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January 2024 by Adrian P.
Zero stars for customer service. Service department uses profanity and clearly hates their jobs. No common sense. Please hire more qualified employees who actually want to help. Will not refer my business here. Beyond disappointed and will stick with Toyota and Mercedes Benz. Please provide your customers with the bare minimum amount of courtesy for their time and pretend that you care.
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December 2023 by Jennifer S.
Do not recommend. I recently purchased a used vehicle from them and the experience has been nothing but a pain in the you know what. From the get-go they posted a car for sale that wasn't even ready to be sold. First wasted trip across the bridge. Despite that snag still decided to buy the car because it was a nice, clean car. Long story short, the car has been returned to them for service several times. Each time the service department has failed to completely fix the issues we brought the vehicle in for and have also caused more items needing repair from their service. The final straw that is bringing me to write this review is that we were sold a warranty that was not what they said. I know, never buy the warranty, it never covers what you need. The paperwork person was insistent on us purchasing the policy, promising deal after deal. Against my gut I said yes. Big waste of $800. I purchased a policy that I was told would cover everything and in the itemized portion of the policy it appears that I purchased the "elite platinum" package. However, above that, a tiny box is checked next to the most basic package that covers essentially nothing. I dislike car dealerships and their repair departments because it is always a scam some how or another but this dealership has zero winning qualities.
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December 2023 by Karl B.
Even after relocating to the East Bay, I still go to Serramonte Ford for all my service needs, they're reasonably priced! Thank you to Henry Bueno who I've known since 2008 for going above and beyond as always, and thanks to Kyle Roderick for handling all the paperwork and honoring my coupons! If you're looking to buy a new car, don't hesitate to ask for Anthony from the sales floor, he's really cool and is a big cars enthusiast! Kudos you guys rock!
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October 2023 by Aaron G.
Should be 0. After charging me for service that I didn't authorize, and blatantly lying to me about what had and had not been done to my car ( was told that both my car had not been disassembled to exam it, but also that i could not pick up my car right away because it needed to be reassembled) . I've had no response from their management about any of my multiple calls and complaints, and then after all of this they have their call center calling me daily to remind me to come in to service my vehicle which is bordering on harassment. This place deserves no one's money, and honestly Ford should be worried that a dealership like this carries its name because it will lose them more customers then it gains.
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September 2023 by Joy Y.
Their service part is really slow，even you already had an appointment, they don't care, what they can do is to delay and put off your appointment until they like to help you. i would rather I have not bought their warranty and go somewhere else to fix my car,feel sad
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March 2023 by Dan S.
This review is for the maintenance/repair shop (as opposed to the dealer side of the business). Overall, this is the type of place that makes you want to find your own mechanic for both regular maintenance and irregular asks (like installing mods), even if you originally thought you'd just go to the people you bought your car from. The staff doesn't seem particularly resourceful, knowledgeable, or passionate about their cars. Could I get the fake engine noise removed from my Ecoboost? They didn't know and weren't going to look into it. A windshield wiper came defective from the factory; they said they'll just note it for next time so they can have the part ready. When I first picked up my new car from them, I had to come back later to get the front plates installed because the guy who knows how to use the drill (?) was off work for the day. Serramonte has all the infrastructure of an large, established repair shop business (spacious waiting area & lounge, regular email reminders, plentiful appointment times). The people's hearts and minds just don't seem to be into the job. They also advised me that their hourly rate for labor is $200+ ($210, I think?) which is quite high compared what you can find on your own.
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December 2022 by Rodrigo U.
Very bad attendance. My car is in Serramont Ford and they can't fix it because they don't have a good relationship with FORD.
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November 2022 by Arnold M.
Normally folks are inclined to write reviews moreso when it's negative. However, I'm sharing a very positive experience. I brought my escape in for 80k service because I felt that matched what I needed. Pam from the start was very helpful and friendly +1. She saw my car had a recall in which I informed her that I had it taken care of it previously (paid for). She got the paperwork started so that I could get a refund. +1. I got my car back on time and is running great +2.However a few days later, the splash shield came loose and was hanging from one side. I called and Pam let me know to come back in right away. She greeted me right away and they took my car in right then and there. I sat inside, complimentary tea in hand all of 15 minutes before being handed the keys again. It was done! +2. If I could give me than 5 stars I would. I'm a now a fan.
