Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 VW Atlas back in Jan 2024. Our salesman was good and made the purchasing process easy. Within a few weeks, the brakes started loudly squeaking. When bringing the vehicle in for an oil change, I mentioned this to the service advisor. I was told that all brakes were replaced when the vehicle was serviced by them before being sold to us. Told it was most likely due to moisture and nothing to worry about. I accepted this answer as I am no expert on cars. The squeaking continued and I brought the car in 2 additional times and shared this complaint each time. Assured again that the brakes were brand new and it wasn’t an issue with them. During this period of time, the Bluetooth feature also went out in my car. Took my car in for an oil change last Friday. I received the video that is provided of my car and what all needs attention. It shows I need a new battery, new filter and BRAKES! I have been told all along that the brakes were all brand new and now conveniently it was only the front that were new and it’s the back that need replaced. I explained that I understand normal wear and tear but I have been told every time that all brakes had been replaced before purchase and they weren’t the cause of the squeaking. I have had the car for 13 months and haven’t even put 10k miles on it. For the “misunderstanding” the manager did agree to discount the back brakes. After being there for 5 hours my car still wasn’t done from the oil change, battery and filter replacement. They gave me a rental at this point and I left my car overnight to be finished and have the back brakes replaced. A week later and my brakes still squeak significantly and I don’t have Bluetooth in my car which was an important feature I wanted when purchasing. Spoke to the general manager who proceeded to tell me all of this is normal wear and tear and was handled above and beyond on their part I have been lied to and mislead and now left with a car that still needs issues resolved.

  

  Business response

  02/03/2025

  The used car inspection that was done prior to the sale of the vehicle is attached for your review. An oil change and front brakes and rotors were replaced. When the customer came in for other services our service dept showed her all of her inspections that her rear brakes were wearing nice and even. She started at 6MM then the next visit they were down to 4MM and her last visit we recommended brakes at 3MM. As a goodwill gesture we offered to do her rear brakes at half price which is around $250.00.

  Customer response

  02/03/2025

   I am rejecting this response because:
  I do understand normal wear and tear. And we would have been okay with it had we not been told several times before that all of the brakes were brand new and not the issue. The bigger issue is the squeaking from the brakes that has been dismissed since shortly after purchase. It started mearly weeks after purchase and we have mentioned it several times and never gotten any answer other than it’s not an issue with the brakes, it’s from moisture. That day, we spent over 5 hours there for an oil change, battery replacement and filter change. That’s ridiculous to begin with but especially when the hold up was due to an error they made with the battery. Car was kept overnight and we had the back brakes replaced then, and while I appreciate the gesture of half off, the problem still remains…..we still have loud squeaking from the brakes. It is so loud that we can hear it in the house when one of us is pulling in or pulling out of the driveway. While I do feel we were mislead regarding the brakes, I will accept the response for that. However, we aren’t satisfied with our new purchase still having squeaking brakes and no working Bluetooth. Both issues occurring only weeks after purchase. And the fact that it is being dismissed poorly reflects on their business and the quality of their work. They should stand behind the cars they sell and want to make it right. 
  

  

  Business response

  02/04/2025

  On 2/29/24 the notes on Repair Order ******* show that the customer mentioned the brakes have started squeaking so they would like to have them looked at. The technician recommended the front and rear caliper brake service lubricating the slide pin and flush the brake system. This service shows declined. We don't show any mention of the blue tooth not working. We would be glad to inspect the blue tooth issue free of charge if the customer would like to bring it in for service. 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 12/27/24 my car was picked up by employees of this company for an oil change, when making an appointment staff asked when the vehicle needed to be returned, not only myself but my husband informed them drop off time needed to be 12pm due to me having to work at 1, not only was the vehicle not returned at 12 when called for an eta at 12:30 they informed me that someone would be coming to return the vehicle around 15 minutes after 30 minutes myself and my husband called and was informed again that it would be returned within 15minutes, after another half hour still nothing myself and my husband began to call only for the employees to pick up and hang up repeatedly, it is now after 3pm and not only am i missing out on income, Im being penalized at my job due to the lack of professionalism with this company and still have yet to receive my vehicle

  

