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Expect more to go wrong
When my vehicle goes in for service, they call with more things wrong with it. Also they are unable to pull up services under warranty.
Beth, thank you for sharing this review regarding your experience with us. I’d like to discuss this with you further if you could please contact me at your earliest convenience. Sincerely, Randy Jackson, General Manager, (586) 281-2800
2023 Buick Enclave
Effortless and Professional. The Salesman took care of all of our questions and concerns via online, phone and in person.
Thomas, we appreciate you for letting others know about your experience! If you ever need anything in the future, please don't hesitate to let us know. Take care! Sincerely, Randy Jackson, General Manager, (586) 281-2800
oil change and tire rotation
They were very professional and completed my service very quickly.
Thank you for this amazing review! We really appreciate your business. Sincerely, Randy Jackson, General Manager, (586) 281-2800
Was told by device manager I?d have an answer on a reoccurring issue vehicle laid up 2 weeks and nothing resolved
Randy, we strive to provide our guests with excellent customer service and it seems you did not experience that standard of service during your visit. I would appreciate the chance to speak with you directly in order to address your concerns and move our dealership in a more positive direction. Please contact me directly with the information provided below. Sincerely, Randy Jackson, General Manager, (586) 281-2800
BUYER'S REMORSE, BAD DEAL, UNPROFESSIONAL FOLLOWUP
I bought over a dozen new cars in my life & I have never had an experience so bad. Stay away from this dealership. I had the worst experience ever! Gave feedback when asked by salesperson, didn't like it. Then he apologized for the way I FELT (not sincere). Could he do anything? And explained customer satisfaction was really important to him. I asked for specific info about my trade-in – promised twice, never received it. Didn’t see my review among others on website under his name. Guess only positive reviews posted. Bought new 2022 Cadillac CT4-V, door started creaking at 360 miles. After a month of continual dissatisfaction, followed up w/ the Gen Mgr & wrote a 4-1/2 page letter describing entire experience. I expected admission of guilt on their part for totally messing up a first-time Cadillac's buying experience. Highlights: Serra Cadillac visit Oct 2021. Attractive space; several employees not truly service-oriented in professional quality, lack product knowledge. Had painful/remorseful experience. I was having a bad day & simply handed myself over to be taken advantage of since I trust salespeople & car dealerships too easily. Contacted [N] made visit to Serra on 10/6/21. Objective: find peppy performance sedan not too bad on fuel efficiency. Trade-in exquisite 2018 Buick Regal GS in bright red w/ approximately 36,000 miles on it (W04GS6SS6J1125519). Oct 2021 Serra offered $27,000 (KBB valued @ $3,500 higher). Placed order for 2022 CT4-V, priced about $3,500 higher. Used internet build for a 2021 cuz 2022 model yr not available. Nav. Stdrd – more options not wanted. No Heated Strg Whl (microchip shortage). Ordered vehicle due late January, 2022. Arrived 2/7 or 2/8. Looked at car for 1st time w/intent to buy on Friday, Feb. 11. Felt obligated to buy, ordered. Examined car, snowy and rainy; disappointed w/ Cadillac’s quality & design: less headroom, leg room, cargo space & smaller than Regal; not impressed. Nothing explained during sale; just handed a piece of paper. No direct conversation about offer for my Buick. Offered $25K, a $2K difference than 5 months & 900 miles ago. Gave poor explanation about auctions. KBB listed as $3,500+ for trade-in expectation. My Buick had new wiper blades, only needed an oil change & a tire rotation, washed about every week. Slsprsn told me nothing about the CT4-V – premium fuel required! Tire pressures low – N & Srvce Prsn didn’t know, assumed 30-something like SUVs – don’t even know the product. MSRP on CT4-V was $57,750; put down $28K in cash, financed $9,053, used the $1,000 offer & GM Discount – still spent $57,258 out the door – bad & too much. [N] & I spoke via text after he saw my review, said I got a good offer. Listed following Monday on website for $31,987. Texted [N] the ad and typed “disappointing.” Told there is a $1,600 GM Pre-owned certification cost, $2,500 – 3,500 in reconditioning costs, avg $800 in add’l reconditioning & $475 for motor trend to get car ready for lot. No way Serra spent that much money to get it ready for the lot – sold to Serra on Friday, on lot Monday afternoon! Requested itemized list of reconditioning costs; promised twice, still do not have. Buick sold in 8 business days. CT4-V @ 360 miles, rr front driver-side fender & bottom frnt corner of the driver door contacting, off to body shop, porters drove; scratches on spoiler, Rt RR Door not flush. Got back Feb. 7. Communication bad at every level. March 15 the Gen Mgr calls me: My letter is only my perspective, disagreed w/numbers & explained they use "Inst Cash Offer" option on KBB & not "Expected Trade-in Value." 7,000 mark up? Told Reconditioning costs. When asked specifics, couldn’t tell me anything. Said replaced tires, drove by the car myself 5 days later – same tires! Doesn’t even know what size tires were w/the paper in front of him. Buick odom 36,816 miles when given, photo for ad 2 days later showed the odometer at 37,200 – no explanation. Never got good answers.
