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:03/24/2025

  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 dropped my 2018 Honda Civic off for a scheduled appointment at 1 p.m. on March 14th, 2025. At 1:30, I was asked to leave it overnight because the shop was behind and there was still one car ahead of me waiting for service. The shop did not get my vehicle in for service before they closed at 7 p.m. and my car sat outside overnight. A large storm was coming through the area, and the service department made no effort to protect my car. As a result, it sustained significant hail damage. The next morning, the dealership called to try to sell me on additional maintenance (valve adjustment, spark plug replacement, fuel induction) but made no mention of the hail damage. After all repairs were completed, the service department called again to let me know the car was ready, but that it had sustained major hail damage and that the service manager decided not to cover the repairs. When I showed up and asked to speak with ***** ******, the service department manager, he was extremely unprofessional, yelling multiple times. He said they do not have a duty to care for vehicles in their possession. Under Illinois law, however, they do have a duty of care when a vehicle is in their possession for service. This means they are responsible for damage to my car while it is in their care. The dealership was negligent in failing to take any precautions to safeguard my vehicle during the known storm. Bailment law also applies, as the dealership is responsible for returning my car in the condition they received it. I did not sign any paperwork when dropping off my vehicle that would release the dealership from this liability. Attached photos show the damage in the dealership before leaving the lot. I cannot upload videos, but I have multiple that show the damage better. I am waiting for scheduled appointments to get a quote to repair the hail damage my car sustained. I expect Serra Honda to pay me the quoted amount to repair the damage my vehicle sustained while in their care.

  Business Response

  Date: 03/25/2025

  The customer signed the ** (attached). The disclaimer is directly above his signature. 

  Customer Answer

  Date: 03/25/2025

  Complaint: 23109443
  
  I have reviewed the business' response and am rejecting it because:

  When signing the attached on 15 March 2025, after the hail damage had occurred, the service manager ***** ****** assured me it was not to accept the condition of the vehicle but only to acknowledge that warranty work had been completed. Additionally, it states for fire, theft or damages outside of the dealerships control. My vehicle was damaged in a known storm that was well forecasted prior to occurring. The dealership is responsible to take reasonable steps to protect my car. It took no steps to protect my car which is why it was damaged while in their care. They still have a duty to care as well as a responsibility to return my car to me in the condition that I gave it to them. 
  
  
  
  Sincerely,
  
  ***** Call

• Initial Complaint

  Date:09/03/2024

  Type:Product 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 purchased-(******-Imp-2012) car in June 2024. I purchase a 3000 miles or 90 days warranty. I notice the power steering went out when they delivered the vehicle to me. I drove the vehicle a couple and same problem came back. Third time I brought the car to the dealership with the same problem-(steering wheel). I feel very unsafe with vehicle. I have warned them that I have been in a couple of near missed accidents with this car. I want this car to be replace because it is unsafe to drive. I offered to put down more money to purchase another car. I know tis car this unsafe to be on the street.

  Business Response

  Date: 09/16/2024

  The customer was told we would trade her into something else. She just needs to come to the dealership.

• Initial Complaint

  Date:07/11/2024

  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.

  INITIALLY WENT TO SERRA HONDA BECAUE WHEN I PRESSED DOWN ON THE BREAKS, I WAS HEARING SQUEEKING NOISES. THEY REPORTED TO ME THAT IT WAS A CHIP IN THE BRAKE THE FIRST TIME AND I SHOULDNT HEAR ANY MORE NOISES. FEW DAYS WENT BY AND I WAS STILL HEARING THE ****** SO, I WENT BACK UP THERE TO GET NEW BRAKES AND ROUTERS AND AFTER THEY FINISHED, I WAS STILL HEARING NOISES BUT IT WAS EVEN LOUDER. I SPOKE TO MANAGMENT ABOUT HOW MY PROBLEM WAS NEVER FIXED THEN THEY TOLD ME THEY CAN PUT THE RIGHT BRANDS ON BREAKS ON MY CAR FOR $200 WHICH WAS OUTRAGES RO ME.

  Business Response

  Date: 07/11/2024

  Dear Sir/Madam:
  
  
  ******************** brought his vehicle in on 6/6/2024 to have the front brakes replaced, we installed front brake pads and rotors. He returned on 6/13/2024 with a concern of brake noise. We found the brake pads be the cause of the noise, we offered to replace the pads under warranty, with the understanding that they are a semi metallic compound and may still make noise. The second option was to replace the brake pads with original equipment ******* pads for an additional cost of $205.00 parts and labor. The customer declined both options. 
  
