Polestar Marin

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  TONY C
2 months ago
On Dec 26, I bought a 2021 Polestar 2 "Certified Pre-owned" with 15,xxx miles.The car fax was clean, and Polestar Marin mentioned no issues other than it used to be a rental.When first seeing the car it looked good. No obvious issues other than the normal wear from it being used. I take the car home, and a few days later I washed it and thats when I noticed sanding marks on the drivers door from previous body repair that was done poorly. There are small pores from improper repair. I brought it to their attention and was basically told it was my problem (not verbatim). I have asked for copies of their inspection and have yet to receive anything. They also said that they rely on the Carfax which seems to me like they either dont do good inspections on their "Certified" preowned cars or they do none and say well car fax says its good to go.I say all this to say, make sure you get a thourough inspection and dont trust that you are getting quality just because it says "Certified" preowned.Also the car is scheduled to go in for warranty repair on front right suspension noise at polestar san Jose, and they are not willing to pick up the car for service. Polestar website says up to 150 miles pickup and delivery but they will not honor that. Im 60 +/- miles from polestar san jose and they will only do 20miles.Not impressed with the Customer disservice.Update: Jan 23,2024I Spoke with Diana Kennedy,Not sure why we needed to talk if all Diana said was the same thing as their sales guy, they will not help correct the issue.All Diana stated was they they could not do anything about the bad body repair, Diana explained their process which is very suspect, their technicians do a "Visual check but cannot make any recommendations outside of their expertise" and they rely on carfax.What this sounds like is that they have a multipoint inspection that they just check off in order to say the car is "Certified Pre-owned" then mark the price up, and sell you a car that is not in good condition. Shady Shady Shady.The complete conversation was me explaining the issue, and Diana saying theres nothing they can do to help, and a brief explanation about the "certification" process.I asked again bout them not being able to help, and received confirmation that they would not help.I then expressed that there was no need to continue the conversation since nothing is going to be done anyways.The call was 2min 42second long.Please make sure you check your car thouroughly, and good luck with polestar customer service, if you find their customer service, help me out and point me to their direction because they seem to be missing.I am also having issues with warranty repairs but through Polestar Palo Alto.The polestar website says pick up and delivery upto 150 miles, but palo alto will only do 20miles. This was part of why I bought the car and "certified" preowned. But they will not honor that either.I am not one to post reviews but Polestar so far has been nothing but a pain and people need to know how bad it is.I Should have stayed with Japanese, or Korean car manufacturers, or even the Big 3.Goodluck for those that buy from here.

  Hepatightass TTV
7 months ago
My family and I have owned a 2021 Snow P2 that we got from Polestar LA since 12/2020. We love the car so much and put 90k miles in that time. But it was the only vehicle in the household, so I was looking to add another one. Found a really good deal on a 2021 CPO Magnesium P2 and jumped on it. Being from LA, I asked John if they'll ship the vehicle down to me and they did. Throughout the transaction, John was very courteous, quick to respond, and accommodating which made the whole process seamless. You can definitely buy with confidence and 100% recommend John and Polestar Marin.

  Darrell David
5 days ago
After having this for 2+ years. The car drives, BUT if I could turn back and purchase another EV, I would. Parts alone and maintenance can take MONTHS, so while they provide a rental, you are continually paying for car that you are not using. Had TCAM issues and it took 1 month to resolve, had another TCAM issue, took 1 month to resolve again. Involved in a fender bender hit and run which they scratched my headlight and bumper (cosmetic damage). Waited 8+ weeks for them to send the bolt on part. In addition, there are ONLY 2 Polestar certified body shops and repair places in the entire bay. NOT worth the headache if you need a vehicle for work/life etc. Trading for another brand.

  Craig Huff
a year ago
My purchase with Michael at Polestar Marin was excellent. From the first day I put down my reservation to the pickup process, Michael was professional, attentive, and kind. I appreciated him checking in from time to time with me, making sure my reservation was the exact car that I was looking to purchase, and answering all of my questions in a timely manner. Even a small issue that appeared on the car after I had purchased it has been followed up by Michael, and he worked with me on a solution for that.I can say that after each of my interactions with Michael and others at the Space, I always felt reassured of any questions I had and knew that I had someone who was working his hardest to make sure I had the best experience with getting my Polestar.Anyone that I talk to that is interested in a Polestar has my 100% recommendation for the Marin Space and, if they re lucky, Michael specifically.

