ComplaintsforSerramonte Ford

• 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.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2018 I bought a used 2018 **** Focus from **** with ***** miles on it. They rebuilt my transmission and clutch twice since and on Nov 14th 2022 I had to bring it back a third time. told them I was having the same problem. They told me they were looking into it that week. I was told weekly it was being handled but it never was. Finally Monday 11/28 they tell me its not the transmission and clutch this time but a water pump and valve stuck open. Still no word on a date id get my car back. A few days later they call and say its those problems as well as the clutch which will now be rebuilt a thrid time. I asked for a rental and on Friday 12/2 they said okay. Then i got a text back saying I would actually get my car around 4pm that day. At 5pm I asked for an update, no response. Today I asked for an update an no response. I have alos learned of Lemon Laws and have now started an internal claim with ****. But missing my car for 3 weeks with false updates has finally taken a tole on me and I'm now requesting help because I don't know what to do anymore. It is unprofessional and unfair that I have to wait so long when this is a manufacture problem (Has to be if they're now rebuilding the same thing for the third time. I also found out there was a water valve problem before I got the car. That's another repeat problem

  Business response

  12/05/2022

  Client picked up vehicle on Saturday 12/02/2022 and advisor provided client with **** Corporate Hotline to apply for buyback. ******* would come from corporate level, not dealership level. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first visit was during August 2022 .Second visit was on September and took it in and they said now it was something electronically. October 17 we left our vehicle at serramonte ford because a sensor light came on and we checked With the main manager on site what was the issue and it marked sensor #1. Inclusively he said it was #1 in my presence since then we havent had a call for updates / and I have to go out my way to pay Ubers / car rides to get to my job and I feel they have been taking me in circles and its been so long of a wait and they last said to me they were going to see how much they were going to charge me .

  Business response

  11/18/2022

  Vehicle in question has in excess of ******* miles . On first visit vehicle was diagnosed with a faulty fuel injector, EGR Valve and Oil Cooler. Brake vacuum pump was also replaced in an unrelated repair. Vehicle was brought back in late August for a check engine light. Based on the trouble code and technical service bulletin's from **** we updated some software, reset all the monitors and road tested the vehicle and all appeared ok. Vehicle was brought back in this month as check engine light had come back on.   The trouble code pointed to the new fuel injector possibly being faulty (for cylinder #1). We had to wait for the new fuel injector to come in from **** and vehicle needs to be road tested to verify that the concern has been taken care of and to set monitors.  Our service advisor has kept in communication with the customer, and vehicle should be ready again soon. 

  Customer response

  11/23/2022

   
  Complaint: 18401404
  
  I am rejecting this response because:At this point I feel that Ive been laughed at in the sense of I dont believe in them anymore. I need a guarantee in written from **** that if anything happens to my vehicle you as **** will respond . Because thats what it was said to me when you last gave me my truck. You guarantee my Vehicle as brand new. Little after that a week or less than a week injector #1 was appearing as bad when I took prof that injector #1 was faulty you charged me 250$ for your error saying to me that it was a electronically problem which wasnt true at all.and I physically went and ask for a supervisor to check with me and he said that the problem is injector #1so all the time it was. That and they made me believe it was something else,   I need my money back of those 250$ refunded back. Alongside my vehicle running. And a compensation of my time and money wasted on cars and all the problems it has caused me of going out my way to you guys . Alongside the supervisor said he was part of the BBB and he said he knew how to handle cases like this . And I dont want front desk or anyone telling me that its a shipping carrier problem of why my truck its not working , that to me its not a professional answer at all. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 11/09/22 Amount: $240.00 Nature of dispute: I took in a working Sync 3 infotainment system to upgrade the software from older version 1.0 to the latest version so my son could use his Apple Carplay. But during the software upgrade the Technician crashed the whole system and now it doesn't even power on. The service rep ***************************** called and said that the software update crashed but never mentioned that the technician had crashed the hardware and it doesn't even power on. Software crash and hardware crash is two different things. If there is a software crash the hardware still powers on. When I got to the dealer to pick up the car, they make you pay and sign the paperwork before bringing out the car. If I would have known that the system doesn't power up at all, I would have never paid or sign the paperwork. I was under the impression that the infotainment system was restored back to where it was when I took it in. It was working and had an older version software. We didn't notice that the Sync 3 infotainment system doesn't power up until we got home and my son pointed it out. Because its his car and he was driving it back from the dealer. I called right away and spoke to the service rep on duty at the time. He said to contact the service rep that was helping me (*****************************) he said that he did text ***************************** and he will call me back. But I never got a call back. So, I emailed ***************************** on 11/10/2022 morning. And he refused to resolve my issue and telling me that I will have to pay $1650.00 parts and labor to fix something they broke. Why will I pay for something they broke. At least restore my Sync 3 infotainment system to in a working state when I took it in. At least my son was able to use it, listen to music, make phone calls, view the backup camera and use other functions. But now it doesnt work at all.

