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:07/30/2024

  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.

  This dealership is an absolute sham. They sell "new" vehicles that are faulty and don't even drive straight. Despite multiple attempts to get the issues fixed, they have failed and refused every time. I am left to believe they know they are selling cars with issues but don't care and only want your money. The staff is extremely rude and unhelpful. I would never recommend anyone to go here. I am beyond dissatisfied and upset with my experience. Said differently, they are incompetence at its finest level. I want my "new car" to be fixed and operate as it should or they need to take the car back.

  Business Response

  Date: 08/12/2024

  To whom it may concern,

  We have attempted to contact the customer via phone (left voice messages) several times (7/31, 8/2, 8/2, and 8/5) and have not received a return call.

  Best,

  ****

• Initial Complaint

  Date:03/23/2024

  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.

  Hello my name is *************************** from ******** ******** I'm contacting with you in regards to the ******** **** Warranty Act as I feel that I should be covered under what happened was is that I had two door speakers and some new speaker wire installed in my ***************************************************************************************************************************************************** order to drive it this all started back in August of 2023 it's not been resolved as of yet. the last word that I heard from the dealership in *********** ******** was that they weren't going to repair the vehicle unless I gave them $6,100 and this is an obvious ******** Warranty Act case I feel but when I brought that up to their attention they said that they would not listen to that particular Act so I'm here waiting on an engineer to come up to *********** to look at the car and see if the engineer can prove or disprove that it was the speakers and or speaker wire that fried the car which is not the case needless to say the entire job with parts included and with a non-engineering person doing the work would cost no more than $1,500 but they're gouging me for $6,100. This repair should be a warranty issue and nothing else.. So now they are holding my car hostage in an undrivable condition so I can't take it anywhere else. ******!

  Business Response

  Date: 04/08/2024

  TO whom is *** concern,

  ******************** has installed aftermarket audio components into his 2023 ********** ******* Manager has tried to get ****** to offer outside warranty assistance from ****** of ******* and ****** has declined. Unfortunately, when installing the aftermarket audio components, it has caused issues with the factory system. At this point ****** has declined assistance. Al Serra is tied to the manufacturer's decision and can offer zero assistance. Please call with questions, *****************, Operations director ************

   

  Customer Answer

  Date: 04/08/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed a $1000 deposit on a used truck. My credit ***** contacted the bank about the title. The dealer would not put the title in their name. Eventually, the dealer put the title in their name. They told me everything was good to go. I go to the credit union to finalize the loan, the dealership will not sign the title guarantee agreement and the bank will not give me the loan due to them not signing the title guarantee. I already sold my truck before I went to the bank because I was told by the dealer that everything was good to go. It has been a week now and the dealer will not sign the paper and I have asked for my money back but they are ignoring me now. I want my whole deposit back due to them not signing the paperwork so that I could have bought the truck.

  Business Response

  Date: 02/08/2024

  We spoke to ******************** on 1/27/2024 and refunded his $1000.00 deposit to his original payment method. Customer stated "thank You" via text. 

  Customer Answer

  Date: 02/08/2024

  [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,

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

• Initial Complaint

  Date:01/19/2024

  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.

  Went and got an oil change for my car and they blown my engine

  Business Response

  Date: 01/27/2024

  To whom it may concern,

  Our Team connected with the customer and is working on a solution / game plan.

  Best,

  Matt

  Customer Answer

  Date: 01/31/2024

  [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,

   

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

  I was told due to cold air conditions that my vehicle will commonly suffer meaning that the engine will push oil out and fail. But before I had a engine oil change the car was driving well. When I notice my oil was low I had al Serra Service my engine oil on Jan 11. *****. I will like to resolve this by Al Serra pay for my vehicle or pay for my repairs

  Customer Answer

  Date: 02/01/2024

  The problem is not resolve.

