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:08/03/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/27/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/16/2022

  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 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

  Date: 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.