Complaints

• 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.
  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first bought a 2016 Tundra on 8/25/23. I drove it for a little over a moth before I realized that the odometer hadn't changed since the day I bought it. I called and talked to the sales manager, his answer was it could happened as soon as I drove off the lot, which we both knew thats not correct. His next response was well your in luck its under warranty. I let him know that there's no way we would ever know exactly what the true miles are and that they should have listed it as unknown miles, which if I had known that I would have never bought the truck. They agreed to buy back the truck but I had to purchase another vechile. They told me that they could not refund the $2627.57 for the taxes which I believe they should. I shouldn't have to loose that money due to their error. They should have noticed that the odometer wasn't working. I did purchase a 2018 **** truck and the very next day I had Issue with it. It was hard getting someone to call me back but finally the sales manager called and again he said your're in luck its under warranty. I don't believe they even serviced the truck because when they sent it to **** to get repaired, it needed 8 spark plugs so that showed they never serviced it. I'm happy with the truck now but not what I had to go through. I still believe the $2627.57 should be their loss not mine.

  

  Business response

  10/09/2023

  One of our Sales Managers spoke with ***** and we are refunding her taxes of $2627.57 as requested.

  Customer response

  10/14/2023

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our **** Chev Avalanche into VanDevere Chev for service on 8/9/23. The service employee's name is ***************************** that wrote up the service order. We advised *** that when trying to shut the truck off, the key would not come out of the ignition and the battery light would stay on. We advised him this happened about half of the time. They allegedly fixed it on 8/9 and we picked it up, paying $708.60 for repairs. When driving the truck early morning on 8/10 we had exactly the same problem. We called *** and took the truck back in again. *** called at 4:30 pm on 8/10 and said the truck would not be repaired that day. He had 3 technicians look at it and they didn't know what was wrong. He said they would try to get it repaired and call me early on 8/11. I never received any call from *** on 8/11. At 2 pm on 8/11, I began calling them. I called 6 times and was either disconnected or hung up on each time. I also texted *** with no response. At 3:30 pm, I was finally connected to ***. I asked for the status of the repairs. He said as far as he was concerned, the repairs were done. They had done a diagnostic test on the truck when we brought it in and they did the repairs that were recommended. I told him that obviously the repairs weren't done correctly or the diagnostic test was wrong since the truck wasn't repaired. He said he didn't know what was wrong with it and we should pick it up. I asked for a refund so we could pay a different repair company to fix our truck. *** said they would not issue a refund and they were not willing to work on it any more. We picked the truck up and the truck is still having exactly the same problem as when we took it in to VanDevere. We are not able to use the truck until proper repairs are made. We have filed a complaint with the **** Attorney General's complaint line and we are going to dispute the credit card charges. We will also make an appointment with a different repair company to repair our truck.

  Customer response

  08/15/2023

  [BBB Transcription via Phone]

  My husband took the car to another shop. The technician came out and looked at it. He knew immediately that its in the shift lever. It has nothing to do with what VanDevere said. I don't believe VanDevere did a diagnostic test. They said they can fix it in September. 

  

  Business response

  08/21/2023

  The customer did bring her vehicle in stating that the key was constantly getting stuck in the ignition when turning the vehicle off. The ignition cylinder was gummed up so we replaced the ignition cylinder. The vehicle was working after the repair of the cylinder was made. The customer brought the vehicle back stating the same thing was happening but we could not get the vehicle to duplicate the issue. All components were working properly at that time. We will gladly perform additional diagnostics free of charge and assist in repairs if we can duplicate the failure to repair it properly.

  Customer response

  08/23/2023

   I am rejecting this response because:
  
  When we took the truck back in the second time, the same exact problem existed. The service man, ***, was at lunch when we took the truck back in the second time. A different person saw the truck with the exact same problem.  VanDevere kept it overnight and said they were not able to determine what was wrong. They said they did the repairs recommended by the diagnostic test and were not willing to do any more work on it.  VanDevere refused to work on it to determine what the problem was. They allegedly did a diagnostic test and charged us a fee for the test. They have the equipment to determine what the problem was. But they did not repair it. We have to have the truck to drive for our transportation and had no choice but to take it to a different garage for repairs since we could not drive it in that condition. The other garage immediately found the problem which was in the shift lever and had ABSOLUTELY NOTHING to do with the ignition switch. Therefore we are requesting a full refund from VanDevere.

