ComplaintsforSerramonte Ford

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2023, I took my Maverick pickup truck to Serramonte Ford to check a problem with the starting system that occurred. After one week Serramonte Ford told me, the problem had been resolved. An hour after driving the vehicle, the exact same problem occurred again, so I had to return to the dealership the same day to have it checked again. This situation of going back and forth to the dealership for the same problem continued for approximately 2 months, a period during which I was forced to rent a vehicle to be able to get around since **** never offered me a car. When my pickup truck was finally repaired, I requested a refund of what I spent on the rental of the vehicle for a total of $2676.29. After almost seven months of patient waiting, on Monday, April 1 2024, I received a check for $1160.00 and when I asked about the rest of the money, the only answer I received was that was the amount **** had authorized.

  Business response

  04/08/2024

  Customer was waiting on rental reimbursement, management filed for check request and processed check for the amount of $1160.00 last Monday the 1st of April. Should have been handled and resolved. Customer should receive check 5-7 days after processing, unless customer picked up the check. 

  Customer response

  04/08/2024

   
  Complaint: 21526892
  
  I am rejecting this response because: Yes, I actually received a check on April 1 of this year for $1,160, but the total amount that I spent for the rental of the vehicle that I had to rent while my car was in Serramonte Ford is $2,676.29, according to the invoices that I have sent ***** times, so I am requesting that the difference be paid to me in the amount of $1516.29.
  
  Sincerely,
  
  ***************************

  Business response

  04/15/2024

  In summary, the client rented a vehicle on their own and went through a third party rental company. ****** protocol is that they cover rates at $40.00 / day. **** reimbursed the amount that they would reimburse for every customer based on their protocol/requirements. The difference is to be paid by the client. Every extended coverage plan or insurance plan has its requirements pertaining to rentals, and **** covers $40.00 a day. The client rented a vehicle outside our dealership, and we still did our best to get reimbursement by advocating for the customer, but the limit was $40.00 / day. We have attached a copy of the rental reimbursement authorization received from ****. 

  Customer response

  04/17/2024

   
  Complaint: 21526892
  
  I am rejecting this response because:
  It seems to me that what is demonstrated in this case is the lack of knowledge on the part of the technical part of **** Serramonte to find the problem that the vehicle had since my car was in the repair shop for 60 days, it was a car with 9 months of use and covered by all the guarantees that I acquired, trusting in the **** brand, the same trust that I unfortunately lost when seeing the little interest that both the **** company and **** Serramonte showed in solving the problem. And then the lack of knowledge of the protocols of the **** company that the commercial part of **** Serramonte has, since I was never offered a courtesy vehicle to get around or I was told where I could rent a vehicle, or is it that **** Serramonte expected that Will I be left without a vehicle for two months? and now it turns out that six months later I receive less than half of what I spent due to the incompetence of the dealership staff and I still have to thank for that? I am not asking you for alms, I am demanding what is fair, but from what I see there is no will on your part to solve this, what a shame
  Sincerely,
  
  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/23 I was charged $324.80 by ******************** for an oil change because they said my warranty was expired. I called the company **** and they said my warranty does not expire for 2 more years. On 1/22/24 I dropped my car off because the check engine light went on. They kept my car for 8 days without working on it. I pulled the vehicle out of the shop because they did not return my calls for 5 days with updates and hadnt even began working on it. The supervisor never called me back. The service operator *** was extremely rude on the phone and said the only person I could speak with was *****. ***** ignored my calls. I paid $260.00 for no service on my car. No information on rental cars were provided.

  Business response

  02/03/2024

  Attached are two files. The first file shows the oasis for the customer which indicates that their extended warranty and maintenance plan does not have any remaining balance for services. The only remaining balance is coverage for where items. Thats why we had to charge the customer for the oil change in December. 
  
   regarding the diagnosis, we did in fact, perform a diagnosis and have technician time on this vehicle. However, the customer chose to pull the vehicle prior to any warranty repairs being performed. It could've been very simple that the tech could fix upon diag but this check eng light requires a tear down of which we don't know until we diag then it goes inline to get torn down to failure so we can start the warranty repair process but again we don't know that until we diagnose which we did in a timely manner.. The advisor kept track of every attempt to contact the clients as you can see in the second attachment. 

