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:05/12/2025

  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 felt conned and on top of that the lack of paperwork that I did not receive after leaving made no sense to me. I received no loan paperwork, spec paperwork, nothing. Just left in the dark. I just feel like I could have stayed in Montgomery and got a car that day off the lot that I wanted versus coming to Birmingham and dealing bc with this headache in search for better options and deals. After purchasing I constantly got the run around about having received none of the financial documents that I signed and they still have not paid off my car that I traded in so now ****** is calling me asking why am I late on my car payments. ****** in finance seems to have no regards to this and it is him that likes to give me the run around and leave me on hold or sit in his office and leave me out on the floor waiting for paperwork. This has just been a level of unprofessionalism that seems to be getting worst rather than better. I traded in my vehicle so I fail to realize why I have to be the one to call and check in on Toyota as to why they have not paid off the car.

  

  Business Response

  Date: 05/13/2025

  Hello Ms. *******  -  Thank you for reaching out to Serra Toyota.  The Customer Relations Manager has looped in **** ****** - Sales Manager and ****** Case - Finance Manager.  The CRM also reached out to the back office and they confirmed the payoff for the trade was sent 5/9/2025 (see attached).  The paperwork is given to the customer on a jump drive. If you have additional questions regarding finance paperwork, please reach out to **** ***** our Finance Director - ###-###-####.  Thank you for your time Ms. *******. 
  

  Customer Answer

  Date: 05/13/2025

  I honestly reject it because I fail to see how this solves the lies and misleading of information I endured. I still am with the car I did not ask for or thought that was receiving. The payments are higher than what I was told and due earlier than I was told and I still didn’t receive the color car, automatic trunk, or sunroof that I was told I was getting. So no I am not happy with the response. The business continues to shows unprofessionalism and continues to lie and make me as if I’m the one in the wrong when I was lied to and continue to be lied to or miscommunicated to as they said…
  

  

  Business Response

  Date: 05/22/2025

  BBB- 
  We want to ensure Ms. ******* is happy and that she feels as though she is a valued customer. The General Sales Manager has reached out to the customer directly after a Toyota case was opened. We are currently working on a resolution to get Ms. ******* in a different model type that would include the features that she expressed interest in at a slightly increased price.

  Customer Answer

  Date: 05/22/2025

  I accept as soon as the deal has been made and completed. Right now I have nothing from them in writing form. The deal was spoken about via phone call and the person who made the deal with me is out of town. As soon as he returns and assuming I can get the deal in written form and completed, I accept.
  
  

  
  

  Customer Answer

  Date: 07/15/2025

  Good Afternoon, 
  
  I would like to reopen this complaint against Serra Toyota. I have been going back and forward and through it with them still even after I accepted the deal that they offered. I accepted the deal from **** email- ****@serratoyota.com and number ###-###-####. He presented me with the vehicle I originally wanted for a down payment of $739. When I went to pick that vehicle up after waiting weeks for it to get in I was passed along to **** ******. **** ****** initially made the deal great and how it should have been the first time but while there my parents asked more than once about the down payment to which **** said there is none. The next day **** called me saying I owe him $1,000 down payment. I explained that the deal was for $739 and we asked about the down payment before we left the lot. After going through a whole ordeal they said they will accept the $739 to which we payed even though we shouldn’t have paid anything because we already signed the paperwork and left the lot with the car for them to call the next day about a down payment after we asked multiple ***es in his face. I’m all of this I refinanced the first vehicle I got from them with **** ******* so when I told **** this he asked for a payoff letter from **** ******* which I emailed him. ****** who lied numerous of times and said he was forwarding this information to the GM and they were handling the refinance said that I never told them I refinanced with Navy Federal. I did tell them. I told **** the GM who offered me the deal. To date the loan for **** ******* has not been paid and it’s messing up my name and credit. I have tried too many times to count to call and get this straightened out. I even had **** ******* call them on 3 way to express this concern and they still have not been paid and Toyota still is ignoring me and the situation. Below are some on the emails and the over due balance that Toyota should be paying. Please help me. My number is ###-###-####.

  

  Business Response

  Date: 07/17/2025

  Serra Toyota has been working diligently and in good faith to assist Ms.
  ******* and bring resolution to a highly complex and unusual situation.
  
  Ms. ******* initially purchased a vehicle from us (in April 2025), and shortly thereafter
  expressed dissatisfaction with a desire for different features. Although the
  original vehicle was in acceptable condition and the deal had already been
  finalized, we made an exception—strictly in an effort to take care of the customer—by
  agreeing to trade her into a different model that better aligned with her
  expectations. This type of post-sale accommodation is not standard practice and
  was done purely out of courtesy and good faith.
  