  Dillon Yost
a year ago
Only good things to say about Polestar Marin. It's definitely different, and way more straightforward/honest, than a normal car-buying experience. We worked with Jorge, and he was professional and transparent throughout the entire process. Polestar isn't pushy about selling unnecessary add-ons like dealerships are. On top of that, they actually have a great selection of cars in stock on the lot. We ended up going with a 2022 Polestar 2, and it's been incredible so far.

  Jonathan Gomez
3 years ago
Great place. Knowledgeable and friendly showroom team. They never pressured me, they asked all the right questions and made sure I had a great test drive experience. You have definitely made me believe in the product and brand.

  Matt Jarvis
a year ago
One of the few dealerships around not marking up their vehicles above MSRP! Janice and Kirk were fantastic to work with and got me into an amazing vehicle quickly, especially in these crazy supply chain times we're in. Had one snafu that delayed things a bit more than they could have been but Janice worked especially hard to make up ground and get back to the original timeline. The vehicle is really something else; would highly encourage others to book a test drive.

  L Karkazis
7 months ago
I had a problem with pairing the app with my car and visited the dealership. John Brewer provided me with the most fantastic service. He pair the app and thoroughly explained all the features of the app.Thank you for the great customer service experience!!!!

  Mark McMillan
a year ago
The Test Drive, coming to my house, set a completely different tone to a car buying process. Also, John did a great job making sure my car was ready with the ceramic coating. John was great and took care of me through the process. And what he said he was going to do -- he did. The car was ready when he said it would be which I greatly appreciated because I was in a rental and I am super busy with work. I was nervous about such a big purchase and John listened to me.

  David Simon
a year ago
Our sales representative, Michael Muela, was exceptional from start to finish. He expertly guided us through the entire process in an efficient and painless way. Traditional car dealerships do not have a good reputation, but our experience at Polestar Marin was completely the opposite, and this was completely due to Michael. We are so grateful for his help. We will be happy to steer anyone we know interested in a Polestar in Michael s direction.

  Sanjay Basu
3 months ago
Horrendous service. Can t get through and then when I get a tire fixed they break off part of the bumper. They never call back and it s impossible to schedule a repair

  s m
11 months ago
We purchased a Polestar in July 2022 and got rid of it (at a significant loss) within 9 months. It was an over-priced, under-developed and disappointing experience. Some things to consider before throwing down:1. Our car lost 50% of its value with only 10k miles. We asked Polestar Marin to buy it back and they told us point blank there is no re-sale market for used Polestars. So after paying $75k for the top trim, they offered us $38k. When we attempted to trade at other dealers who would call Polestar Marin to ask for a a value and it kept sinking lower. Ultimately we traded the car at a loss and it seemed true--no one wants a used Polestar.2. Polestar promised a lot during the buying process (easy service, concierge if there are issues, etc). None of this came to fruition. When I scheduled an appointment at the Volvo service point in San Rafael to have multiple issues investigated, the service center was booking appoints ONE MONTH out and couldn't offer concierge service. I had to rent a car. Additionally, my car was at the service center for over one week and was returned dirty and not fully put back together. They agreed to credit me a signifiant amount in an apology. It wasn't the white glove service Polestar promises during the buying process.3. Polestar's customer service is disorganized and unresponsive. When we call or emailed support, it would sometimes take days/weeks to receive a response. Often information is conflicting. Communication with Volvo financial services (Based in Mobile AL) was similarly disorganized and they have still yet to credit us for apparent over payment of the account claiming they "don't have records." They've requested we "fax" them a letter requesting a refund. I haven't seen a fax machine since 1996.4. The car looks great, but unfortunately its internal systems felt rushed to market. The driver assistance features continually malfunctioned on the highway (including lane assist the tends to bolt into other lanes). I had the brake discs and rear parking brake replaced within three months because they were faulty, missed work multiple times because the charging schedule doesn't function, had to reset the tele-comm module on a daily basis. The power in the engine is great, the handling is like a dump truck. Visibility is extremely poor, the cabin cramped. And the range that Polestar advertises is under absolute best conditions. We travel frequently long distance to Northern CA and would drain the battery entirely traveling just 165 miles. Think about that promised 256 mile range reduced to just 165 miles.When we expressed all our concern and frustration to Polestar they didn't respond. Stephen at Polestar Marin wasn't helpful. In the end, we lost a lot of money on this car but feel relieved to have it out of our lives. Check out the Polestar user forums before purchasing and purchase with caution. The folks at Polestar Marin will give you an experience like going to the Apple Store. But this product will disappoint.

  mike Stough
2 years ago
The staff (especially Michael) were so knowledgeable about the car and were also very patient with all of our questions and emails. We visited the space 3 times before making the decision to buy the car and each time, it was such an informative, no pressure conversation with everyone there. By far our best car buying experience ever. Polestar Marin sets the benchmark for what a car buying experience should be like.

