Recent Reviews from AutoNation Toyota Cerritos

Took my car in this morning for routine maintenance (oil/filter change, lube, inspect battery, tires and brakes) and was given a laundry list of very expensive things it supposedly needed. When I declined to have those things done because I knew the car didn’t need any of those things done (they had been done in the last 5 years), I felt like I was retaliated against because when my car was brought around front to me, the “check engine” light was on when I started the car. I turned off the car and found the service tech and told him the light was on and it wasn’t on when I brought the car in so it shouldn’t be on now. He drove the car to the back and in less than 5 minutes was back and told me that the check engine light was on because my smog sensors were going bad and that it would cost me $350 per sensor to replace both sensors and the car probably wouldn’t pass a smog test until they were replaced. I told the tech that I had a smog test done in April (just 3 months ago) and my car passed the smog test on the very first try. He then said, oh okay. You will be okay for 2 years. He obviously told me a blatant lie and I nailed him. Also, why didn’t the mechanic notice that the “check engine” light was on before the car was returned to me and why wasn’t “replace smog sensors” on the laundry list of things that were supposedly wrong with the car? I certainly smell a big rat and want to warn people about the scam going on at Toyota of Cerritos. I will never take my car to this place again. I wrote a letter to the service director and when she called me back, she was immediately very defensive instead of trying to understand why I felt the way I did. This does nothing to resolve a conflict and only raises more red flags and makes an unhappy customer feel even more justified in how he/she feels. When someone is immediately on the defense, it screams guilt as far as I am concerned. She then said that I could bring my car in and she would show me the codes but a diagnostic test would have to be done to determine what the real problem is. I thought, “are you kidding me. Why wasn’t that done while my car was there?” I went to a mechanic who a friend recommended and he fixed the problem immediately for much less.

Donna Smith Jul 29, 2018

I’ll try to be unbiased about this review but it may be a little difficult. My wife spent 3 days during the previous week trying to contact this dealers finance department. After the weekend, she asked myself to try and resolve an issue with the dealers financial department because she would be at work all week (an OR nurse) and I’d be leaving for work the following day for some time. So, I woke up Monday and begin trying to contact the finance department (having to go through service representatives first) and kept getting bounced around all day. By the end of the day (COB) and never being able to contact one single person in the finance department to resolve a must-complete issue, the customer service rep answered the phone with just “mhmm, hmmm?,” but in a very snotty and sassy attitude that would really go against proper and professional business etiquette. She then instantly transferred me to some random desk, again, without even speaking to me. This happened basically all day though, many of the reps just transferring me to random desks because they saw it was the same number calling for the finance department. I was looking to speak to a human in the finance department and almost everybody, especially the customer service reps who were supposed to answer the phone began to just transfer my number to random or the same desks without even speaking to me. Finally, I was transferred automatically without speaking to someone after several attempts to talk to a gentleman at the internet sales department (I believe) and he was the saving grace that helped get me to a human to speak to at the finance department and apologized for the disrespectfully attitude of this lady. However, the other reps were nearly as bad. After seeing me call and being tossed around to random desks they just stop answering my phone, not because I was rude to them or anything but because they just saw the same number calling and assumed that it would be much easier for them to transfer me to wherever they felt was appropriate so they didn’t have to deal with a customer who had been trying to get this resolved for over a week. These customer service reps need to understand that it isn’t about themselves, it’s about the customers. They have no idea what kind of scenarios are going on in their customers lives that can warrant such immediate scenarios and how being rude and ignoring your customers by sending them to the same or random numbers that just go to voicemail makes it very problematic to resolve anything. It took me roughly 6-hours to speak to someone other than the people at customer service rep desk (these people recognized my phone number and begun just transferring me instead of speaking to me) to the same numbers over and over again...not evening bothering to ask or speak to me if the numbers they were transferring to had people sitting or working there; eventually leading one lady to answering with “mhhmm, hmmm!?, and nothing more.

John Cartwright Jun 12, 2018

The person I was connected with - was not a dream to work with. When I came in he was courteous and showed me the car I wanted. I thought he was chill because he was super passive. I knew what car I wanted and did all the work inspecting the car myself. After googling what the tire tread should be I said the front two tires needed replacement...and he had to agreed. I guess Auto Nation was trying to pawn off this car with two bad tires (literally-illegal-to-drive-with-bad)? Once I determined I wanted the car I was set up with the always shady person in the back -- who tries to sell you all that extra insurance you DO NOT NEED because it doesn't cover normal wear and tear -- and since you have to have car insurance to drive in CA, there's literally nothing additive to what they're pushing on you. Don't do it. Also, you have 5 days to legally return the car no questions ask -- but they still try to sell you something that gives you that same privilege. All car sellers do this, so this isn't particularly a rap against this place, but this bogus practice that needs reform. Then the guy who sold me my car started treating me very rudely. He suddenly wasn't passive, he was over it. Clearly he'd already made his sale, so he would make me wait forever, just to get the keys. He acted like it was a huge inconvenience to get me the car I just bought! When I asked why he wasn't upfront about there not being a 2nd key to the vehicle he freaked out on me and was totally aggressive. He was trying to gaslight me into thinking I was putting him out all this time and effort -- when I did all the legwork and was just asking why he didn't tell me something? When I finally got in my car, he aggressively tried to start erasing the old owners information and I just told him to go back to his current clients and not to worry about it - I can delete the old bluetooth info myself, dude. Stop acting like I'm wasting your time. Finally got home and turned off the car and a warning light flashed -- apparently the one key I did get is about to die from a dead battery. Not cool.

