Honda of Serramonte Service Center

#46 I was super hesitant to buy a car from here because I was unsure of the service. The service center seemed a bit small compared to Toyota’s. Nonetheless, it’s the closest Honda dealership to my house and I don’t like leaving Daly City so I had to try it.
I had an appointment to set up the alarm system in my car and to put on some accessories. Xavier helped me out. I wasn’t sure which accessories I wanted so Xavier insisted that we walk over to the parts shop so that I could see them before buying it. The price he gave me was different than the price I was quoted but he was able to match it. When my car was finished, he walked through my car with me to make sure I was satisfied with my accessories and the alarm. He even washed it without me asking!
I was blown away by Xavier’s excellent customer service. Like he was genuinely nice and didn’t convince me to buy something that I didn’t want. I even asked for his opinion on other accessories I should get and he said none. He said it was fine the way it was and it didn’t really need anything else. My appointment was on a Wednesday afternoon and it wasn’t busy. He said that it would take 4 – 5 hrs and it was done in 4.5 hrs.
The workers at the shop were also helpful and friendly. I was looking for an air freshener and they opened it a little so that I could smell it.
I have a free oil change 6 months from now. I hope the service will still be the same.
BTW one of the reps named Darrell seems to be like by a lot of the customers. Many of the customers that walked in asked for him and he had a lot of thank you cards on his desk. If Xavier isn’t there, I’ll probably ask for him.

Darrell Wilson omg look for him n the staff they’re so awesome n honest they did my tires n replace them now engine oil hangs quick service n they guide u for the process of how’s your car doing with full printed information n such !!! So happy!!!

My husband and I have been going to Honda of Serramonte for 9 years. I have an Odyssey, he has a Pilot. We have been lucky to work with Darrell Wilson. He is the most hard working and thoughtful person we have ever worked with in a customer service environment. And as busy as he is, he is always pleasant and takes the time to explain things to us. My husband and I laugh that we will only buy another Honda because of Darrell. They are great cars but there are many great cars — but not many Darrell’s.

This review is for the service team member name Jenica and the service cashier. I drove my
car in for a very simple software update. Jenica open my car door and told me it will take
4 – 6 hour to perform the work. I tried to ask her to put my car in as a waiter since a software
update won’t take that long. Jenica gave me a nasty look and start giving me a unwilling to serve attitude and said «well, it will still gonna take 4 – 6 hours regardless and slammed my door. Are you fucking kidding me? Cashier service member can’t even understand what I am here for, instead that lady inside start giving me attitude and told me we don’t know what’s waiter is and in a way told me to get lost. I have never been into a dealership and experience this kinda service. I hope a service director will be reading this and correct their team attitude issues.

Bring your car here for servicing if you are a masochist with self esteem issues. It doesn’t matter if you have an appointment, you will wait a minimum of 40 minutes before they even check you in. After 2 years of being treated like crap, I am never going back! When I tried to complain to the manager, I couldn’t get him to return my calls.
They don’t even keep up with the manufacturers service recommendations. When I took my car in for an oil change at a different service center, I found out that I was past due for several important things.
They are the worst! I bought my car here too, but won’t be buying another one. Don’t do business with Honda of Serramonte!

I have purchased vehicles here in the past but throughout the years, this dealership along with service department has gone down the pits.
It all started when I called regarding the recall on airbags, and I had to call them to check in if airbags had arrived did this almost every three months. On my first call, the service division said they will call when the parts come so I assumed they would call. In the end I was calling those regarding this safety recall… mind you safety recall. Finally called Serramonte Honda’s Service after receiving numerous letters from Honda to handle this safety recall. Finally was able to make an appointment for 2 of my cars.
At first, I was thinking nothing of it and to just get this done. For my first car, everything went smoothly and even got a ride to Bart. But when I got it back the window was full of pine leaves so attention to deal with them is lacking. So this did not bother me as much as my second experience with the service department.
The following day I had brought in my other vehicle for service, and so it starts off ok. Got my ride to BART but as I was trying to exit the courtesy shuttle, the driver was rude about me attempting to open the door to get off. While he stopped and did not even open the door for me so, of course, I went to press the button. The worst thing was when I was leaving downtown and called for shuttle pick up at Daly City Bart, mind you this is downtown 15 – 20 minutes away. Arrived at Daly City Bart and waited for 5 minutes and then called again for shuttle pick up. When I called, I was transferred to service, and it went to voicemail. So I said they must be busy waited called again, and they did the same thing (transferred to service and got voicemail). So I waited for another 10 minutes, called back and was transferred to service again, and finally got someone they told me to stay and wait. I figured by now I have wasted 30 to 40 minutes of my time, and no one was showing up, so I found my way out to pick up my car. I have even taken the liberty to call kindly and cancel the driver, but no one got that message. So from the time I stopped at DC Bart till the time I got a call saying the driver is close by to even the driver calling me asking me where I was at, 75+ minutes of disappointment. What was the nail in the coffin was, when I arrived, the service people did not acknowledge me when walking through the door. Two guys were chatting and then one of them walked back to his desk pretended to work on something and then selected to acknowledge me.
Completely agree with the other comments about this service location will not go back or even think about purchasing or referring business to them. Simple basic customer service cannot be found at this dealership even heavily lacking attention to detail. In reality, if I can present a negative number I would for the horrible service that I had received.

