ComplaintsforSerra Acura

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22nd 2022 the vehicle (**** ***** **) was brought to Serra Acura, it had two error codes one for emission and one for misfire. The dealership charged $361.27 to diagnose the problem and $212.76 to fix the problem (new spark plugs) less than 80 miles were put on the vehicle (see reciepts) and the same error codes have came back. The vehicle was brought back June 7th 2022 and the dealership now "recommends" a 100k mile service package because they do not know the root of the problem and were incorrect in diagnosing the problem the first time/charged for parts that did not fix the issue. Dealership states on first receipt that they verified no misfires, second receipt states misfire is still occurring. Services paid for were not rendered.

  

  Business response

  06/20/2022

  Hello,

  The customer originally came into the shop with 60+ misfires - at which point spark plugs were replaces.  Later the customer experiences a hard start in the morning and brought the vehicle back.  On a second diagnostic test it was determined the new spark plugs were no longer the issue and the vehicle required a valve adjustment.

  At this point we have offered to do the second repair (valve adjustment) at no charge to the customer to ensure his car continues to run properly and he has a good experience.  Unfortunately it does not sound like the customer is willing to come back to our shop and continue to work with us.

  We believe our offer to conduct the valve adjustment at no charge is a reasonable remedy to the customer complaint.

  Thank you -

  Customer response

  06/21/2022

   I am rejecting this response because:
  
  
  Serra Acura first stated the misfires were caused by spark plugs which is incorrect. It is caused by a leak in the head gasket as seen in the attached document which is the correct diagnosis. They then proceeded during the second visit to diagnose the issue as needing a valve adjustment which is also incorrect. The offer to adjust the valves is not a satisfactory response because it doesn't address the vehicles problem. The diagnosis paid for and preformed was also unsatisfactory because both times Serra Acura failed to accurately locate the problem. The offer to bring the car back to then a third time is not a possibility when I had to pay for another party to do the correct diagnosis and at this time their service department does not have my confidence due to the reasons listed above and the documents attached the first and second time. It is clear that they misdiagnosed the vehicles problem both times and the spark plugs/valves are not the issue.

  

  Business response

  06/22/2022

  We are sorry the customer has rejected our response.  However, we feel the first repair fixed the majority of the problem and we have further offered to fix the rest of the issue for free, but the customer has declined that offer.

  Customer response

  06/23/2022

   I am rejecting this response because:
  
  
  The issue as seen attached is the car needs a new headgasket (the diagnosis by a third party after serra acura missed twice). Serra Acura did not offer to fix the issue for free (replace the headgasket) as thier message claims. What they are offering is to adjust the valves which will not alleviate the problem just as changing the spark plugs did not alleviate the issue.

*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. ↩