I purchased a new Mustang GT from Serramonte Ford in 1982. Here's my story... When I took delivery of the car it had the following problems (in no particular order): Several chips I the paint. Serramonte refused to repair it. The power windows would not close properly and there was a ¼" gap between the top of the window and the door frame. This allowed rain to come in. Serramonte refused to repair it. The "T" roof panels had spots in the tinted glass. Serramonte Ford refused to replace them. A few years later they gave me a Ford memo saying that "...spots on the T-roof panels are normal...". The seat backs were tilted inward (to the centerline) of the car slightly. Serramonte refused to repair it. The windshield was covered with scratches; as though someone had rubbed it with sandpaper. At first Serramonte referred me to the Ford representative. About an hour later they phoned me (after they talked with the Ford rep) and said that they would repair it. But I was not happy with the repair because window sealing was visible in globs around the window trim. The car had never ending electrical problems. Sometimes it would not start; other times it would stall when I stopped at a stop sign. Sometimes the car would 'try' to start, but the engine would stop just as it started. I took the car back to Serramonte over the course of several years, but this problem was never fixed. Once, when I was picking up the car, the service writer said that there's nothing wrong with electrical system. Then he had a mechanic get the car for me while I waited in the shop. Some time passed and the mechanic came running back shouting, "It won't stay started! It won't stay started!" Then the service writer said, "I don't know what's wrong with the car and I don't know how much it'll cost you to fix it!" The front axle would shimmy at highway speeds. This problem was never fixed. The transmission grinded when I shifted to reverse. A service writer said that I should first sift into first then shift to reverse. During the five or so years that I owned the car the following problems happened: After a year or two the AC started leaking. I took the car to the dealership several times. Each time I said that the AC is leaking, but all they would do is replace the fluid, and the AC would only last about six to twelve months. Finally I brought the car in to have the AC repaired again. The next day the service writer called me and said, "...you have a leak in the compressor." I communicated to them that I was telling them that for a few years already! The heater core started leaking coolant fluid inside the car. The car was out of warranty, so I had to pay to have it repaired. About a year later coolant fluid started leaking from one of the heads or head gaskets. There was an oil leak from the top plate. I took the car to the delership and they had to disassemble the engine top to replace the gasket. The car was out of warranty, so I had to pay to have it repaired. The car always idled rough. I took the car the dealership over several years to have this repaired, but it never was. Once I picked up the car from Serramonte Ford but it ran even rougher. I took the car back to the next day and the mechanic said that a carburetor hose was disconnected. He refitted the hose and the car was back to running its 'normal' roughness. After a few years the car started blowing black smoke. The dealership said there was a fuel problem, but the repair would be covered by the five year emission warranty. A good thing too because they replaced the carburetor. The gas pump started leaking. I drove the car to the dealership to have it repaired. In retrospect, it was a bad idea to drive it - I should have towed it. Once at Ford, the service writer and I looked under the car as it dripped gas. The services writer said, "Oh you shouldn't have driven it. That's very dangerous!" The next day the service writer called me and said that the car is not leaking gas. He also said, "We drove the car up and down the street and looked at it, but we can look at it again if you want." I was perplexed by his remark and responded, "Don't you remember? We looked under the car and it was dripping gas." The service writer responded, "Oh yea! The red Mustang!" Finally thay repaired the car. They offered to deliver the car to me at my place of work and at a certain time. I waited and waited. Finally the car was delivered about an hour late. The driver said that he ran out of gas! The differential broke. I had the car towed the dealership and asked the manager if he would consider buying the car. He said, "No...because I don't know what else might be wrong with the car." read more