  During the
  second transaction, it was not disclosed by Ms. ******* to **** ******
  (the Finance Manager completing the paperwork for the 2nd Rav4)  that
  she had already refinanced the original vehicle with **** ******* Credit
  Union. Even if it was told to other managers / SP- it needed to be
  mentioned to **** as he is the manager completing all of the documents. Ms. ******* signed several documents where the line holder was listed at SETF / World Omni.  That key piece of information has significantly complicated the
  resolution process. As a result, funds intended for payoff were sent
  to the wrong lender. We will require an updated 10 day proof of payoff from Navy Federal.  Thank you for your time.   

  Customer Answer

  Date: 07/17/2025

  I reject. This company has lied to me and refuse to take responsibility. I hate I even got in business with them. I was the one that was passed to manager to manager and therefore did not know that I had to keep stating over and over the issue. *** received the payoff and now Toyota needs to call **** ******* and get the right payoff and pay them because I don’t have the vehicle. I have done my part by reaching out too many times to count and I don’t not appreciate them playing in my face with this lie and response that shows just how little they cared about the situation to start. I was mislead time and time again and lied to on more than one occasion so they can really dismiss me. This was not done out of good faith but to save their name and I feel as that they have brought me out of character and to look like the bad person in this situation. They need to fix the situation and pay **** ******* so I can move on from this horrible transaction and refinance so that I will not have to deal with their shady business.
  

  Customer Answer

  Date: 07/17/2025

  And further more I find it ridiculous that when I call and text my calls are not returned by a business that claims they were working in good faith to help me when they lied to me!!! I want **** to pull the tape and that other finance manager that they say they record in their office so we can see and hear what really happened. I can pull my call logs and never federal to see how long I have been trying to resolve my own situation. This is pure bad business! 
  
  I fail to see how a business that is suppose to be so good at their job can try to force blame on me when they miscommunicate with each other and can’t get it together. I have never done with a situation like this in my life with a car dealership. It’s simple they misled me and at this point I don’t care for an apology or response. I just want them to pay **** ******* and communicate with them that they are paying so I can stop being called by **** ******* for a car I don’t have. This is messing with my credit and I’m over them and this situation.
  

  Customer Answer

  Date: 07/18/2025

  Also please relay to Toyota that if they had given me the car that I asked for in April 2025 we would not have ever needed to go through all of this in the first place. I expressed dissatisfaction with the car before I drove off the lot and they told me I had to take that car. So regardless if the car was in acceptable condition it was not what I agreed to but was misled which **** agreed that I was misled when we were signing new paperwork. Please check recordings from the office unless they lied about the office conversations being recorded as well. I can’t keep up with all the lies…

• Initial Complaint

  Date:12/30/2024

  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.

  On 12/27/24 I went to SERRA Toyota dealership for a oil change and was charged $16.95 for a MOA which I did not request nor was I consulted with about a MOA. I have contacted the service department via email and have yet to be contacted by a service manager or the technician who performed the service ******* *****. I am requesting the BBB contact SERRA Toyota about the unauthorized service.

  

  Business Response

  Date: 12/30/2024

  The Parts & Service Director called the customer 3 times.  The phone would ring once then go to voicemail.  The Service Director wanted to update the BBB case since he could not speak with the customer.  The *** $16.95 is not an option to remove, it is part of the standard oil change and its always factored into the price.  If the customer has any additional questions, she can reach out to **** ********* at *********************.  We sincerely appreciate your time.  Thank you.

• Initial Complaint

  Date:10/15/2024

  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.

  The date of my experience with Serra Toyota was last Thursday, October 10th, 2024. We also inquired on purchasing a vehicle in May of 2024, this past year, and they wanted to sell us a used vehicle of our liking but with too many miles and it was the same year as the vehicle we currently had. We had a RAV4 we were trying to trade in for a higher equipped RAV4 last year. So due to us being pretty much brushed off and treated like we were not repeat loyal customers, we went to another ********************** dealer and were talked into buying a Camry in which we wanted a RAV4. So since we have some family issues going on with people that cannot get in and out of a sedan good, we give Serra Toyota another chance into helping us get into another RAV4. We were all for taking an XLE instead of the higher equipped XLE Premium just to get us a RAV4. But the salesperson told us we were pretty much stuck with our Camry and to count our blessings, and just drive it. He knew and knows our situation. We have bought two vehicles from him. It is like pulling teeth trying to talk with anyone at Serra Toyota. All I'm going to say is, this is not how you treat your repeat loyal customers. The CUSTOMER IS ALWAYS #1. I pray this doesn't happen to anybody else at Serra Toyota and I have heard that this is happening a lot at Serra Toyota, that they just don't care for their customers anymore. Something should have been done in our favor of what we were wanting.