Gigi Swift Apr 24, 2018

worst experience with dealer again. Very unprofessional sales person lied each and every step to sale the care and manager James is abusing terms 5 days return policy. Not telling customers details about the car and after wasting 5 hours on purchasing process he just simply tell you return it if you are not happy. All I have asked for one missing key. They should have told me in advance that this car come in with only one key and I should have change my mind before went through all the process. He is the manager but tells sorry I had a new person and he should not have done this or that and now I have to pay another $300 to get extra key. It was so messy over there they don't know how much longer it takes to complete the purchase. Customer service is horrible, if you are asking how long does it take they just pointed it out each other but no body giving you exact time. If you are dealing with same stuff same day why they can't tell this should take this long, you can come back around this time. That way we can manage time for our dinner or lunch. I was there 5 pm and sales was final around 6 and finally around 10 finance guy call me we will be done really quick. We were starving till 10 o'clock for nothing. If they have told me little bit about timing I should have manage something. Finally very unprofessional sales person, Ahamad about to hand me key and there were only one set of key and told me we misplaced the other set of key and I will contact you within 48 hours. It was over 10pm night and I was hungry and had little sympathy over that kid and come back home. After that he never bother me to contact, when I called next day evening he told me he is really busy and will call me later on but didn't call me at all. I called back him on next day evening he just started saying there is only one key for that car and that is how it was priced and I don't have any key. He was laying one after another, sometime he was saying key was with me all the time with me during the finance time. Later on I have asked him about the stain in the car, he was saying I have asked for service man and he couldn't do anything. How come key was with him all time and when service man looked at the key. I have also noticed during the finance time they replace the tire with used one, that was painted around the wheel. Car was without any gas and when they took the car for little bit car he had dent the bumper car at gas station. Never should have trusted this sales person and don't wait until this issue goes to Manager. Manager James even worst to understand any situation.

RABI KHADKA Mar 4, 2018

Autonation Toyota Cerrtios Since September of last year (its now February), I have been doing my due diligence researching car brands, makes, and associated recalls, costs of repairs in hopes that the car buying process would be quick, easy, and painless. I was drawn to the Cerritos location due to a particular car being on sale with low mileage but was curious as to why it was priced $1,000 over the KBB value and what my credit union appraised it for. Steven Ortega was the original salesman who was helping with the car but when he was out of the office on the day I went to test drive with my mom, Kent Huynh, sales manager, had Mina supervise us on the test drive. Mina was not only unpolished but he was unknowledgeable about the car, unprofessional in his approach of answering questions he did not know, and was disrespectful in his tone. For example: Before even leaving the car lot, I asked what type of oil (conventional or synthetic) the car took and his reply was “Whatever oil you put in.” Puzzled, I repeated my question but this time inquiring what the manufacturer called for on this car and he again responded “whatever you put in.” My mom was with me and sat in the rear passenger side and followed up my unanswered question with “how much do oil changes cost at your store for this car?” Mina said “$40-80. It depends.” On what? Race, age, gender, religion, occupation? Shouldn’t there be a standard cost to expect at your particular dealership? He replied with smart comments like “Ok.” “Sure.” We then asked if I could drive the car in more traffic areas to better test the handling of it. Mina replied, “You’ll stick to our test drive area, thanks.” Everything about our interaction exhibited terrible customer service skills. When we got back to the dealership, I had bad vibes about the car but wasn’t going to let an unprofessional sloth ruin my deal. I figured I’d speak with Kent, as he followed up with me after the first time I left the dealership. Sensing a trend here - Kent was, again, unknowledgeable about the car and wouldn’t attempt to search for the answer unless you asked three or four times. We asked why the car was valued 1k over KBB/Credit Union appraised value and asked to see what was replaced on the car – and it was just the battery. Kent was incredibly (and unjustifiably) proud. We told him of our test driving experience and he didn’t offer an apology, nor incentive to continue working through the deal. It was clear they do not want to sell cars – in fact, they did everything in their power to turn an already financed customer away. Kent laughed when we described our experience. We asked how many women worked on the floor at his location (maybe we could give the commission to a female instead of the slob who we rode with) and he said, “Well, we have Rachel.” ONE. ONE FEMALE out of FIFTY TWO SALES PEOPLE. When we asked him if he thought it was ok, he literally stood there, shrugged his shoulders laughed again. I ended up buying a 2018 Ford Escape SLE and had an INCREDIBLE experience at Sunrise Ford in North Hollywood. I wouldn’t wish my worst enemy to experience what I did. Toyota should reevaluate the training they put into their sales associates, as two misogynistic morons lost them a loyal, millennial customer who will continue to share my experience on social media and remember this when I or a friend, family member, or colleague mentions anything about buying a car. For the record, the Honda CRV or Ford Escape handles MUCH better than the Toyota RAV4 and does not feel/look as cheap.

