Recent Reviews from Valencia BMW

Overall, I was satisfied with the deal and the vehicle I purchased. I understand that it was literally the end of the year and everyone was anxious to wrap things up, but the end of the process really didn't live up to expectations of a high-end dealership like a BMW dealership. In Finance, once the Finance Manager realized that we weren't going to purchase any add-ons (paint treatment, extended warranties, etc.), it became very much a minimal talking, shove the paper in front of me and sign it experience. The capper on that was when my wife asked for a folder to keep all of the paperwork we received. Normally, you expect a nice, new folder with the dealer logo, some promotional language, and business cards for the sales rep, sales manager, finance manager, service manager, and dealership GM. The Chevy dealer I bought my last car at did exactly that (I used the folder to keep service records). Instead, we were given a plain, raw finish thin cardstock folder (think dollar store) THAT WAS USED AND STILL HAD STAPLES AND BITS OF TORN OFF PAPER STAPLED TO THE FRONT AND BACK!!! We walked up to the counter where the sales manager was and they congratulated us on our purchase. My wife replied by showing the folder and asking if we might have something that was a better representation of their dealership. We were promptly given a proper Valencia BMW folder as you would expect, but we shouldn't have had to ask. Our salesman was fairly hands off during the process, which was generally fine because we knew what we were looking for. But the end of the process was again where things fell far short of expectations. Again, I understand that it was 8 pm-ish on New Years Eve. Believe me, buying a car...much less on NYE...was the last thing on my list of expectations. So we got Finance completed, the folder situation cleared up, and everything done. They had to track down the sales rep so we could receive the one Fob that you had for the car (side note, you are a high end dealership, spend the couple hundred dollars to get a second Fob to include with the vehicle), he shook our hands, and pointed to where our new car was parked, in the dark parking lot. The car had license plates (expiring Dec 18, natch), so the new temp paper plates weren't needed, but the plates were not installed, nor did he put the temp DMV sticker in the windshield. He at least gave us the sheet plus a Valencia BMW sticker to hold it, but come on! I worked as a lot attendant in a Mazda GMC dealership in high school 30 years ago. That is standard Pre-delivery Inspection prep work. Also, despite it being dark and a new vehicle to us, the sales rep made zero effort to even try to help us figure out the controls on the vehicle. Fortunately I am something of a car geek and had everything figured out (cruise, seat heaters, headlights, climate control, satellite radio) before we pulled out of the parking lot. Still, that is basic PDI stuff, even if it isn't the line you normally carry (used Lincoln at a BMW dealer). So in general, I was satisfied with the deal and the vehicle, but Valencia BMW needs to work on its processes and people to live up to the standards of a BMW or other high-end dealership.

Bradley Evanson Jan 3, 2019

I went in for a recall yesterday, apparently they disconnected my battery to do the work for the blower motor wiring and so on. Shortly after they had finished I came out to my car being washed and I thought to my self wow this is nice. So I left went to closest store And when I tried to lock my car it wasn’t working with the fob or manually So I went back and told Bob who was my SA And was plain rude to me and he said it had nothing to with the recall ect and I mentioned well you did disconnect my battery and he said okay I’ll look into it that sometimes key fobs need to be reprogrammed due to the battery being disconnected and had Daniel meza try to program the key Daniel meza came back literally 2 minutes after and he told me that the tech told him that the system to the locking system wasn’t working but you could hear it trying to work After I told Daniel we’ll you guys created this issue after disconnecting my battery so I need you to speak to bob about this and fix the issue because my car was locking perfectly fine before you guys even worked on it he went to speak to bob and I saw them both talking in a corner bob came up to me with the excuse that it had nothing to do with the recall and was plain rude talking over me and handing me my keys basically telling me to get lost. At this point I was really fed up with what he was saying I even told him that I didn’t need them washing my car to begin with and when I said he gave me the most ridiculous response“ oh maybe washing the car got water in the locking actuators but maybe once it dries it will work but we can’t help you at this point unless you schedule a service appointment” he basically wanted to pay for a problem they created, all I wanna say is this dealership is the worst when it comes to taking care of their customers Don’t let me forget to mention that I said “ oh what a coincidence that my locks stopped working after you guys worked on it” Bob responded and said “oh that is a coincidence” Now I’m out of luck with none working lock actuators because they don’t wanna be accountable for a problem they created and keep in mind once a door lock actuator stops working sometimes the doors don’t open inside or out that’s a safety issue but youl be hearing from BMW Of North America soon. Never again will I have my car here taken to get serviced or even buy parts from you at all I was even almost dumb enough to even considerer purchasing another Bmw before this happened but there goes that.

