ComplaintsforSerra Toyota of Decatur

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a purchase from this dealership over three weeks ago. Ive received no response, and no shipments from the dealer. I have left multiple voicemails in an attempt to resolve this issue, and am never responded to. I am going to initiate a dispute on my credit card, as this dealership seems fraudulent, and refuses to respond.

  

  Business response

  06/06/2024

  ******************,

  Hello, thank you for reaching out.  I have checked with our Parts Manager, **** and your orders have been shipped out.  I have included shipping information in the attachments.  

  The parts manager actually did reach out to you and there was no answer at the time and also provided a shipping email.   We have a extremely large amount of parts that go out from our dealership and in some cases there are some delays that are out of our control.   In this case your parts were on backorder and there was a delay in shipping.   We understand your frustration as you want what you paid for as we all would.  There is absolutely no fraud intended in this situation.   We value each and every one of our customers and do the best to get the quality products and services out to each customer.   

  Sincerely,

  January ****** - Serra Toyota of Decatur - CRM 

   

   

   

   

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PIaced an online order with the parts department since they were running a promotion. Without notice or explanation the business canceled the order. This seems like a bait and switch.

  

  Business response

  04/25/2024

  Hello ***********************,

  The parts manager , *********************** checked on this claim and your order has not been canceled.  The order is processing and will take 2-3 weeks to ship from order date.  The online system will not send out any updates or emails concerning your order. 

  Thank you for your patronage and we look forward to assisting you in the future! 

   

  Sincerely,

  January Taylor 

  Customer Relations Manager/**********************

   

   

  Customer response

  04/25/2024

   
  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

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased Toyota CHR roof rack which were shipped to my address in **********. Due to poor packaging the roof racks arrived damage. Dented and scratched. Serra Toyota has just ignored my request to send them back for a replacement or refund.

  

  Business response

  04/15/2024

  Hello, 

  I have spoken with our Parts Manager, *********************; concerning this issue.  ****************** has filed a claim with the shipping insurance company.   He is currently waiting on several more pictures that were requested from the shipping insurance company.  ****************** has requested those pictures from **************** and has not received them yet.   Once those pictures are received , we can then submit and will hopefully have a resolution on this matter.  

  Serra Toyota of Decatur puts forth every effort to prevent shipping damage however, it does occur occasionally.   We value our customers and hope to get this issue resolved as soon as possible.  

  Best,

  January Taylor 

  Customer Relations Manager- ********************** 

   

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car in May 2021. It is a 2019 ******* Santa FE. It had ****** miles on it when I purchased it. In July 2022, I took it in for service due to stalling and accelerating issues and tire loosing pressure. I was told it was the turbo waste gate actuators. The warranty covered those and I paid $1400 for a set of new tires because mine were very bad. In August 2022, I took my car back in because the tires kept wobbling and were making a weird noise. The dealership couldnt find anything wrong with them. I took my car to a local tire shop and had them rotated and balanced. They told me the tire on the front passenger side had not been balanced and had warped the brand new tire. Even though, I was charged for a balance at the dealership. In March 2023, I took my car in due to having the same issues with stalling and accelerating. I told the service advisor it was the turbo waste gate actuators the last time causing the issue. The adviser told me they do not service ******* turbos at their dealership because they dont have the tools there. The subject then changed to my car needing spark plugs and O2 sensors. I took my car home and parked it because I did not have the funds to fix the issue. In June 2023, I had my car towed back to the dealership. Spoke to 3 people telling them what the car was coming in for. They called me 2 days later stating it was the battery now and the plugs and sensors were fine. They reassured me they test drove the car and it ran after I paid $460 for a new battery. I drove it home. The next day it was doing the same thing. I towed it back to the dealership where I was told they replaced the sensors and spark plugs and my car needed a new $11,000 motor. The service department failed to find that ************ was pulling oil into the spark plugs. They never told me this and let me drive my car off the lot knowing it wasnt just the battery, sensors and wires and now Im paying the price!

  

  Business response

  07/12/2023

  *************** has also filed a complaint with the Attorney Generals office.  This is now in the hands of our attorney's so I will not have any comment on this as of right now.  

