Recent Reviews from BMW of Buena Park

I bought a 2019 X3 in February 2021. The sales rep Greg Martines was friendly. It took 5 hours waiting in a cubicle for someone from the finance department to get started. I didn’t want to purchase a service plan, because why would i prepay for services I haven’t used with added finance charge? I was in the finance department with a service manager for another hour and a half. I finally agreed to a basic service plan. The car notified me of need for service which was included in the service plan. I tried doing an online appointment, for whatever reason I would go through all the steps but it would not schedule the appointment. I called the dealership. The woman who picked up couldn’t schedule either. Told me to call the service department. Called the service department the next day, but it would go to a voicemail, which no one returns calls. Someone from BMW called me, because by now another service need was being marked on the car and they saw I hadn’t gotten the serviced. This person “made an appointment for me, supposedly set up a loaner car, and sent me confirmation email with details. I show up to my appointment, and the dealership had no record of the appointment nor loaner car. After an hour of going back and forth, I had enough. I was given the number for the service department again and was told to make an appointment. Again, another number you leave a message at and no one calls back. I drove back to dealership hoping to get serviced but because I hadn’t made an appointment, they were too busy and couldn’t be done. I was directed to go inside to make an appointment..I asked why I wasn’t told this the first time?? Anyways, they set up another appointment..again I show up at my appointment, no loaner car was available. This time I didn’t leave until I had received everything I had prepaid for and the loaner car. I totally regret buying service plan at this dealership! Love my car, but the whole BMW experience is a nightmare here! At least, I’ve yet to experience here. Buyer be ware!

Veronica Sanchez Sep 6, 2021

When buying a vehicle you have to know that the wait time is going to be long and it's going to even at times drag out. And when you have a family time is very important and if you must spend time somewhere you better hope that there is activities for kids if you have kids. And if you're a parent you know exactly what I'm talking about. I start off with this because the experience of buying a BMW and buying it from a BMW dealership was impressive, fun, relaxing, respectful, and I can go on but you get it. I'm giving it a five star because of a couple different factors. 1) customer service I think goes without saying that it must be excellent, attentive, and respectful. The help from Greg and Peter was simply outstanding. Their level of knowledge of the vehicle was great but really it's their understanding of their audience and made things very easy simple to understand and ultimately fun without having to feel obligated to buy anything. 2) The dealer ship itself was clean and very elegant of course. They had every precaution for safety as far as wearing mask having sanitizing stations everywhere and that is very important. 3) what made this experience a success was being able to have my kids play inside the dealership because they had a play pen for kids that made it so much easier relaxing and really able to concentrate on the purchase and not have to worry about kids running around and playing touching grabbing throwing things it's great to know that there is an area for kids. 4) I really can't say enough about Greg and Peter because they really took the time to explain everything thoroughly the financing the options and even in the negotiation which I still think that BMW came out as the winner but that's neither here nor there because that's just business. I think that having these guys there as courteous as they were and as respectful as they were really made this experience that much more important for me and my family. 5) The last thing to say is obviously a vehicle. It was ready for us. Washed up and detailed. Of course really went out the vehicle nothing else really matters as far as we loved it from the moment we saw it and we knew we wanted this vehicle for our family. We've never owned such a beautiful car and simply because to keep it real we just haven't been able to afford it but thankfully hard work pays off and we were able to buy a dream car. I'm very pleased that it was with BMW of Buena Park! I highly recommend this dealership for their professionalism there respectfulness with people with families and their attentiveness with their customers. The vehicle speaks for itself but it's the customer service that really get you. Good luck to anyone trying to buy there!

