ComplaintsforSerra Chevrolet

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2014 *********** in for a diagnostic test due to "chirping noise" coming from the engine. After the service department informed me of the issues with the vehicle, I went and picked up my vehicle from them and paid the $178.23 diagnostic fee. Upon arriving home, the engine was smoking, and the car seemed to be overheating. I opened the hood and found multiple quarts of oil all over the entire engine bay and no oil fill cap on the engine, allowing all the engine oil to spray out of the engine casing and into the bay of the car. Serra Chevorlet doesn't seem to think there are any issues with this, and it's just simple. They had a ****** from the dealership come to my residence and get the car the next day and drop it back off with "more oil" and a "new oil fill cap". The new cap doesn't even seem to look OEM or fit properly like the old one did. My epoxy garage flooring has over a quart of engine oil all over it, and I had to clean up the mess they made. Not to mention, if I had lived further from the dealership, my car would have overheated and starved the engine due to no engine oil.

  Business response

  11/02/2023

  It appears that ************ brought his 2014 *********** with ******* miles on it to out establishment for diagnostic testing. The diagnostic testing revealed multiple issues that would affect the drivability and potentially cause the vehicle to consume oil. However, ************ declined all the recommended repairs. As a result, our establishment cannot be held liable for any problems that *** arise due to the declined work.
  Additionally, there was an issue with the oil cap that was "left" off, but we have already addressed that problem by going to **************** house and replacing the cap. It seems there might be some confusion or miscommunication regarding **************** expectations or concerns. ************ should have his vehicle repaired immediately to prevent any potential engine damage.
  It *** be a good idea to reach out to ************ to clarify his concerns, discuss the diagnostic results, and see if he has any further questions or requests. It's important to maintain clear communication with customers to ensure their satisfaction and address any outstanding issues.

   

  Thanks, 

  ********************;

  Service Manager

  Customer response

  11/02/2023

   
  Complaint: 20746598
  
  I am rejecting this response because: I paid for a diagnostic service and didnt receive it. You took the car apart, and gave it back to me apart. Not completed. Took power washing driveways and the engine bay to clean the mess this dealer made. 
  
  Sincerely,
  
  *******************

  Business response

  11/03/2023

  We diagnosed the vehicle--we are not refunding money for something that was corrected on a vehicle that has engine problems that could have caused the oil cap to blow off. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I towed my 2008 ***** Impala to Serra Chevrolet on July 13th 2023 for repairs/service. At the time, I was told the ************ was backed up 1-2 weeks. It is now August 24th (6 weeks) have passed and my vehicle has not received a diagnostic test. This has been a huge inconvenience to say the least. I was not offered a loaner vehicle either. I have called on several occasions and spoke with Mr. ****** He was unable to provide a timeframe of when the vehicle would receive a diagnostic. Mr. ***** stated the vehicle was assigned to a technician, but could not provide additional information. I need a diagnostic on the vehicle with a repair estimate to determine if I want to proceed with repairs at this establishment or explore other options.

  Business response

  09/08/2023

  Multiple attempts have been made to reach customer  on repairs needed for vehicle. Messages have been left and unanswered. Last date of attempted contact was 09-08-2023 at 3:15. A voicemail was left. Please have customer reach out.

  Customer response

  09/12/2023

   
  Complaint: 20519139
  
  I am rejecting this response because: I am not satisfied with Serra Chevrolet at all. I called them numerous times and left messages and was given the runaround. I called Serra back on 09/09/2023 and authorized repairs. I received another call on 09/12/2023 stating I needed another part. I agreed to the repair. The vehicle was supposed to be ready for pick-up at close of business on 09/12/2023. I arrive to pick up the vehicle. The ************ is very disorganized. I was presented with another person's invoice. It took some time to locate my vehicle probably because it's been there for 2 months. I was given a brand new key because, clearly someone lost the original set I provided the tow service. I am sure the lost/missing key played a role in my vehicle sitting for 2 mths. The service manager ****** did offer to provide me with a new key and stated she will order a FOB to program  the vehicle which I appreciate; however, the key to my club is now gone and I cannot use the club to protect my vehicle against theft. Although, the check engine light is no longer on the vehicle it still does not accelerate past 20mph. I asked ***** the new Service Advisor if anyone test drove the vehicle, because of the acceleration issue. I spent about $ **************************** off/pick me up the vehicle and it still has the same exact issue it had when it was towed to Serra. I did not receive an apology for the inconvenience. I would like to be reimbursed for a new club and for the $50 spent on Uber.  At this point, I am extremely disappointed and frustrated. I have been a loyal customer for a long time. I am losing my faith in their ability to provide quality service.  I am not sure if I will patronize Serra after this experience.
  
