I had the worst experience with McKenna VW of Cerritos. First, they sold me a pre-owned certified vehicle with 115 points inspection that had over $7,000 in body work repair. How do I know that? Because the previous owner left the actual repair invoice in the globe compartment. I tried to resolve the matter with McKenna, but of course, they would not return my calls unless I am in the market to purchase a car. Therefore, I had no choice but to contact a lemon law attorney office. They told me that I had a case and they were going to help me. However, I decided to give them a last chance to make it right and sent the GM at McKenna an email. I told him that if I don't hear back from him within the day, I was going to take it up with the lawyer. And guess what, I got a call immediately. Yes, you need to tell them that you will get a legal representation if you want them to call you. And in their defense, the Director of pre-owned department took care of the matter, and I got a replacement VW and I thought everything was good. Until nighmare No. 2 started. It has been 3 months and I still don't have the registraition, sticker, nor title of the vehicle (I paid in full). I called several times to Finance, but of course, I am not in the market to buy a car, so NO RETURN CALLS!!!!!!! Finally, I decided to drive from Chino to the dealership to speak personally. As I am very upset with the dealer, I first speak with the pre-owned VW manager. I told him that I can't trust McKenna to do the proper DMV paper work so I was going to drive to AAA and get it done myself and get the sticker. Therefore, I requested a refund of $80 (DMV documentation fee I paid when I purchase the car). He told me that was not an option. Whether they did the paper work correctly or not, they process my paper work so they deserve to be paid. See another case below who took him 5 months of ordeal to get his title:


Tad123456789

Reason For Visit: Sales (New)
I Recommend This Dealer: No
Employee(s) Dealt With:
David J Choi

My Review Of McKenna Volkswagen Cerritos:
Frustrating experience - they do not know how to do the paperwork and once you pay, they don’t care about the mess they caused.
I bought there a new VW and everything looked OK. After 2 months I realized that I did not get my certificate of title (pink slip).
I checked at DMV and found that those guys messed the paperwork so my car was owned by a bank (that was not the only mistake).
I have been calling them dozens of times leaving messages for different people but nobody bothered. It took me 3 weeks to get them interested in my case.
They promised to solve it but nothing happened for next month. When I asked, they never knew the status and always promised to call me next day and then haven’t called at all.
Finally I’ve contacted the dealership owner to get some progress. It’s been 5 months since purchase and I finally got papers but it cost me a lot of time and effort.


So, as you can see they have not concept of what customer service mean. Oh, by the way, I was even threaten to escort me out of the building by the finance person if I don't lower my voice and that I was being un-professional. I had to waste 3 hours of my time driving back and for from Chino to Cerritos and dealing with them. Who would not be upset???!!! And, the general manager did not even bother coming to see what was happening. He was just sitting comfortably in his chair. Imaging if you were there to purchase a car, I guarantee you that the General Manager would have come at one point to shake your hands, and say Hi.

I will do my best to share my experince at McKenna VW Cerritos via the web and personally with everyone that I know. And, if I have can stop one future VW purchaser from going to McKenna, then, I have accomplished my mission. But, that's ok for McKenna because they save $80.

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This dealer's sales staff refused to honor the agreement that we had previosly arranged via several phone conversations. Upon arriving they were unorganized and lied about who I was suppsosed to talk (fleet/internet sales). Turns out that Luis (salesman) was not in fleet/internet and couldn't make a decision about anything. I was explicitly clear when I called that I wanted to talk only with fleet/internet sales and with the manager so that I could actually speak with the decion maker. That was not the case. They took my used car registration and keys, lied about the new car price, haggled, and it took FOREVER to get any straight answers. I had to speak to a boat load of sales people and none could give me a price on my trade or new vehicle. After many hours and demanding my keys back, I left. Upon arriving home I discovered that tthey had taken my insurance card and registration from my vehicle and did not put them back. I called and the nightmare continues. They claimed that they put them back, then they said that they had them and I could pick them up, and finally they couldn't find them, but if they find them, they will mail them. after more than a week I still don't have them. Everything was terrible about this dealer. Avoid them at all costs. I highly recommend Commonwealth VW in Santa Ana where they were wonerfully profesional and courteous in every way. I got the car and price I wanted and they are even helping me with my trade even though my registration was taken and not returned frrom McKenna.

