ComplaintsforSerra Toyota

• 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.

• Initial Complaint

  12/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Toyota Rav 4 July 2021. I had a flat tire Dec. 2021. First time having a flat in this vehicle. So when roadside assistance arrives they asked about wheel lock/key. I looked in the vehicle and didn't find one. So the driver used another tool to remove the tire and told me to contact the dealership. I called and asked for customer service manager because I didn't know exactly who I needed to speak with. I was told that the manager was in a meeting and sent to a voicemail. I called back and was told to hold on until the phone hung up. The third call I was told to have it towed to them and they would remove the tire at no charge. I said no and just asked about getting a key. They lady then told me that I would have to change out the lugs because they only had a master key, and that sometimes the previous owners don't leave the keys in the vehicle. Why should I have to pay to have lug nuts changed out on a car. I finally left a message but no response as of yet

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/29) */ Serra Toyotas CRM was out of the office for the Christmas Holiday. She forwarded the complaint to Serv Dir. Serv Dir reached out the to the customer. The cust came into Serra Toyota; the vehicle has no wheel locks. Showed the cust where the spare tire tools are located in the vehicle. Showed them the jack and lug nut wrench. Showed them that they fit the lug nuts on the car. It has been determined that the tow truck driver was inexperienced or had no clue what they were doing. Cust left 12/29/21 7:50 am. Thank you for your time. Consumer Response /* (2000, 10, 2022/01/02) */ They have fixed my all concerns

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car back in Feb of 2021. I was in an urgent position to get a car and I can say that Serra Toyota was very helpful in taking hours out of their evening to help me get qualified and financed through an External Credit Union. However, when I went to go register my car at the DMV, the woman who was assisting me brought it to my attention that I did have the necessary forms to register my vehicle. I was missing the Title Application Form. I have been calling, emailing, and leaving voicemails to every department I am able to reach in efforts of finding someone who can help provide this form. No one has helped me. Every time I get an operator on the phone, they give me some reason why they are not able to help with that and that they will route me to someone in another department who can, and to leave a voicemail and they will get back to me. THIS HAS BEEN GOING ON FOR ALMOST 10 MONTHS! I have been penalized with 2 traffic citations because of this and now have to report to court for the citations on 12/2. My car HAS to be registered by then, or I will get fined a third citation. I am very unsatisfied with the customer support/care that I have been provided with for almost the past year. I am writing this in hopes of it escalating to the necessary people in management to help me get this handled.

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/23) */ Serra Toyota apologizes that the customer was not able to get in touch with the Finance Dept. ************** - F&I Mgr relayed that he did try to get a hold of the customer. The CRM has uploaded a copy of the Title App for the BBB to pass along to the customer. Thank you so much for your time.

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