  Sincerely,
  
  ***********************

  Business response

  09/13/2023

  Re: Response to BBB Complaint ID: [Complaint ID]Customer: ************* Vehicle: ************************* Impala VIN: [VIN Number]Repair Order Date: 7/13/2023 Odometer Reading: ******* miles
  
  I am writing in response to the complaint filed by ************* regarding her 2008 Chevrolet Impala. We appreciate the opportunity to address her concerns and provide a detailed account of the events that transpired.
  When ************* brought her vehicle to our establishment on 7/13/2023, a repair order was promptly created to address her reported issues. As part of our standard procedure, we initiated a diagnostic scan to identify any Diagnostic Trouble Codes (DTCs) associated with her concerns and for documentation purposes.
  Our initial diagnostic scan did indeed reveal a transmission DTC, which was marked as "pending." However, our primary focus was on addressing the current DTCs to ensure the safe and reliable operation of the vehicle. We generated an estimate for the required repairs based on the identified issues.
  Despite our attempts to contact ************* and discuss the estimate, we were unable to establish communication with her. We have documented evidence of our efforts in our phone records. Unfortunately, the lack of response from the customer delayed the repair process.
  It was only after ************* filed a complaint with the Better Business Bureau that we were able to make contact with her. On the same day as her complaint, she approved the necessary repairs, and our technicians promptly began the work.
  However, it is important to note that after the repairs were completed, ************** observed additional transmission concerns with the vehicle. We take this matter seriously, and we are currently in the process of generating an estimate to address these newly discovered issues. We understand the importance of providing ************* with a fully functioning vehicle, and we are committed to resolving the transmission concerns promptly.
  We would like to emphasize that our goal is to provide the best possible service to our customers, and we regret any inconvenience that ************* has experienced during this process. We are committed to working diligently to resolve the transmission issues and ensure her complete satisfaction.
  Furthermore, while ************* has chosen to communicate her concerns through the BBB, we would like to remind her that our team is readily available to address any further questions or issues. We encourage her to contact us directly if she wishes to speak with a manager or discuss any additional concerns.
  In conclusion, we take *************' concerns seriously, and we are committed to resolving the transmission issues with her vehicle. We appreciate the BBB's role in facilitating communication, and we hope to reach a satisfactory resolution with **************
  Thank you for your attention to this matter.
  Sincerely,

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

  Customer response

  09/20/2023

  Good evening,

  I am still not satisfied with the response. I am requesting  a full-detailed estimate for a new transmission including parts. I also need Serra Chevrolet to provide a remote to my vehicle to replace the remote that was lost while entrusted in their care and a new steering lock. The key to my steering wheel lock was on the original key ring that was lost. I did speak with the service manager Ms. ****** and she agreed to replace and program the lost remote on 09/12/2023. Please provide a update on the status of the estimate, key/remote replacement. Thanks in advance!

  Customer response

  09/21/2023

   
  Date Sent: 9/20/2023 9:46:45 PM
  

  Good evening,

  I am still not satisfied with the response. I am requesting  a full-detailed estimate for a new transmission including parts. I also need Serra Chevrolet to provide a remote to my vehicle to replace the remote that was lost while entrusted in their care and a new steering lock. The key to my steering wheel lock was on the original key ring that was lost. I did speak with the service manager Ms. ****** and she agreed to replace and program the lost remote on 09/12/2023. Please provide a update on the status of the estimate, key/remote replacement. Thanks in advance!

  Customer response

  09/21/2023

   
  Date Sent: 9/20/2023 9:46:45 PM
  

  Good evening,

  I am still not satisfied with the response. I am requesting  a full-detailed estimate for a new transmission including parts. I also need Serra Chevrolet to provide a remote to my vehicle to replace the remote that was lost while entrusted in their care and a new steering lock. The key to my steering wheel lock was on the original key ring that was lost. I did speak with the service manager Ms. ****** and she agreed to replace and program the lost remote on 09/12/2023. Please provide a update on the status of the estimate, key/remote replacement. Thanks in advance!

  Business response

  10/05/2023

  As per the agreement with ************* we have replaced and programmed the lost key fob. Serra Chevrolet has also replaced the steering wheel lock. 