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

  

  Business response

  08/31/2023

  We repaired the ignition cylinder as it was recommended by the diagnostic and due to the fact that it was gummed up and needed repaired. The customer approved the repair and when complete all components were working at that time. We will gladly look at the vehicle and perform additional diagnostics free of charge and assist in repairs to the gear shift if we can duplicate the failure to make the needed repairs.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I traded my car in for another car and the car is worth $24,000 at most and I’m paying $36,000 got me $12,000 in debt with a high car note. I was trying to refinance my car note and couldn’t because I’m in debt with first one. Please help me!

  

  Business response

  05/26/2023

  ****** ***** purchased a 2018 Ford Explorer in May of 2022. She traded in a 2015 Dodge Journey with 104,547 miles and owed more than the vehicle was worth which put her in a negative equity situation. The price paid on her Explorer was the market value at the time of purchase. 

  Customer response

  05/30/2023

   I am rejecting this response because:
  
  This information was not told to me during purchase for trade in. I was told I was getting a managers special and that the money owed on car will not be put onto my new purchase amount. My credit even went up because Vandevere tried so many different loaners to get me a loan for higher payments a month. I will fight this no way I’m in debt because of a car dealership. I will fight this. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Vandiver Chevy to do a trade in. And get another vehicle they showed me a nice looking car and told me nothing was wrong with it that it was perfectly fine. With in 48 hours I noticed that it pulled to the right and needed an alinement. Also that the transition was slipping. At the time of the purchase my mother was murdered by her ex boyfriend. There was a lot of chaos going on at the time. She was the rock of the family. Everyone counted on her. So with everything going on I didn't have time to deal with this company and the faulty car they sold me. I told them within 48 hours that the car was faulty and that they lied to me. I told them fix it or give my vehicial back. Their not doing either and are trying to put blame on me. Please make them either give my money back or fix the wrong doing on their end. Tell them if I have to get a lawyer they will have to pay his fees also so please let's not go there and let's be honest and genuinely good bissness men. It's not right to lie to a customer. Or trick him into taking a vehicle that endangers his life. If that car is pulling on its own it can easily pull me off the road. I'm trying to be civil and have proper bissness ethics. But I must say their company is making it very hard. If my demands are not ment with in a reasonable time. Then I am hiring the most expensive lawyer I can find . I'm not trying to be a dick but I just want what I'm owed or want fixed what I said was wrong with it. Let's be honest here. You know your wrong. Please fix it.

  

  Business response

  05/18/2023

  **** ***** purchased his 2012 Honda Pilot with 79,680 miles on it 11/01/2021. He brought the vehicle in for service a few days later. According to our service records he stated the vehicle was shifting hard at all speeds and it was pulling to the right. Our technician drove the vehicle and found that the transmission was operating as designed and we performed an alignment free of charge to the customer. At the time of his vehicle purchase he declined to purchase an extended service contract but was given a Warranty Forever. Routine maintenance is required to keep the Warranty Forever valid and the customer hasn't been in for service on his vehicle since 11/04/2021. I have attached documents for your review of the service appointment and Warranty Forever requirements. The vehicle was purchased a year and 1/2 ago. At this point the repairs are the customers responsibility.

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from this dealership less than 3 months ago for over $10,000.00. after seeing oil in the engine compartment, I immediately called and had it in for service. the service center told me that the car needs to have 2 seals and an engine midplate replaced and it will cost me over ******** plus tax for the repairs along with a ****** diagnostic fee. and based on the nature of the problems, it will not be covered under any warrantees. Before I purchased the vehicle, they told me that they had done an inspection and everything passed just fine. based on good faith, I purchased the vehicle. 3 months into a 5 year loan, I have a vehicle that leaks a substantial amount of oil.

