ComplaintsforSerpentini Chevrolet of Medina

• Initial Complaint

  11/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our daughter bought a car from Serpentini of Medina on 10/14/2024. We all looked at the car online and looked at the CARFAX report that showed no damage or major concerns, and that it had not been in any accidents. When she bought the car our daughter said it drove well and everyone was professional with her. A week ago the car was not accelerating correctly and we took it to our mechanic. Our mechanic reported to us that the engine and transmission were a total loss as there was no oil registering and that had damaged the entire system. He also told us that the muffler was not the correct one for this car and was put on incorrectly. We also found a seat belt that had been cut in the back seat and the end hidden between the seats. It took several calls to be able to speak to someone and it was the sales secretary. We asked to speak to the sales manager and they took a message. We have called repeatedly this week and left many messages and have had no reply.

  

  Business response

  11/04/2024

  We have a series of communications with the customer. This isn.t the customer. Car is here and being looked at. We will do what.s right by the customer if there is an issue. Being as this isnt the customer, this should be removed from BBB. 

  Customer response

  11/11/2024

   I am rejecting this response because: Although I am not the costumer (mother of the costumer), the complaint has not been taken care of. We returned the car on 11/2. The dealership told us that they would reply on Monday. On Monday evening we heard back that someone else was looking at the care Tuesday. We have heard no response since and have called multiple times leaving multiple messages. 
  
  
  

  

  Business response

  11/14/2024

  I believe we have decided to purchase the vehicle back after verifying the concern in our own shop.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchase a used truck. The photos seemed intentionally deceptive. When we took delivery of the truck there were dents and other damage i.e. dents that was not disclosed, body work that was not shown on the Carfax and the FLOOR WAS ROTTED THROUGH. The truck had the dealerships multi-point inspection as well as a recent undercoating by the dealership. So, the damage would have been noted during the application of the undercoating. My company is not having to replace the floor pan of the vehicle to limit safety hazards for our drivers.

  

  Business response

  10/11/2024

  Im sure this was an AS-IS vehicle and the customer signed off on this multiple times. I will dive in and investigate, as well as see if we can find a resolution and reach out.

  

  Business response

  10/15/2024

  Just watched video that was sent to the customer to the best of our ability. Also reviewed the AS-IS documents. We covered everything to the best of our ability.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made an appt at this dealership on 7-8-2024 @ 7:30 pm. I get there and as a ******* said to ask for *****, sales manager. An.salesmen that I didn't ask for or want got me and refused to let me speak with *****, said thats not how things work. This salesman was very rude, unprofessional. So as we are getting ready to leave, ***** comes out to the parking lot, speaks with me, pulls my credit, says my credit is good. Says he will get ahold of me the next day. Since that day he has refuses to call me back, has blown me off. So, I drive 1 hour and 40 minutes to buy a vehicle, only to get a in inquirey and negative hits on my credit report, no car, just a bad all around shitty dealing with this dealership. I repeat, I've tried calling multiple times *****, and anyone refuses to call me back. I advise no one to attempt to buy a vehicle from them.

  

  Business response

  07/24/2024

  We are going to dive into this and have ***** reach out ASAP. Not sure where the breakdown was here. But there seems to maybe be more to this story. If the customer doesn't hear from ***** today, please reach out to ***** ******** at ***************************** and I will 100% make sure this is handled.  Thank you

  Customer response

  07/24/2024

  ***** ******** said he'd call me today. 

   

  That never happened.

   

  I tried calling two separate dealerships to speak with him, he refused to take me call.

