Serra Chevrolet of Jackson, Inc.

Complaint----- Forwarded Message -----From: "Jake D" To: [email protected]: Friday, October 10, 2014 5:10:29 PMSubject: This is in regards to Serra of jackson ([redacted] dealer) My name is[redacted] .I traded my 08[redacted] 3500hd truck( no problems And is a 20k$ truck ) for a 2011[redacted] 3500hd and still handed them 25k on top of trade in . I've had the truck for three days and quit on me putting me on the side of the road and having to pay 300$ for a tow home . The trucks not even registered to me yet and they claim they can't do anything for me and I have to have this truck in less then a week to haul my camper to nc for a job! Sad! Sent from my[redacted]Business Response Contact Name and Title: [redacted] DUNN, GENERAL MANAGEContact Phone: 731-660-8880Contact Email: [email protected]. DIXON'S COMPLIANT HAS NO MERIT, HE PURCHASED HIS VEHICLE "AS IS" HE NOT ONLY SIGNE THE FEDRAL TRADE COMMMISION BUYERS GUIDE STATING THE VEHICLE WAS AS IS,HE ALO SIGNED 3 ADDITIONAL FORMS REQUIRED BY SERRA OF JACKSON. MR DIXON CALLED HIS SALESPERSON STATING THAT HE HAD A PROBLEM HE WAS TOLD IT WAS AN AS IS VEHICLE BUT HE WOULD GET WITH THE MANAGER AND SEE IF ANYTHING COULD BE DONE.BEFORE THE MANAGER COULD BE TALKED TO A WOMAN IDENTIFYING HERSELF AS MR. DIXON'S MOTHER CALLED ME, CURSING STATING WE WERE SORRY THAT SHE KNEW I WAS AN UNEDUCATED M FING SOB THIS IS BEFORE I COULD EVEN FIND OUT WHAT SHE WAS TALKING ABOUT. MY RESPONSE WAS I HUNG UP ON THE PERSON, SHE IMMEDIATELY CALLED BACK IN THE SAME MODE I HUNG UP AGAIN. FINALLY I GOT THE INFORMATION FROM THE LADY. I TOLD AT NO COST WE WOULD COME PICK UP THE VEHICLE BRING IT TO SERRA AND DIAGNOSE THE PROBLEM. THIS WAS DONE AFTER BEING CALLED ALL TYPES OF NAMES PUTTING UP WITH HER PROFANITY AND JUST ALMOST INSANITY. I ASSUMED THE PROBLEM WAS IN THE PROCESS OF BEING HANDLED.THE LADY THEN CALLED MY OWNER, HE KINDLY EXPLAINED TO HER THAT IT WAS AN AS IS VEHICLE HOWEVER EACH CASE IS DIFFERENT HE WOULD LOK INTO THE SITUATION. SHE THEN OUT OF THE BLUE ASK HIM HOW LONG HE HAD BEEN IN OUR COUNTRY? HE SAID SINCE 1972, HER RESPONSE WAS I KNEW I WAS DEALING WITH A FOREIGNER YOU ARE JUST LIKE EVER OTHER FOREIGNER COME TO AMERICA TO STEAL ALL OUR MONEY OF THIS ALL CAME WITH A GREAT DEAL OF PROFANITY AS WELL.AT THAT POINT WE STOPPED THE WRECKER FROM PICKING UP THE VEHICLE. THE VEHICLE WAS SOLD AS IS AND IT WAS DISCLOSED MULTIPLE TIMES DURING THE SALES PROCESS. THE VEHICLE IS ASIS.IF THE LADY WOULD CAll MY OWNER AND CONSIDER APOLIGIZING HE MAY RECONSIDER HELPING THEM WITH THE REPAIR NOT OUT OF OBLIGATION BUT OUT OF COURTESY.SERRA OF JACKSON HAS A STELLAR REPUTATION IN THE COMMUNITY FOR SALES AND SERVICE. THIS REPUTATION WAS EARNED THROUGH CUSTOMER CARE, WE ARE PROUD OF THAT REPUTATION.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First off I[redacted] tried getting hold of managers / owners and not one could give me and answer nor call me back . So finally my mother[redacted] called and was very upset. I mean who wouldn't be I traded a truck in good running condition that there about to sell for 30k cash and paid 30k cash for the new one and it breaks down . I've contacted the main[redacted] dealers and said they will be sending a rep because no customers of there's should be treated in this matter . It's sad they said . Even with signing papers at least have a gentle mans agreement or have a lumenlaw on it . Serra of jackson also said they will not tow it and will more then likely charge me for the diagnostic. I'm a 25 year old male that supports my self has my own house a girl friend with student loans and travels state to state working on liquid natural gas pipelines with that being said I need a truck that size to pull my 42 ft fifth wheel camper . I have a job in three days and can't even get there because my trucks in the shop and the money I do have has to pay for it to get out and I'm some how going to borrow money from the bank just for fuel and to pay my lot rent when I get there . You guys are ruining a 25 year olds life right now and I'll spend every dime I have just to get some what of a check out of y'all and an apology . Final Business Response we have done all that we can we will not get insulted or defamed to attack good name or reputation we have contacted our attorney at this time as you can see the mother is still threatening. we are the ones that deserve an apology when you tell the general manager you are going to drive the truck up his ________ and call the owner a foreigner __________ I am not...is no way get some help. I believe we are done with this case please do not contact us anymore thank you.

Complaint2008 quest was 7411.00 I traded 2500.00 that leaves 4911.00 now say my bill is 12995.00 how can that be. I believe he is 1000.00 off and will not listnov 10,2014 I traded an uplander for a 2008 [redacted] quest that was 7411.00[redacted] talkington was the salesman. he was ok.I was allowed 2500.00 finance man was a little sneaky. no where on my paper does it say 7411.00 minus 2500.00. it says 8998.00 plus opt ins 898.00 if you subtract the tax it comes out 8411.00 ,1000.00 more that it sold for.[redacted] knows this.finance man said if I paid it off today it would be 7882.00 where did that come from,if after trade it was 4911.00Desired Settlementi want the $1000.00 refinanced and new tires as these are bald. I have custody of grandkids and need a van one was molested and one has heart problem I get no child supprt. and to cgarge 12995.00 for a balance og 4911.00 is absurd. if I had my wits about me that day I would have tried to lower the price but I was worried about the kids and this took 5 hours to do./Business Response AFTER REVIEWING THE TOTAL DEAL THE WORKKSHEET DID NOT MATCH THE FINAL PAPERWORK. DURING THIS REVIEW WE FOUND THERE WAS NO INTENT BY THE SALESPERSON OR THE FINANCE MANAGER TO MISLEAD OR DEFRAUD MS [redacted], IT WAS SIMPLY A TYPO ERROR.MS [redacted] FAILED TO READ OR BRING THIS TO THE ATTENTION OF THE FINANCE PERSON DURING THE SIGNING PROCESS. SHE READ AND SIGNED ALL THE PAPERWORK WITHOUT QUESTION.WE HAVE FOUND WE ARE IN ERROR AND WILL HAPPILY REFUND MS [redacted] THE $ 1000.00WE ARE VERY SORRY THIS HAPPENED. ALL PARTIES INVOLED HAVE BEEN COUNSELED TO ENSURE ALL PAPERWORK MATCHES.AGAIN, WE ARE VERY SORRY THIS HAPPEN AND WE WILL DO EVERYTHING IN OUR POWER TO ENSURE THIS DOESN'T HAPPEN IN THE FUTURE.A REFUND WILL BE CUT TO MS [redacted] TODAY.WE HAPPILY REFUND THE $ 1000.00, HOWEVER BOTH PARTIES ARE AT FAULT MS [redacted] HAS THE RESPONSIBILITY TO READ WHAT SHE SIGNS. THAT IS ALL WE ARE WILLING TO DO.

