ComplaintsforPenske Chevrolet of Cerritos

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I didnt have to pay nothing out of pocket if I used the warranty but they told me to purchase the new engine through them I would be covered for it for another year but now they dont want to fix anything and are charging me I paid about ***** out of pocket and ****** with my insurance no one tried to help or resolve anything everything was about the money witch I just got the engine and the car isnt working correctly and they promised warranty for a year I paid extra out of pocket because they promised me warranty I called and went to the business many times to try and resolve the issue this happened June 29, 2023 A week after the engine was repaired the ac stopped working but they said it wasnt covered but a few months before we had got it repaired already so it should have been fixed already. They said it wasnt covered so all summer we didnt really drive it cause of the heat mind you im still paying for this car plus insurance and the new engine has less than 200 miles on it. I just want my vehicle fixed Ive game them so much money for things they fixed but end up not being repaired a week later. Do they just do that on purpose so I can pay extra? I just want my vehicle fixed without having to pay anything out of pocket they are being unreasonable and I have been very polite and patient with this unprofessional business.

  Business response

  03/06/2024

  I spoke to ******************** on 3/6/24 and explained to him the air conditioning issue he is having is not part of the engine warranty he received when the ************************ bought him an engine. He also claimed the needs a fuel pump and injectors that are also not part of any warranty. His vehicle has ******* miles on it and many parts are way out of warranty.
  The engine has a warranty for the engine itself, these other items and issues do not fall under the engine warranty. During my conversation with ******************** this morning I invited him in to the dealership for an in depth diagnosis at no charge to him. He agreed and will drop off the vehicle on Saturday 3/9/24 for Monday visit.
  I promised him the diagnostic and consultation afterwords.
  We did not agree to any refund or rebate. We will apply any warranty coverage on any part that has warranty coverage after we inspect the vehicle.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November 23, 2021 I purchased a 2022 ***** Suburban, for which I've traded a vehicle (2015 ***** Suburban) for which I had paid for my license plates. However, since the license plates had just been paid, a refund check was sent to Penske for $280, however Penske never sent me this refund. Until Jan 23 of this year Penske sent me a refund check for the $280, but the problem with the check is that the date on the check reads 04JAN22. I tried to deposit the check, but was denied because the check has an expiration date of 90 days from the issued date. I contacted Penske to get this issue resolve, but the finance individual who assisted me I think is ***** was rude and insisted that I should deposit the check, event though I explained to her that I had already been at the bank and the bank denied it because it was expired. She was very condescending and just told me that they were not going to re-issue the check. I kindly asked her to please revisit this, because this was not fair. I have waited for almost 2 months since I first contact them and no check was ever re-issued. this is why I am reaching out to you for assistance please.

  Business response

  03/10/2023

  I have researched this and found out that an error was made on the date for the check that was  issued.  I have asked my business office to reissue a new check and have it Fed Exd  to customer today.  The tracking number for the check is 7715-3704-0280.

  Customer response

  03/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I truly appreciate the urgency displayed on this process.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went buy a truck and the sale man are rude at the month they sold me a lemon piece of junk and wrote me a bad check for my money back for my down payment they wrote the deal up wrong did how they wanted to not the way I put my money down add stuff without asking. The truck had alot of problems. Cracked window unsafe truck.

  Business response

  03/03/2023

  He had some complaints about a used ****** Tundra he purchased.  We unwound (Voided) the deal and we returned his down payment back in a form of a check for $1000.  I believe his bank put a 7 day hold on it for some reason beyond our control.  I tried to explain this to him, but he would not listen to any of my reasoning.  