  

  Business response

  07/26/2024

  I will not be calling, But a Manager did reach out yesterday with no response. we will reach out again.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 Chevy Malibu from them in December. I was originally upcharged hundreds of dollars for the service that was already said to have been done on my vehicle. It had been clunking and the stabilization had been poor since I’ve gotten it. After fighting with them for months insisting something was wrong, service diagnosed and replaced the control arms. They had told me that the control arms had been in the vehicle since it was made in 2019. They charged me again for these control arms. I went home and reviewed my contract as see that I was indeed originally charged for the control arms, despite them never actually replacing them in the first place. I have been trying to settle this with the dealership but been fighting it for months. They will not answer my calls, emails, or return calls when promised. I believe I’m due for the original charge of my control arms back since the second replacement was covered under warranty aside from the service fee. They lied to me and broke our legal contract and are now impossible to reach.

  

  Business response

  04/13/2024

  Sounds to me like we communicated and explained things VERY poorly. Thats on us. We will 100% refund this customer 750.00 and use this as a training opportunity. Our apologies.

   

  Thank you!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second BBB report . I let the previous case closed off of good faith that it wouldn’t be anymore problems. I got this car in August 2023 and gave them $3000 down. It’s been problems with this car sense the second day I had it. There was issues with the head gasket, took me a week to get roadside and I sent the car in . It took over a month they ended up replacing the whole head gasket. Almost 2 months later the engine made a loud noise one morning. The engine was leaking oil bad. I sent it in, I was back on the bus for a while and taking Ubers, they gave me a loaner and it took about 2 months to fix. They replaced the whole engine Another month and a half later, I start the car and the engine started running louder than usual. I didn’t get it checked out this time I just sent it in. They had the car for about a month, called me and said it was the engine mount and it’s fixed. I went up to the dealership to check it out and it still wasn’t fixed. This was my first time getting a car off a lot , I’ve been patient enough but I’m very dissatisfied . I haven’t had the car a full 90 days without it being a problem. I’ve been on the bus and in loaners multiple times. At this point I would just like my money back from the down payments and note payments. I haven’t had a late payment once and I’m just tired of this.

  Customer response

  04/09/2024

  More additional info: The car is a Mercedes Benz c300 , sold to me at 73,407 miles on it . The pictures shown is the original head gasket that was inside the car. Had bad fluid in it. Check engine light came on the second day after purchase. All work had been engine related . Replaced head gasket the first fix . A replaced engine the second fix. And the third is an unknown issue after thought to be an engine mount. Car continues making croaking noises and engine runs louder.

  

  Business response

  04/13/2024

  We completely understand the frustration here. It certainly isnt fun to deal with. we are going to dive into this and come up with a plan that makes sense to get this resolved once and for all. One of our Manager will be reaching out by end of business Monday.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on November 22 2023 i purchased a car...2014 ***** pilot...from serpentini chevy of medina...i paid 18,700 for the car and it came with a 90 day 3000 mile drivetrain warranty....on February 1st 2024 i went to start my car to come home from work and it made a awful sound and shut off..i then tried to restart and it did nothing at all...i had it towed to a mechanics shop and they said the motor was seized up...having the warranty i then paid another towing bill to have it towed to medina serpentini where i bought the car...they looked at it and said same as other mechanic...but...they said because 1 month earlier i had timing belt replaced...routine for *****s at 100,000 miles that they wasn't going to honor my warranty...i then had to have it towed back to the other mechanic shop where i told him what they said...and he told me they are liars...no car can go over 1500 miles if timing is out...i then tried to resolve issue with car lot ...and the other mechanic invited them to his shop to show them how the timing was off...and he is a certified ***** mechanic...but they refused and stopped taking my calls or answering my emails....I've since had to replace the motor and pay for it myself...the mechanic that was helping me did the job...and its perfect....but I'm out allot of money and i should have had a warranty...these people are the most dishonest and repulsive people i have ever met.......god help them....so dishonest...sold me a car that had bad motor...and they knew it...

  

  Business response

  03/03/2024

  There was MAJOR work performed on this vehicle very shortly before this failure. Asking Serpentini to cover this isn't realistic. Naturally the Mechanic who performed the work would tell you were liars, otherwise they would have to accept some responsibility for this. So how are we the bad guys here? That doesn't seem fair at all.  You had no issues with this vehicle AT ALL until after that work was performed. Yet were the bad guys? Whjy arent you going after that mechanic for the engine?

