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Complaint Details
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Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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,
****** *******-espInitial Complaint
01/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
on 12/18/2021 the sunroof exploded in our sequoia. we filed a claim with insurance and brought the truck to Serra Toyota of Decatur on 12/27/2021. When my wife dropped the truck off, she informed them of the glass under the headliner and that it will need to be removed in order to clean all the glass out. They took the truck and finished fixing the sunroof on 12/31/2021 but told us that they could not release it till they received the check from insurance. On 1/5/2022 they called us saying they got the check and we could come get our truck. My wife went to pick the truck up and discovered that there was still glass all in the headliner and map lights and when she opened the sunroof, it was sluggish and made a grinding noise. They said they cleaned the truck and it was probably just left over glass that fell out of the sunroof tray. But they would take it and clean the headliner and check the sunroof. I had to call and check on it on 1/8/2022. They informed me that they had pulled the headliner and discovered that we needed new cables for the sunroof because of glass damage and they were going to call our insurance for additional funding for the fix. I talked to Cody, our insurance agent, and he told me that he had sent a check to cover the whole assembly and not just the glass. As of today, 1/13/2022, we keep calling the dealership to ask about progress and they keep saying they are waiting for our insurance to call them back.Business response
02/10/2022
Business Response /* (1000, 5, 2022/01/14) */ The original claim was for the roof glass only, not the assembly. Progressive has not authorized any further repairs at this time, as soon as they approve further repairs, we will begin the repairs. We recommend you to contact your insurance company.Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On November 22, 2021 I purchased a Jeep Renegade. I only received 1 key-less key fob. When I was suppose to receive two. I asked the dealership about getting the second key and have not been given one. I have highly upset about this situation.Business response
02/10/2022
Business Response /* (1000, 8, 2022/01/25) */ Hello, thank you for reaching out to us here at Serra Toyota of Decatur. My sincerest apologies for the miscommunication concerning your extra key. We sometimes do not receive the extra keys on used cars when traded into us. The sales consultant that assisted you has called and left a message concerning this issue. Serra Toyota of Decatur will be happy to provide a purchase order to the Jeep store to pay for a key remote. Please just reach out to your sales consultant or any of our managers for further assistance. Again, thank you for reaching out and we greatly appreciate your patronage.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
12/10/21 order was placed through the business' website. 12/14/21 order was shipped and delivered on 12/16/21. On 12/16/21 I contacted the business via email with pictures showing that the item was received damaged. 12/21/21 the business responded with the following: "After talking with my technicians we see them come in similar to what your pictures show and they straighten them or take them off and toss it. It is heavy and during shipping that little dust shield gets bent." I the original purchase was not made for a pre-damaged or faulty item. On 12/21/21 I requested via phone that the item be replaced. The business refuses to replace the item.Business response
02/01/2022
Business Response /* (1000, 5, 2021/12/22) */ Thank you for relaying your experience over to us. We want you to know that we value your patronage and understand your frustration. We ask that you go ahead and send back the damaged part and upon receiving that, we will send out another one to you. Please understand that the part is quite heavy, and shipping can be very unpredictable. Again, thank you for your patronage and let us know if there is anything else we may assist you with. Happy Holidays!Initial Complaint
10/19/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Serra Toyota website. The Nissan Sentra's price was crossed off and says get "e-price" (to get "e-price, you have to submit your personal information). I wanted the e-price, which is presumably better than the price they crossed out. Not so fast! They texted this morning and asked if they could help. I inquired about the Nissan. Can you please give me more information. "Oh, that's at our sister company. Do you want that car, or something in that price point?" I finally call again @ 2pm to inquire about Sentra. "I'm sorry. I got busy. I'll try again. Unfortunately, It's sold." Keep in mind, it's still up on the website and they are getting people to inquire about a special "e-price" for a vehicle that is UNAVAILABLE. It's a ploy to get people to submit info and sales folks can lead them toward other cars at their dealership. It's false advertising. At the very least, misleading. Simply unethical.Business response
