Complaints

This profile includes complaints for Serra Champaign's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serra Champaign

  100 Burwash Ave Savoy, IL 61874

  
• 

  Serra Champaign

  PO Box 719 Savoy, IL 61874-0719

  

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:06/21/2025

  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.

  On June 20, 2025, I paid a $500 deposit to Serra Honda Champaign using my credit card. Shortly afterward, I discovered that the dealership had misrepresented information during our interaction, which led me to lose trust in the transaction. As a result, I decided not to proceed with the purchase and requested a refund of my deposit.
  
  I attempted to contact the dealership multiple times via email and text, but received no response. When I called, my calls were either ignored or disconnected. Importantly, there is no documentation indicating that the deposit was non-refundable. I did not sign any purchase agreement, buyer’s order, or other binding contract that would obligate me to complete the transaction.
  
  Given the absence of any signed agreement and the lack of transparency from the dealership, I believe they have no valid basis to retain my deposit. I am requesting that the $500 deposit be refunded promptly.

  Customer Answer

  Date: 06/23/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to clarify my complaint regarding Serra Honda Champaign, filed on June 21, 2025.
  
  I was misled by the dealership by the misrepresentation of Vehicle Model Year and Price. During our interaction, the dealership misled me regarding the model year of the vehicle we were discussing. We had expressed interest in a 2026 model, but the dealership attempted to sell us a 2025 model under terms that did not align with our understanding or expectations for the correct model year. This fundamental misrepresentation of the product was a primary reason for my immediate loss of trust and decision not to proceed with the purchase.
  
  When the $500 deposit was requested and paid on June 20, 2025, the dealership failed to clearly disclose, verbally or in writing, that this deposit would be non-refundable in the absence of a fully executed and signed vehicle purchase contract. This omission misled me into believing that the deposit was a standard placeholder or good-faith payment that would be returned if the transaction did not proceed to a final, binding agreement due to issues like the one above.
  
  The act of accepting my $500 deposit, without simultaneously providing and requiring a signature on a comprehensive purchase agreement or buyer's order, implicitly suggested a level of commitment that was not legally established.
  
  I did not sign any purchase agreement, buyer’s order, or other binding contract that would obligate me to complete the vehicle transaction or authorize the dealership to retain this deposit under any circumstances. While I signed a privacy document and a preliminary agreement related to a potential trade-in, these documents did not constitute a finalized vehicle purchase contract, and the trade-in agreement did not specify a monetary value.
  
  The dealership's subsequent refusal to refund my deposit, despite the clear absence of a signed purchase contract and their unresponsiveness to my attempts to contact them, constitutes a deceptive practice. They are retaining funds for a transaction that was never formally or legally concluded.

  
  In summary, I was misled by the dealership's misrepresentation of the vehicle's model year, as well as their lack of transparency regarding the non-refundable nature of the deposit without a full contract, and their implicit representation that the deposit created a binding commitment, which it legally did not.
  
  For your information, the pending charge for $500 related to this transaction has recently disappeared from my credit card account, likely due to a dispute initiated through my credit card company. However, I maintain that the dealership's original actions, as outlined above, were misleading and warrant this complaint.
  
  Thank you again for your assistance.
  
  Sincerely,
  **** **

  

  Business Response

  Date: 07/01/2025

  **** ** is not the person who contracted with us.  We have a check ready for ******* **** who provided the $500. partial payment and we notified them via text on June 24th to come in and pick up the check.  She was unresponsive until one of our Management team members called her. She said she wanted us to make an electronic refund in her absence and in absence of the card, which would not confirm her receipt of the refund. We informed her that he check is still awaiting her at the reception desk. 

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

  Customer Answer

  Date: 07/01/2025

  To whom it may concern,
  
  I am
  writing in response to Serra Honda Champaign’s recent submission regarding my
  complaint.
  
  I, **** **, am the complainant and the individual who provided the $500 partial payment
  using my credit card. My husband, ******* ****, was present with me during our
  visit to the dealership.
  
  The
  dealership’s claim that I am “not the person who contracted with us” is
  misleading. At no point did I, my husband, or any other party sign a binding
  purchase agreement or contract for the vehicle. Without a signed contract,
  there is no legal basis for the dealership to retain any portion of the
  deposit.
  
  Regarding
  the dealership’s claim of my unresponsiveness: this is inaccurate. After
  missing a call from them on June 24 at 11:27 a.m., I immediately called back
  but was directed to an automated response. The following afternoon, they
  contacted my husband and insisted on an in-person pickup of a refund check. He
  clearly declined and reiterated our request for an electronic refund to the
  original credit card.
  