Ford and Carmax have stolen 10k dollars from me. For the past 60 days my car has been at Serramonte Ford. Prior to Serramonte Ford my 2014 Ford Fusion Energi which only has 42k miles was at the Jim Burke Dealership down in Bakersfield for two weeks.  This dealership was a lot worse because they didn't even bother to diagnose why my car would suddenly lose power and go into limp mode on the highway randomly without any warning whatsoever (extremely dangerous). After driving the car without any problems from Bakersfield to San Francisco the car went into limp mode ¼ mile from Serramonte Ford.  I was able to get my car into this dealership 09 September 2019.  During these two months the dealership actually contacted Ford who sent several elite field engineers (dealership told me they helped design this vehicle) to the dealership to help diagnose the issue. Eventually (45 days later)  they were able to diagnose an electrical issue within the wire connections that run the length of the vehicle. They then contacted my warranty MAXCARE that denied the ($6000) claim because the dealership could not give a firm enough guarantee that the repairs would solve the issue of the vehicle randomly losing power while driving. Even though it is clearly stated that any and all electrical and electronic systems are covered under their warranty. I asked the dealership why they couldn't guarantee the repair so that MAXCARE would cover the costs  and the dealership just said that they told MAXCARE what Ford corporate told them to say; which was that they didn't know that conducting these repairs would fix the issue. They then said that my only option was to pay for the repairs which they couldn't even guarantee that it would fix the problems or release the vehicle without fixing anything. They then actually released the vehicle to me which I find amazing because the car was definitely not safe to drive on the road at all. Amazing how absolutely negligent they are for customer safety. Eventually I was able to sell the car "as is" taking a HUGE 10000 dollar loss. I bought the car 2 years ago with 8000 miles from CARMAX. And now sold the car with 40k miles for 10k dollars.  I am a patriot who served this country and have always bought American  cars.and other products. Why would Ford sell a car that cannot even last 50k miles before undergoing major repairs? They didn't even remediate their mistake even after contacting Ford customer service and escalating my case to a manager several times wasting hours of my time. I cannot afford to pay for Ford's poor and dangerous engineering designs and will never buy another one of their products especially after that they stole 10k dollars from me. If I ever overhear anyone talking about cars I will confront them and tell them my whole story just so I can convince them how terrible Ford is when they make their customers gamble with their lives and the lives of their family members. It is like a little game that they play. They sell you a piece of junk that has no reliability. Then when the car breaks they waste three months of your time and then tell you that they don't know how to fix it and you are forced to sell it with a huge loss. MAXCARE won't even pay for your rental car until the dealership can diagnose a problem and then they approve the diagnosis. This dealership couldn't even tell my extended warranty MAXCARE how to fix this car so they would approve a repair. Even after flying  the field engineers out there looking at my car that they designed they couldnt guarantee that after I spent 6k dollars that the car would be safe to drive again. Imagine having to pay for three months of rental car cost while this dealership blindly diagnoses this car and cannot even guarantee that their diagnosis is correct and will solve the issue. The one question you have to ask yourself is why does every Ford dealership have a two to three week long backlog of repairs for the service department? Do you think it has to do with their poor design and lazy diagnosis? An absolute waste of time and money. If you value your time and safety do not buy a car from FORD or CARMAX no matter how good they make their warranty and cars look. read more

I'm not accusing anyone of anything. Just stating the facts. I had my (purchased brand new) car for 2 years before bringing it to Ford . In those 2 years I had no major problems. I brought my car to F after something minor malfunctioned (window). They found out that I had purchased an extra platinum bumper-to-bumper warranty that covered EVERYTHING as long as I paid a deductible. In 3 successive months I had to bring the car back again for 3 different repairs because within 2 weeks after bringing the car in something else would break down. The 3rd time the very same day I picked up the car, something else (not life threatening) seemed broken because of an abnormal sound when I turned the car on but I didn't have time to run in and talk to them about it because I had to rush back to work. I brought it back later and It turned out something else was broken (which was coincidentally not broken before I brought it in). I decided not to fix it for 5 months, during which time nothing else broke down in the car. When I finally brought the car in to fix it, I had less than 1 thousand miles left on my platinum warranty. 2 days after picking up my car, the right rear tire went flat because the air tube thing (don't know the name) with the cap that sticks into the tire was leaking. (Coincidentally, I had brought my car into Costco a week earlier to get the tires rotated routinely, so I know the tires were running fine.) I brought my car to Costco to fix it. 2 days later, the left front tire goes flat (opposite side of the other flat). I brought it to Costco again, and the guy there said the same thing happened, and that the only way it could be like that was if someone intentionally messed with the air tube part. He also said that in their routine work they do not manipulate the air tube in any way except to check air pressure. Costco, by the way, has no financial gain by intentionally flattening my tires, because they fix it for free and it just creates more work for them. I have not brought my car back to HF since then. I brought it back to someone else several months ago for routine maintenance and found that I had an oil leak. They fixed it and in the last 3 months I have had no problems. I realize that cars will break down as they get older, but to have so many tings happen so close together in time seems odd. I'm not accusing Ford of anything but look at the timeline of everything and how much money they made off of my platinum warranty. I'm thinking about asking the Better Business Bureau for their opinion, but I also know that I can never prove anything. Just be careful. read more