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Just got back from Penske and wasted 3 hours of my life (5 if you count my commute there and back). I had been approved for a $5K CVAP Electric Vehicle Grant, and Penske was listed as one of the few authorized dealerships in my area that would process the grant. I reached out to Penske to see if they had any Bolt EUVs in stock and was told the only way to get one was to put a deposit down. I was courted by **** (salesperson) to put a $1000 deposit on a base Chevy Bolt EUV 2LT. After 3 weeks I received a call from **** that the car was ready for pickup. We had agreed on the price over the phone (MSRP $28805, No Markup). I had done my research and MF was around .004 & 61% residual for a 36mo/10k mile lease. When I showed up to the dealer, **** processed my application and confirmed that the MF & Residual was the same as what I had researched. **** also told me about the $500 Healthcare worker incentive which I already knew about. Once we agreed on the sale price, I then told **** about my $5K CVAP grant being the reason I chose to purchase through Penske, and **** said he had not heard of it and would go talk to *****. I mentioned that Penske is clearly listed on CVAPs website as an authorized dealership. **** came back and said that they are unable to do the CVAP because it would take them 3 weeks to get paid on the car and that they can't wait that long to sell the car. I was furious. Long story short, I walked out and went over to Premier Chevy in Buena Park where they did actually offer the same deal + process my CVAP. WAIST OF TIME. *********************** to say on my way out, "What's your problem?".

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/23) */ We are sorry that you feel like you wasted your time with us. Unfortunately, we were not aware you were planning on using the Clean Vehicle Grant. Otherwise, we would have notified you in advance that our company has a policy to hold the vehicle until the paperwork is verified and the grant is paid, which can take a few weeks. This right is clearly written on the CVAC website under Dealer Instructions. We cannot speak for other dealer's policies on how they handle these grants. In either case, I do apologize for your time being wasted. That was never our intention. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) You did not offer to process the CVAP grant and hold the vehicle. Your sales manager plainly stated "we can sell this car tomorrow, we can't wait 3 weeks for your grant". You have not even refunded my deposit and it has been 2 weeks. Now I have to file a chargeback with my credit card company. You guys are the worst dealership I've ever dealt with. Very unprofessional. Business Response /* (4000, 9, 2022/12/02) */ I was not aware of your deposit. If you would like to contact me directly and provide me your credit card information, I would be happy to refund any deposit you put down on the vehicle. Consumer Response /* (4200, 11, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) You charged a $1,000 deposit to reserve a Chevy Volt EUV. You guys are ******. You have all my information in your records, issue a full refund or I will file a police report for theft & fraud and contact my bank to file a chargeback claim on your dealership. Business Response /* (4000, 13, 2022/12/06) */ The $1,000 refund to the credit card was processed on 11/30/2022. You can continue to call us ****** if it makes you feel better. We followed the directions on the CVAP grant website which allows the dealer to hold the vehicle until we are funded. You refused and wanted delivery the same day. If you want proof of the refund, I would be happy to email you a copy of it. I just need an email address to send it to.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After spending nearly 50 thousand dollars here on a truck, I was treated like a piece of trash and they called the police on me. I purchased an additional clear coat for the paint on vehicle, I was told that I would be contacted in a day or 2 to have the job done after trying to schedule the service for nearly 2 weeks some strange spots appeared on the paint I contacted they dealer they assured me it would be taken care of when I came in for the clear coat. I brought the truck in and they could not remove the spots. When I came back to speak with the manager about the issue I decided to record the conversation for my records, and it was at this moment that he completely lost it on me. He refused to speak to me about the issue and kicked me out when I ask him what the issue was he continued to yell and said he would call the police and sure enough he did. As a person of color having the police called on you when you have done nothing wrong can be quite traumatic as I did not know what was told to them when called and I did not know how they would react to the situation. This is no way to treat a paying customer and I'm sure I'm not the only person to have a terrible experience and the hand of the sales manager ******

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */ customer complained about the spots on the vehicle, as he was asking for help, he started videotaping without any consent, he was asked to stop taping but started getting loud. we had a showroom full of customers, he started shouting and making negative comments about the dealership. he was asked to exit the showroom but he refused. Police was called to escort the customer off the property. customer did not give us a chance to assess the condition of the vehicle. ***** will be calling the customer to work out a solution.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a vehicle in February of 2022. As of 5/26/2022 I have not received registration of plates from the DMV. I have called to talk to a sales manager on numerous occasions. I finally spoke with Jimmy back in early April who was apologetic about the paperwork that needed to be submitted and told me additional paperwork was needed. Within two days the paperwork was dropped off. It's been almost two months and I still have not received the title, registration or anything from the DMV. I purchased this vehicle to start a business and this has resulted in us delaying our start date numerous times.