Lauren Zanger Feb 17, 2018

*Zero integrity* I was always told to go to the fleet manager when trying to get a car from the dealer. I previously leased my first car with John Elway Toyota in Ontario, CA and had a great experience. When that lease ended, I wanted to get into another Toyota and was brought to Blake Boege at Toyota Cerritos in August 2016. All in all, I was not thrilled with the experience, but they offered to waive my over mileage and that was sufficient for me. A month later I was contacted by TFS (Toyota financial services) saying I still owed money and told them it was to be waived. I was advised that I would need to contact the dealer and have them pay the debt. I contacted Blake and he never got back to me. After a week I found a name on the paper work, Kent Huynh, where it said the fees were to be waived. I got a hold of Kent and he assured me that he would take care of it, this is September 2016. I never heard anything back and fast forward to 2 weeks ago and I get a call from a debt collector. The fees were never paid on my behalf, this dealership never honored their promise to me and I was left humiliated. Blake was contacted and he asked "why was this the first time hearing about it," when I had sent an email and voice mail back in September 2016. I also spoke with numerous people and all said they would "talk to Blake." In the last 2 weeks I dealt with James the Director of finance, Mark Bell in finance, I left a voice mail with accounting since Blake said "It is my day off today and I cannot help you, you will need to contact our accounting department," (the accounting department never returned my call, and finally Danielle Maynard the sales manager. Danielle was my last resort before I had to go plant myself at the dealer to get this resolved. She had nothing to say besides that she was sorry and low and behold the check was processed, but nobody had contacted me to communicate the issue was being resolved. I was left stressed and spending my time at work making phone calls to TFS, the dealer and the debt collector. My experience has been the most humiliating and inconvenient one of my life thus far. I have worked in customer service for over 10 years and this dealer was below par on so many accounts and I am sure there are other Toyota dealers you can go to that will service you better. In all honestly this has left such a bad taste in my mouth that I will never want to get involved with Toyota again.

Heather McFarland May 9, 2017

After reviewing many Toyota dealership, we decided to go with this one. Though AutoNation is huge, I believe that each individual dealership still have their own way of customer service. Well, to sum up our experience, first half was smooth and easy, second half was tough and rough. Salesperson did exactly what they were hired to do, explain the car functions, test drive, and go over pricing details. Now, as we move to the finance department, it was a long, dry, and exhausting experience. Well before all that, I do appreciate the fact that they read reviews. I left my experience on one of the reviewing website and they did get back to me. I was quite impress that they took the time and called. But my expectation was set too high. While they did call me and talk with me about the review I gave, but the things they were saying just goes one step further to prove that they do not listen to their customers. The person offered to take my car back, but I DO NOT have a problem with the car. The big issue I had was the customer service, the quality of it. We waited there for about 2 hours sitting down without a person coming by to let us know what is going on. We sat there until the sun went down and the accessory shop closed. Not a single person walked by and asked what is going on, there were a couple workers even watching the NBA. Well, pushing those aside, the call they gave me after I purchased the car is just awful. If you manage to read my review, then please take the time to ask for me opinion as well. The finance person called and said that " we will take your car back, we will take your car back." Once again, the problem was not the car but the service! After I reiterate this many time, the person goes "oh okay, i will talk to my manager and give you a call back real quick." I believe the call came in sometime Saturday afternoon between 4-5, Today is Thursday, and they have yet to give me a "quick call back." just lovely.

austin Apr 27, 2017

We purchased a 2009 Honda Pilot from this dealership on 4/25. While I realize that used car can have some problems, the dealer offered to include a warranty for the first 90 days or 4,000 miles (we opted to purchase our warranty through another company which is effective after 30 days from the purchase date). A couple of days after we drove the vehicle off the lot, we started to notice a squeaking noise whenever we would go over a speed bump. It turns out the struts and shocks needed to be replaced. I went to the service department since the warranty paperwork said struts are covered. Much to my surprise, struts were not covered since they are considered a "wear and tear" item. I went to talk to the used car sales manager, and he brushed it off basically saying it's my problem to deal with. He didn't even try to listen to my concern and try to explain to me why this wouldn't be repaired even though the warranty paperwork seemed clear and didn't say "wear and tear is excluded". On top of the struts needed to be replaced, the tires needed to be replaced because they had lumps on the inside of the tire due to the suspension issue. I obviously understood that tires wouldn't be covered and knew I needed to pay for that expense. The fact that the used car sales manager basically washed his hands and told me to deal with it, was disturbing. This is NOT how customers should be treated. This is another dealer that will sell a vehicle for top dollar (no negotiation is allowed for use vehicles) but the minute you turn to them to get assistance, it immediately turns into "your problem" since you bought a used car. I would NOT recommend this dealer to anyone. By the way, the salesman Ali and Miguel (from service) tried really hard to get to the bottom of it and get it taken care of but needed the used car sales manager to sign off on the repairs which the manager refused to do. That was certainly beyond their control. I'll be filing a complaint with the CA state attorney general.