Took my 2009 Honda Ridge line to get racks put on. Oliver was the who waiting on my boyfriend Michael. He was very happy with the work they did on our car and he was very professional with great customer service skills. THANK YOU So MUCH OLIVER FOR Being An AWSOME Employee.

Took my crv Honda for maintenance you guys are the best. quick service special thanks tooooo Robert

Review is based on my own experience. I do not doubt others had great experience with them but mine was horrible.
My Accord had a recall on the inflators so I brought it in Saturday morning. They told me it should be done around 3pm so I left and planned to return in the afternoon. They called me around 3pm informing me they need more time to fix the problem. I assumed it would only take them just a little more time and would be done the same day since I brought my car in in the morning. At this point they did not mention anything about the car not being done on the same day.
Then the clock hit 6pm with noone updating me or calling me. So I called them and it redirected me to the receptionist for the sale department. She told me everyone at the service department took off and would not return until Monday. I was so angry since my personals and my work stuffs are all in my car and I need them first thing Monday for work. During the call they made at 3pm, they never mentioned anything about being delayed till Monday nor they informed me it would not be ready the same day. It would have been much better at least let me know it would not be ready so I can come pick up my work stuffs before they left. But noone updated the schedule at all.
Left me no choice I visited the shop on Monday morning. The guy «helped» me on Saturday was not there but the other guy checked and informed me that my car had been done and ready to be picked up. So it was ready on Saturday but NOONE called me to pick it up whatsoever. Why would people do that to the customers? I understand things can get busy at times but you let the customers know when their cars are ready to be picked up!
Side story: I told my cousin about this and she told me this shop had lost her father’s car key once so there’s that.
If you need dealership service from Honda, go to the SF one or the SB one. At least that’s what I am gonna do next time.

Had good customer service at honda the shuttle service were nice dropped me and picked me up at home while my car was being fixed. Big thanks to ricardo he was on top of it and great customer service thanks

This place sucks big time, expensive and won’t price match. I had my 18 year old son get his trasmission fluid replaced and the service department tells my kid that they can’t price match. Are u kidding me??? I just had the same service done on my trasmission fluid in San Leandro and they have better prices $ 85.
DONOT GO TO HONDA SERRAMONTE prices are too high without any price match. I even had my son show them the Internet special which states «will beat any price» that’s a lie that’s not true they will charge you and won’t wash your car. If they do the oil Chang they won’t even give u a sticker to inform you when the next oil change will be.

WARNING!!! AVOID AT ALL COST!!!
So, the last time I wrote the review, they said they were going to fix the problem and send us on our way. They have not even contacted us since the last conversation. This review is an update of their poor customer service and GREAT LYING skills. They also said, for your inconvenience, we’ll even throw in a tank of gas for you having to drive back and forth from San Jose. Nope, nothing. They never ordered the part to fix that part of the car and never reimbursed or provided us with a gas card. Honda of Serramonte Center employs liars who will tell you anything to get paid. They will sell you an unreliable car that was already broken when on their lot. They will tell you that they will fix it and NOT FIX IT. I’ve had it enough with this place. I will never ever ever EVER recommend anyone coming here because of their customer service. I have never been so upset, if I can give them ZERO stars, it’s exactly what this company is. I will take my business elsewhere.

All the bad reviews here are true. Customer service sucks. The representatives don’t know how to follow up on customers. I have been a long time customer at CAPITOL HONDA in San Jose, where I get all my services done, when I moved to Daly City I researched this location on Unilocal and saw all the horror reviews. I decided to have my own experience and true enough, the customer service reps here hang up on you, dont answer your questions and they just transfer you to different departments withouth anyone on the other end of the line picking up, leaving you to waste your time calling a million times and not get any answers or help.
I would think after trying to reach them 8 times and getting someone, I’ve given it enough effort.
At least, I didn’t waste my time going here. If the service on the phone sucks, the service in person is probably horrendous. Not ever coming here at all.
Driving to san jose to get my services at capitol honda, where everyone seems to love their jobs.
Don’t even waste your time calling. Shame on this branch to even be open for service that crappy.

