Serramonte Ford

this place is a JOKE! This place is a joke. Don't even bother spending your time or money shopping for a car at this pathetic excuse for a "business". My fiancee and I cont This place is a joke. Don't even bother spending your time or money shopping for a car at this pathetic excuse for a "business". My fiancee and I contacted the dealership yesterday and spoke to Sebastian about a Kia being sold on the Ford website. We had been searching a really long time to find this exact car--as it had alway been my hope to own one after grad school. Sebastian was very kind on the phone and gave us lots of information and direction each time we called. We had intended to come the same day; but there would be no way for us to make it to the dealership before they closed, so Sebastian instead scheduled us an appointment at 9am the next day. In the meantime, I had contacted my credit union and credit card company to get my car loan items in place. I also applied through the Ford website. I went by myself (bad idea for any person of the female gender) and arrived promptly at 9am. I waited outside for what felt like 10mins or so--but did not think anything of it because I was just so excited that the car was still there and unsold (not even a "sold" sign on the vehicle). I was approached by a salesman named, Christian, and was told that his "director put the car on hold for another potential buyer coming from Sacramento. I was shocked at what I was hearing given that it is pretty much an industry wide policy that cars are not held and it is first come first serve. NOT THE CASE. I asked when was the car sold--seeing as how I was the first customer to arrive, and Christen told me that his manager had put the hold on the car as of that morning. I asked to speak with the manager/director whose name is Jeff and I explained to him what had happened. He told me that he had already promised to hold the car for someone else and gave the whole "it's out of my hands speech" I tried to reason with him that the miscommunication at their dealership should not fall on me to have to be burned. Jeff said he was about 15-20mins away and if I could wait there he would be on his way in. He then spoke over the phone to Alexander. The salesmen Alexander, was very apologetic and said he did not think what the management had done was right because THIS is the situation they want to avoid. He told me he would call the customer in Sacramento and see how they could make this right for me. So I waited. and Waited. I called my fiance in the meantime to explain what was going on. Alexander and Christen came back to the office and said that they tried calling the customer, he did not answer and they were going to move forward with me. I was so excited! I met Jeff about 5 minutes later or so. Jeff shook my hand, looked me in the eyes, and said he was really sorry and that "they would make this right!" And with that, Jeff had Christen bring the car around so I could inspect it while Alexander was getting the paperwork prepared. I ended up going on a test drive with Christen and they asked me if I like the car--of course!! I excitedly called my fiancee to let him know I was filling out paperwork and I had been on a test drive! I sat down with Christen and began filling out all the paperwork. About 10mins later, Jeff walks into the office from his office and says "we have a problem" I look at him like what do you mean we have a problem??? He tells me that they were not going to let me take the car after all because he promised the car to the other customer and the customer was going to drive out to get it. I was completely dumbfounded at how Jeff would sacrifice his own integrity and handshake by going back and forth on what he told me. I asked to speak with his manager. At that point I met Victor, who was just as seemingly indifferent as Jeff. Basically, he told me that the "conversations with the other buyer had began on Sunday, so since his conversation happened before mine and my fiancee's they could give him the car. I heard about 5 different stories---all of which contradicted each other. Nobody was taking responsibility for anything. All Victor offered was to "get me in a Ford" I did not want a Ford, I wanted the car I came there to purchase. My fiancee hopped on the phone trying to reason with them and ask why these crooks would let me test drive the car and fill out paperwork just to take the car away from me--they refused to budge. Meanwhile the car continued to be listed on Ford's website until about 4pm when they finally took the car down. I have never felt so disrespected in all of my life! I was completely minimized to nothing and felt like a mouse trying to reason with a bunch of lions in a lion's den! This is not how customers should be treated and this is not any way to run a business! If you ask me, the likely story is the customer from Sacramento called back after seeing the missed call or hearing the voice mail, offered Jeff more money for the car and made a huge stink, and Jeff decided to make up this horse crap to cover himself. Never again will I visit such a shady place!! POOR BUSINESS PRACTICE More