Tony Obregon Apr 6, 2017

I walked into the dealership with one car in mind, the FRS! I knew what I wanted and just how badly my heart desired it. I was desperate to find my dream car, a car I had been looking for. Joseph quickly showed me around and took me to his best and most recently delivered and inspected FRS on the lot since I was more interested in a pre-owned one. At first, I took a step back and evaluated the situation. Was this really the car I had been dreaming of? No way, I told myself, it couldn't be it. It wasn't the one. But the longer Joseph showed me everything about the FRS, the more it all made sense. He kept it all up too me, never pushing me to do anything, but just gave me the facts. Joseph explained to me how the cars are inspected piece my piece before they're brought out. Every used car on the lot takes at minimum of 2 weeks for inspection before it's put on the lot. The one we were looking at, had just been brought to the lot that very morning. Was I really just about to take this car home? It was in mint condition and the price was so fair for its value, but I was still a little hesitant, it's a car purchase after all. But thanks to Joseph, I was lucky enough to get all the real support I needed in finding, not just any car, but my dream car. Joseph was so professional and friendly and most of all he just made a stressful decision so easy for me. This man knows how to get you a good deal, trust me do not waste your time anywhere else. I went to another Toyota dealer before coming to this one and let me tell you, you cannot beat the customer service and deals at Cerritos Auto-nation Toyota. In fact, If you want to be stress free and have peace of mind in finding the lowest prices and the cleanest cars, this is the best place to go. You are dealing with by far the best car dealer in the industry when shopping here for a Toyota! Let's not forget it's Cerritos auto square! Make sure to ask for Joseph, he was he one who helped me get the best deal possible! He made it simple for me because of his awesome personality! He laid out many options for me and gave me such a great offer in buying the car I desperately wanted. This is significant because everyone wants to get a good deal! He loves helping you and genuinely just wants to help you find the most practical and best options for you're budget!! He genuinely wants to get you the best deal. Not only did he handle everything for me and made it so simple and easy to try different financial options with his coworker Don, from Finance, he also guaranteed me the best price on the market for the value of the car !! You will not find a better car price than at this place, where car prices are priced for their outstanding quality. This is unheard of, they only sell preowned cars that are practically like new at a discounted rate! They also have such a huge selection to pick from in new cars as well! If you have ever gone car shopping you will immediately realize that there are very few dealers that actually care about helping you get into the best possible car for you. But over here they really care about you getting to a payment and price you're comfortable with and give you numbers that make sense!! Go ahead and check them out and you will be happy you did. Without a doubt this is by far the most professional car dealer in town, I went to a few other Toyota dealers, none matched to the Car buying experience here! You won't regret it! Take action, save money, and go straight to the solution. Nobody cares about you as much as Joseph, he'll get you what you want with no pressure to buy! Don't waste another second, go meet with the expert professionals at Cerritos auto nation where egos are left at home and angles are waiting to serve you in car heaven!!!! ??

