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:03/29/2025

  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 currently have an open case with the Attorney General's office in Ohio against Serpentini Chevrolet of Orrville because they failed to disclose to me(the buyer) of SEVERE STRUCTURAL DAMAGE to the vehicle I bought from them. Since buying the vehicle I have replaced the tow links, back struts (1st 2 paid out of pocket; we think are from the accident), torque converter(x2), many electrical issues, uneven wear of brake pads, tires & rotors, the vehicle is deprecated 100% in value ( trade in value 16,583; current worth; Loan Serpentini stuck me with:45,000.) The vehicle was Never worth the amount of money I've paid. We really started noticing more issues January; the gas pedal broke off, the radiator needs replaced, the AIR BAG DEPLOY SYSTEM, & learning that the pinched weld seems are bent (which are CRUTIAL SAFETY points) & can cause the vehicle to accordion fold if it were in an accident. ***** ******** at Serpentini refuses to admit fault, be truthful, or find a reasonable solution (his version of "leaving me whole" would actually leave me to be losing over $10,000) I traded in 2 vehicles for 1 & in which had $5000 POSITIVE equity! They have completely left me feeling used because I am a woman & the sales tactics that was used by the Sales Manager ****. I have proof of every receipt, service record, carfax, Experian Car Report, & an inspection I paid for myself at a GM dealership. I can also provide all the emails & the extra photos I've sent to/from Auto Cap & the Attorney General's office. I have uploaded the account it will allow & I have more for proof. Thank you for your time, Brittany Green

  

  Business Response

  Date: 03/31/2025

  This was an Autocaps case with the AG. We have already sent the signed carfax in which 100% of what we knew about the car was disclosed, and signed off on. We have also spoken to the customer. We offered to just go ahead and purchase the vehicle back for any amount they owe. She declined, because she wants that and us to just give her a free car. She mentioned that she felt her car was unsafe in one sentence, then in the next said she would be happy if we just paid it off and she would keep driving it. Seems there is an ulterior motive here. She also mentioned multiple times that were a multi-million dollar company. Shes very obviously after something. I will be giving this one more attempt, as her fiancé has called me and I owe him a call back today. There will be no free car, no financial gain - But I will 100% go above and beyond to make sure the customer is satisfied with the resolution. 

   

  Thanks

  Customer Answer

  Date: 04/03/2025

   I am rejecting this response because:
  
  They KNEW exactly what they were doing having the sales manager (****) do more of the talking & convincing for us to buy the car, rather then the sales person. 

  It was ANNOUNCED at auction (when Serpentini bought it) of the severe structural damage. I am simply wanting them to admit fault for selling me a vehicle that has information withheld from me & the Car Fax (it only has what is reported by the dealer).

  The vehicle was Never inspected or if it was it wasn't properly done because the pinch seams (crucial structural points)  would have been fixed accordingly.

  ***** ******** continues to degrade my concerns and quite literally dismissed me, continuing to think I want a free car. That is not the case. I want it made right since I am now in ownership of a vehicle that has been completely deprecated in value. 

  KBB states this vehicle is only worth around $16,000 (market trade-in value) my current loan pay off is around $35,000. Even if i were to refinance I have already been told at MULTIPLE DEALERSHIPS I would have a VERY HARD time finding a bank that would shoulder this much depreciation (or gap to worth) due to the damage that has NOT been DISCLOSED to me.

  It has NEVER been about a free car! And has everything to do with the dishonesty this dealership has chosen to show. I had been a loyal customer of theirs. I feel belittled, dismissed, and berated... taken advantage of even tho I have given them my business for around 10 years.

  ******* claim to leaving me "whole" would put me further in debt. I want it noted that I in fact traded in 2 vehicles to get this (with $5,000 POSITIVE EQUITY) and have now paid about $12,000 towards my $45,000 loan Serpentini put me in. 

  The Attorney General's Office still has this case OPEN and there is nothing stating I cannot report this to the BBB.

  

  Business Response

  Date: 04/03/2025

  This will be a sit down conversation to resolve it in the coming week according to the most recent conversation.

  

  Business Response

  Date: 04/11/2025

  Customer was here, we traded them out and into a new vehicle. Completely Satisfied.

• Initial Complaint

  Date:02/17/2025

  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.

  December 23 2024 I purchased a car from Serpentini I have yet to receive that vehicle they have canceled the loan but refuse to cancel the warranty and refund the cash deposit and trade in vehicle

  

  Business Response

  Date: 02/24/2025

  I believe this to be handled and done - if not. Please let me know!

• Initial Complaint

  Date:12/03/2024

  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.