  Bob T
2 years ago
I came in with my brother shopping for his first car, and I was blown away by the entire experience we had here.We spoke with Jorge and Kirk, and they made the experience an absolute joy.Kirk gave us a warm welcome, guiding us through the immediately relevant information quickly, efficiently, and in an exceptionally friendly manner.After that, we moved on to a test drive with Jorge, and I can confidently say that I have never met a more knowledgeable and put together representative while shopping for cars. Every question was met with an immediate, confident, and thorough answer.Not only that, but Jorge took us on a carefully planned route, demonstrating a variety of driving conditions. Along the way, he demonstrated the software features of the car in a smooth and intuitive manner.Even more impressive was the patience with which Jorge handled by brother's inexperience as a driver.Every aspect of the experience was equal parts welcoming and efficient. I could not have hoped for better.5 stars is almost not enough

  Reza M
a year ago
Stephen, the Space Manager from Polestar reached out to me a few times over the past month. My previous experience with Polestar San Jose was horrific, but I thought maybe things changed with this new Space Manager.However, that s not the case. Polestar continues to employ individuals who show no care to the consumer. It seems that Polestar only wants initial sales and to not keep current owners happy.Stephen seems to be very combative and defensive. It s important as a Manager to listen, learn, and improve upon the customer experience. A Manager is supposed to not only have the best interest of the company, but the best for the customer. Communication and care go a long way.I started to look into Polestar again after my initial contact with Stephen. I wanted to purchase a Performance model. Nonetheless, I m glad his true colors showed.Polestar still needs to work on the overall customer experience with an emphasis on service and kindness.

  Tyrone Valdez
2 years ago
I bought my first electric vehicle through Polestar Marin in early December 2021 (prior to their grand opening), and it was a very positive experience, overall.I attribute most of my positive experience to the sales specialists I worked with (Spencer and Jorge); they were genuine, friendly, and patient with me in answering any questions I had about my Polestar 2 and the purchasing process. I didn't feel like I was being taken advantage of at any point, and they made sure to follow up with me after each step, including post-handover.The showroom itself feels very "Scandinavian," which I appreciated, with the focus very much placed on the vehicles themselves, and the light/space the vehicles occupy; I felt very comfortable there.I only had a couple issues I ran into in regard to delivery (my vehicle came with the front plate already mounted; I was planning to install a third-party mount post-handover) and paperwork (I am still waiting on copies of invoices and documents I signed on delivery day, though I have been informed those are on the way).If I buy another electric vehicle in the future, I won't have any hesitations going back to Polestar Marin.

  Meaghan C
2 years ago
The car is great! 3 months in and I love it more every day. The dealership experience not so great. Just discovered that they got my car registered but failed to provide my car insurance info to the DMV so my car is not registered. That s a $14 fine and a date with the DMV. This was after they (Janice, I m looking at you) failed to email the sale documents for the car to me. After waiting several business days, I emailed, got a reply (yes!) but still no documents attached (boo!). Janice is personable and knowledgeable about the car but not likely to return your calls (left voicemail on Monday, no answer, visited in person on Saturday and asked if she d gotten my message oh yeah but I m off Tuesdays ?).I do recommend the car! And it s nice that they let you test drive it on your own. Wish they were more competent at the dealership but the car is worth the hassle.

  Sandra Weese
a year ago
We like the car, with the exception of the Google interface/infotainment center. Apple Carplay is so much more efficient, user friendly and reliable. Our salesperson told us that an update would provide Carplay access soon, but in following up with the service department we were told that is not the case. The sales and service experience are not what we have grown used to having dealt with Mercedes and Audi for the past many years. Another example is that when the dealer submitted our registration they gave the wrong address - it was a combination of the addresses of both of our homes. So, when we applied for our clean air vehicle decals they were sent to an address that doesn't exist. We contacted the dealership repeatedly and asked them to remedy these issues but they were not very responsive or timely. We expected more from a Volvo company particularly at this price point.

  Renee Benson Stromsness
a year ago
Kevin was extremely knowledgeable and helpful. He worked with me to get me a car on my timeline. I appreciated the straightforward experience without the sales pitch. Love my Polestar 2 so far!!