I bought a [redacted] LT from them about a month.The heater was not working in the[redacted]nd I knew that when I bought the car. So I took it to the dealership to be fix. They called me a day or two later and told me there was more stuff wrong with the car(3800.00)worth. So I had them fix everything that was wrong. So when they were done I went and pick up the car, it lasted two days then the t/c light and engine light came on. They called me two days later and said the motor lock up on the car that was other 4300.00 dollars to have a new motor. I don't have and they gave me another car to replace what I spent for the[redacted] but not for the repairs. They said there was nothing they could do about the money I spent on the[redacted] that I don't have now. I would love to have all my money back or a least part of it on what I spent getting it fix, and don't have it now to drive anymore. That would be the least that they could do for me.Desired SettlementI would love for them to refund all the money back on repairs or a least half since I do not have the car anymore to drive. I lost 3898.00 dollars that I could not afford to lose like that with nothing to show for the cost of repairs. Thank you!Business Response MS [redacted], PURCHASED AN AS IS VHEICLE FROM SERRA OF JACKSON. SHE SIGNED 4 DOCUMENTS STATING IT WAS AS IS AND TELLING HER WE RECCOMEND IT BE TAKEN TO A MECHANIC AND CHECKED BEFORE PURCHASE. SHE WAS TOLD ALL THAT HAD BEEN DONE TO THE VEHICLE WAS THAT THE BRAKES AND LIGHTS HAD BEEN CHECKED.AFTER SHE PURCHASED THE VEHICLE WHAT EVER WORK SHE HAD DONE WAS AT HER EXPENSE, THE FORMS SHE SIGNED ALSO STATED "AFTER PURCHASE ALL REPAIRS WERE AT EXPENSE" WHAT MS [redacted] DOES NOT STATE IS THAT SERRA OF JACKSON TRADED HER OUT OF THE VEHICLE SHE BLEW THE MOTOR UP IN AND GAVE HER WHAT YOU PAID FOR THE VEHICLE AS TRADE VALUE EVEN THOUGH SHE DROVE THE VEHICLE WITH IT HOT UNTLI IT REACHED A TEMPERATURE THAT SIEZED THE ENGINE.MS [redacted] PURCHASED AN AS IS VEHICLE SIGNED 4 DOCUMENTS STATING THIS AND WE STILL GAVE HER MONEY BACK ON THE PURCHASE OF A DIFFERENT VEHICLE.EVEN THOUGH SHE BLEW THE ENGINE IN THE VEHICLE SHE TRADED.SERRA OF JACKSON HAS MET AND GONE BEYOND IT'S RESPONSIBILITY. WE ARE NOT GOING TO GIVE MS [redacted] ANY MONEY.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They are not telling the truth about the motor, yes I brought the car as is. My mother and I were never told to have a mechanic look at it before we brought the car. We had a salesman that rode with us when we text drove the car. I did not blow up the motor on the car. The engine lock up on me, than the t/c light and engine light came on, then it would not start up after that. I have attach a copy of the bill to this complaint, showing the work I had done on this vehicle. If you look at the third page of the bill, I had everything replace that had to with the the over heating problem. Also they did give me a another vehicle but what they didn't say was that I had to put another $500.00 to go with it to purchase the other vehicle I got from them. I don't like being called a lair,I am a widow and a woman, they knew that and I feel like they are taking advantage of me because of it. I have also included my bank statement to show on the 16 of Dec., I paid the $500.00 to them for the other car. Thank you!Final Business Response MS [redacted] PURCHASED AN AS IS VEHICLE, BY CHOICESHE SIGNED NUMEROUS DOCUMENTS STATING IT WAS AS IS AND WE OUT OF KINDNESS TRADED HER OUT OF THE VEHICLE GIVING HER WHAT SHE PAID FOR THE FIRST VEHICLE TOWARD THE VEHICLE SHE TRADED FOR.SERRA IS NOT GOING TO REFUND ANY MONEY.WE ARE FINISHED WITH THIS PROCESS AND WILL NOT RESPOND TO THIS CUSTOMER AGAIN.

