Dealer 2-Year Rating

Overall Rating

2.3 / 5
Customer Service
2  
Friendliness
2.8  
Overall Experience
2  
Price
2  
Quality of Work
1  
Service
1  

Dealer Reviews

Show:  

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience

Great buying experience

By Happy Gal on 10/15/2017 at 4:55 AM. Helped by Michael Ortega.

My Sister and I went there to look at cars. Michael our salesman was great. Very nice and answer our questions about each vehicle we drove. We left that night wondering if we should buy a car or keep test driving. The next day I got a call from Michael asking me to stop by and check out a Buick Envision. I drove it and loved it. I wanted to keep my payments lower than what they offered at first. Diego came In and kept working the numbers till we came to a payment I was happy with. Everyone I worked with was friendly and very helpful. I would recommend this dealership. Ask for Michael Ortega when you go by. He's great to work with.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Unethical Business Practices

By alexsaby123 on 7/22/2017 at 7:16 PM. Helped by Martin and Fernando.

Well what can I say, this review would have been 5 stars and I would have been very satisfied but, I have left multiple messages for Fernando in finance and have yet to hear back. I have received 4 hits on my credit from our purchase of our new GMC Yukon. Fernando said when we were there that it was being financed through Bank Of America and never said anything about MULTIPLE CREDIT INQUIRIES. I called Fernando on Monday after receiving a seconds credit inquiry and was able to speak to him. He stated we are using Bank Of America and you shouldn't see any other inquiries hit you credit report. He then stated it shouldn't make a difference of how many inquiries you get in the next 14 days since they'll combine them. I told him Fernando that whether they combine them or not, he never received our approval to send our info over to multiple banks. He again stated you were approved by Bank Of America so you shouldn't see anymore credit inquiries. Tuesday morning We received two more credit inquiries, I again called Fernando but this time there was no response so I left a message. I never received a call, text or email from him. Wednesday I tried Fernando again and same outcome, voicemail left. Thursday morning and I'm pretty upset that I hadn't received a call so I called and spoke to floor manager. I gave him the whole story. He apologized and said sorry Fernando is with a customer but I'll look at your file. I spent about five minutes on hold while he looked everything up. When he came back on the phone he stated "yes I see here that you loan is being financed through Bank Of America and that all inquires should stop. I then let the floor manager know that at no point did Fernando let us know about multiple credit inquiries and that from the moment we sat down in front of him it was Bank of America. He again apologized for the misunderstanding and we completed our call. Now Friday afternoon I receive another credit inquiry, I again pick up the phone and call Fernando. I am again greeted by this persons voicemail. I left him a third message to which I again got no response. I then Called Edith Ramirez which is there customer relations manager and was also greeted with her voicemail. I left Edith a vm and gave it a couple hours. Again no call back from anyone. This dealer is just in it for the money and doesn't care about the customer once you're gone. I would think after spending 65K they would get back to me in a timely manner. Update Friday 6/30/2017 I called Cerritos GMC and asked for Martin my sales person. I went over my situation with him. He was sincere and apologetic about the situation. He even stated I don't know why they do multiple credit inquiries and that it happened to his family member also without their knowledge. Martin then walked over to Fernando and asked him about our loan and was told that now our loan is through Ally Financial. I thanked Martin for his time and concluded my call with him. I then called Ally Financial to confirm my account with them and they have no record of account for me. This situation is getting more and more disturbing to me. We have had the vehicle for a week and can't get a straight answer on who we are financing through. I will never shop at Penske GMC in Cerritos again and I will not recommend any friends or family to this location or any Penske location. Later in the day I received a call from Martin Ruelas asking me to please give them a very satisfied on the GMC survey. Martin stated I'll make it worth your while and give you a free oil change and a feee tank of gas. I let Martin know that I was not interested in his free services and that potential customer need to know what is going on at Penske GMC. I then emailed the owner Phillip Hartz directly since we had his information from when we were there. I let him know everything that has transpired and was hoping for a call back from him or even an email back apologizing for his companies lack of customer service. I didn't receive a call from anyone, if the owner can't respond how do we expect the sales people or finance people to respond. Update Friday 7/7/2017 Finally found out who we are financed through. It only took two weeks and a response from no one. Keep up the great work Penske GMC. I hope customers read this and go else where. Please do not shop at Penske GMC. Read all the negative reviews, they are all accurate and a lot of it happened to us. Drive a few extra miles and shop at Hardin GMC. They are great there. Wish I would have purchased my vehicle there. My credit score went down 70 points because of this company. This is unacceptable, someone from this company needs to contact me and take care of this before I get a lawyer.