  

  Business response

  04/03/2023

  ****************** purchased a 2011 Mini ****** in Dec 2022. A extended service contract was offered to ****************** at an additional cost at the time of purchase but was declined. We safety inspect all used vehicles and make the necessary repairs before the vehicles are put on the lot for sale. At the time of the inspection, the vehicle was not leaking oil. Our Service Manager offered ****************** $1000.00 off of the repair when he brought the vehicle in for service but he declined that as well.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from vandevere and the fuel pump went out the same day and then it was fixed then the Cadillac converter went out they fixed the problem then after that then engine went out without the 5 months that I had it and they keep telling me days and not telling the true they keep saying and it’s more problems with the car and they dodging me and calls and I asked for money or another car and they won’t give it back I have put 2300 dollar down

  

  Business response

  03/16/2023

  ********s vehicle has been in for service. His vehicle needs an engine. We are waiting for the engine to come in to complete the repair. It is covered under the service contract and what isn't VanDevere is going to cover. 

  Customer response

  03/17/2023

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB transcription via mail, see attachments] To whom it may concern, when purchasing a used vehicle, a few years pass, I decided to go with Vandeveer simply because they base their business on *****tianity. I had purchased a used jeep that had obvious issues, but was promised by the dealership that they would repair and make sure that the vehicle was taken care of and running properly. The first couple years I had the vehicle in the garage so much that I began to see that I had purchased a vehicle that had characteristics of the lemon law. I had purchased a very expensive warranty, which at the time of sale was told that it would cover everything besides windshield wipers, tires, brake, and the muffler. I was also encouraged by the sales manager when signing my contract to purchase windshield replacement due to the fact jeeps were notoriously known for broken windshield. I was also told I need not to worry about the engine or drivetrain, due to the fact if I kept up with a 90 day or 10,000 mile maintenance to validate the warranty they would replace my engine and drivetrain if it were ever to go bad while I own. Now they are telling me that for my 100,000 mile maintenance which is coming up I need to spend almost $900 to maintenance the vehicle in order to keep my guaranteed engine and drivetrain warranty. I had a constant battle with them when my vehicle was in the garage they would insinuate that my warranty only paid portions of my repairs, at the time of purchasing the warranty I purchase the most costly warranty, which is called the gold package. After much anxiety and turmoil, they would always agree to honor my warranty and repair the vehicle with no extra charges. When entering the garage for my most recent maintenance, my vehicle was halfway through, and the garage door came down on top of my jeep. I was in shock I got out of the vehicle, and there were people at the desk that never moved. My husband was outside, waiting for me as I was to drop off my vehicle and we were to run errands until the vehicle was done with his maintenance. He then came in and said oh my gosh ******* I can't believe what just happened and what I just saw. He then stated that he saw the garage door come down and go across the top of my jeep as I was entering the garage. then he proceeded to look at the top of the vehicle noticing some of the paint has been scratched loose. I asked the young woman that was handling my service if she witnessed having the garage door come down on top of my jeep. She said those doors are time sensitive. I then proceeded to ask for the manager. The manager came out and right away was rude and not accommodating. He told us to wait while he looked through the footage from their security cameras, we waited 30 minutes and later he came down and said, he could not get ahold of the security people to review the security cameras. He then stated that he would look at them and get back with me later today. Hours later, I came back to retrieve my jeep and inquired if he had looked at the footage and they said no maybe within the next day, he would be able to get ahold of the security people. He never got back with me, I finally reached out to him only receiving his voicemail. I then proceed to leave voicemails, but I never heard back from ***** I then proceeded to leave voicemail for a gentleman by the name of ***** who overseas the whole building. After that **** got back with me, but was still very rude to me and said that if I wanted anything done, I needed to prove it I needed to show what had happened through pictures and videos, which is obvious I could not take a video as well, but I did take pictures after the incident due to the fact, nobody seem to want to take responsibility for the situation. It was obvious that the door had malfunctioned and the people at the desk and the manager knew as soon as it happened. At the time of the incident we showed him the top of my jeep and that the paint had.... (see attachments)

  

