ComplaintsforSerra Toyota

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March I was In the process of doing a battery warranty claim. I was told to bring the battery in. Once I came in with the battery I was told it needed to be installed with the car. I then had to get it towed. Toyota said they replaced the battery. I got Toyota Avalon back and it would start the next day. I once again had it towed. I was without my vehicle almost a month and a half. I got new updates of potential things wrong with my car. Finally I was told it was a replacement part that was on backorder that was needed. I had to call continuously if the part was in. Finally when I was out of state for work they called and said it was ready which I told them I was out of start for work. Last Friday while still out of town I was told I needed to pay $3087 by the next Monday or my car would be going through the abandonment process. So I canceled work plans to make sure I was there. I requested to speak to the manager multiple time but seemed to be ignored. I informed them.my child was sick Waiting in my work truck but still got no attention. I only got noticed due to just standing in a pathway for about 15 mins. The customer service/ communication was horrible which is sad because I have been a loyal customer for years. This has effected my budget tremendously due to threat of me getting my car asap compared to ****** holding the vehicle for months causing several inconveniences including this one.

  

  Business response

  06/21/2024

  Customer Relations Manager got with the Service Director, *** and BDC.  The customer had been in contact with the *** on multiple occasions.  The customer authorized diagnostic and tear down.  The customer was made aware of faulty parts, with one of those parts being on back order with no eta. *** informed the customer the day the part arrived.  The customer was also notified when the work had begun.  When the repair was completed the *** called the customer.  The customer relayed that the funds needed to be gathered.  *** notified the customer that financing was an option if he wanted to investigate it.  Serra Toyota had the vehicle almost one month before we were to begin the abandonment process.  The customer came in 6/17/24 to pay for the repair.  
  
  Here is a timeline of events (we reviewed ( Listened ) to all the recorded phone calls to confirm this information.)
  
  4/23 part on back order
  5/8 part arrived
  5/13 RO total discussed and sun bit offered and link sent
  5/28 Will (***) called him to verify he wasn't abandoning it, but the customer said no he wasn't abandoning it and was out of the state working.
  6/3 called in for Will (***) but he was off 6/4 Will spoke to him again and the customer said he isnt abandoning it again.
  6/14 Will called him to let him know we needed payment by today so we do not start the abandoning process.

   

  Customer response

  06/21/2024

   
  Complaint: 21861080
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************************

  Customer response

  06/24/2024

  I communicated with Serra Toyota that I was out of town on a work trip for a long duration. This was known. When I recieved the call saying my car would go through the abandonment process I can to cut the work trip short. On top of that when I recieved the car it was filthy, the new remote key had not been programmed and the routine maintenance I requested had not been completed. I had to take the car BACK again. 

  

  Business response

  06/25/2024

  The customer is exactly correct.  There were concerns we addressed afterwards.  We sincerely apologize for that inconvenience.  Our Service Director addressed it with the *** and team.  Thank you for your time.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited Serro Toyota dealership with the intention of purchasing a car at the Manufacturers Suggested Retail Price (MSRP). Prior to visiting, I called the dealership and was informed that they sell cars at MSRP and was advised to make a deposit to secure a car, which I was told would be sourced within 90 days.Upon arriving at the dealership after a four-hour drive to make the $2,000 deposit and I found out that I have to buy a "special package" that was not disclosed to me during the initial phone conversation. The next day, upon realizing the implications of this package and the lack of transparency, I attempted to cancel the booking. However, I was informed that the deposit was non-refundable.Over the 90-day period, the dealership repeatedly offered me cars that did not match the specifications I had provided (wrong trim, color, and missing features). Each time, I declined these options as they did not meet my requirements. At the end of this period, the dealership refused to refund my deposit, despite their inability to provide a suitable vehicle as per the agreement. This situation reflects not only a breach of verbal agreement but also deceptive practices aimed at securing funds without delivering the agreed-upon product.I am seeking a full refund of my $2,000 deposit due to the dealership's failure to fulfill the agreed terms and their misleading business practices.

