This post is just to warn my fellow Z members and their family/friends about the misconduct that goes on at this dealership's service department!

I dropped off my car on January 24th for a 60k mile service, plus check out how much a new windshield (a rock had cracked it pretty bad a few days before) and front bumper (4 years of rock chips and all) would cost me...
They stated they needed to install new front brakes including the rotors and that the windshield alone was about $1200...
Since i have a client that has a body shop, i decided to hold off on the windshield and bumper with Serramonte Nissan... My client ended up getting the Nissan windshield for less than $1000 and helped me out taking care of it thru my insurance (paid deductible only for it), plus fixing my bumper for $400...
Anyway, back to Serramonte's service... They called me to schedule the pickup and i authorized the payment of $1122.91 for the 60k mile service and front brakes... A few days later i get a call from Oscar Delgadillo, the "Assistant Service Manager", telling me that they made a mistake on my bill and that i owe an extra $532.34...
According to what he was saying, the $1122.91 was only for the brake job and fluids (brake fluid and steering wheel fluid) and that they didn't bill me for the 60k mile service (the extra $532.34 that they claim to be already a discounted price for the incovinience)!
I told him i was going to talk to Nissan Corp. to report the situation and i specifically said i was not authorizing the charge until i could verify everything with my own eyes... Guess what?... They actually went ahead and charged the $532.34 on the Credit Card that same day even though i told him i didn't authorize such transaction!!... In fact, when i told him i didn't authorize the transaction, he didn't notify me that they were going to do it anyway... He just gave me the phone number for Nissan Corp. that i had requested and that's it!!
I filed a dispute with the credit card and sent them the copy of the receipt i have with the description of all the services i got... Nowhere i have an extra receipt for the $532.34 or anything like that!
I've been working with a rep from Nissan on this and he said that i have to go back and talk to the Service Manager, because Nissan Corp. can only keep an eye on what the dealers do, but they don't actually own them... One thing he did tell me, according to his experience of working on cases for the dealers in this area, the best one is the one in Millbrae and that Serramonte has gotten plenty of complaints!!

 

It's too bad that you had to go through all that. It's true though. I've known about Serramonte Nissan for a long time, and for some reason, most of the Serramonte dealerships share the same practices. Even though I used to live near Serramonte, I still took my Z to Daland Nissan (Millbrae). Daland treated me well and would highly recommend them. Good luck with your case.

 

yeah, i've heard the same things about serramonte nissan. I actually purchased my car from them... haven't been back for the service though. Hope you get things worked out.

ChiShi

 

yep should have asked here about serramonte...there are many of us that are disgusted by them...

especially that jerk off Erwin..jerk...

 

i get a quote from them on an exhaust gasket over the phone. when i get there, they double the price... i left... didnt want to argue!

 

Sorry you went through that hell, good thing you posted it on here and hopefully everyone will know not to go to that stealership!! They raped you and should be charged with rape in the 1st degree!!

 

I don't know if it's an OEM windshield but I just went to safelite.com and got a quote to replace the windshield for $171.95 parts & labor.

 

---

 

thats the guy who drives the Vette right?

I've been to serramonte a few time for some oil changes. Who the F knew oil changes would take a whole day? I've owned a Infinit G35 and i went to the serramonte infiniti for oil changes when i still owned it and they would give it back to me within an hour. Over at nissan it took them practically the whole day. Usually i would ask them estimate time for me to get back my car. They will say 1-2hrs. Fine, sounds reasonable since they have so many cars to service. 4hrs later they tell me they are running behind schedule and i've been waiting wait area the whole time! This happened 3 times already. I'm a understanding person but for this to happen to me 3 time in a row is unacceptable. Thus i will never go back there again.

 

I bought a new winshield for mine a year or so back ----It was an EXACT match ---- 135.00, Paid a guy 50.00 to put it in who does Car Glass. 532.00 for 60,000 Service, Hate to say, but thats not too out of line if they did everything--oil,filter,air cleaner,drive belts,trans and diff oil,radiator cap,wiper blades. 1122.00 for brakes is rediculus ---Hell--after market drilled/slotted rotors are --800.00 ?

