Complaints

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

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  Serra Jackson Automotive, LLC

  189 Stonebridge Blvd Jackson, TN 38305-2040

• 

  Serra Jackson Automotive, LLC

  175 Stonebridge Blvd Jackson, TN 38305-2040

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:05/22/2025

  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.

  My mom bought a 2016 ***** encore there with under ****** miles in July of 2023. The turbo went out in may of 2024 and she was not told about the recall. The car was fixed by a mechanic and in sept. It was messed up again and and brought to Serra and they said it would be free due to recall. When she got there there were two pages of work and the back page wasnt finished. The car would then only go about 30 and stall. She wasnt able to grab the car. Now in April of 2025 it quit and they said the motor blew and said it would be around ******. They said theres nothing they could do for her and she wasnt able left with a ****** thousand line. They told her if she had insurance that they would probably find a low pole to get out of . Welcome to Replacemen

  Business Response

  Date: 06/03/2025

  We can confirm Ms ***** purchased a 2016 Buick Encore ***************** vehicle was outside any warranty coverage and did not purchase an extended warranty. We are not certain what repairs she had done somewhere else. Customer brought vehicle in 04/30/2025 for check engine light flashing, diagnosis found low compression 0 PSI cylinder #4. Engine replacement recommended and customer declined any further repairs. No factory warranty coverage for this required repair (this is not a turbo failure) Per customer she doesn't have an extended warranty. As we cannot confirm what may have been done by another repair facility, we have no maintenance records.

  Thank you,

  ****** Croom 

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

   

• Initial Complaint

  Date:12/13/2024

  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 a 2015 Nissan Rogue in November 2024. On the drive home from the dealership, I experienced a number of unsafe issues with the car (surging, stopping in intersections, and lack of acceleration). The vehicle had a failing transmission that the dealership was unwilling to help rectify. Their only offer was to allow me partial trade in value on a vehicle (of which, they had nothing comparable)

  Business Response

  Date: 12/14/2024

  We have talked with Mr. ********* on this matter and offered a "full" money back trade option. Which he has declined. At the time of purchase, we encouraged him to have this vehicle inspected as this was a Wholesale to the public Unit. Sold AS IS and the buyer signs off multiple times stating they understand this is a wholesale unit with Zero warranty and this vehicle has not been checked out and would normally go to auction. These type units are total separate from our Retail Units we sell, and such have a much lower price point which is why we go out of our way to make 100% sure the Buyer understands what they are purchasing.  Mr. ********* signed all the documents on this policy.

  Most Dealerships would not offer anything on this type of deal. We pride ourselves that we go above and beyond. 

  We previously offered a full Trade in amount of $6052.50 plus tax $7365.00 and that offer was declined

   

  I can provide proof of paperwork if needed.

   

   

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22684718
  
  I am rejecting this response because:

  I acknowledge the response from the business, but dispute 2 items:

  1. I was offered a potential trade of of near the original value. 

  2. Even so, the dealer does not have any comparable vehicles available for trade. 

  I am only seeking a refund of the $850 dealer fee to offset the repair costs of a dangerously unsafe vehicle. 

  
  Sincerely,
  
  Will *********

  Business Response

  Date: 12/16/2024

  see Attached

  Business Response

  Date: 12/16/2024

  Paperwork has been submitted for Review 

  Business Response

  Date: 12/16/2024

  We submitted all Paperwork showing we are in the Right and most Companies would stop at that. We have tried multiple times to trade even all money including taxes to show we care, legally we have all documents to support Serra Jackson. I feel there will be No Resolution to this Deal. Mr. ********* has also been on every Review Site in the Auto Industry and made incorrect claims on the Dealership. We take these very seriously. 

• Initial Complaint

  Date:07/20/2024

  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.

  April 11, 2024 Filled out credit application and was told they only ran credit once. Found out they ran my credit 32 times. My credit score was about 650 and it dropped down to 579. I called credit bureau and said the dealership has to dispute the charges. Called the dealership on 7/19/24 asked to speak with manager, was talking to the manager when he said he was going to look and call me back. I never received a call back.

  Business Response

  Date: 07/20/2024

  We strive to help every customer obtain the best financing available for their personal situation. We were first told to try to obtain an approval with ***** only, after submission we then were told to try with a cosigner "******". Unfortunately, we were unable to obtain the correct finance option to suit the customer's needs. All of the submission was done by the customer's request.