  Business response

  11/21/2022

  
  The Guest requested to have their current 2016 **** updated as they had just purchased the vehicle from Carmax and had personally replaced the Car Play USB / **** connection point prior to their appointment then brought the vehicle in to attempt to update the **** as it was not on the Sync 3 version 2 or higher for apple car play to function. Per the Guest we attempted to update to the latest level but the **** kept failing to take the update as the **** was bad at the time the vehicle came in. The **** is updated via a USB thumb drive only which requires no programming that could fail the ****. 

  Customer response

  11/22/2022

   
  Complaint: 18390031
  
  I am rejecting this response because: I had purchased my 2016 vehicle from Carmax on 09/16/2022, so it's been a while. Carmax gave me a working APIM, my stereo was working, I was able to make phone calls, I was able to change temperature and use other function as designed. These were all working before I took it in to Serramonte Ford to have them upgrade my software from Sync 3 version 1.0 to the latest version. So me buying the car from Carmax has nothing to do with  Serramonte Ford mistake/s. There are two *** ports in the car, 1. underneath the stereo unit / lower dash board and 2. inside the center console. When I took the car in I told ***** that I have replaced the *** inside the center console in order for the Apple Carplay to work, but it also needs a software upgrade from version 1.0 to the latest version, so I am requesting you/***** for the upgrade to the latest version. I also told ***** that I ordered the parts from Levittownfordparts.com because it's a genuine part, it's not an after market part. Because ***** was going to order the ***, but he said if it is the right *** than he won't order it. He asked me to send him a copy of the receipt (which I am attaching it to this email). After I send him the receipt he called and said that he won't order the parts because it  is the correct *** hub/part so need to order another one. So if the *** was a problem than why didn't he mention anything? There are 2 ***'s in the car, than why wasn't the one underneath the stereo unit / lower dash board used for the update? knowing that the inside center console was changed, which is the correct *** port bought from **** PARTS. ***** also mentioned that the tech will not be using a thump drive to upgrade the software instead they will plug it in directly to the **** System. They are trying to cover up their mistake which is unexpectable!!! 

  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mechanic at ***************** (not the business I'm complaining about) ********** told me that my 2014 **** Focus had a recall for a warranty on my transmission. My car fit within the warranty parameters via year and mileage. I had my car towed via my AAA account to the nearest **** dealership which is Serramonte Ford in Colma. My account manager is a man named ***** who tells me the part will take appx 3 months for delivery. I wait. Part arrives but car does not have work done for days. ***** tells me the part did not work and that my recall was only now for a component on top of the transmission called singularly as a computer module. They install this piece and says it did not resolve my problem and that my repair will cost $8,000 and upwards. I say that I will have my car towed back to my mechanic who will do the job himself. I request that AAA ask for ***** to ensure that all paperwork is delivered in the car. ***** reassures me that paperwork will be in car. ***** tells me that he didnt have a chance to deliver paperwork and that he will email me my documents. Documents were never sent. AAA tows my car back to my mechanic and I wait for work to be completed. I am notified to pickup my completed car but when I arrive to my car, I am horrified to find that this car that has had work done is not my car. This car that I am looking at is missing an entire back seat. Its insides had been chewed out by rats. The trunk button on the keychain didn't work and mostly, it had no license plates. I call my account manager *****, but again, am horrified to find out that this person no longer works there. Nobody knew their dud car was missing and that mine was still on their property. I spoke to a *********************. I told him the situation but he did not offer solutions. I asked to speak with the Director ********************************* who did not call me back for days. He no longer works there. He agreed to pay my mechanic.

