ComplaintsforSerra Nissan Volkswagen

• Initial Complaint

  09/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  09/01/2023 I was looking for a car I knew the Sales person who worked there she told me my credit wasn't good enough to get a car but she wanted to help so she told me she had a friend that would cosigner with me to get a car she told me to come in and pick out a car I did that I paid my down payment and did the paperwork and left the lot the sale person ask me to pick up her friend to bring him to the lot to sign his paperwork and I did as she told me I brought him to the lot to sign his paperwork and we left the lot a few days later serra Nissan manger was at my house to pick the car up I asked him why he said he couldn't talk to me about he just needed the vehicle back I proceeded to ask him why is this happened he said he couldn't talk to me about it and I was on the loan also so why he couldn't tell me what was going on I gave him the keys and got my belongings out he said I would get it back they needed to put a part on the vehicle he told a lie days went by I call and called nor the sale person or the manager could tell me what was going on then the sale person told me once he got a Dodge Challenger back he would give my money back because that had nothing to do with me well he got it back then he tell me the cosigner was a fraud i had no knowledge of it was his sale person who offer to help me get the vehicle i knew nothing about now they want give my money back as they said I don't have money to give away I save 3 months for a down payment i lost a total of **** with insurance and tag there should be something did about this car lot

  

  Business response

  01/03/2024

  ************* paid a $1200 down payment which was refunded to her on 10/19/23. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My experience with this company started off great and turned into a nightmare. I purchased a 2021 Bronco back at the end of July. I was approved through my bank through Navy Federal for the auto loan. I drove all the way from *******, ** to this location with my Jeep trade in. I thought I was working with a reputable company. I was advised that my tags fee was included and would be mailed to me. I never received anything and starting 2 weeks after I purchased the car I would call every few days. I would be told I'd have to leave a message. No one ever called me back. A month after purchasing my car, I was advised by Capitol 1 that my trade-in was never paid off. So, now I am upset, I calling a few times every week starting in September. I was told I'd have to leave a message. One day in October, I had to tell the receptionist, I would not be getting off the phone until I spoke with a Manager. The manager comes to the phone and he is very rude and nonchalant, telling me this is the first time he's heard about this. In my eyes, it does not matter, he should has been apologetic for my experience. Before, I continue with that portion. I received a letter from Navy Federal stating Sierra ********************** has not sent the title and proper information over to them. The manager acts like he does not know what I am talking about. I just so happen to have a rep on the line from Navy Federal and asked them to explain farther. Long story short, this has been a NIGHTMARE. My credit has suffered because of this. I have received a ticket because I do not have tags, My car loan was transferred to a personal loan. I have anxiety really bad because of this. This location barely answers the phone and will not allow you to speak to a manager. The manager doesn't call back. Please help.

  

  Business response

  03/02/2023

  I spoke with the customer ans everything is resolved

   

  Thank you

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Nissan Altima on September 15, 2022, and I take it regularly to be serviced. Since Ive had it, *** had several issues with it. Although it is pre-owned I should NOT have had any issues since it is supposedly CERTIFIED. *** had the prior issues resolved, but I had to be extremely persistent because my concerns always seemed to be dismissed. A few days ago I went to check the fluids in my car, mainly the anti-freeze to prepare for the hard freeze everyone experienced, and noticed that the hood would not stay up. There was no brace or anything to aid in keeping the hood up. A COMPLETE safety hazard! I waited until the weather warmed up a bit and took my car to be serviced on December 27th, 2022. I mentioned the issue with my hood staying up. Again, the tech was dismissive, and said Well we are the only ones that will be under the hood anyway so dont worry about it. Then again I mean you could pay $200 dollars to get it fixed. Ive only had the car for 3 months. I have a warranty and with the car being certified, these arent the type of issues Id expect to have. A certified vehicle is one that has been THOROUGHLY inspected and has had repairs made if any were needed. I have grown tired of presenting an issue only to have it dismissed. Whether I have to go under the hood or not Id like for my car to function properly. Id never opened the hood myself until a few days ago so why should I have to pay for a repair? Its pretty clear that the car wasnt inspected properly, but was presented as certified. I love the car and just want it repaired!

  

  Business response

  03/02/2023

  I have left 3 voicemails for the customer to get in touch with me so we can address the issue and see what we can do to service the vehicle. I have yet to receive a call back. I have even given them my cell phone number as well as the stores. 

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

  General Manager

  Serra Nissan

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my 2015 Volkswagen Jetta into Serra Volkswagen on July 11, 2022 for service. I requested an oil change and diagnosis on a concerning noise. Upon inspection on July 11, the service technician accurately recommended a failed/inoperable part (the *********). He also recommended other items which, in my and other professionals' opinion, were neither failed nor inoperable (clutch pack, flywheel, and rear main seal). I have an extended service contract with ******** ******** ********. The warranty process, in the event of a major failure, requires an inspector to inspect the vehicle onsite and provide their opinion on whose responsibility it is for payment of the damage. Once this inspection is completed, the communications between the service shop and the warranty company shall continue until mutual understanding is accomplished and the shop is able to adequately communicate the warranty's decisions to the customer. This communication after the inspection did not happen. I suspect this is due to the technician's extended recommendations. I requested information on my vehicle for two weeks from July 25-August 4. I was either sent to voicemail, requested to call back "at a better time," or given an empty promise. On August 5, I traveled to Serra to pick up my vehicle to take it to a more competent shop. I requested my car keys and took my Jetta to a different shop. I was charged no bill during this time directly from Serra. No work was performed on my car during its time at Serra. However, during the ~30 days I had my Jetta at Serra, I was forced to rent a vehicle from a 3rd party. This has resulted in nearly $***** in costs which could have been avoided if I had initially taken it to a more competent shop. I am requesting full/partial refund for these losses as I view Serra's lack of communication as directly responsible for the extended downtime I was required to rent a vehicle. Thank you for taking time to read, and I hope a resolution can be found.

  

  Business response

  08/11/2022

  An inspector did come out and look at the vehicle onsite and approved to have the turbo charger to be replaced. The part was ordered and was on back order, which we have no control over. The customer came and picked up the vehicle before the part arrived. The part has now arrived, we do not have the vehicle and can not send the part back for a refund. We do not supply transportation for any customer. 

  Customer response

  08/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was never informed the part was on back order. In fact, I was never given any communication on the status of my vehicle.

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

• Initial Complaint

  03/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/26/2022 Serra VW took a $500 deposit on a 2022 Nissan LEAF SL+ from me unbeknownst to me. Serra VW refused to give me back my deposit on a new LEAF when I told them that I did not want to go forward with the purchase. They sent me the paperwork for the car and I found out that the cost of installing a Level 2 charger at my house was prohibitive. They offered to pay for most of it and then lowered their offer. Then they had the audacity to tell me that they were charging me $799 for preparing the documents and that I OWED them $299! They told me that they put the time into making the deal and I am responsible for paying for their time. I don't want to purchase an automobile from these people given the way they treat their customers. But unfortunately I may just have to. This multi-million dollar dealership has my measly (to them) $500 and won't give it back to me. It looks like I bought myself a LEAF from them. UGH! Caveat beware was never more true when dealing with VW! Like Share

  

  Business response

  04/07/2022

  Business Response /* (1000, 7, 2022/03/29) */ After speaking with the General Manager and Finance Manager, I was notified that they have reimbursed the customer of their deposit. Consumer Response /* (2000, 9, 2022/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive my deposit back. Thank you.

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