   

  Best,

  ***************************

  Customer response

  07/13/2023

   
  Complaint: 20304126
  
  I am rejecting this response because **************** failed to assist me with my issues and I had no other options. His solution was to put me into a $700 a month new vehicle that way it would have a power train warranty if something went wrong. That is not a solution. I explained my situation to him. I am not able to afford that.  Furthermore, I have attached receipts where it states that in March 2023 when I brought my vehicle in, a multi point inspection was performed on the vehicle, proper levels of fluids and all other drive-ability areas. Had that been true, his service department would have seen the oil on my spark plugs and knew something was not right because they pulled the plugs out to check them. However, that was never mentioned until they called to say I needed a new motor. Instead, they let me drive my car knowing it would cause engine failure eventually. ****************, this issue with my engine did not happen over night. This had to be an ongoing issue that your service team never told me about. They have been dishonest from the start and you offered me no real solution. Instead, you continued to defend them and their errors with my car. I have also received a statement from a friend that just went through the same exact situation with your service department and spent over 11K trying to fix the problem.  Also, I have mentioned to you and to the service manager that I was told you guys do not work on ******* turbos because you do not have the tools there to do so, but your service department fixed the turbo waste gate actuators in July 2022? You nor the service manager have answered or even addressed that question at all. Leading me to believe they werent actually replaced to begin with. 
  
  Sincerely,
  
  ***********************

  

  Business response

  07/24/2023

  We still have not resolved this issue.  It is still in the hands of our attorney.  Below is a summary from our service director of the last visit though.  We did everything just the way we were supposed to.  There was no way of knowing underlying issues.

   

  Vehicle returned to have repairs performed from ******* mile visit-my email to Mrs. **********;warned of possible new developments since it was originally diagnosed.  Driving a vehicle with bad spark plugs/oxygen sensors could cause further damage in the valve train,  I noticed the ***** mile difference between the 3-16-23 and the 6-15-23 visit, and that was the reason I made that statement.
  The technician performed tune up and replaced the failed oxygen sensors, plugs that were removed were in bad condition-which is to be expected with faulty and possibly original spark plugs.  The technician performed his test drive after the repairs and noticed some hesitation and stumbles from the engine, he returned to the shop and removed one of the spark plugs and found it to be saturated in oil.  Meaning excessive amounts of oil is in the combustion chamber, which means it has internal engine failure, either rings or valve train damage.  The advisor and myself explained to Mrs. **********;that the warranty had expired at ******* miles and also this engine issue was not related to the repairs at ******* miles.  Mrs. **********;accused us of "putting a bandaid" on the problem while the vehicle was covered by the warranty and not telling her the real problem.  The time, mileage, and a basic working knowledge of internal combustion engines would not validate this claim.   As a service provider, we are going to recommend the repairs that the vehicle needs, whether it's an engine or spark plugs,  we get paid to repair the vehicle-we do not place any importance on if the customer is paying for ******************* warranty, extended warranty, or fleet company.  We are getting paid by someone to repair the vehicle to the best of our abilities.  We would have nothing to gain by not letting someone know what their vehicle truly needs.
  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Serra Toyota of Decatur used deceptive practices to obtain $1000 towards purchase of new Tundra Truck. Sales staff provided made up numbers on loan financing and used inaccurate income and loan application that was not submitted to provide made up numbers. The location provided a direct financing link to sales manager. *********************************************************** Sales - Dale **** and Sales manager - Kody ******* played run around games with pricing and loan estimates. They insinuated that the loan terms were final based on submission of loan financing application. In turn they made up numbers provided to us so that we would provide $1000 to hold a truck that may or may not be in stock and financing may not be available. Please see attached details, applications, and emails. We wish to recieve $2000 from the dealership for deceptive practices and time wasted. Dates: January 27th thru Jan 31st 2023

  

  Business response

  02/08/2023

  Hello,

  Serra Toyota of Decatur's main objective is to provide quality customer service for our customer's and any guest that inquires through the website, phone, etc. .   We apologize for any miscommunication between the staff and the customer here at Serra Toyota of Decatur. 

    In this case, the Sales Manager provided the information that was given to him by the customer.   The Sales Manager did make an error in providing the incorrect rate BUT did in fact tell the customer that due to his mistake , that he would honor what was given at the dealer's  loss.  The deposit amount was to reserve a vehicle which is  very prevalent in the economy due to lack of inventory sent to the dealer.   However , this customer did not pay a deposit at all.    Serra Toyota of Decatur definitely went above and beyond trying to get the vehicle that the customer wanted and spent many hours diligently  working for the customer.   The GSM has reached out to the customer and will continue follow up if necessary.   