  Unfortunately, no one wins in these situations, we don't sell a vehicle and the customer doesn't get to experience a newer car. 

   

  Serra Jackson

   

• Initial Complaint

  Date:07/04/2024

  Type:Sales and Advertising 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 had a battery replaced in my car last year, and I had to recently get it replaced. I had called and asked to get my money back and was put on hold for so long, I hung up. My father attempted to call three times and the same was done to him. I feel they are trying to avoid me because they know I am owed a refund for the battery they put in my car. It was a faulty battery, if it was replaced at all, and I dont test them to put in another one. I am afraid theyll give me another bad battery

  Business Response

  Date: 07/08/2024

  Hello,                                                                                                                                                                                                                                       

  11/06/23 ************************* was advised she needed a battery replacement and power supply module. At that time, she authorized battery replacement but declined the power module replacement. The ** Delco battery warranty covers replacement of the battery by any ** ************* center or GM service center, not requiring return to selling dealer for a refund from selling dealer as ************************* was requesting. But certainly, the selling dealer can and is glad to assist with warranty replacement. Battery does require testing to confirm a defect with battery. This service was performed by Serra Chevrolet Jackson, TN 07/06/24. The battery tested good and ************************* was advised and provided a copy of the test slip showing results. Upon further questioning customer advised the car was experiencing intermittent electrical concern she assumed was the battery. Customer also confirmed battery had never failed to start vehicle or required boosting off. Customer was advised and provided warranty documentation confirming the battery warranty for an ** Delco battery is for replacement of a defective battery and can be facilitated by selling dealer or any GM dealer or ** ************* center.

• Initial Complaint

  Date:08/27/2023

  Type:Service or Repair 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.

  We bought a 2020 Chevrolet Blazer from Serra Chevrolet of Jackson, ** in January. We were informed the car had no issue upon purchase. The car only had ****** miles on it, by the ****** mile **** we scheduled a service to get the oil change. This is where we found the FIRST problem. As the service was being done the store we had the car serviced at called us to ask us if we knew the ENGINE was leaking oil from all sides. Of course we did not know, so the same day I called Serra and told them the issue and asked if they could fix it. So I scheduled a service there as well, they told us our expected wait time would be 3-5 days until wed expect to receive the car back. A month goes by and we finally receive the vehicle back after zero feedback from them. Any time we would call to follow up, they could not give us a clear reason of why the car was taking so long or how much longer it would take, and also were extremely rude. The SECOND problem not even 3 weeks later, there was an issue with a sensor on the engine and tried to blame us for filling the car up too much. They then had the car for another 2 weeks after being told 2 days AGAIN. The THIRD issue once again a few weeks later, the cars transmission completely went out as we were driving. We called Serra to have them fix it again and to this day we have yet to get any feed back or follow up from them and we are still without a car. They refuse to give us a rental as well. Todays date, Aug. 27th 2023.

  Business Response

  Date: 08/28/2023

  We are sorry for any problems with the vehicle and/or any inconvenience.in regards to repairs. 1st repair was for an oil leak which had appointment for 04/12/23 customer dropped vehicle that morning. Technician had diagnosis completed early afternoon and special ordered required parts midafternoon of 04/12/23 with a few of the parts on national backorder. Final special-order parts arrived afternoon of 05/01/23, technician able to pull parts and start on repairs 05/02/23 completing late afternoon of 05/03/23. QC completed AM of 05.04.23 and customer notified, and customer picked up vehicle 05/05/23. 2nd repair 20 day and ***** miles later on afternoon of 05/24/23 for a check engine light on, found emission system purge pump had fuel contamination (a possible cause could be overfilling fuel after pump cuts off). Diagnosis completed 05.25.23 and required service contract authorization and special-order parts. Customer drove vehicle until parts arrived.  With repairs completed 05/30/23 and customer notified. 3rd and current concern 07/17/23 ***** miles later the transmission had an internal failure which required transaxle assembly replacement diagnosis complete and special-order part 07/27/23. Customer was scheduled a reservation at Enterprise rental car. Customer stated Enterprise did not have any rentals, but the reservation and authorization is still pending. Special order part arrived 08/24/23 and removal of Transaxle assembly started 08/24/23 with expected completion of 08/29/23. We apologize for any inconvenience and will continue work towards expected completion of 08/29/23.

  Thanks and feel free to contact me with questions or if i can help with any other questions or concerns,

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

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

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

  Customer Answer

  Date: 08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************

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

  Jackson, ** 38301