  
  In the interest of customer satisfaction we will offer a one time goodwill installation of original equipment ******* brake pads. 
  
  
  Unfortunately we would not be honoring the request to refund the customer a total of $600.00.
  The customers total for the original brake pad replacement was $395.69
  
  
  We will reach out to the customer by phone to offer this resolution.
  
  
  Thank you

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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 called last week to get my car checked out and they set my appt for Sat. They had it for a week because they ordered an alternator.
  When I got my car it was ransacked and nasty.
  I told the service guy and I was looking for the storage self in the armrest of my car and I asked him why my car looked the way it did
  he said he would tell management.  I really didn't have a chance to go through my car but when I went to wash my car and went through my car and I knew they went through the car because some items were remove.  My 2 glasses and my jacket and old house keys and all change in my arm rest and my cologne had been taken.  Also, my car was completely clean and I had a full half a tank of gas when I left the car with them.  When I received it there was only a half tank. The service manager ***** told me it must have been ransacked at Walmart.  So instead of accepting responsibility for the condition of my car, the manager tried to pass the buck on to me. 

  Business Response

  Date: 10/09/2023

  The customer left his vehicle for service and our shop foreman took him home. On the way home the customer forgot something in his vehicle and needed to go back to the store to get it. So they turned around and came back to the store and the customer took what he forgot. After being dropped off at home the customer came back to the store in another vehicle to get more stuff out of his vehicle. The shop foreman was involved in the repairs of the vehicle and we are confident that nothing was removed by any employee at our store. We appreciate his business and will setup a $250 store credit for his use to be used on future visits.

• Initial Complaint

  Date:09/11/2023

  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.

  Took my car in for a tire rotation, oil change and check up (Saturday, 9/9/23).
  I was told my car was done, paid the $190 and get to my car and the front passenger side tire is flat. It was not low or leaking for the months prior to me bringing it in (last oil change was in May, I believe).
  Went back in, and Serra Honda said there were 3 screws/bolts in the tire and they showed me pics. The 3 bolts looked brand new, screwed/drilled into the tire and hacked off.
  Either A) Serra Honda deliberately drilled these things into my tire, B) all three bolts were accidentally run over in between the repair and parking it outside or C) whoever did the tire rotation is SO incompetent, they didn't see three things sticking out of my tire AND they didn't bother checking tire pressures.
  I bought the tire from Serra Honda previously, so it was warrantied, but an extra hour of my life was spent at that shop.
  
  I don't really expect any compensation, but something shady is going on there,
  Either deceptive practices/fraud, gross negligence/incompetence or destruction of property.
  I did have a police officer come and file a report, just to cover all the bases. Hopefully, I can find a different shop as this shop is no longer trustworthy.

  Business Response

  Date: 10/04/2023

  We talked to the customer, paid for the tire, apologized to the customer and told him there was no reason we would do this.  We said whatever you feel the tire was worth, we will cover it.  We paid for the tire.

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The tire was covered by warranty that I paid for when it was bought.  The business didn't buy me anything, they honored the purchased warranty.  

  Secondly, they absolutely did this, perhaps (and I'm not conceding this point either) it WASN'T done maliciously. Even in that case, this business is absolutely guilty "of doing this": the absolute and total negligence and/or incompetence of saying they did a tire rotation that I paid for, but not checking the tire pressures or tire condition while rotating tires.  They are at the VERY LEAST guilty "of doing this".

  No compensation has been offered for a poorly, incompetently done tire rotation OR FOR TIME LOST.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/05/2023

  We're sorry we cant make this customer happy. We apologized and corrected the mistake of not checking the tire pressure. We have corrected the problem internally with training so we don't repeat the same mistake with future customers. 

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This business is only concerned with covering its...self.  At no point did they offer anything that didn't include them making more money on the back end.  That's just shady, and I think this business has been doing stuff like this for so long, they can't even recognize unethical behavior anymore.  ONLY correcting your own incompetence is NOT good customer service and in no way is compensation for a job poorly done.  Trying to make me seem unreasonable as a last-ditch effort to avoid responsibility is pathetic, and a true indication of how this business runs.

  This business isn't interested in doing right by its customers.  Good luck, future customers, and good riddance Serra Honda.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/07/2023

  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.