  Thank you
  

  Customer response

  02/09/2023

  We disagree with the information provided by the dealer to BBB of Alabama.
  The sales manager did not ever speak to us and no one ever stated: “ in fact tell the customer that due to his mistake , that he would honor what was given at the dealer's  loss.”
  There are several issues with this dealership’s misleading sales tactics and financing loops.
  -Half sheets supplied on “A VEHICLE” and not the actual vehicle customer is reviewing.
  -The price differences from $62,831 to $61,950 and packages attached to the truck.
  -Using the direct link to sales manager: *********** The sales manager, Kody *******, is able to view partial information without the customer hitting the final submit button. Therefore committing financial fraud without the customer’s consent.  Dale **** stated that the sales manager saw all applications.  The customer only submitted one application.
  Salesman, Dale stating: “Then Dale stated: “He can see all of them now”.
  The manager reviewed the credit bureau and that is how he completed the information.
   “Those were the real numbers we qualified for.”
  “I hope that makes sense and I apologize for any confusion”.
  -Multiple rate summary made up sheets provided to customer.
  -Dealership wanting us to place $1000 down when we were going to be on our way and financing was not even in place as they continued to give us made up numbers.  Dale stated it was to hold the truck and truck may be pushed to sell as last day of month. He also stated that we only had to place $1,000 down once the terms were agreed on.  There was no agreement.
  Again, I felt uncomfortable with the half sheets of papers supplied to me in text format noting the price of a vehicle on 2 occasions. It did not note the exact Tundra that we were looking at. 
  Again, we filled out the Capital one financing estimate and Decatur Toyota would not review that one.
  Again, we filled out a Toyota Financial application that works with dealers. We were told by Dale that at point we would be financing with Toyota, but they would not use the application filled out by us online.  And Decatur was later discovered that they were not listed as a dealer that Toyota Financial worked with.  
  A Tennessee Toyota Dealership saw the Toyota Financial application AND was able to provide us with specific RATE, TERM, and pricing but there was no Tundra in stock.
  Again,  we were supplied summary rate estimates at 11 am when we didn’t complete the finance application online until 12:14 pm. 
  Again, the salesman, Dale supplied us with rates 8.74%, 9.74%, 10.24%; later rates: 7.24%, 8.24%, 8.74%;(Dale stating later that these were made up number); then 8.74%, 9.74%, 10.24%.
  Then we wanted 7.24% rate as stated in one summary.  Then came back late day stating 7.74%.
  We planned on coming down to the dealership but with this disarray and misleading sales tactics we located a dealer in Tennessee. The Tennessee dealership worked with us with no deception or misleading rates, pricing games, etc. We only had to agree on trade in value. Financing terms and added on items to the contract.
  Severe damages committed by the sales manager- Kody *******, and salesman, Dale ****, is misleading the consumer to incorrect pricing, rates and terms.
  This dealership needs to be fully reviewed by attorney general for misleading consumers. Using a direct application link and running with numbers and information that the consumer has not even completed NOR SUBMITTED.  That is scary and the public needs to be made aware of this issue.
  We did purchase a 2023 Tundra later on January 31, 2023.
  The people should be made aware of Toyota of Decatur’s misleading sales tactics; made up financing rate sheets, incomplete vehicle summary price sheet and using a direct link to sales manager’s desk so that he can use information that the customer has not even submitted yet and present made up numbers.
  I firmly believe that Serra Toyota of Decatur purposefully mixes up the conversation, supply partial sheets and multiple “made up” finance rates to confuse the consumer.  Then when a $1000 is deposited – then it may not be for the vehicle requested; then the consumer is left with whatever is the next available options, rates, vehicles, if any.

  

  Business response

  02/22/2023

  Hello, 

  Serra Toyota of Decatur has done everything possible to assist Ms. ******.  Serra Toyota of Decatur's company policy is to take a down payment to secure a vehicle.    In this case , we did not collect any money.  The Sales Manager that was assisting with this customer did in fact make an error when providing the rate(as mentioned previously in our original rebuttal)  BUT, did in fact honor the rate.   All associated involved were very upfront with the error.  