Forwarded message From: [redacted] Date: Wed, Sep 16, 2015 at 7:32 AMSubject: bad work on my carTo: "[redacted]@Revdex.commidsouth.org" To whom it may concern,I took my car to the Serra dealer service to be checked out. On Monday at 7:30 am. They said they would test it and tell my what was wrong with it ,for the test it was 109. 00. Had problems with the car quiting when driving, like someone had turned off the key, but they didn't do it. And it not starting when ever it got to hot outside it would start at all. Ok they had checked it out all day and say the E C M wasn't working right , so I said to put a new one in. they did and checked some more and found the fuel pump needed a new one so I said ok, put it on, they then said they don't have it and it was too late to get it so take the car home and come back in the morning with it and then they would put it on then. I took the car and drove on my way home, got to south side of Jackson and it quite running, so called them and they called a tow truck, so they towed it back to their shop and took us home, said they would put on the fuel pump and drive it out to our home. Well didn't hear anything about noon, so I called them , they said they were working on it and would call me. Got to almost closing time ,so I called them back. They said just about ready to bring it out to you, said they didn't find anything else wrong. Well then I waited and about two and half hour they were here at my house, but the drive only takes 30 minutes. Well I asked him again if anything thing else showed up and he said now, all fixed and left. So then I pulled in into my garage that wasn't very far away. And noticed it needed gas, very low. I have 8 gallons when I got stalded on the way home. Next day I got in to go somewhere and drove about two miles to the closest place to get gas from my house, to get gas. I pulled up to the pumps and they pump the gas for you there, and the lady started it and then when inside for my change. Then a man pulled up behind me and got out came over to my car stopped the gas from pumping in , then I got out to see way he did that, and stepped in to gas running all over the ground under my car and all around it. He said I got some kind of big leak up by the neck side of the tank. So they then pushed me and the car out into the next place out of the way and cleaned up the gas that was all over the place. I then looked under the car and seen that the lines for the gas was not hooked up to the tank, that was why it poured all over the place when I stopped to get gas. I then called my dad to call Serra and get some help, they hung up on my dad several times and would not even talk to him. So he called me and I then called Serra and told them what happened and then they said they would send a tow truck out to get the car. I waited and waited for the truck. Well I then called Serra back talked to Tim R[redacted] and I was mad, really mad my car and I paid 852.71 and got this kind of crappy work plus ,the man from there drove it to my house like this the night before. I told Tim, that this was not right at all and they they needed to fix it right. And he said , evendentlly they( their GM certified mechanic) didn't hook it back like it should be. And that they would fix it the right way and Tim said he would check it out himself. My dad talked to someone one there after trying many times , and ask for a car to use and they told him there wasn't any to use. My dad called me, told me what they did , so I called them and told them is there any way they had car I could use because I had things to do that day, they Tim, said he would call me back and see what he could do. They guy in the service department , that drove my car out to my house about 40 mile one way, called me and said there will be a car waiting for me there. Well they finally came to tow it back, I talked to the tow truck driver while he was hooking up my car.The tow guy and he said that the gas lines weren't even connected at all. As I said Serra didn't even say sorry to me or my dad for what they did to my car. Also they guy who drove my car out to my house told his boss that he put 10.00 gas it my car before driving it out to my house. When I heard that from Tim R[redacted] when I talked to him on the phone. I told him there was no way that guy, Caleb C[redacted] ,did that. Because it only had 2 gallons when I pulled it into my garage and I was putting gas in the car and it poured all over ,so how could Caleb do that before driving it to my house, that was impossible. I'm very disappointed in the work I paid for and how they then spoke to my father and I. I payed for work and ended up with more problems then I started with. Now I have to put out more money to fix it again, at another place. I will not take my car ever back to Serra ever again.I now have other problems with my car, paid all that money and got nothing for it, but more problems. I smell gas from my car and hear something humming back by the gas tank. I still have the problem, with it dying and not starting. This was a so called certified mechanic at a regular dealership,not some shade tree in some dumpy shack in the woods.I venture to say,this must have happened there before.I will NEVER trust my car to the so called G M certified