I would not recommend this dealer.

Overall Rating

2.2  

1   Customer Service
4   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Poor Customer Service

By Randall Herbst on 11/23/2016 at 5:18 PM. Helped by Brandi McArthur.

Decided to Finance our new Certified Pre Owned vehicle through our Credit Union. A month later discovered the dealership had financed the vehicle through Bank of America as well. Now we had two loans. Took several telephone calls and I had to initiate every fall up except two to find out through Bank of America that the second loan had been cancelled. Never once got a call back from the dealer to say it had been handled. Tried talking to G.M. three times never answered his phone and could not leave a message. Everybody is considered a Manager of something, very poor Customer Service.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Poor customer service

By JP on 6/20/2016 at 11:48 PM. Helped by Annie sales manager.

I bought a car from this dealer last year with extended warranty. A year later I traded in for a 2016 Silverado. I was informed that I could cancel the extended warranty. I when my to the dealer and submitted the requests and now 4 months and the runaround from all the managers and financial managers, I still haven't gotten the warranty cancelled. Do not deal with this people!!!

I would not recommend this dealer.

Overall Rating

1.6  

1   Customer Service
1   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Good price, poor customer service and communication,

By Chiefs58 on 9/12/2015 at 3:32 PM. Helped by Robert Adams, Robert Alvarez, Christian Farmer.

I purchased a used Ford Truck from this dealership. The first issue I had was upon leaving the dealership, the truck was on Empty. The salesman advised me the Desk Manager refused to put any fuel in it! I was told to drive down the street and fuel it myself! Seriously? I've purchased over a dozen new vehicles and a few used ones from dealerships and never left on anything less than full! I didn't realize I was going to need to negotiate for fuel! I thought that was tacky and unprofessional! Second issue was that my wife needed to be on the sale contract as the buyer or co-buyer because she was the primary member. We were not aware of it at the time of the sale, but I called the salesman the next day and advised him of the issue. It took them a week to get the amended contract to me and I was the one calling to find out the status! Very poor communication! Why did it take a week to get the amended contract when they can generate a contract in seconds while you're at the dealership? My credit union was even surprised it took so long! Third issue was with the status of the vehicle when I took delivery of it. After I got home, I noticed all the fluids were below the factory standard levels except for the brake fluid. The oil was jet black and the oil filter looked old. It wasn't even a motorcraft filter. At the time of purchase, I was told vehicle was serviced/inspected and detailed. I took pictures and sent them to the salesman and the sales manager advising them of my findings. I was told they were going to consult with the service manager. During that time, I received a $200 visa gift card due to the fuel issue when I left the dealership after advising the sales manager of what occurred. I never received an explanation as to why the vehicle was in that status if it had, in fact, been serviced? The dealership never offered to resolve the issue or even offer to have me bring the vehicle back to address my concerns. I requested the vehicle inspection report as well, but to this day, I never received it. I finally had to take the truck to a Ford Dealership to have it serviced. I sent photos of the truck after taking it to Ford for service along with a request for them to reimburse me $95.42, which was the cost of the service. The only response I received was from the service manager in an email. He stated I could use the visa gift card, which was given to me for the fuel issue, to pay for the vehicle to be serviced. As of today, which has been almost a month since I purchased the truck, I have yet to receive an explanation for the status of the fluids in the truck and the inspection report that was allegedly done by the service department. I called GMC and filed a complaint. I also have sent numerous emails and left messages with the service manager, sales manager and general manager of the dealership. They have yet to call me or email me. In conclusion, I would not purchase a used vehicle from this dealership. If you do, make sure the fuel is full and you take extra time to inspect the vehicle, thoroughly. Do not take their word for it! When you leave the dealership, you're on your own. I was surprised that even with a 30 day warranty I was given with the truck, I was never asked to bring it back! Poor customer service!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

horrible service

By nfrausto on 8/15/2014 at 10:47 PM. Helped by alexander ruiz.

waited all day to buy a truck never a clear or timely answer and wouldn't finance us so we went to ford and financed and drove home in a new 2014 eco-boost f150 at $490 a month, i was a GMC/Chevy guy but not anymore.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

AWESOME DEALER AND AWESOME STAFF

By wver12 on 5/27/2014 at 10:40 PM. Helped by Rhonda Delacruz.