  Business Response

  Date: 02/01/2024

  To whom it may concern,

  The customer brought their vehicle to ********************** on 1/11/24 for an oil change. The service was completed and customer left. Customer called on 1/18/24 and said he had an oil leak. Service Manager had vehicle towed to investigate the oil leak. Service Manager and Master GM technician inspected the vehicle and found the failure was from the *** freezing up which caused the rear main seal on vehicle to leak out all of the oil. The Service Manager and technician looked at oil filter and oil drain plug and both were completed properly when the oil change was completed. The Service Manager communicated the failure to the customer and the customer towed vehicle out of dealership. The customer did communicate that the vehicle had just been purchased recently at another dealer.

  After receiving the BBB case we spoke with customer and communicated that the oil change didn't cause the failure therefore we will not be participating in the repair of the vehicle.

   

  Business Response

  Date: 02/01/2024

  To whom it may concern,
  The customer brought their vehicle to ********************** on 1/11/24 for an oil change. The service was completed and customer left. Customer called on 1/18/24 and said he had an oil leak. Service Manager had vehicle towed to investigate the oil leak. Service Manager and Master GM technician inspected the vehicle and found the failure was from the *** freezing up which caused the rear main seal on vehicle to leak out all of the oil. The Service Manager and technician looked at oil filter and oil drain plug and both were completed properly when the oil change was completed. The Service Manager communicated the failure to the customer and the customer towed vehicle out of dealership. The customer did communicate that the vehicle had just been purchased recently at another dealer.
  After receiving the BBB case we spoke with customer and communicated that the oil change didn't cause the failure therefore we will not be participating in the repair of the vehicle

  Customer Answer

  Date: 02/02/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  The service was done to my vehicle but the business forgot to mention that they did not add lubrication to the vehicle also due to oil change of my car they had not let me know any failures was done. I spoke to the manager on 1/18/2024 and got the car towed to the dealership for a diagnostic. The service was not completed and I will like Al Serra to pay for repairs. As well I had a second diagnosis to my car 01/21/2024 from the muffler man also claims to me the vehicle oil change was bad.
  Regards,
  
  *********************

• Initial Complaint

  Date:10/26/2023

  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.

  In August of 2021 I had a small spring break on my Pontiac convertible. I took it to Al Serra Chevrolet. They confirmed that it was the spring and would order it. I then went back to have it installed. After about 2 hours later the mechanic and tech helping me informed me that they had broke a different part of the convertible assembly during the process of installing the spring. I was told they would get the part and get back with me. For over 2 years I have made multiple calls and in person visits to follow up and check on progress. I have never been told what part or part # when I have asked, all answers were vague at best. I'm told they are having a hard time finding the part. I ask them why can't they find a shop to have it made. I get no direct response to that question. I took the car to the dealership again to have them inspect it. They opened the trunk and fished around and since then my rear windows don't work, because they are part of the convertible assembly. On July 25 of this year I spoke again to the service manager ******************* to follow up and was told there was nothing that they could do and the situation was closed. I asked **************** for the zone office number, which he said he didn't know and gave me a different GM customer line. I called that GM# and redirected to other depts. and have not been helped. I filed a complaint with GM and followed back up but have not heard anything from them. Al Serra has not done anything to make this situation right. They broke it and have not fixed it. My convertible top doesn't work, my rear windows don't work, and my car has lost considerable value because of them. If any business breaks your property they should be liable for the damages.

  Business Response

  Date: 10/30/2023

  To whom it may concern,

  Our Fixed Operations Director is going to contact the customer to work out an appropriate solution.

  Best,

  ****

  Business Response

  Date: 01/11/2024

  To whom it may concern,

  We have connected with the customer and the issue is resolved.

  Best,

  Matt

  Customer Answer

  Date: 01/21/2024

  Hello,

  I have been in a phone tag situation with ***************** from Al Serra for the last couple weeks. I last called him and left a message on 1-18-24 and have not heard from him since. This matter has not been settled in any way shape or form and saying it has been is an outright lie!

