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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every single employee that works at this establishment was out right rude and ****** aggressive. At one point we were Yelled at and then when we called back to receive more information that the first employee said he would call back with. A second employee was also aggressive and rude when trying to get information. Original employees name was ****. Not sure of the second employee.
Business response
08/01/2023
To whom it may concern,
I have reviewed the customer's complaint with the service Manager and team. Unfortunately, nobody has any recollection of speaking with the customer.
We were unable to find any records of a phone call or email from the customer's information in the complaint to review.
I did review with the service team how we expect our guests to be treated when they call or visit in person.
We have reached out to the customer to apologize and see if there is anything else we can do.
Please let me know if there is anything we can do to remedy this situation.
Thank you
Initial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FOCUS HAD PAST ISSUE OF *** . CAR HAD *** REPLACED WENT BAD WARING ENGINE LIGHT. WENT TO SERRA FOR *** FIX AND REPLACEMENT. THIS *** IS GIVING MANY CUSTOMERS PROBLEMSAND NOW THE RECALL IS EXTENDED TO JUNE 30 ****. SERRA FAILED TO HONOR THE RECALL AND GOT RIPPED OFF FOR 165 DOLLARS THAT NEEDS TO BE REFUNDED!!!! INVOICE *****... WE READ THE ** ABOUT CLUTH SLIPPAGE CON JOB , NOT TO REPLACE THE ****** THIS USED TO BE HOSER ***** AND THEY DID REPLACE THE *** HONORED THE RECALL AT NO COST TO WE THE CUSTOMER!!!!!NOW IT'S RUN BY ********************** CON ARTIST ******** ELDER FEMALES NOT KNOWLEDGEABLE WITH CAR MECHANICS .. REAL SHAMEFULL AND IMMMORAL. WANT THE 165 DOLLARS REFUNDED..INVOICE *****.Business response
08/02/2023
To whom it may concern,
The customer brought her 2013 **** Focus with the following complaint:
Customer states the vehicle jerks and vibrates from a stop and when going up hill it hesitates to accelerate. The customer mentioned that that there was a recall for the *** that she would like to be checked.
The customer was advised that there was a $165 diagnostic charge to verify the concern and it would be covered by **** if it was the ***.
The tech road tested the vehicle with IDS to monitor the clutch pids and found the clutch to be the cause of the vibration when taking off. We informed the customer of the findings and quoted a price to repair the clutch. The customer declined the repair at that time.
**** did extend the recall for the *** however they do require us to verify that it is failing. Unfortunately our tech did identify the clutch was the problem using the proper method required by *****
At this time we would be happy to have our service manager inspect it again for free to verify our techs findings.
We do get paid to fix the *** by **** so we would love to find that to be the problem and complete the repairs, however we are required to provide proof to **** that it is indeed the *** that is the problem.
Please feel free to reach out to us with any additional questions
Thank you
Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a brand new 2022 **** Explorer ST at the end of October, 2022 (There was a mistake with the original loan, so I'm not 100% sure what their records will show.) I purchased a service plan which included such things as oil changes, brakes, and dealer recommended services for roughly $3,100. The vehicle was stolen on December 28th, prior to me using ANY of the services. When given a refund, I was not given the full value back, in spite of **** doing absolutely nothing to service my vehicle. I was shorted $232.80. I attempted to work with ***********************, and then ************************* in order to fix the problem. ***** has yet to respond to my latest email which was over a month ago. **** claims my refund is prorated, but again NO SERVICE was rendered. Keeping a portion of my money is simply unethical, especially considering I paid about $60,000 for the vehicle.Business response
05/25/2023
I called and spoke with *********************
I have agreed to send ******************** a refund and deal directly with **** on his behalf.
Initial Complaint
10/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My wife and I recently purchased a vehicle from the for mentioned dealership. We were offered a specific amount for the trade in of my wife's vehicle. The trade in amount was suppose to be based on the fact that the vehicle we were trading in needed a new windshield and new tires. When I inquired as to why the amount was significantly less than the amount I had recently obtained from KBB ( Kelly Blue Book) a company that provides trade in amounts and retail selling amounts. I was informed that the amount they provide is only a suggested trade in range and not a specific offer. I then asked so the offer or range in not accurate or nor relevant. Was then informed no it is only a range I would have had to ask specifically for an offer to get the correct amount. After the trade in was done I then went onto their website and found the vehicle we traded in was listed for sale for nearly $6,000 above the trade in amount and the tires we traded the vehicle in with were still on it. When I emailed the dealership and inquired. Was informed they found other issues with the vehicle that had to be repaired. I inquired was the trade in amount based on these repairs sense the amount was before these repairs were found out to be needed and why wasn't I told about these repairs. Have not gotten a response about this question and also my question as to why the tires were not changed on the vehicle either. As of yet I have not heard back from the dealership about these questions.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought a CPO truck from them and every morning the door does not latch on the drivers side. Left a couple voicemails and no one returns my call.Business response
12/22/2021
We have reached out to the customer and he is coming in tomorrow morning for us to fix the door latch.Customer response
12/23/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.