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September 2024 by Laura White
If I could give 0 stars I would. Their customer service is non-existent. I dropped my car off last week early in the week. My appointment was for 8am Thursday morning. Car was in for service because it kept dying and I needed them to figure out why. I was promised a call once a technician had checked out the car. At noon I called - about 7 times before I got an actual service technician. He had no information for me but promised a call by 2pm. I tried calling again, around 4, then again at 5. I had to leave messages both times. I called to speak to the manager, got put through to voicemail...and I still HAVE NOT HEARD FROM HIM (it is now Wednesday the week after). I did not bother calling Tuesday, but I just tried to reach the service rep. today and left 2 messages. They are either too busy to treat their customers right, or they are too disorganized. Either way this place gets 0 stars.
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September 2024 by Scott Strochak
Just picked up my EV-9 from them last week. I dealt with three other Kia dealerships and Serramonte was, by far, the best. Their Internet salesperson, Nick, was absolutely terrific. He was professional, friendly and super responsive. We were able to work out the details of the deal via email, which was my preference. Only negative thing i can say is that my car wasn't ready when I went to sign papers and pick it up. I had postponed my initial appointment to the following day and Nick wasn't working on the day I went to get the car. The other sales folks were just helping out and no one thought to have the car ready when I got there so things took a couple hours longer than expected. Other than that, it was a great transaction and, thus far, I'm super happy with my Kia.
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August 2024 by Lucas Ramadan
Had a great experience leasing a new EV6! I began discussions with Omar Nijem, who is a driven and energetic young man who will hustle to get you what you want, no matter what it takes.
We messaged countless times comparing different options on various vehicles, and he was ultra responsive and always followed up.
The specific vehicle I wanted was at another dealership, and he was even willing to go all the way there on my behalf and make it happen.
First time with a Kia, but if the quality is anything like the service, it’s going to be a great few years.
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August 2024 by Randall Smith
I don’t love the car buying process, but we had a good experience overall. Our salesman Yury and Bob the sales manager were helpful and answered all of our questions. I feel they wanted us to get a vehicle that we would be happy with for years. Unfortunately the overall experience was tainted at the very end when the finance manager used high pressure techniques to sell an extended warranty and service package. I wasn’t prepared for that.
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August 2024 by Jill Spranza
Excellent experience customer service with Kia. Smooth process and super helpful team. Thank you!
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August 2024 by Tegan Johnson
Spencer is really attentive and informative in the beginning - but as soon as you drive away, you're dead to them.
I was promised all-weather mats prior to signing the paperwork; they forgot. Spencer said they'd ship me the mats since I was moving out of state. I gave an address three weeks ago and have received no mats, and I have not received an update from Spencer.
It's been 5 weeks since I began leasing, and I still haven't received information on how to set up an account to make my first payment, which was due last week. Spencer assured me that I could text them if I needed anything. I texted them FOUR separate times asking about how to make payment. Of those four texts, I received a response twice saying that they'd look into it. I received no further information.
I ended up calling Kia Finance headquarters - who also couldn't help me because my paperwork from the dealership had only reached Kia Finance a week ago (AKA when my first payment was due according to the contract). Kia Finance instructed me too.....call the dealership.
I'll continue to update this saga in hopes that it can save someone else the headache.
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August 2024 by Erica Cooksey
Dropped my Niro hybrid off 7/22 because the battery wasn't holding a charge and it is still under warranty. As of today 8/22 I still don't have my car. My service advisor Alfredo occasionally updated me that they are waiting to hear back from Kia tech line and cannot proceed until tech line responds. My case was escalated with Kia customer service on 8/20. I just found out that my tech line case #16627258 (this is different from my customer service case) was not created until 8/21 at 1:39pm. So I spent almost $1000 on a rental when my case had never been created in the first place. I will update this review if Kia Serramonte attempts to make this right with me.
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August 2024 by John Fuller
Great experience. Nick was awesome and super helpful. He even went all the way to San Jose to get us the car we wanted.
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August 2024 by Inkh
This was a solid 4-5 stars when using their service center, but the actual salespeople at the dealership itself? Terrible experience. They are stingy with any kind of incentive to buy a new car, they will waste your time, outright lie to you (anything they promise you, get it in writing... their spoken words are meaningless), and when you give them a less than perfect review they will outright go out of their way to waste your time out of pure spite (seriously, they called me in to "make things right" and when I showed up I had three different people from the sales department grief me because my purchase review wasn't glowing... well of course it wasn't! Own up to your own poor customer service skills).
I deeply regret getting a new car from here, and they only made a sale off me because I was desperate at the time (not because they are actually good or effective salesmen). The people here only care about making their one-time sale, they have no interest in cultivating lifetime Kia owners. Even though I know it's this specific dealership that is terrible I am thoroughly disillusioned from ever buying another Kia again.
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August 2024 by Maya
Leaving this review for sales manager, John. A genuine, patient and kind man. It was my first car purchase and he answered every question, talked to my dad on the phone with me and helped me push through finance.
The finance team is not great but that just takes time, for actually picking out the car and navigating the BS, John and his team are top notch.
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August 2024 by Mary Farrow
The best car buying experience. Thank you Omar for all your help!Exceptional service and great coffee :) We love our new EV9!
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August 2024 by Ellen Bannon
I had a great experience with the Serramonte Kia service center. David was extremely helpful, kind, and communicative. I brought in the car to be serviced before driving across the country and I feel confident that the car will preform well on my trip to NY.
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August 2024 by Kerry Zobel
Great experience buying my new Kia Niro hybrid.
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August 2024 by Marcella Farris
Edit: 7/25/24
This place has terrible customer service. I’ve been trying to get a recalled part for months. Assured they are trying, and keep finding out that it’s all talk. I even made an appointment to get it fixed and was told my piece wasn’t available anymore. Trying to speak to someone in the service department is a headache, receptionist are for the most part rude, and good luck trying to talk to Wilson the manager. I have so much to say about how this went from great to the worst experience ever. It’s honestly a shame. What kind of business makes the customer work to get a recalled engine piece fixed, makes someone think they are being taken care of. This should have been over months ago! Don’t bother with this place unless you have no other choice.
Past WRONG review written in May of 2024: Alfredo made this the best dealership experience I’ve ever had. Not only was he extremely knowledgeable, considerate and patient, but his genuine care was superb. He took time to make sure my car had every service it needed, he communicated when the service would be complete, and informed me of the cost before it was done. If there was something I didn’t want done, no pressure! No judgement! He got the job done, was professional, and even a bit of a jokester at times.
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August 2024 by Louis
I’m the kind of person who contacts all the Internet sales teams in the Bay Area when I am shopping for a vehicle. The team at Serramonte Kia is top tier. Andrew got me detailed information quickly and literally worked around the clock to support my requests. Nick and Bob were awesome during the signing and delivery phase. Highly recommended!