  Last Thurs., Aug.3, I brought in a 2014 Honda Civic which a service rider advised me to get to 100,000 miles before it is serviced. It ended up costing over $900. I came back the next day to pick up my car, Fri., Aug.4. There were 3 service riders waiting for me. They had me one single lonesome key. I said where is the rest of it. It was a new key and he didn't tell me that. They said they would get me a FOB later. I leave the dealership and headed home. I stopped at the St. Clair Mall. I still have the second of my original keys on me. When I came out of the mall I tried to use my original key but it didn't work anymore. In programming the new key they gave me, they deprogrammed my original key. I have one key and home I don't lose it.
  
  I want 2 working keys to replace what I have and I am not paying for them.

  Business Response

  Date: 08/08/2023

  This customer was contacted by our service manager and being taken care of. We are going to him to take care of the issues. Thanks

• Initial Complaint

  Date:03/17/2023

  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.

  See attachment for full complaint
  

  Brought car to them because check engine light was on. The team said the car was showing a lean code and that purge valve needed replaced. Cost was about $260. Approximately 10 days later the check engine/emissions light returned. I took it back. The fix was now something to do with the throttle system. They also said you have 2 oil leaks. They never mentioned that before. Cost was approximately $300. Within a few days, light returned. They told me lean code tripped again. They said they think I have bad gas. They cleared the check engine light and asked that I get good quality premium fuel. I did that and the light came back on.
  

  Business Response

  Date: 03/20/2023

  Mr. *********** first came to our dealership on 1/7/2023 at that time he had the concern of the check engine light on. We ran diagnostics and found multiple trouble codes, P0497, P0145c and P0171. P0497 and P145C are both related to the evaporative system for low purge flow. P0171 is a fuel system lean code. We found a failed purge valve, replaced and test drove no other codes returned. On the same visit Mr. *********** also purchased some needed maintenance for the vehicle. On 1/27/2023 he returned with the check engine light on with p0171 fuel system lean, we cleaned the throttle body and performed a fuel induction service to clean the injectors and remove carbon deposits from the valves, test drove no codes returned. He returned again on 1/28/2023 with the same code stored, we were concerned with bad gas and asked him to empty the fuel tank and fill with premium fuel to eliminate bad gas concern. Once again on 2/3/2023 the same code returned, after obtaining a contaminated fuel sample, we suggested draining the fuel tank to eliminate the further possibility of bad fuel, he agreed to have the fuel tank drained. The last visit on 2/8/2023 we found the primary oxygen sensor damaged and replaced with a new sensor. Mr. *********** has not returned since replacing the oxygen sensor. Mr. *********** was provided a complimentary loaner vehicle each time we had to service his vehicle. Mr. *********** spent $294.22 to replace the purge valve, he spent an additional $860.85 for repairs to fix the P0171. Mr. *********** did not pay for any charges related to replacement of the oxygen sensor for a total of $439.55 and was offered either a $500.00 store credit for service or a refund of $350.00 in addition to not paying for the replacement of the oxygen sensor.  

  Customer Answer

  Date: 03/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  First thing I was not offered a loner vehicle each time they worked on my car.  Had Serra had a conversation with me of the multi codes any time during the repair process we wouldn't be here now.  A repair that started on 01/07 and I get a verbal conversation about multi codes on 02/28  I was there about 6 hours plus other phone calls and the 5 days they had my car a code discussion would of been valuable.  Serra did have the time to tell me my issue could be caused by how I drive.  But didn't have time to discuss the codes.   My last conversation with Serra it was 3 codes.   Now it's 5 codes.   The offer made to me was also not as indicated in the Serra response.
  
  
  
  
  
  
  
  Sincerely,
  
  
  **

• Initial Complaint

  Date:01/20/2023

  Type:Product 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 my used vehicle from Serra Honda OFallon in May 2022. Later when attempting to register my vehicle within ********. I learned I had not received the correct title at the time of sale. Days after the sale of the vehicle the previous owner requested another title within ********. It is now January 2023 and I have yet to see any progress with getting me the correct title so that I may register the vehicle I have paid for. I now have a vehicle that was sold illegally, it appears. I would like for the valid title to be delivered as it should have been at the time of sale.

  Business Response

  Date: 01/23/2023

  This was an error out of our control and has been corrected. We offered to pay for her fees and inspection. 

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed this response and can confirm there has been an offer to correct this error and pay fees. Serra Honda OFallon is in the process of correcting this entirely. 
  
