Recent Reviews from BMW of Buena Park

The service use to be really good at this location and since it became owned by AutoNation it has became horrible. This has been the absolute worse service I have ever received in my life. I came in on Tuesday stating I was going to wait for my car. After waiting for four hour I was told it would not be ready until Wednesday. This wasn’t a huge problem as I understand thing happen, parts need to be ordered etc. I told Andrew who was my service advisor that I 100% needed my car by Thursday before noon, I was assured this wasn’t going to be a problem and it would be ready around Wednesday early evening. When it came to the price of the service and everything my car needed including 2 tires I was quoted around $3,400 I asked more than once that this breakdown of the cost of services included absolutely everything, and I was assured it was, more than once. I didn’t just flippantly ask this, I was absolutely clear, again I asked this more than once. On Wednesday I sent several texts and a voicemail asking about my car and was completely ignored, I finally got a text around 6pm saying my car wasn’t going to be ready until Thursday. On Thursday morning I again had to send several texts to finally get a reply back from Andrew many hours after my first text asking if my car was ready. He assured me the car was going to be ready by noon. I needed to be picked up and he sent me a broken link to request a ride. I texted him saying the link the broken and if he can send a working link, again he wasn’t responding. I texted and call again to ask if he can resend the link and was ignored. I had to call the front desk to explain my situation and a ride request was finally sent my way. As I’m pulling into the service center to pick up my car at around 11:50am I received a text from Andrew saying the car isn’t ready. I was clear I needed to have my car by Thursday before noon if I wasn’t given the guarantee I would of waited to have my car serviced. So I’m pigeon holed into getting a rental car that reeked of cigarettes because like I was extremely clear I needed my car by noon Thursday. On Friday I again had to send several texts to finally get a reply from Andrew. When I checking out Andrew mentions that he got me a discount and that the total price of service would be $3,800, $400 more than the price that I agreed to pay for everything when I bring this up he tries to argue with me saying that I clearly misunderstood, I was not mistaken or confused. I know he wouldn’t have tried to pull this on me if I was a man, his tone of very condescending about this. After he realized I wasn’t going to fall for this he said his manager agreed to the original price of $3,400. Everything about this experience so exhausting and frustrating and wasted so much of my time. What makes thus even more disappointing was that the service use to be amazing. I would like to say the people that answer the phone when I call the front desk were helpful, friendly and professional.

Cindy Parra Mar 2, 2020

I was disappointed with the whole experience at BMW Buena Park. Saw a used BMW 530e on their web site and drove all the way to Buena Park to test drive it (and potentially buy it). Car was there, test drive went well, I immediately told the salesman that I want to buy it at the price they were asking. I had no interest to negotiate the price. No price haggling -- exactly what they asked. The salesman was ecstatic and immediately asked me to start filling out forms. I did, gave them to him and waited. And waited. And waited. And waited. It took them 2 hours before I could go and meet with their finance person! At any rate, after two hours, I went to her office, she was very pleasant and started walking me through all the forms I had to fill out. After 25+ forms she explained to me and asked me to sign, and after about another hour was asked, of course, to pay for the car -- which I did. Guess what happened next? They told me that they could not give me the car that evening! Apparently, there was a recall repair outstanding and they needed to fix it before they could give me the car (which I had paid for at this point)! When I offered to take the car that evening and for me to arrange to do the repair with their service center at a different time, they said that this was not "feasible". All they could do was to give me a courtesy car to drive until the repair was done! So, after 4+ hours of waiting and signing and paying, I had to go home empty handed! I eventually got the car a few days later. To add insult to injury, the car came with a new blemish! Apparently while they were servicing the car, they lost the cover to the key lock -- so now there was a whole on the door handle! When I pointed this out to the salesman who was delivering the car to me, he said "I will see what I can do". I did not hear back from him for several days, so I decided to call him. He told me "to be patient". Never heard back from him again! Then I called the finance manager. I left her a couple of messages. She never called me back! So much for customer service at BMW Buena Park. I would not recommend to anybody to buy their car at this dealership. With such poor customer service they do not deserve to serve BMW customers...