Bash Mar 13, 2017

Two weeks after i took the car, i was trying to make right and the car hit a curb because i could not turn the steering and it almost locked. There was an error saying steering malfunction error showed on the dash. i towed the car to the dealership and the service manager told me we are going to check the problem and see what cause it. he did not send the car to be checked and he sent it to the #AutoNation body shop(their body shop). they called me for the insurance and he was like i need the information for your insurance then after they fix the car we will check it, they never did and i ended up paying 13k for fixing it from my insurance after 3 weeks only from purchasing the car.. i have tried to contact all the positions at the dealership and they never ever solved anything i stopped to the dealer and talked to the service manager and he said since the car got fixed then it is safe to be driven now, but the thing is i ended up paying from the insurance and they did not inspect the car. i gave up and took the car after all that hassle, i filed a complaint to Mercedes Benz US they called me back and all they did is saying sorry for the bad experience that you have had. That is all!!! i gave up after trying to get hold of them and i have all the proofs and the dates and the emails. Later on the car started to give me problems, every time i drop it off to the dealer regarding a sound they said we inspected the car and nothing wrong. One time i decided not to take the car and i talked to one of the advisors. he said he made 3 tech. to drive the car and it is normal, he asked me to give him a good survey and change the tires because that is the problem. dropped the car 22k 136 and I picked it same exact millage and when I asked him how come three of your tech drove the car and the did not put one mile on it, he did not have answer. i did change the tires twice and every time i change them them get bad and they start to have like bubbles and they get non flat. i stopped by a certified mechanic shop to ask about these tires and the sound they said the chocks are not good, i went back to the dealer after keep losing money for changing these tires and they always like everything is good. i have all invoices and proofs that the car is not good and safe to be driven And they kept ignoring the problem. 7 days ago i dropped the car for the 40k miles service and i also mentioned the same problems that i always mention every 10k mile and they end up saying the car is good. They kept the car for 4 days and they called to say that the service is done but they need to work on the car, yesterday i stopped to get the car after they said it is ready. once i went out from the dealer i noticed the sound is still the and the car still goes to left very bad. I went back at the same time and the advisor drove the car and he said yes they have to work on it and keep it again. im really sick of this and sick of everything, i wouldn't have problems if i drive any other brand, this is Mercedes Benz , im paying almost $520 a month to be satisfied and happy and the reason i choose Mercedes is to be satisfied not frustrated . My patience has run out of this and am sending to let you know that if you guys really didnt take an action. im going to share and report all these info everywhere. it might be better for this to go viral all over the social media and im going to provide all the emails and dates and the whole story. i do not think Mercedes would like to take a risk and put me in a car that not even safe to be driven, i need a certified paper work says that the car is safe to be driven and has no problems. I also want add that the advisor called me again and he recommended that i need to change the whole set of tires that i already changes 3 weeks ago and i have all the invoices, i told him that im not going to do that. Because i already changed the tires twice and they keep getting bad because the problem u guys dont fix. He transferred me to the service manager and he was so rude, all he said is if you dont want to change the tires, then we're not going to do any work at the car, and bring the loaner car today!!!!! Seriously!! Is that how they deal with their customers, i told him that am not going to bring the car and am going to report that, he called back and he was like give me 30 minutes i will call you later, and they never called. The dealer need to understand that he put my life in a car is not safe to be driven and i have a proof from a certified shop saying that. On December 26 11 am i stopped by to talk to GM since he wasn't at the dealer ship on Saturday. i could not get hold of him and i have been told he is busy till tomorrow and can’t meet you according to the sales manager. i had chance to met with the sales manager to explain everything and as usual they did not help and blame all the problem on me for not changing the tires eventhough I have changed three times in less than 1 year and less than 40K miles.. i can’t believe that a dealership general manager can’t really meet their customers to handle a problem or even replay to 5 emails. after going thru the history of the car the service manager and they kept making up stories to convince me that the car is acting noisy and goes to the left very bad because of the tires. even-though i have all the documents that proofs that the tires has been changed 3 times in less than 3 years and 40k miles. they kept talking about the tires noises and they never mention the other noise that i sent the car for , for almost 4 times. THEY DOES NOT UNDERSTAND That the noise that i complain about is has nothing to do with the tires. it is something totally different and i keep talk about it and explain it and they have it documented that the sound comes from the left side and not from the tire it is not tire noise i have reported that noise to three of them. sales manager also stated that the front tires are needs to be changed and when i told him that i have already changed those few days ago but the guys here at the service rotated them, he said we do not rotate the tires for 250 , but they actually did twice to my car and it is documented too. After a long talk the sales manager he ended up telling me that they do not have anything to do for me, unless i pay for a replacement tires and they would pay the 50%. the sales #manager kept trying to convince me that i was decline the alignment, even-though each service they mention that they did everything and the car is safe to be driven. i told him well, im going to send the headquarters and #AutoNation at the Germany and i left the office, by the time i left his office i was shocked from what they did to me as a customer who should not be treated like that. i did found my car at the parking lot even the job was completed they decided just to give me the car. Plus they took the loaner car without even letting me know and they threw my stuff out of it and they forgot to transfer my parking permit and they still have it since they gave the car to someone else at my car using their alternative key. Seriously?? Is that the way they represent Mercedes? i asked the #sales manager what did you guys do and he was like we do not mean anything but we parked your car at the customer lot since you are a customer, i told him and what do u guys mean by taking the loaner car and my stuff without letting me plus you guys still have the car bad and broke, know he didn’t has any answer. if that means anything, it means that they either does not trust me and they treated me like a thief or they do not care about the customers as long as they does not charge their dealer anything and I have been harassed i walked to the service manager to ask about the keys and he was so rude telling me go get your keys from outside. here. Imagine yourself stopping by to talk and report a problem and you treated like that? Imagine the whole day since it happened and i cant believe that am dealing with #Mercedes Benz and #autonation. i ended up having the car with worse condition, and not function well at all. this is not a first problem and bad experience happened at this location and im not the first one. Check their reviews and see what they have done to one of the customers. One of the sales men followed a customer and smashed her car at target parking lot because she did not get the deal thru him. and that was all over the news. i stopped by the dealer to handle that friendly and solve the problem, because all i need is to be using a car that can work perfectly since am paying for what i have. BUT AFTER THEY have done to me and taking the car that way, decided not to let it go. i left the #dealer and the car is going left very very bad and not safe because basically they did not fix it. They also need to know that they might lose a lot of business if i filed a lemon law( at the usa) and the car is qualified for the lemon law since the problems been for more than 3 times and everything is documented, and that will look so bad to them if the dealer did not take care of the problem i will #post this to the local newspapers so customers who can see the bad experience to be aware everyone else and get my right. Another update on December 28th, after I replaced all four new tires for third time in less than one year and 40k miles to do what they have been complaining about. I called a dealer to set up an appointment to take a look to the car, the advisor told me give him 10 min and he will call me back. He called me and he left a really bad voice mail saying that the service manager said that im no longer welcome at their dealership because the bad experience I had with then and I have to find another dealership!!!! I have the voicemail saved and proof what he told me. I have been trying to solve that and send to many people regarding the problems and im almost gave up from the way I have been treated and harassed