James, thank you for sharing this review regarding your experience with us. I’d like to discuss this with you further if you could please contact me at your earliest convenience. Sincerely, Randy Jackson, General Manager, (586) 281-2800
Can you get off your phone please??
I have been here 3 times in the service department and every time I have had to get someone’s attention. 3 out of 4 attendants were playing on their phone. If you’re going to be on your phone at least be aware of your customers!! Have never felt like my business is valued!
We appreciate you leaving this honest feedback about your experience. We appreciate any and all feedback, as it allows us to continue to grow and improve as a dealership. At your earliest convenience, please feel free to reach out to us so that we can learn more about your visit. We hope to talk with you soon. Sincerely, Randy Jackson, General Manager, (586) 281-2800
Purchasing a Vehicle
The Business Manager At Serra Buick GMC Is Great to Work With He's Honest and Upfront With You. He Cares About Your Happiness Not Just Selling You A Vehicle.
Hi Meka and thanks for the great feedback! We're very happy that our team was there to give you the customer service we know you deserve! Thank you and we look forward to seeing you again! Sincerely, Randy Jackson, General Manager, (586) 281-2800
In for service 4 times since 11/22/2020
Awful. Trouble at 3k miles. Less than 6k miles! This dealership can’t fix the issue. Driven 126 miles since last service date, six days ago. Service department is a joke! Stuck in a 3 year LEMON lease and the service manager is dismissing my issue. Telling me that when a new home has a furnace issue, they fix the furnace as much as needed, instead of giving the buyer a new house. Condescending jerk. Not sure if it’s because I’m a a woman or not! Poor. Worst experience ever! Find a different dealership. BUY A FORD !
Thank you for your feedback. Our customers are our top priority, and it appears that your recent experience with our staff does not reflect that. Please don't hesitate to contact me so that we can discuss this issue in greater depth. We hope to hear from you soon. Sincerely, Randy Jackson, General Manager, (586) 281-2800
Terrible customer service
DONOT EVER GO TO THIS DEALSHIP !! Absoloutely unprofessional and unacceptable behavior ! We had called the dealership an hour prior to our arrival to check out a used Kia Sorento . When we arrived at the dealership after driving 2 hours, to our great surprise the car was nowhere to be found. Tom,our sales person finally located it at the cleaners after a 30 min wait time and, we had to drive 10 mins to go to the different location ( i.e ... the cleaners )and test drive the car( Firstly, as a customer you expect that the car is ready and on location when you are calling beforehand to set up an appointment to checkout the car. Secondly, you DONOT have paying customers drive to the cleaners to checkout a car ... you have the car bought down from the cleaners or you let us know and reschedule the appointment.... that's why we SCHEDULE an appointment !! ... Duh !! It really isn't rocket science ! ) ... we didnot see the other red Kia Sorento since we already have a red car and didn't want another red car, which we very clearly communicated with Tom. Never the less, we spent a few hours at the dealership and finalized the deal on the white Kia Sorento and then drove back home . On reaching home , we get a call from the manager that the white Kia Sorento, that we spent half the day checking out was actually sold yesterday ! He told us that this happens and our sales person has been working really hard for us ( when we asked not to work with him anymore) !! ..... Seriously?? Are you kidding me ? That's like the FIRST thing to check .... if the car is sold or not !! ( And what he means by " it happens" is .... I am guessing...we are not the first people coming to this place to have such a thing happen to them !). And now they are working on getting ready the red Kia sorento for us to check out when we explicitly told them that we DIDNOT want a red car in the first place!! When I did say that I didn't wish to see this car,he also argued with us on how the car is a " sangria " and not really "a red " .... 🙄..... really ?? He also said that the most he can do for us is to let us know if the deal falls through. Unbelievable !! Just unbelievable ! We will not be coming back for sure and are writing this review so that all future customers are forewarned and do not waste their time with this place .Go there at your own risk ! Serra Kia dealership in Washinton MI .... a hundred times thumbs down for this terrible customer experience !!
We acknowledge your review and are currently looking into the events you've detailed.
Great customer service! Quick and easy process
Dave made us feel very comfortable with financing our first car. I was a little scared doing it at first, but he made nice and easy! I definitely recommend coming to this dealership!
Thank you for your great review, Scott! We're glad to have Dave on our team and that we could provide you with a positive experience. If you ever need anything in the future, please don't hesitate to let us know. Take care, Randy Jackson, General Manager, (586) 281-2800