ComplaintsforSerra Honda

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 4, 2023, I had scheduled a 10:30 AM appointment; the odometer on my 2018 CRV read 10,023 miles. My appointment was to address a seatbelt recall and an air conditioner check (covered by my extended warrantee). While there, I scheduled an oil change as well. The total charges should not have exceeded $60. The service agent, ****, took control of our appointment, and we waited 90 minutes for any information. Initially, we were told that the service would take about 2 hours. **** finally presented a list of recommended repairs totally over $1100! including a front-end alignment, replacing the brake fluid, brake “maintenance” service, and an air filter change. He presented each issue as if it were a serious matter, and I finally agreed to the “brake maintenance” portion. **** indicated that the work would require an additional 2 hours, and offered to transport us to a neighborhood restaurant. He declined our request for his cell phone number, and told us to call Serra for our return trip. We agreed, were delivered by a driver, had our lunch, and attempted to call for a return trip. No one was available to answer the Service phones. Abandoned, my caregiver and I WALKED back to the service center. I am 81, and on a cane. There are no sidewalks, so we had to walk in the street. Upon our arrival, now about 2 PM, we were informed that the car was still not ready. **** offered a loaner, or we could wait another 2 hours when the service might be completed. We opted for the loaned car, and a SECOND trip to Serra the next day. **** finally called at 5:30 PM to report that the car was finished, and that the charges were $207. A full SEVEN HOURS later, rather than the two initially promised. This experience represents the WORST POSSIBLE customer service. Whether a case of gender bias, senior citizen exploitation, or standard operating procedure, this is clear evidence that the poor reputation for service at an auto dealership is well deserved.

  

  Business response

  05/09/2023

  Hello,

  Since receiving this complaint the service manager at Serra Honda (**** ********) has made contact with Mrs. ****** a couple times.  The resolution to this issue is below:

  1. The service manager is going to reimburse Mrs. ****** the $207.04 and personally deliver the check to her today or tomorrow.

  2. While dropping off the check the service manager is going to bring Mrs. ******'s car back in for some of the additional services recommended. Once it was properly explained these recommendations are based on time between services and not mileage - Mrs. ****** felt more comfortable with the service recommendations. 

  We believe Mrs. ****** is happy with this end result and feels we have made things right. We feel terrible this ever happened and hope Mrs. ****** will give the dealership another opportunity to earn back her trust.

   

  Customer response

  05/12/2023

   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.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my last two vehicles there and my 2013 CRV serviced 100% there since I purchased it. Most recent service consisted of 100k service on my CRV. One thing that I specifically asked was for the radiator and heater hoses changed with the coolant system flush but they did not change the hoses. Having a 10 year old car w/100k miles on it, they should have changed the hoses. They even sent me a text saying they needed changed lol. I'll be purchasing my Honda's elsewhere. Now, I have to pay to have my hoses changed which comes with the added costs of new coolant and a flush. Purchasing a Honda is an investment which is why we have them serviced. I've heard two different excuses from two different people. You had one job Serra and you lost a loyal customer. Also, they disabled my dashcam so be cautious and informative of where you take your investments for service.

  

  Business response

  04/05/2023

  Hello.

   

  We are sorry to hear about Mr. ********* bad experience.  The service manager John Bartlett will be reaching out to Mr. ******* to resolve this issue.  Due to the parts being unavailable and on back order the advisors told Mr. ******* the repair couldn't be done or needed to be done.  We will be reaching out to remedy this issue and find a better solution.

   

  Thanks.

*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. ↩