  Lap Nguyen
a year ago
This review is for the incredible service I received from Michael Muela at Polestar Marin. I never knew about Polestar electric cars before until very recently. I only knew that they were the performance arm of Volvo, and was not even aware of the existence of the Polestar 2. I began reading up on the car, watching YouTube videos and quickly fell in love with the story, design, and the performance of the Polestar 2. Shortly after, I scheduled a test drive at a different Space and the car was everything I expected it to be and more. However, the level of service I received from that Space left a lot to be desired and did not meet the level of excellence the car delivered. I put down a deposit anyways for October 2022 or later delivery date but figured why not call around to different Polestar Spaces. When I called Polestar Marin, I was greeted by the friendly and cheerful voice of Michael Muela. He had a great positive attitude, extremely patient, responsive, knowledgeable, and was immensely helpful. He carried that tone from our first encounter on the phone all the way to when I was driving my new Polestar 2 out of the showroom. It felt like I was purchasing a car from a close friend who had my best interests at heart. This would be the 7th car I have ever purchased, and all the salespeople I have worked with in the past have all destroyed any momentum from the excitement of a new car and left a bad taste after the sale. Not Michael; he made sure I was happy and taken care of every step of the way without skipping a beat. Thanks to Michael, I am ecstatic about my new purchase and have high confidence in Polestar as a brand. If Polestar continues to build solid EV's with people like Michael behind the brand, I have no doubt they will dominate the market. Thanks again Michael, I truly appreciate all your help.

  Tom Zhou
a year ago
Good picking up experience. The dealership sent a Lyft to pick me up. It is a smooth experience.

  Ben
a year ago
Stephen, the Polestar space Manager is extremely condescending and rude. If you purchase a Polestar, keep in mind that you won t receive any kind of support after the service. All of the Bay Area service stations (Volvo Palo Alto and Volvo Cars Marin) are backed up with vehicles.Polestar needs to really look into resolving issues with their cars since they can t properly provide customer service. They ll only respond and care for you if you re purchasing, so keep in that mind when they re nice in the beginning.

  Lawrence Ma
a year ago
The team here at Polestar Marin is top notch, their customer service goes beyond what one might expect from a car dealership. Kirk, Janice, Kevin, the list goes on. Each team member is so attentive and courteous, I honestly could not give a higher recommendation for this space. Thank you all for the great experience!

  Arshi Kour
a year ago
Excellent service. I was unable to pick up my car & Sergio Ruelas personally drove it to me. He has been super helpful throughout this whole process & answered any questions I had. I m so grateful to have had such a smooth experience buying this car!

  Greg Manzano
a year ago
Customer Relations were beyond expectations because of their sincerity. I truly felt like everyone involved cared more about my experience than a simple sale.

  Marc Hedlund
a year ago
Michael Muela was fantastic to work with and a huge help throughout the process. The dealership was very easy to find and everyone I interacted with was great. The car walkthrough was comprehensive and helpful. And I love the car.

  Bart Saling
2 years ago
Awesome vehicle! Awesome experience! Our sales person, Michael Muela, was courtesy, patient, and knowledgeable. He made the whole process of purchasing our Polestar 2 easy and painless. Thanks Michael!!!!

  Packroy Liao
2 years ago
Ordered my car online, originally I was told it would be 2 weeks to receive my car however I was able to pick it up next day, Janice was super helpful and accommodating, best car buying experience I've ever had, no markups, no bs, just show up sign the papers and you're on your way!

  Mason Matlock
2 years ago
Dealing with this place has been a headache nearly from day one. Communication has been abysmal which is especially problematic because I purchased from out of state. Every step along the leasing process I had to call and call to get anyone to proceed to the next step of the process. Now I have had my car for nearly 4 months (love the car itself) and I still don t have actual plates on the car because no one can seem to track down the title of the car to send to Washington state DOL or give me a clear answer as to what the problem is. I have contacted the leasing company as well and they don t have the title and tell me that the dealer has to file for it. I am having to renew my temporary tags every 60 days because the Washington DOL has to have the original title in their possession. I m so frustrated.UPDATE: Something went wrong with the documentation on the car early on in the leasing process. I m not sure if something was lost or what exactly. The dealer did eventually (after leaving this negative review lol) file the paperwork that was needed to get the title sent to the leasing company and then to the WA DOL.

  Bri Jones
2 years ago
my PS2 started making a very non-typical whirring/humming noise that gets louder as i accelerate. i ve been calling polestar marin and leaving messages to schedule a service appointment for 7 consecutive days and i have yet to talk to a person or get a call back. i can t express how extremely frustrating it is to get zero response from them despite 7 days of continual calling/leaving messages. i ve even called the polestar 1-800 number. they answered, tried to call themselves, they got vm too. they committed to keep trying but i haven t heard any updates on that track for 3 days nowNote that Polestar very quickly responded here to a negative review stating they got in touch with me (but they have not). Obviously PR is more important than actual service.