ComplaintsforSerra Chevrolet Inc.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 8 2023 I went to dealership and filled out paperwork to cancel and refund the Service Contract I had purchased on a Tahoe purchased earlier that year. I traded in the Tahoe and was *********** a refund. I waited 6 weeks for refund. After 6 weeks with no contact I reached out to the dealership. I reached out to the ************ and they had me send them a copy of my cancellation. The finance officer was going to check and get back with me the next business day. He has not contacted me since. I have texted and emailed daily since and have never received a response. On 9/9 I called and asked to speak to Mgr and spoke to *****, and again she said she would have someone follow up on 9/11. Again, there has been no contact.

  Customer response

  09/25/2023

  I have not anything from the business and I am looking for escalation.   I have been patient for months and I am the only person investing energy into the issue. 
  
  Please have the owner reach out to me. 
  
  *************************

  

  Business response

  10/12/2023

  I have spoken to **************** and processed his refund.

  Customer response

  10/13/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ***** suburban earlier this month to get a diagnostic done on it. They told me I needed my sensors replaced( that was the reason my check engine light was on and that it would stop the traction light from coming as well. We picked it up and drove it a few miles and it ran hot. My husband looked under the hood and it didnt have any water in it. My hose was shooting out water. We took it back a second time. They said they ran a diagnostic on the engine to be sure my engine wasnt messed up(from the uncertified technician working on it) *********** manager **** called and said my engine was fine April 11th. Then told me on April 13 that I need a new motor but I didnt need one before his uncertified technician touched my truck(thats what the service manager said out of his mouth)and that they wasnt going to fix it. My husband looked under the hood yesterday (after it ran hot the day before) to find out that my oil stick and bracket is broken and that it had no water in it again. We called **** and he said that he would not fix it. We want Serra Chevrolet on Center Point to replace my motor and what ever else that they broke. My truck was in perfect running condition before their UNCERTIFIED TECHNICIAN TOUCH MY TRUCK and blew my motor, broke my oil stick and oil bracket and was in great working conditions. We picked it back up after they said they corrected whatever problem it was. But they also said the technician that worked on my truck was not certified. That the new technician that worked on it was certified. Moving forward my truck wasnt running hot before Serra touched it and now when they gave it back a fourth time my truck is still running hot after they said it was no longer running hot. Now after the service manager **** said my engine was fine, they see that **** the uncertified technician has really messed up my motor they no longer want to fix it.

  

  Business response

  04/25/2023

  We have offered to refund the customer the money she spent in our service department as a gesture of goodwill. He have also offered to apply that towards further repairs her vehicle needs and work with her on pricing. We are awaiting her decision as to which way she would like to proceed.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from them in December 2021. The sticker price for the car was around $13,000. I wanted to pay cash for the car. I was convinced that since I was attempting to rebuild my credit it would be best for me to finance the vehicle and pay a nice down payment. I agreed. However, signing my finance papers I saw that the amount was $4000 more than the original asking price. The price of the car was extremely inflated. And they stopped taking my phone calls. When I asked if I could return the car once I realized what was done. They informed me that I could not even though the kept the car over a week after my purchase because of a transmission problem. They also withheld the documentation for me to her my tags.

  

  Business response

  03/14/2023

  This vehicle was purchased in 2021 and is not eligible for a refund or exchange. 

  Customer response

  03/14/2023

   
  Complaint: 18469022
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************************

   

  This is not accurate.  They did not go through any of the details.  
  

  the car technically was not finalized until Feb/March 2022. 
  

  They over charged me for the car and will not accept any responsibility for their actions.  
  

  This is my primary complaint.  They never attempted to help me with my primary complaint that is why I addressed with BBB. They just push me off. 

  

  Business response

  07/11/2023

  We have reviewed this and disagree with the customer's statement.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Serra Chevrolet to purchase a car. I specifically told the manager and the salesman that I have my own financing bank which is AmericasFirstFCU. Today on 8/31/2021 I started getting notifications that my credit been ran more than 8 times so I contacted the salesman and told him what went on and I was told that I didnt get approved by MY bank for the car of my choosing so they took it upon them selves to run my credit with other banks WITHOUT MY CONSENT!!!!! Its a hard inquiry and my credit will be destroyed now! I had to contact them to know why my credit was ran like that! I want these inquiries off my credit immediately! This is wrong and I will not buy a car from Serra Chevrolet and I will warn people of what they did!

  

  Business response

  03/10/2023

  I apologize for any inconvenience that this may have caused. We make every attempt to make sure our customers are happy and satisfied. We do have a signed credit application that gives us the right to run the credit and find the best possible finance company for each customer. 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to serra for repairs in January 2022 and i was told my car would be secured my vehicle was stolen from their repair shop, never got repaired from my understanding and they insurance company denied their claim stating they wasn't responsible but my car was in their possession for repairs I've had to come out of pocket with money and lost my job due to missing day's at work because i had no vehicle and my job was to far out people didn't want to keep taking me back and forth.