  Thanks,

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

  Customer Answer

  Date: 01/22/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  Hello,

  I have been in a phone tag situation with ***************** from Al Serra for the last couple weeks. I last called him and left a message on 1-18-24 and have not heard from him since. This matter has not been settled in any way shape or form and saying it has been is an outright lie!

  Thanks,

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

  Business Response

  Date: 01/26/2024

  To whom it may concern,

  We have continued to try and connect with the customer (both phone and email).  We just need the customer to respond so we can work through the situation accordingly.

  Best,

  ****

  Customer Answer

  Date: 02/03/2024

   

  Hello,

  After my last message to BBB ***************** called me on 1-22-24. I asked why Al Serra kept sending BBB messages that that case was resolved. He claimed a miscommunication issue, which I didn't agree with but kept it to myself and said that it could have been. Also, during our discussion I reminded him that I had not received the part numbers for the broken convertible top and had not received a price for a trade in for the car. It was supposed to be an offer that would include a working convertible top. He agreed to get that information to me. Although he already had my email address, he asked for it again and I gave it to him. He told me he would get me the part numbers and someone in some department would contact me about a trade in offer from Al Serra. As of today 2-3-24 I have received no phone calls or emails from Al Serra since I spoke to ***************** on 1-22-24. To be clear my voicemail isn't full and can received messages if I couldn't answer and I have checked all folders from my email such as inbox, junk, etc. This is just more of the same lie and deny from Al Serra. When I first contacted BBB I held out some hope that someone watching would help convince them to be more accountable, but at this point I'm not expecting that any more. Thank you.

  ***********

  Customer Answer

  Date: 02/05/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  

  Hello,

  After my last message to BBB ***************** called me on 1-22-24. I asked why Al Serra kept sending BBB messages that that case was resolved. He claimed a miscommunication issue, which I didn't agree with but kept it to myself and said that it could have been. Also, during our discussion I reminded him that I had not received the part numbers for the broken convertible top and had not received a price for a trade in for the car. It was supposed to be an offer that would include a working convertible top. He agreed to get that information to me. Although he already had my email address, he asked for it again and I gave it to him. He told me he would get me the part numbers and someone in some department would contact me about a trade in offer from Al Serra. As of today 2-3-24 I have received no phone calls or emails from Al Serra since I spoke to ***************** on 1-22-24. To be clear my voicemail isn't full and can received messages if I couldn't answer and I have checked all folders from my email such as inbox, junk, etc. This is just more of the same lie and deny from Al Serra. When I first contacted BBB I held out some hope that someone watching would help convince them to be more accountable, but at this point I'm not expecting that any more. Thank you.

  ***********

  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 02/05/2024

  To whom it may concern,

  I tried calling again today ************ and the received no answer and the voicemail is full. To be clear, the only communication I have mentioned the voicemail is full is in the emails I have sent to *********************** I have very clearly stated what Al Serra is willing to assist **************** with and have received no communication in return

   

  Please close case or respond. I have records of three emails being sent including today.

   

  Business Response

  Date: 02/05/2024

  To whom it may concern,

  I tried calling again today ************ and the received no answer and the voicemail is full. To be clear, the only communication I have mentioned the voicemail is full is in the emails I have sent to *********************** I have very clearly stated what Al Serra is willing to assist **************** with and have received no communication in return

   

  Please close case or respond. I have records of three emails being sent including today.

   

  Customer Answer

  Date: 02/11/2024

   

  Hello,

  *************** to the latest allegation from Al Serra. To be clear, the last phone call from Al Serra was 2-6-24 with no message left and my voicemail WAS NOT full or not working properly. Also, BBB gave my email to Al Serra and I provided it again the last time I spoke to ************. I hope BBB and Al Serra noticed that from Al Serra's own last communication to BBB that they had stated it incorrectly. I can't explain or fathom why Al Serra is behaving like this. I have been waiting for over 21/2 years for them to make this situation right. During this time since they broke parts in the convertible and has not been operational I have made multiple calls, been asked to bring up the car for inspection multiple times, and went to Al Serra to see why nothing was being done. I even went as far as contacting BBB. Yet they are still playing games and are not acting with any accountability or professionally. I have no other words to express my concerns or frustrations with this business at this time.

