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Business Profile

New Car Dealers

Serra Toyota
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    Answered
    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 visited Serro Toyota dealership with the intention of purchasing a car at the Manufacturers Suggested Retail Price (MSRP). Prior to visiting, I called the dealership and was informed that they sell cars at MSRP and was advised to make a deposit to secure a car, which I was told would be sourced within 90 days.Upon arriving at the dealership after a four-hour drive to make the $2,000 deposit and I found out that I have to buy a "special package" that was not disclosed to me during the initial phone conversation. The next day, upon realizing the implications of this package and the lack of transparency, I attempted to cancel the booking. However, I was informed that the deposit was non-refundable.Over the 90-day period, the dealership repeatedly offered me cars that did not match the specifications I had provided (wrong trim, color, and missing features). Each time, I declined these options as they did not meet my requirements. At the end of this period, the dealership refused to refund my deposit, despite their inability to provide a suitable vehicle as per the agreement. This situation reflects not only a breach of verbal agreement but also deceptive practices aimed at securing funds without delivering the agreed-upon product.I am seeking a full refund of my $2,000 deposit due to the dealership's failure to fulfill the agreed terms and their misleading business practices.

    Business Response

    Date: 05/30/2024

    The Customer Relations Director - ************************* is requesting the consumer reach out to her via email at ********************************** or via phone at ************.  I would love to assist as soon as possible.  FYI - Customer Relations Director will be out of the office June 5th - 10th, 2024. 

  • Initial Complaint

    Date:03/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 an extended warranty from Serra Toyota in August of 2021 and sold the car in june 23. I filed paperwork with Serra Toyota to get the remainder of my extended warranty back. They told us it would be issued within 6 weeks. I have never received my refund. Ive spoken with the sales floor manager and numerous people in the finance department. My husband has gone in 2x and no progress has been made.

    Business Response

    Date: 03/12/2024

    This is ************************* the Customer Relations Manager at **********************.  We sincerely apologize for the delay in processing your refund.  We will be reaching out to get a proof of payoff when you sold the vehicle in June 2023 and the cancellation form.  Then our back office will make it a priority to complete those cancellations.  You will be hearing from ***********************.  Thank you so much for your patience. 

  • Initial Complaint

    Date:01/04/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 went to Serra Toyota to buy a car. I got approved for a used car I signed papers. They still have the car, the keys to the car and then on top of that they just gave me the paper to get a tag. Something unexpectedly came up and thats call them and tell them that I could not get the car. They told me that I could not back out of a contract, but they pressured me into getting it.

    Business Response

    Date: 01/04/2024

    The Customer Relations Director spoke with the Sales Manager, Finance Manager and General Sales Manager this morning 1/4/24. The Sales Manager told the customer yesterday (1/3/24) that ********************** is cancelling the contract.  The customer did not pay any funds yesterday so there is no need to refund any money. We hope this is satisfactory for the customer.  Thank you

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