  Business response

  08/17/2022

  Serramonte Ford clearly made some mistakes in our handling of this particular vehicle, but also accepted full responsibility when we were just one in a series of businesses that made the same mistake.  Unfortunately, due to a series of coincidences the wrong Focus was given to the tow truck when it arrived to pick up the clients car (to be towed to the private shop).  Serramonte Ford made the mistake of not verifying the *** number of the vehicle being delivered, and went off of our internal "tag" number, which happened to be the same tag number for two nearly identical Focus's.  The tow company also did not verify the *** (which they are supposed to do). Once the vehicle was delivered to the garage, they also did not verify the vin of the vehicle they replaced the transmission on (essentially making the same mistake that Serramonte Ford). Despite all three of these businesses making the exact same mistake, Serramonte Ford paid the private shop for the mistaken transmission and picked up the vehicle. 

  Customer response

  08/18/2022

   
  Complaint: 17678239
  
  I am rejecting this response because:

  One of my license plates went missing and the person who replied to my complaint confirmed that my license plate had been attached to this mystery **** Focus. So far, the reason that this person rejects my claims that **** promised to pay my mechanic the full invoice is because the person I made my arrangements with no longer works with the company. Person who rejects my claim says that I did not speak with them. The only reason I spoke with the director who originally agreed to my claim who no longer works with the company is because I was not satisfied with original attempt at customer satisfaction by same person rejecting my claim. I'd spoken with director twice, first time to tell the tale and second to update him as to when to be expecting returned wrong vehicle since my mechanic was doing all the work (i.e. taking transmission out of dud vehicle and putting into my car that had since been towed to my mechanic. No third party is responsible for all these mistakes. Like I said, I only found out yesterday that my missing license plate was attached to the wrong vehicle. No third party would have reason to do that. My original **** Mechanic can't confirm for me since they also no longer work with the company. My car had been at the **** Dealership since early this year and I was promised a loaner car while I waited months for my car to be worked on, but I never got the loaner car from the dealership nor was my vehicle ever fixed my them, regardless of the warranty for the recall on my transmission states. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my ******************* 10/2021 for service, explained that the car had problems, shaking and hesitating. I told the technician, *************************, that I am hoping that it is not the transmission. **** stated not to worry because I brought it under ****** miles, under warranty. While in service, the technician and I communicated via text, and after several weeks, he texted that the issues cannot be determined, to go ahead and pick up the car, but if there are any issues, to bring it back. At ****** miles, transmission failure signal came on the dashboard. I called ****, and he stated to bring it in asap. He stated that he spoke to his manager and will honor first visit that had ****** miles, so it can be under the warranty. Invoice and text msgs confirm info. After weeks, again, no luck in determining the issue, so I was told by **** that I can pick up the car, and to keep running it until the same problem occurs. At ******, the transmission failure signal was displaying again; I took a video of the signal. Again, no issues were determined, so, I was told to pick up the car again, and when I did, the original mileage in, the invoice copy for **** invoice was scratched out to ****** and mileage out as *****, and the copy I signed was highlighted in yellow. I told **** of the error, and he apologized and stated that his director has to correct it. My wife took the car in last, and this time was not given an invoice as before. My wife was told that she will get an invoice after service. The car has been in service since 02/24/2022, and on 03/14/2022, I texted ****, asking for an update, and he texted that he will be out of the office until 05/2022, to contact his manager, *****. I spoke to ***** on 03/14/2022, and stated he will contact **** Corporation and will call me back. He did not call me. ***** called me after I left a msg on 04/04/2022, asked me if I called **** Corporation, and I said no. He stated he would call me at 1pm on 04/05/2022, No call

  Business response

  04/12/2022

  Client was contacted by the service manager, *********************, on April 12, 2022 and advised that the warranty is being honored and the dealership is moving ahead with repairs to the transmission.

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