Quick Lane

If you want good car service… sell your Ford and buy another car. I have had my car serviced here for four years and today I am so happy because I got my last service before I sell my car! They are unprofessional, at one point they used the wrong machine on my tires and wanted me to pay for the damage, and every time you bring your car here there is something wrong! I will never get another Ford again and I can’t wait to be done with this service center!

When I purchased my Kia Sorento a couple years ago, I negotiated to have the first 4 oil changes thrown in as part of my deal. The service is provided at the Quick Lane, and I can’t find a single thing to complain about. The staff are always very nice. The waiting area is nice enough, and they do a speedy and thorough job. (I do make an appointment in advance, and have never needed to call more than a day in advance) Not sure what all the negative reviews are about…

Excellent value hidden in a seemingly sketchy shack/​trailer in the back of a Ford dealer lot. Disregard the bad reviews, this is THE place to get your ROUTINE Ford maintenance done if you live in SF, there are no dealers in the city. Carlos (service adviser) is a pleasure to deal with. He will not rip you off.
Advice:
1) Come early /​make an appointment — spend your hour patiently at Stabucks /​Target
2) Don’t get sketched out by the ugly little shack they call an office, its legit
3) Love your Ford, and don’t complain about the prices, you are getting all genuine OEM Motorcraft oil/​parts and you don’t need to get your hands dirty!
Prices are surprisngly reasonable. Carlos priced out the Works package…
Full Synthetic Oil + Oil Filter + Fluids Topped + Rotation + Brake Inspection = $ 160
*Sorry Mobil 1 /​Castrol Titanium snobs, Oil is Motorcraft

The worst experience, not just customer service, but the whole experience. It is obvious that customer satisfaction is not their top priority. Sorry, I will never come back. Please do not get your vehicle serviced here; there are so many other places that offer better pricing and way better service.

I’ve been taking my car here since 2010 when I bought it and things have been fine. I scheduled a 60k mile maintenance on my car and dropped it off. When I dropped it off I asked for the estimate and it was $ 626, which I thought seemed ridiculous, but I hadn’t done my research so I wasn’t sure. Carlos, my «service advisor» convinced me it was normal pricing, walked me through all the line items and even showed me a brochure of what «ford recommended.»
When I got home I called Ford and asked for a detailed description of what is included in the 60k service, I checked the Ford website and the quicklane website. I also called another dealer and asked for an estimate for the same service ($ 280). These are the items that were not recommended by ford, nor on any of the websites or the other dealer but were on my quick lane work-​order and on their brochure:
clean fuel injectors $ 129.95
fuel system cleaner conditioner $ 25
Add oil conditioner $ 20
Internal Engine Decarbonation $ 120
Cooling system fluid exchange $ 120
Perform battery service $ 25
I called Carlos back and asked him to stop the service immediately, he insisted it had already started and insisted that what they put on my work order is what is «recommended by ford.» I’ve made a complaint to Ford directly about the dealership. I suspect this is a systematic abuse of overselling and scamming.
An easy cross check would be to see if someone that has bought the service in advance (like some service pack) gets the same 60k service as they tried to sell me.
Bummer, the location was super convenient.

I’ve been coming here for about 8yrs (maybe a little more)… I think that says a lot! I’ve had my Mustang, Edge, and Explorers all serviced here with no problems what so ever. I trust that the guys here do the job right and that my cars are in good hands when I leave it. The staff is really nice… with Ben being one of my favorite friendly helpers. I get detailed information when needed about what is being done and the guys are always good with an estimated promised pick up time. Ben always keeps me in the loop about coupons and deals which is nice because once the covered maintenance plan runs out, things can get a little pricey. There is a awkward waiting room if you’d like to wait for your vehicle which has a tv for your viewing pleasure or you can cross the street and go shopping at Target. For a basic oil change, tire rotation, topping off fluid, and inspection it will take about an hour and a half if you’re there early… Sometimes they even finish quicker.
Overall, I like this place. It’s very convenient and is trustworthy. I would recommend them as I don’t like taking my cars elsewhere. The crew over in services and parts as well as the body shop is also awesome. Thanks guys!
–Dianne