  Customer response

  02/07/2024

   
  Complaint: 21229982
  
  I am rejecting this response because:

   The serramonte ford service advisor stated that my car would be ready Monday 1/29 or Tuesday 1/30. If it was such a simple fix then why was I told 8 days later on 1/30 (after not being called, I had to call) that my car wouldnt be ready until 2/1 or 2/2. At that point I was being told the same thing as the first day, which was he needs to take pictures of the motor. After 8 days there still had been no pictures of the motor sent to ****.
  
  After contacting ***** I was told that it should not take 8 days to verify a warranty, check to see if it covers a rental car, and to begin taking photos of the motor. 
  
  As seen in the phone log, the service technician only contacted me three times one day from a (510) area code after 5 days without contacting me.  The decision to pull my car out was made after 8 days of zero progress. I have tracking on my car and my car was not touched or moved for 8 days. 
  
  
  All the numbers pictured are different phone numbers for serramonte ford. 
  
  
  When I pulled my car out, I was told my vehicle would be  ready for pickup some time later. About 8 hours later, I had to call myself to ask if it was ready. I was not notified.
  
  
  When I received my car back a light was already on that said key battery low replace soon that wasnt on before. 
  
  
   I took my car to another **** and they confirmed what the issue was and that my car would be covered by the warranty the same day that I brought it in.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/2/23 this dealership offered us a 2023 Mach-e at $40,000 firm. On 11/3/23 they were trying to secure transportation costs and warranty costs. On 11/4/23, we informed a sales manager, a salesman, and the internet manager that we accepted their offer and asked what we should do next. We were told to send in images of our licenses, proof of insurance, and complete a **** Credit application (even though we were cash buyers). We provided everything asked of us. The internet sales manager said they would overnight a contract and we should overnight a cashier's check in return. We told the internet sales manager to not include transportation or a warranty at this point, just everything else. Though the salesperson and another manager were on duty on Sunday, 11/5/23, no representative continued with the process. The salesman called at the end of their business day telling me someone was in the dealership wanting to buy our car. I asked to speak to the sales manager (who was the fleet sales manager) on duty. After waiting on hold, I was told he would not speak with me. I rang him directly telling him to call me right away. He did not call. The salesman said the fleet sales manager told him "first come, first serve." I replied we were first come and have completed and submitted everything the dealership requested. We contacted the internet sales manager on his cell phone who called the manager on duty. We emailed the General Manager asking him to please intervene before it was too late. The General Manager called Monday morning 11/6/23 after the car sold Sunday night.

  Business response

  11/22/2023

  Unfortunately all of our used vehicles are available subject to prior sale. While this customer and ** did agree to a certain price for the vehicle in question, no deposit was taken and no contract was signed.  In the meantime another customer came in and purchased that vehicle. We did reach out to this customer the next day and offered to do our best to find a similar vehicle at a similar price (always difficult when dealing with an inherently unique used vehicle), but the customer was not receptive to that offer. We regret that this customer had a poor experience here but as we sometimes tell people "the vehicle you're looking at today and thinking about tonight is the same one someone else looked at yesterday and thought about last night." You never know when someone may come in and purchase it. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my car in March of 2018 I paid for an extended warranty that covered the car for 72 months or 75k miles which ever came first. The dealer has told me the warranty expired back in 2021 which was the basic three year warranty the car came with. Clearly it has not been 72 months either does the car have 75k mikes. It currently is at 69k. I have gone in multiple times showing them the contract which is signed, dated and states the terms of the warranty and they are not honoring it. The last time I went for a oil change which should have been covered I was charged over 200 dollars for the services provided, all which once again should have been covered. They printed me out a sheet stating my warranty expired back in 2021 but as you will see where I highlighted it clearly shows the 72/75k on there for the extended warranty we paid for. I am tired of going back and forth with them. It has brought on a great deal of stress to me and not to mention the time I have had to take off to come in and talk to them always leaving with no real answers. I have shown them the copy of the signed contract and the only answer they provide is they dont know. I am in desperate need of help in this situation.