In October 2015 I called Honda of Serramonte to inquire about the maintenance message on my car, and the receptionist would not let me talk to service advisor and just insisted I come in. I had an appointment at 1:15pm, but the service department didn’t take my car in until approximately 2pm.
Xavier was the service advisor who helped me, and he was very courteous and professional. He explained everything well and got my car done in a timely manner as promised.
Upon getting home, I noticed that my car didn’t light up or make a beep sound when I locked and unlocked the doors. I called Honda and asked for Xavier, but I kept getting transferred to someone else’s voicemail (Ricardo’s?). I left a message and called Honda again to inform about my car but kept getting transferred to the same voicemail.
I googled the problem and found out from CRV Owners Club that the car doesn’t beep or flash it’s lights when the hood of the car was not properly closed. This poses danger and needed to be addressed, so I called Honda, was transferred to a voicemail and I left a message.
No one has returned my call from service department, but Maricel called yesterday to thank me in a voice message for doing business with Honda of Serramonte. I called her back but wasn’t able to reach her and I didn’t get a return call.
The point to this is Honda does not follow up with customer concerns.

I only come for recall. They always seem to say I need more work done on my car. I have my own mechanic, but he suggested I come here for brakes because there is something quirky with the design. But they charge this outrageous diagnostic fee. I already knew what needed to be done. Replace brake pads and rotors. But I had to pay them an extra couple of hundred dollars to tell me what I already knew. Told my mechanic and he said he would take care of everything from now on. So yeah, find your own mechanic and only come here for recalls. The service supervisors are great, but the customer service who check you out really need to work on what customer service means… like being friendly.

Who ever the receptionist at the service is (a woman)… she is one unprofessional, rude, piece of something.
I called and asked how long would a service take. She said «i don’t know, you have to bring it here so we can see.» (her saying this with a fast rush me off the phone tone). I asked to be transferred to someone in service who would know so I know how to plan my day. She did transfer… transferred me to a disconnection. SHE hung up on me.
She sounded so annoyed to be speaking to me on the phone and that Honda of Serramonte needs no business.
I would rather drive an extra 15 minutes to Victory of Honda.
Serramonte needs to find another person and replace someone who actually knows a little bit of customer service. Seems like I almost had the same experience from a year ago when I first reviewed their service.

Took my civic in to have a few minor issues checked out. The back up camera sometimes doesn’t work. They couldn’t find any issues but told me to come back if I had more problems. Brand said that I could come in even if it was a few thousand miles over warranty. He also helped install a front license plate holder and did not charge me for it.
Service was great and I would definitely go back

Customer service could be better. I DO NOT appreciate when the service receptionist quotes me that my oil change and tire rotation will take 1.5 to 2 hours, but actually take 3 hours. It’s inconsiderate of my time. Don’t quote me 2 hours and make me wait there for 3 hours! Even if you have an appointment, it may take you forever to have your car serviced. They do have a shuttle, though, but since I was quoted only 2 hour wait, I did not take advantage of the shuttle.
I checked after 2 hours if my car was ready. The cashier said check with the service advisor. My paperwork was just sitting on his desk apparently, waiting to be closed out. He was not at his desk so I’m guessing he was busy. But there was an ENTIRE PILE of paperwork for other customers. Plus, the service advisor didn’t even introduce himself to me, which I thought was odd. The service receptionist knew I was trying to get out of there as soon as possible, but seriously, if I had not followed up after the 2 hours, I would just be waiting there for who knows how long… with my paperwork just sitting on a desk!
I just felt really disrespected here at Honda of Serramonte. I’ve had better service at Victory Honda of San Bruno, and that’s where I will probably continue going. I only decided to try Honda of Serramonte since I had a coupon that they take other dealerships’ coupons. The first time I visited Honda of Serramonte, the service reps were so rude to me, I just left. I like to take my car to the dealership to get serviced, but Honda of Serramonte is now my last resort.

This place is a joke!!! I had an appointment and waited over 30 minutes before I gave up and rescheduled my appointment for another day. I wanted to schedule at another location but for the service I needed I was only able to schedule here. I went over to the service window and asked to reschedule my appointment and the lady helping me didn’t even look at me and gave me documents to sign. I looked at the documents and stated, «I AM NOT NANCY @#*, I’m here to reschedule my appointment». I am so annoyed! Go to the SF or Burlingame service centers where those folks are much better! Ugh after this service, I vow to never ever return. Get it together folks.

The wait times are insane even with an appointment.
I scheduled an appointment and sat in my car for nearly 20 minutes before I was approached. Then when the service advisor went to bring up an estimate he remembered he forgot about another customer. So I ended up waiting another 20 minutes before I signed a authorization to do work. So I was here for 40 minutes before any work actually began. I was here for over an hour and half for a routine service.
Appointments don’t seem to mean anything here. Don’t schedule any appointments for a work day or when you have anywhere to be.