Juan Chavez Nov 10, 2018

Interestingly enough, I was speaking to a coworker yesterday, who also owns a BMW, and asked him where he had his service done. He mentioned Valencia BMW, we both gave each other that acknowledging frown and proceeded to rant about how poor this dealership is in regards to it's service department. I'm sorry, I wish I had better things to say, but the Valencia BMW service and parts departments have a lot of work to do to even come close to the customer service I commonly experience at Honda, Fiat, VW or even Ford. Based on my past visits to your service department, I find the Valencia BMW staff indifferent and inattentive, everyone seems like they're just going through the motions. During my most recent visit, while waiting to drop off my car, someone came in who appeared to have worked at this location before and the friendly attention he received was more in line of what your paying customers should receive. And the wait times, dropping off or picking up, are far too long, even when you have a scheduled appointment. This isn't the first time I've had to wait this long, it happens every time. During my most recent service appointment, I had a 5:40pm scheduled drop-off, I arrived and checked-in early and still wasn't seen by the service advisor until almost 6:10pm. Then when I came to pick up the car the next day, the porter took almost 30 minutes to bring my car up to the front, even though the waiting room seemed virtually empty. To further my frustration, the porter also left some nice, greasy black streaks on my beige floor mats! Do you folks use any of the paper floor covers that other car dealerships use to protect their customer's interiors? Adding to this wonderful experience, I walked into the parts departments and a bell rang to alert the staff that there was someone up front waiting to purchase some genuine BMW parts. I stood in a completely empty room for over 10 minutes. I finally went back to the entrance door, opened and closed several times get the door bell to ring a few times before someone finally came out to help me. Last but not least, is it that difficult for BMW Valencia to set up a system where I can pay for and pick up my parts in the parts department instead of being made to walk back to the indifferent staff at the service desk, pay for my item there, then have to walk back to the parts department to pick up the part? Honda, VW, Fiat and Ford parts departments allow me to pay for and pick up my parts at the same desk. You guys might want to check out your competition. It makes for a much better customer experience.

Erick Labson Oct 13, 2018

This past Saturday (04/28/2018), we stopped by Valencia BMW to look at a used Suburban. We took it for a test drive, and told the sales guy we still had a couple of more vehicles to check out before we made a decision. My husband called Sathy, our sales guy that same night (Saturday) and made an offer on the vehicle. He said he would call us back in the morning after speaking with his manager. We waited around for the call on Sunday morning and finally decided to just drive up there as we intended to buy the vehicle anyways. Our sales guy from the previous day was there and we spoke to him for a bit before his sales manager, Ryan Annett came out. Now, we were just trying to get the best price we could on this used vehicle but apparently, Autonation does not negotiate with their pricing. The sales manager made sure to keep pointing this out and said that’s the way it is and there is nothing they can do about it. Only corporate could change it. He had all but a couple of minutes for us and then just walked away. We told our sales guy we would discuss this privately for a few minutes (in the car) about it and would let him know. Five minutes later, we decide to buy the vehicle and went inside to look for Sathy. We sat in their lobby for about 5 minutes before Sathy finally showed up. We told him we wanted the vehicle and asked if it could be detailed. He left to speak with his sales manager for what seemed like 10 minutes. When he finally came back, he brought his sales manager with him, Ryan. Ryan then proceeds to tell us that they cannot sell us the vehicle anymore because someone reserved it online. He said that person would be coming in at 7pm that night and we would have to wait till after to hear back from them if it was sold or not. Then we were just sent on our way. We were there on Saturday to look at the vehicle, returned on Sunday to buy the vehicle, and now Ryan tells us that they have to give an opportunity to the person who placed it on hold to look at the vehicle?! We are in disbelief. We are standing inside the showroom, ready to buy the vehicle but now we cannot because someone has reserved it. Ryan says there is nothing they can do but they would call us in the evening if the vehicle does not sell. I could not believe they turned us away because they had someone else who was interested in the vehicle. I’m sure they would not have done this to us if were buying a 60k BMW. I have never been so insulted or embarrassed in my life. We had cash on hand, ready to buy the vehicle but Ryan used the excuse that someone else reserved the vehicle while we were there so now we cannot buy it. We never received a call later that evening or even Monday morning to let us know if it sold or not. A courtesy phone call would have been nice. It is Tuesday morning and we are still waiting to hear back. Talk about lousy customer service. Before all this went down, I should mention what I observed between their staff. While my husband and I were outside discussing the vehicle, a sales girl walked out of the office. She began to speak to another employee (male) as he was walking towards her and he flat out passed right by her and ignored her. He continued on his way towards the office and she turned back and asked him if he was going to help her of if she should ask anyone else. Again, he ignored her and went into the office. She soon followed him in and was walking behind him talking to him and he did not acknowledge her. What kind of business are you running Mr. Coia? Your employees seem hostile towards each other. That explains why your sales manager had no time to waste on us. No respect for each other or customers who are not buying high end vehicles.