  Sincerely,
  
  SeVonne

• Initial Complaint

  Date:01/10/2023

  Type:Product 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 brought my 2019 Honda Civic in on January 5th, 2023 to have my E-brake reset. I previously had my rear brakes changed by someone else, and they did not put it in service mode causing the e-brake to continuously beep while the car was in drive. I had multiple different places run codes and none were detected. I went into Honda letting them know I had everything checked and that I thought it was just a wire problem and needed reset. I agreed to pay the $174.50 to have the diagnostic test run and for them to reset it, so I no longer had to drive the car with a constant beep. After about two hours Honda gave me an inspection report stating I needed to replace rear calipers, since brake calipers were not put into maintenance mode properly, it lead to caliper damage and needed to be replaced on both sides. The total parts, labor, shop charges, and taxes added up to $1,806.60 not including the $174.50. I refused service because I knew my calipers weren't damaged because prior to bringing it into Honda I had a different mechanic check to see if the calipers were damaged. On January 10th, 2023 I brought my car to a different shop for a quote and left there with paying $147.00 and the only thing that was actually needed to be done was replace the parking brake wire and reset it. I felt very pressured and bullied to perform the work at Honda as they kept telling me it was dangerous to drive and almost gave in to financing the repair. A family member luckily advised me to at least get one other quote and I'm very happy I did and didn't need to take out a loan for a very unnecessary repair. Honda also failed to even diagnose or notice the wiring issue even though I specifically mentioned it. I was also told if I were to refuse service and then come back, I would be paying the $174.50 again to make sure there was no new damage.

  Business Response

  Date: 01/11/2023

  Customer came to our facility on 1/5/2023 and stated the rear brake calipers were not placed into service mode before replacing the rear brakes. We inspected the vehicle and found the following diagnostic trouble codes C1100-48, C1111-13, C1110-13, C1120-14. Attached you will find a printout from our scan tool describing each code. We inspected the mounting of the calipers and visually inspected for damage. The customer was given an estimate to replace the rear brake calipers and the electronic actuators that control the parking brake. Further diagnostic and disassembly were required to provide a more accurate estimate, customer declined. Customer safety is our top priority. 

  DTC
  HONDA ABS
  Filename
  Date/Time Model
  VIN Dealer No.
  : ******************************************************dtc : 05/01/2023 08:20AM
  : CIVIC
  : ***************** * ******
  Year : 2019
  Odo : ******
  **********
  Confirmed DTCs (Permanent)
  ******** ******** ******** ********
  Electric Parking Brake Abnormal Operation Monitoring
  Right Rear Electric Parking Brake Actuator Circuit Open
  Left Rear Electric Parking Brake Actuator Circuit Open
  Electric Parking Brake Switch Circuit Malfunction

  
  
  
  Please let us know if you have any questions or concerns.

• Initial Complaint

  Date:11/15/2022

  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 purchased a Honda CRV from Serra Honda in 2018, (purchased extended warranty). There was no record of my purchase of the warranty in my paperwork and I received nothing in the mail stating I had coverage. I assumed that the dealership had record. In summer of 2022, my vehicle was no longer covered in the initial warranty and needed repair. I took the vehicle to Serra Honda for service, assuming my warranty information was present in the system. When my partner picked up my vehicle and they made her pay for the service, despite her stating that an extended warranty was purchased. They told her that we must pay out of pocket because they don't have record of the purchase. When I was notified, I called the service department AND the business department, with no return calls. I then asked to speak to a manager who indicated that he would look for the warranty paperwork in my original purchase. He found proof that I had purchased the extended warranty and apologized. He said that since they already received payment I had to try to get reimbursement from my warranty company. He called the warranty company at the end of July and reported to me that I needed to send my invoices to a specific email address. I waited, knowing that it may take time to process the refund, but I contacted the warranty company on 10/27/22 and again on 11/3/22 via phone, and via email. The warranty company responded and refuses to reimburse me for the covered expenses because the dealership did not follow the contract and pre-approve the service. This service would have been completely covered according to my contract. (air conditioner parts and labor). I have attempted to work with the staff at Serra Honda and ******** and Honda refuses to acknowledge their error(s) and assist in my reimbursement. I want full cost of parts/labor that should have been covered by warranty refunded to me by Serra Honda since it was their error. I don't have copies of communication w/ Serra Honda

  Business Response

  Date: 11/15/2022

  This customer refund has been processed today 11/15. It was for a warranty company not associated with Serra Honda and purchased from another dealer so the customer had to apply for it. ******** is processing the refund.