  Customer Answer

  Date: 10/15/2024

  It would be best in our interest here for Serra Toyota to help find us a RAV4 that we like and one that meets our desired budget for how much we can pay on the vehicle monthly.

  

  Business Response

  Date: 10/17/2024

  ***** and ******* ******** were informed that based on their current credit scores, current level of income, and the current time in the vehicle they wish to trade (4 months) that it would be in their best interest to make at least 12 payments.  Based on programs that they could qualify for at the time, it would potentially save them thousands in interest charges and make it more likely to accomplish their goal of lowering their current payment. ~ *** ********** - General Sales Manager 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22425206
  
  I am rejecting this response because: My credit score and my mothers credit score have come up since inquiring. I do understand **** explanation. A 600 score is needed. I am at a 574. My mother is at a 530 last I checked. Could they work with that?
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/18/2024

  In addition to the specific score needed, in order to qualify you must have 12 completed payments for the program needed to help the customer.   Since the car was recently purchased there are still more payments to be made until we can use that program to trade the customer out.  In 8 - 9 months, ********************** would be happy to help with trading the current Camry for a Rav4.  Thank you for your time.  ~ *** ********** - General Sales Manager 

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22425206
  
  I am rejecting this response because: I am just not satisfied with the business and the lack of help I received previously. We inquired this past May after being told to wait two to three years on upgrading to a RAV4 XLE Premium by our salesman. We did just as he told us to do. He wanted to put us in a used RAV4 XLE Premium and my mother wasn't happy, because she doesn't like second-hand vehicles, especially on another RAV4 the same year as ours with a much higher payment. That is why we went to another Toyota dealer to get another RAV4, which then we were railroaded into buying the Camry which is not a bad car. It's just that the Camry sits too low for my mom and grandmother. I want to apologize that this had to all come about, but we are loyal customers to **********************, and to the whole staff. My sister bought two cars from there. We bought two cars from Serra Toyota. My brother and cousin did. I think customer loyalty should come first before credit bureaus. And as I said in one of my other reviews, the other Toyota dealer said they had other customers coming from ********************** telling them how Serra is no longer putting their customers and their needs first. To all the staff at Serra Toyota, start listening and thinking about your loyal and repeat customers.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  Sales representative *************************** is continuously running my credit without any follow up. I reached to him by phone and I also sent two text messages. However he still isn't following up, but he keep running my credit. I contacted the dealership and was hung up on three times. I asked for the General Manager *************************. I was advised he wasn't available. I then asked for the General sale manager, I was asked to leave my contact information. He was at the new car location, I called and left a message and he didn't return my call either. I had a similar issue with the brother lot Serra ************************************ asked me to trust him. He (*****) promised I would receive the same outcome. However here we are again with almost fifteen hits on my credit, in which it's going to futher lower my credit score.

  

  Business Response

  Date: 08/06/2024

  BBB -
  
  Serra Toyota received the customers application on Saturday August 3rd.  Lenders were not available at the time.  At first opportunity on the following Monday (August 5th), Serra Toyota submitted the customers application for approval to only two lenders. From one lender we got an error message and from the other the application, it remained pending throughout the day.  It was still pending when we received the BBB complaint.  We will follow up with the customer as soon as we have some good information to go by.  Thank you for your patience.  ~ *************************** - General Sales Manager - Serra Toyota

• Initial Complaint

  Date:06/17/2024

  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.

  In March I was In the process of doing a battery warranty claim. I was told to bring the battery in. Once I came in with the battery I was told it needed to be installed with the car. I then had to get it towed. Toyota said they replaced the battery. I got Toyota Avalon back and it would start the next day. I once again had it towed. I was without my vehicle almost a month and a half. I got new updates of potential things wrong with my car. Finally I was told it was a replacement part that was on backorder that was needed. I had to call continuously if the part was in. Finally when I was out of state for work they called and said it was ready which I told them I was out of start for work. Last Friday while still out of town I was told I needed to pay $3087 by the next Monday or my car would be going through the abandonment process. So I canceled work plans to make sure I was there. I requested to speak to the manager multiple time but seemed to be ignored. I informed them.my child was sick Waiting in my work truck but still got no attention. I only got noticed due to just standing in a pathway for about 15 mins. The customer service/ communication was horrible which is sad because I have been a loyal customer for years. This has effected my budget tremendously due to threat of me getting my car asap compared to ****** holding the vehicle for months causing several inconveniences including this one.