Hilda Torres May 2, 2018

This past Saturday (4/28/18), we stopped by Valencia BMW to look at a used Suburban. We took it for a test drive, and told the sales guy we still had a couple of more vehicles to check out before we made a decision. My husband called Sathy, our sales guy that same night (Saturday) and made an offer on the vehicle. He said he would call us back in the morning after speaking with his manager. We waited around for the call on Sunday morning and finally decided to just drive up there as we intended to buy the vehicle anyways. Our sales guy from the previous day was there and we spoke to him for a bit before his sales manager, Ryan Annett came out. Now, we were just trying to get the best price we could on this used vehicle but apparently, Autonation does not negotiate with their pricing. The sales manager made sure to keep pointing this out and said that’s the way it is and there is nothing they can do about it. Only corporate could change it. He had all but a couple of minutes for us and then just walked away. We told our sales guy we would discuss this privately for a few minutes (in the car) about it and would let him know. Five minutes later, we decide to buy the vehicle and went inside to look for Sathy. We sat in their lobby for about 5 minutes before Sathy finally showed up. We told him we wanted the vehicle and asked if it could be detailed. He left to speak with his sales manager for what seemed like 10 minutes. When he finally came back, he brought his sales manager with him, Ryan. Ryan then proceeds to tell us that they cannot sell us the vehicle anymore because someone reserved it online. He said that person would be coming in at 7pm that night and we would have to wait till after to hear back from them if it was sold or not. Then we were just sent on our way. We were there on Saturday to look at the vehicle, returned on Sunday to buy the vehicle, and now Ryan tells us that they have to give an opportunity to the person who placed it on hold to look at the vehicle?! We are in disbelief. We are standing inside the showroom, ready to buy the vehicle but now we cannot because someone has reserved it. Ryan says there is nothing they can do but they would call us in the evening if the vehicle does not sell. I could not believe they turned us away because they had someone else who was interested in the vehicle. I’m sure they would not have done this to us if were buying a 60k BMW. I have never been so insulted or embarrassed in my life. We had cash on hand, ready to buy the vehicle but Ryan used the excuse that someone else reserved the vehicle while we were there so now we cannot buy it. We never received a call later that evening or even Monday morning to let us know if it sold or not. A courtesy phone call would have been nice. It is Tuesday morning and we are still waiting to hear back. Talk about lousy customer service. Before all this went down, I should mention what I observed between their staff. While my husband and I were outside discussing the vehicle, a sales girl walked out of the office. She began to speak to another employee (male) as he was walking towards her and he flat out passed right by her and ignored her. He continued on his way towards the office and she turned back and asked him if he was going to help her of if she should ask anyone else. Again, he ignored her and went into the office. She soon followed him in and was walking behind him talking to him and he did not acknowledge her. What kind of business are you running Mr. Coia? Your employees seem hostile towards each other. That explains why your sales manager had no time to waste on us. No respect for each other or customers who are not buying high end vehicles.

