Lack of follow through
Let me start by saying, I don't write reviews (I just like to read them). Mckenna has been so incredibly horrible to deal with that I feel inclined to share so that others don't have the same experience as myself. I leased a Jetta from McKenna Cerritos from 2015-2018. I decided to buy a new car in Aug. 2018 from the dealership because I didn't have any issues in the past. When I purchased the car four months ago in August, part of the deal was they would pay VW the outstanding balance of my car totaling under $300. No problem, right? Absolutely wrong. My family and I have spent the past four months trying to get Mckenna to pay with no results. I continue to get past due notices from VW and I continue to demand that it be handled. My credit score might be hit because of Mckenna's inability to follow through. We tried to deal directly with Joe Serpico, the general manager. I have made multiple calls to his office, where the receptionist said, "I can see him on the phone, I'll have him call you back". When he legitimately ignored us for another week (we sent about 4 emails with no response), he then later told us he was "on vacation". I wouldn't recommend this dealership to anyone who expects follow through. It was even written in the contract! Just beware. Would hate for the same thing to happen to you.
I took in my 2017 MK7 Golf R for a service because my Lane Assist feature was not functioning. I was helped by Debbie Moon. Debbie never once did a walk around on my car to inspect for damage and i have the paperwork to prove it. She took my car on a Wednesday and I didn't end up getting it back until Friday, no problem there since they diagnosed the problem and ordered the parts to replace the faulty ones. I didn't mind the wait at all and they even gave me a loaner to drive around in the mean time. I picked it up and washed it on Saturday, the next day. I noticed that when I was cleaning my dash board, there was a noticeable scratch on my console. I only use microfiber rags to wipe down the inside of my car and that scratch was never there before, mind you I have only had the car brand new for 1 month. I am then washing the outside of my car and I notice that my right front wheel is scratched. I call Mckenna Volkswagen of Cerritos right away and they say I have to make an appointment with Rick the Service Manager. I made an appointment for the following Wednesday. I get there and Rick approaches me and we go outside to take a look at the car. I begin to explain to him the situation prior to dropping off the car and he immediately interrupts me and tells me in a rude manner that he doesn't want to hear any of that. That all he wants to hear about is what they did to the car. So I stop and begin to explain the damage done to the car. As soon as I point out the damage he immediately claims that there was absolutely no way that they could have scratched my dashboard. He said that they never had to enter my car to replace my windshield even though I found used oil rags in my car afterward and they had to reset the sensor in the windshield. So he claimed that there was absolutely no way they could have scratched the inside of my car, he didn't even consider it as a possiblility for a second. So I guess the scratch just magically showed up on my dash and it must have been some kind of weird coincidence. Next, I try to show Rick the damage done to my wheel and I was not surprised when it didn't even take him a second to deny it yet again. He claims that there was no way that they could have gotten curb rash on one of my wheels because he claimed that never drove my car off of the lot. This is a complete lie on his part. Debbie Moon, the service advisor who helped me, told me specifically that the mechanic had to drive the car on the street in order to make sure that the Lane Assist feature was working properly. Rick never worked on my car and he had no idea what went on with my car. He just straight out denied the claims about them damaging my brand new car. Rick became offended when I interrupted him when he was talking and he walked away from me, even though he interrupted me rudely at the beginning of our conversation. I have no idea how someome who is so emotionally sensitive is the manager in a service department. He clearly lets his emotions get in the way of his decision making, rather than going based off of facts. I dont think that him getting offended over nothing really justifies him not takimg responsibility for their actions and refusing to help my situation even though I have paperwork that proves they never did a walk around to inspect damage. Rick never placed himself in my shoes and never considered my problem as a possibility. After Rick walked away from me, I asked Debbie Moon if they just were going to all walk away from me and she says "Well you know Michael, I really think Rick would have covered the damage if you didn't argue and interrupt him." I laughed because I felt like I was talking with people in my old highschool, mind you these people are twice my age and are supposed to be professionals. If you want to bring your car in for service to a place where they will damage it and deny that they did it, the bring your car to Mckenna Volkswagen of Cerritos where they don't consider your claims and walk away from you offended if you express your opinion in the matter.
