AutoNation Toyota Cerritos - Service Center

I've been bringing my corolla to this dealership, and this dealership ONLY, for the past SIX years, and only recently has the service here gone down the toilet. I brought my car in August 11th for an oil this dealership ONLY, for the past SIX years, and only recently has the service here gone down the toilet. I brought my car in August 11th for an oil change and new brakes. Shortly after dropping off my vehicle, I got a call saying my brakes were "after market," which was funny because this dealership had done my brakes two years before. I pointed that out, and the guy simply said oh, you're right. I went to pick up my vehicle, and my brakes had been comp'd. I didn't ask for them to be comp'd and they didn't need to be comp'd if Sattya simply misspoke about my brakes being after market. But then, the cashier told me some pointless story that they had mistakenly replaced my brakes when I was only there for an oil change, so they were free (if she was bright enough to look at my receipt, she would have seen that my appointment was scheduled for both brakes and an oil change). So a month after having my brakes done, I start to hear a grinding noise everytime I use my brakes. I took my car in this past Saturday, October 13th to have this issue resolved. I had an appointment for 11:30. Typically after I drop my vehicle off, I get a call saying that the issue has been identified, and I need to allow the service to be done, and I also need to be made aware of the price for my vehicle service. Well, three hours after dropping off my car, I hadn't hear from Chris Carillo. I called the dealership once and was transferred to the wrong person, and then hung up on two more times. Still nothing from Chris. I called back two hours later, it's now 4:30pm. Chris called back at 4:45 saying everything was done with my car and the grinding was resolved. Funny, I was never even informed what the problem was, how much this would cost me, and I didn't give approval for anything drastic to be done to my car. I went to pick it up at 5p, when Chris informed me that all they did in the nearly SIX hours they had my car, was clean the front and back brakes. No charge to me. At this point I'm beyond annoyed, I'm a mechanic daughter and I know that brake cleaning shouldn't take more than an hour to complete. I go to leave, and at the first red light I hit, I hear the grinding noise from my brakes. So, nothing was resolved AT ALL in the Six hours my car was at the dealership this past Saturday, on top of there HORRIBLE customer service. By the way, my rotors are glazed because the service staff never rotated them back in August before putting my new brake pads on. Not that hard to identify. More

The problem first started when I took the truck in on June 21, 2012 for regular maintenance. I advised the service technician (Brandon Aterrado) of a sound I was hearing toward the back of the vehicle June 21, 2012 for regular maintenance. I advised the service technician (Brandon Aterrado) of a sound I was hearing toward the back of the vehicle when driving at highway speeds. I was told nothing unusual was found, and the noise was probably being caused by stuff I had in the back of the truck. I was also told I needed to purchase front brake pads, which I did. However after the brake pads were purchased & installed at Power Toyota Cerritos, I noticed a screeching sound when braking. I returned the truck to address these problems (both the screeching and the original sound) on September 17, 2012 and I was first assisted by Margaret Kang. Although my appointment was for 10:15 AM, I arrived at about 9:30 AM. After being there for three hours, Margaret told me the screeching sound was being caused by inferior brake pads being installed the last time (in June 2012) that I took the truck in for service. But Brandon never told me this would happen, or that the brake pads were of inferior quality. Margaret then told me they would be replaced at no charge. She also said the noise I kept hearing was due to feathering on the tires because of the wheel alignment being off. I advised Margaret this should have been addressed the last time I brought the truck in. I understand wheel alignment issues can be caused by things such as potholes, but this noise I was hearing was already there since my last visit, and all I wanted to know is why it was not diagnosed in June, some 3000 miles ago, when I had already brought it to the dealership’s attention. After another three-hour wait, I searched out Margaret and she advised me they had no record of me purchasing tires there and that my tires were from 2008. Even though I did not have the paperwork at hand, I know for a fact I bought the tires there. Margaret then referred me to a manager named Greg Balbier. I walked in to Greg’s office and he never introduced himself, state his title/position, or even offer me a seat in his office. What he did do was talk over me in a condescending manner and challenge me to produce proof that I had bought the tires there because according to him, the system did not indicate they were purchased there. Greg was both argumentative and contentious in his tone. He never let me finish a sentence, and was quick to interrupt whenever I did manage to get a word in. When I asked for his card and for the number to the Corporate Office, Greg gave me his card and said, “They” would give me the corporate number. When I asked who “they” were he stated, ”Margaret”. At best, he was belittling and condescending. At worst, he was completely rude and totally unprofessional. I ended up in tears at this point and just wanted my truck back. I then called my husband and when he showed up, we were taken in to another office where “Matt” quickly pulled up the tire purchase that Greg was never able to find. We again got nowhere with either individual regarding the obvious lack of customer support and respect that were being demonstrated. Both Matt and Greg continued to insist that they were at no fault for failing to diagnose the problem back in June, and an apology was never offered for the offensive tone they were taking, or for why I was again in tears. They offered me two free tires and for me to pay for the other two, as tires are only replaced “four at a time.” My husband made it clear we are professional people and our intent is not to “get over” on anyone, but just to be treated fairly and with respect. At this point, my husband asked if this is how they want the customer interaction to end with a client who has been loyal to Power Toyota Cerritos for eight years. Their response was a flat, “Have a nice day.” We then left the dealership (at approximately 4:30 PM). A full seven hours after I pulled up. My main issues are: 1) Why was the tire “feathering” never properly diagnosed the first time I took the truck in (back in June 2012) when I was obviously already hearing the noise? 2) Does Toyota make it a practice of first installing “inferior” parts and then hoping the consumer doesn’t come back with a problem? 3) Don’t all employees have access to my services/sales records? Why was I made to feel like a liar by Greg Balbier, when the purchase of these tires (at Power Toyota Cerritos) was indeed in your system the whole time? 4) Seven hours to have a pair of brake pads replaced. Really? 5) Greg’s snide attitude. This was the final straw in me deciding to never again do business with Power Toyota Cerritos. It is my hope that this correspondence will prevent another customer (male or female) from being made to feel demeaned at this dealership. I respectfully thank you for your time. More