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I wish I had read the ratings for this dealer sooner. I recently purchased my Jetta from this dealer and had a bad first time buyer experience.
Everything was fine until we had to discuss the contract.
Thats when it went horrible, the lady we were speaking to was nice at first, we singed the contract. It was late so we were all in a bit of a hurry to leave. The second sales person that got us to go into the office told me that before I left I had to drive the car out of the lot because it was mine. It didn't really make sense and he did not explain that by me "taking delivery of the car" it was done and I couldn't change my mind( I came to figure this out the next day!).
Even though that night they didn't even give me a copy of the contract or a key. I left without my car because I needed insurance for it.
I was uneasy about the contract and so was my sister which is why the next day I went back to see if I could get a copy of the contract because the numbers were not adding up. I was paying a lot more than what my initial salesperson had told me.
They told me the sales lady was not in and I could come back tomorrow. I called her the next day in the morning to tell her I wanted a copy, she told me I could stop by later to get it. So I did, we went over the contract and she had sold me a package with the gps, the GAP insurance and other things at a "discount" this "discount" added another 5 grand to the total purchase price.
When I told her to forget it that I didn't want it and that I wanted to pay cash she said asked my why wouldn't I want to finance. ummm Hello if I have the money for it why WOULD I want to pay interest even if it will "help my credit" which is what she kept on insisting. Then she said that because I had driven off the lot with the car there was nothing I could do and the contract was in effect. I was noticeably unhappy so she went "to see what she could". She then told me I could cancel the packed and it would take 4 grand off and that was the best she could do. That is what I did and although I wasn't thrilled about the total price it was better than what she had initially told me. I wasn't happy with the total price because It was different from what the second car salesperson told me it would be.

POINT IS: they were dishonest and lacked communication with each other. I was going to buy the car anyway I just wished they could of been honest! I would definitely NOT recommend this dealership to anyone! I don't even want to take my car to get any service there.

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Inattentive job, not willingness of performing promised items, the new car purchased from this dealer, completed all contract in late evening, we found out on 2nd day morning that the floor mats were missing, dealer acknowledged the mats were removed by car wash staff, promised to mail the mats to my address, but it never happens, I call the salesperson again then he promised to deliver the mats to my place, unfortunately failure on promise again, not answering the phone, never reply text, very disappointed to the service of this dealer and salesperson.

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Alex was amazing and made me comfortable with the purchase. He also made me feel like I had known him for years. I have purchased new cars before, however, never met any salesperson so kind, pleasant and with such a great personality.

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I have been forced to bring my 2007 Jetta to this facility ever since they moved from Norwalk. The service experience is the worst I have ever received. I brought in my car for an oil/filter change earlier this year, and also informed the advisor, Henry David, that I was experiencing a problem with my car when I tried accelerating. The car would jerk back, and take a while to accelerate. I dropped it off my car not knowing that I would get it back 4 days later, with nothing but an oil change done to it. During these days, I had to call the advisor asking for updates on the service, apparently he was too busy to call me, even after promising that he would. At some point, he finally tells me that a throttle replacement will be made (I didn't know what this meant, I was just happy that they had found the problem, and he informed me that it wouldn't cost me anything). On the third day, I called and the service was not completed. They need more time. OK. On the 4th day in the afternoon, I receive no calls...I called again and this time I was very upset because I had no means of transportation. The advisor happens to be off on that day, and the advisor who works that day tells me that the oil change had been done, but they couldn't find any issues with my car so I should just come pick it up. Seriously???!!! I am very angry at this point. I get there and I demand to speak to the manager. Rick Bradley greets me and after I explain what had happened to me, he looks surprised and looks at my order. He ignored everything. He comes up with the most brilliant idea. Leave it longer to find the issue, but you have to pay more. I just left. He hardly even apologized for this. How much longer did they need to find that the valve body had to be replaced??? Later, they identified the problem at the Mckenna in HB. Oh, but now I'm out of warranty, so I should just pay $1500 to fix this. No problem.