The CC deal was blatant dishonesty

 

Here's the breakdown of the $1122.91 per my Invoice:
- Labor: $629.35
- Parts: $455.94
- Sales Tax: $37.62

It was my choice to go with OEM Nissan windshield... I'm thinking it's better for resale value, i guess... :/

I think i posted my amazing experience with the BMW service department in the past, but i'll write it again...
I bought the 335i in November and while washing it about a month or so ago, i noticed a broken fog light plastic cover... I went to Peter Pan BMW in San Mateo where i bought the car from without any appointment or anything and inquired if i could just replace the cover... Since i couldn't, i had to buy the whole fog light set ($130 or so) and asked if they could install it... They did it right there in the parking lot in front of me and i saw that it wasn't so easy (it took about an hour or so)... At the end the very nice guy said "You're good to go" and i started walking to the service office to go pay for it and the guy told me to go home...
Not a penny for labor!!!! That i call service!!!
I know i get "free" service for 4 years/50k miles, but this wasn't part of any scheduled maintenance or anything!!
The experience with Nissan makes me appreciate that much more the service that i got from BMW!!!

 

I don't like the Serramonte guys either. They didn't even care to sell me a 2007 Z. I went to Daland Nissan in Millbrae and bought one from them. I told them I wanted a 2007 Enthusiast in Carbon Silver, and they were just like...yeah whatever, there won't be any in Norcal. Then I e-mailed Daland Nissan, and they were like, found one! Come by! End of story! Took about an hour total. Picked it up the next day!

 

Ur call on the WS ---Theone I got for mine was 100% the sameTotally,Completely, IDENTICAL ---I own a shop

I charge 200.00 Labor on Brakes

 

sorry to hear bud. Next time, post here first and see reviews! lol...

 

I don't think it's quite fair to compare the 2. Peter Pan has one of the highest customer satisfaction ratings for BMW. Hell, a friend ordered an M5 build and then cancelled the order a month later (getting his deposit back). That's how far backwards they bend for their customers. Service is dependant on the dealership and is affected on how much you spend on the cars.
I have gotten awesome service from Connell Nissan and I still am getting it (thankfully). I bought my car from SoCal where the dealer paid for my plane ticket to fly down and pick it up (during the height of the gas crisis when they could not schedule a covered truck to shuttle it from down there). Now that is great service. So it all depends.

 

serramonte nissan used to be good back in the day... say 2003 when i first got the z. they did some warranty work for me and erwin did a great job.
but since then, they have gone really downhill.

i dont even bother going to them anymore... just get things fixed at rob's. and pray that i dont need warranty work. (if you do, i suggest getting nissan of na involved from the get-go)

 

I also gave up on Serramonte Nissan last year and now go to Daland. My experiences as well as others were discussed in this thread: https://my350z.com/forum/northern-california/217478-serramonte-nissan-sucks.html

 

Wow, had no idea they were that bad. They replaced the tranny on my lemon Maxima a couple times a few years back with no questions asked.

 

I absolutely will never go to Serramonte Nissan ever again either. Their parts department never wants to even bother finding specialized parts I ask for and their service dept sucks. Their service dept had to put a new navigation system in because mine had failed, and now the automatic door on the nav is not working properly.

They also wanted $4400 to replace my clutch which burned out after only 10,000 miles (too many burnouts). They insisted I needed a new flywheel without even seeing it. Automatic transmission center put a new clutch in and told me the flywheel was fine and I got my clutch for $1500 otd.

I also had my winshield replaced for $180. I don't care about the OEM winshield because I don't think anyone would ever notice.

 

I worked parts for 5 years at a honda dealer, sounds like they are either fairly new or they dont pay very well and hire anyone to work there. I understand the billing situation, they forgot to add the rotors and brakes and probably labor to the estimate. I would suggest getting a estimate printed out anytime you do a service anywhere, had you done this they would have cuaght there mistake or you would have been able to show them there qoute. In the end chances are they will compromise with you, you shouldn't pay for it if they admit the original qoute. Tell them they are going to have to talk with there parts/service manager and end up paying the difference between them. They more then likely marked up parts 30-40% of there cost from nissan and they only pay the mechanic $20 a hour with the service writer making about $18/hour......
In the end they will lose a little maybe but not necessaraly but they shouldn't dump the costs on the customer if they want return customers.