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Recent Reviews from Valencia BMW

I added the 5YR BMW Tire & Wheel Protection when I purchased my 5-series from them back in November 2015. I wanted to take advantage of cosmetics repair before the protection expires since it is covered but I have just been given the runaround for almost a month now, and still no one has gotten back to me regarding my claim. When I first called the provider, they gave me a claim number and told me to contact my local dealer. When I contacted my local dealer (Valencia BMW), they told me to bring my vehicle for inspection. When I brought my vehicle in and met with Chris Rawlins, he told me I didn't need to come in and that I could've just contacted the third company to schedule an appointment to have cosmetics repaired on my wheels. On top of that, I asked him to take a look at another issue I'm having and this guy tells me I can do it myself. I mean, sure I most likely can do it, but I what's the point of bringing in my car be serviced if you're going to tell me I can do it myself? Perhaps because I don't have the time/proper tools to do it myself? Going back to my wheel cosmetics repair, he gave me a servicing company (Alloy Wheel Repair) and told me to schedule an appointment and have them come to me to get my cosmetics repaired. They wanted me to bring my vehicle in to the dealership on a Saturday morning to tell me this, when they could've provided me the third party's contact information over the phone. What a waste of time. So I have left about four voicemails for Alloy Wheel Repair to contact me regarding my claim, but they have yet to contact me. I then called the BMW Tire & Wheel Protection back and they gave me another third company (California Wheel Repair Solutions), and said that the third company service will contact me within two days. This was said last Monday (6/10/19), to this day I still have not gotten a call from either one of the third company service. When I called BMW Tire & Wheel Protection and asked to be transferred to a manager, the manager I spoke to claims that she is unable to help me because of limited information that she has, given that it's a weekend. What's that supposed to mean? I said I would like to file a complaint, but unfortunately since it's a Saturday she isn't able to help me with my complaint, and advised me to call them back on Monday during business hours. I let her know that their business hours (8AM-8PMET) is my working hours in PT, and she advised me to call them back when I'm driving to work on Monday. WTF? So I call Valencia BMW to see if I can file a complaint. I reached out to the Servicing Department and was told that the Manager for today is Darren but is currently out to lunch, and should be back at 2PM. It's already 3:16PM and Darren has yet to call me back. I also tried reaching out to the Sales Manager (Polo Lopez), have left a voicemail regarding my complaint, but have yet to hear back from him either. The funny thing of it all is the owner's response from the 1-star reviews that the customers have left here in Google, stating that "If you'd be willing though, our General Manager would love to talk with you and rectify these issues. You can contact the GM at (888) 284-3140. We hope to hear from you soon." I just called this number and it routed me back to Valencia BMW's main contact number. Ultimate driving machine, but ultimate disaster in customer service. I don't deserve this type of service from Valencia BMW and its partners, especially after serving this country. Update: it's already 6/26/19 and no one has yet to reach out to me to address the poor quality of their customer service.

BMWOwner Jun 26, 2019

My experience with BMW was underwhelming at best. My 2018 X5 broke down 60 miles from Valencia. I had to get the SUV towed to the dealership. I contacted the dealership, because I knew that I would not arrive by the time the service department closed. My goal was to pick up a loaner because BMW emergency roadside said that the car needed extensive work. The front desk person, was useless. She could not get a service person to talk to me, she said I would have to deal with it in the morning. I explained that i live 45 miles from the dealership. She said she could not help me. I woke up the next morning to see that I had received no messages from the service department. I left my keys overnight, it is a bit disconcerting that there was no acknowledgement that they had my car and were reviewing the car. I had to leave a few messages until my service rep called me back. He said that my car needed a new fuel pump (a bummer for a one year old car) and that i would have to leave it for a week. He said that I had to come back to the dealer in order to get a loaner. And the kicker, I would have to pay for the uber. Finally, my car was ready. I called ahead (remember I had 45 miles to drive) and asked if my SUV would be ready to go. The same front desk person as before, said she would. And, of course it was not ready and it was dirty. They had to wash it, which took another 20 minutes. I am leaving out having to call multiple times for updates etc... I will say that my car is now running. That is important. In summary, you should have a game plan for cars delivered after service hours. You can coordinate with sales to have a loaner available. Or, be willing to cover the cost of an uber ride back to the dealership. If someone leaves a car overnight, have the assigned service person call or text first thing in the morning. Finally, if someone asks for your car to be ready when you get there, then act accordingly. BMW emergency roadside was not helpful either. They would only tow me to Valencia, they would not tow me to Santa Monica. They said i could pay what would equal $250.00. At the time I assumed Valencia would allow me to rent a car locally. I did not expect to have to drive bck there. Overall, the repairman did his job, the rest did not.

