The staff at Serramonte Subaru repeatedly outright lied over the course of several months. This is our second Subaru but if this is the type of customer service the company offers, I think we better switch to another car .
In 2017 we bought a new Subaru Forrester from Serramonte Surbaru in Colma, Calif. Our salesperson was Yancy Chim. He seemed like a nice young man, new to the business. A little disorganized, but sweet.
The car came with three keys, two with remote open buttons on the fob and one without. I drove the car for six months and was quite happy with it, using one of the fob keys. As I was the primary driver, the other key just sat in our key bowl. Then one day we needed to use the second key. However, when we went to open the car, the key didn’t work. When we looked at the key we realized that it was to the wrong car entirely. We hadn’t taken the dealer tag off it, as we hadn’t been using it, and it listed a different Subaru, different model, different color, different license plate number.
I didn’t think anything of this. These keys cost about $250 to replace, but I thought all I needed to do was take it back to Serramonte Subaru and they’d give me the key to our car.
I was wrong.
I drove down to the dealer and found Yancy and explained what had happened. He took the key, said he couldn’t find ours right away but that he’d figure it out and call me as soon as he did.
He never called. After several weeks, I called him. He said oh, yes, sorry, he hadn’t been able to sort it out with his manager but he would.
Another month. No call. I called him back. He was so sorry, he said, he hadn’t heard back from him manager but he’d get right on it.
I called him again. This time he said he’d ordered the key but it hadn’t come yet. He’d call me.
Several weeks later I again called Yancy. I got his voice mail and left him a message. No return call.
On April 27, 2018 I called him again and Yancy swore that he’d get it sorted out and that he would personally come and drop the key through our mailbox within three days.
A week later no key, no call, no message.
I called again. He was so sorry, his manager hadn’t approved it yet. But he’d get it sorted out.
At this point I was obviously getting quite frustrated and asked to talk to his manager.
On June 1, 2018, I spoke with Ray Quan, who Yancy said was his manager. I explained the situation and said I was getting a frustrated with this run around. He listened, said he’d find out what was going on and call me right back. I gave him my cell phone number and he wrote it down.
He of course called back to our house, where I was not, and left a message. I called back and got him and he said he’d figure it out.
No call, no message.
June 2, 2018, I personally drove to Serramonte Subaru. I saw Yancy, who smiled a sickly smile at me. I asked to see the manager.
This time they sent me to Donald Gordon, whose card lists him as floor manager. He sat me down well away from anyone who was buying a car and asked me what the problem was. I explained the situation and said that I was very disappointed in the service I’d gotten for an issue that was entirely the fault of the shop. I’d returned the key to the car that was not mine, I wanted them to give me one that would work on my car. I said I was planning on writing a very negative review of the service we’d gotten.
He looked me square in the eye and said that he, Donald, personally would take care of this. Serramonte Subaru wanted its customers to be happy and that he would order a copy of the key that day. He asked me to please hold off posting any reviews until he could fix the matter. He got up and went off to find out about it. About ten minutes later he came back to tell me that he was very sorry but they’d have to order the key and it wouldn’t arrive until the middle of the week. But that when it did arrive, I would need to bring the car back to the dealership because they had to code the key to our car. He gave me his card, and his word, that he would take care of it.
A week later we had had no call from him. I called and when he got me on the phone it was clear he didn’t remember who I was or what the issue was. When I explained, again, he said “Oh yes, let me go find out about that. I’ll call you back in just a minute.”
That was a month ago. We have heard nothing from them. A week ago I finally went to another Subaru dealer and bought a key, for $250.
I will never again buy anything from Serramonte Subaru. They are deceitful and willing to say anything to get you to go away. Three different people said, “We will fix this. We will call you. We will make this right.”
They never did.