Sean Ortz

My Experience with DeVoe Buick GMC I live in Columbus, Ohio, and purchased a 2021 Toyota Venza from DeVoe Buick GMC in Naples, Florida, on May 1, 2026, for about $18,000 out-the-door, including a $13,000 Ohio, and purchased a 2021 Toyota Venza from DeVoe Buick GMC in Naples, Florida, on May 1, 2026, for about $18,000 out-the-door, including a $13,000 GM Financial loan. Before signing, I specifically requested no early-payoff penalty because I planned to pay off the loan early. Yet the contract incorrectly showed $13,698.50 instead of $13,000 and included a $75 prepayment fee. I immediately asked them to correct both errors. I was told that correcting the contract would delay the transaction, so I was asked to sign it as written and was assured that the amounts would be reimbursed. They provided a written “WE OWE” commitment confirming this. The $698.50 was eventually refunded; the promised $75 was not. Before purchasing, I also arranged an independent inspection. The dealership promised that its lift would be available to the inspectors at an agreed time. The inspectors arrived and waited, but the lift was ultimately not provided, limiting their inspection. I paid off the loan 29 days after signing, yet received the registration paperwork only 32 days after the purchase. I immediately had questions about two documents and repeatedly contacted the dealership, but received no response for six days. Another employee eventually helped me, and I signed and returned everything by overnight mail the same day. Then came the temporary-tag problem. A week before my tag expired, the dealership told me a new one would be obtained and sent. As the expiration approached, however, my calls, voicemails, and emails went unanswered. With only hours remaining and no idea whether the promised tag had even been obtained or mailed, I had to go to the Ohio BMV myself and pay $24.75 for another temporary tag. The dealership then sent me the wrong VIN inspection form. The Ohio BMV officer identified the error, completed and signed the correct Ohio Out-of-State Motor Vehicle Inspection form, and I then sent the completed form to the dealership that same day. I eventually contacted General Manager John Shepherd about the delays and lack of communication. He apologized, reviewed the file, and confirmed that the paperwork had finally been submitted to the Ohio BMV. The registration was completed on July 15, and my permanent plate arrived on July 16—76 days after my purchase. Yet despite the written commitment, the dealership still has not reimbursed the $75 prepayment fee or the $24.75 temporary-tag expense, for which I provided the receipt. I then contacted GM Customer Care (Case #107097050), and GM formally submitted a dealership complaint to DeVoe Buick GMC. Still, I have received neither the $99.75 owed to me nor a response resolving the matter. After 76 days, repeated unanswered attempts to communicate, incorrect paperwork, unnecessary delays, wasted time, uncertainty, and out-of-pocket expenses, my request is remarkably simple: honor the written commitment and reimburse my $99.75. I am sharing this experience so prospective customers can consider not only the vehicle, but also the dealership’s communication, accuracy, follow-through, and treatment of customer concerns after the sale. I sincerely hope this small outstanding matter can finally be resolved promptly and amicably. More

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