This is not a friendly dealership nor do they take you serious. I wasted almost a month with them. They are very disorganized, I was interested in a used 2015 Passat, I made an appointment to test drive it with a sales man and when I showed up he wasn't available, I still test drove the car, they didn't care to ask me much and simply said I would be followed up with later that day, a few days go by with no follow up, I emailed the sales person asking for an update, to be told he had to run an errand and that's why he wasn't available at our appointment time, also told me the car didn't drop in price, when it in fact did and I sent him a screen shot of the lowered priced shown on THEIR web-site. He involved his "manager" and the manager said he would give me an offer I couldn't say no to and he would follow up with me...again NO FOLLOW UP, I had to be reaching out to them, the manager then had the sales guy contact me again, (being tossed around once again) and I gave him my offer, he said he would contact me once he spoke to his manager, AGAIN, he did NOT contact me at all for over a week, and to my dismay, the car is also no longer available when it certainly was available that week I didn't hear from them. I sent them an email asking for an explanation and I have yet to receive an answer. I will be reaching out to the McKenna company manager to submit a formal complaint.
Do not trust them. They will lie to you!
Let me start by saying that if there are not more bad reviews it might be because the manager threatens to sue you for defamation if you leave a bad review. I will make my story short because I am writing a blog about my experience buying a car: [HTML removed] I bought a VW Jetta 2014, I thought I was paying $12,500 for it. It turns out that I am paying $14,000 because my down payment didnt go towards the price like I thought and I was told. I even asked this direct question to the finance person and he plain lied to me (and I fell for the lie). Overall it was a very stressful experience, over 2 hours process. I came back to speak about my purchase and no one was able to help me, they told me to come back when the people that dealt with me was in. So I did, I came back and after 2 hours of waiting the very rude manager let us in his office, with constant interruption. The manager treated me and my bf as if we were stupid and basically kicked us out of the office telling us to take our complaint to Volkswagen (so we did). There is was also strange charge in my bill which we are currently investigating, since no one at the dealership was able to prove what it was (after 3 people looking at it). They also told me I would get car mats which they never gave me. Following charge: today 2/2/16 Volkswagen called telling us that the air filters that were supposed to be installed are not, and that I am supposed to make an appointment to have them installed. Of course, no one ever told me this either. Don't let them fool you!
WORST EXPERIENCE EVER!!!!
Was promised a Carefree Maintenance while on Test Drive. 8k miles later they said car has no Carefree Maintenance. (Bought a CPO). DON'T BUY FROM THIS DEALER!! [non-permissible content removed] !!!!THEY WILL RIP YOU OFF!!
I went along with a friend when she purchased a used car listed on Edmonds.com at this dealership last week. Very regrettably we did not see beforehand that the car was listed here at a much lower price ($16,900) than was posted on the windshield ($18,100). The final sales price was $17,600--well above the online listed price. Not only was the whole sales experience lengthy, (6+ hours) and exhausting, but it appears we were victims of deceitful practices and false advertising. I have already started telling others to check Edmonds.com before buying any car and I will definitely steer others away from this dealership.
First Visit to McKenna Service Dept.
I recently brought in my new 2013 Jetta Sportwagen for its initial 1000 mile checkup. They fixed a minor problem promptly. No complaints, friendly staff.
I Love my 2013 Jetta Sportwagen TDI
Since I don't care for the traditional car buying experience with all the required negotiation, I decided to try the Costco Auto Purchasing Program. I recommend purchasing your next VW at McKenna VW through the Costco Auto Program, it was easy, no hassle, no pressure. Thanks for giving me a great car at a great price!
McKenna Volkswagen Cerritos - Not a reliable dealer you can trust
I bought a Jetta S from McKenna Volkswagen Cerritos on 11/24/2012, the floor mats were missing and salesperson confirmed that mats were taken out while washing the car, and promised to FeDex/UPS back to me, after few days the mats has not been delivered, I called again and salesperson said he did not send the carpet, but will deliver in person next morning, and lied again. Since then, the Salesperson of McKenna Volkswagen Cerritos never answer my phone calls, text and emails, just let everyone knows that this is the exactly service after they sold you the cars, never return your calls, never return something they owe to he car owners, never perform what they promised. The Mats itself do not cost much, but the credibility of this dealer is cheaper than the mats.
Cody was the internet sales person. He answered all my questions we went back and forth on price and was super helpful. Didn't feel pressured at all. Even though I did not buy from car from this dealer,I feel like my experience with them was great.
Frustrating experience - they do not know how to do the paperwork
Frustrating experience - they do not know how to do the paperwork and once you pay, they dont 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 havent called at all. Finally Ive contacted the owner (Dany McKenna) to get some progress. Its been 5 months since purchase and I finally got papers but it cost me a lot of time and effort.
Go to Garrett for a good deal!
Our salesperson, Garrett Osbourne, was awesome!!! Although I received a lower quote from another dealer I purchased from Garrett because of his follow through, honesty and humor. Also, he matched the other deal!