  

  Business response

  08/01/2022

  I was told at the beginning that the claim was denied. I received a call last week that they were reopening it to reinvestigate the claim.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/22 the car that Serra Chevrolet sold us has several issues. The issues were the heat did not work, a oil leak, the radiator fan is loose, the check engine light is on, the battery voltage and speed sensor for the front tires are showing on the diagnostic box. On 3/15 we informed the finance company ****** ******* of the issues and they told us that the dealership needed to fix the issues before they would approve funding. 3/15 we were told by the salesperson that the issues would be fixed before the car was financed. We took the car back to the service department and they fixed the heat, the service department told myself and my husband that we would have to bring the car back so they could fix the rest. When we took the back to have the other issues fixed the dealership would not provide us with a loaner car so we could get to work that night and we had to reschedule the appointment to get the car fixed. Before we were able to take the car back for the other repairs the salesperson called on 3/28 and told us that we needed to send over some more information before the car would be approved for financing. On the 28th the dealership informed us that we had until the end of the day to provide the finance company with the information or the loan would be denied. When the information was sent we informed the finance company that the dealership only fixed one of the issues. ****** ******* again told myself and my husband that they needed to fix the other issues before they would approve funding. The dealership told us that once the car was approved for financing that they would have the rest of issues fixed. When we spoke with the finance company on the 4/5 we were informed that the financing had not been approved and we needed to take the car back. When we arrived at the dealership to return the car the general manager told myself and my husband that the car was approved for funding on 3/30, they refused to fix anymore of the issues or take the car back.

  

  Business response

  04/20/2022

  The vehicle was sold "as is" they also purchased an extended warranty that would allow them to bring their vehicle to a facility and if it is a covered item they would only be charged the deductable. The deal has funded and we repaired the heating issue as requested by the customer. We also have a "we owe" in the deal that was signed by the customer stating nothing was owed.

  Customer response

  04/26/2022

  
  Complaint: 17096894
  
  I am rejecting this response because ***** and ***** assured us that they would make sure that all the problems on car were fixed. They obviously never reported all of the problems that we told them about. The manager at ****** ******* told us that it does not matter that the deal has been funded, if they are not going to fix any of the problems that we told them about before financing was approved then Serra Chevrolet needs to buy the contract back and refund our downpayment. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a car from this dealer, before buying, i wanted the breaks checked because they felt warped. I was told they were fine. They weren't even inspected because there were wheel locks, and they didn't have the wheel lock key. Or know where it was. Took it back again because it was obviously not okay. Told they'd have the wheel lock key for when I came in. They did not have it. Told to come in that Monday and they'd have the key and a loaner car. They did not have the wheel lock key, or a loaner car. Apparently they don't do them because somebody died in an accident and tried suing them. I don't believe that at all(later on they changed the reason). After arguing for a loaner car, they gave me one, I left, and they "fixed" my breaks by saying they reattached the fender liner, but there was no change. I took it to a firestone that told me all my rotors are warped and the rear pads are under 3mm. Took it back ONE LAST TIME with the measurement data from Firestone and they refused. to fix an obviously broken mechanical system of the car. After that I took it to a Mobile Express mechanic who told me the same thing as firestone and I had everything replaced, except the front rotors. They were able to be turned down.

  

  Business response

  01/20/2022

  Business Response /* (1000, 7, 2021/12/23) */ The dealership had spoken with the customer at that time and our technicians found no problem with the brakes. We sold the vehicle "as is"

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2015 Chevy impala September 20th 2021. I drove it for 6 days the check engine light came on and on the 8th day I was able to take it back to the dealership for maintenance after after 4 days they told me it was fixed. I went to go pick it up and low and behold it was wasn't. So I took it back again the very next day and after I was told they didn't give loaner vehicles they finally gave me one.2 weeks later while my purchased vehicle was still in their possession I finally told the I wanted to cancel the loan and wanted my $1800 down payment back. As of today it's been 1 month and 2 days I've only drove the vehicle for 10 days total. I returned their loaner vehicle on Oct 18th 2021 and I still have no vehicle of my own the Impala is still in their possession and I have yet to receive my down payment back. I've been going back and forth with them daily about this situation and I'm getting no results.

  

  Business response

  11/19/2021

  Business Response /* (1000, 7, 2021/11/08) */ The deal has been backed out and the customer has received his down payment

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a pre-owned 2017 Camaro for my wife at Serra Chevrolet on 3/27/2021 which was still under the manufacturer warranty as it only had around 47,000 miles on it. We have had to have it put in the shop on 4 different occasions to date and these have not been for any minimal problem. The Chevy dealer in our town has replaced ALL the heads, ALL the cooling hoses and now I'm facing another $1365 charge for a harness having to do with the transmission (I'm no mechanic but this is what the service technician says it needs). I've been told by more than one mechanic that Serra had to be aware of the problems with the car prior to our purchase. I don't want to disappoint my wife, as she loves the car, but this is beyond ridiculous that a car we've only had for 7 months has had to have this much work. People go to dealerships because they are believed to be reputable and I was under the impression that Serra was, I fear I was sadly mistaken. I'm not a rich man and I feel that we've been taken advantage of. There's no use even having a car if you can't drive it, all the while still having to make the payment each month while it sits in the repair shop.

  

  Business response

  12/21/2021

  Business Response /* (1000, 9, 2021/12/01) */ We apologize for any issues that may have arrived. The vehicle was sold with factory warranty and the customer also purchased an extended warranty for the vehicle which should have covered most of the issues with the vehicle. During our inspection on 2/13/21 there was no problems noted. Again, I apologize but it is a used car and all warranties were involved.

*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. ↩