  Business response

  11/04/2023

  As stated on the Premium Maintenance Contract that was included in the complaint, "...Premium Maintenance Plans coverage begins at the ******************* Warranty Start Date and Zero Miles. ******** ends at the earlier of the number of years purchased, the number of miles purchases or upon completion of the Maximum Number of Service Intervals Purchased from the ******************* Warranty Start Date or Zero Miles." ** the starting mileage of that plan was 0 ****************** of 2015. Hence, the expiration date of that plan was ****** Miles or May of 2021, whichever came first. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/29/22, I dropped my truck off at Serramonte Ford Service & picked it up on 12/16/22 @1630. That very day, I noticed damage to the hood that was NOT there when the vehicle was dropped off.Pics that were taken prior to drop-off show no damage to the hood.I immediately called & notified my Service Advisor, who provided me the email for Service Mgr **********************On 12/17/22 I emailed ***** ************ of the damage.On 12/19/22, I recv'd an email from ***** stating he recv'd my concern & would get back to me.On 2/21/23, I emailed ***** again for an update, to no avail.On 3/27/23, I contacted Serramonte Ford & requested to speak to mgmt.A few hrs later, *********************, *************** Director contacted ************ spoke extensively via phone re: the ************* provided him all the details via email.***** stated the vehicle was taken to Precision Body Shop for a wash prior to pick-up.***** coordinated w/ ****************, Managing Partner ************ Body Shop, to have the damage evaluated.On 4/7/23, I took the vehicle to Precision & had them assess the damage.******* asked me to bring the vehicle back for a second opinion w/ his team, to which I took it back on 4/27/23.On 6/12/23, I emailed ***** for an update.***** responded on 6/14/23 stating the damage on the hood was a flaw from a previous paint ************ nothing else they could do.I explained to ***** had this been addressed timely months ago, their findings would've been different as the substance on the hood was still very fresh at that time, w/ a strong chemical odor. ************ taken from the day of pick-up clearly shows the damage is inconsistent w/the findings reported by ***********Not to mention, 2 other reputable body shops assessed the damage & concluded the hood is consistent w/a fresh paint/chemical spill, & not a flaw from a previous paint job. Id appreciate if ********************** did their due diligence to fix this issue just as quick as they are in calling & sending surveys requesting a 5* review.

  Business response

  08/14/2023

  Precision body shop made the assessment and reviewed the paint issue and concluded that the hood had been repainted and that the paint was failing due to lack of prep or contaminants under the paint. Precision performed their due diligence reported their findings and as a **** certified repair facility. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were having problems with our 2014 **** Focus and it was not drivable. We decided to contact our local **** service center to once again help us. We were scheduled to drop off our vehicle on 12/6/2022 at 815am. Our service advisor would be *********************************. Once it was dropped off, we did not hear from our advisor for at least 2 days regarding the status of our vehicle. Once we were able to contact **********************, we were told it was a recalled part that needed to be replaced and the part is on back order for at least 2-3 months but he would keep us updated and see if there would be anything he can do to help us get around since our vehicle would be out of commision for several months. A month passed and no update. I called several times and when I was finally able to reach him, he stated "oh I have been trying to get a hold of your husband but didn't have his #". This is absurd as my husband provided his contact information to our advisor when we were given the diagnosis of our vehicle and on the envelope that contained our key. He then promised to now contact us every Friday to provide an update. After that conversation we NEVER heard from him. I then proceeded to contact ****'s general manager ******************* (3/8/2023) and left a detailed message of our situation. We finally received a call on 3/13 from our advisor ********************************* who stated our vehicle is now ready. I find it odd, that after several months of the vehicle sitting there that it is now ready after a call was made to his general manager. Once we were told the car was ready, he stated something else was wrong with the vehicle and we would be charged $665.65. We were NEVER informed that there was another problem with the vehicle other than the recalled part. They fixed it without our knowledge and we were charged. The general manager never called me back after I left 2 messages. I advise customers to NEVER go this place as they DO NOT prioritize customer service.

