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Business Profile

New Car Dealers

Serra Chevrolet Sterling Heights
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:04/10/2025

    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.
    ***** ******, my sales **** was great to work with and helped me get approved for a 2020 Buick Encore when other dealers couldnt. That was the only good part of my experience. Right after driving off the lot, I noticed a humming/thumping noise, but I was already close to homeabout 3035 minutes awayso I contacted ***** about it. I couldnt bring the car back that day because the service department was extremely busy.I brought the car in about a week later for inspection. They said they couldnt hear the noise but resurfaced the rotors and sent me on my way. Unfortunately, that didnt resolve the issue. Soon after, I noticed the steering wheel started shaking when braking. Since they had already worked on the brakes, I assumed it could be a tire or alignment issue. I went to a separate shop and got four new tires and an alignment. The noise disappeared, but the shaking continued.Eventually, I took it to my local mechanic, who told me the rotors were actually warped and also found an oil leak. On top of that, the heating system started acting up, sometimes blowing hot air, sometimes not. All of this happened within just 3 months and only 400 miles of owning the vehicle. For a $17,000 car, I didnt expect to be dealing with these problems so soon.After that, I contacted *****, the used car manager, explained my situation, and asked if there was anything he could do to help. His response was, What do you mean by help you out? You want a discount? I said yes, but mainly I just wanted the rotors fixed for free. ***** didnt apologize or show any willingness to assisthe was cold and dismissive.I then reached out to ***, who was listed on the website as the general manager, but turns out he handles new car sales. He was friendly and understanding but said he couldnt help much. He advised me to speak with **** during my upcoming appointment.The only resolution for me would be to have all issues repaired at no charge or a super discount.

    Business Response

    Date: 04/21/2025

    We are currently working with the customer to revolve his issues.

  • Initial Complaint

    Date:05/21/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 took my 2017 Chevrolet Volt to Serra Chevrolet on 03/22/2024. I had a check engine light on my dashboard and a message that said Reduced Propulsion. The diagnosis they made was that my car needed an EGR Valve. 'The role of your EGR valve is to reduce the number of toxic NOx gases in the air, so if it isn't working quite right, more toxic gases will be released into the air.' This is an emissions issue and I suspect that GM is regulated as to the emissions our cars are allowed to emit. The part was ordered for me but it has been on backorder for 2 months now. I am not having a problem with my car at this point but I want this to be corrected. My Service technician has been keeping be updated and last week he told me that the part is still on backorder but the part has been discontinued. A new part has replaced it but I believe he said that it is not available either at this time. The part ordered for me was $666 with something returned to me so that I paid $545. He said that the new part with the new part number was priced at $2100 or close to that. This bit seems like a bit of a scam that I'm not interested in being a part of but also I believe GM should make the part available as it's an emissions issue. I don't think my problem lies with Serra Chevrolet but with GM, but this is the start of the issue. Please can you advise or help me get this resolved. I don't want to drive a car that is not compliant with emissions issues. The fact that my car seems to be running well is beside the point. Thanks for your help. *****************************

    Business Response

    Date: 06/26/2024

    I have been waiting to hear back from ************** and our Service Managers regarding the progress of this complaint.  As you can see from the details of ********************* message, her complaint is with GM not Serra Chevrolet, which is who we are still waiting for on a resolution.

    I will continue to follow up with our Service Team to see if they have any updates from GM so we can resolve this.  

    Customer Answer

    Date: 06/28/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

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