I brought my 2006 Toyota Tundra into Power Cerritos Toyota to get my AC system checked out because it was working on and off. I made the mistake of buying my truck from a non Toyota dealership that did Toyota to get my AC system checked out because it was working on and off. I made the mistake of buying my truck from a non Toyota dealership that didn’t thoroughly inspect the truck because what came next was quite a surprise. While my truck was in for the AC the service department inspected my suspension and found that all 4 of my ball joints needed to be replaced and my transmission mount was broken. One of them actually only had about a milometer left before it would have totally separated and would have caused a disaster if I had been driving down the freeway. At this point I was panicking because you know how most repairs on a car are but surprisingly enough that cost was no where near as high as I thought it would be. I had all four ball-joints replaced, my transmission mount replaced, AC fixed and I still had money leftover for Valentines Day!   After my truck was done I came in to pick it up and as I drove off I could feel a tremendous difference in the ride of my truck. I always thought that the rough and rocky ride was from the lift and the mud-terrains that are on my truck but now it drives so smooth, there is absolutely no vibration coming from my transmission and when I turn I don’t feel the sway in the truck anymore. It feels like a brand new truck!!   Thank you Power Cerritos Toyota for the great service, great price and not only did you make my long drive to and from work smooth you made it safe. If your sales department is anything like your service department I will be buying my next car/truck from you guys.   More

This review is for service from Power Cerritos. Notice I have one for sales and one for service! ;) Okay, so we purchased an alarm for the Yaris. We were told it would be 48 hours from the time we drive o have one for sales and one for service! ;) Okay, so we purchased an alarm for the Yaris. We were told it would be 48 hours from the time we drive off until we receive a phone call to set up an appointment to schedule for installation. Well, it took over a week and that includes my girlfriend calling twice and me e-mailing Maria Gamino, who I think really got the ball rolling. *Thanks for her* 'Cause shortly after I sent the e-mail, my girlfriend scheduled her appointment. We came early to the appointment and were greeted by God knows who- and it wasn't a greeting really and there was no introduction. It should have been Trevor, but he was busy. They told us it may take up to three hours, but luckily it took them about an hour. Thankfully, there's a Lucille's Barbecue around the corner. So if you, for whatever reason, do decide to get service here...go there to eat! Mmm-mmm Hooey! Once they finished, they did promptly call us but no-one really gave a quick walkthrough of the system. Hence, the poor marks on Customer Service. They should really step it up a few notches over there. Needless to say, my gal wants her service at Penske from now on- 'cause they give carwashes with major services. More