Pablo Soto Aug 14, 2021

AVOID THIS PLACE AT ALL COSTS. Coming here was the WORST experience that I have ever had. Wasted about 10+ hours of my time. Came here to look at a car that I knew if I liked it, I was going to buy, no haggle at all. I show up and dealt with Angel, he showed me the car and I was going to come back and purchase it the next day. I had asked him specific questions about the buying process beforehand so when I came back it can go smooth and quickly with no problems, basically everything that he told me was not true. So much time was wasted with him going back and forward with the financial guy Nick trying to figure out how to fix the mistakes that they told me. It took them 20 minutes just to tell me that they could not accept the check that I had and I had to go get another one. At this point I do not understand why we are even dealing with Angel as he said "sorry I'm just trying to relay information from Nick, I really don't know anything about the financing part I'm just a sales guy." Then why are we talking to you? You do not need to sell me anymore, I already agreed to buy the car and I just need to purchase it. After hours of wasted time and them trying to get me to do different options after I already refused, I end up leaving to deal with it later as the only way was for me to get a different check. At this time, the keys were already on the desk for me and I asked if they can put a hold on the car until I came back later and they said yes they would, then I asked if I could get it in writing because after being lied to the entire time it was hard to believe anything they said. Turns out they went to ask the general manager and he said no they will not hold the car so they were going to lie to me again. After coming back later to finally purchase the car, I spoke with Paul who said that earlier the process of buying the car was never even started! I made sure to sit in the back at his office this time so that there was no back and forth which is how it should have been in the first place. After finally finalizing everything it turns out that Angel had taken the spare key home without realizing. This is a huge privacy concern as he ended up having this spare key for OVER A WEEK. Instead of coming back that night to drop the key off when I was at the dealership, he calls me and said he will bring it to my work in the following days because he cannot drive at the moment because he has been drinking already... Then, as I receive the car they tell me the gas gauge ended up being broken and that I would have to come back and they would fix it for me. The process of getting this fixed also took over 2 weeks. It was impossible to contact anyone and the General manager was literally USELESS. I tried calling him multiple times and left voicemails and NEVER received a call back. After about a week, Angel ended up blocking my number after me trying to reach him to get my spare key back. Turns out he no longer works there. I finally got in contact with someone named Veronica and she helped me set an appointment to get my gas gauge fixed and told me that they had the spare key. When I drop my car off to get fixed, I go over to get my spare key and no one there can find it. They end up telling me that they cannot find the key and they will not call Veronica to ask where it is because she is on vacation. What kind of place is this? Finally when I picked my car up I was able to get my spare key back after over a month. I would tell everyone DO NOT COME HERE. If there was another car like the one I bought at another dealership then I would have left in a heartbeat. It is not worth it to waste your time here and go though all the misinformation that you will receive.

Frank Aug 5, 2021

Had the most horrific experience ever with Buena Park BMW. I brought my wife's vehicle in for service knowing it was covered under the warranty we had paid for and knowing it was still valid. My service advisor Julio informed me at first that I need to pay out of pocket for the repairs. I told him that our vehicle was covered under warranty yet he still came up with an excuse to charge me additional. His style of "service" is what I would expect from somebody in sales and not service. I had to wait an additional day for him to call back to only hear that he was waiting on me and if I had decided on what I was doing. I asked him again if they would honor my warranty and he still said no. I flat out told him that I would be returning to the dealership to pick up my car and having it serviced under warranty elsewhere. Before I had received his callback I had already reached out to BMW corporate to let them know about the issue I was having with the service center. As soon as corporate called me back to let me know they would reach out to the dealership, I got a an immediate callback from the service center with them stating they will be able to do the work on our car with the assistance of BMW corporate. Once I got over that challenge, everything from then on was smooth sailing. I was reassigned a new service advisor named Tony who treated me well and there was no drama. The car runs great after the repairs. I just don't understand why I was given such a hard time about my warranty not being honored. They didn't even prove to me in writing that I did not have the coverage and it was only their word. I've seen these games too many times in my life and I will not tolerate them at this point. You play stupid games, you win stupid prizes! So if your customer has a warranty that is clearly still valid please honor it without the hassle of playing games to squeeze a few bucks out of them. You're getting paid for the work from corporate regardless. I've had my other vehicle serviced here several times without issues and am very disappointed with the experience. I am going to have to really take a long time to think about if I want to continue to have any of my cars serviced here after this recent experience. But just to end on a positive note I want to thank Tony the replacement advisor that took over for taking good care of me after the fact.