  Thank you,

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

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

   

  Hello,

  *************** to the latest allegation from Al Serra. To be clear, the last phone call from Al Serra was 2-6-24 with no message left and my voicemail WAS NOT full or not working properly. Also, BBB gave my email to Al Serra and I provided it again the last time I spoke to ************. I hope BBB and Al Serra noticed that from Al Serra's own last communication to BBB that they had stated it incorrectly. I can't explain or fathom why Al Serra is behaving like this. I have been waiting for over 21/2 years for them to make this situation right. During this time since they broke parts in the convertible and has not been operational I have made multiple calls, been asked to bring up the car for inspection multiple times, and went to Al Serra to see why nothing was being done. I even went as far as contacting BBB. Yet they are still playing games and are not acting with any accountability or professionally. I have no other words to express my concerns or frustrations with this business at this time.

  Thank you,

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

  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:10/03/2023

  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.

  Purchased a 2014 impala with ****** miles on it. Al Serra claims the inspect every vehicle they sell. I drive it a couple weeks and the tires blew. Ok purchased new ones same exact thing happens. The sold me a car with bad cv axles and bad ball joints which are through my tires and almost caused me a accident on two occasions. They should pay for selling me a dangerous unsafe vehicle.

  Business Response

  Date: 10/17/2023

  To whom it may concern,

  Our Team was made aware of the customer's concerns in late September / early October.    In order to resolve the issue, we need the customer to return our calls so we can work through solutions/options.

  Best,

  Matt

• Initial Complaint

  Date:12/07/2022

  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.

  On November 22,2022; I traded in my 2016 ****** Rouge for a 2019 ***** Equinox. I paid Alserra over ******. dollars for the car and after leaving the lot I discovered that the speedometer was not working and the car was making sounds. I attempted to call the sales person ********** refused to return my calls. I was finally able to get the car brought in for service where the speedometer was replaced but the cause was never determined for the malfunction. I then discovered that the windshield wiper fluid was not working and its container was empty. I filled the fluid container up only to find that it still does not work. I tried calling in regards to this problem and was told they could not repair it at their cost. This is a 2019 vehicle that i was allowed to leave the lot with after being told the proper inspections were done on the car, yet the most basic things you should not be compelled to leave a car lot without were not working. Door locks, speedometer, windshield wiper fluid, not working. They are claiming one thing in their commercials on a daily basis and providing some thing totally different to the consumers or their products. I am so disappointed in the way I was lied to and mislead by the sales person. Only to now be told that they are not covering the cost of any repairs on the car and all cost will be on me. Something need to be done about the way they are allowed to mislead and trick customers with inspections that are apparently not done. Because if they were then these problems would have been addressed far before a customer purchased the vehicle from their lot.

  Business Response

  Date: 12/10/2022

  To whom it may concern,

   

  Our Team connected with the customer and solved the vehicle concern/problem(s) to their complete satisfaction.  