  

  Business response

  05/30/2024

  The Customer Relations Director - ************************* is requesting the consumer reach out to her via email at ********************************** or via phone at ************.  I would love to assist as soon as possible.  FYI - Customer Relations Director will be out of the office June 5th - 10th, 2024. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty from Serra Toyota in August of 2021 and sold the car in june 23. I filed paperwork with Serra Toyota to get the remainder of my extended warranty back. They told us it would be issued within 6 weeks. I have never received my refund. Ive spoken with the sales floor manager and numerous people in the finance department. My husband has gone in 2x and no progress has been made.

  

  Business response

  03/12/2024

  This is ************************* the Customer Relations Manager at **********************.  We sincerely apologize for the delay in processing your refund.  We will be reaching out to get a proof of payoff when you sold the vehicle in June 2023 and the cancellation form.  Then our back office will make it a priority to complete those cancellations.  You will be hearing from ***********************.  Thank you so much for your patience. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Serra Toyota to buy a car. I got approved for a used car I signed papers. They still have the car, the keys to the car and then on top of that they just gave me the paper to get a tag. Something unexpectedly came up and thats call them and tell them that I could not get the car. They told me that I could not back out of a contract, but they pressured me into getting it.

  

  Business response

  01/04/2024

  The Customer Relations Director spoke with the Sales Manager, Finance Manager and General Sales Manager this morning 1/4/24. The Sales Manager told the customer yesterday (1/3/24) that ********************** is cancelling the contract.  The customer did not pay any funds yesterday so there is no need to refund any money. We hope this is satisfactory for the customer.  Thank you

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new car here on 8/19/23. I have been unable to title or register the car because I dont have the needed paperwork and cannot get in touch with anyone at Serra. *** left multiple voicemails and made multiple calls, spending hours of personal time, with no luck. I have gone to my local title/tag office who is also baffled by Serras lack of response and assure me my only option is to work with them. I live 2.5 hours from the dealership and it seems my only option is to drive the 5 hours round trip to confront the issue in person. Despite spending significant money there, I have gotten terrible customer service since I committed to the car. At this point, I will be paying fees for late registration and have lost money for erroneous trips to the tag office and lost work time.

  

  Business response

  09/14/2023

  The General Manager and Customer Relations Director at ********************** are working directly with the customer to complete the customers request.  We are personally handling the requirements needed so that a tag can be obtained and we are addressing additional concerns with the customer.  Thank you for your time. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a pre-certified 2021 Toyota corrola. All of these vehicles according to commercial and employees go through a very rigorous inspection to make sure they are good vehicles and than they are pre-certification. I bought the vehicle in the day time, so did not notice the left front light was out. I noticed when it was dark and contacted the sales man and he said bring up the next day. I did, but they where busy so suggested I come back which I did. They checked the light and said it had water in it and would cost ***** for a new 1. I explained it's a new car with no headlight that's a safety issue . The guy was nice , but said nothing he could do. So last Thursday I emailed the general Mgr ******** and never received a reply. I called there last Saturday in case ******** didn't get my email and was told by a lady , he was busy , but would call before the day was over. I also emailed again with no response. I'm a 100 disability veteran and have fixed budget and can't pay another 1k for a light on a new car. I just need some help cause serra will not speak with me

  

  Business response

  05/02/2023

  The Customer Relations Manager got in contact with the Sales Manager - *************************************** and the Service Director - ****************************  The sales associate Coach ****** is also aware and has been in contact with the customer.  **** will have an ASM reach out to the customer to set up an inspection and let the pre-owned sales manager know the cost.  This repair will certainly be covered by the sales department. Thank you for your time.

  Customer response

  05/03/2023

   
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've preordered some parts from Serra Toyota service store November 3rd, 2022. After 3 1/2 weeks I asked for a refund. It turned out that the parts came in and was placed on another's car.The service manager ******************* called parts and service to put them back on my invoice so that he could refund me. I was promised a check via mail. It's been another 3 weeks, still no check. I spoke with Manager *************** than a week ago, he said he would look into it and phone back. He never did. When I phone the establishment this morning, I felt like I got the run around. How can i get my money back?

