Berkshire Hathaway Automotive Group

I waited for a phone call from Derek Parra for 3 days after scheduling my service appointment. The scheduler told me that she sent a message to him about getting me a Lyft ride home and he would contact me to confirm I had a ride before my appointment. I called around 10am the day before to inquire about my ride as I had not received a call. The scheduler tried to contact him and was unsuccessful so she told me she would send another message. I called again at 5:15pm and spoke to the same scheduler as there was no answer on the advisor option. She tried to reach him again and was unsuccessful. She told me she would send a message and he would contact me before my appointment. I reminded her that my appointment was at 8am the next day. Since he hadn’t called me in 3 days I wasn’t confident he would call in the next 45min before they closed. As I suspected, after 2 calls on my part and 3 messages from the scheduler, Derek never contacted me. I arrived the next morning at 8am. He was able to schedule me a Lyft quickly, however I did tell him I was disappointed by his lack of responsiveness. He said “we’re really busy”. He knew they were going to be checking for an AC issue from the appointment as well as our conversation at drop off. He never called me once that day. I responded to a text from him around 2pm asking when I should expect a diagnosis on my car. There was no response. I called late that afternoon around 5pm and someone else answered the advisor line. He transferred me to Derek’s line but it went to voicemail. I left a message. I called again around 5:15pm and spoke to the same man who transferred me to Derek again and he finally answered. I asked what’s going on with my car since I hadn’t heard a word from him all day and they were going to be closing soon. He never indicated that I may be without a vehicle all weekend. He then said they still hadn’t figured out where the leak was after doing a dye test. Then he told me the tech working on it doesn’t work weekends so he can look at it again on Monday. I told him I couldn’t be without a car on Monday - that’s why I dropped it off on Friday morning so they had all day to diagnose/work on it and Saturday if the service ran over. He said he would call me at 10am the next day to left me know what was going on. He did call me but the number came up “spam risk” so I didn’t answer. I called him back after hearing his message. He told me they didn’t see an actual leak but there was dye on the evaporator head so it would be $2000 to fix, including 8hrs of labor. That seemed extremely high to me, especially when they didn’t witness a leak, only remnants of dye. I told him that I was unlikely going to be able to pay to have that done now but would call him back. I called around 3:15 and he didn’t answer. I called the advisor line and there was no answer there either. I left Derek a message saying that I wasn’t able to pay that today but maybe I could schedule it the following week since I needed my car on Monday. He never called me back, or did he touch base with me in general at the end of the day to see what I wanted to do. I called again around 4:15 and got no answer and the phone rolled to the scheduler. I told her I was in route to get my car but haven’t been able to get a hold of an advisor all afternoon so I wanted to make sure someone was there so I could get my car. She told me as long as I made it there before 5pm we would be fine. We arrived around 4:40 and there was not a soul in sight. I told her I wanted to file a complaint due to the lack of communication and responsiveness I was getting from the advisor over the past 4 days. She told me she was sending that information to the service manager. I have not received a call from the service manager to date - it’s now been almost two weeks. I happened to flag down a salesman walking by who said he thought that everyone left already but he would see if he could find someone. He came back with the general manager and told me that service closed at 4pm. I was furious since I needed my car back. Eventually, they were able to connect with someone to come back and close us out so we could get our car back. I had an AC service done with George in July of last year and had no problems at all, which is why I brought my car back. However, after the experience I had this time around, I would never bring my car back there, nor would I recommend this service center to anyone. I took it to my local Greulich’s who not old quoted me almost $400 less (if they had to do the work you indicated it needed), but they said the issue could have merely been that I was low on Freon. They filled and charged my system and it’s working fine - it cost me $195. Not only did your team not tell me it could have been a simple fix like this, they also told me they say dye on the evaporator head - which is completely sealed behind the glove box. It’s not even visible when snaking a line through the vent so it was a complete lie since they didn’t remove the dash to be able to see this. Shame on you for trying to take advantage of people!

Excellent customer service and expectation from Adrian Baca Left as a very pleased customer And I will return for service and products Thank Again Hats off to Adrian !

Excellent service. Thank you Eric!

Bradley and my technician Dave provided excellent service and work. They were also extremely careful with my car and I really appreciate that.

3 warning lights now on after airbag replacement Goes back in the am!

Transmission went out after owning the car for just a few months. Stuff happens. Not sure why there is any debate to who should cover the rental car while the repairs were being done. Covered under powertrain warranty. Still waiting for approval. Not okay.

Ronnie Crowe is the best service person at your dealership. I really appreciate his professionalism. He always has my best interest in hand!!

Fast and friendly service.

Evan provided outstanding service today, as usual. Thank you!!

Excelente servicio y muy buena persona Jaime R Nava

Very Good

It was a pleasure working with Isaac in the service dept today.. I look forward to working with him again in the future! Two thumbs up! Thank you!

Davin is the best

Excellent service. Very customer oriented

I liked how they took care of me and my car and made sure all the problems were fixed

Carlos Fuentes is truly an amazing individual! He provided my son and I with an incredible experience. I’m glad he’s apart of the team at Cerritos Nissan. I couldn’t have asked for better help and a great customer service. I look forward to only having Mr. Fuentes as my service representative. Thank you so much Carlos! Much appreciated!

Tony is the best. So courteous and helpful. Thanks for the awesome service visit.

Doesn’t get better than Cerritos Nissan. Was greeted & helped out by Brian Guillén, wonderful gentleman. Walked me through the procedure our car was going to have and kept me updated with accurate & detailed results. Was out fairly quick, really satisfied overall.

He did a fine job. Promote him immediately.

Mark has been great getting everything back working. Especially appreciate the regular updates that he provides!!