Alex A Jan 21, 2020

Received tire promotion AD: Buy 1, Get 1 Free. Went the dealer after reservation. Even though I asked no waiting, I waited another 45min. Ok, I understood. I asked 4 tires to install my z4. But there's tricky thing. No matter how many tires you buy, you can get 1 tire free per vehicle. Buy 1, Get 1 free. Buy 2, Get 1 Free.Buy 3, Get 1 free. Wow-! I never think about that Okey, i ordered 4 tires. The desk guy called the parts. They only had 2 tires in stock. It will be available tomorrow. Alright. I asked the engine oil service also and a complimentary car until tomorrow. But I wouldn't get the car because my car is too old (2008) for the complimentary car, but he will ask the manager. After that, if I bring the car back tonight then they could provide that car. I said I couldn't because of my business. That's the business hours for my business. Then he called the manager and called the parts again. He then SAID there's no tires available either runflat or other brand that I asked. Also, they COULD NOT PROVIDE A COMPLEMENTARY CAR. it could be available other brand after new year's day. It's so funny after talked to the manager, and I could get any complementary car service and tricky AD and had to leave my car 4-5day in dealer without a complementary car. Basically, my z4 came with run flat tire because of the space. However, the desk guy insisted on that it's wrong. There's nothing available runflat tire for my z4. LOL-! What a joke of the year! One more thing. My car had a problem with steering wheel. When I drove, it felt like i was driving on the ice. The steering wheel moved wherever. I asked this dealer to diagnose the problem and paid $250.00 3years ago. They told me the alternator problem. It was not enough charge to battery and made steering wheel moved like that. And I paid $2,000.00 to replace it. However that's not the cause. After 2years, I asked the other Repair shop the problem. It was simply the bushings. All problems were gone after replaced it. Anyway, this is the worst car dealer where I visited and tricky AD, wrong diagnosis, and collect more money from you. You should consider other repair shop to save money and save all hassles.

3lemontreetim Jan 6, 2020

My experience purchasing my new car at BMW of Buena Park was a very good one, especially as it pertains to the salesperson that I worked with. Miguel Hernandez was my client advisor, and I recommend him highly. He is extremely friendly, and was very efficient throughout the entire process. I had been searching local BMW dealer websites for a new X4, but was not seeing the engine/color/options combination that I was hoping for. Finally, I saw one pop up on the Buena Park dealership's website that happened to meet all my criteria, so I inquired about it online. Miguel responded very quickly to my inquiry. Since I live some distance away from Buena Park, Miguel worked with me over the phone and through email to agree upon the price and loan details of the new car, and get started on paperwork. We also worked online to come to an agreement on the trade-in value of my Volvo, which I felt was a fair value, after looking that up beforehand on Kelly Blue Book. Once I arrived at the dealership, we took a quick test drive, and commenced finalizing the purchase. Since I went on a weekday, the dealership was not too busy, so I was a bit surprised at how long signing the loan papers still took in the finance department, but I was on my way three hours after arriving there. That was a little bit faster than other car buying experiences I have had, but still not as fast as I had hoped. I wish all car dealerships could figure out a way to speed up the entire process. The customer lounge area was very nice. There was a coffee machine that made several different types of beverages, and a shop with BMW merchandise. There was a television on, but the volume was quiet, and they had it tuned to HGTV at the time I was there, so it was not obnoxious. I am one of those people that hates being in waiting areas with TVs blaring, and I usually have earplugs with me if I get caught in that situation, but this was not bad at all. When I was ready to leave, and since I was not familiar with the streets and it was dark, I asked Miguel the best way to get back to the 91 Freeway. He got in the car I traded in and had me follow him to the onramp, since Google Maps and Waze were giving strange directions to it. Now that's service! So, in conclusion, if you find the car you love at BMW of Buena Park, definitely give Miguel Hernandez a call. You will be glad you did!

Jeanette Ziolkowski Dec 10, 2019

I recently leased a 2020 BMW 750 from Buena Park BMW. Sales guy was very helpful. Good. Delivery of the vehicle was delayed due to recall, but I can live with it. Finance person pushed VERY hard on their warranty packages, which seemed almost intrusive. The tension was not pleasant. But fine. That's not something I have to deal with once I leave the dealership. But here's the issue that got me infuriated: finance lady (wrongly) informed me that if I want to put the vehicle under the company name, I must ask my CEO (who's out of the country) to personally come to the dealership and sign all the paperwork with me. You could say that I was at fault for believing her, but who's the expert here? So in the end, the vehicle ended up in my personal name, and I couldn't get it added to my company's insurance policy. For the regular consumer, this scenario might not come up as relevant to their experience. But here's the upsetting part: AutoNation all of a sudden became hard to reach, and keeps giving me false info. I had to call BMW North America myself to find the true answer. I do not feel like Buena Park BMW cares at all about solving my problem. In fact, every encounter with this dealership AFTER the delivery of my vehicle makes me feel like they want to get rid of me. As of this writing, I still have not had any favorable response from this dealership. If the paperwork is finished and nothing can be done at this point, just tell me so, and give me a plan for how we can resolve it in 30 days (maybe after DMV had a chance to process the paperwork and for BMW NA to receive the title). For those of you curious to know how AutoNation and BMW North America differs on their answers to how the paperwork should be signed: AutoNation said: Option 1: Your CEO must personally come to the dealership to sign for your paperwork, according to "BMW policy" rather than "AutoNation policy". Option 2: Your CEO must sign a notarized authorization granting you permission to purchase this vehicle, again, according to "BMW policy rather than AutoNation policy" (When someone is overseas, the only acceptable form of "notary" is through the US consulate) BMW North America said: You do NOT need CEO approval, as long as you are a director of the company (I am, and I'm also a 50% shareholder). For a decent size company, it's impractical to ask the CEO to personally go to each dealership and sign for every vehicle purchase. Therefore, it's perfectly fine to have any authorized person (usually a director) to sign for all the paperwork. My conclusion: AutoNation is not a problem solver. They will find easy excuses to brush you off, hoping that you would give up and go away.