  

  Business response

  12/13/2022

  ******************************************** & Service Director called the customer twice on 12/12/22 and left her a message at 11:06am.  We turned in an AVO for reimbursement on 11/25/22 however the *********** was closed for Thanksgiving holiday and didnt get into the office until Monday November 28th.  The check was cut on 12/7/22 and mailed out on the 9th.  The customer should receive the check any day now.  We apologize that the customer was told 3-5 business days because depending on the timing during the month it can take anywhere from **** business days for a check to be cut.  Again, we sincerely apologize for the delay.  Thank you for your time. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2017 Kia Optima March 28, 2022. At time of purchase we were made aware there was a concern to the front of the car and needed to bring it back because the part was not in. The sales person said they could have sold it as is without disclosing but they did tell me. I took the car back April 15 and was told they put the part on. May 11 I took the car back again because when checking the oil in the car there was no oil so I thought they did not put oil in car when they changed it just to be told that car is known for engine consumption issues. I had been dealing with shaking while driving so I went to ********* June 24 and had front end alignment and tire rotate and balance and was told the issue was in suspension/axle. Went back to Serra Toyota and was told ********* was wrong and to take it somewhere else. Went to Riverchase Kia July 8 and was told axle as well. They made notes of issues and advised to file complaint and go back to Toyota. Toyota got a copy of the papers and after over an hour of having the car in the back they told me everything was okay but replaced the axle anyway and said they are not certified in Kia and to take to Kia for proper diagnosis. I did and was told things Toyota said were fine were not. Serra ********** Kia contacted Toyota and ASKED them to cover repairs and was told NO it’s on me. I just want my car repaired correctly for everything Toyota said is fine and is not since Toyota signed off prior to selling the vehicle March 28 and again July 14 however Serra Kia ********** showed they are wrong. I have spoken with service manager at both Kia and Toyota and don’t feel the “customer pay” for Toyota’s failures is a valid option.

  

  Business response

  08/04/2022

  During the used car inspection, the drivers side axle failed to pass the inspection therefore Serra Toyota ordered a part and replaced the axle in mid April (RO ******).  The passenger side axle passed the inspection, no work was needed at that time.  In July, for customer satisfaction because she did not believe that the drivers side axle had been replaced, Serra Toyota ordered and paid out of pocket to have the drivers side axle installed again (a cost of almost $*** plus we placed the customer in a rental).   In addition, Serra Toyota reimbursed the customer in the amount of $****** - money the customer had spent at Kia and ********* for repairs.  Serra Toyota has helped the customer since her purchase however the vehicle is a pre-owned as-is vehicle.  Customer declined purchasing a high mileage service contract at the time of purchase.   If needed, we can provide documentation.  Thank you.

  Customer response

  08/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  As attached is the pre-inspection report where Toyota said several things passed inspection to sell the car. When complaining about the issue they finally admitted they are not certified in Kia and fixed what would have been the issue if it was aToyota. The “courtesy” replacement was done under warranty and cost Toyota nothing. The refund that was issued was because I complained about them telling me to take the car to a Kia dealership and having to pay for the diagnostic testing and they confirm what ********* said from the beginning “axle”. The issue is Serra Kia said they were looking at the wrong axle that is why they kept saying no issue was found. I am not asking them to fix anything that was not inspected prior to selling the vehicle. I have no problem with doing that. But the paperwork clearly says 3/28/22 “axle/suspension concern”. I can’t help they were not doing the correct axle. If they can’t back the work they are saying was needed they don’t need to sell those model cars. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  08/12/2022

  Per the Service Director - **** *********, Serra Toyota replaced the axle that failed inspection.  The axle was split open and leaking axle grease.  Serra Toyota did not replace an axle due to vibration, it was replaced due to physical damage.  Serra Kia says "they were looking at the wrong axle" that's not true, we replaced the damaged axle.  Then when Serra Toyota replaced the axle again for customer satisfaction, Serra Toyota paid for it out of pocket it was not something covered under warranty.  Serra Toyota has helped the customer since her purchase however the vehicle is a pre-owned as-is vehicle.  Customer declined purchasing a high mileage service contract at the time of purchase.  If future repairs are needed as the customer states, it is the responsibility of the customer.  Thank you.
  

