Penske Buick GMC of Cerritos Service Center

Waiting for over two hours for an oil and filter change and a routine inspection is excessive and very poor service. What is the point of making an appointment if somebody has to wait that long? The service rep told me it would be 60-90 minutes, and when I arrived back at the dealership after 90 minutes, I found my car parked in the east parking lot and could not locate my service rep. Apparently he was at lunch, and the work on my car was completed. What’s wrong with that picture? Why should customers wait while an employee is at lunch? Can’t service appointments and employee breaks be coordinated so that cars with completed work are available? Fortunately, there was another service rep who was kind enough to assist me - after he took care of three of his own customers and after he was able to find the keys to my car. That was another 30 minute wait. I only went to this dealership for service because it is close to the shopping center. Next time, I’ll think twice about how much Penske thinks about my valuable time.

Stephanie the service advisor is great. She is always helpful however, there is always an issue with quality control. They just fixed a button behind my steering wheel and now I hear a scratching sound every time I turn the wheel. Now I need to call them, take time to drive out there, sit there for hours or have my wife pick me up when she has time, then we have to come back to get my car. The amount of wasted time for my the client and them to fix something someone could have check is beyond me how this happens almost 100% of the time I go there.

The advisor was very rude. I had an appointment at 1040 and they didn’t even acknowledge me until 1105. They told me on the phone it would be 45 min routine oil change and tire rotation service (1st service for the new vehicle) but when I got there he told me it was a 2hr wait, WITH an appointment. I asked why and he told me because it was “almost lunch time.” Do better, you should be planning lunch around appointments or don’t have appointments scheduled near your lunch times. He also didn’t show me any paperwork and told me to just sign. I guess going without my husband won’t happen again. I asked for an inspection paper to see the specs of what the mechanic saw and he told me no and they didn’t release that to customers. I will never be back for service here.

They’ll run your credit through 4 different companies even if you tell them not to. I went to them with an approval loan through the company of my own choice and terms I already wanted. All Penske needed to do was contact the company with the approval code info and car info to start the process. I told them this. I told them not to run my credit. I have a friend that sales cars, she told me the whole scam of certain loan companies will allow the dealer to charge higher interest but pay the difference from what the buyer would pay. So I did all the loan work myself so my credit didn’t get ran many times and lower my score. Welp... they still ran my credit through 4 other banks and didn’t tell me. Of course I used the loan I already had situated to buy the car. Later I checked my credit and that’s when I found out the did exactly what I told them not to do. Hard headed mother******. They car is nice tho!

I had an appointment for 8:30 am for an oil change and tire rotation and waited for it. They were all done in 45 minutes. Very fast! I took advantage of the online coupon.