option. If something is wrong we need to look at it in order to fix it. We would even have it looked at by another one of our stores. We could potentially even pick it up and drop off a loaner for convenience. 

   

  Again, if something is wrong we need to check it out to determine what needs done first and foremost.

   

  *****

  Customer response

  08/10/2023

   I am rejecting this response because: 
  
  I am not sure how many times it needs to be in the shop for it to be fixed? It has been there 2 separate times, totaling over a month. And I am still having the same problem as day one. I have left multiple messages for you to call me, for the manager of the service department to call me. She was suppose to call Monday or Tuesday. I left her 2 messages Tuesday and I still have not heard anything back. I am extremely frustrated with how this is being handled. I had to drive to the dealership which is an hour away to show the mechanic what I thought was wrong. Because both times it has been overlooked. I wish that I would have never purchased my vehicle there. 
  

  

  Business response

  08/16/2023

  Hey *******, just tried calling you 2 times. No answer. Seems you're busy and couldn't answer. I completely understand. I did get your voice mail the other day. I was out of town and had no cell service. You left me a message at 11:26 on Thursday and then at 10am the very next morning complained you couldn't get a hold of me and rejected the resolution. Thats less than 24 hours? That seems to be a little unfair. 

  I am going to make one last offer here. We have another dealership a little closer to your area. Serpentini of Orrville. We can have our technicians there take a look. We have a technician there that is very familiar with Jeeps. We could even pick up and drop off for your convenience. But no matter what we have to look at it before we can do anything to help!.

  Please call my cell 330-***-**** if this makes sense and i'll make our Orrville team aware and have the service manager call you to schedule it!

   

  Thanks

   

  *****

   

  Customer response

  08/17/2023

   I am rejecting this response because:
  
  I work and have a job where I do not have access to my phone at every moment.  Which is why I can not always answer. However I do have my voicemail set up. Which I did not receive one from you. 
     I have left multiple messages with the secretary for you, as before I did not have a direct contact for you. And never heard a response. As well as multiple other people to try to get the issue resolved. 
    A little unfair? I would say selling someone a vehicle with as many problems as the one I received is a little unfair. The fact that I have had to change my work schedule to make multiple trips to the dealership to get my vehicle looked at is a little unfair. The fact that I have been trying to get this situation resolved since the day I bought this jeep and it’s still not seems a little unfair. That it has been 4 months since I purchased the vehicle and I still have the same complaint as the first day is a little unfair.
  
  There is not one last offer because the first offer that was made in writing to fix the front end of my vehicle hasn’t even been taken care of. I will not be taking my vehicle to another dealership, I will continue to bring it there so they can properly take care of the problem. I was told the technician that was currently look at it was also good with Jeeps. I am not sure how many time it needs to be looked at before it will be fixed. It has been up there over a month in total I am not sure how much more time is needed? I had to drive the jeep back up a 3rd time, on a Saturday, to speak with the mechanic personally to show him the problem. Then I was told someone would call me Monday or Tuesday and let me know what the plan would be to move forward. It took over a week for someone to finally call me back and let me know what was going on. After I had left numerous messages with different people. 
  

  

  Business response

  08/18/2023

  You certainly had missed calls from my number, which you had because you called me. You can call me back any time to schedule. Like i said we can do it at a store closer to you and pick up and deliver if needed as well.

   

  330-***-****

   

  *****

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of purchased: 09/22/22 Sales Rep: **** ***** I have bought a vehicle at the Medina dealership, and before I purchase the vehicle the sale rep advice me that they were having a 25k Warranty on Used Vehicle. But when I looked at my documents and went to my warranty section they did not applied it. And now I’m having Engine Problems and I haven’t had this Car for a year. It’s only been 10 months. The sale rep advice me that the vehicle went through a thorough inspection and that the only reason it had a engine light on was because of no catalytic converters. Im not looking for anything just want my vehicle fixed, because I bought this car for the reason that it had warranty on it.

  

  Business response

  07/24/2023

  After doing research on this, this vehicle was sold AS - IS. We also disclosed the fact that there was a performance exhaust and will not pass e check because of no catalytic converters. the car has last 10 months, that also makes it VERY obvious that there wasnt any engine issues at the time of purchase. The vehicle wouldnt have last 10 months. We were VERY upfront and clear with the customer. Were sorry to hear he has had issues with his vehicle. But no vehicle lasts forever. If he would like we will gladly perform a free diagnosis and do all repairs at our cost to help save money.

   

  But he was FULLY aware of what he was buying, it only is coming up now because he doesnt want to pay for a repair. 

   

  *****

  Customer response

  07/25/2023

   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.