  Business response

  10/05/2023

  To whom it may concern,
  I hope this message finds you well. I am writing on behalf of our team at Serra Chevrolet regarding our ongoing efforts to assist *********************** with her concerns.
  We have made multiple attempts to reach out to ************, both through our advisors and directly from management. Unfortunately, we have not received any response from her. We understand her preference for using this platform for communication, but we must emphasize the importance of direct communication with a manager to address her concerns effectively and efficiently.
  Furthermore, we have prepared an estimate for the necessary repairs to ************' vehicle. However, we are unable to proceed with the repairs until she either accepts or declines the proposed repairs. This step is crucial for us to provide her with the best service possible and to move forward with the necessary work.
  We kindly request that ************ reach out to a manager as soon as possible to discuss her concerns and provide a response regarding the proposed repairs. Timely communication is essential for us to meet her needs and ensure her satisfaction.
  If ************ has any difficulty reaching a manager directly, please provide her with the appropriate contact information, or she can reply to this message, and we will ensure that her concerns are addressed promptly.
  Thank you for your attention to this matter, and we look forward to resolving any outstanding issues with *************
  Sincerely,

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

  Service Manager, 

  Serra Chevrolet

  Business response

  10/06/2023

  To whom it may concern,
  I hope this message finds you well. I am writing on behalf of our team at Serra Chevrolet regarding our ongoing efforts to assist *********************** with her concerns.
  We have made multiple attempts to reach out to ************, both through our advisors and directly from management. Unfortunately, we have not received any response from her. We understand her preference for using this platform for communication, but we must emphasize the importance of direct communication with a manager to address her concerns effectively and efficiently.
  Furthermore, we have prepared an estimate for the necessary repairs to ************' vehicle. However, we are unable to proceed with the repairs until she either accepts or declines the proposed repairs. This step is crucial for us to provide her with the best service possible and to move forward with the necessary work.
  We kindly request that ************ reach out to a manager as soon as possible to discuss her concerns and provide a response regarding the proposed repairs. Timely communication is essential for us to meet her needs and ensure her satisfaction.
  If ************ has any difficulty reaching a manager directly, please provide her with the appropriate contact information, or she can reply to this message, and we will ensure that her concerns are addressed promptly.
  Thank you for your attention to this matter, and we look forward to resolving any outstanding issues with *************
  Sincerely,

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

  Service Manager, 

  Serra Chevrolet

  Customer response

  10/12/2023

  Good evening ************,

  I have received the estimate from Mr. ***** and I also received the steering wheel lock. At this time, I have decided not to have the repair work completed.

  The vehicle has been towed from Serra Chevrolet on 10/09/2023. This case can now be closed. Thank you for your attention to this matter.

   

  Sincerely,

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

  Customer response

  10/13/2023

   
  Date Sent: 10/12/2023 8:57:10 PM
  

  Good evening ************,

  I have received the estimate from Mr. ***** and I also received the steering wheel lock. At this time, I have decided not to have the repair work completed.

  The vehicle has been towed from Serra Chevrolet on 10/09/2023. This case can now be closed. Thank you for your attention to this matter.

   

  Sincerely,

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

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 40k vehicle from them with a warranty. I have an issue with the vehicle so I took it into the dealership Tuesday. They told me to get a ride and leave it for a day to diagnose it that about 4 cars in front of me. I have had to call the last 3 days to check in on it. They told me after it was left they have no clue how long it will take and when they can get to it. They do NOT offer appointments and do NOT offer loaner vehicles so I am stuck borrowing vehicles to get around to run my real estate business. Today I called and couldn't get anyone to answer so I drove up there. The lady today tells me that the assigned service tech was out today. I asked if she could tell me where I was in the line because I was not going to have a ride after today. She told me there were 9 vehicles in front of me and that they have no clue how long before they get to me and that it could be another week. This company continues to sell vehicles everyday with warranties and cannot even service the existing customers. They offer no solution to getting diagnostic or repairs in timely manner and expect customers to be without transportation for weeks or more. I have to pick up my vehicle tomorrow because I need to get around to work. I will be stuck with it broken and no way to get it fixed if there is unknown timelines. They have got to offer a better solution for customers then just drop your vehicle and we have no clue how long it will be.

  Business response

  02/18/2023

  I am unable to pull any information concerning this customer by name or phone number. Please provide more information.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  No way possible this company should be allowed to charge a $700 document fee. With 22% interest and automatically enrolled in an extended warranty. Finance charged more than the vehicle

  Business response

  10/06/2022

  the customer was here on March 5 2021 but no record of a purchase. i would have to assume she bought somewhere else or she was the cosignor on the deal 

  i would need the person on front of deal. we do not set interest rates they come from the banks. i need more info if available. 

