Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/24 I went to SERRA Toyota dealership for a oil change and was charged $16.95 for a MOA which I did not request nor was I consulted with about a MOA. I have contacted the service department via email and have yet to be contacted by a service manager or the technician who performed the service ******* *****. I am requesting the BBB contact SERRA Toyota about the unauthorized service.

  

  Business Response

  Date: 12/30/2024

  The Parts & Service Director called the customer 3 times.  The phone would ring once then go to voicemail.  The Service Director wanted to update the BBB case since he could not speak with the customer.  The *** $16.95 is not an option to remove, it is part of the standard oil change and its always factored into the price.  If the customer has any additional questions, she can reach out to **** ********* at *********************.  We sincerely appreciate your time.  Thank you.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of my experience with Serra Toyota was last Thursday, October 10th, 2024. We also inquired on purchasing a vehicle in May of 2024, this past year, and they wanted to sell us a used vehicle of our liking but with too many miles and it was the same year as the vehicle we currently had. We had a RAV4 we were trying to trade in for a higher equipped RAV4 last year. So due to us being pretty much brushed off and treated like we were not repeat loyal customers, we went to another ********************** dealer and were talked into buying a Camry in which we wanted a RAV4. So since we have some family issues going on with people that cannot get in and out of a sedan good, we give Serra Toyota another chance into helping us get into another RAV4. We were all for taking an XLE instead of the higher equipped XLE Premium just to get us a RAV4. But the salesperson told us we were pretty much stuck with our Camry and to count our blessings, and just drive it. He knew and knows our situation. We have bought two vehicles from him. It is like pulling teeth trying to talk with anyone at Serra Toyota. All I'm going to say is, this is not how you treat your repeat loyal customers. The CUSTOMER IS ALWAYS #1. I pray this doesn't happen to anybody else at Serra Toyota and I have heard that this is happening a lot at Serra Toyota, that they just don't care for their customers anymore. Something should have been done in our favor of what we were wanting.

  Customer Answer

  Date: 10/15/2024

  It would be best in our interest here for Serra Toyota to help find us a RAV4 that we like and one that meets our desired budget for how much we can pay on the vehicle monthly.

  

  Business Response

  Date: 10/17/2024

  ***** and ******* ******** were informed that based on their current credit scores, current level of income, and the current time in the vehicle they wish to trade (4 months) that it would be in their best interest to make at least 12 payments.  Based on programs that they could qualify for at the time, it would potentially save them thousands in interest charges and make it more likely to accomplish their goal of lowering their current payment. ~ *** ********** - General Sales Manager 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22425206
  
  I am rejecting this response because: My credit score and my mothers credit score have come up since inquiring. I do understand **** explanation. A 600 score is needed. I am at a 574. My mother is at a 530 last I checked. Could they work with that?
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/18/2024

  In addition to the specific score needed, in order to qualify you must have 12 completed payments for the program needed to help the customer.   Since the car was recently purchased there are still more payments to be made until we can use that program to trade the customer out.  In 8 - 9 months, ********************** would be happy to help with trading the current Camry for a Rav4.  Thank you for your time.  ~ *** ********** - General Sales Manager 

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22425206
  
  I am rejecting this response because: I am just not satisfied with the business and the lack of help I received previously. We inquired this past May after being told to wait two to three years on upgrading to a RAV4 XLE Premium by our salesman. We did just as he told us to do. He wanted to put us in a used RAV4 XLE Premium and my mother wasn't happy, because she doesn't like second-hand vehicles, especially on another RAV4 the same year as ours with a much higher payment. That is why we went to another Toyota dealer to get another RAV4, which then we were railroaded into buying the Camry which is not a bad car. It's just that the Camry sits too low for my mom and grandmother. I want to apologize that this had to all come about, but we are loyal customers to **********************, and to the whole staff. My sister bought two cars from there. We bought two cars from Serra Toyota. My brother and cousin did. I think customer loyalty should come first before credit bureaus. And as I said in one of my other reviews, the other Toyota dealer said they had other customers coming from ********************** telling them how Serra is no longer putting their customers and their needs first. To all the staff at Serra Toyota, start listening and thinking about your loyal and repeat customers.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales representative *************************** is continuously running my credit without any follow up. I reached to him by phone and I also sent two text messages. However he still isn't following up, but he keep running my credit. I contacted the dealership and was hung up on three times. I asked for the General Manager *************************. I was advised he wasn't available. I then asked for the General sale manager, I was asked to leave my contact information. He was at the new car location, I called and left a message and he didn't return my call either. I had a similar issue with the brother lot Serra ************************************ asked me to trust him. He (*****) promised I would receive the same outcome. However here we are again with almost fifteen hits on my credit, in which it's going to futher lower my credit score.

  

  Business Response

  Date: 08/06/2024

  BBB -
  
  Serra Toyota received the customers application on Saturday August 3rd.  Lenders were not available at the time.  At first opportunity on the following Monday (August 5th), Serra Toyota submitted the customers application for approval to only two lenders. From one lender we got an error message and from the other the application, it remained pending throughout the day.  It was still pending when we received the BBB complaint.  We will follow up with the customer as soon as we have some good information to go by.  Thank you for your patience.  ~ *************************** - General Sales Manager - Serra Toyota

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 06/21/2024

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

  Customer Answer

  Date: 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

  Date: 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

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.