ComplaintsforSerra Buick GMC Cadillac

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/13/22 I was driving and my rear window blew out of my 2015 GMC ****** **** while having my defroster on. After research I was made aware that there was a recall for this from GMC. I took the vehicle to Serra Buick GMC Cadillac to get the window replaced but they informed me that the service was completed already on 9/22/20 and the cost to replace the window is out of my pocket. Not accepting this since the window was shattered and the component melted, I opened a case with GM customer care and went to another dealership. The technician there agreed that this is the same failure mode as the recall was supposed to fix and noted that it could be possible that Serra Buick GMC Cadillac did not actually complete the repair or that they did not complete it to the work instructions provided and it was incomplete. Unfortunately since Serra got paid out to do the original recall, the second dealership could not help me. The service manager at Serra also told me that she has seen this condition before AFTER the recall service was completed. I am very frustrated with this dealership. It seems like they have a culture of lying to their customers and siphoning money from GM corporate claiming repairs are done when they are not.

  Customer response

  03/02/2022

  Hi *******, 

   

  The company did reach out to me to resolve this issue after I made a public complaint on ****** about the quality and level of service they were providing me. Of course they offered to fix the issue they caused for free if I were to remove the complaint. I believe that this business is still not operating in a manner that is respectful or honest to their customers. This is not the first issue or BBB complaint I have filed against them and will not be returning to use their services. I had to be the most helpful review on ****** for them to even hear me out. I want to caution others of their dealings and want them to be held accountable for poor repairs that could potentially cost the life of their customer. 

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is less about the product and initial transaction with the dealership. Rather, Serra Buick's lack of urgency and customer support thereafter. I purchased my **** ***** and extended tire/wheel service agreement in 08/2020 ***************************************** The car was totalled by a hit&run motorist 09/2020. Per my gap insurer, I contacted Serra Buick in 10/2020 to learn $619 refund was due back to me. I emailed back a signed service contract cancelation at the end of October 2020 ************************************* I was advised 6-8 weeks to receive check. Due to the pandemic and my busy schedule, I patiently waited. I contacted them in January and waited, no check. I contacted Serra Buick twice in May 2021 **************************************** I was advised "give it six to eight weeks". I'm exhausted trying to get my money back from the dealer. I don't know why, after all these failures, they won't cut me an immediate check. Meanwhile, my remaining balance for loan is over $1,500, due again last week.

  Customer response

  03/03/2022

  A refund in the amount of of $669.50 was paid by Serra Buick (Washington Twp, Mich.) to my lender, ********** Granted, this was more than ten months after I brought it to their attention that the vehicle was totalled, and I filled out and submitted at least two reimbursement forms for service agreement. The dealership was tone deaf to my circumstances for months. Nonetheless, it is okay to close this complaint. 

*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. ↩