الدبيركى احمد Dec 29, 2016

******Updated on 6/17/2014******* After I posted negative reviews on Autonation Toyota Cerritos on Google and Yelp, I contacted AutoNation ( They are nation wide big corporation.)main office on 6/14/2016. On 6/15, someone from AutoNation contacted me. She told me that she would talk to the sales person and the manager regarding the missing key. On 6/16, Claudia from Autonation Toyota Cerritos contacted me that she found 2 keys + 1 key number plate. Today, 6/17, I received 2 keys+ 1 key number plate from Claudia. Big thanks to Claudia. I posted negative review with 1 star 2 days ago, today I am posting updated review with 3 stars since I received all the keys for my 2015 XB, 3 weeks after my purchase. Please read my entire review and hopefully someone can make use of my bad experience with AutoNation Toyota Cerritos . Purchased a 2015 Scion XB on 5/27/2016. Very disappointed by their after customer care. Check everything before you buy from them. Check owners manual, what is missing, even the car is only one year old, with low millage, only registered by the dealer, don't trust. Check everything before you sign any papers. They never get you back, they never call you back once you buy the car. My car / 2015 Scion XB only registered by AutoNation Toyota missing 2 keys and 1 key number plate which allows owner to get spare key without hustle. I asked them to look for them and they said yes, never get back to us. I purchased 2015 Scion XB from AutoNation Toyota Cerritos on 5/27/2016. We checked Carfax report, 2015 XB had 8000 miles on it, great condition, the car was only registered by AutoNation Toyota, means it was only owned by This Toyota dealer. It was a big point for us. We never imagined the car comes with only one key. We found out after we signed all the paper works and finished payment. The moment the sales person, Mr.Ortega handed us the key, he only gave us one key. We asked where is spare key, he said they don't have. I thought a car comes with 2 master keys at least. We asked him to look for the key and get back to us. After that, we found out this 2015XB comes with 2 master keys 1 valet key 1 key number plate ( this allows for owner to make duplicate of the key in the case of emergency. ) I was very very shocked that car dealer only had one key for us. Where are other 2 keys? Are they sitting at your service department somewhere? Did you guys lose them? Does someone have our car key? I trusted the car since it was pre-owned by AutoNation Toyota Cerritos. I never dreamed of the car has only one key when the car came with 3 keys to begin with. We never heard from Mr.Ortega after that. We texted him again and asked the same question around 6/2/2016. His reply was " there is a box with keys in service department. I will go check it." Then we never heard from him for a week. Last time when we asked him what happened, he replied as " I do my best." Finally, my husband gave up on him last Thursday, 6/9/2016. I e-mailed my concerns regarding keys to Mr. Kevin Naderi General Manager AutoNation Toyota Cerritos on 6/8/2016. I never heard from him. My husband called him yesterday left him message. I e-mailed him again this morning. No reply. They have kept sending me all the follow ups e-mails asking us " contact us if there is any concern." When we contact them, they never get us back. I was very disappointed by how they take care of customer after the deal. All I asked to them was to look for the missing keys and get us back. Since there is high chance these keys are sitting somewhere at the dealer. 6/14/2016 today. My advises for people going to AutoNation Cerritos dealer are 1 : Don't trust Pre-owned Certified car even the car was only registered by dealer. 2 : Check owners manual, make sure everything come with the car or not before you sit on the table with sales person. 3: Make sure how many keys are coming with the car.

Haruyo Sawada Jun 16, 2016

I just went to this dealership to acquire a Lease Buy-Out Package, as I was planning only to pay-off my lease from Toyota Financial Services thru my Credit Union Bank. I came to this dealership as I was told it would be quicker to get the Lease Buy-Out Package from a dealership than from Toyota Financial Services, so I went to a Lease Buy-Out Package info ONLY.... not to BUY any of their cars. But when I was referred to Paul Jacobs, their Customer Financial Services Manager.... oh boy, what happened was a mess. He prepared a contract like he was trying to sell me their OWN car. He prepared a lot of documents WITHOUT explaining to me all of it! Then I reminded him that I don't need them to finance my car as I ONLY needed the Lease Buy-Out Package, NOT a contract or anything like that. Then he said this is how it is done. So to make the story short, I brought all the documents that he prepared & gave me to my Credit Union Bank, where I was really applying for a loan to pay the balance of my lease car with Toyota Financial Services, & guess what, even the people from my bank was surprised of what Toyota Cerritos did to me! Don't ever deal with this person, Paul Jacobs as he doesn't explain the papers that he let you sign. I have friends who bought cars in this dealership but they didn't deal with him but with another guys from Finance. Paul Jacobs also gave me a deadline for me to summit a check from my Bank by Dec 11 & I was at this dealership Dec 8, 2015. He said if I am not able to submit to them my check, all contract will be cancelled... but wait, when I called on Dec 11, I learned that they submitted the contract to their financial company as according to Candy (also from Finance Department), my loan application with them wasn't approved & that I was supposed to return my car to them within 10 days, & that would have been until Dec 21, 2015! I was so confused to all of what happened, all because of Paul Jacobs not informing me everything, & even his co-workers, as I also found out that Candy & her Director of Finance thought that I got the car from them... that's why I need to return it to them within 10 days. I learned about this because I had to call Toyota Financial Services & they had to call the dealership to confirmed all what I told them!

ggand4 Dec 16, 2015

I started this process at one dealership in the valley. I was told, by the sales manager, that what I was looking for did not exist and he couldn't help me. Wow. I then took to the internet and emailed AutoNation with what i wanted/needed. Within about 15 minutes I received an email from John Beckelheimer telling me that he had the truck I was looking for at the Toyota dealership in Cerritos. 15 minutes. It turned out that it was not exactly what i was looking for, but through many many emails, phone conversations and emails, he did come up with what I wanted. He was unavailable to help me on the day that I needed to go get the truck, so he got me in touch with a sales associate of his, Araceli, who was also very helpful. When I got to Cerritos (a 45 minute drive from downtown LA in the rain), Araceli was not there, even though she assured me she would be. I was "assigned" a sales associate with whom I had absolutely no relationship, and a sales manager who wanted to get me out the door yesterday. I had to ask to see the truck and test drive it before I signed on the dotted line. On now to the nightmare of the finance guy. He was very nice until I asked him to clarify something, and then his mood and face changed. He became very gruff, condescending and rude. He left the room on several occasions, which didn't bother me until I figured out why. Once I told him that I would not be getting an extended warranty or lo jack, he got even ruder. At one point another sales associate came in and slapped down some paperwork and made it a point to say that "this guy is gonna spend some money". They proceeded to have a conversation in a foreign language that neither myself nor my wife understood. Rude. Super, super rude. In this extremely long process, I had asked him at least five times who I needed to give our down payment to. When do i give you the down payment? When do i give you the down payment? When I thought we had finally finished this hideously arduous part of the day (now night), he walked us out to the show room floor where the sales associate was ready to hand me my keys and watch me drive off. I asked him who i was supposed to give the down payment to. He, of course, said the finance guy. Finance guy, in a very perturbed tone, asked me where my paperwork was. I said that he did not give me any. We then had to go back into his office where he blamed me for not listening and not telling him that we had a down payment. I told him that I had. Several times. He did not like that answer. God forbid he had to change a few things and reprint the sales slip, which he did in complete silence and with pursed lips. Needless to say, i could not wait to get out of there. My experience was great with John and Araceli, too bad they were not involved with the final sale. I've never had so many people tell me no, that is not possible, you'll never find that, why bother, in my life. I would recommend anyone to talk to John, but to warn them that the finance people and sales manger at Cerritos Toyota are a nightmare waiting to happen.