Oh where do I start... There is just so many negative things I could say about Serramonte Ford. I had called them a day prior to visiting them and Rafael answered, I asked him some questions concerning possibly trading in my car for a new one. He obviously gave me vague answers and said to the effect of I can not give you an estimate on your trade in, you will have to bring it in blah blah BS all the dealers say to get you in the door so they can screw you. So I decided to give them a shot since I was around the area on business. I walked through the door and immediately I was greeted and there was some confusion as to who wad helping or who was going to help me since Rafael was not there. So I finally got some help, they started apprasing my car and while they did that we took a car out for a test drive. We came back and sat down and chatted a bit, and the salesman comes back with a credit app mind you I have no idea what the trade in value is according to them. So I say whoa whoa no im not filling this out because I dont know what you guys want for my car. So he said okay they are working on it, and we wait for about 10 mins. Jason then enters, and talks to us and says 24k is what we can do, which is wayyyyy lower than what anybody else valued it at! So I said umm no way thats insane, you guys are way too greedy. And he throws some bs explanation as to why its so low and goes on and on babbling like a moron making no sense at all. So im just about ready to leave and he goes well let me give my used car manager a call and see what we can do. So I agree and wait another 5 minutes. He then comes back and says yea 24k is the most we can do, so Im ready to leave because thats beyond low and he says wait why dont you see some numbers first maybe we can lower the price a bit on the New car to make up for it. So I look at the numbers and they are even more ridiculous. So I get up and say you know what thanks for your time but that I can not do and I dont appreciate you scamming me! And he replied angryly(obviously he didnt like the truth) and I quote verbatimly, "I dont even want your car bro!" So I looked at him and said just give me my damn keys then and left. Moral of the story, avoid this piece of crap dealer especially avoid Jason. Definitely not worth wasting the time for. They are all greedy thieves and try different tactics to screw you over, not only that but when they fail at trying to screw you over they cry like babies(Jason) and throw a tantrum because they failed to make your financial life a disaster. read more

I have gone to many dealerships look at cars with my parents and friends in the past and the best experience I have had in all was at Serramonte Ford. In particular my visit was made outstanding by a gentleman of the name Patrick. He was very respectable of my decision to pursue other vehicles in this car category and even told me what cars to go check out, but of course emphasizing the great advancements of Ford for the price over the competition. I am glad I was not harassed! Everywhere I go it's like the sales men are begging at my toes for me to buy a car but Patrick kept his cool. Of course he said he would do anything possible to get me home with one today but respected my decision when I told him I'm not ready. He was very very experienced in what the brand new focus had to offer and with the information he has provided me I can say that I'm ready to build my own focus! J/K Patrick took me in to meet his manager who was also very nice and made me feel at ease. They both joked with me but at no time did I feel pressured to buy right now. Another very cool thing that Patrick did was acknowledge everyone that was with me. I told him that all of these people (I brought 3 with me) were apart of my "decision crew." he was very respectable of this and within seconds remembered and responded to all of us by our name perfectly. He included each and everyone of us in each aspect he was showing us and because of the time he spent and energy I feel like he was trying to get me into a good car and not just "sell" me a car. Overall I'm very pleased and if you want a great experience please go talk to Patrick. He's incredibly smart and very detailed so pay attention to what he has to say. Really this is the only salesman that did not seem like a salesman. Because of this experience the 2012 ford focus is now at the top of my buying list but as they have shown respect for me I will continue to look. But I tell you this, if my experiences are not as good as this one I will go to purchase the focus. It was a very fun experience and informative I will never forget! Thank you, P.S. I do not take time to review ever as I feel any good or bad experience is just apart of life as a consumer, but when one experience stands out beyond others I must share so others can actually get the most out of a review and experience the joy I have with this experience read more