Flase and misleading statements about values on your car This was a great dealer I bought 2 cars from.I went back to buy a third and had a terrible experience including having a manager say hed return my cal This was a great dealer I bought 2 cars from.I went back to buy a third and had a terrible experience including having a manager say hed return my call and then when I had to track him down he was brusque and rude .Moreover they tried to sell me a warranty package for 2995.00 that cost 1000 over the internet.Cant trust these guys-- More

false advertizing I made an appt. to have my Ford E250 serviced on a Saturday 1 week in advance, I told the person making the RVSP for that Saturday that I had a letter I made an appt. to have my Ford E250 serviced on a Saturday 1 week in advance, I told the person making the RVSP for that Saturday that I had a letter from Serramonte Ford offering the WORKS on my van for under $40.00 when I showed up on that Saturday the lady at the counter told me since I don't the card with me I could not have that price,I did not want to go home with out the work being done so I agreed to a $125.00 estimate for the work any way, 3 hrs later my truck was ready and the invoice was $169.00 I complained and was told that was it. I told her I was going to let the manager know and was told that was the best she could do, they did not even ROTATE THE TIRES, the only satisfaction I got out of this was when I was leaving I was able to tell 2 different people that were coming in for service to be VERY CAREFUL about the price and about the WORKS and 6or7 minutes later both couples ended up leaving and told me I was right and was going else where, I E-Mailed the serice Dept. asked for someone to get back to me and NO ONE DID so I wrote this Yelp I hope everybody reads this and thinks about what I wrote It might enlighten them also and make the a little smarter More

most accommodating full service dealership,none better. I have dealt with many other dealerships but serramonte ford has them all beat hands down. They go out of their way to help you and ansewer your quest I have dealt with many other dealerships but serramonte ford has them all beat hands down. They go out of their way to help you and ansewer your questions to the best of their knowledge. More

Smooth and pleasant experience. The service staff was very helpful and accommodating. I needed warranty work in addition to my scheduled routine maintenance, but I wasn't scheduled f The service staff was very helpful and accommodating. I needed warranty work in addition to my scheduled routine maintenance, but I wasn't scheduled for it. But the staff was able to get my car looked at for the warranty stuff so the needed part could be ordered, saving me an extra trip back. More

Outstanding service center My 30,000 mile service was broken up into a Taylor made service option I can afford with coupons applied. I've been coming here for Quick lane service My 30,000 mile service was broken up into a Taylor made service option I can afford with coupons applied. I've been coming here for Quick lane service for over 3 years and always the same great service. Mike More

Best help for single woman I am single woman feared that people will take advantage of me and won't help me out to take care of my car. I have to say Ford service crews helped I am single woman feared that people will take advantage of me and won't help me out to take care of my car. I have to say Ford service crews helped me to understand my car and what it needs to maintain it Since they are 5 minutes away from my home, I can depend on them to pin point what is wrong with my car. Thank you for giving me an excellent service. Beediantee Meagher More

Loyal Customer They are quick, truthful and very efficient with personality. All my service needs are only done at Serramonte Ford and Henry Bueno for this reason. They are quick, truthful and very efficient with personality. All my service needs are only done at Serramonte Ford and Henry Bueno for this reason. More

Late Friday We had a great experience on a Friday night. Didn't feel pressure in the purchase with a great sales person. I walked in not really expecting to like We had a great experience on a Friday night. Didn't feel pressure in the purchase with a great sales person. I walked in not really expecting to like any of the selections. My husband owns a Ford and I did not want the same car. After looking things over and test driving some cars I found "my car". I am very happy with the service and knowledge of the staff and all of their products. The maintenance package is the best I have ever seen! More

Needed Tires I love this dealership. Both service advisers Joe and Carlos are great - they treat you with respect, courtesy and I feel comfortable with my service I love this dealership. Both service advisers Joe and Carlos are great - they treat you with respect, courtesy and I feel comfortable with my service decisions. I trust them 100%! More