irishtomboy Jan 18, 2015

The service center, and in particular the Service Manager "Javier", at AutoNation Toyota Cerritos is terrible, borderline unethical, and he does not understand customer service. I recently had some work done on my Toyota. When I picked up my Toyota post service, I requested pricing information for the part they replaced as I had researched the price from other Toyota OEM sources and Toyota dealers earlier. While I was told I was getting a Toyota OEM part, it turns they gave me a remanufactured part. Further, the remanufactured part cost more than twice the price I found for new Toyota OEM parts. Concerned, I asked "Javier" to show me the list price of the remanufactured part that was put on my car. If the list price in the Toyota system was the same as that on the invoice, i would pay it....no further questions. Javier was very relucant to give me this information. In fact, he first told me in haste that he would remove the part from my car. Then he told me his computer system was locked and he could not furnish the requested information. After further discussion, he changed his story and then told me he would show me the list price, but it would be over an hour because he had other things to do. I found it hard to believe while sitting in his office that he could not produce the requested information, treated me very poorly as a paying customer, and that he really had no desire to give me this information which I found to be highly suspect and potentially unethical. Obviously I did not want to spend my day at AutoNation Toyota Cerritos so I paid the invoice and told Javier I was very dissatisfied. I continue to hear the many horror stories of doing business with service centers such as AutoNation Toyota Cerriitos and this was a prime example of very poor customer service and questionable business practices via a service manager who should be trained to provide the hghest level of customer service and integrity. I highly recommend consumer not to business with AutoNation Toyota Cerritos. By the way, after paying my invoice, the service center took nearly 30 minutes to bring me my car from the back. I inquired several times and nobody seemed to know what was going on. I found it very interesting that dozens of employees in their red shirts were standing around, getting shade under trees, etc. but nobody could get my car for me. Terrible service....period!!!

Paul K Aug 24, 2014

MATT service "Manager"?????? right.... if there is a 0 star i would rate this guy zero star this star deserve to be given to one guy only and not the whole toyota team in this branch i went here for my maintenance 5k miles but i also notice some 2 sec rattling sound on my prius 2014 plug in, whenever i pull out from park idle for maybe 30mins-1hr it most likely appears. first one guy who ask me what do i need, then i told him what i need, then the technician comes and we test drive the vehicle and hope we could hear the sound, we fail to hear the sound but he has a suspect which is the abs and kind of told me its normal.. but will run some test. i then said okay cool. the whole conversation with this two guys was a nice friendly manner after we got off the car... here comes the "Manager"????" standing and looking at me he then approach me with the "dude nothing wrong with ur car GTFO" vibe... he keeps telling me that prius makes a lot of funny noises and tells me that its normal.......... he tells me sometimes he would hear a sounds in his own prius like there is something wrecking the car inside.... he tells me its normal... i then said okay... but i dont hear this rattling sound on my old 2012 prius which i traded in for this car... thats why im bringing it in for a check... here he comes again with "its normal prius makes alot of noise"... i asked him does your prius makes that rattling sound? he then answered me "no" at first but later on change his answer to "all prius makes same sounds".... 20mins later... i know... wasted pretty much every sec of it.... he still yappin yappin about prius makes same noisy sounds... i got tired of his "all prius is piece of noise making cars" speech" i then told him...just check it... and left.... i then ask my self what the heck... why did that guy approach me in the first place when all i wanted was to have that noise check... ://///// right if your reading this MATT you deserve this!!! u shouldnt be in that chair where your sitting at right now. i just dont know how did u got in there man... sorry

DoubleLeft Hook Jul 23, 2014

Ok here goes, I recently bought an used SUV at this dealer. Twas' a Sunday got the car drive off and told me to bring it back for a detail and wash etc etc. To cut the story short, This dealer gave me the run around and doesn't want to accept my Full Payment that I got from an approval from my own bank and not theirs. I was given the run around told me that my contract is with their financial group already and it will take 30 days to get the first bill. That for me was kinda strange given that I was there with a blank check from my bank, this was a Monday. The next day my wife called and talked to someone and she ( girl working in Autonation ) oh, yes your husbands papers are still here you can bring the check etc. etc this was a Tuesday. The clock is ticking, come Wednesday, me and my wife went to this dealer.. again they refused and said that they don't know the person that my wife talked to the other day and even this Finance Manager made an excuse in behalf of his colleague saying our finance person who did the deal is fairly new and does not have the know how.. bla bla bla. So I guess they can just make excuses at the expense of someone else. So me and my wife left with disgust about this dealer..Come Thursday AM I got in touch with the woman that my wife talked to a day ago and told her the same story she was very surprise how can they treat us and tell us otherwise. Btw, I've called this dealer financial group and yes dont have my contract then this was already a Thursday. So the woman said drop by Thursday afternoon and she will leave my documents with our finance person , now the thrilla continues.. so I was there late Thursday pm after work drove all the way about 25 miles and guess what same old story. Told him the finance person who made the deal for me .. THAT I HAVE A BLANK CHECK IN MY HAND FROM MY BANK JUST PUT THE FIGURE FOR THE TOTAL AMOUNT!! guess he was looking for some way to a peace me coz he has been writing down and wiping it out with a wipe out.. he was a wreck!! So I asked him , I'd like to talked to your Finance Director.. I was freaking out already with this game of futbol.. hey the world cups done!! so I told the finance director ,,about the whole story and ended with getting my check without any interest. what kinda a dealer is this.. just want to rip us off and telling me upfront that they are in business to get out money regardless of any logical explanations. end of bleep story. By the way the salesperson was a sense of good customer service and understands where I was coming from..