  

  Business Response

  Date: 06/21/2024

  Customer Relations Manager got with the Service Director, *** and BDC.  The customer had been in contact with the *** on multiple occasions.  The customer authorized diagnostic and tear down.  The customer was made aware of faulty parts, with one of those parts being on back order with no eta. *** informed the customer the day the part arrived.  The customer was also notified when the work had begun.  When the repair was completed the *** called the customer.  The customer relayed that the funds needed to be gathered.  *** notified the customer that financing was an option if he wanted to investigate it.  Serra Toyota had the vehicle almost one month before we were to begin the abandonment process.  The customer came in 6/17/24 to pay for the repair.  
  
  Here is a timeline of events (we reviewed ( Listened ) to all the recorded phone calls to confirm this information.)
  
  4/23 part on back order
  5/8 part arrived
  5/13 RO total discussed and sun bit offered and link sent
  5/28 Will (***) called him to verify he wasn't abandoning it, but the customer said no he wasn't abandoning it and was out of the state working.
  6/3 called in for Will (***) but he was off 6/4 Will spoke to him again and the customer said he isnt abandoning it again.
  6/14 Will called him to let him know we needed payment by today so we do not start the abandoning process.

   

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21861080
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************************

  Customer Answer

  Date: 06/24/2024

  I communicated with Serra Toyota that I was out of town on a work trip for a long duration. This was known. When I recieved the call saying my car would go through the abandonment process I can to cut the work trip short. On top of that when I recieved the car it was filthy, the new remote key had not been programmed and the routine maintenance I requested had not been completed. I had to take the car BACK again. 

  

  Business Response

  Date: 06/25/2024

  The customer is exactly correct.  There were concerns we addressed afterwards.  We sincerely apologize for that inconvenience.  Our Service Director addressed it with the *** and team.  Thank you for your time.

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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 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:

  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 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:

  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 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

• Initial Complaint

  Date:09/13/2023

  Type:Billing 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 new car here on 8/19/23. I have been unable to title or register the car because I dont have the needed paperwork and cannot get in touch with anyone at Serra. *** left multiple voicemails and made multiple calls, spending hours of personal time, with no luck. I have gone to my local title/tag office who is also baffled by Serras lack of response and assure me my only option is to work with them. I live 2.5 hours from the dealership and it seems my only option is to drive the 5 hours round trip to confront the issue in person. Despite spending significant money there, I have gotten terrible customer service since I committed to the car. At this point, I will be paying fees for late registration and have lost money for erroneous trips to the tag office and lost work time.

  

  Business Response

  Date: 09/14/2023

  The General Manager and Customer Relations Director at ********************** are working directly with the customer to complete the customers request.  We are personally handling the requirements needed so that a tag can be obtained and we are addressing additional concerns with the customer.  Thank you for your time. 

• Initial Complaint

  Date:05/02/2023

  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 bought a pre-certified 2021 Toyota corrola. All of these vehicles according to commercial and employees go through a very rigorous inspection to make sure they are good vehicles and than they are pre-certification. I bought the vehicle in the day time, so did not notice the left front light was out. I noticed when it was dark and contacted the sales man and he said bring up the next day. I did, but they where busy so suggested I come back which I did. They checked the light and said it had water in it and would cost ***** for a new 1. I explained it's a new car with no headlight that's a safety issue . The guy was nice , but said nothing he could do. So last Thursday I emailed the general Mgr ******** and never received a reply. I called there last Saturday in case ******** didn't get my email and was told by a lady , he was busy , but would call before the day was over. I also emailed again with no response. I'm a 100 disability veteran and have fixed budget and can't pay another 1k for a light on a new car. I just need some help cause serra will not speak with me

  

  Business Response

  Date: 05/02/2023

  The Customer Relations Manager got in contact with the Sales Manager - *************************************** and the Service Director - ****************************  The sales associate Coach ****** is also aware and has been in contact with the customer.  **** will have an ASM reach out to the customer to set up an inspection and let the pre-owned sales manager know the cost.  This repair will certainly be covered by the sales department. Thank you for your time.

  Customer Answer

  Date: 05/03/2023

   
  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,
  
  ***********************