Oh Heeda Torres Casián May 1, 2018

So I've been to this dealer/service shop several times and have always had a good experience. This time I had an opportunity to buy a car using the internet sales team. The whole experience was very good including top notch service from the sales team (in person), the finance section, and the delivery of the vehicle. First, the sales team: Sergik, Sean, and Nate did a great job. I contacted the internet sales team, with a couple easy, softball question about their inventory. Sergik was ok, though I wouldn't recommend him. He said he called in a follow up email, but I had no call. I pretty much had to continue contacting and directing his actions to solve my price query on a car I was watching online all week. He did however hand me off to someone who could help, Sean and Nate. I entered the dealer after dinner and worked with Nate. He was helpful; showed me the car, got my paperwork to finance quickly, and continued coordinating to get the car detailed. Between him and Sean, the team was outstanding. Sergik, however, was a bit of a buzz kill trying to get going with the purchase. Finance was frustrating, of course. It should have been easy enough, but they don't offer a lot of data on the maintenance programs before you walk back to talk to a guy in a suit. I knew what I wanted, but the options were annoyingly grouped with other expensive options that I was not interested in purchasing. It was an away game, & I felt like I had to close the game and this was their bigger hitter. He tried to be helpful and keep up conversation--seemingly just to prolong my time in his office (the system was broke and had to do things by hand!?) my guess is he was trying to stall to aggravate me so I'd be more apt to just sign whatever. Effective tactic, but I felt like I was being taken advantage of and manipulated. He even said he'd been on since six in the morning (it was after 8pm when I was in his office). Who is sitting at a BMW dealer at 6am to purchase a car? I'd work with the guy again, but only because I'd have to. Again, I felt at a disadvantage because I didn't have data about the maintenance packages beforehand--post it on the internet! Delivery of the car was very good as well. I've always prided myself on my ability to detail a car. The guy who cleaned the car had an advantage over me--he had a new car to clean. Anyway, it took a long time to complete and he left cracked, spit sunflower seed shells in the driver's seat. Up to BMW standard? Probably not. So Nate brought the car up, went over some features and we talked about the genius service. He did a good job answering my questions, but I stumped him on the DEF level. He did a great job anyway, and I'd prefer to work with him and/or Sean next time I'm in the market for a BMW. So Valencia BMW, I'd give the Internet sales team a solid 4 stars (Sergik, c'mon man!), the finance dude 3, and delivery a 4.5. So I'll pass a final grade of 4 stars. That's a couple things to work on, but all in all a very positive experience thanks to the glove save by Nate at delivery and the continued engagement by Sean while I was waiting.

Brian Owen Mar 21, 2017

I went to Valencia BMW ( in my hometown ) rather than go to Bob Smith BMW as I did for my previous lease. At this point it was a BAD mistake! I leased my car from Valencia BMW on Black Friday after having doing a couple of weeks of searching for the right car and the right deal. I was promised that everything would work on this car and have a grand ole time. I was told that I was going to be good to go so i had them pick me up. Once I got there I had to wait nearly 3 hours before I could do the paperwork and get the car out of there. Once I got the car it was fine. I didn't know any of the functions of the car, but it was OK because I am a quick study plus I know how to read a manual. When asked the salesman prior to explain the functions of the car he didn't know much. He explained that this did EVERYTHING and it was worth getting this and that function. Guess what? IT DOESN'T!! Wasted a lot of money on functions that are useless! The Enhanced Bluetooth and Smartphone....useless if you have an iphone and do not pay $300 for the actual adapter! EVEN if you do, the functions for Office do not work - NO SMS, NO EMAIL, no nothing. He said that oh you have a lot of apps, facebook, twitter, instagram ...... UM No....twitter. The others do not work nor exist. The financing experience was even worse...their explanation was not clear. They said that BMW Financial dictates what they need but when I called BMW Financial, it was untrue. They stated that the dealership holds the cards, they only state that yes a person is approved and what not. They go with the standard lease down and agreement. Valencia BMW jackked it up meet their needs. Once they got me in there they stated oh the down reflected the MSRP not the actual price you pay but for WEEKS they said it was a percentage of the final cost. Autonation and Valencia BMW are not a fair place to deal with. BOB SMITH BMW at least was always clear and upfront about how they handled you. This experience has now prompted me to NOT EVER use Valencia BMW or even recommend them. I am not stuck with a 3 year lease for functions in a car that I do not need or use but gonna pay out the nose for in interest and payments. My assistant has purchased a used BMW from them at the same time because it was able to sweeten the deal, but they screwed her over as well with a POS that nothing works. They pushed it past the 3 day return policy because they claimed this and that was user error, but it came down to a multitude of mechanical problems. I warn you to stay away. While there is NOTHING that Valencia BMW can do because once they give you their cars, they do not care about you. My salesman asked for my followup and when I answered, i never heard from him again!

