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:06/16/2025

  Type:Sales and Advertising 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 am rejecting this response because:no where anywhere until this morning did it say anything about qualifying for anything either on there site or the 3rd party they suggested. Also the 3 party has to get there information from somewhere…..

  site said msrp $68,136 save $16,235 as shown in attachment.

  false advertising!!! I know they will NOT HONOR the price that was shown. Just hoping someone else is not misled by the advertising practices. 
  

  
  

  

  Business Response

  Date: 06/17/2025

  This is also a third party site showing a different price than OUR Serpentini website price of 54,400 with qualifying rebates and incentives. All are subject to change and guest's that live out of state may have different incentives than Ohio customers have .. 

  This Chevrolet Silverado 1500 has many features and is well equipped including, 10-Speed Automatic, 4WD, Jet Black Leather.
  
  20 year 200,000 mile warranty on MOST new cars
  
  DISCLAIMER: --- PLEASE READ---
  
  Sales Tax, License fees, Documentary Fee and finance charges are in addition to the advertised price. Final price may differ based on program eligibility and residency requirements. Some rebates and discounts may not be eligible with special finance or GM finance promotions. Some vehicles require financing with General Motors Financial. You may contact a Serpentini Sales Associate for further details prior to your visit or to confirm with us any details that may affect pricing or terms important to your purchase. ***OUT OF STATE RESIDENTS ARE RESPONSIBLE FOR THE PASSING/FAILING OF OTHER STATES INSPECTIONS. WE HAVE NO KNOWLEDGE OF OTHER STATES INSPECTION REQUIREMENTS. **** Also - we have the ability to get all parts and accessories. For example: Bed liners - Assist steps - running boards - sun roofs - moon roofs - lights and lighting - wheels - remote start - Keyless entry - leather - heated seats , etc. Compare our warranties to our competitors Ganley, Laria, Medina auto mall, Brunswick auto mart.

   

  

  Business Response

  Date: 06/17/2025

  That is truly not the case, we have explained everything in our pricing and how it works. Sorry for the inconvenience and the fact we cant resolve the issue for them! 

  Customer Answer

  Date: 06/17/2025

   I am rejecting this response because: the proof is in there advertising!!! Ohio should look into this further! 
  there web site shows the price now at 54000 +- and they het me with $58000??!!!

  that alone shows a discrepancy!!! 
  
  

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased a vehicle in January of this year. The finance person asked if I wanted warranties and I stated no. However, 3 days later reviewing the price sheet warranties were added anyway, along with $5,000 worth of service work I was not aware of. The Manager ***** helped with that, however when it came to the warranties he walked away. I went in when I found out and the Finance Manager said he would send it to the back to take the warranties off the loan. It has been 3 months and the bank (***********) said they have not received the notice to take them off. I find out the finance manager is no longer there, the manager ***** or the Salesman *** *** it return and calls no matter how many times I call and the receptionist who answer always say they will take a message. I have called over 15 times and have gotten nothing.

  

  Business Response

  Date: 04/09/2025

  This has been taken care of!

   

  Sorry for the delay

• Initial Complaint

  Date:03/19/2025

  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.

  I was in contact with my salesman last week so someone does know about the issue 

  

  Business Response

  Date: 03/20/2025

  This is the first im learning of any issues with this customer.

  We are reaching out today with finance to resolve

   

  Thank  you

  Customer Answer

  Date: 03/24/2025

  There has been very little communication from the dealership. The salesman reached out briefly but seems nothing has been taken care of/ resolved as of today

  

  Business Response

  Date: 03/25/2025

  We have cancelled the warranty this guest is wanting the money sent to him... That isn't how it works it goes to the lender and comers off the vehicle overall payoff.

  We have done what he wanted. 