Wonderful customer oriented staff, would buy and recommend this dealer in a heart beat, Thank you David and Rhonda you are the two reasons I bought a car today. THANK YOU

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

I began my search for a car with the online chat function...

By newnewcar on 1/21/2014 at 6:10 PM.

I began my search for a car with the online chat function and received a response from David Loyola regarding the options I wanted and an initial price break down for the car. David was extremely helpful in working with me on detailed payments and getting the deal done. The price David gave me on the car blew me away (especially considering it is January when I am usually hesitant to buy a car because of the lack of good deals) because it was so much lower than competing dealers were offering. He even proactively offered to deliver my car for me (something which very few dealers I know are willing to do) and brought it straight to my home where we signed the papers. I could not have asked for an easier transaction. It was all done via email and it was friendly, not pushy, the way so many dealers can be. Thanks for a great deal, and I hope all those reading this will give David a call (or email) to see if he can earn your business too. A.I. (1/2014)

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Jay was very helpful and honest. He made my experience in...

By griselda on 7/15/2013 at 10:50 PM.

Jay was very helpful and honest. He made my experience in car shopping pleasant. Thanks Jay, The other employees were very friendly and welcoming. Thanks.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

My fiance and I had been in search of a second car for...

By dycordova on 7/15/2013 at 4:08 PM. Helped by Robert Adams - Sales, Otto - Sales/Finance..

My fiance and I had been in search of a second car for months. A mixture of not finding a great car at our budget, not getting qualified, or dealers asking for thousands of dollars down were just a few reasons we still had not purchased our much needed second vehicle. After much research and combing through the internet I came across an amazing deal at Penske Buick of Cerritos, it seemed to be to good to be true for a 2011 Buick Regal. I called the dealer on Sunday July 7th, and was referred to Robert Adams. I advised I was calling for the car online that had a huge mark down, he put me on hold while he confirmed they still had the vehicle. He came back on the line and confirmed they had the vehicle and at the advertised price!! I was in disbelief it was true, not just a bait like other dealers. He asked when we could come in for a test drive, we were in the next day July 8th. The vehicle was washed and waiting for us to test drive at 4pm as confirmed. Robert was so friendly, non pushy, and from the moment we met him he made us feel assured and positive that they would help us. We loved the car, go in to fill out an application, again no pressure. After a credit review, we were nervous that we wouldn't qualify for a payment within our budget. After a few back and forth's, we felt discouraged and thought the deal was over. As I was feeling discouraged, and hopeless, Otto and Robert approach us with the keys to our new vehicle, with the payment we wanted and everything within our budget/request, and 100% financed with Capital One Auto. I was in such shock, that I cried out of pure joy. I couldn't believe the transaction had gone so smooth, no haggling, no rude managers approaching us, no salesmen leaving us and ignoring us. They were fantastic and a true blessing for our family that day. About 2 hours later that evening, we signed all contracts and drove home in our 2011 Buick Regal. Robert Adams is great. Our family will be back in the future for another vehicle. Our family and friends have all been given rave reviews of the dealership, Otto, and Robert. I still can't believe I have my vehicle parked outside, and it's mine. Great people, smooth transaction, and finally real people, who take an interest in wanting to help people.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

i wish to thank david loyola one of the best experiences...

By jimmiedavis on 5/21/2013 at 9:59 PM. Helped by jeff robinson.

i wish to thank david loyola one of the best experiences we have ever had in buying a car...really, no kidding. david wasu were up front with the details of the vehicle as well as the price/contract. he really made us feel at ease. I guess we all have horror stories about car dealers and their salesmen... but david put a stop to that one line story! david, thanks for your patience and taking care of us in such an exemplary manner. not only were you professional, but personable as well. I know where I'll be buying my next vehicle down the road and I hope you're still working at penske. i think penske is lucky to have you on their team. it was more than a pleasure doing business with you (and penske) and what's really funny...I'm looking forward to when I get to buy my next car!!! go figure? that's never happened before!!! I would also like to thank jeff robinson in finance for taking his time explaing everything that needed to be explained and helping us to understand the contract details. as davis, he too was very down to earth and personable. we would also like to thank jeff for getting us a better rate at bank of america, rather than using my "pre-approval" rate from my credit union. jeff's caring and knowledge saved us money and we appreciate that. again, we wish to thank david and jeff for making this car buying experience a memorable one...and that's a good thing. it really is appreciated. sincerely, jim davis

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

David Loyola made this the easiest purchase ever. He was...