  Serra Toyota of Decatur has done all that can be done in this case.  This customer has  no right to receive any money from dealer as there has been no false claims, nothing fraudulent or anything misleading whatsoever.  Serra Toyota of Decatur takes pride in providing excellent customer service and will continue do everything we can to provide just that.   

   I have attached a zip file with transcripts between sales associate and customer.
  

   

   

   

  Customer response

  02/24/2023

  Subject: Serra Toyota of Decatur – Misleading consumer with multiple (and partial) summary sheets and using Direct link website to obtain information on multiple occasions without consumer submitting the application.
  
  This dealership uses misleading sales tactics to draw the consumer into a purchase.
  There were multiple partial summary sheets supplied during this sales attempt to obtain a $1000 cash deposit. When consumer wanted to come down and make a deal the sales person delayed visit and continued the partial summary sheets with variety of rates/financing along with attempting to obtain $1000 deposit. (Please see original letter for each)
  
  This dealership needs to be fully reviewed by attorney general for misleading consumers. Using a direct application link and running with numbers and information that the consumer has not even completed NOR SUBMITTED.  That is scary and the public needs to be made aware of this issue.
  
  The people should be made aware of Toyota of Decatur’s misleading sales tactics; made up financing rate sheets, incomplete vehicle summary price sheet and using a direct link to sales manager’s desk so that he can use information that the customer has not even submitted yet and present made up numbers.
  I firmly believe that Serra Toyota of Decatur purposefully mixes up the conversation, supply partial sheets and multiple “made up” finance rates to confuse the consumer.  Then when a $1000 is deposited – then it may not be for the vehicle requested; then the consumer is left with whatever is the next available options, rates, vehicles, if any.
  
  Serra Toyota of Decatur continues to NOT make it right in any degree, form of fashion with the continuance to lie and cover the truth - these are the same tactics used in the sales process.
  
  Thank you,
  
  
  Let the people decide.
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/23/2022, I contacted Serra Toyota to inquiry about available vehicles. I spoke with ************************* regarding vehicle availability. *****, send me pictures via text of available vehicles. During the communication, I was out of state working. I informed ***** of my current location, but I will be sending my fiance to look at the vehicles. ***** agreed to the meeting. Upon arrival my fiance met with *************************** instead of *****. After completing the test drive with *******, my fiance spoke with *****. ***** informed her there are two vehicles in transit that we might like. ***** also informed me via text regarding the two vehicles in transit with pricing attached. Upon initial contact, I was communicating with *****, but he informed me I would be working with ******* for now on because he was transitioning into a new position. He ensured me, he was training ******* effectively and any or communication would be done efficiently. Doing our conversation with both ***** and ******* regarding the vehicles in transit, I was informed that we needed to put down at least ******* and check application before we could be considered to purchase a one of the vehicles. We put the ******* down as requested. I contacted *****, the following day on 10/24 regarding the ******* requirement and where does it apply. ***** states" You can apply it to the vehicle purchase or get back at signing". I inquired, would the money be returned, if I don't purchase the vehicle. ***** ensured me we would receive our money back. I was contacted by ******* on 10/15, regarding vehicles arrival. I was unable to reach an agreement with the car dealership and requested my ******* refund. I was contacted by *******, stating I could not get a refund because the dealership specifically ordered the car for me. I informed ******* the car was in transit before my vehicle inquiry. ******* told me " It was not and that he proofs". The dealership is refusing to refund my *******.

  

  Business response

  10/19/2022

  Hello, 

  The customer actually came back in two days ago and purchased the vehicle and the $1000.00 was used in the purchase of the vehicle.  

  This complaint was filed before the situation was resolved.  If you have any further questions, please contact us and we will gladly assist you. 

   

   

   

• Initial Complaint

  07/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order *********) ($268.97) with Serra Toyota of Decatur on 3-23-22. Received an update from Serra that special orders could take up to 14 days to ship. We are now 114 days in and still no order and unable to get any type of reply from Serra Toyota. In June our ISP address changed and their website would not allow me to change our email address, so on 6-12-22., I called Eric in the online parts department to give him our new address. As I gave Eric my order #, he proceeded to lecture me about how he is handling over 1 million dollars in orders. He stated that he works days, nights and weekends and has no time for himself. He does not know when or if I will get my order and that I would be better off canceling the order. I tried to explain that I was not calling to complain about how long it was taking to receive order, but he did not seem to care. I followed up with an email to Eric the same day, to make sure the email address got changed (still no reply from him). I have never complained to them, as I chalked it up to supply issues. I needed some of the parts to keep the vehicle running, so last week I placed an order for some of the parts that I originally had on order with Serra, but ordered them from a different Toyota dealer. I received that order this morning. What is going on Serra Toyota of Decatur? Is this some type of a scam operation?