Adam Ashby Dec 14, 2015

i went to buy a bmw 750 used from valencia bmw.they advertised it as certified pre owned. when a car is certified it has higher standards to go through before it gets to the line.i went in confident that everything had met those specifications before being put on their line.after being at the dealership for 7 hours and signing a deal they come back and tell me."oh it didnt go through,its not cpo its active cpo"they told me everything had met the certified pre owned standards but it was certified in the past at another delearship meaning my rate went from 5% to 8% but everything else had met cpo standards.after being there so long i said ok(because i just wanted my car and wanted to leave).i drove it for a couple weeks before i noticed the tread on my back tires were 2/32nds .im a service advisor at a nissan delearship.that is unsafe tread and we recommend changing tires at 3/32nds, so i had one of my technicians check the car out.it had broken lower control arms.bad tires.and the all rotors were grooved bad needing to be replaced.also needs brakes in the rear as theyre at 3mm.the shade for the back windows motor is burned out causing it to get stuck.also looked in my system and it needed a brake fluid exchange immediately.i called my sales man and he said he could not help me.all i wanted was them to step up and help their customer.i wasnt even looking for them to replace/fix all that(which they should have before it hit the line).i wanted them to help me some how.they said they couldnt help me on the pricing when we worked the deal because they paid 1200 to certify the car(turns out they didnt cerify. so they had room in the deal to help me).they said tough luck and ignored my phone calls.my name is dean conkling in case the delearship wants to try to help now that im reviewing them.i will never buy a car from them and none of my family,friends or people i run into at work will either.word of mouth is the best advertisement and people will know your guys' bad business practices.