  Business response

  01/13/2025

  We are sorry for any inconvenience it may have caused by not getting the vehicle to the customer in the time frame requested. Once the service is paid for then the drivers make their deliveries in order as the list dictates. This customers husband came into our service department and made threats to our employees and was asked to not come back in for service.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had issues with my car thinking it was electrical, I had a electrician look at my car and they told me from their diagnostic it's believed to be a (TCM)Transmission Control Module based how I explained to them how my car was preforming !! So I took it to Van Devere Chevrolet on **** ****** **** Nov.14th 2024 to have my car serviced for what I believed my issue was? As I explained to the salesman what I was told my car needed,he asked how did I know I needed a TMC ? I explained how I got the information and diagnosis telling him im not a mechanic ,so he gave a pricing & how long it would take and how he would keep me updated on the my car which he did not ? I dropped car off at 9:30 a.m. texted back at 4:10 p.m. checking on my car, He texted back im checking now ?Told me my car was ready for pick up !! A minute later the technician sent a video sayng for the life of him he didn't know why I needed a TMC but we did what the customer asked for ?? The technician said what all was done .. i came to pick up my vehicle I looked over my receipt and I started asking questions? Initially what had me checking to see what was wrong with my car is how it started performing and i explained this to the salesman telling him i cant drive over 50 mh driving with him asking was my car giving code name issues and he named 2 code based on what was said on my dashboard So he told me he would keep me updated on my car and never did so I asked what is customer service? I asked what is considered prodical for a customer being they changed all my fluids gaskets and a fee others things that I didn't ask for since they said they only fixed what I asked for and that's where it made no sense to me and how they do their customers. What I paid for my car isn't fixed. The manager **** said it's prodigal to top off fluids & replace gaskets but not a diagnose because that cost more money to do !! The charge for fluids gaskets were changed ??? I need my car fixed

  

  Business response

  12/18/2024

  *** ***** brought his vehicle in and at his request we replaced the TCM. When installing and programing the new TCM some fluids maybe lost and some gaskets need replaced.  Those items equaled $78.73. Because the customer felt he was not informed of this we deducted $100.00 from his repair. I have attached a copy of the repair order highlighting the request, parts, and deduction given.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to Vandevere Chevrolet to get a fuel injector changed. It was bad and covered under warranty. They broke two injectors and bent my fuel rail getting the one bad injector out. They tried to charge me $600 for the parts they broke. I finally gave them $250 just to get my truck back.

  

  Business response

  07/31/2024

  Our General Manager spoke with Mr. ******** on Friday July 26th and agreed to refund $200. A check for that amount was written and sent in the mail on Friday. The warranty he is referring to is the free powertrain warranty VanDevere provides to our customers who purchase a vehicle with less than 100,000 miles.  He is welcome to take it to another certified shop but the requirements are that he calls the administrator which is Warranty Forever at ************** prior to each service performed or the warranty will be voided. I have attached a copy of the contract where the customer initialed the contract as the requirements were explained at the time of his vehicle purchase.

  Customer response

  07/31/2024

   I am rejecting this response because:
  I bought from this company based on this warranty. I believe they breached the terms of the contract by causing damage to my vehicle. They also breached by asking me to pay $600 for $300 worth of parts.I have zero trust in this company. If they want to buy my truck back for full price that I paid fine if not I believe they should allow me to use my warranty at a trustworthy repair shop or dealership.Otherwise it feels like a bate and switch. Offer something then when it’s time to use it they make me pay for their incompetence. 
  
  

  

  Business response

  07/31/2024

  We have refunded $200.00 and have explained the warranty terms. We have no further response.

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2022 I received my 2017 Silverado in an exchange for my 2020 Silverado that I previous filled complaints about. After the first month or so in my new truck I started experiencing issue with the truck I would bring the truck in stating my concern and the company would tell my I have a warranty so I shouldnt worry, but as problems continue to happen it started to be an inconvenience for me I even had to reach out to the attorney general as Ive done before, now the truck is back at ********* been the since 6/18/24 with engine problems its been a week I been without vehicle this is just to much to go through paying all this money for these trucks Ive been disappointed and something has to be done.

  

  Business response

  07/11/2024

  Vehicle repairs are unpredictable but fortunately ************** purchased an extended warranty and his repair is covered by the warranty company with the exception of the $100 deductible. We are sorry for the inconvenience but are doing our best to get the vehicle repaired as soon as possible.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/12 I had corresponded ***** (Sales Manager) over phone and text in reference to a 2109 Chevrolet Corvette. Ultimately I was asked to place a $1000.00 security deposit whic I did. On 6/13 I called ***** to inform him I had decided not to move forward for multiple reasons, one being that the vehicle's rear end had previous damage which although had been repaired was unacceptable! Researching consumer protection laws in Ohio I called ***** to inform that I had decided to go in a different direction and like a typical salesperson he attempted to sway me with many options which I rejected. Stating that he was "new" to that type of situation he "would need to speak with finance." To this day I have yet to recieve any contact from this dealership! I will tell you this is only the first step in getting the finance dept to comply, because if not I will move on to the to not only the Missouri Attorney General's Office but Ohio's as well, which perhaps know me on a first name basis!