  Additionally,
  I would like to note that my credit card issuer has completed the dispute
  process, and the $500 charge has been removed from my account. This further
  underscores the importance of issuing refunds via the original method of
  payment, as initially requested. My insistence on an electronic refund was for
  reasons of security and consistency with the credit card dispute process, as
  such refunds are standard practice and do not require the physical card or
  in-person verification.
  
  Finally,
  despite the dealership’s claim of having a check ready and my alleged
  unresponsiveness, my initial attempts on the morning of June 21 to resolve this
  directly with the dealership were met with unreturned emails, unanswered calls,
  and instances of being hung up on.

• Initial Complaint

  Date:03/26/2025

  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.

  When I purchased the car from this dealership on March 7th, they told me they didn’t know why the check engine light was on. However, logically speaking, for a used car that has supposedly been inspected and serviced, they must have checked the engine codes. Yet they claimed they had no idea why the light was on, which led me to believe it was either not an issue or just a minor one.
  
  Today, another shop diagnosed the problem and found that the fault code is P0135, which indicates a persistent oxygen sensor malfunction. Even after resetting the check engine light, it came back on again. This is a clear case of serious misrepresentation and fraud.
  
  I have owned the car for less than a month and have already spent nearly $1,000 on repairs, with more expected. Combined with the ongoing issue of the check engine light, I feel I have been severely misled and deceived.

  

  Business Response

  Date: 03/27/2025

  Thank you for reaching out regarding the vehicle purchased from our dealership on March 7th. We understand such concerns and take them seriously.
  As indicated in the attached sales documentation and the specific form signed by the buyer, the vehicle was sold in an "as-is" condition. Additionally, it's important to note that the buyer agreed in writing, not to "lodge complaints to the dealership or others regarding the purchase of this budget buy vehicle". This agreement is a part of our effort to manage expectations and maintain transparency about the nature of buying a "Budget" vehicle, especially in the price range under $3000.
  We must adhere to the terms that were explicitly agreed upon at the time of sale, including the "no-complaint agreement". While we regret any inconvenience this may have caused, our policies are in place to ensure clarity and fairness in all transactions.
  We appreciate buyer's understanding and observance of the agreed-upon terms.
  
  Thank you for your attention to this matter. Let us know if you have further questions.
  
  

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:
  
  Response to Business Reply
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the business’s response regarding the vehicle I purchased on March 7, 2025.
  
  I have reviewed the documents attached by the seller and would like to state clearly that I do not see any specific clause titled or described as a “no complaints” agreement in the documents I signed. If such a clause does exist, it was neither clearly presented nor adequately explained to me at the time of sale.
  
  That said, even if we assume such a clause were present, it cannot and should not be used to shield the seller from responsibility in cases of misrepresentation or concealment of material facts. My concerns are not merely about buyer’s remorse but about being misled about the vehicle’s condition prior to the sale.
  
  In Illinois, an “as is” sale does not excuse fraudulent or deceptive conduct. If a seller knowingly withholds key information or presents misleading statements to induce a sale, such behavior is not protected by any disclaimer or waiver.
  
  Using a blanket “no complaints” clause to deny all consumer rights raises serious concerns about fairness and transparency. I believe I was misled and I am requesting that this matter be reviewed on the basis of the seller’s conduct—not just the language of the sales paperwork.
  
  Thank you for your time and continued attention to this complaint.
  
  
  Sincerely,
  
  
  

• Initial Complaint

  Date:09/12/2024

  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.

  9/5/23my Honda CR-V's lower engine shield partially fell off the car. In the process of dealing with that, I asked the Serra Honda service advisor to check on the "All Wheel Drive System problem" popping up intermittently and then disappearing when car was turned off. The service advisor said no codes came up but I was handed a list of $658.17 of services that should be dealt at that time. I should bring car back in when the warning it is still showing. (The car was still under the 5 yrs/60,000 miles warranty at this point.)
  On 6/4/24, again the shield comes partially off. While at the service department show a picture of the warning and ask the service advisor to check it out. He comes back with $2198.75 of additional services but not the warning I am concerned about. Once again I am told to come back when the All Wheel Drive System warning is still on the car.
  On 8/30/24 the warning came on again this time the car hesitated, but the gas pedal wouldn't work as I tried to cross 3 lanes of traffic. This nearly resulted in my being t-boned. I took the car to another auto repair shop in town, Beaumont. Their inspection they found code, C1851. It is the differential motor and needs to be dealt with at the dealership. Through research I learned there was a defective part in the differential pump and Honda had a Service Bulletin (23-031) on the problem. I brought this information to the service advisor. I was told Serra Honda could not take the information from another auto repair shop, the code was not coming up in their computer. I emailed the service manager, ***** ******** with all the information asking him to help me resolve the issue. The reply I received was from the service advisor informing me if I wanted it fixed it was $871.79 plus tax. The warranty had expired. I emailed Mr. ******** my dissatisfaction. He replied that he and Mr *********, owner operator, are not obligated to fix pump. I believe Serra Honda in Savoy is responsible. See attached reply.