bestdc Jul 13, 2015

I have been shopping around for a BMW 6 series and eventually bought my car from this dealership. My primary contact at this dealership was Robert Grass (internet sales manager). Few things that stood out during my purchase experience: 1. I emailed several dealerships for quotes on the cars with the options I wanted. Rather than to play the traditional haggling tug-of-war game that most dealerships engage in, Robert gave me an upfront and honest pricing. The price he quoted me was very low compared to the other dealerships, and I honestly thought it was too good to be true. When I asked for roughly the same amount of discount from another dealership (I didn't want to reveal the quote Robert sent me out of common decency), they completely rebuffed me and said such a deal was impossible. However, the quote Robert gave me is real. I ended up paying the exact amount as he had quoted for a brand new vehicle (not a demo nor used). 2. To be honest, I was being quite a PITA by asking tons of questions and also having several requests. I was deliberating between the M4 and the 6 series and just couldn't really make up my mind. Then I had all kinds of questions about the price, car, options I want, etc. I bothered him enough to become the customer with most phone calls and texts he had to answer during his career! If I were him, I probably would have blown my top. However, Robert was extremely helpful, patient, professional, friendly, and pretty much a godsend. He answered every question I had and even went out of his way to help me with certain things. Robert provided the BEST sales service that I have ever experienced. 3. Most dealerships want you to buy a vehicle that's already sitting in their lot. That way they can make the sale right away and also get rid of current inventory. Robert had 3 vehicles that were close to what I wanted, but they either had the wrong interior leather color, less options than I wanted, or had a junk option that I didn't want to pay for. I was specific about the color combinations and options that I wanted. I'm not paying $500 for "enhanced" Bluetooth when it literally does little to nothing for the iPhone since Bluetooth streaming and many other features are already included in the 6 series. Nevertheless, Robert went out of his way to do a dealer trade with another dealership, got the car to the dealership in 24 hours, and still honored the original price that he gave me. 4. I wanted black kidney grills for the car, and Robert said he'd include them for free. When I was picking up the car, he didn't have the grills in stock. However, he promised me that he'd still get me the grills for free. And it wasn't just sales talk to get me off his back. A week after I got the car, he arranged for someone to come to my place to pick up the car, have it brought back to the dealership, and then have the grills installed for me at no charge. He even provided me with a free loaner vehicle! 5. Even after buying the car, Robert continued to help me out. He answered any additional questions I have about the car. This is definitely the best after-sales experience I have experienced as well. Thank you so much Robert! I really appreciate it! --------------------------------------------------Â---------------------------------- On the sidenote, my experience with the finance manager, Mickey, wasn't as pleasant. He's pushy at selling the additional stuff (tire and wheel protection, excess wear and tear, etc) but that's his job. He's actually pretty good at convincing people except I had done my homework on bimmer forums beforehand and learned that most of these plans are pretty useless for people like me. For instance, paying $1500 to insure up to $5000 doesn't make much sense when I could easily get my insurance company to cover 5k in damages without bringing my premium up by 1500 total over 3 years. Mickey wasn't willing to discount the plans either while most dealerships usually would negotiate to cost price + $100 for the plans. As I was signing the paperwork, he included the credit app for the BMW credit card without me knowing or informing me about it. All he simply said was "sign here, here, here, here and here...." and said it's just standard paperwork. I ended up with an inquiry on my credit report by BMW Bank and a 10k credit limit credit card. However, I do not want the card at all. I gave BMW Bank a call and they're nice about it. They said they would remove the inquiry and new account so it'd be like nothing has happened. I'm equally as guilty for not reading in detail on what I was signing. Overall, I'm still very happy with my experience with BMW Valencia, specifically with Robert. I will definitely recommend my friends and family to Robert if they're in the market for a BMW.

wkaiwen Oct 4, 2014

I bought a vehicle here at the beginning of November 2013. To keep things short and sweet I had nothing but a horrible time since the night I walked in there and made the purchase. First, always make sure you have acquired financing before leaving with the vehicle. I asked the salesman while my friend was with me multiple times about this and my concern with taking the car near closing on a Saturday evening. I was assured there were no issues after the credit check and within 3 days I was asked to pony up more cash for the deal to go through. In the end it worked out, but please do not make my mistake. Verify with BMW Financial before you even get the seat and mirrors where you want them. The night I purchased the car I also noticed some marks on the rear of the seats, bright red multiple locations. Since it has an Ivory interior it is definitely noticeable and the salesman asked if it would be possible to contact him during the week and setup an appointment to have this taken care of. I agreed since it was already closing time and believed him that this would be taken care of. A month has passed and nothing. No email response no phone calls returned. This was also the theme when I was initially asked to put more down for the financing to work....no email response no phone calls returned until finally a resolution later in the week when I was contacted by the Finance Director. So if you could imagine selling your other vehicle the day after the purchase, only to find out there is a problem with financing....then no communication for days on where everything stands. I was a little on edge. Last thing is when I received my plates from the DMV and prompted me to write this review. I went to install them and the front and rear nut plates were stripped down to nothing because the person that installed the dealer plates had used machine screws to hold everything in place. Front plate holder was only being held in by one machine screw and another one just long enough to keep the entire bracket in place. What if this was your wife's brand new car and she had the kids with her driving down our already terrible So Cal roads, only to have a tire blow out by 3 inch long machine screws from a front license plate bracket that could not be held in place on your MSRP 63,000 vehicle. Contacted BMW North America, though sympathetic even after sending pics, still nothing regarding a resolution. I will end up just paying an upholstery expert to help get the marks out. Found a way to rig the plates in place, "rig - To make or construct in haste or in a makeshift manner". Also no email from either the dealer or BMW on my experience. I have heard this is a regular feedback requested from buyers by both parties. Be cautious, I know a salesman will promise you the world to get you off the lot in one of their cars regardless of manufacture, but I did not expect this for my first and probably last BMW purchase.

vsphere1 Dec 4, 2013

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