By rail on 4/15/2013 at 3:49 AM. Helped by Omar Gamboa.

David Loyola made this the easiest purchase ever. He was very helpful in every way possible. Omar Gamboa in finance was very helpful also. I will recomend both to anyone I know who is looking to purchase a car. I have purchased over 12 new cars in my lifetime and this was by far the best experiance I have ever had.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

My first actual contact with this dealership was on the...

By zdad2 on 4/8/2013 at 3:40 PM.

My first actual contact with this dealership was on the phone with David Loyola. I called the phone number listed on the website for the Internet Sales dept. David answered with a warm friendly tone. I explained what type of vehicle and features I was looking for and asked if he had any available. David he would check his inventory and call me back within 10 minutes. My phone rang within approx. 5 minutes and it was David with the information I requested. I was very impressed with this quick response as other dealers had not been nearly as prompt, or for that matter even returned my calls. David gave me 3 different options to choose from. Although they did not have the exact car I was looking for he explained that he had one close by and could get it for us if we decided on that specific car. David was the exact type of salesman I knew I would enjoy doing business with.I explained that I wanted to look at 2 different colors side by side to compare and he said that was no problem.I explained that I was out of the area but may still decide to come that evening . David told me to just let him know and he woulkd have the cars pulled up front so we could see them. I was so impressed with David that my husband and I decided to make the 45 minute drive in traffic to see the vehicles. I called and let david know we were on our way and he said he would pull the vehicles out front for us. When we arrived the cars were out front as promised. Everyone greeted us in a very friendly manner and they paged David to let him know we were there.We test drove the vehicle 2013 Buick Verano and were very impressed with both the car and Davids knowledge of its features. Our plan was to go home and not purchase a vehicle that night.... but we were offered an amazing deal on both the vehicle and a great price on our trade that we drove home in our beautiful new Verano! We have purchased many cars over the years but this was by far the most amazing car buying experience in every aspect! Rhonda Delacruz in the finance office was very friendly and a joy to do business with. David Loyola and Rhonda Delacruz are real assets to your company. We could not have asked for a better experience!!! We love our new Verano and will spread the word about David and Penske Buick of Cerritos.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

I sent this letter from my office here in Dallas, Texas,...

By theladyraptor on 2/25/2013 at 8:54 PM. Helped by Service Department.

I sent this letter from my office here in Dallas, Texas, and was hoping to make a call or receive a call from the dealership during my off-time later today; however, that was not to be! The contact information on their website was invalid and the email got bounced back at me as undeliverable... To Whom It May Concern, My 70-year-old mother has been taking her Saturn there for service as prescribed. Since she had the battery replaced from a recall, she has had nothing but problems and has found herself stranded everywhere from the Grapevine during the middle of the Summer in 100+ degree heat to being stranded on campus at Fullerton College, where she is a full-time college professor, in the middle of the night last week! (Please note that she had her car in your shop the week before!) My mother has gone to your dealership several times trying to remedy this issue. She's been told in no uncertain terms that there mustn't be a problem if it is undetectable once the car has been towed to your dealership and can therefore not be fixed. This has been going on for years. Literally, years... I find it amazing that your company would provide service to a product that would leave an elderly woman in a potentially hazardous situation! I can assure you that, if I still resided in Southern California, I would have already taken care of this. Is your dealership just waiting for her to die so that this problem will, in essence, fix itself?? The last time that I checked, it was the older set that was purchasing your products. How would your core group feel if they knew that it was a virtual crap shoot as to whether or not the problems with their cars would be addressed and remedied? I have already taken the liberty of contacting Buick GMC. I have already amassed a vociferous group of individuals that will make sure that the word gets out on your social media streams (as well as those of Buick/GMC) with regards to the flippant disregard your company has to the needs of our older citizens. I have been a social media marketer since its inception a decade ago with a very wide network of distribution. My mom reaches out to over 35 college professors in her department on a daily basis each carrying a load of about 4-5 classes each with 30-45 students in each. My mom has already started telling students about her experiences with your dealership and American-made products (going so far as to declare very publicly that she will never buy an American car again)! I guess that it goes to show that the American auto industry is still making junk products and foisting them on a hopeful American public. Please have someone contact me at your earliest convenience and save me the time of having to shame your company into doing the right thing here! Very truly yours, Heidi Arndt

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

I would not recommend this dealer because they are...