  I was aware of the exhaust and that it would not pass e-check, but I had confirm with the sale lady if I had the 25k warranty on it and she said yes. I would like if you guys can do the diagnostic and repair what is needed, because I assume that all your vehicle go through a thorough inspection. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/09/2022 was the purchase of the chevy cruze. The check engine light came on the day after I bought the vehicle. I took it back to the dealership and the dealership said they fixed it, a week later it came on again took it back, and check engine light came on again. This time they kept the car for 1 month, and they said they fixed it, but it came back on 2 weeks later. Than like 2 weeks after that the engine started over heating and reached out to them again, and they said someone would be in touch no one called or anything. They car won't be fixed, this last time took it to a mechanic to get it fixed check engine light still on and also the engine is still over heating. It won't be fixed, I personal fixed a hose on the coolant system and had to do a number of things with it. I didn't even make it a year without having to put money in to it, and also having to get it fixed 5 times now and it's still not fixed. This was a horrible purchase and they wouldn't take the care back after I wanted them to the second time I had them fix it. They shouldn't be in business anymore, when I was giving my 1 star review I saw a number of people who had the same problem with the check engine light just like me. I want a refund for the car from them.

  

  Business response

  07/12/2023

  This car was purchased with 125,000 miles on it. 3 different disclaimers were signed acknowledging it was AS-IS. However out of good faith we continued to look at this vehicle and make repairs at no cost to the customer. At some point this customer must understand that cars don't last forever and things will go wrong. Otherwise it would be brand new and priced like a brand new car. We would be more than happy to take it in on trade at or near what was paid for the vehicle. So a vehicle with more warranty can be purchased or potentially a new car. Please advise

   

  Customer response

  07/13/2023

   I am rejecting this response because:
  The car didn't have 125,000 miles on it when I bought it. It had 98,000 miles on it and a 90 day 3,000 mile warranty on the car when I bought it. The day after I took it off the lot, the check engine light came on. I took it in twice and they were never able to fix the car during the warranty of the car, and now they are trying to lie about it to cover themselves in the matter. I am more than angry now with the lies with this dealership. 
  
  

  

  Business response

  07/17/2023

  My apologies I was basing the miles on prior communication. Any repairs done under warranty are covered for sure. So if this is the same cause of the light. No problem. We will handle it. However there are a lot of reasons a check engine light come on. They aren't all the same. If the customer schedules an appt we will diagnose it for free. If its a different repair. It will be the customers responsibility to pay for any needed repairs. There is no forever warranty.

  Please call ************ for an appointment and we will take it from there.

  Customer response

  07/18/2023

   I am rejecting this response because:
  It was never fixed in the first place, you guys had it for over a month on a 90 day warranty, and 2 weeks later it came back on, I am not even sure what you fixed. I was told you guys were going to mail me everything you did, but never got anything. I just don't want this car anymore. I definitely don't want another car from you guys when you couldn't fix this one. If I have to, but don't want to because you are just going to sale it to someone else, and obviously you guys can't fix it but will give it back so I don't have to put up with it anymore. 

  
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At ******* miles I was told I had a bad passenger side wheel bearing replace the wheel bearing it went out the day that I got the truck back it went back in they told me that the wheel bearing caused $12,000 worth of damage to the rear end it was covered and they replaced it got the truck back sign on the dotted red line that said rear end has no warranty drove for **** miles now currently has ******* miles on the truck and the rear driver side axle seal is out call to talk to them about getting a different part for the truck which was a glow plug they sent me on the counter and talks amongst each other so I hung up call back they sent me on the counter again and said oh its this guy so Called Back and ask for a manager and lady took down my information and still have not received a call back from the general manager if I was *** Serpentini I would be ashamed of this branch and store and they are very rude and disrespectful bad for business

  

  Business response

  06/21/2023

  The customers car was repaired completely free of charge. Even though he was out of warranty AND mentioned pulling more than the maximum ability of this vehicle. Also, I (*************************** GM) have ZERO messages from this person requesting a call. He may have called But there is ZERO messages as all of our messages are emailed. Our Service Manager will reach out to the customer to see how we can assist. But no other repairs will be done free of charge. 