Faye An Nov 18, 2019

This is one of the most unprofessional Dealerships I have ever had. I returned my leased car in the middle of April and purchased a used car from the dealer. At the end of the purchase, the dealer tells me they only have 1 key so I have to pay out of pocket for the second key. The dealer never mentioned this during the sale. After that was done, the dealer told me they cannot mount the rear license plate because there screws were not in place. Since the lease turn in associate was not available, they told me he will contact me tomorrow regarding finalizing my paperwork first thing in the morning. The next morning, I did not receive any calls from the dealership. In the late afternoon, I had to make 3 calls to finally connect me to someone that was willing to help. He could not find the key or the paperwork to my car. He called me back an hour later and said I have to go to the dealership again to fill out the paperwork. I asked them to go to me since I had previously told them I was leaving to travel out of state for work. The dealer met me up at my house and the paperwork was finished. I left 2 messages with the Sales Manager and was never given a call back. Or so I thought... A week later they said there was a problem with the loan and I had to re-do the paperwork. I told the Finance manager my issues with the dealership and she promised she would have the Sales Manager call me back. The Sales manager never called me back so I followed up with the Finance manager and she assured me they would call me back. The dealer met me up again and finished my paperwork. Fast forward 3 weeks later, BMW FS said they never received my check for the lease termination although it was cashed 3 weeks ago. I called the dealership and 5 hours later they emailed me and said "I just got the reply from buss office that they submitted for the check It will be processed and mailed and in few days bmw will have the money" Why am I constantly having to do the legwork for the dealer? Why is the sales manager not returning my call? I will never shop at Auto Nation again. They have deceptive sales tactics and have the worst customer service I have ever experienced in my entire life.

John May 6, 2019

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

This is an absolute SCUMBAG Dealership. You'd be wise to take your business elsewhere. READ: I called to inquire on a currently in-stock New 2016 M235i, and spoke with Domonique in sales. He was courteous, and answered my questions on said vehicle - side note, they poorly describe some of their In-Stock vehicles on their site (No pics, limited description, and in the case of the vehicle in question, 5 advertised miles on the odometer VS 250+ actual). After answering my questions, I asked Domonique flat out, "Since your dealership is about a 2-hour drive for me, would you mind negotiating a deal over the phone?", Domonique was reluctant, as can be expected (They like the customer to be there in-person), and to be blunt, I, too, prefer to deal in-person; But in this case, it was too far of a drive for me to waste my time or theirs, should we fail to reach a deal. I offered Domonique a compromise: If we could agree on a deal over the phone, I'd gladly give a credit card deposit then and there, to show good faith on my end. After approximately one hour of negotiating, and a few returned calls while he obtained "permission" from his "Boss", we were "GOOD TO GO" on our agreed upon deal. To be clear, I - AGAIN - went over EVERY DETAIL of our deal, and covered every item with Domonique so there were no misunderstandings, and every part of the deal was rock solid - prior to my 2- hour journey to this dealership - And again, Domonique verbally CONFIRMED our deal. So I arrive approximately two hours later and we begin the process (Credit App, test drive, etc..), And mind you, I'm under the impression, based on Domonique's (And his managers') confirmation of our deal earlier, that I was there to simply sign the papers, trade my car in, give them some cash-money, and get my new car. Instead, Domonique, returns to his office after a short absence, and presents me with two (2) separate offers for me to choose from - neither of which were even REMOTELY related to the deal we AGREED UPON over the phone. Bottom line, I got the hell out of there while they were still trying to Re-negotiate the deal to their advantage. This is, by far and away, the most unprofessional BS I have experienced in my life. Like it reads above, this is a SCUMBAG dealership, and I can't stress enough for you to take your business elsewhere, even if it means a damn cross-country excursion! Shame on me for not having them first email me our deal 'In Writing' before I ultimately wasted Six (6) hours of my time, but lesson learned. I wish there was a Negative star option. One star is too many. Absolutely unbelievable. EDIT: And I'd like to add the fact - for anyone wondering - that I am a tier one, 'upper' middle class buyer. These people aren't stupid, although Domonique did his damnedest to 'play' dumb, pretending to 'misunderstand' or simply Not Remember KEY ELEMENTS of our pre-negotiated and confirmed deal. The cold/hard truth of the matter, I was getting a great deal and they knew it. So they decide to get me down there under the pretense of said pre-negotiated agreement, only to play stupid and backpedal - figuring I MAY compromise after a ridiculous 2-hr drive. Negative! Off to the forums! And I never noticed before... Bimmerfest has almost 500,000 members! wink emoticon

Jack Dallas Mar 12, 2016

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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