  

  Business response

  07/15/2022

  My name is ******* ******, and I am the Customer Relations Manager here at Serra Toyota of Decatur.    I first would like to say that I am extremely sorry for the extended wait time on parts and the lack of follow-up from the Parts Department.    I do understand your frustration completely and definitely want to get this taken care of for you.   

  While I know it is not an excuse for the lack of follow up, the Parts Department has been dealing with an overwhelmingly large number of orders since the start of the sale back in March.  And we have been dealt with back order after back order and extremely slower shipping as well.  Also, the parts manager has had to attend to his wife during a recent surgery as well as himself in surgery today for a broken arm.   Again, I know it does not excuse the lack of follow up.  

  I know in your remarks you stated that you purchased some of the parts from another dealer, so I wanted to find out if you would like to keep your existing order, or just would like a total refund on the entire order?   I will gladly do whichever is best for you, just let me know.  

  Again, our sincerest apologies for this inconvenience.  We appreciate your business.  

   

   

   

   

  Customer response

  07/27/2022

  I am rejecting this response because: It is the same tactic used by the parts dept. Just more excuses without providing any information about when my order might ship or if it will even ship at all. It has been more then 4 months...
  

  

  Business response

  07/28/2022

  When ******* answered you back she explained the situation.  I do not know what tactic that would be that you are alluding to.  You have also said we have scammed you, not only here but also through a Google review.  In fact we have never even collected payment on this order since at the time we could not get them.  

   ******* did ask if you would like for us to fill the order or cancel it. So I will ask, would you like to fill the order or cancel it?  If so please let us know ASAP and we will get your order together, and you should receive it next week as long as we hear back from you by 3pm CST (The time our parts order cuts off) on 7/28.  If so please make sure we have a good phone # or we can just email you (at the new email you provided) so that we can collect payment before we order.

  I had also left my contact info in the Google review that you had left last week, yet I have not heard back from you so maybe you missed it.  My email is [email protected] or ************

  We are working to get all of these order filled for you and everyone else so please just let us know at your convience

• Initial Complaint

  06/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a small parts order from Serra Toyota on 3/21/2022, order #******* in the amount of $111.72. I checked shipping terms before ordering then also received an automated email, which stated 2-4 working days for shipment and up to 14 days for special orders, otherwise Id be contacted. After patiently waiting with no updates, I called to check status on 4/19/2022 (29 days after order) and was informed that Id have to speak with the parts manager who was currently unavailable, but my order should ship soon. I emailed the parts manager ************ on 4/25/2022 (35 days after order), requesting status and explaining my car has been on **** stands for a month waiting on these parts and received no reply. I emailed again on 5/2/2022 (42 days after order), this time receiving a rather short reply saying he couldnt tell me when hed have time to ship my order, and that I could cancel if I wanted to (losing Toyotas promotional discount). I replied that I wanted my parts. It is now 6/7/2022 (78 days after order), and I have yet to receive any further reply. I see from other review sites that they are STILL taking new orders and fulfilling those within a few weeks, ahead of orders paid for 2.5 months ago. It also appears they are giving larger dollar amount orders priority while pushing smaller orders back. This business practice seems shady, dishonest, and lacking integrity. Judging from the numerous complaints, Im left wondering if my order will ever ship, as they have left customers in the dark. If this dealership is so swamped from the Toyota promotional sale, they should have taken a small bit of that commission and hired enough extra hands to expedite this process and fulfill these outstanding orders within a reasonable time, especially within the 2.5 months since my credit card was charged. It seems Serra Toyota doesnt care about post-sale customer service, and puts their profits over customers time. We just want our parts so we can get our car running.