  On February 19th I purchased a vehicle from this dealership, after a while of being there ***** (My Salesman) came out and said “I won’t make a lot of money off this but I want to get you in it” which should’ve been my first red flag because of how much money they knocked off last second to get it off their lot. After about a week I started having an issue where the vehicle would shift into manual randomly and at the time I was working 70-100 hours a week including weekends and I have a backup vehicle so when I finally got some time to take it in I waited about 1-2 business days and the dealership I took it to in Grand Rapids estimated a whopping $12k in repairs. Upon hearing this I immediately called serpentini and told them how unhappy I was and got them in touch with my dealership in GR and an agreement was made that they would pay for a part that was $4000 and hearing that I was happy that they were at least doing something and about after a month I had contacted my dealership to see how it was coming along and they said they actually hadn’t heard from serpentini since that day and both myself and ****** from ****** ***** imports tried to reach out multiple times to them to see what was going on and they don’t return any calls and both of us left voicemails constantly. ****** also stated that when the car went through scan he could see that serpentini scanned it and did absolutely no maintenance to it when they got it. I feel as if they thought they could get one over on me because they’re 5 hours away and knowing full well I hardly have any time to be able to drive that far to see why they aren’t returning calls after they said they would help. I feel stuck and I feel cheated out of my hard earned money. I’m left feeling unsure what to do and just wanted to see about any help if at all possible. Thank you.

  

  Business Response

  Date: 12/04/2024

  We will have someone reach out ASAP

• Initial Complaint

  Date:11/30/2024

  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.

  On 9/18/2024 I purchased a 2015 Chevy Trax I was told that the cooling sensor was bad my son who was with ask the salesman if there is any other issues we were told no. I paid cash of 8,268.00 I took the vehicle to my mechanic to have the sensor fixed and was told that the vehicle has about 6 thousand dollars worth of problems. Catalytic converter, The turbo, it leaks oil and needs a water pump and several other issues. I called serpentini. Told them what the mechanic said and was told that that their certified jam mechanics don't get paid unless they find something. So he found it hard to believe that they didn't find anything. So he asked me to drop the car off so I did. They said they would fix the catalytic converter and the oil leak. So they said they replaced the oil pan and fixed the catalytic converter. So when I picked up the car I signed a paper so they would release the car to me and I took the car back over to my mechanic and I was told that they did not fix anything. They did not replace anything. They just sprayed some kind of foam but nothing was fixed. So I called serpentini again. My son called serpentini and no answer no call back. I called again and then on November 25th I called again November 29th. I called again November 30th. I called and there wasn't. We still haven't gotten an answer so now I have a vehicle I cannot drive. I have no vehicle to drive for the winter so I am. I don't know what else to do so I hope you can help. Thank you

  

  Business Response

  Date: 12/02/2024

  I will be diving into this to find out whats going on. Our General Sales Manager **** ****** will be reaching out to help resolve this.

• Initial Complaint

  Date:11/13/2024

  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.

  We hit/grazed a deer on Sunday 11/3/2024. Our insurance company stated we had to take our car to Serpentini Auto Collision in Orrville. I drove the car to Orrville (no issues). I dropped the 2012 X5D off and talked to a gentleman about the damage. I told the individual "I plan to get the car if the insurance company will not fix it". We looked at the car together - and he pointed to areas not associated with the accident. The passenger door - some paint near the windshield and other things that have deteriorated with age. I expected them to take off the 1/4 panel / Front bumper and associated parts that were damaged. The insurance company contacted me and said that they would give us $7,200 and the car. When the insurance company told me it was totaled I was somewhat surprised. I told the insurance company that I will pick the car up. When I went to pick up the car I was shocked. 1. They removed parts of the car that I asked them not to because it was not related to the accident. Door trim - Door handles - inside door panel - Windshield trim - BMW Logo on hood - BMW decals on door. 2. They said that was the normal process - to prepare a car for paint before discussing this with the client. 3. The supervisor (******) stated (She was nice and professional) that they would not have removed all the parts if she had known. ( I feel I notified the inspector- I did not realize they were going to tear the car apart) 4. I was then contacted - but they stated they could do nothing because the car was towed away. So now, I lost a great car that I cannot replace for $9000. It was a rare BMW diesel that was in great shape. This car had sentimental value as well.

  

  Business Response

  Date: 11/14/2024

  Very common practice for us to do some tear down to make sure we are giving an accurate repair estimate to the insurance company. not sure we should do anything differently here or what exactly the customer is even requesting? We didn't total the car? Not sure how we can help here? I could be wrong, but it seems like the customer wanted us to give a less than accurate estimate to the insurance company so the car wasn't totaled. if we were to do such thing we would then be liable for WAY bigger things. 