   

  Customer response

  08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Serra Toyota was contacted by the manager over all service departments for Serra group advising of issues and where they misdiagnosed the vehicle. Why they want to deny the fact trying to save their reputation is laughable and shows the type of business they are running. If this was not happening to me I would not believe it due to the way they advertise being customer focused on television. Then to add insult to injury, they sent a $20 off “loyalty” voucher towards next service. Why would I bring my car back when they didn’t fix it in the first place? I guess they thought the $20 was going to fix the issue and I was going to accept and move on. Wrong thinking and wrong answer! I see that they do NOT stand behind their car sell not their work so this is a lesson to NEVER do business with them again and to tell everyone I encounter the experience I had and who all I dealt with to make sure they do not deal with them. From the GM who never returned my call on multiple visits to the New Car sales department at Serra Toyota all the way down to the service and sales department.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First of all this place is a joke.I went there and dealt with ********* *** who had me there waiting for 4 hours before ever even letting me test drive the vehicle I was there to purchase. When I asked him if it had a wreck on it he told me “I don’t think so” and I asked for the car fax which I never received from him. When getting back from the test drive he had me wait another 2 hours before ever getting back to me on the numbers. When he saw that I was frustrated he brought ***** into the deal to finish it off. When we decided on a deal I was then told to wait for the finance person to call me into the office (another 2 hour wait) I was so tired and wore down from being there that when we were going over all the information I neglected to notice the auto check they put in the paperwork showing that the Tahoe did in fact have a wreck on its record. I ended up paying full retail price for a wrecked 2015 tahoe! When I found this out I called up there and asked for a copy of my paper work because I was never given my thumb drive with the paper work on it. They proceeded to give me the run around on it for 5 ***s! And I have still yet to get my thumb drive. After that time had passed I went back up there to try to trade the Tahoe back into them and they only offered me 23,500 for the tahoe after I just bought it for 33500! But they didn’t give me that figure the *** I went up there! They gave me the run around for 3 hours while I was there and sent me home with no figure, only after repeating to call up there for 4 more ***s did I finally get in touch with the director of the used car lot and get that number. The used car lot is a joke, a scam, and a waste of time.I would not recommend this place to anyone looking to purchase a used vehicleThe tactics they use of just waiting you out to exhaust you are ridiculous, plus they push and push and push you to use them to find you financing instead of you using outside financing. They charge 2k for outside financing!

  

  Business response

  06/29/2022

  Thank you for your feedback Mr. *******.  Per your request, you are more than welcome to speak with **** ******, his phone number at the dealership is ***** ******** ext ****.  Have a great ***!

  Customer response

  06/30/2022

  
  Complaint: 17478654
  
  I am rejecting this response because: I did speak to **** ***** and he was actually very helpful and even offered to help me fix the mileage discrepancy which I am very grateful for. However if i am rembering correctly he is the one that only offered me 24000 for the tahoe as trade in after i just paid 33000 for which i dont think is very fair considering the events involving the tahoe and the time i spent at the dealership my self
  
  Sincerely,
  
  ****** **********

  