Pele' Jul 20, 2014

DON'T BUY A VEHICLE FROM AUTO NATION. I purchased a used 2007 Nissan Pathfinder for my daughter on 12/28/13. I purchased the extended warranty to cover for any issues that may occur, they even told me that it would cover any issues with her tires, even a flat. Last week the check engine light came on. She made an appointment, arrived early and 5 hours later was told that a sensor needed to be replaced and suggested that she take it to a Nissan dealer as they had equipment specific to Nissan vehicles and her warranty covers the work at any dealership. She asked if the vehicle was safe to drive and was told yes. She drove two miles to a Nissan dealer spent another 2 hours there while the ran their own diagnostic tests. They determined that the radiator had a crack between the two fluids which caused cross contamination. Not only did her radiator need to be replaced but so did her transmission. She was further told that her vehicle was unsafe to drive. The called the warranty company who indicated that the radiator wasn't covered and therefore the transmission wasn't covered as it was caused by the radiator. My daughter drove back to Auto Nation again and asked to speak to the general manager. She was told he wasn't in and the used car sales manager would speak to her. I left work and went over to help her. I also asked for the general manager, was asked what it was about, I said I would prefer speaking directly to the GM and was told the same thing as my daughter. The used car sales manager reluctantly agreed to replace the radiator and flush the transmission twice he indicated that would solve the problem. She picked up the SUV today and 2 blocks later the check engine light came on. She went back to Auto Nation and was told by the used car manager that there was no way he was paying $3500 to replace the transmission. He told her to just drive with the check engine light on. This is so wrong! To send a 22 year old off in an unsafe vehicle. This was apparently a known issue on this make/model & year. Nissan even extended the warranties because of the issue. Auto Nation should have known this prior to selling the vehicle and taken care of the issue. I won't even go into the fact that her car is out of alignment and now they want her to replace them at a cost of $1600. I've already filed a complaint with the Better Business Bureau and the California Department of Consumer Affairs. I've contacted a local TV channel for their assistance as well. Great customer service! Did I mention that I purchased a brand new vehicle less than a year ago from the same place. I will never go back to have them do my warranty work as obviously their technicians can't identify issues prior to or after the sale of a vehicle. Please if you care for your or your children's safety DO NOT BUY FROM AUTO NATION!

Laurie Zarick May 7, 2014

My parents flew out to help me buy a car. As a first time car BUYER, I was nervous and didn't know what to expect or how to deal with a car salesman. We hear all the stories... How pushy the rep was! How rude they were! Or just plain unaccommodating. This was not the case with Rodel Angeles. When we first landed, we were all cranky. It was one of the hottest days in LA. The AC in my car wasn't working. Mom and Dad were exhausted from the heat. We were not in the best of spirits. Rodel approached me first, smiled and introduced himself. I then introduced him to my parents. He recommended we go inside where it was cool. What a relief! He was smart at sensing our heat fatigue. We browsed and looked at a few cars. My mom liked one car. My dad liked another car. I liked a different car. We all ideas on what car I should drive. Rodel was very accommodating to all three of us. He answered our questions and discussed our concerns. He moved from one party to another. Talk about being split in many directions. Rodel was simply present for all three parties. After much discussion, we decided on a Toyota Corolla S. We spent some time trying to haggle with Rodel but wasn't successful in getting the price we wanted. So, we left and went to Toyota Buena Park. That was a mistake. We didn't get the same level of customer service. Our Rep from Buena Park gave very little. And, she spoke too quickly. We weren’t able to to gage what was being said or offered. After a few beats, I knew this wasn't going to work. In other words, she gave us very little incentives in price or the same level of customer service from Rodel. WE LEFT! Rodel, here we come…. Upon our return, Rodel was ready and waiting. Very patient and NOT PUSHY. We sat down, discussed the car. After a few beats of re-negotiating, we landed a price everyone was happy with. We bought the Corolla S. Super cute car. Great body kit! I love it! RODEL WAS AWESOME, ACCOMMODATING, AND ALWAYS HAD A SMILE. My parents can be tough and difficult with but he showed great ease and professionalism dealing with my folks. That's an A+ from me! My only complaint is with the Financing Team. Talk about super-pushy and major sales pitch. If there were a reason not to buy at Toyota Cerritos, it would be because of the Financing Team. Wish I remembered their names. TOO AGGRESSIVE IN MY BOOK.

Leah Jul 28, 2013

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