  It seem an awful lot like you simply are coming after the "big bad dealer" instead of the mechanic who had your engine apart and working on it DIRECTLY before this failure. 

   

  We will not be offering anything here. We wish you the best. But we certainly would recommend taking a harder look at the folks who work on your car, especially if they claim to be certified ***** dealers and the engine seizes up right after they work on it....... Seems fishy!

  Customer response

  03/04/2024

   I am rejecting this response because:
  
  There was no major work done...he replaced timing belt...all that requires is removal of a front cover....and it wasn't just done...it was done almost a month before the engine failure...and your sales person new i was having it done when i bought the car and she said, yes that's fine to have your mechanic do it because your cost was outrages.....and again...he is certified...and i sent emails and phone calls. All unanswered. And he invited you to bring your mechanic down and show them how the timing was off.  And again no reply...it seems you are the people that are at fault here....your mechanic must not be certified if he would not even prove to everyone that it was because of the work my mechanic did...also...he's almost 40 year professional and certified...and everyone knows as well as myself that a car will not run for almost a month and close to 1500 miles if timing is off.......after all the complaints I've read on this BBB site, i see who I'm dealing with now...and i am taking this matter much further....i have documented proof of everything I've stated...and i will have my lawyer involved from this point further.... 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to have my vehicle checked out and was told they had a spot available for in the morning. I dropped the vehicle off at 8:00 AM. Hadn't heard anything all afternoon then called at 2:22 PM. I was told they were just getting my vehicle back there and would call me as soon as they figured out the issue. After a couple hours of not hearing anything from them I decided to call them at 5:31 PM. I was told it was my thermostat, but I wouldn't be able to pick it up because it hadn't been fixed. I wasn't able to even get my vehicle until the next day after they worked on it. I asked how it hasn't been fixed after it's been down there all day. Their response was that since I wasn't waiting on the vehicle, I had a "lower priority." I then asked what the point was of telling me there was a spot open if they'd continuously moved my spot to the end. Also to add insult to injury they didn't even wash the damn thing although my fiancés vehicle gets washed every time its serviced there. SO RUDE.

  

  Business response

  02/21/2024

  Sounds like we certainly dropped the ball here with communication. No excuses, we should have explained things up front and then we should have given updates throughout the process as well.

  Please reach out to our service manager Rhonda for your next service visit for an oil change and rotate, it will be complimentary.

   

  Thanks

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a car from Serpentini Chevrolet of Medina on 08/18/2023 and neither the bank (Capitol One) , whom my loan is issued through or myself have received a title. I first noticed this issue when I tried to get plates for the vehicle on October 3rd of 2023. I’ve also found that the vin plate has been removed from the dashboard. Months have passed and still no title. The dealership has gone as far as giving me a dealer plate so that I may drive the vehicle to work as intended. I live approximately an hour from this dealership’s location and have driven to the store multiple times at their request just for them to give me very little information regarding my title. They rarely return my calls and do not return the banks calls.

  

  Business response

  02/15/2024

  Absolutely not a fun situation. We agree. We found after buying a car at an auction and having the title sent to us by the auction, that there was a title hold fomr another state. By that time Mr. ***** had already purchased the vehicle. We have been trying to get it cleared as we can not title the vehicle even into our name. We are now going after the auction as they have been no help either. We can unwind the deal no problem. the issues lies that the customer had negative equity and is expecting to just walk away. For obvious reasons thats not going to happen. We will be in touch with Mr *****, Serpentini is not doing this. Were getting the business essentially form an auction. No fun for anyone. --- we are desperately trying to get the auction to fix the issue. we will continue to do so or reach out to mt ***** with other options