  Business response

  06/27/2022

  Business Response /* (1000, 8, 2022/06/14) */ At the time of purchase the customer did not request commercial type registration. He called after weeks to request commercial registration, we were in the process of obtaining the registration, but we had to stop and start over since it is a different process and requires more paperwork and. I asked for more paperwork from the customer which he delivered within 2 days. Then it was submitted to DMV. The registration since has been issued and the problem has been solved

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car on the date of 06/30/2021 , with a test drive on the date of 06/24/2021, and the car was guaranteed to me with a passed safety inspection. When I finished I took the car off the lot I heard rattling sounds coming from the engine and the bottom of the car. I immediately called the dealership with the recommendation to return the car the next day, to have the car assessed. On 07/01/2021 I returned the vehicle to have it checked, I was told to just leave the car and they would call me. The dealership called me back after three days, I drove the car and the car had the same issues. When I discovered this I returned to the dealership not even driving down the street ,the car had the same problems, I also had the car tested by the staff they agreed the sound was there and asked me to leave the vehicle again. Once I returned the third time I found that the car was not fixed even the third time I asked to return the car .When I returned I spoke with ******** *** the sales man who sold me the vehicle. I expressed that this is not the same car I drove the 1st time during the test drive. I wanted to leave the car and told them I did not want it, ******** brought other staff members and they explained that the car is mine and I purchased it. It would be illegal to leave the car, and to take my car to Cadillac it is under warranty that they are no longer responsible. I took the car to Cadillac for the sounds coming still from the engine and the bottom of the car and they informed me the engine sound is higher then usual and they felt it was ok. After keeping my vehicle for more then three weeks. They found a broken part under the car and they changed it ,without providing a rental car. Afterwards, when I took the car and heard sounds I returned the car to Cadillac of Beverly Hills they found the car needed a new part for the engine. I received the call from the service engineer, and he found a part was broken inside the engine and had to be replaced,