michael B May 13, 2019

I wish I could give it 0 stars for how I've been treated here. They act nice and courteous when im there ready to buy , but as soon as I left I soon realized I was just another number and they could care less about what happens to me or my car. I was always skeptical of AutoNation but decided to give it a try, especially with their support in Breast Cancer. One of my friends who had Breast Cancer reccomended them. I bought a car there on a rainy day and my Salesman didn't even give me a tour of the car or go through the checklist to confirm everything was good. They just wanted to go home since it was Friday evening. I drove an hour for this. Once I got home I realized that even though I cleaned my car it still seemed dirty. When I took a closer lool I had realized that my windshield was completely full of cracks. It was completely pitted. I took it to two different Dealerships to get secondary opinions and they explained to me that it needed to be fixed asap because the amount of little cracks could be dangerous. They quoted me for over $1,000 to fix. Now, imagine having just a bought a car and days later already getting quoted another $1000. I reach out to several people at BMW Valencia and they decide to play the game of "let me transfer you" to no one answering. Then, Everytime I called, the floor manager wasnt there. Then I finally got in touch with Mr. Polo. The director of that region I think. When I first emailed him it went smooth. After that, it took him a werk before realizing he never replied to me and when he did he mentioned he couldn't do anything about it saying it past inspection. I have the paperwork to prove their promise to me was a windshield free of "damage or cracks" with a check mark. An entirely pitted windshield that bothers my view while driving is not free of cracks or damage. Which should be fraud. They sold me on a car with this damage. I have continued to email Mr. Polo but seem to get ignored, which seems to be common at this dealership. From my experience, once they got my money, no one cared about whether or not I got screwed over. Luckily I realized how they operated before my wife and Mother bought their cars there. I would HIGHLY reccomend going elsewhere as you'll have peace of mind that this wont happen to you. I am not comfortable in my car and my windshield is damaged. I hope no one else has to go through this. My friend that has Breast Cancer is embarrassed for this but its not her fault. Shame on this dealership for treating a client this way.

Anonymous Justman Mar 5, 2019

I wish I could give it 0 stara for how I've been treated here. They act nice and courteous when im there ready to buy , but as soon as I left I soon realized I was just another number and they could care less about what happens to me or my car. I was always skeptical of AutoNation but decided to give it a try, especially with their support in Breast Cancer. One of my friends who had Breast Cancer reccomended them. I bought a car there on a rainy day and my Salesman didn't even give me a tour of the car or go through the checklist to confirm everything was good. They just wanted to go home since it was Friday evening. I drove an hour for this. Once I got home I realized that even though I cleaned my car it still seemed dirty. When I took a closer lool I had realized that my windshield was completely full of cracks. It was completely pitted. I took it to two different Dealerships to get secondary opinions and they explained to me that it needed to be fixed asap because the amount of little cracks could be dangerous. They quoted me for over $1,000 to fix. Now, imagine having just a bought a car and days later already getting quoted another $1000. I reach out to several people at BMW Valencia and they decide to play the game of "let me transfer you" to no one answering. Then, Everytime I called, the floor manager wasnt there. Then I finally got in touch with Mr. Polo. The director of that region I think. When I first emailed him it went smooth. After that, it took him a werk before realizing he never replied to me and when he did he mentioned he couldn't do anything about it saying it past inspection. I have the paperwork to prove their promise to me was a windshield free of "damage or cracks" with a check mark. An entirely pitted windshield that bothers my view while driving is not free of cracks or damage. Which should be fraud. They sold me on a car with this damage. I have continued to email Mr. Polo but seem to get ignored, which seems to be common at this dealership. From my experience, once they got my money, no one cared about whether or not I got screwed over. Luckily I realized how they operated before my wife and Mother bought their cars there. I would HIGHLY reccomend going elsewhere as you'll have peace of mind that this wont happen to you. I am not comfortable in my car and my windshield is damaged. I hope no one else has to go through this. My friend that has Breast Cancer is embarrassed for this but its not her fault. Shame on this dealership for treating a client this way.

Lucas Mar 5, 2019

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 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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