  

  Business response

  06/18/2024

  A refund was done today on the customers credit card. We are sorry for the inconvenience. 

  Customer response

  06/18/2024

   I am rejecting this response because: Unfortunately I do not see a “refund today”when looking at my checking acct balance! Please inform me when I can expect what you claim!  FYI, I have filed a consumer complaint with the Ohio Attorney General’s Office to get as much visibility on this matter, therefore your cooperation is greatly appreciated!
  
  
  

  

  Business response

  06/18/2024

  Attached is a copy of the refund transaction. Most refunds take 24-48 hours to post to the customers accounts. That is not something VanDevere has any control over. 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appropriate your prompt cooperation with this matter, therfore I find that this resolution is satisfactory to me. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought this car used back in November I have only put a couple 1000 miles on it since then have had nothing but issues with it have probably been in there about every 3 weeks on average with another problem with the car they basically started off by selling me a stick shift with no emergency break and then pretty much told me to deal with it when it barely worked I ended up having it done on my own now the owner did pay me back but there are several other problems with the car. Initially they tried to trade me into a jetta which I didn't want because I'm a single homeowner and if you know cars at all you know that jetta's are very expensive to fix German made car Now several issue issues with the car since then now it's sitting in front of my house with the transmission out I can't even drive it I have no toe no loner which they did give me a loner the last time I was there at no charge Now they say it's going to be over a week just to even look at the car let alone fix it and I don't have a vehicle for work or appointments or anything and I live alone The owner wants me to come in and talk about turning the car in for something else the problem is the owner hasn't been there for the last month for me to talk to he's been out on surgery And now he isn't even really willing to help me like he was before The star has been nothing but a headache from the day I first got it A whole goal with this is just to get something reliable in my price range they have nothing that is available In my price range that isn't over a 100000 miles which doesn't qualify for their warranty or a couple that are also junk. By looking up information on the car's prior to purchase reliability reviews etc Trying to just get them to take the car back so I can find Something Else. Even been trying to talk to their Kia dealer who has been pretty helpful... But we're at a standstill to do anything because the owner has been in and out of the office with some kind of surgery

  

  Business response

  04/11/2024

  ********* purchased her 2012 Nissan Juke on 11/18/23. She had an issue with the emergency brake in Jan of 2024, which was repaired by VanDevere at our expense. *********** vehicle was brought in for service 4/10/24. Customer states that the transmission is not shifting in first gear or reverse. Our Technician removed the shifter cover and disconnected the cables. He found that the side to side cable only moves from 3-4 or 5-6 gear. He then removed both ends and found lever on transmission binding. After further inspection he found a walnut stuck between the transmission and side lever. He removed the battery, battery tray and then was able to remove the walnut. All gears were operational after the repairs. ********* was advised of what was found and responsible for the repair. ********* is more than welcome to come in to see about trading in her vehicle for something else. All is dependent on payoff, value of trade, credit approval etc. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I've had this car I've had numerous of issues with it. I've paid a thousand dollars already in repairs shortly after getting the vechile. Also since getting the vehicle my check engine light have been intermittent and therefore the dealership claim to not be able to diagnose my issue. I've been stranded places due to my car not turning on. I can't get my plates on my car and have been pulled over multiple times and am now facing serious charges because I've had to drive a vehicle that can't pass e check. I'm told to fix everything wrong with the vehicle it's $8,000. I've paid so far $11,500 for this car and still owe $9,000. I been completely scammed I was given a warranty that doesn't cover anything that's going wrong with this car. I'm told my car is unsafe to drive but i have to get back and forth to work so im putting my life in danger. This is not right what's been done to me and I'm seeking justice.

  

  Business response

  03/14/2024

  ********* ********* purchased the 2008 G6 in May of 2022 with 92,000 miles on it and did purchase a Superior extended warranty. Most of the repair history is routine maintenance, brakes, oil changes, battery which is not covered under a warranty.  She was just in for service in Feb with issues with her vehicle. I had the service manager verify that her warranty is still valid. If she would like to bring her vehicle into our service department we will be glad to call into the warranty company and see what repairs are covered and get claim approval to repair her vehicle. I apologize that this wasn't done in February.

  Customer response

  03/14/2024

  I was already told that $8000 that's needed to fix my vechile is not covered under my warranty.  I want out of this contract.  I already went through having my vechile looked at with no resolution for my problem and was told $8000 is needed to fix my car.  

  Customer response

  03/14/2024

  I was already told that $8000 that's needed to fix my vechile is not covered under my warranty.  I want out of this contract.  I already went through having my vechile looked at with no resolution for my problem and was told $8000 is needed to fix my car.  