By AlexNguyen on 1/6/2013 at 5:28 AM.

I would not recommend this dealer because they are dishonest. I had call to check if my vehicle I was looking for was available and they said yes. But when I got there he said it wasn't. I drove almost 30 minutes to get there. I was very upset!!! He should be fired!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

I've been having my wife's Buick Terraza serviced here...

By Joe Aarsvold on 10/20/2012 at 7:35 PM. Helped by Mike Bower, Michael Carter.

I've been having my wife's Buick Terraza serviced here for approximately 3 years, and am thankfull to have found a GM Dealership that excells in both maintenance quality and professionalism. I've also had great experiences with this dealerships handling of service and parts for my daughters friends Saturn Ion. I just had a rack and pinion power steering unit along with lower control arms replaced; a job well done and competitively priced, keep up the good work.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

To Whom It May Concern: On 4/4/2012, I purchased a...

By emurillo on 4/24/2012 at 5:14 AM.

To Whom It May Concern: On 4/4/2012, I purchased a 2012 GMC Acadia Denali. It had been quite a few years since my last ‘new car’ purchase and I’d like to share my ‘Penske GMC’ car buying experience with you. Let me first point out that my past experiences have been ‘forgettable’. They’ve always been a stressful and almost agonizing experience. Recent ‘shopping’ trips to other dealerships also left much to be desired as several salesmen I’d met did not know the product and could not answer what I term as basic questions. Others seemed to ‘not want’ to be bothered. Hence when I went to Penske I was very pessimistic as to what the experience would be like. Admittedly, I was very apprehensive when I arrived at Penske, being a non believer, but David Loyola made me a believer that high-quality service is possible and does exist. To my surprise and thanks to David -- my experience was quite positive, it was actually enjoyable. David proved to be professional, courteous, attentive, patient, informative, personable and very knowledgeable about your product. He was not at all pushy, like my experiences at other dealerships. Unfortunately, I can’t say the same for Reed (on finance team), someone I spoke to on the Saturday prior to my purchase, which was the only negative I experienced. Reed was rude, pushy and seemed to lack people skills, so much so that instead of making a purchase then, I left as he was argumentative when speaking to my wife, (several of your staff witnessed this exchange) - a stark contrast with David who was professional and the only reason I returned to do business there. In closing, I would recommend ‘Penske’ and specifically David to any of my friends and or acquaintances who would be shopping for a new and or used automobile. Please note that I am requesting that this letter be shared with Mr. Penske. Thank you.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

We are giving high ratings to Penske Buick GMC of...

By Kgonzo on 2/2/2012 at 5:31 AM. Helped by Sam Nachawati and Adam West.

We are giving high ratings to Penske Buick GMC of Cerritios dealership because it was the best experience we have EVER had!!!!! We were greeted at the parking lot by very helpful sales rep. We were then introduced to our sales consultant Sam Nachawati, who was very knowledgeable of evey aspect of the vehicle and answered every one of our questions. We were treated very professional. When we sat down to go over the price of our vehicle we were then introduced to Sam's manager Adam West who was very respectful and professional. Both Sam and Adam made the decision on purchasing our vechicle very easy and comfortable. It made the 3 1/2 hour drive worth going to this dealership to make this purchase. We have and will continue to let all our family and friends know how good we were treated. We highly recommend them to eveyone we know!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

My impression of this dealership is their staff, like Jay...

By br2rkf on 1/22/2012 at 3:21 AM. Helped by Jay Janadi.

My impression of this dealership is their staff, like Jay Janadi, that will go beyond expectations to make a sale. He was very professional and provided a service that cannot be compared to.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

My boyfriend and I were looking into trading in our gas...

By RayzennSantos on 1/21/2012 at 2:17 AM. Helped by David Loyola.

My boyfriend and I were looking into trading in our gas guzzling truck. We came to Penske just to window shop for cars. Instead of window shopping for cars, wel left the dealership 4 hours later with a PRE owned 2008 Acadia. David and his manger provided excellence service and were very respectful. They worked hard in securing us the best deal for our 2008 Acadia. We are very grateful for their service and dedication.

I would recommend this dealer.