  Customer response

  06/23/2023

   I am rejecting this response because:
  It is sad that the general manager is making up lies when I spoke with a secretary that told me that she was going to email this individual and have him call me and still I have not received a phone call or an email from this individual Never once did I try to haul more than vehicles capability Nor did I say that I was hauling more so to be putting words in somebodys mouth is pretty ******* And then again right up the disrespectful part you put a new rear end in my vehicle correct I was told by your service manager that that rear end has a two-year warranty on it at ******* in change and miles I put **** miles on the rear end and the driver seal has went out and I was told there is no warranty by your advisor ?  I spoke with the service manager and she is attempting to solve and resolve this matter She also told me that the advisor that was working with me that I could never get a hold of during the whole Repair no longer works there due to personal problems she also told me that I called a couple handful of times that day trying to get a hold of somebody not even for the part that was wrong with my vehicle it was a part that I was trying to purchase from you guys to do business with you so Id appreciate it if you wouldnt be disrespectful to a customer as a manager because I dont know who the guy was that you had working on the truck but if hes falling asleep in his vehicle at lunchtime and nowhere to be found like I was told from your service manager is no need to take it out on me and free of charge when its because I dont know who the guy was that you had working on the truck but if hes falling asleep in his vehicle at lunchtime and nowhere to be found like I was told from your service manager is no need to take it out on me and to say no parts will be replaced free of charge when its not my fault that your tech over tightened a wheel bearing in the rear end which caused this whole problem and I spoke with your advisor and told him that I did not want to drive the vehicle to the shop and he advised me to drive it to the shop so you guys can make the repairs when I told him it would destroy the whole rear end in the truck this is a customer telling an advisor that worked at Serpentini Chevrolet
  
  

  

  Business response

  06/28/2023

  Odd part is this customer was in our building and sat down with our service manager the same day this was rejected. Mentioning everything was fine. Was going to handle the BBB complaint Now I get this? We will continue to try and work with the customer. ****** our service manager is handling this. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, June 10th I had scheduled service performed on my 2012 Buick Lacrosse to repair two slow leaks on my front tires at Serpentini in ******. At the time I dropped the car off, there were no other notable issues with the vehicle, specifically that the tire pressure monitoring system was functional and showing all valid measurements for each tire. After the service was performed and the tires were repaired, the service rep informed me that my car was showing false pressures for all four tires - 9, 19, 39, and 28 psi. They informed me that the pressures may come back to normal readings after driving the car, but that there was nothing they could do. TPMS batteries were mentioned as well, that they go bad after some time. I drove the car and approximately 8 hours later the TPMS on my vehicle went completely out and I have a “Service TPMS” message on my dash every time I start the car. My issue is that I dropped off the car with no TPMS issues, had tire leaks repaired, then the entire TPMS system fails while in Serpentini’s care. The service rep provided no possible resolution and seemed not to understand my anxiety at all about multiple false readings. I have tried 5+ times to contact the service manager at the site via phone and website form/contact request and no one has reached out to me about this issue. This isn’t right. I believe that Serpentini needs to repair my vehicle - it was brought in with no issue aside from the tire leak.

  

  Business response

  06/19/2023

  Unfortunately these things happen. We have no way of knowing who or why this went bad when it did. But that doesn't matter. We should have offered solutions, and been more responsive. For that we certainly apologize. Our service Manager will be in touch to have this vehicle inspected and to offer more than fair solutions. We will get this figured out for sure.

   

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

  General Manager

  Customer response

  06/25/2023

   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.

  My car had the TPMS system repaired at Serpentini at no charge.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2020 Nissan Rogue with 84000 miles in June 2022, the online price was just under $19000. We traded in a 2013 Dodge Dart. They first told us they can give us $1000 for trade, we were going to leave and the salesman told us he will talk to his manager. He came back and told us they will take care of the balance of the Dart which was $5500. Me and my son do not have great credit and we were told to get the online price it had to be financed through GM which we didn't qualify for and the price was $5000 more, which made the price $24000. My son gave them $7500 as a down payment. The price should have been around $17000 before the fees. They kept us there for 6 hours which I feel was a ploy to wear us down and it did. After we left we discovered they added to balance of his Dart to his new loan which increased the price of the Nissan to $29000. I tried to call several times but could never seem to reach the salesman. The Rogue was hit by a stolen vehicle on 12.11.22 at a high speed and it is in the process of being totaled out. I am very angry because the car is only valued at $18000, which was the online price. but the balance owing is just under $21000 Now my son lost his Rogue and the Dart and has no money for a down payment, which Serpentini swindled him out of.

  

  Business response

  12/17/2022

  This seems like a breakdown in communication for sure. You do not need to finance with any certain lender to get any certain price. We must have explained this poorly. We will be reaching out to review this. That being said, the trade payoff is what it is. It's worth what it's worth at the time we evaluate it. The total payoff is included in the deal, but that doesn't mean we are allowing the full payoff amount. I'm sure that was on the paperwork and reviewed with the customer. If you were here for 6 hours, i'm sure that included the time it took to do your paperwork, get the car cleaned up AND work very hard to obtain financing. There are no "tactics" of wearing people down. Simply not true. We will be in touch to iron out any mis communications and make sure everyone is happy.

