Serramonte Ford

by HOU_sf2015 on 12/16/2015

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

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by Lookingotherpl on 07/28/2014

I used to lease all my cars up until this year .The new management group really think we owe them something. The attitude of the so called G M is unbelievable. A real Mr. Know it all with no manners, what so ever. Suggest further down the Peninsula to Town Ford.

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by eddieinSF on 07/24/2014

I started leasing with serramonte in 2008, again in 2011, and this year 2014. Up until this year I was very pleased with the service, financing, etc. My sales agent who helped me all three times (Jason) is awesome. But when it came time to finance it, the person lied to me, added extra amounts in, lied about my payoff, lied about the extras I wanted to pay cash for yet he folded the into the lease, lied about the lease protection plan (they no longer offer the Ford Wear Care - but the new owner's own plan Wear Tear (hmm, tricky name). I ended up having to speak to the Finance Director (female) who was rude, dismissive and unbelievably disengaged. I was finally refunded around $500 to reverse some of the untruthful entries into the lease. But the damage was done. I will no longer buy anything from them nor would I recommend them to others. They own several dealerships in the bay area so BE CAREFUL.

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by danjacobs on 04/23/2014

Pre-purchase probably 4 stars - no communication too small, no issue too big. Post-purchase, zero stars. Bought a used vehicle with the promise of bluetooth and aux in. Neither included. No big deal, we'll install it for you as it was our mistake on the ad says Serramonte Ford. Now we're 4 months later and nobody returns calls or emails despite promises that Jeff C. will handle it, or Sebastian will handle it, or Mariana is on it.... That we're working with our technicians to get it installed here, we're working on it, sorry for the continued delay..... I've given up hope of ever getting this resolved so I'm hoping this serves as a little warning for anyone thinking of buying a used car at Serramonte. If you need anything at all after your deal, you're going to be way out of luck.

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by dmoyer5001 on 03/11/2014

I was looking at a couple suv's to replace my old minivan. I usually don't walk into a dealership because you play russian roulette with who you get as a sales person but this time I got a great sales person. Sean was great! He friendly, nice, patient, and very knowlegable. I originally was looking at an explorer but after talking to Sean he helped show me the value of getting a flex instead. He has a passion for cars which I really appreciate and when it came to making a deal he cut to the chase and we made a deal quickly. One of my best car buying experiences. Love the car and would recommend Sean to anyone looking to buy a Ford.

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