  
  Best,

  
  Matt

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Camero from here years ago. Included in the purchase was a full detail for my vehicle. When I brought it back I was told that I was not able to receive my detail. I went through a hard time getting them to honor the their word and this task. When I was purchasing a Cadillac from the here they honored that full detail on the Camero. I spoke with the manager and he promised me that I will receive a full detail for my XT5 w/purchase when I brought it back to them for giving them another chance at purchasing an vehicle. I was also ensured that when I returned with the XT5 that I was now purchasing through them that I will not experience any trouble like I did with my Camero. Meaning that they would not give me a hard time about getting a full detail that came with my purchase. When I came back to purchase my xt5 lease, a 5 year warranty and tires through the dealership I was told that I can receive my full detail that was included with my purchase of the xt5.I drop my car off to get my tires that we signed/purchased/ fully paid for my car, tires and an extra 5 year warranty (approximately *****). The tires took about 2 hours to put on the vehicle October 31. I was told that I could leave it and my detail that was included in my original purchase would be done when they get an opening. I waited for 5 days without my wifes car. Then on Saturday I was notified that they will not be doing my detail that I was owe and promised at the time of purchase They said that I would not have any complications when I brought it back to redeem this service (Included in the purchase of my vehicle). At this point I went to pick up my vehicle that had been there for 5 days waiting to receive the full detail that I was promised was included in the purchase of my vehicle. I was told that I was being denied because I waiting too long. This is very upsetting because I was told up until today that I would not have a problem redeeming this upon returning!

  Business Response

  Date: 11/10/2022

  To whom it may concern,

  
  Our Team has spoken w/ the customer, apologized for the miscommunication, and resolved the issue.

   

  Best,
  
  Matt

  Customer Answer

  Date: 11/10/2022

  [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,

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

• Initial Complaint

  Date:09/22/2022

  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 bought a car from al serra June 3,2020. Every time I took my car in to be serviced at al serra chrysler service they caused damage. I went in last year for an oil change and they caused $1,200 in damage to my vehicle and blamed it on me. Took an entire month to be fixed. Went in again for an oil change and tired rotation, they ended up breaking my key to get my locking nuts off. Told me I had to purchase a new one. Just got my car serviced and had radiator replaced along with coolant flush. I dropped my vehicle off 9-7-2022 and when I picked it up 9-14-2022 the coolant wasn't filled to the minimum line and I they've put a dent in my passenger side door. Not to mention my transmission felt as if it was slipping. They told me I needed an update on the transmission. I paid over $100 for that update which did not change a single thing. When i mention it it gets brushed off. Ultimately I would like for them to purchase this car back.

  Business Response

  Date: 09/30/2022

  To whom it may concern,

   

  Our Fixed Operations Director has attempted to connect with the customer numerous times but we have not heard back.  In order to address any of her concerns we first need to see and assess the vehicle.

   

  Best,

  
  Matt

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising 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.

  My car has been in for service approximately 5 times since June 1. On June 1 while driving on the expressway, all the lights on the dashboard came on, the odometer started spinning and my car slowed down. I pulled over turned the car off. I had the car towed the following morning to al serra ( I purchased the car there.) After a few days, they stated they were unable to detect any problems with their scanner and I could pay $450 for a diagnostic test or wait until a light came on. I picked the car up and the following week had same issue except this time, the power steering went out. I was told since all the lights were on at once, they couldn't figure it out with the scanner. I agreed to pay for the diagnostic service. $450 later, I was told I needed a battery. I disputed the charge for a basic repair and the manager did agree. I paid for a battery, scheduled an oil change and additionally paid for a tune **. ** July, I drove to ******* and back. As I reached my home exit, my car started doing the same thing. My lights came on and the power steering started acting up. I had the car towed to ******** and they stated that I needed a new computer. Had that installed and still had the same issue. I took the car back to Al Serra (on a Tuesday) and the manager assured me that if I could leave the car for a few days they would get to the bottom of the issue and if they had to keep the car longer than Friday they would have a loaner. Friday I get a phone call that they know there us a problem that is probably electrical but they can't figure it out and to come get my car as they don't have a loaner car. I pick the car up Monday and today, I have the same issue. I had to call a tow truck to take my car back and get a ride from the grocery store.

  Business Response

  Date: 08/11/2022

  To whom it may concern,

  
  The customer's vehicle is currently in our shop with **************.  We're working on diagnosing the vehicle and will then recommend the appropriate solution to the customer.

   

  Best,

  
  Matt