Recent Reviews from BMW of Buena Park

I have been a loyal BMW Customer since 1997 having bought a 528i, 325i, had 4 X5s, X1, and 2 X3s in the past, for its safety and reliability. I had good rapport with Monrovia BMW and New Century BMW having an agreed to price and no surprises. I do not tell one dealer’s offer to another. Made an appointment for 2:30-3:00 pm. Unfortunately I decided to take up an offer with Buena Park BMW, but should have backed out as soon as the amount agreed to changed up to an extra $300. Granting a possible misunderstanding I agreed to split the error 50/50 and ensure no more surprises on a premium package hybrid X3. We then proceeded after about 4 hours mostly waiting for the salesperson to keep going back to coordinate with supervision. Real time calculating numbers was less than an hour, going back and forth with management was about two hours. Financial printout took about 20 minutes. Everyone was made aware I had to leave at 7 pm since I had an autistic child with his caregiver leaving by 7:30 pm. Without going line by line again, I asked if the printout was as we agreed to and was assured it was. We still did not get out till about 7:30 since I was informed the car is being prepped, which could have been done after I agreed much earlier. The bait without letting me know after they checked my credit was that a 1.9% loan interest was not possible (considering they checked my credit when I dropped in a few days before) which was now given to me as 3.9%. I asked during sales about the warranty and was told it was for 4 years, 50,000 miles. The financial person was up front and did what he was instructed, he made arrangements to extend my loan period when my other surprise came. The warranty is only for oil change. To get my usual bumper to bumper coverage as I had on my X5s, I had to shell out an extra $12,397. Tired and stressed I groggily took the option. As long as everything is evened out after, trade-in, down payment, etc to $50,000 plus the warranty. I was promised yes. Signing the contract was sign here, here, here, etc on a laptop. After it’s done, I was given the complete folder and off to home. That night, I decided to review the printout and was upset to find out that the $50,000+$12,397=? $62,442.75!! Off by another surprise of $45.60. I called the financial person who had to put in an inquiry for the extra amount to the sales manager (Jalal Kawa). Sale was 29 Dec 2020, call was 30 Dec 2021. A person named Veronica called me a few days later after a review I made and said she’ll call back. It is now almost 2 weeks - nada. As a disabled military veteran I normally request folks to give me their bottom line offer as I feel uncomfortable negotiating. Well, for what it’s worth this is my last wish car.

M Martinez Jan 9, 2021

I recently brought my car in for service with Shelly BMW on Oct 21, on Oct 26 at 5:46pm, I received a call from service telling me the car is done, and I need to come pick it up before 7pm, as that's when they close. I was still at work when I received the call. I left work, and was stuck in traffic for 45 mins to get to Shelly. When I arrived at 6:45pm, service was getting ready to close. Ran in, return my loaner, then waited to get the key for my car. I got to my car, and had to rush home, because my husband was late for work. When I got home, I checked out the car on the drive way. I noticed the leather cover for the glove compartment was peeled off, and it was hanging. I wasn't happy when I saw that. Then I checked the back seat, service didn't vacuum the seat or the floor, they left it dirty. I took pictures of these areas, emailed them to my service mgr. The next morning I received a call from Daniel Hager from service. He said he saw the email my service agent forward to him. He didn't apologize or offer to ask me to bring the car back to clean the back. In reference to the leather peeling from the glove compartment, he said that wasn't the technician's fault because I left my car there for a few days, maybe when they park my car in the lot waiting for service anything could happen or it was probably my fault. He said before technicians start working on the car they complete the Know Your Vehicle inspection, and check the services that are recommended to be repaired. So I asked them, how can technicians make recommendations when they haven't even serviced my car yet? Daniel Hager couldn't respond to that. He then said well I'm glad to know my technician is doing his job. I said wait how is it your technician is doing his job when I brought the car in to change only the brakes, and repair the oil feed line causing for exhaust to have smoke in the morning, then when you return my car the leather is peeling on the glove compartment? The glove compartment was fine, if it had problems, I would have made a comment to the service mgr when I brought the car in. Daniel Hager said it wasn't Shelly BMW's fault and that there is nothing they can do, or I can buy a new glove compartment, and they can maybe work something out to waive the labor charge to put it in for me. I said, wait, I brought the car in, I leave it for a few days, I get it back damage, and you ask me to pay $593.72 to buy another, and you install it at no labor charge? Doesn't that sound a bit strange? Then Daniel said maybe when I brought it in it was already damage and I didn't know. How is that possible? Then he gave me BMW North America's number, telling me to call them to see if there is something they can do, because there is nothing Shelly BMW can do for me. I called BMW North America, and was told I need to handle it with Shelly BMW because the dealers are privately owned. I called Shelly BMW back, asking for a client care mgr. They transferred me to Annette Andrade their Client Care Mgr. I left her a voicemail on 10/27, today is 11/02 no call, no email to resolve my voicemail complaint. I'm very disappointed with this. How can they be credible for their Know Your Vehicle reports when they check they clean/vacuum my car, and its still dirty when I pick it up?

Kathy DuyNguyen Nov 2, 2017

I am complaining for several reasons today. The Service Manager at the Shelly BMW dealership in Buena Park, CA behaved in a very insensitive, aggressive, and unprofessional manner AND to top it off is a bold face liar!!! I am clearly upset by the events that went down yesterday at 8:30 am. My Mother was driving one of the Shelly BMW rentals since last week because her car was displaying an error message. She dropped off her car and was given a rental car. An Ugly one at that. Anyway, yesterday while my mother was commuting to work all the way to Victorville, she began to feel unsafe while driving the rental car because it began jerking while she was pressing on the gas pedal. She did not want to continue driving the rental because she felt unsafe, so she pulled over safely onto the shoulder of the fwy and called Shelly BMW. She spoke with a lady (assuming the front desk) who told her that my Mom should drive the rental back to the dealership. DID THE LADY NOT JUST HEAR WHAT MY MOTHER SAID??? She does not feel safe driving a vehicle that is jerking while she is driving, furthermore she did not want to be blamed for damage to the vehicle if she did drive it back. So my mother was then transferred to speak with the service manager who you would think would have been smarter. No he was not. He told my mother that her car was ready and that he would drive HER car to her. Keep in mind, my mother never received a phone call from Shelly BMW service saying what the issue(s) were with her car and how much it would cost…you know the normal policy where they call and let you know what is wrong with your car, and how much it will cost. That did not happen. So my Mother was shocked when she was told that her car was ready AND that they were going to drive her car to her. My mother clearly said NO I do not want you bringing my car to me and she requested a new rental and for them to tow the current rental back to the dealership. He told her NO to both requests. No to a new rental and no to towing the rental. He drives to Victorville in my mother’s car ANYWAY after she told him NOT to. My mother went ahead and called AAA tow service since the service manager said they don’t tow cars. WHAT?!?! So your cars never break down. Give me a break!!! So my mother had to use her own AAA towing points to tow a BMW rental?!?! AAA even said that was fishy and that BMW better take of the tow fee’s/points. How does a company like BMW have individuals working/representing them who have no concern in the world for their customers??? I hope no one has to experience what my mother went through. My mother will never get another vehicle from Shelly BMW again and advise anyone who will listen to do the same. ME INCLUDED.

Jeanie Davis May 14, 2015

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