place.I think they should refund my money for the louzy workmanship they did. The place I was buying gas at has it on video tape how the gas ran all over the place,people in the store were panicking. The owner had to shut down the pumps and he had to have loss some business. One spark could have started the store and me and everyone else could have been all burned up from this garbage work. I also had to put gas in the car they gave me to use when they didn't do the work right. At first they didn't have an cars , then when they knew I was mad they had one. They didn't even say sorry for what they did wrong. I think they should do something about this and I will never ever take my car there again. [redacted]Business Response Contact Name and Title: Wilson C[redacted]Contact Phone: XXX-XXXX-XXXXContact Email: [redacted]@serrajackson.comMs [redacted] brought her 1992 Cadillac Deville VIN [redacted]NXXXXXXX w/212,761 miles on August 31,2015 for repairs and was given estimate of specific repairs and was also aware some of the parts had to be special order due to age of vehicle. Special order parts require they be pre-paid and customer was informed of this. customer chose to pre pay but wanted to leave in vehicle and return. vehicle then stalled and Serra towed vehicle back at our expense and gave customer ride home. Parts arrived vehicle repaired and arrangements made to return vehicle to customer. Customer called and reported fuel leaking when attempting to fill up vehicle and Serra had vehicle towed in and provided Ms [redacted] with courtesy vehicle both at no charge to her. upon inspection it was found that tech had not properly secured fuel filler neck clamp so this was repaired and corrected and of course we are sorry this happended and apologize to Ms [redacted] for any inconvienence. but we did arrange for vehicle to be towed as soon as she notified us and did make arrangements for courtesy vehicle while condition corrected. we are not aware of any existing concerns with the repairs we performed, but the parts we replaced carry a 12 month warranty on both the part and the labor. repairs of other concerns with her vehicle would not be covered. while we apologize for the inconvienence we have corrected the condition including the repair, tow and courtesy vehicle at no charge to Ms [redacted]. we have reviewed and will not be refunding her money as we did provide authorized service and parts and then have stood behind the warranty on both parts and workmanship.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all, all parts were after market parts from an auto parts store,not their parts. They did not apologize to me at all. Not one I'm sorry. Who to say that there might be more wrong to my car, because they drove it to my house , with the connection off. I may have more problems because of their crappy work. I paid for the work to get done right ,not like I got. They did do anything until I got mad on the phone. Then he said he would send a tow truck to get the car and to take me home, and see what is wrong with it. I told them what was wrong with it, there man did not connect the gas lines up after he dropped the tank to replace the fuel pump. He said evidently the guy didn't hook the lines up and he would check my car over and see it was done right, but I should have been done right the first time. The guy told my father that there was no cars to give me because all were already spoken for. and that is why he told the tow truck guy to take me home. I them called back and to him that I need a car while they were to be fixing my car the right way the third time. Be cause of them I couldn't use my car and they should have fixed it right the first time. And I had things I had to take care of and needed a car, then the guy said we will have a car waiting for you when you get here. He (c[redacted]) told called my father and told him, that I called him a lair for not putting gas in the car the night before when he brought it to my home. I told C[redacted], that there is no way he could have put gas in my car and drive it to my home about 40 miles away from them. And not see the gas poring out all over the ground, and tell that something was wrong and needed to be checked out. You can contact the gas station and ask them if you don't believe me that the gas pored out all over at their place, the very next morning, because I had to stop to get gas in the car that had gas in it, so C[redacted] said, but it didn't have any. The gas station also has it on video when it happened. How can I have 12 months warranty on parts and labor for parts that was as C[redacted], said, after market parts, they go to a parts place and get them ,because they don't have those parts at their parts place, right in the building? They never told me I had to paid all of it before the work was done. That said they put the computer part in and the other parts would be in the next day from , a parts place near by. And I asked them if it was ok and any problem to drive my car home and come back the next day to get the rest of part put in, C[redacted] said No problem, and I made an appointment for 7:30 the next day. Then hours later we started home and the car never made it here, it stalled and I called them and they said they would tow it back and