What a great experience! Our salesman, Lloyd "Chip" Pratt was the best! This place ended up being fantastic! We ended up leaving with a car that was perfectly suited to our needs and wants, all at a price we could afford. On a sunny afternoon we pulled into the Serramonte Ford parking lot, and ended up being introduced to Chip! This guy was the best! He's very knowledgeable about the vehicles he's selling, and not pushy in his style of salesmanship. That alone was a big plus for us. We lay'ed it out on the line to him about our financial limits and he in turn, told us what our options were for getting financing. We were impressed with his integrity and candid approach regarding our needs. Chip suggested we get the financing approved first, and then return to see what fits our budget. We decided to go through Ford Financing right there at the dealer, and got an approval first. We received what we felt was a good price on our trade in too. Then we returned to the lot with a clear idea of what we could afford. Again, Chip came through! We told him about our needs and desires in our new vehicle, and he in turn, brought us to the cars in their lot that came closest to matching our criteria. We ended up falling for this all wheel drive, V6, Ford Escape! Perfect for our needs with it's size and mpg and appointments, as well as price. Back inside to Chips desk! A little conversation and a short time later, the finance man came out to us with options on monthly payments that would best suite our budget. We chose the one we felt most comfortable with, signed the contracts etc, and off we drove with our new Escape! All this sounds pretty standard for a good dealership transaction, but that's exactly the point. How often is this NOT the case when browsing, let alone actually purchasing a car from a dealer? Regrettably, pretty dam often!! And at Serramonte Ford and through Chips informative, low pressure, good people style, we ended up with a vehicle that is perfect for us at a price we can afford. Thank you Chip, as well as the other supportive staff, for turning a sunny afternoon whim, into a elated drive-a-way moment in our new vehicle and a terrific experience with the folks at Serramonte Ford. read more

I bought a used truck a couple years ago here from Jason Cooper, they refused to hold it for me which is typical for dealers. No hard feelings, I just recently went to purchase a brand new model. The one I wanted was 120 ish miles away, Jason did not find it. That was actually Sebastian, I believe him to be slightly more honest one but he is defiantly learning. lol. I acted like I don't know much as usually the casual idiot is the best defense. Jason tried talking me into a model that they had on the lot, obviously wasn't interested in going much out of his way. Even though I specifically told him I have been working my ass off in life to get a newer model of my choice and not settle for anything less. I even went and got my own private financing, I drove two and a half hours from Sacramento just to show my loyalty. They did not actually seem to care much about that, they stated that the truck would be there closer to when I got there. We agreed that I would be there before noon, the truck was not there until between seven and eight at night. They wanted to make sure that I was serious before they had it brought over, even though they blamed it on traffic. I made it from just as far in a way shorter period of time. Like I said they played me as an idiot. I did buy the truck, because it actually was a great deal. Fully loaded f150 chr out the door for just under 39,000. A 51,000 value. Probably a 45,000 after haggling, but still a steal. When I initially started contact I was not replied to or called back several different times, I was being diked around. Also just like another reviewer said, they play games with your trade ins. They will never give you a trade in value over the phone, mine was between 7,000 and 10,500. lol. You will not get even close to full value, you'd be lucky to even break even. Not all dealers are like that though, so my review is three stars. If you are intelligent and can haggle threw the tricky fog of all that is Serramonte Ford then you will do well, but naive people beware. One more thing, the lady who sells warranty is very friendly until you turn her down so be prepared for that frickin awkwardness. read more

Can't Be Trusted - Stay Away From Serramonte Ford Dealership To Whom It May Concern, I am filing a formal complaint regarding the negligent service, misdiagnosis, excessive delays, and poor communication I have experienced at Serramonte Ford (999 Serramonte Blvd, Colma, CA 94014) with my 2017 Ford Expedition (VIN: 1FMJK2AT5HEA59056). Misdiagnosis & Excessive Delays I brought my vehicle in on October 7, 2024, due to traction issues and grinding noises. Serramonte Ford diagnosed the transmission as the problem, charging me $6,696. Despite poor communication and months of delays, I paid over $17,000, including rental costs. When I picked up the vehicle on November 1, 2024, it had even worse issues than before. Rear Differential & Additional Delays After replacing the transmission, I was told the rear differential needed replacement. This misdiagnosis and delay raised serious concerns. I sourced the rear differential myself, which was installed after further delays. AWD/4X4 System Failure On December 27, 2024, after the repairs, I experienced loud noises, instability, and loss of traction when engaging the AWD/4X4 system. I contacted them again in January 2025 and was advised to bring the vehicle back for inspection. The issues are directly tied to their faulty repairs. Denial & Safety Concerns Despite the ongoing issues, Mr. Henry Bueno denied the problems and attempted to dismiss my concerns. My vehicle is unsafe to drive, and the poor repairs are putting me at risk. Conclusion & Demands This entire experience has been costly, unsafe, and unethical. I demand: A full re-evaluation of the AWD/4X4 system at no additional cost A formal acknowledgment of the misdiagnosis and delays Compensation for rental expenses and repairs If this matter is not addressed immediately, I will escalate the complaint to Ford's corporate division, the California Bureau of Automotive Repair (BAR), the Better Business Bureau (BBB), and seek legal action. Sincerely, Adam read more