  Business response

  07/07/2022

  The consumers “desired” resolution was “contact by the business”.   Although the customer "rejected" our response on 6/30/22, he called into the dealership the morning of July 1st.   The Customer Relations Manager relayed that the customer would need to speak with a Pre-Owned Sales Manager regarding his options to trade. Customer also relayed the mileage discrepancy was fixed. The customer has been in contact with **** ****** – Pre Owned Sales Manager.  Unfortunately it will take some time before we will be able to trade the customer out of the vehicle.  He will need to make a few more payments before we can assist him. The customers original "desired" resolution was "contact by the business" which we have fulfilled.  Thank you for your time.  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Ford Escape from Serra Toyota 12/09/2021 started having problems with the vehicle around 12/16/2021 was informed by the salesman ***** (*****) ***** if I had any problems to contact him directly and I did but to no avail and found out he had family issues after finally getting in touch with him 2 1/2 weeks later. Took the car in 1/17 2022 The vehicle was pulling to the right at high speed had a vibration, had a squeaking sound and was slow starting. Serra Toyota replaced the battery, did a four wheel alignment, rotated and balanced the tires and replaced the battery. On 04/05/2022 took vehicle back to Serra Toyota the vehicle shifted hard when putting in gear check engine light was on and the vehicle was having trouble accelerating. Vehicle sent to **** *** ******* **** in ******** Alabama. They found an open in the transmission connector (internal) coolant hose to trans cooler was leaking replaced the sparkplug and replaced ignition coil. On today 5/15/2022 the same problems occurred when I was leaving church. I was told by the car salesman an inspection had been done on the car prior to sale but to have problems of this magnitude there us no way this could have been done. I have been more than patient and have been inconvienced because they failed to sale a vehicle that properly work. I'm asking for any assistance that can be given.

  

  Business response

  05/17/2022

   Serra Toyota did perform a used car inspection from 11/30/21 - 12/2/21 - RO 679760.   The customer purchased a preowned 2016 Ford Escape vehicle with a service contract on 12/9/21. Per Ms. Stoves, the vehicle came into our service department mid-January 2022 - Serra Toyota performed a 4-wheel alignment, balanced the tires and purchased a new battery at no cost to the customer ($***).  During Ms. ****** service visit to Serra Toyota on 3/30/22 (RO ******), Serra Toyota filled up the customers tank due to the long wait on her previous service.  The customer came back 4/5/22 - 4/21/22 - RO ****** for a check engine light, having trouble accelerating etc. Serra Toyota placed customer in a rental (for some of that time) while we sent the vehicle to Ford for diagnosis (possible PCM failure).  "FORD DEALER FOUND DTC P0657 PRESENT, PERFORMED CKT TESTING AND FOUND OPEN IN TRANSMISSION CONNECTOR (INTERNAL). FORD REMOVED SIDE PAN AND REPLACED CONNECTOR, REINSTALLED PAN AND FILL FLUID."  Also "COOLANT HOSE TO TRANS COOLER LEAKING ALSO, LINE CORRECTED AND FLUID LEVEL. ALL SPARK PLUGS REPLACED AND CYL #4 IGNITION COIL. REPAIRS PERFORMED AT FORD DEALER; CHARGES OF REPAIRS COVERED BY SERRA TOYOTA AS A ONE TIME SERRA GOODWILL REPAIR. Cost of tow, rental, plus repairs at Ford came up to $******** covered by Serra at no cost to the customer.  Shortly after the repair (4/26/22) the customer experienced a similar concern and Serra recommended the customer take it to **** *** ******* **** as they completed the repair and it might be related to that repair. Serra Toyota covered the cost of the tow for the customer ($***).  Vehicle was repaired at **** *** ******* Ford and repair was covered on customers service contract; the customer had to pay her deductible.    Now, mid-May the customer states she is experiencing a similar concern, Per Service Director we are recommending that the customer take the vehicle to **** *** ******* ****.  If the vehicle has the same concern as she previously experienced its best, she take it to **** *** ******* because if its related to the repair they performed last month then those parts and repairs will be under warranty. Customer also has a service contract.  Serra Toyota has assisted the customer; we have spent over $***** since the customer purchased the pre-owned vehicle in mid-December 2021.  The Service Director gave our contact at **** *** ******* **** a heads up that the customer might be coming into their service department.  Ultimately, we have assisted the customer every step of the way and we will continue to help; however, the customer must take the vehicle to **** *** ******* **** as the concern is similar to the repair previously performed by that service department.  Thank you.

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