#1 Serramonte Subaru

Reviews 4

JU

Justin Baron

Ernesto and Jimmy are truly to class acts. These guys have absolutely blown me away in two totally separate and unrelated situations. Instead of getting into the specific details, I’d like to comment on the problem-solving implemented by these two gentlemen, and the resulting way I felt as a customer. Initially my vehicle came in for some recall work, which led to an unexpected situation in the dash. Both gentlemen went above and beyond to quench the thirst I had surrounding better understanding what had taken place. They actually went to the extent of disassembling part of a different vehicle to show me what was happening. In all my years of working with car dealerships, I’ve never met any who are willing to go so far above and beyond. The real magic was the way they dealt with a secondary issue that was totally unrelated to the recall. The dealership originally quoted one hour to solve the secondary issue, and called us back later in the day to let us know that it was actually going to be a multiple hour job and they would charge us 50% of the new amount considering they had previously quoted only one hour. We were totally okay with this. They called us back the following day to let us know the actual part they needed to order was unavailable, and ask us how we wanted to proceed. To put it bluntly, they were basically telling me they could not solve my problem. Instead of flying off the handle and trying to say it was the dealership’s fault, I took the rational standpoint of understanding the dealership is not the parts manufacturer, nor are they in charge of the production schedule for the parts manufacturer. I offered a couple of other solutions, which were certainly out of the norm. The dealership said they would call me back after discussing the different options I was bringing to the table. The following day Ernesto called me back, letting me know that he was circling back with me on behalf of Jimmy, who had become inundated that day. Ernesto and Jimmy had been able to work together behind the scenes to come up with a solution that FAR exceeded even my wildest dreams. It was 10 times better than anything I had thought would ever happen. What is the moral to this story? Be nice. Be patient. Be understanding. Treat these folks the way you would want to be treated if the tables were turned. I promise these guys are not like normal car dealers. They don’t want to take advantage of you. They DO want to create long term customers, and frankly, they have. We own two late model Subaru’s and I could not imagine taking them anywhere else. PS, I am a professional auto transporter and can genuinely tell you I typically don’t like dealerships. Serramonte Subaru changed that for the better!

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OZ

Ozan Turgut

Updated Review 9/2: Shortly after posting this review the service manager got in touch with me, apologized for the issue and offered to resolve it quickly. I brought my car in, he was courteous for the most part (except when he asked if had any modifications on the car, I told him I didnt, and he replied with a sly "I ask because we have ways of checking that" as if I was trying to put one over him). Overall though, he did seem to care about helping resolve the issue, so it was a positive experience. Ill provide another update once the service is complete. Original Review 9/1/15: I purchased a WRX from them 2 years ago. Started getting check engine light a month ago, had my local mechanic run the codes which turned out to be engine misfires, so I brought it in for service. It took them 3 days to come up with the conclusion there was "one quart of oil too much" and that was the reason for misfires. This was hard to believe, the first of which is that I had an oil change right before bringing the car in and the check engine light was on before I had the oil change. Never the less, I was assured that they had just drained the extra quart and everything should be fine now. I got in the car, turned it on and the check engine light came right back on. I walked right back in to talk to my service manager, Arnesto. He talked with his technician, assured me that they thought they had fixed the problem and apologized for the inconvenience. I asked for a loaner if I had to leave the car again, he said he didnt have any available yet but would have some next week. Next week came and went without hearing a word from Arnesto. I called the week after to check the status, Arnesto bucked off the responsibility to his manager not filling in some forms yet, but that loaners should become available "in a day or two" and that he would let me know when that happens. A day or two came and went. In fact, an entire other week came and went without hearing a word. So here I am, a month later after bringing in my car for engine misfires, with one less quart of oil and no resolutions to actual problems, no feedback, and no service. I wouldnt recommend Serramonte Subaru.

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CH

Chris starkweather

So I have a 2014 crosstrek hybrid. The car wasnt going into stop/start mode. I suspected it was the battery that is dedicated to this function and asked the certified hybrid mechanic to check the battery. He couldnt do this right away so I had to leave the car. The next day he calls me and tells me he got an error code for battery/alternator and that I need a new alternator and that this would be a $1600 repair. I asked if he checked the battery and he said he didnt have to because he got the error code. So I put down $1480 so they would order a new alternator and I drive away. A few days later I think "I wonder what Batteries Plus would say?" So I go to the nearest one. They check the battery right away and find out its dead. They set me up with a new one, the same one they put in the Toyota Prius for its stop/start and the car was fixed. This is why people dont trust dealerships. I ask the guy to do something simple because I suspect the battery is dead and he tries to sell me a new $1600 part. What was the mechanic going to say if he put in a new $1600 alternator and it didnt fix the problem? If he had done it right he probably would have convinced me to buy their $700 stop/start battery but Batteries Plus sold me a comparable battery for $230. Thankfully Serramonte Subaru did refund me the $1480 they needed to order the alternator and Subaru of America refunded me the $175 the dealer charged me for the hour it took to misdiagnose my car.

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QI

Qi Zuo

I bough a used car from here 2 month ago. It was a very bad experience. Buying process itself is fine but after that was bad. Few days after the purchase, the ABS light was on during driving. I called them. The guy firstly told me they are not responsible for anything after sold. It is a $15k car which they said its been well checked!!! Then later on another guy from service department called me and asked me to send the car to them for a check up. I drove the car to the shop on the scheduled day early in the morning. They made me waiting for more than four hours. I kept asking hows going but they told me they are working on it. Finally, they told me they sent the car to another dealer nearby to do the check up!! They asked to go to that dealer to see whats going on. Fine, I just want to get the car back and went to the other dealer. I found they did nothing on my car, no check up. Just told me the ABS light is off now and they cannot do anything. They wasted my whole day without doing anything!!! I just want to forget about this god-damn dealer after that. However, another finding triggered my angry and write this review then. We I bough the car they tried to check my credit. I asked why do they do that since Im paying cash. They said its nothing but a soft check which would not influence my credit. However, I just found from my credit history that this is a hard check. They are such good at lying to customers!!

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