My wife and I were looking for a new car. After much research, we decided on the Honda CRV, Touring in the Basque Red. We arrived at Serra, on a Friday around 1PM walked the row of cars out front, then headed inside. We stepped inside the showroom, there were several (5 - 8) Serra employees (had Serra shirts on) standing around and did not acknowledge us (it appeared we were the only customers in the store at that point). We stood there for a couple of minutes and then a young man, Mr. Willie Lewis greeted us. We explained what we were looking for and wanted to test drive one. He went to locate keys. This took almost 20 minutes, then he came back and said they did not have one on the lot, but they could get one. He then made copies of our DLs and insurance, gave us the keys and said to take a similar (different color than we were looking for) CRV for a test drive. He did not accompany us, nor did he go over any of the features/controls prior to us leaving. Upon our return he wanted us to sign papers prior to taking delivery of the vehicle, which they said they could obtain in a "day, or two". When I explained that I would not sign any contracts prior to test driving the actual vehicle I was purchasing, he kept stating that the vehicle was not legally purchased and our ownership, until it was "curbed". This confused us, as far as we know, once you sign a contract the car is your problem -good, or bad. Never-the-less we proceeded to his "office"/desk to talk numbers. Mr. Lewis several times had to get up and go somewhere to get answers to our questions, get numbers, etc. Finally after more than an hour he presented us with an offer that we considered was too high (remember, I did a lot of research about the vehicle and fair trade values). Our trade in was valued several hundred dollars less than KBB, Edmunds and NADA. When I stated I was not comfortable with the numbers, Mr. Lewis immediately left and returned a few minutes later with sales manager Mr. Ivo Saric. This is where the experience went from a 3 star run-of-the-mill car buying experience to a one (negative 3 if it would let me). Mr. Saric's first statement when he walked up was "What's the problem here?" His body language and general attitude were dismissive and indicated he did not want to be bothered with us. I replied that I was not comfortable with the numbers on the deal as presented. Instead of finding out what our concerns were he launched into a lecture about how they had to "pay $300 for getting the vehicle we wanted from another dealer". At this point we had been in the dealership for over 3 hours, with nothing but run-around. It appeared he did not want to do any negotiation and it was a take-it-or-leave-it deal. I asked for my keys back. Mr. Saric stated "They are in the car" and walked away. I then had to search the parking lot for our vehicle. I handed them the keys and pointed to the car when they took it to evaluate it. They made me search the lot for it in return. I finally had to ask Mr. Lewis where it was, it was parked on the other end of the building with the driver's window down and the keys in it.
I cannot state this is the worst dealership in America, I have not been to them all, but this was by far the least professional, least friendly, and least enjoyable experience my wife and I have ever experienced at a dealership (we are in our 60's and have bought many cars).
I DO NOT RECOMMEND THIS DEALERSHIP!
BTW Just down the street is Newbold Toyota, where we had a most wonderful experience purchasing a beautiful RAV4. I guess that is the one thing Serra got right, they steered me to a great dealership with great customer service.