Recent Reviews from BMW of Buena Park

I drove really far to get a new car at this location. I was extremely excited and went to so many different BMW dealers to find the exact one I wanted. When I came here they had only one left of what I wanted so it was almost as if it was made for me. Meant to be and I wanted it no questions asked. However, my experience wasn’t so great. I was rushed during the process and wasn’t shown how to use any functions, nothing. When driving home which was almost 50 minutes with no traffic, I started to get anxiety because I didn’t know how to turn on the heater, change a song, use the navigation, etc. When I finally got home, I noticed the navigation wasn’t even installed. The program that allows you ask for it to call or text someone with the press of a button also wasn’t installed, neither was the software that allows you to use the BMW app. I ended up letting them know and expressed my frustrations via text to the employee there and he insisted I come back in a week for a free wash, gas and afterward he’d have someone show me everything. I waited 2 weeks because I was moving from one city to another. I finally went today, it took me a little over 2 hours to get there with traffic. Ridiculous that I even had to do this because I was rushed the first time. If they showed me how to use all the functions the day I bought this expensive car which is almost $800 a month, they would’ve noticed these things were not working and I wouldn’t have had to come all the way back. Once I showed up, I was introduced to another employee who was supposed to show me how to use all of the functions. They took my car in to install the software, and when he brought my car back out he asked if I wanted a car wash, (one of the things I was promised.) I said yes and when he brought the car back I asked if the gas was full and he just looked at me and said, were you promised gas? I said yes I was, and even if I wasn’t I had to drive two hours to come here because I was not given the attention I should’ve gotten as a new customer two weeks ago. He was being sassy and said he had to go ask to confirm that this would be okay. Once he came back with the gas, I had a concern about a stain that was on my seat that I noticed the night I got the car. When I asked if they can remove it and what I can use moving forward after they remove it so I don’t ruin the red leather, he insisted that I go to the shop inside, ask what they recommend and buy something to try it out. Even when he was showing me the functions, I had to ask exactly what I wanted to know, he wasn’t giving me a rundown of anything and he was definitely not in the mood to help anyone. That is how they treat their customers who buy luxury cars? Smh. This overall experience was a complete joke in my opinion. I left Mercedes-Benz because the service department was not helpful and now I’m dealing with even worse service with BMW. I understand they are trying to make money so they have multiple sales at once, but don’t cut corners, we are paying your bills here. I will not be returning back to this location ever again and I don’t recommend anyone purchasing a car from here. The only helpful employee here was Carlos at the service department. He recommended some products I actually had at home to clean my leather with. He was extremely kind and willing to help.

Ourfa Zinali Jan 12, 2019

Worst experience with a BMW dealership EVER, and I've had 4 BMW's !!! I received a recall letter from BMW over the holiday regarding a 3 hour change to the passenger air bag. I called and got an appointment for Thursday morning at 9:00 am. I was on time, was given a service agent named Dan. He told me that they were backed up and I could not get the car back until Friday (one wonders why they made an appointment for me if they were so backed up ???). He told me they would call me on Friday. At 3:30 on Friday, after receiving NO call, I called the service department and was told that they didn't get to my car so it would not be ready until Monday or maybe Tuesday. I informed them that I expected my car by their close of business on Monday. I was again told that I would receive a call when my car was ready - surprise no call on Monday !!! I called and they informed me that my car had just been taken in for the recall servicing and that it would not be ready until after 5pm. Well I do have a life and we had an engagement for 5pm that I had no intention of cancelled because of their poor scheduling. I was told that the car would definitely be ready by Tuesday morning. Since I had spoken to just about everyone in the service department the service manager did call me at 6pm to tell me my car was ready. I arrived at 9am on Tuesday morning, my original service agent Dan passed me off to another gentleman who told me he would get my vehicle. To add insult to injury when we went outside he handed me my key and told me my car was outside on the left. Outside on the left were at least 6 BMW's of varying models which were ALL white. My car is a green X3 - so now he had to go find my car, which he finally did. It was parked behind 2 other vehicles which now had to be moved. So more waiting while key's were retrieved and vehicles moved. I TRULY do not know how this service department can still be in business !!!! The complete lack of scheduling and customer service is explainable!!! I CAN guarantee you that they will NEVER get my business again. My recommendation to anyone - if you need your vehicle and value your time go somewhere else.

