Serramonte Ford

Reviews 3

TO

Tony Ehret

I wrote this letter to their Customer Service Manager two weeks ago. To date we have received no response to our letter. To: Maryanna Dawoud, Customer Service Manager From: Tony Ehret, Facilities Manager, Wu Yee Childrens Services Ms. Dawoud, I am writing in reference to service work performed on our 2015 Ford Transit Connect. Our van suffered a broken front axle, which is such a common occurrence for this vehicle that Ford issued a recall. Unfortunately our van fell outside the recall for this issue, even though hindsight shows it should have been included. We had our van towed in and the repairs were completed. We were called and picked up the van. However, after disassembling and replacing the front axle, the vehicles alignment was then severely out of adjustment and pulled heavily to the right. We brought the van back and the alignment was checked and adjusted, WHICH WE WERE CHARGED FOR. This alignment issue was clearly caused by the disassembly and reassembly of the front end, yet we were charged! There was no alignment issue before the repairs were made, but there certainly was one after the repairs. After paying for an alignment we should not have been charged for, we again picked up the van and it was driven away. However, it STILL PULLED TO THE RIGHT! We were forced to bring it in for the THIRD TIME. This is completely unacceptable. During the vans third visit to your service department, I spoke with Service Manager Henry Bueno on the phone Tuesday morning. Henry told me he would have someone call me within half an hour and let me know what was going on. No one called. I called and left a voicemail for Henry three hours later. My call was not returned. I called again two hours later and was told that Henry had gone home for the day. I called the next morning and left messages for both Henry and Mauricio Rochin, asking them the status of our vehicle. Neither returned my calls. This is again not acceptable. I was a rational customer leaving rational messages about our Ford vehicle, yet no one could be bothered to respond. My supervisor also left messages with both Mauricio and Henry on Tuesday. They did not return his calls either. Finally I received a call late Wednesday from a gentleman named Carl who informed me the van was again ready. I asked Carl about reimbursement for the alignment we were charged for. Carl attempted to portray the alignment issue as a pre-existing condition caused by us actually using our work van as a work van. I explained to him that the front end alignment was fine until the front end was worked on. Finally he seemed to understand, but when the van was picked up our technician was again told we would not be reimbursed for this work. Frankly, our entire experience with the Serramonte Ford Service Department has been unacceptable. We had to bring in our vehicle THREE TIMES for the same issue. It should never have been released to us with the alignment that far off even once, let alone twice. Then we were charged for work that was caused by the warranty repairs. THEN we were unable to get either our Service Advisor or the Service Manager to return our calls. Please contact me at (415) xxx-xxxx to discuss this situation. Thank you. Tony Ehret Facilities Manager Wu Yee Childrens Services FYI, we actually had to take the van back a fourth time before they could finally get the alignment correct. FOUR VISITS.

AL

Allen Chen

I dont know how these people run a business. Literally! A year ago I came here to look for a mustang to buy. The sales rep was extremely unknowable about the car. They tried to push me to buy a performance package ecoboost with 100+ miles on the chassis. I told them, I wanted the car for around $33,000 and he instantly told me to go for a V6. He said you can walk out with a v6 right now for $33,000. I called several dealership in northern California and I found an ecoboost for $33,000 at Ford Lincoln Fairfield and they even drove it from another dealership to their dealership. When I got the car is was around 30 miles on the car. From the service department, I also called them to see what was wrong with my car because my reverse camera stopped working suddenly and my car told me to contact the dealership. I called them and they said they were busy and if I can leave them a voicemail. I left them a voicemail about 2 months ago and I still havent got a call from them. Luckily, my backup camera started working again. But as of today, I did not get a call regarding about my problem. Last complaint I have, is that, I went in yesterday for an Oil Change for "The Works" and they said they do not take that coupon anymore. The coupon on there states it expires 11/15/2016 and it came from Serramonte Ford. The person did not even look at the coupon, he just said we do not do "The Works" anymore. I asked them how much is an oil change and they said 80 bucks. Thats a big difference from 40 dollars with "The Works" package. I went home and I called another dealership for "The Works" and they said Serramonte Ford should honor the coupon. I called Serramonte Ford back and asked why they didnt honor the coupon and the receptionist explained to me nicely, but they still should have honored the coupon and transferred me over to the service manager. He did not pick up his phone, so I left him a voicemail. Its been over 24 hours and I still have not received a call from him. Only, reason I give 2 stars is because, I ran over a pothole and the person who was servicing my car was nice, and was able to make a special order on my car, and that time, I thought service people are way better than sales rep. I was wrong. Apparently only 10% of the people who work here is nice and the other 90% is waiting to go home. I dont know how this place does business, but come on! Step up your game. This place needs a serious employee evaluation. P.S. They would blow up your phone trying to get you in for service. I got around 20 calls in a month telling me to bring in my car for service. Apparently they want people to pay full price for every job they get done. Why would you send me a coupon and deny me of the coupon when its still valid.

DE

Dev Martin

I took my car in last week on Wednesday due to it not starting on its own and having transmission issues--this all started on Monday. After a very frustrating 48 hours, I took my Ford Fiesta into Serramonte Ford where I was greeted by Jacob Zendejas. He saw that I was extremely upset and offered a very compassionate ear even detailing a similar experience with his Fiesta. He assured me that I would be well taken care of here and immediately got to work on testing my vehicles battery. In the meantime I was approached by Joe Shamblin (Fixed Ops Director) who also outlined some details of the Fiesta and his experiences as he also has the same car. He was very sweet and listened to all of my complaining with an attentive ear while answering my questions. He also made sure I got a loaner vehicle while they worked on my car. I then met my advisor Carlton "Carl" Seike who identified my cars problem almost on the spot and told me what I needed to have fixed. Unfortunately, I was informed that day that my Fiesta was no longer under warranty because of a salvage title and the cost of the repairs would be coming out of pocket. Prepared to spend the money to get my car fixed, Joe not only gave me a one free day rental car, but Carl was able to get Ford to pay for my transmission control module replacement under the extended warranty from Ford! As a student that meant the world to me. I could never express in words the gratitude I have for Serramonte Ford. Most other dealerships would have given me a pat on the back and sent me on my way, but the team at Serramonte were very sympathetic and caring. Even though I had to come back a second time for a new battery, Victor Torres, Carl, and Jacob were extremely helpful and got it done in minutes. I was literally in and out, and going about my day in 30 minutes. Thats unheard of at any service center! Victor was very friendly and super funny while he and Jacob replaced my car battery. I cant wait to come back in 500 miles for my oil change.

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