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I recently leased a new 2012 Volkswagen Jetta from VW Cerritos. The car (and the leasing experience itself) were both terrific, thanks to the fair deal I received from the dealership and also the attention I received from their remarkable staff, specifically Brian Omatsu, Internet Manager, and David Choi, Internet Director.

While their dealership did not have the specific model in stock that I wanted, they were able to secure one elsewhere, and not only did Brian drive to pick up the vehicle, he ALSO drove it to my door for me so I wasn't inconvenienced by having to return to the dealership and arrange for someone to drive my old car back to my home.

In addition to the fair deal I received and the convenience of the process, Brian and the entire staff are just very pleasant and kind people to work with. Brian will have you laughing throughout your time there, and I hear he is a great cook so maybe you can convince him to give you some of his recipes! I interacted briefly with the GM as well, Steve Luzzi, and he seems like a very attentive GM who cares about his customers and also his staff.

I would highly recommend that you purchase or lease your next VW car from Cerritos and specifically ask for Brian Omatsu when you arrive. You won't be disappointed!

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DO NOT WASTE YOUR TIME!!! I was in the market to purchase a new Jetta SEL Premium from here, when I first went to the dealership I met with Alex who was a nice guy and showed me the vehicle and went on a test drive. He was not pressuring at all and asked all the questions I asked and then gave me his business card. I then went to a few other VW dealerships which I STRONGLY recommend and once again test drove the similar model and trim line that I did with Alex. When I got ready to purchase the vehicle I called the dealerships that I had visited and let them try to earn my business with whoever gave me the lowest price, when I went back to Alex he did bet the lowest price not by much, but I figured I would go with him since he was the first salesman I met with and my interaction with him was good.
So when I told him we had a deal, I informed him when I would be in and what color I want the vehicle in. He informed me it was no problem; they had the vehicle on their lot and just come in. I informed him I would be in and that I wanted the process to be quick and fast as I already had my own financing set up. When I showed up to look at the car, I was informed that they did not have the vehicle there and it was at another VW dealership. When I mentioned to Alex and his sales manager that I was not informed of this and I was informed the vehicle was there, they began to lecture me on the ins and outs of the dealership business. Myself being a business owner informed them that I did not need a lecture about business as I run my own and the point is that I was told the vehicle was there and it was not. At that point I got up and walked out, the sales manager of course chased after me saying how he did not want to lose my business and that they could drive me to the other dealership to go see the vehicle and then I could drive it home from there as they wanted to me to the paperwork before I actually went there!!! DOES THAT MAKE SENSE???
I didn’t think so!! So I continued to walk off the lot, and I went to one of the other dealerships I was dealing with and still got a GREAT price on the vehicle I wanted. Dealing with them was the complete opposite of dealing with the idiots at McKenna. They had the car on their lot, prepped and ready for me and I was in and out in 25 min. At McKenna they had already wasted 30 minutes of my time by lying to me and then trying to lecture me. Like I said at the beginning, DO NOT WASTE YOUR TIME HERE!!! They are the typical stereotype of a car’s salesman and are not honest and you cannot trust them!!! GO SOMEWHERE ELSE!!

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Thanks guys for all your assistance through mine and David's purchase of our NEW 2012 TIGUAN. Love the new ride. It rides so well and David loves the 4motion. I am so excited about the kick that the engine gives out. I actually can pass cars with out flooring it. I know I am such a girl when it came to color, but the metallic grey is awesome and my windows look great with the added tint. My new life is complete with such and amazing vehicle from McKenna. Your staff worked really long hours for me on a beautiful Saturday afternoon. I am so lucky to be driving such an amazing vehicle around my new home in Huntington Beach. I love the Lease plan that I am now set up with I will be in as often as I can to just come say hello to my boys at McKenna and yes, I promise to bring you guys some grub on those long days. Thanks for everything. Peace Out!
Amanda David and Tidbit =o)

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TOOK MY CAR THERE FOR REPAIRS AND THEY DID A GREAT JOB. THEY BACKED UP MY WARRENTY AND FIXED MY CARS AS STATED IN THE ESTIMATE.

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