xDrive28i Jun 9, 2021

I'm on my 4th electric car, my third BMW I3 in a row from Autonation/BMW of Buena Park. I drive over an hour to this BMW dealership because I?ve had 3 easy and amazing buying experiences, and outstanding support through 3 leases. I picked up my 2021 just last week. You cannot go wrong with them. I've had a great experience entirely because of two fleet internet sales managers, and the current General manager Kevin Oliff who have initiated great leases that the staff support with expertise, timeliness and good humor. It?s the best car dealership/sales experience I?ve ever had, and it?s not a one off. They are a great group if you?re looking for a BMW. I've shopped and bought all 4 cars (1 Fiat, 3 BMWs) entirely online because I do not have extra time and am comfortable/familiar with leasing deals. I've literally bypassed all of the Los Angeles area BMW dealerships because both managers and GM Kevin were responsive when contacted about cars in inventory when I sent them my requirements and proposed deal spreadsheet. I do not have time for long email chains, typical sales phone calls and each time BMW BP were able to find the right car for me that met or exceeded my needs, AND actually make me a better lease deal than I'd proposed. In all 3 cases the only time I made the drive to Buena Park was to do the paperwork and take delivery of the car. Each time the deals were done and there were no changes -- I signed the forms and drove off happy. This kind of experience is essential to me. I also reached out to Chevy Bolt dealerships who were worse -- I never got anything but multiple voice mail messages telling me to come in and talk about it. I just don't have time to do that. I had exceptional support the very few times I needed to come in (once for a seat belt sensor that went bad, once for a recall upgrade) -- I was especially happy with the loaner program for electric vehicles for both of these events the loaner and maintenance staff have always been friendly and attentive. The BMW i3 has otherwise been maintenance free except for 1 scheduled check or so a year. They work with my schedule, and get me in and out quickly. In a difficult year, driving my I3 to and from the hospital has been one of the joys of my work day experience this year. I?m looking forward to the next generation of electric BMWs, and when they come I will start at BMW of Buena Park.

mark morocco Apr 13, 2021

I have a BMW X6 which is an out of warranty service vehicle. 11th, my car felt a little shaky at around 40/mile speed so I dropped off my car to Buena Park BMW to get an alignment. After they did all wheel alignment, my car still felt the same as before so I drove back and dropped it off again that day. A few days later service advise called me and told me I need a new front differential and new engine mounts. few weeks later I got a call from the service advisor and they told me my car has beed fixed, but it was still shaky, so I needed to get a new transfer case and a left CV axle. a month later, I got my car back and found that my car has very strange knocking and clicking noise that I have never had before. I was worried about this noise and dropped off the car again and service advise told me I needed a right CV axle. He told me that since my left side is new and right side is old the car was making the noise. When I spoke about it with other mechanics, they all don’t understand and told me that it doesn’t make a sense. I’ve also never had a problem because one side of the car had a new part while the other didn’t. I believe their mechanic made some error or damaged the part when they removed all those parts and now they are trying to cover it up on me. They replaced the right Axle. There was still a noise, so they switched out some parts in the transfer Case which they had replaced before. I have a receipt and documents: there are 3 things I want to file up to you and see if you can give me an answer to this problem. 1. Why does my car need to change all those parts for such a small shake? My other shop mechanic told me they should’ve changed only the CV axle, and that Differential and transfer case were unnecessary parts to replace. 2. My vehicle has never had those grounding and knocking and clicking noise before , and only started after they removed all those parts. Why do I have to replace new parts which I have never had a problem with before? 3. How come they released my vehicle even though it had serious noise and problems? And is the service advisor allowed to be so rude and disrespectful to customers? And lastly, when I complained about this to my service advisor, he said ,“ Then take your car back to your shop if you don’t feel comfortable.” They caused this noise and problem. If I take it back, who is going to have to take care of the problem? Me. I am so disappointed at this moment and need someone to help me to solve this issue. Today I got my car back, but those unanswered questions and unsatisfying Buena Park BMW’s service have to be addressed.

Glenn Weitz Feb 16, 2021

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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