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/01/04) */ Mr. *******, I am not quite sure what you are asking for us to do. It would appear that your vehicle has been fixed. Consumer Response /* (3000, 7, 2022/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) You sold me defective item and it Did not achieve the purpose of buying it, by law you are responsible for it . The car didn't fix at all . The car been to the service since I bought for more than 3 months and still there Clearly I want a full refund plus all my loss since I bought this piece of junk You lied about inspecting your cars before you sell them, this car never pass any inspection at all , or you changed the car I tested drive , will send you all services Has been done once I get the car back This car is a danger to my life and the lives of others, and I hold you fully responsible for anything can happens because you lied about the car being safe and ready to use. Business Response /* (4000, 10, 2022/01/24) */ When are you available to meet so we can discuss a resolution? You ae making a lot of false accusations. Nevertheless, I would like to see what we can do to help make this right for you. You can reach me directly at XXX-XXX-XXXX to set up an appointment to discuss the matter. **** ***** General Manager Consumer Response /* (4200, 12, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Mr **** ***** on Friday 2/4/22 at 4:20 pm and left him a voicemail to meet with him and called him again on Tuesday 2/8/22 at 11:08 Am and left another voicemail. But never heard back from him , by the way the car still at Cadillac dealer until now and still working on it Business Response /* (4000, 14, 2022/03/15) */ I have not received any voice messages. I check my voicemails daily. I am available after 1pm this Wedneday, Thursday or Friday if you would like to meet in person. Consumer Response /* (4200, 16, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) i called twice and left two voicemails sir , but anyway you can offer me in here what you have in your mind and what you think its fair to me as you see from the repair orders i sent i couldn't perform any business because the car been to the repair shop for several months , im waiting for your offer ... thanks Business Response /* (4000, 18, 2022/04/15) */ **** ******** spoke with the customer and the customer admitted the vehicle has had problems but were covered by the factory warranty. He claimed he wanted to return the vehicle the next day after purchasing the vehicle. the used vehicle he bought has the remainder of the factory bumper to bumper warranty left on it. I believe the warranty already has spent over $****** on it. There is no "cooling off" period in Ca. Consumer Response /* (4200, 20, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) my complain not about warranty or about fixing the car , my complains about your Deceptive Transaction sir 1-you provided me falls info and lied when you said all your cars go through inspection including safety inspection and this is not true because the car you sold me has a major safety problem almost gets me killed while driving on the road (check the repair history i sent). 2-car engine had problems too (check repair history) so what kind of inspection you did to this car and you didn't find out this 2 major issues ( the fact is you provided falls info and this car never been inspected ). 3-your employee ********* ***) didn't follow the law when i requested to return the vehicle within the legal window time(3 days) and he refused to take it back and he trapped me when he said will fix it (its means he admitted the car has issues )and he hold it for 3 days until the legal time for return is over then he called me to pick up the car when i refused because car still has same issues he spoke with me with improper way and he said i have to take the car or will tow it . i think you guys violated the law big time , because of this deceptive transaction i suffered severe financial loss in addition to psychological harm and my life became upside down ..i attached some customers reviews to show you deceive your customers and your technicians are not qualified.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on August 7 2021. I cancelled my rims/ paint less dents warranty since Penske Chevrolet sold me a warranty that does not covers chrome rims after the same dealership sold me a set of 22 new chrome rims and tires from the dealership and offer this warranty in case I damage my rims. Finally around sep 15 2021 I submitted a claim to have to repair one of my rims and my claim was denied on the basis that chrome rims are not cover. Not only I was lied too the dealership offer to give me 100% refund on my warranty. However a service financial advisor told me that even though I was sold a warranty that did not cover my rims I would only get a pro rated amount. My trucks has been paid off since 2019. The first check I got was not for the amount promised but a prorated amount with the fianacial company and my name. Of course the bank would not take the check with out the financial institution endorsement even thought I brought my pink slip the day I cancel. I was promise someone would take care of this a few days later. Again I walked in to the dealership and hand over to ***** ***** my pink slip to proof ownership of my 2019 Tahoe I also gave her my new address so I can have the new refund check send to me. Two weeks later finally I got an email from ***** ***** that shows a check with my name on it but my old address and I was told it was mail to my old address. It has been over 20 weeks now and I still don't have by refund check for the full amount. I would like the dealership to take ownership and refund me 100% of the warranty I was sold even though they knew it won't cover my rims.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/15) */ A refund check was issued to ******** **** and he picked up the check on December 13, 2021.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase vehicle in 2018, have had multiple issues ever since, seems like this is a lemon vehicle, keep taking back more that 5 times to multiple service Chevrolet dealers, Penske Chevrolet in Cerritos CA, Allen Gwynn Chevrolet in Glendale CA and Camino Real Chevrolet in Monterey Park CA, I have complaint to all 3 dealers about the engine exes I've vibration when in idle or at a stop, rough idle, engine clicking noise, near oil pan or under truck, have paid $500 for the 30,000 mile maintenance, at Allen Gwynn Chevrolet in Glendale Ca promised engine excessive vibration would go away, and still there, after that day ac blower started making a loud noise, as its rubbing, took it back and didn't take any responsibility, service manager was very rude didn't want to service vehicle at all, when turning left turn , tire rubs on plastic, hard shifting, down shift RPM revs up, and we feel jerking, going up a hill and have to give gas, we hear a clicking sound as if it's the rocker arms, hood

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/13) */ Contact Name and Title: ************** Director Contact Phone: ********** Contact Email: *********@socalpenske.com With only 1 service visit under warranty, I don't think he would qualify for aa buy back. That said he would have to ask the Manufacturer of Chevrolet in this case for about his request for another vehicle. We decline his request.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Salesman ***** ****** contacted me from Penske Chevrolet of Cerritos and pulled up my credit score after me and******** left the dealership and used my social security number without my permission and I was harassed because I left a truthful bad review of the company's customer service me and******** experienced. I now have the dealership's name stuck on my credit until 2027 and it has caused red flags on my credit. I really need help resolving this matter.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2021/08/20) */ Contact Name and Title: *************** Contact Phone: ************ Contact Email: ************************** Customer came in looking to purchase a vehicle. applied for a credit with the dealer by signing an application. Sales manager tried to secure a loan for the customer by submitting the authorized application to lender to obtain approval. credit was not granted by lenders. Inquiries stay on credit profile for only 2 years not 7 years Consumer Response /* (3000, 7, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is only half of the truth. One of their salesman contacted me the next day and ran my credit after I told him that we would look somewhere else. I have the text messages for proof. What is the purpose to run my credit again after leaving their business establishment if they already ran my credit? Remove this inquiry please and thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