Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I took my car to SHS for an oil change in August 2023. My car had an approximately 10,200 miles at that time. It currently has approximately 14,000 miles. I don’t drive my car a great deal and never drive it at high speed. My husband checked my oil the other day because we were getting ready to go on an extended road trip and came in to ask how long it been since I had my oil changed. He said my oil looked dirty. We were able to take photos and document the dirtiness of the oil. We do not believe that Serra Honda actually completed an oil change when I took my Honda CRV into them in August 2023. I am asking for a refund for an oil change that I apparently did not receive. I do not want any complimentary services from this business as I never plan to take my car there again. I spoke to the service manager today and she said she cannot give me a refund unless I drive almost 50 miles back to Sylacauga for her to inspect my car. She was not interested in the photos or the video that we took. I have also contacted the general manager of this business who did not return my calls. I’m asking for refund for an oil change I never received.Business response
02/09/2024
The customer has driven 3800 miles since getting her oil changed. She is almost due another oil change, which is recommended for most vehicles at 5000 miles. The purpose of oil in a vehicle is to lubricate and clean the engine. If the oil is looking dirty after driving 3800 miles, that means it is doing its job. Had the customer only driven 500 miles instead of 3800 miles, there would be necessary cause for concern.Customer response
02/09/2024
Complaint: 21270927
I am rejecting this response because:
Sincerely,
Patricia GriggsBusiness response
02/12/2024
We will gladly provide an oil change at no charge for the customer the next time she comes by. Unfortunately we cannot provide a refund for an oil change that took place back in August 2023 and 3800 miles ago.Customer response
02/14/2024
Complaint: 21270927
I am rejecting this response because I never intend to take my Honda CRV to Serra Honda again for service of any kind.
Sincerely,
Patricia Griggs
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.