Bchav 24

Review of AutoNation Toyota cerritos

Let me start by saying I will never be back to thi...

Let me start by saying I will never be back to this dealership! The only good part of the experience at this dealership was the purchasing side of it. Salman, the salesman, was very helpful in getting the exact vehicle I wanted, and no pressure. I definitely recommend asking for him. Now let's get to the horrible experience, I purchased new toyota highlander less than one month ago, only 1,200 miles on it, and already started having issues; reduced power, grinding in reverse and Im getting 5 gallons less when filling up my tank than the advertised 17.1 gallon tank. I made an appointment early in the morning to get the issues looked at, approached the appointment line which had like 7 cars ahead of me. One of the workers directed me to the express appointment line, I got out and asked where I needed to go, since this was my first time at the service center and had an appointment, he said just wait in your car. Long story short all 7 cars that were in the regular appointment line, 14 cars that were in the regular pull up (no appointment line) all got helped before me. Whatever, fine, they were basically ahead of me but what is the point of making an appointment if you take the regular/no appt line first? While I wait wondering when i'll get some help, since there were no cars left except me, about 5-6 more cars pull up to the appointment line....They all got helped before me and the same guy I asked where I needed to go for my appointment pulled the last car in my line in front of me, got out, looked at me in the car and didn't say anything. I probably would have still been waiting if I didn't demand I get some help. Finally I get some help, they take the car back and it takes 8 hrs to say there wasn't anything wrong so I called BS because everytime I applied the brakes in reverse it would grind. I went to the dealership to pick up the vehicle and talked to the my salesman (Salman) since the techs obviously can't hear, I showed him the video of the grinding and said that's not normal for a hybrid. So we went out to listen to the vehicle to see if it was doing it and what do you know...grinding right away in reverse! Salman went to talk to a different service advisor since all my issues I'm having on the vehicle are "normal", apparently from the original service advisor, and even Salman backed me up saying he's never heard of these issues being "normal". So I left my vehicle for another day to get it checked, I get a call the next day that they hear the grinding now and if they fix it, they'll give me a call. Didn't get a call, so it must not be finished. Wait till the next day and received no updates, so I end up calling around 3 in the afternoon and was told the vehicle has been ready for pick up! Thanks for calling and telling my vehicle was ready for pickup... During this whole time I wasn't offered a loaner vehicle or ride home or nothing. Guess I should cancel my extended warranty since I can't even get service to fix the damn thing. So I picked up the vehicle, no more grinding! thank goodness! But now I'm left wondering why I can only fill a full tank 5 gallons less than advertised and how power loss to the point where it feels like it's going to stall, "normal".

BTW If it wasn't for Salman, this review wouldn't have any stars. I would give his service 5 stars alone.