I've admired the looks of the Ford Flex since it first became an addition to their product line. So I did some online research as to current pricing and received an email and several follow up calls in response to my inquiry from Serramonte Ford. After the 4th or 5th call I scheduled an appointment for Sunday May 30th. When my husband & I arrived there wasn't any pressure to be shown any vehicle. We told Mark we were there to test drive only the Flex and he immediately got a saleman. Patrick Tang was an excellent person for us. He explained in great detail all of the features of the 2011 Flex 2 toned model. He made certain that we understood the options, features , & technological features. After talking with the both of us for a while, I expressed that I wasn't interested in purchasing right now. He heard me but also determined that maybe if I looked at some of the pre-certified vehicles maybe we would reconsider. So with great patience and answering all questions, he showed us 3 that were on the lot explaining with great care the differences between each vehicle. My husband & I decided to test drive one of those models. Of course it was to my liking and oddly enough to my husbands. He has never cared for the body style of this car until now. After taking the time to discuss our options privately, Patrick continued to take great care of us. From the moment we made the decision to buy, the process was handled with professionalism, courtesy, comfort & ease. Mark Zhang the Assistant Sales Mgr & Joel Ermis along with Patrick made this usually frustrating process a pleasant experience. I hope that our future relationship with Serramonte Ford is just as efficient, comfortable and pleasant. Our thanks to each one of the staff. You're a great team. read more

Pictures below for proof!! We drop my car for oil change . They called after 3 hours!!!! I pick up the car and start driving. Once I am at the freeway I realize my hood signal is on!!! Stop at the shoulder!!! And what I saw shock me!!! They forgot to put the lid on the oil box... seriously!! Not only the hood could have fly over the freeway or the oil spill could cause a fire!!! Seriously guys? This is the second time!!! Yes second time!!! First time I brought my car they forgot to put the screws!!! Yes screws after driving few minutes horrible sound!!! Sound of something scratching at the bottom !! Well let's talk about this time !!! I called in.. our representatives name was Carlos !!! Carlos said bring the car back!! Well duhhhh I did! He said their is no way out guys did this!!!! Out you f*** kissing me! Our you serious? Like I decided to drive with damn hood open to risk my life!!!! Ohhh good part is - the m chancing came to get the car look to see if anything was wrong because they f*** forget to close the lid!!! And he said everything was good... ohhhh his seriously--- sit in my car - turn in the car - started to drive that horrible scratching sound again--- ohhh you guys wanna guess!!! The bottom protective is not screw again. Look at the guy and told him that what about this --- seriously he gave me a attitude !!! Seriously one oil change can't be this harmful - so disrespectful- and irresponsible crew- Carlos the representative suppose to take care of this issue but with irresponsibly he sent me inside to talk with the mechanic. Seriously this place hilariously stupid!! If I ever have a problem like this in the future I will sue their asses putting my life in jeopardy!!! FORD- you guys need to find better crew to handle their clients better- promising- and trust your work!! read more

Three weeks ago I took my car there to get tires. I am a long time customer. Then I went back to get some warranty work done last week when a part for my power seat came in. I ended up being presented with a bill for over $1,000! They say it was for the tires from weeks before that they had not charged me for yet. Why would they sell me tires without charging me? It didn't make sense. I said I paid. Nevertheless, I agreed to pay again and deal with it later through my bank. However, I did not have another grand on me at that time. I was not expecting another bill. So, I asked if I could pay at the end of the week. It was already Wednesday. They said no and locked up my car! Wouldn't even take a post dated check. I had to call the police (no help) and then get my attorney involved. All because they would not trust a good customer (46 year old professional) to take care of the bill at the end of the week. This is not the way you treat a customer. Especially in an economy when people are living paycheck to paycheck. Please, please, please, find another Ford dealer. Serramonte is overpriced as it is. I thought it was because I was paying for good service. Now I know it's just plain extortion. And I was driving all the way down there from San Francisco out of loyalty. Apparently to them loyalty counts for nothing. One more thing... The service staff was actually laughing at my misfortune. Like grade school kids. Can you imagine how embarrassing this was to me? It makes me sick when I think about it. read more