  

  Business response

  06/10/2022

  Hello ********************,

  My name is ******* ******, and I am the Customer Relations Manager here at **********************.   I wanted to first apologize to you for the extreme delay with your parts order.  The **************** has been overwhelmingly busy with orders from the recent sale.  I completely understand your frustration though as it seems several orders are taking a lot longer than normal to ship.   I sincerely apologize for the extreme delays and lack of follow-up.    We have hired several more employees to get a handle on the enormous number of orders.  

  I checked on your order and it is shipping out today via **** TRACKING # 1Z4404R00339878602

  We really appreciate your order and want you to know that your patronage is very important to us.  We absolutely do care about post-sale customer service and value all of our customers.  Thank you for your patience and if you need anything else, please feel free to reach out to me at ***********************************************************.  

  Best,

  ******* ****** /CRM/Serra Toyota of Decatur

   

   

   

• Initial Complaint

  05/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Serra Toyota was running a promotional sale and I had placed one order on 3/18/2022, #******* and another order on 3/19/2022, #*******, both with robot email replies that indicated, "Please allow 2-4 working days for shipment of your order. Most orders will be shipped from our stock within 24 hours, though some special order items may take up to 14 days. If we can not meet this time frame, we will contact you." I emailed **** on 3/30/2022 requesting status and he said it would be processed late on the following week and sent out. Twenty (20) days later on 4/19/2022, I still hadn't receive any notice and emailed **** back, to which he responded that the original payment transactions (PayPal) were cancelled since there were no activities and would need to provide another payment form. Eventually I spoke to someone named ******* on 4/21/2022 and gave him credit card information so they can process the transaction, to which he said they should be able to process and send the parts out the following week. Two more weeks have gone by with no response or tracking information, I emailed **** on 5/7/2022 requesting status again as well as called and left a message for ******* on 5/9/2022, to which neither has responded. You can read about the same problems that other consumers are currently experiencing as well: https://www.resellerratings.com/store/Serra_Toyota_of_Decatur. They should not treat customers this way and should be held accountable for their business practice.

  

  Business response

  05/16/2022

  Hello *************,

  Good morning,

  I am reaching out in reference to your complaint concerning your parts orders.   I checked on the status of your orders and fortunately both orders shipped on 5/13/2022.  I will provide the tracking information below.  

  I wanted to apologize for the inconvenience you may have experienced.  The online parts sale produced an extremely high volume of orders all across the country and it has caused major delays in shipping.   I apologize for the lack of follow up as our parts department is working diligently to provide information to all the customers that have ordered during this online sale.   We very much appreciate your business and value you as our customer.  Thank you so much for your patience!  

  Tracking information:

   1Z4404R00314464373

   1Z4404R00334554292

  Please reach out to me if you should have any questions or concerns.  

  Sincerely, 

  January Taylor 

  CRM /Serra Toyota of Decatur

   

  Customer response

  05/18/2022

   
  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

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Sierra Toyota on 05/02/2022 because my right front tires was losing air and they told me that nothing was wrong with my tires that I needed new tire sensors. I had told them that My tires were still under warranty and where I had purchased them. I picked my car up and the next day I had a flat. So I took it to another tire place and I had a hole in my tire. I had to purchase a new tire from this place. I called ******** ****** in Hernando , MS. Where I had purchased the tires and they said that my tires were covered under roadside hazard warranty and that Sierra Toyota in Decatur should cover the warranty.

  

  Business response

  05/11/2022

   I have spoken with the Service Director, ***** ****** and he advised me that at the time the vehicle was here on 5/3/2022 that there was no leak in the tire.   The technician stated that there was no leak and that tire pressure monitors are needed.   Serra Toyota of Decatur did not charge the customer anything for the initial inspection of tire which was not faulty at time of inspection.   The customer contacted the Service Director after the inspection on 5/3/2022 about the road hazard coverage, and he told the customer, whom was at another tire store, to have the tire store to put her spare tire back on and not replace the tire then go to a Toyota dealership to get it replaced.  At this point the customer hung up on the Service Director.    The customers road hazard is under the **** ****** program.   Serra Toyota of Decatur is not familiar with how things are done with that program.   

  We appreciate our customers patronage and definitely want complete customer satisfaction with all of our customers.   Please let us know if there is anything else needed.

  Sincerely,

  CRM / Serra Toyota of Decatur

  Customer response

  05/13/2022

  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******-esp

*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. ↩