11/30/2021
Business Response /* (1000, 5, 2021/10/21) */ Hello, We want to extend our sincerest apologies for any misunderstanding with our dealership as we 100% strive to provide complete customer satisfaction with all customers in person and online. Dealer does have 3 stores where the inventory is listed on our website in a combined fashion. When an inquiry is submitted and the vehicle is not physically at our specific location, we then have to contact one of the two other 'sister' stores to check and see if it is there physically. The vehicle could be in the process of being sold at one of the other stores. Unfortunately there can be some overlap when dealing with 3 large dealerships with a substantial amount of inventory in pre owned especially. In reviewing the messages between customer and dealer , the associate informed the customer that the vehicle was already sold and was merely trying to find another vehicle that was comparable to assist the customer. There was no fraud intended whatsoever by associate or dealer. This was a matter of 2 locations within the same company having the same vehicle and it was sold during the conversation with customer and Decatur dealer. Serra Toyota of Decatur would be happy to assist customer in finding a vehicle and assisting with all of the customers car buying and servicing needs in the future. Thank you for your inquiry.Initial Complaint
10/06/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm looking for a car for my daughter. I found one on the Serra Toyota website. The Nissan Sentra's price was crossed off and says get "e-price" (to get "e-price, you have to submit your personal information). I wanted the e-price, which is presumably better than the price they crossed out. Not so fast! They texted this morning and asked if they could help. I inquired about the Nissan. Can you please give me more information. "Oh, that's at our sister company. Do you want that car, or something in that price point?" I finally call again @ 2pm to inquire about Sentra. "I'm sorry. I got busy. I'll try again. Unfortunately, It's sold." Keep in mind, it's still up on the website and they are getting people to inquire about a special "e-price" for a vehicle that is UNAVAILABLE. It's a ploy to get people to submit info and sales folks can lead them toward other cars at their dealership. It's false advertising. At the very least, misleading. Simply unethical.Business response
01/03/2022
Business Response /* (1000, 5, 2021/10/06) */ Customer Relations Manager (CRM) at Serra Toyota of Decatur looked into the database to see who the BBB cust spoke to. CRM didn't see her name or number in the system. CRM reached out to the CRM at Serra Toyota of Decatur and she confirmed that the customer spoke with a SP at that store in Decatur NOT the one in Birmingham AL. The vehicle was at the Birmingham store but she spoke with Decatur sales department Please assign this BBB case to Serra Toyota of Decatur - 309 Beltline Pl SW, Decatur, AL 35601 Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The KBB ad listed that and other vehicles to Serra of Decatur. Not Birmingham. I already purchased another car, but they have to stop listing cars as "inquire about special e-pricing" for cars that are no longer available. Business Response /* (1000, 20, 2021/11/01) */ Dealer CRM responded back on 10/21. The case id on the response shows ********* Unsure as to why/where the response went or was posted to. This is what our 10/21 response stated: Hello, We want to extend our sincerest apologies for any misunderstanding with our dealership as we 100% strive to provide complete customer satisfaction with all customers in person and online. Dealer does have 3 stores where the inventory is listed on our website in a combined fashion. When an inquiry is submitted and the vehicle is not physically at our specific location, we then have to contact one of the two 'sister' stores to check and see if it is there physically. he vehicle could be in the process of being sold at on of the other stores. Unfortunately, there can be some overlap when dealing with 3 large dealerships with a substantial amount of inventory in pre-owned especially. In reviewing the messages between customer and dealer, the associate informed the customer that the vehicle was already sold and was merely trying to find another vehicle that was comparable to assist the customer. There was no fraud intended whatsoever by associate or dealer. This was a matter of 2 locations within the same company having the same vehicle and it was sold during the conversation with customer and Decatur dealer. Serra Toyota of Decatur would be happy to assist the customer in finding a vehicle and assisting with all of the customers car buying and servicing needs in the future. Thank you for your inquiry
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Contact Information
Customer Complaints Summary
18 total complaints in the last 3 years.
4 complaints closed in the last 12 months.