MARILEE BEAMER Jan 9, 2019

I have been meaning to write a review. I brought my car in for service here several weeks ago. Isreal helped my husband and I out. We were skeptical, considering that I had just purchased my car used from bmw Monrovia and this was the second issue within a month of me owning the vehicle. We were really upset over buying a crappy vehicle and it was not this dealerships fault. We were advised that the timing chain needed to be replaced. I had just made my first payment on my vehicle and had just paid 600 a couple weeks prior to fix the thermostat. This repair was going to cost 5200. He advised us to try and see if my salesman or anyone at bmw of Monrovia would help us out with this being that I had just bought it. After no calls back from that dealership after countless calls, Isreal tried to get bmw of North America to cover it as I was barely over the extend warranty miles. They refused to cover the cost. We asked him if that was the best price they could do knowing our situation. He then said that he could ask the manager but couldn't make any promises. They ended up giving us a discount which we were grateful for! I had a loaner vehicle the whole time my car was in there possession. Not only was my service advisors communication exceptional but his customer service far exceeded my expectations! Everything was done as promised and then some. They really made me feel like they card about me as a customer. They restored my faith in bmw and have gained a customer for life! I will always return to them from this point forward! My next car I will also purchase from here. They helped me out when they really didn't have to go the extra mile for me! Bmw of Monrovia should be ashamed of themselves and should learn how to treat their customers by bmw of buena park! I thank Isreal, my service advisor, for making the repairs and service as stress free as possible. Thank you for your hardwork and customer service! You owed me nothing but treated me as if I bought my car from you!

nadine maciel Nov 20, 2018

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

FRAUDS!!!! Experts at conducting Shady Business!!!! DON’T GO TO THEM…. THEY WILL RIP YOU OFF!!! My car was recently taken to Shelly BMW for an ignition issue. At the time of check in service rep, Henry Diaz, told me that they diagnostic fee would be put towards any required repairs if needed. After 3 days of no communication I received a bill via email for tow charges. Why are they charging me when AAA towed the car to Shelly BMW? I called Henry for an explanation, but did not hear from him for another 24 hours. He informed me that my Key was bad and that a new key would resolve the issue. The new key arrived 3 days later and the car did not start. Rather than taking the bad key back they charged me $225 and said I can keep it as a spare key and that they need to re-diagnose the issue. Another few days go by before he tells me that the ignition CAS needs to be replaced. I asked him how much it would cost and what to do with the bad key. He said he would email me an estimate and that I had to pay for the bad key.Their service rep ordered a new ignition case with out giving me a written or verbal estimate. At this point, I have not received an estimate or response from service rep. I then call Steve Usary (Service Manager) about the issues regarding service and communication. He got very agitated and told me that I had no option but to deal with it and buy the key and that they would not allow me to speak to technician regarding the issue. I reached out to Steve Rudnik (General Manager) who never returned my calls or emails . Finally Henry called to tell me the car was ready and that the cost came out to $2100. I never approved any of the repairs as they did not send/notify verbally with an estimates or diagnostic reports. I informed the dealer that I was not properly notified and that I had complained multiple times to management with no help and lack of communication. At the end of the day they forced me to pay $2100 for repairs I did not authorize and $225 for an unnecessary souvenir key. Save yourself the pain and suffering and go to a dealer that is reputable and does not do unauthorized work. I have reached out to my attorney who is preparing a lawsuit against Shelly BMW and we will also be contact the better business bureau. Please contact me if you have been burned by Shelly BMW.

Kmali Mar 2, 2013

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