  Customer Answer

  Date: 03/25/2025

   I am rejecting this response because:
  
  
  Well one you just unbeknownst to people add stuff that does not need added. How many don’t catch it. I do understand the money can’t be refunded to me because the bank still technically owns the truck. But with the $5122 that you guys overcharged should be put on the front of the loan not the back end of the loan. If you guys want to make this right that’s what should be done 

  Customer Answer

  Date: 03/25/2025

  And when I say off the front I feel they should pay the first how ever many payment the $5122 that my salesman said I had overpaid 

• Initial Complaint

  Date:03/12/2025

  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.

   I am rejecting this response because: On 3/8/25 their Finance lady ****** said she would get the over payment signed off of $2616.00 & sent to me. Which has not happened. Told me to use the VSC warranty for the $8600 transmission repair which I had zero paperwork for as I never agreed to purchase it to begin with. So on 3/12 AFTER filing w/you & several unanswered calls & emails to them she sent PG 1 only of said contract w/my forged electronic signature. All papers I did in their building have my original signature. I turned the claim into that Warranty company which is NOT the company listed on my purchase contract. They declined the coverage as this dealer gave me a 50/50% warranty that hasn’t expired. According to pg 7 of the contract (which WiseF&I emailed me the whole contract which has ZERO signatures) theirs has to be used first. Wise F&I agent tried 5 times Friday 3/14 to get hold of them w/no response or return call to explain this to them. I also spent hours trying to locate who these contracts are actually with as what they’ve listed on my purchase contract are not who has these warranty contracts (Gap & VSC). Not 1 of these that they have has my signature on them. Then I find out from Axiom there was also a “Theft protection system guarantee” warranty they added in that is not listed ANYWHERE on my purchase contract but that is (after further investigation) where the $616 was added to the purchase price on top of the $2,000.00 not listed separately on purchase contract. I have since been able to cancel the Gap & Theft guarantee w/axiom after explained situation & it was fraud & sent copies of papers I had to them. I am currently working w/WiseF&I to cancel the VSC for fraud as well. There has been ZERO communication from this dealer after 3/13 email from Finance. No response to calls or an email response saying they WERE issuing a refund. My email response to them 3/15 includes a request for the $2616.00 overcharge + 1/2 the repair for the transmission & included the repair paperwork & why they had to cover it & that WiseF&I had tried calling to explain this to them. I have had ZERO response from them. I have since taken this to the next level & filed a claim w/the Ohio AG office based on the fraudulent, deceptive business practices, my & AAMCO technicians belief they sold a vehicle they knew had transmission issues & their unwillingness to contact me or uphold their end of their 50/50 warranty warranty to date! I’m requesting they reimburse me for the ENTIRE transmission repair of $8646.92 + $2,000.00 over charge ($616 theft has been cancelled as of 3/19). After reviewing 4 (so far)of their 7-8 Serpentini dealerships customer reviews this is a pattern of behavior from them, not a one time Oopsie, it’s Bait & Switch purchase prices, adding warranties people didn’t authorize, distraction during signing process & gaslighting (as they’re doing here saying agreed to refund where there is NOTHING in our communications saying this) & not responding to issues when people drive off the lot & cars break down in 2-3 days or they find the added warranties & inflated sales prices. So if they would like this resolved here w/BBB that’s what I’m requesting & that they Overnight a check by FedEx to the West Jordan address they have. That is the request for resolution I have asked as well w/AG office. 
  The undue emotional stress they have put on a disabled senior is unacceptable!! 
  
  
  
  like an idiot, being trusting that it was right. Haven’t done this in 20 yrs & I’m 66 & to trusting I guess & excited to get a newer truck finally. I’m not sure now if distraction was planned?? Driving back to Utah 3/1, I look at paperwork & see price is wrong, $3K warranty & Gap ins added, no carfax or warranty paperwork. They’re closed so can’t call. 3/2 trans overheats & gears jerk, barely get back to Utah. I text ***** let him know issues, says maybe price is flushings included which I said NO you said you’d throw that in. Have left mess/emails daily to finance & *****. 3/3 said he’d give all info to Finance lady & she’d get to me when reviews it & has time. Sat 3/8/25 get call from ******, gave her info & says she will get it “signed off” and have the price difference $2616 sent to me & email all the warranty etc info to me so I’m not out $8600 for the transmission rebuild happening NOW. It’s now 5 days later & nothing. I’ve left more messages, emails w/internet ad, tranny damage pics included & nothing, zero response.