  

  Business Response

  Date: 09/16/2024

  At no point has the vehicle been in the dealership, with the fault code showing, she says is listed.  Without the fault code revealing itself within the diagnostic system, this repair information bulletin does not apply.  If the fault code was present and verifiable while the vehicle was under warranty, Honda would have no issue performing the warranty repair.  The "all wheel drive problem" customer is referring to, could be many things including the mere indication that the system is engaging operation,  such as wheel slipping event like slippery surface conditions from rain, or snow.  This is similar to the "ABS" blinking during a panic stop.  As we had no faults indicated, we would have no reason or authority to apply this repair information.  Even at this very moment, the only indication of the vehicle having this fault, is a note on her repair order from *********. This has not been confirmed by the HDS (Honda diagnosis system), to which we are bound. If the vehicle was to have experienced this fault, it would appear in the system as a stored fault code.  At this time, the vehicle is outside of the manufacturer's limited warranty. (60 months or 60,000 mile powertrain warranty).  We priced the repair to the customer per her request, but in good conscience would nor be comfortable performing such because without verification we do not have confidence that it would address what she may be experiencing.  We have no interest in disappointing any customer, but we also have little interest in performing work that may or may not solve the issue at the expense of our dealership.  

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:

  I do not accept that it is reasonable that the Honda service department is unable to find the diagnostic code. They find every possible thing that needs "to be done" each time I go in for a minor service. It amazes me that ******** can find it, explain it, and send me back to Honda for repair, but then be wrong?

  I do however agree that it is a waste of my time to keep banging my head against the Honda garage door.  I believe that since Honda can not find anything wrong with the all wheel drive I will get a different car and end my association with Honda and the Serra Automotive group.

  I appreciate the help the BBB gave me in the hopes of resolving this complaint. 

  
  

• Initial Complaint

  Date:02/13/2024

  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.

  In January 2024 I brought my car to Honda because I have a tire that was making a wobble sound, the technician told me that the cause was that the tires needed to be balanced. I paid to have the tires balanced and picked my car up the next day, the tire is still making the same noise! I have emailed the service manager ******* twice with no response.

  

  Business Response

  Date: 03/04/2024

  SEE ATTACHED. WE SETTLED THIS WITH THE CUSTOMER AS SOON AS SHE CONTACTED ME. SHE HAS CASHED THE CHECK AND I CONSIDER THE ISSUE RESOLVED.

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

• Initial Complaint

  Date:02/07/2023

  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.

  I am writing to request a full refund for the service I received on 1/18/23. Despite paying $756 for the repair of my serpentine belt tensioner, which was pointed as the source of the problem in their maintenance report, the issue was not resolved and the car became undriveable. The rattle noise I took it in for was not only present but much worse after driving only 2 miles, and I also noticed a strong burnet rubber smell.
  
  As a result of this issue, I have been unable to use my car for commuting to work, causing me significant stress and financial burden. I attempted to reach out to the service manager and the executive manager to resolve the issue, but two weeks have passed and I still have not received a response.
  
  Given the inconvenience and tremendous stress and anxiety this has caused, I respectfully request a full refund of the amount paid for the service. I believe that this is the appropriate solution, given the poor quality of the service I received and the impact it has had on my life.

  

  Business Response

  Date: 02/14/2023

  The customer had a problem with two noises that were directly connected to one another. The Air Conditioner compressor needed to be replaced because it was beginning to fail as a result of the faulty Belt tensioner. Both issues contributed to the noise.  The Belt Tensioner controls the belt that drives the Compressor. Replacing the belt tensioner must be done because if not then without tension to the belt, the compressor will eventually stop working altogether. The customer needed to address both items to stop all noise and fix both problems. Additionally, the customer didn't bring the vehicle back to us or even call or email us after they "smelled" something on the 24th. They did nothing and then threatened legal action. we would have happily checked out the "burning smell".  Customer was notified of the diagnosis in writing and approved the belt Tensioner and turned down the compressor, among other items. I don't know how much more thorough we could have been. His assumption that we are dishonest and his threat of legal action is enough for us to part ways.