  Customer response

  10/06/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a paying customer my wife and I have asked for two things only. The certified used car power train warranty in it's entirety "not the brochure and low information paper documents joyfully explaining what all it covers to sell customers. The entire document including non covered and denials. The other is the original estimate for the remaining work the service **** says we need to get done from the last mechanical issue. Trying for almost two weeks. Spoken to the general mgr and the head service **** mgr and they still have yet to produce this information for us to determine whether to trade due to high dollar issues at basically just ****** miles or to keep going to the ******* mile **** we had planned on, nor have we been given any reason as to why.

  Business response

  08/12/2022

  *****, I have been asked by ****************** to respond. As requested by ********************, we have sent copies of the certified inspection report, estimate for repairs/maintenance needed and a copy of covered components allowed by GM for the Powertrain Warranty which is the engine/transmission/driveline/axle. If needed I can provide or forward the emails to you where I have sent the requested information.

   

  Thank you,

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

  Service Manager

  Customer response

  08/12/2022

   
  Complaint: 17570012
  
  I have asked for a copy of the power train warranty policy that's left on this vehicle and the original warranty policy that covered parts of our first repair on this vehicle. I have only received a list of the covered components. That is not a policy. There were other things that were needing to be maintained per the service **** on the second repair just a little time after the first repair that my wife and I opted not to have performed at the moment and have yet to receive that list. The way I see it since the employee states she'd be happy to send you the emails she states we've asked for as proof, "Why don't let's just go ahead and get that done and copy me in so i receive copies as well, and if in reality these documents she states she will send you are in fact these two "policies" , and the extra items we were told we should get maintained and given a quote for, with the amount as well that should be the end of this and thank you.
  
  Sincerely,
  
  *****************************

  Business response

  09/09/2022

  Serra Chevrolet has provided the estimate to Mr. ************** multiple times. I personally have sent the estimate he is requesting. Also I have provided the list of covered components under the powertrain warranty. GM provides a list of covered op codes that I did in fact provide to ********************. Anything that is not listed is not covered.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Serra Chevrolet to get the battery that was part of the recall replaced on my ***** bolt however instead I was charged $421 because they recharge the car overnight claiming that they had done work to it. And then held my car hostage until I agree to pay and the battery pack is still not been replaced and I would like my money refunded because all they did was charge the car overnight and claimed that they did mechanical work I would like my money refunded immediately I already attempted this with the service management and no one cared to contact me or address the issue at all the name of the person I worked with was ************************* I do not know the name of the service manager I believe it was ******

  Business response

  05/31/2022

  On May 2nd 2022 at approx. 8:59 AM ***************************** had his 2009 Chevrolet Bolt towed to our dealership. He stated the vehicle was at a mall parking lot charging station. His vehicle wouldn't take a charge and would not start. We wrote Repair Order ***** to have ****************** vehicle diagnosed which would cost $140.00 (plus tax) plus the cost of the repair. We explained clearly that the shop was backed-up and it would take 5-7 days before his vehicle would be seen by a technician. ************** signed the Repair Order clearly stating the estimated cost of the repair and the estimated date when the repair would be complete. In addition, we informed ************** there were 2 GM recalls that would be addressed at no-cost. This Repair Order was signed by **************.
  
  ************** explained that this vehicle was his only mode of transportation and we gave him a ride to Enterprise Rental . For reasons unknown to us, ************** was unable to rent a car, however, we give him a ride home and promised to pick him up upon completion of repair.
  
  THE VERY NEXT DAY, May, 3rd his vehicle was seen and diagnosed. ************** was notified how much it would cost for the repair, ************** agreed and approved the repair. Also, we advised him that one of the recalled parts was ordered but it could be months before that part arrives due to national shortages but we would inform him when his part arrived.
  
  LATER THAT SAME DAY, on May 3rd ************** was notified by phone that his vehicle was ready and he was given the final ****. ************** told us he didn't have that much money and wanted to make payments. He was informed full payment was required before we would release his vehicle.
  In an attempt at goodwill, we reduced his **** over $100.00 and offered again to pick him up and bring him back to the dealership. ************** asked if we would drive him to several **** shops to get the money but was told we couldn't do that but would still provide transportation back to the deal to the dealership
  
  It's noteworthy to add that the condition of ****************** vehicle made it exceedingly difficult to work on. All body panels had damage and the rear glass was missing and covered with a plastic bag. The interior was filled with mud, dirt, garbage.
  
  We helped ************** in every way we could and we are bewildered by his complaint. We reduced the cost of the repair and got his car back within 36 hours yet ************** never complained to anyone here about the service he received nor did he reach out to anyone at any time after he left with his vehicle.
  
  By any professional standard we went above and beyond this customers' expectations and we stand behind our good work.
  

*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. ↩