  

  Business response

  03/20/2024

  I spoke with our service advisor who helped ******* ******. He stated that he did call the Superior warranty company to see what was covered under her powertrain warranty. They asked for pictures of all areas of the car to see the parts that needed repaired. When the representative saw all of the rust and corrosion they required to come out and inspect the vehicle. According to our Advisor the customer refused that inspection and came and picked up her vehicle.  

  Customer response

  03/22/2024

  This is completely not true. I will not stand for lies and I will hire a lawyer if this company continue to lie and deceive. They told me there's nothing that can be covered and told me to get another vehicle!!!

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bout a car that was a lemon & engine went out after a few months of driving & I never missed a car appointment at car lot & soon as they worked on the car check engine came on & engine went out.. it’s all documented at the lot dates & times

  Customer response

  12/11/2023

  I purchased car 11/16/22 & engine went out after car lot did an transmission flush… there was never no issues with car until after the transmission flush which was July & the engine went out right after & when I tried to use my warranty I was told I can’t use it cause someone or mechanic caused the issue which is the car lot of purchase which is Vandevere Chevrolet **** ****** **** ***** **** ***** 

  Customer response

  12/11/2023

  Car information proof & sales & mechanic history 

  

  Business response

  12/15/2023

  The customer purchased there vehicle in Nov of 2022. According to the customers service history they came in on 12/30/22 for an oil change,4/17/23 for the check engine light which a battery was recommended but not done. 8/10/23 for a transmission flush, 8/25/23 check engine light and code ***** which indicates to replace the purge valve assembly, ignition coil and spark plug in cylinder 1 and upstream oxygen sensor which was covered under the extended warranty. 8/29/23 the customer stated that there was a whining noise when accelerating. Upon inspection, a claim was submitted to the warranty company for a failed engine due to coolant intrusion per TSB ******** The claim was denied by the warranty company because the coverage for the engine block and cylinder head(s) is if damaged by an internally lubricated component. We then contacted warranty forever to see if it was covered and unfortunately the warranty forever was voided due to no calls for pre authorizations for oil changes not done here at VanDevere. I have attached the Warranty Forever service requirements sheet signed by the customer at the time of sale.  

  Customer response

  12/17/2023

  They are lying… I got my car done at shops that they referred which is ***** *** * ******** ** ***** **** ***** & or sometimes ******** ** ******* *** ****** ***** *** * ******* ** ***** **** ***** both well recommended 4-5 star businesses… & on top of that if u check the maintenance history the engine light came on after they did transmission flush… the car never worked after the flush that they did… everything is documented or in the docs that I sent in already… thank u & for further information u can contact oil changes up above everything is documented there also…

  Customer response

  12/17/2023

   I am rejecting this response because:
  I got oil changes at 4-5 star oil change services which are ***** * ******** *** ****** *****… & also if u check maintenance history I sent car drove perfectly fine until the did transmission flush… I left car there for 3-4 months until I received a call to come get car or it will b towed & ruin my credit score & put me in debt & & still not have a car… I lost my job since car went out & my family & the car is just sitting can’t drive while I get charged every month with no income cause I lost my job due to not having my car which is the first car I ever purchased off a car lot…
  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Poor customer service f**m the service department. ******** to exact. I received a mailing f**m Chevrolet saying my dealership advises of work I needed done. The mailing has VanDevere's service managers name on it. It said to contact them for what needs done. I just had a transmission flush 10/12/23 so I was wondering what else needed done. I called and got *******, who transferred to **, who transferred me to ****, who transferred me back to *******, who transferred me to *****, who transferred me to ***?, who kept me on hold. Called back and go ******* then ********. Oh smart mouth ******** told me they don't send us anything like that. She had such a horrible attitude. So much so, I got in the car to prove that Chev**let sent it and told me to contact them. When I pulled in and ******** heard me discussing this with someone, she went to the other service guys and they all looked down towards me. I could just cry. I asked for **** and was told **** is the other manager who I could talk to. I have no faith in him and him talking to ******** the issue was taking to lightly. I have purchased 3 cars from VanDevere. Have had great customer service. This was thee worst. I still don't know what her attitude was for. But to talk about a customer while I'm still there. Horrible!

  

  Business response

  10/26/2023

  Our Service Manager ****, called the customer and addressed the situation with all parties involved.

  Customer response

  10/26/2023

   I am rejecting this response because:
  I would like an apology. I was embarrassed in front of the other service people and I do not believe she was talked to seriously about how she was incorrect in the fact I did have a post card from Chevy regarding contacting VanDevere.  And she wasn't professional to run and smirk with other workers.
  
  

*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. ↩