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July 2022 by R Kennedy
Found the part for me .
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May 2022 by Seth N.
I purchased my car here originally, and I have had most of my service appointments done here, but I may not be returning after today. I made an appointment online like I always have, and I indicated that I wanted to wait at the dealership. In the past, this normally took ~1hr for a basic oil change and service. Also, the website indicated that a basic 40,000-mile service would run me $249. Today, I arrived at 8:50 am for a 9 am appointment, and was told by Jared that the soonest they could have it for me would be 2-3 PM this afternoon. When I said that wasn't really acceptable, he "called the shop" and said that they could rush it at 2 hours. What's the point of making an appointment then? Next, he told me that a basic 40,000-mile service package would be $1100. When I asked what happened to the $200 - $300 I saw online, he said he would "build a package around my budget" and gave me what seems like the $250 package for $380. Since I'd already come all the way here, I took it. But seriously - trying to make me wait all day long for a basic service and trying to charge me 4.5X the initial price posted online. I don't need that in my life.
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April 2022 by Cass D.
I took my car in for a service 3 months ago, today, my tire popped while I was on the freeway. They told me I needed 4 new tires but didn't bother to actually service it when I took it in to get serviced.
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March 2022 by Michael Harrington
Fast and friendly staff very helpful and knowledgeable about my vehicle also gave good tips where to get parts if didn't have
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February 2022 by Jacob R.
My appointment meant nothing since i ended up waiting in line behind everyone who got there earlier. Went in for an oil change and to check the OBD code (didn't end up checking code since that alone would cost $250!?!). Spent 2 hours waiting and they didn't even bother doing the run of the mill services that any quick lube service would do. At the end of the service they just handed me a packet of papers instead of explaining what they observed in the general inspection. I had to read the packet just to find out they didn't top off my coolant. By far the worst dealership service center I've been to.
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January 2022 by Al G.
We've bought 3 cars here so you'd think they would take care of their repeat customers. We took our Explorer in on a SCHEDULED appointment. Upon arrival they couldn't find our appt. They took the car. There were a number of recalls outstanding so I told them to take care of those and fix anything they found wrong with it. Specifically I said there was a strong exhaust smell present in the pax cabin that needed to be addressed and fixed. I called a number of times over the next 3 days to find out the status. No calls were ever returned. Finally on Friday afternoon I got a text with a link to a report that had a number of recommended fixes. When I looked at the report there were issues that raised questions bout parts. I called late in the day and my service rep was gone for the day. I called the next day and spoke with my service rep asking him what parts needed to be ordered. His response was they had all parts in stock except 1. I asked if the exhaust issue was fixed and his response was that 1 of the recall items fixed the exhaust issue. I asked with all the in stock parts, when would the car be ready. His response was the following week! This despite the fact that they already had the car for 4 days and all the parts were In stock. I said forget it, I'll pick the car up. When I picked the car up and drove it home, the exhaust smell STILL was pouring into the cabin. They hadn't fixed anything!! These people are liars and con artists.
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November 2021 by Liz F.
Furthermore.. The touch screen on the dash no longer works - The climate controls are broken - The rattling in the engine is still there - The back up camera stays on when the vehicle is in park (photo attached). Additionally, there is now trouble with the transmission and the vehicle jerks as though it is pulling a trailer when it reaches a complete stop. Further, you did not have the break pads for this vehicle, so it needs to go back into some shop for those. The sunroof was opened (after being told NOT to open as it does not close), and obviously the sunroof is still open today and will cost a couple thousand dollars to repair back to operating condition. All of the above items are repairs/damage created by the service department and need to be fix by Ford at their expense. We were also told that some of the items Ford broke were items that your service department could not fix anyway, so why not send the truck to someone with the skill and knowhow instead of further breaking the vehicle. We have lost time and money and are left worse off than when we began.