would get us home,because we didn't have anyone to call to get us home. I paid for gas in the retail car, yes just 6.00 dollars ,but I also lost 10.00 when I was trying to get gas put in the next morning when If it wasn't for the man seeing it pouring out all over,and stopping it would have been much more, for nothing. That is money I never got back from anyone and I NEVER got one I'm sorry this happened. I think they should get some back because if not for their crappy work and neglect on there mans part, It would have never happened. C[redacted] told me to return the car with the same amount of gas it had in it, and they got more that they had in it. And I got nothing not even I'm sorry. I don't like this work from a place like this, a dealer place, should know better then do this kind of work. I I will tell everyone I know about it and not to take their cars to them ,so they didn't get work like I got done to me and my old car. C[redacted] said after market part only get 6 months warranty. This is all a cover up because I'm the little person and they are the big dealer and can get away with it. What would have happened if, me and all the other people at the gas station would had got hurt and or died because of this so called work they did. Would they then just say oops? I guess no one cares about the little person, people with money get away with anything.Final Business Response again we apologize for any problems or inconvienence. while we understand the frustrationwe did arrange to have vehicle towed and provided customer with a courtesy vehicle while her vehicle was repaired. the concern was corrected and repairs do still have a warranty as previously documented. as vehicle is 23 years old and has 212,000 miles we would be unable to discuss what else may be wrong with or go wrong with vehicle in future. since there is no new information or concern we are going to consider this case to a resolution even if it is not the resolution customer seeks. thank you and again we apologize for any dissatisfaction and/or inconvienence.

Left Car Unable to drivei had my 2006[redacted] towed to[redacted] in jackson tn [redacted] handled everything we recieved a rental car until it was fixed when it was fixed we picked it up got it home and the steering wheel was stuck we called[redacted] he said you pay to have it towed to us we will check to see if its our fault called[redacted] for teh next few days never getting a return phone call till 3 days later I t old him the steering wh eel was stuck and wires were hanging out and lights that have never been he said we can tell by our computers what lights were on on are on he ask how many miles it had on it I told him he said he would call me right back he thought he could just not call me back Desired Settlementfix the car your not supposed to leave peoples car not working left apart and in this shape I want it fixed it is in worse shape now than it was Business Response Contact Name and Title:[redacted]Contact Phone: [redacted] x2031Contact Email: [redacted]@serrajackson.comhello I am[redacted] service director for serra chev jackson, tn. I am sorry mr[redacted] is having problems with his[redacted]. I have confirmed we did perform the ignition switch recall on his vehicle and per his comments the vehicle was towed in. the recall performed on his vehicle should not result in wiring being removed or contacted under dash to be left hanging down, and it should not cause any steering concerns or warning lights to come on dash. as stated in his comments it did not exhibit these concerns when he picked vehicle up after recall service. but as has already been offered and explained to mr[redacted] we will be glad to inspect his vehicle for the above mentioned concerns. of course anything that is caused by a[redacted] part installed with recall is covered under the[redacted] part warranty and if anything is a result of our installtion of ignition switch and/or cylinder we will glady correct at no expense to mr[redacted]. but if concerns are not related to this recall service directly then he would be responsible for any towing or repair charges if he wanted us to repair it. we would not charge him to inspect vehicle of course to address his concerns. so if mr[redacted] would like to contact me (again my name is[redacted] and my number is [redacted] ext 2031) I would be glad to assist with checking vehicle for related concerns. please advise if I can answer any other questions or offer any additional assistance.thank you,[redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Wires were hanging out beneath steering wheel I did try letting them know as soon as I noticed two dash lights are on I should not have to pay for towing and my attorny said not to agree to pay anything the car was not like that when we brought it in and they should fix itFinal Business Response if cust would like to contact me at [redacted] x2031 I have a case number with[redacted] that will arrange to have vehicle towed at no charge to customer to dealership for inspection. again as has been previousely stated any concerns related to the recall parts replacement will be addressed and corrected under[redacted] parts warranty. customer will be made aware of any stated concerns unrelated to recall.Thank You[redacted]