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

  Customer Answer

  Date: 02/14/2023

   I am rejecting this response because:
  
  Dear *** **********
  thank you for your response. There is clearly a misunderstanding
  on why I mentioned the UIUC Student Legal Services on my email to the dealership
  (attached for your convenience). As I have explained to you on my email, I
  called the dealership immediately after noticing the rattle noise was not only
  back but worse after driving only 2 miles. That interaction with your service
  team was rather disappointing since they seemingly disregarded my concern. Following
  that, I reached out to the UIUC Student Legal Service to seek advise on how to
  proceed. I was advised to contact the dealership again and keep records of all
  communication. My approach was amicable and respectful, and the mention of
  Student Legal Services was only to justify my preference of been contacted via email
  and to advise you and your team that if phone communication were strictly
  necessary, I would be recording the conversation for my own records.
  I also want to clarify that on Page 4 of the Status Report that
  I received on the day of repair, which is the same you attached to your response,
  it is stated that “If not replaced, the AC Compressor will eventually fail and
  cause your air conditioner to not cool properly”. There is no mention of how it
  could affect the normal operation of the car or how it was tied to the rattle
  noise, since the repair estimate (attached) links the AC compressor to a
  hissing noise and the rattle noise to the belt tensioner. Based on the information
  given to me, I made the decision to only request the latter since it was tied
  to the specific problem I went there for. My interaction with *** ****** ******,
  the service advisor who checked out my car, confirmed that it was the correct decision
  since he said that I would still hear a hissing noise coming from the AC
  compressor, but the rattle noise had been fixed by replacing the belt tensioner.
  With all due respect, in your response to this complaint, I believe
  it is not true or fair when you say that “we would have happily checked out the
  "burning smell"”, since your lack of response indicated the exact
  opposite. After noticing the burnt rubber smell, I realized that I would have
  to tow the car to the dealership because it made clear that driving it could
  cause further damage or potentially put my own safety at risk. Before taking on
  further expenses and cause even more financial burden, I wanted to stablish
  communication and hear what your suggestion was on how to proceed.
  I waited for 2 weeks in the hopes that you would honor the
  quality standards and level of care that Honda certified centers are known for.
  But I received no response or comment on the matter, even after following up twice
  with you and the service manager. I explicitly expressed my concern and the
  urgency on finding a solution since that situation caused me deep distress and anxiety
  and impacted my ability to commute to work.
  As written in the repair estimate and confirmed by the
  service advisor, the rattle noise was specifically tied to the belt tensioner. The
  service provided did not fix the problem and my attempt to communicate and find
  a positive resolution for both parts was dismissed. Therefore, I believe the
  refund is still the appropriate resolution.
  Please, note that the service was requested on 1/23/23 and
  not on 1/18/23.

  

  Business Response

  Date: 02/14/2023

  You should understand that when you inform a business that you are going to a lawyer and getting legal representation, that will always be understood by most that you are threatening legal action. 

  Your assumption that we would not have addressed a new complaint such as a "burnt smell" immediately after servicing your vehicle is incorrect and short sighted. You would have been in a much better situation now ether way. Either you would have realized we have a specific process when there is a "new" problem, or you would be able to report with certainty that we did nothing to help you. We would have towed your car in and diagnosed the new issue and then had a discussion as to whether or not we somehow missed something.  We always do what is right. We always take full responsibility when we are at fault because it creates trust and goodwill when a problem we caused gets acknowledged and quickly fixed.  Rather than giving us a chance to address the new problem or in your assumption--if we did nothing, then you would have every reason to assume.  That's not what you did.  You did nothing for 3 days even though you thought the car to be unsafe, and called a lawyer.  That gives a business reason for pause and to be very careful in our communications.  We will not refund you for work properly performed.  You made a decision to only fix part of the problem.  What I can offer is to evaluate the repair we did, and explore the "burnt" smell and determine whether that is something new or whether it is directly related to our work. If its something we did we will address it at our expense and reimburse for the tow. If it is not our fault then the tow bill and any expense to fix that will be your responsibility.  Maybe you should get some legal advise though before you decide. I wont be able to check this portal again until Monday of next week. If this is something you want to take us up on you will need to email both me and ***** ******** through our Serra Champaign email addresses. Do not call the dealership because we will not discuss this with you over the phone as it risks too much misunderstanding.  

  This offer is good until this Thursday, February 16th. 

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