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had our 2017 GMC Acadia, towed in for service Aug/23, was leaking oil under engine. I asked for an oil change with NO tire rotation. They did both. I was told the seal on the transfer case was leaking and it indeed used oil and not transmission fluid. We have an extended warranty, and was told by service person that I had a deductible and would need to pay for the labor. $1,327.62 later, I paid thinking that was the repair and labor. (I did only pay $412 after warranty) In Nov, my brakes feel rough and making noise. During the inspection, they found a handful of other maintenance repairs. We received the automated text with the details. It had a coolant and transmission flush and fill, front brakes, rear toe link, and one additional repair. Please tell me why- The coolant had to be flushed and filled when this is suppose to be done at 100k miles? The transmission flush and fill, this was just completed at the end of August? Can’t remember the other recommended repair, but it was another doesn’t need to happen until 100k miles. The Acadia has 53k miles on it. When we called *** out on the additional repairs, the estimate went from over $2500 to $1500. The transmission fluid and differential service was completed at the beginning of April (**#******). Did they not do something correctly then that lead to the repair in August? In Dec. a warning light lit for the steering assist came on. Went to the GMC dealer, needed to replace the temp. gauge. Advisor called on extended warranty the cost is $100 deductible, nothing more. Why did we pay over $100 in August? Why have your service advisors missed previous repairs? We asked to speak to you when we picked the car up in Nov, we tried calling after we had the service done, we responded negatively to the survey that was sent out and it was commented on. Still no response directly related to the experience. We have emailed a few times, now nothing, waiting for a refund check for 24 days, no response.

  

  Business response

  01/29/2024

  We 100% will get this check out tuesday. We dropped the ball and did not let accounting know to handle this. it will be done today.

  Customer response

  02/06/2024

   I am rejecting this response because: It has been 7 days and we have not received the check or heard from the business outside of the response posted here. We were told the accounting office was in ************, we live in ******. If this was made a priority we would have expected the check to have arrived by now. Disappointed. 
  
  
  

  

  Business response

  02/09/2024

  Ill dive into why this hasnt happened. I can assure you it was requested.

  Customer response

  02/12/2024

  As of today, 2/12 I did receive a check for the amount they said they would refund. It was dated the 8th, so last Thursday after I responded to their last response on the thread here. 
  While I am satisfied with the resolution, I am shocked by the fact that they took this long to resolve the issue. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 *********** for my 17 yr old. On 8/14/2023 for $11, ******. With a $500.00 deposit. We test drove the car it sounded fine I wasn't to concerned of major problems because it was a dealership and not a buy here pay here. I was wrong. This car has been at the dealership more then it has been in my driveway since purchase. The check engine light came on the first day we drove it home. Called them they was able to drive it back there with it stalling in the bay at Serpentini 3 times. They fixed "turbo charger" we pick the car up I get in it the Engine light on again. So now its a valve. They have us wait in the lobby it will take a min to fix. Drive the car home 2 days later Check engine light back on. Have it towed they found the problem we pick it up days later. For the light to come back on and the car stil stalling in traffic. Have it towed to Tallmadge Serpentini they said its the something to do with a line from the catalytic converter I believe and something else. I am over this car. I understand that we purchased a used car with 130k miles but it made no sense to buy a 17 yo a newer car. I needed her to get from point A to B and she is only driving the car in short distances. Not even 5 miles to and from school and work. My payments have been on time since purchasing this vehicle even though it has not been in my possession. I have been very nice to both dealerships but this car is a big problem. I still have left to get the oil pan leak fixed in which ***** from Serpentini said that it was still drivable with in reason. The dealership wanted $600 to fix it but I know my mechanic was gonna charge cheaper. But the car feel like its going to shut off like it was doing when we first got the vehicle. I have purchased used cars in the past this sell was very bad. The sequence of events might not be in order. I have paperwork from ******** but not from Medina. **** was working with me at the Medina location.

  

  Business response

  01/22/2024

  First, I apologize for the poor experience. While all vehicles over ******* miles are completely AS IS. I certainly dont want it breaking down on you. I am going to dive into this and see what I can find out or possibly exchange for. Completely understand the frustration.  - ************************;

*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. ↩