   

  Customer Answer

  Date: 11/15/2024

   I am rejecting this response because:  Your manager stated if she would have known that I anticipated reclaiming the car after the initial inspection that they would not have disassembled and or destroyed the unrelated areas.   She also said, that if she would have known that I wanted the car that she would not have had it towed away.  In both cases I notified the inspector of my wishes and had with a positive response.  I also do not think the process was explained - Someone who has not been through this would not expect an interior door to be disassembled because the front fender was damaged.   You live in that world - to you it makes sense.  The inspector indicated that he had to remove the front fender to see if the engine was damaged - and the bumper.  That completely makes sense.   He should have let me known after I explained my desire to which acknowledged it, and the manager confirmed that if she would have known it would be a different outcome.   I am out a car that would have easily been repaired.   Sure, I get some money, but nothing close to replacing a Diesel BMW.   If you could help me find a car (including the money I received) to replace my loss that would be fair.   I am not asking for anything unreasonable.  Even with that deal, I am at a loss.  Thank you for responding.  And once again - every employee at Serpentini has been professional.  It has nothing to do with being treated bad.

   

   

  
  

  

  Business Response

  Date: 11/15/2024

  I will have a Sales Manager reach out!

  Customer Answer

  Date: 11/15/2024

  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.

• Initial Complaint

  Date:09/06/2024

  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.

  Horrible service, and sales staff. Went in and looked at a vehicle to purchase. The sales man was supposed to get back to me with the offer. No call no response reached out with in hours multiple times and no one ever called back and now the vehicle is sold and manager **** was the first to respond with a rude unprofessional gesture of well tuff its sold now, cant help ya. They lie and are incompetent and should not be thought of on your next purchase. Hopefully who bought the 2009 Canyon from Serpentini of ******** on September 6, 2024 was told about the Tranfer case problem and there was a check engine light on before they bought it

  

  Business Response

  Date: 09/10/2024

  Customer low balled us, we explained our pricing strategy and that we know it was a great deal already. It seems like it really was as someone else already bought it while he was trying to play games. Its also pretty cute how he throws a fit and explains how its a bad vehicle after he tried to buy it. Seems a little upset he didnt get his way is the real problem, not the business.

• Initial Complaint

  Date:08/28/2024

  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.

  Bought my vehicle back in May of 2023. I purchased 8 oil changes with the purchase of the vehicle.I took it in for the 4th oil change on August 16 2024. took about an hour and they said i was good to go. Pulled out of their garage after i sat there for a few min arranging things. They called my husband 17 minutes after I left their garage stating they found some oil where my vehicle was sitting, and they believe it was from my vehicle. My husband was at work so he couldn't get to his phone. So I head back to my house which is a good ***** min away. All the sudden my vehicle starts to smoke. So i find some where safe to pull off. I call Serpentini and they send someone out to take a look. There was oil all over everything under my hood as well as i drove my vehicle with NO oil. They sent another guy out to tow it back to the garage. They called the next day stating everything was fine and i can come pick it up. We left it sit there for a few days while trying to get them to make things right as they said repeatedly they would.Well, they didn't. So we go there that Monday hoping they'd come up with something in regards to make it right and feel safe getting behind the wheel as that's the family vehicle we bought to take family vacations with an drive out of state. I no longer feel like i can do so without thinking something is going to happen with the oil leak/running out of oil and the damage it probably did to my car. It's always going to be in the back of my mind . They never tore anything apart to check it over. Just a little scope test. Make it right Serpentini. I didn't bring my vehicle in like that but i left with my vehicle like that? It was your service person that made that terrible mistake so own up to it and fix it by making it right with me. I feel like my vehicle could be a lemon and I still have 6 years to pay off my loan.

  

  Business Response

  Date: 08/29/2024

  Absolutely! Thats why we towed in in and checked it. if its not broken, im not sure what you mean by "Make it right"? *****, also makes no sense as this has nothing to do with your vehicle quality. Now obviously if something were to go wrong with your vehicle within a reasonable amount of time and it was RELATED to this we would take care of it. Buit it hasnt, and wont based on us checking it. it kind of seems like "Make it right" is an attempt to gain something here or maybe Im mis understanding it? 

  We will have our service manager reach out as well.

   

  Thanks

• Initial Complaint

  Date:08/26/2024

  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.

  Bought a used vehicle in March, had it back twice before the end of April due to a vibration that sounded like running over rumble strips. First time I took it back was approx 3 weeks after purchase the next time was about 2-3 weeks later when the sound/feel was still there. Was told after taking a tech for a ride that they believed it was the truck switching from v4 to v8 and I needed to keep driving it till the check engine light turned on because the insurance purchased with the truck wouldnt let them go fishing for the issue but the needed codes from the engine light. Drove the truck for another 4 months waiting for light to kick on and it never did but the vibration got worse so I **************** and they told me no! Thats a lie, take it to the closest dealership as soon as possible and have them diagnose it. So I took it to *********** Chevrolet and they had it diagnosed within a couple hours that the torque converter had blown apart and went through the transmission, had I taken the truck sooner it would have only been the torque converter. Millersburg Chevrolet said it will be 5500$ to replace the transmission but the insurance covers 3000$. I called serpentini and they finally come back a week later with sorry we cant help because you took the truck to another dealership and have been driving it that way for 6 months even know they told me to drive it till the engine light came on. I told them that they should have caught it when it was in the shop and if they had actually checked the truck when it was at there shop for 3-4days then this wouldnt be an issue. They are not willing to even assist with the 2500$ difference from there mistake of not diagnosing it when it was in there shop and telling me that it was ok to drive.