  Customer response

  12/19/2022

   I am rejecting this response because: the online price for the vehicle was under $19000, like $18956 or close to it. The sales person told us they" would take the Dart off the table" his exact words. They took the Rogue off the website before we even got home. How the price of the vehicle came out $10000 more even after $7500 cash down is ridiculous.
  
  
  

  

  Business response

  12/20/2022

  Our Sales Manager will be reaching out to completely go over your paperwork. We certainly could have explained it better if there is this much confusion. We have reviewed it and want to review it with the customer as well - We will be reaching out. After we sit down and review it, we feel pretty confident it will all make sense. We certainly want it to be right.

  Customer response

  12/20/2022

   I am rejecting this response because: With this response from Serpentini- Read the second sentence
  This message originally read on 12/19/2022
  This seems like a breakdown in communication for sure. You do not need to finance with any certain lender to get any certain price. We must have explained this poorly. We will be reaching out to review this. That being said, the trade payoff is what it is. It's worth what it's worth at the time we evaluate it. The total payoff is included in the deal, but that doesn't mean we are allowing the full payoff amount. I'm sure that was on the paperwork and reviewed with the customer. If you were here for 6 hours, i'm sure that included the time it took to do your paperwork, get the car cleaned up AND work very hard to obtain financing. There are no "tactics" of wearing people down. Simply not true. We will be in touch to iron out any mis communications and make sure everyone is happy.
  
  If you go to their website under used cars and click disclosures that's where you see this- so the online price is not the true price, they never tell you the price without going through GM Financial. . 
  
  Must finance with GM Financial on all pre owned vehicles for Serpentini price.
  
  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/09/2021, I purchased a 2015 GMC Acadia from Serpentini Chevrolet of Medina **** located at **** ***** *** ******* ** *****. The VIN is *****************. I was told by the salesperson, **** *****, that the vehicle was only involved in one little fender bender but there was more than just a little fender bender listed on a recent ******. I went to **** ****** ********* ** ******* **** yesterday, 6/29/2022, to see about trading the GMC on another vehicle. They ran a ****** on the vehicle and it showed that the GMC was involved in 3 accidents and the airbags were deployed. They refused the trade. Serpentini lied to me about the accidents the GMC was actually involved in. The car has had something wrong with it since I purchased it. It's a lemon.

  

  Business response

  06/30/2022

  Were thinking there is some forgetfulness here potentially. Here is a copy of a signed ****** by the customer. Every customers signs one. ALSO, we will gladly take it on trade and at normal value. It sounds like **** ****** was trying to take advantage of them on their trade and used that as a reason. It was in an accident, and that's why we have body shops around the country. If they would like to reach out to **** to set an appointment to look at other vehicles we will gladly help. Otherwise, were not sure how we could have been more clear. Thank you.

  Customer response

  07/03/2022

   I am rejecting this response because: The car is a lemon and they did lie about the accidents. The ****** from **** ****** ********* in ******** **, states it. I want a refund of my money and it removed from my credit report. My sister said there was something fishy about the whole deal. First off, she asked me how I was able to get that kind of loan through Serpentini Chevrolet of Medina in the first place. I am living on income I receive from ****** ******** ********** *****. I am the only person on the loan paperwork. I told her that I had my friend, *** ******, go with me and he was the actual person that wanted this car but his credit was not good enough to get the car on his own. **** ***** of Serpentini of Medina said that he would combine *** ******'s income listed on his paystub and my *** income to be able to get the car but the loan had to be in my name only. *** ******** credit was not good enough to get it on his own or to be put on the loan at all. At the time the car loan was created, my income is only $794.00 a month. My sister told me that this needed to be added to the complaint because I really couldn't afford a vehicle like that on my own. I've attached a copy of what I get from ***. Apparently, Serpentini does whatever they need to do to sell a vehicle. 
  
  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were promised work on our spare vehicle free of a labor charge. This was after two and a half months of them having my 2021 Blazer. They were the cause for damage to that vehicle and as compensation for their continual shotty work they offered me work on another vehicle with no charge of labor. However, when it came time to deliver on that promise they told me there was a "miscommunication". I think not. The whole situation was a result of them. I want what I was promised by the service manager ****** and I'm honestly tired of being screwed over by them, I have the entire thing documented but there was not enough room to list all of their mistakes here.

  

  Business response

  03/07/2022

  The service manager has been in contact with the guest --- We are splitting repairs

  Customer response

  03/07/2022

   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.

*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. ↩