I will post this review for both Serramonte Ford and Quicklane the service department.
The Short version is: Don’t get your vehicle services here… the customer services they fail to provide should cost them patronage.
I have had a vehicle serviced by this location in the past without issue. I chose the location for that service as it was a major mileage service and I wanted to feel good about OEM equipment going into a vehicle I drive so much for work.
Yesterday I decided to get my other Ford vehicle an oil change and knowing the service department Quicklane suggests appointments, and that the service department was closed Sunday I visited the Serramonte ford website, clicked service, and used the online appointment system. I was happily surprised to be able to book for the next day (today) at opening (7:30am). So just to be safe, and ensure I was first in line (even though I did receive an appointment confirmation from the web page), I was there well before opening and was greeted by Carlos at 7:28 (2 minutes early… I was thinking a great sign). Carlos asks what I need done and i give him my name and said i had a 7:30 appt for a standard oil change that I had booked online the previous day. He then explained that the appointment wasn’t made because they aren’t open Sunday. What!?! WTF I can make restaurant reservations online and they are valid, I can order something online and pick it up in a store and that order is valid. How can a dealership represent an online appointment tool to schedule a service appointment (including a worthless confirmation #) and then not honor the appointment? Not the fault of the fella working behind the desk, he did not design an asinine online booking system that is not not actually tied to any reality. He didn’t offer exceptional service nor understanding of my frustration… but I could forgive that as I was pretty disgusted by the ridiculous reality that my online appointment was not going to be honored… he did let me know i could leave my vehicle all-​day and that they would get to it by the afternoon.
What!?!, I’m first in line of 3 customers at 7:30 opening… this must be the busiest service department ever!
The service advisor could have been a better but my frustration is not with him at all. I am totally shocked that in a day and age where you can use your mobile phone to order a pizza for deliver, that a dealership would have the gall to represent «online appointments» as a service to customers and have the reality be that that appointment is not really booked until a manual process is completed. That is crazy!
Here is a free piece of business help… avoid another pissed of customer ranting about how your system sucks by making a few easy changes. Program the system to only allow appointments +1 working day. That simple change would allow enough working time for your manual appointment setting process your present online booking requires. If nothing else put a disclaimer in that states these appts are not confirmed until done so via email or call from the service department… anything is better than shitting on the expectations you set up for your customers by setting up this shill of a online booking. I’m still wondering what the hell my confirmation # confirmed!
What may be worse… if my online appointment info will be used as data capture for future marketing … Oh boy you will love my response to that when it comes.
Just fix the site to prevent this, if nothing else put up some kind of disclaimer.

I’ve come here for years for a variety of maintenance and repair matters and have always be satisfied. I’ve found that the prices have been reasonable for repairs and tires and that the staff has been friendly and helpful.
Approximately one trillion times better than Firestone at Serramonte.

Complete idiots, it’s the only way to truly describe the kind of sub-​humans that work at this location. When your job is to take appointments over the phone after contacting customers, maybe you should figure out how to actually write it down.

I have been bringing my 2007 Escape Hybrid here for service for 5 years and have no complaints.
I always make an appointment and have even been able to leave my car there over the weekend when I am out of town.
Carlos Alcala, a service advisor, is great and really come through for customers.

Very nice ppl in there but service sucks, everywhere oil change 15 min, serramonte ford 1 Hour? are you serious ?
Bought the car and made a mistake of getting service for a year, never again serramonte ford service sucks.

Horrible! This is supposed to be a drop in, quick service option yet every time I go there, they tell me that I should’ve made an appointment! Plus they’re pretty rude about it. They seriously need to post that you need to make an appointment and take the «Quick Lane» sign down because that’s not how they operate at this location.

Usually set an appointment a week in advance and still takes a minimum of two plus hours to get an oil change. Twice they’ve forgotten to «trip» the switch and a couple of weeks after the service the light on my dash tells me that I need a oil change soon. Also, the windshield sticker saying when the next service is due has been either gibberish or erroneous on several occiasions — and all this is in just over a year and a half since I bought my vehicle from them. Needless to say, I’m looking for another place for my future service needs.

Went in for an oil change and front brakes. Turned out front brakes were at 60%, so no need to replace. Instead, they charged $ 25 bucks for the «inspection». Ended up paying well over $ 50 for what in the end was a simple oil change.
I think that’s poor pricing, to say the least. I won’t be back, and suggest you look elsewhere. They’re looking to nickel and dime you.

I have been using QuickLane at Serramonte Ford for some time now. And they do good service for the price. What they offer are the basics from tire rotation to regular maintenance service. Bigger jobs (like major engine service) goes to the regular service center. They are good about telling you the expected costs, check with you if they find something wrong, and depending on time of day can be quick. Although appointments are not required, you can make them. Appointments get a priority as walk-​ins have to wait until the mechanic is finished. Best time is early in the morning. Afternoons can be a headache at times. Serramonte Ford has a courtesy van so you can be taken to BART or someplace nearby (within 5 miles).

The staff is generally pleasant but quick turnaround should not be expected. Avoid quick lane if you have to wait for your car and do not have other transportation. I sat waiting for my car for over 5 hours for an oil change and rear brakes.