  Business response

  04/10/2023

  The ** and service director called customer back and worked with her and her husband. **** did call and seems that there was a miscommunciation between husband and wife. Rich would call between multiple phone numbers, car is all ready and has been picked up. 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck in December 2021 from Serramonte Ford, I paid $15,000 on the down payment. The truck stopped on me in the middle of the street in April 2022, the same day I decided I wanted a new vehicle because I didnt want to take the chance of it happening again. I bought a 2022 f-150 model and paid another $11,000 in down payments to have had electrical problems since buying. Ive taken it to the shop several times for minor repairs, faulty tailgate opening but the biggest problem has been the electrical, especially the screen(And it will go out randomly when least expected), the outlets dont work either. *** had to restart the car to get the electrical back on. I have videos of it as well. I brought the car in several times for weeks at a time. They never provided me with a rental car, and would leave me without a vehicle for weeks. Theyre horrible at returning calls and dont address concerns. *** asked to speak with the service manager on several occasions and havent heard from him/her not once. They sold me such an expensive car with recall after recall and problem after problem. And when I brought it in last time for the electrical, the service agent told me, the videos I had didnt matter, if they werent able to find the problem, its something I would have to talk to corporate about and corporate told me that basically theres nothing to be done if the dealership couldnt find whats wrong. Im hoping to either significantly the amount owed on this car or to get it bought back completely. I pay roughly $1300.00 a month for a car with so many issues. The videos I have wont allow me to submit below.

  Business response

  03/27/2023

  CLIENT WAS SUPPOSED TO GO THROUGH BUYBACK PROCESS BY CALLING ******************* WE WILL PROVIDE ANY DOCUMENTS IF NECESSARY, BUT THAT WAS THE LAST COMMUNICATION BETWEEN CLIENT AND DEALERSHIP

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting Serramonte Ford to send **** a repair order (covered by ***** for 30 days now. I called ******* and ***** many times in the last 30 days. My **** case manager also called so many times asking to then send a repair order. I am carless and without any rental car. At this place, nobody cares about costumers. I need my case resolved.

  Business response

  03/07/2023

  **** and ***** have reached out to ****************** to get financial assistance for this claim. Unfortunately, client's 3rd party insurance will not cover the repairs. **** has scanned the *** copy as requested by ****************** and explained the concern in detail. Leaking passenger side windshield which has caused her main body control module and main wiring harness to have concerns/ needing to be replacement. The customer was declined from her 3rd party extended warranty along from her insurance company for these repairs. Customer decline paying for repairs on her previous visit and I recommended she reach out to **** for possible financial assistance. We are providing everything necessary to **** in hopes of getting approval for some financial assistance. **** provided the email threads between dealership and "*************************" at ****. 

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a terrible experience with Serramonte Ford **** I own a 2020 **** Raptor that has been making grinding noises and is about to be out of warranty in less than **** miles. ** address the issue, I booked an appointment with this dealership over 10 days in advance for Saturday, Feb 25th, 2023. However, on the day of my appointment, I received a call from a representative named *****, 2 hours prior to the appointment, informing me that they would be canceling my appointment as they do not do diagnostics on weekends. The next available appointment would be two weeks later. This means that my truck would most likely be out of warranty by the time of my next appointment.I found *****'s excuse to be unconvincing and his attitude unhelpful. Not only did he cancel my appointment at the last minute, but he also showed a complete lack of concern for my situation. When I asked if I could bring my truck in on Monday, he was unwilling to help me and was very rude.Overall, I was extremely disappointed with the level of customer service I received from ********************** **** I had planned my entire day around bringing my truck to the dealership and had not made any other plans. Spending almost $100k on a truck, one would expect to receive decent treatment from a reputable dealership, but this was not the case.In conclusion, I would not recommend this dealership to anyone in need of vehicle repairs or maintenance. Their unprofessionalism and inability to fulfill scheduled appointments do not meet the standards of a reputable dealership.

  Business response

  02/27/2023

  CUSTOMER COMING IN 2/28 TO HAVE TRUCK DIAGNOSED

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2022 **** Explorer from the Serramonte Ford dealership in ***** **. This was on December 8th, 2022. On January 21, 2023 I took my new vehicle into get the oil change as the service light came on. I also asked for a tire rotation. While there the mechanic realized that I two different size tires on the vehicle. Front tires wrong size ******* correct size should be ******* - Rear tires on wear bars - Front brakes at 25% and the back brakes are at 50%. The front and back tires are different brands.

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