  

  Business Response

  Date: 03/20/2025

  We have tried to resolve this complaint a few times 

  Thought it was resolved with thew $2000 refund now she is wanting more 

   

  We are at $2000 to resolve and feel that is more than far as we agreed on this before she got you involved

   

  Thank you

  

  Business Response

  Date: 04/17/2025

  We are aware of this situation

  The price was 22999 then she asked for more service to be performed, she spoke to our sales rep and advised the cost and price would go up to 24,999 she agreed to the new sale price.

  Flew in from Scappoosse Or to drive this truck back home 1 day and 11hr drive time 

  She signed every paper with Our finance manager reviewing and signing every form. With sale price and warranty she bought at the time of sale.

  Sale price also included Theft insurance  she also signed for. Bringing the sale price to a total of $25,611.00 that she also signed for after reviewing with our Finance dept. 

  Once she went home she decided she didn't want the warranty and theft once she talked to Finance dept we agreed to cancel those products being theft warranty and gap coverage. 

  We did cancel and that money goes back to finance company. 

  We verbally agreed to buy the truck for full price of 25,611 and pay for shipping. 

  We are trying to make this as easy as we can. 

   

• Initial Complaint

  Date:02/25/2025

  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.

   I am rejecting this response because:
  Thanks for your response. This is exactly my complaint. The service advisor **** obviously didn’t document the misinformation he gave me. He did in fact tell me that he had to order a new seat, then ford sent the wrong one, then they installed it. Never said it was the heating element. I did come back (or called, more than twice) because it wasn’t working and HE said it was. It wasn’t. He made me feel ridiculous saying that he could feel the seat heating up and I couldn’t. Since 2022 he has been the only person that could feel it…because it wasn’t working. He also said he called Ford with my vin and my car doesn’t have the kick lift gate.  It actually does. I told him it did and just wasn’t working right but he said no, the vin says it doesn’t have it. 
  I have taken it to 2 more repair places, a professional repair garage and a Ford dealership. Both agreed the heating element is bad and the original. 
  Not sure what **** did with my car when it was there but it wasn’t fixing it. 
  
  is working now. So that was also a lie.
  I feel Serpentini Chevrolet defrauded me, Ford and the warranty company. I have contacted Serpentini Chevrolet many times and they have not gotten back to me. I just want my seat actually repaired and not to be lied to about repairing it.

  

  Business Response

  Date: 02/20/2025

  Please send this to our Medina location. You sent it to me in Willoughby Hills.

  Thank You

  

  Business Response

  Date: 02/27/2025

  This is a little confusing. We have 2 service records for this customers vehicle. The customer came in April 8th, 2022 with a heated seat complaint. We ordered and installed a heated seat element and pad (both of which are listed on the repair order/customer receipt--- no mention of an "entire seat" being promised or replaced). Customer returned June of 2022 with the same complaint, but our technicians verified the heated seats were operating properly. This was the last time we saw the vehicle. 2 years and 8 months ago. 

   

  Not sure what else to say on this 

• Initial Complaint

  Date:11/02/2024

  Type:Sales and Advertising 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 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

  Date: 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. 

  

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:10/09/2024

  Type:Order 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 have attached our buyers order.  I have requested all the signed documents from the dealership i.e. the inspection report, warranty information, owed statement, etc.  I have requested via email and phone message.  To date, I can not get a call back or received an email response.

  

  Business Response

  Date: 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

  Date: 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

  Date:07/19/2024

  Type:Sales and Advertising 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.

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

  Date: 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

  

  Business Response

  Date: 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

  Date:04/10/2024

  Type:Sales and Advertising 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 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

  Date: 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

  Date:04/09/2024

  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.

  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.irst 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.

  

  Business Response

  Date: 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.