  Business response

  02/20/2023

  After reviewing the video of the service garage on the date ******* ***** came in for service, it seems that a customer driving an Equinox prompted the door to open. After the Equinox went thru the door and no active motion detected it starts to close. As the door was closing ******* enter the service dept so the door came in contact with the roof of her jeep as she entered. We offered to repair what was damaged by the door but she declined. We are still willing to repair the damage the door did to the roof of the jeep.
  We give a warranty forever to our customers at the time of purchase, if a vehicle is under 100,000 miles, and not used for commercial purposes. Regular Maintenance is required to validate the warranty. Our service advisors let our customers know when the next maintenance requirement is coming due so they don’t void the warranty forever. ******* brought her jeep in for an oil change, and had 93,921 miles on it, so our service advisor reminded them of the required service coming due at 100,000 miles.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have just been told by *** warranty forever that my warranty is voided. I got oil change today, just out of curisoty I asked why they never flushed my transmission fluid. ***y always give you *** paperwork telling you failure to get oil changes on time will void warranty, cabina air filters SPARK PLUGS radiator flush will void warranty, everything but flushed transmission fluid. I asked *** service advisor showed..me ****** miles suggested I call *** warranty. *** warranty said I should have been reading *** ****** . I just don't understand *** service advisor tell you everything else, *** guy said everything is voided. I purchased 2 vehicles from this company I won't be back this is not fair I really want a answer

  

  Business response

  09/15/2022

  *** VanDevere spoke with the customer and felt that since she was not informed of the needed service at the time of her routine maintenance VanDevere will cover any warranty forever claims moving forward as long as the customer continues to have her vehicle properly maintained.  She seems to be satisfied with that outcome.

   

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my first car (2017 Chevy Malibu) with this dealer back in 2018, 2-3 months after having the vehicle I stated experiencing issues with the vehicle. I called in for them to take it back for them to take a look at what I had described (loud vibrating nose like a helicopter is literally flying over my car, shift to park signal when my car is already in park, late acceleration, engine power reduced when driving on the highway, and more electrical issues that was notified to them well after purchasing the vehicle. Every time I questioned that something was wrong with my car I was told (that’s normal for those type of cars) when I know it for a fact it was not. I stopped traveling the Akron for them to look at my car because I would leave with no positive resolution wasting time and gas for a 2 hour drive there and back and started going to a closer GMC here in Cleveland. When I purchased the vehicle I was told that I was able to branch off to a closer GMC because VanDevere distance is far. I was also told at the time of purchase that I had warranty forever with my vehicle. Today I learned that since I branched off to a close GMC that voided the warranty when I was told that I could. I then spoke with *****. the owner son for him tell me that I am lying about not being told that In order for the warranty to still be useful a verification phone call had to be made before receiving service from other GMC certified dealership. I don’t recall **** sitting there at the time of purchase back on 2018, VERY unprofessional to tell a customer that they’re lying when you can’t verify what was told to me instead of taking accountability for there salesperson actions. I will never in my LIFE purchase from this company ever again and will be looking into legal action for this vehicle. Chevy Malibus are known for their malfunctions and on top of that there still no recall….. not to mention when coming out of pocket the repairs always exceed offer $1k

  

  Business response

  08/25/2022

  ****** ****** purchased her vehicle on 2/3/18. She brought the vehicle in for service on 4/16/18 for and oil change. She was back in on 6/7/18 for a Drivers side front making a loud noise and feels like the tire is going to fall off. A technician drove the vehicle multiple times and could not verify the concern so no repairs were made at this time. ****** has not been to VanDevere since June of 2018. We would have been happy to fix the vehicle if the issue could have been re created. because her vehicle was still under factory warranty.

  A warranty forever is given to our customers and has requirements to maintain the vehicle otherwise it voids the warranty. The requirements are explained to all our customers when they are in finance signing their documents. ****** also purchased a service contract when she purchased her vehicle. The contract states it was good for 60 months and until her mileage hits 100,000 miles. Not sure if she made the GMC dealer in Cleveland aware of her warranty so they could call and see if the repairs needed were covered under her NWAN warranty. If she had brought the vehicle to VanDevere we would have been glad to look at all avenues to get her repairs covered under the warranty options that she had. I have attached the documents for your review. 

*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. ↩