  

  Business Response

  Date: 08/27/2024

  Were going to have our service manager reach out in an attempt to resolve this.

   

  Thanks, *****

  Customer Answer

  Date: 08/29/2024

  No one has contacted me at this time. Messaged was received that he would have someone contact me 2 days ago. Do I just hold off on reply even know it says  requires action on your part ?

  Customer Answer

  Date: 09/02/2024

   I am rejecting this response because:
  
  They have not made any attempt to contact me, I made an effort to contact them and they would not return a single phone call in the last week. 

  

  Business Response

  Date: 09/03/2024

  Just talked to the customer. The vehicle drove for 4.5 months since its last visit. A transmission that's bad doesn't do that. However we have offered him ***** towards the repair balance. HE has accepted. When the repair is done we need an invoice showing what was paid and we will get him a check

  Customer Answer

  Date: 09/03/2024

   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.

• Initial Complaint

  Date:08/13/2024

  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 found a listing for a 2022 Jeep Wrangler Sport on Auto Trader on 7/ 17. I replied and contacted someone about sending some photos of the car along with getting some more info. I talked to 2 different sales people and eventually did a virtual call with *** ********** along with my husband to fully inspect the car. He showed us in and out, under the hood and all around the car and assured us there was no problems and it was just like new. Nowhere in the description or during this conversation was it mentioned that this Jeep Wrangler did not have air conditioning. It was also stated that it would come with a new soft top. A check was mailed to the company for the full amount of the car and was held for 10 days before we could arrange delivery. I scheduled delivery and paid $750 to have this Jeep shipped to my home. Upon delivery, we immediately noticed that it was an aftermarket top and not what was original to the Jeep or listed on the CarFax. Then the next day, while we were driving, we realized it was not equipped with air conditioning. You can imagine our surprise! I have never owned a car that wasn’t equipped with air-conditioning. The Jeep was also filthy inside and out. It had barely been vacuumed. The wheels hadn’t even been cleaned, but they had been blackened. There are also wires cut under the seat from the previous owners sound system or lights that were not properly taken care of. Those were just cut and left and I’m not even sure if they’re still live. The car also has a foul smell and we believe the top was not fixed in a timely manner and it was left out in the elements. I reached out to my sales person and I’ve asked several times to speak with the general manager with no returned calls or response. This is not what I was told I was buying and it needs to be returned to Serpentini and my money returned to me. I am currently without a vehicle so I would like this matter taken care of quickly. I need to get my money so I can purchase a proper vehicle.

  

  Business Response

  Date: 08/15/2024

  We will have our General Sales Manager reach out to the customer directly to resolve any issues. Thanks

• Initial Complaint

  Date:05/20/2024

  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.

  Purchase Date 02/15/2024 $1000 down payment, 2009 Jeep Liberty and the loan amount totals $19,565.43 after down payment and trade in. When I purchased the vehicle the salesman (*** *****) assured me it was 100%. It was colder and raining so i didn't get to check things out till the next day. I found that the A/C did not work. I called Serpentini and they made me an appointment for a week to 10 days later. it takes me 1 1/2 hours to drive there. After sitting there for 4 1/2 hours they came out and told me they didn't have a tech to look at make car. They suggested i take it to a KIA dealer since it was still under warranty. I called Diel Kia in Massillon Ohio.it took another week to get it in there. they looked at it but said it would have to be left but they had no loaner car. They then called me a week later with a loaner. After 4 days they called saying it was repaired. 10 minutes after i picked it up it stopped working. Again, a week to 10 days to get a loaner. The last trip they had it for a full 30 day. Called me saying it was again repaired. A day and a half later it stopped again. Again waiting for a loaner. In 3 months i've had the car it has not in my possession for approximately 40 days. They did nothing to resolve the issue. **** from Serpentini called and said if i came up we could deal on another vehicle. I again drove 1 1l2 hours just to be told because of the negative equity on the car that they sold me they could not help me. The price was the price of a new car for a 4 year old car. 2020 KIA Soul. Vin# *****************.

  

  Business Response

  Date: 05/27/2024

  I will be diving into this tomorrow to gather all of the details. From there we can develop a plan to get this fixed once and for all or replace it potentially. We will be in touch Tuesday the 28th. 

   

  ***** ******** 

   

  

  Business Response

  Date: 05/31/2024

  Spoke and met with Customer. Issues are resolved. Customer completely happy