Recent Reviews from BMW of Las Vegas

Being impressed with the BMW brand, my husband and I bought each other cars on the same day. This is our 3rd year of ownership and never had an issue with other dealerships. I took my car in for an oil change to this dealership on January 25, 2018 at 8:05am. I received a call saying my car needed an alignment and tire rotation. I picked my car up at 5:14 pm. I reached for my prescription glasses that I need for night driving and they were missing from my car. I went back into the dealership and informed my service advisor Leon Zelensky. He came out to check the car and the glasses were not there. I explained I could not get another pair (Versace frames) covered by my insurance until December of 2018. He asked if I could check at home and give him time to speak with everyone that had been in contact with my car that day. No need to check at home since they were in the car when it was dropped off that morning and only used for night driving. Needless to say, no one saw my glasses. I went back a few days later because my brakes started making a noise. I was told it was due to changes in weather and possible a film. Odd that I haven't heard a noise in the past years. I've checked in with phone calls and visits to the dealership with no luck over the past few weeks. I stopped in the dealership on Monday, February 19, 2018. I was informed by Leon that my glasses were not found and I would have less of a chance than before considering they just hired a new cleaning crew. Followed by he would keep checking and joking that he had HIS glasses! I didn't see the humor and decided to call again this morning. I asked to speak with the service manager. I was sent to a voicemail. I called back, they asked for my name, and hung up on me. I immediately went to the dealership and asked to speak to the service manager. I was told all managers were at an offsite meeting and would be back in 30 minutes. I couldn't wait so I told them I left my name and number again and said I would return after work. At 1:38pm I received a phone call from a person named Sunny and she said she was the service manager and not Josh who I was told was the service manager this entire time. She told me she would review the tapes that they have onsite and would call me back. She further explained how detailed their camera system was and they retain tapes for 7 years. I wondered why the tapes were not reviewed before today. I didn't wait for her to call me back and went back to the dealership after work. I was informed by Sunny they reviewed the tapes and did not see anyone remove anything from my car. The icing on the cake was being told by Sunny with Leon standing there not saying a word that when you bring your car in for service, you sign that they are NOT liable for any items missing. That means they free and clear to take anything out of your car that they want. Makes me wonder if the camera story is true or false. Also wonder if cameras are in all areas and if they have night vision considering it was dark when my car war driven around for me to pick up in the circle. **BEWARE: DO NOT LEAVE ANY ITEMS IN YOUR CAR REGARDLESS OF VALUE

Frances Kennedy Avery Feb 22, 2018

First time I bought a car sight unseen. Figured BMW of Las Vegas would be honest and after all a “Certified” used car - I was told - was supposed to have all the gadgets, engine and power train checked. So we pay the money by bank transfer, and after getting the cash suddenly, no more communication. Anyway, after almost two weeks, today we got our car, and guess what? One of the running lights was out, then the passenger side mirror does not adjust electrically. So without missing a beat we took the car to our local dealer in Santa Fe, NM (yes, it takes less than a day to drive from Las Vegas, NV to Santa Fe, NM), and immediately the service manager and tech said “oh, you have more trouble than a mirror and a light, you have a wiring issue”. So the logical next step is schedule an appointment for service and the Service Manager at our local dealer said (you have a certified car and the dealer should have fixed it or it is not certified, and you are due repairs or some money back”. So my wife call BMW of Las Vegas and after being transferred around she finally was talking with the General Manager (so he said). Now the GM was informed that the call was on a speaker phone so the Service Manager and Technicians at our dealership could answer any questions. This GM started out condescending with “you just don’t know these cars well, it is obviously something you did with it”. My wife stated she has had a car like this one since 2004, she knows these vehicles. He then said “your husband came up and looked at the car and agreed to the purchase”. My wife pointed out that I am a permanently disabled combat veteran (post 9/11) and I cannot fly or travel alone and besides I had been in bed several of the days that BMW Las Vegas had a communication lock down and we did not have the car. After that this GM went downhill fast, he did not curse; but, he yelled a lot (witnessed by 4 service people and myself). He was obnoxious and rude and accused us of “messing up,the car to get something free”. Really, if it is electrical it could run $1,200 to fix no big deal, we just wanted to get this BMW Las Vegas (owned by AutoNation) to come clean. Instead, we got yelled at, accused of being morons and outright accused of opportunism. The Service People at our local dealership were shocked to hear a GM talk like he did - one said “we would have a new boss in five minutes if our GM talked to customers like that”. So ANYONE that is considering buying any vehicle from BMW of Las Vegas - don’t walk away - run away. They will never have my business again. Oh and these “morons as you so aptly called us (Mr GM of BMW LV)” have a total of one Philosophical Doctorate, five Masters Degrees, four Baccleaurate Degrees and an Associates Degree between them and the Coupe de gras (the pinnacle of the efforts to complete - for your benefit Mr GM of BMW LV) I am a retired US Army Colonel who served 47 months in Afghanistan and Iraq (wounded twice) for a little over 33 years moving up from a basic enlistee through the ranks all the way up to Colonel and have founded two companies, I am not a genius or claim to be one; but, “moron” is not a descriptor.

Quentin Collins Feb 10, 2018

My SUV was running perfectly fine, but the check engine light came on, so I took it in. They had originally quoted me a much lower price to have a diagnostic done, then of course called back and more than doubled what that price would be. Then called back saying my vehicle needed nearly $8,000 worth of repairs, more than what my vehicle is worth. When I had them send me the 2 pages of "needed repairs" it was almost comical the things that were listed. First off, they listed quite a few items that were less than a month old and had already been fixed previously that month so those were obviously bogus items they were just pulling out of a hat. All my fluids had been topped off before bringing it in, yet they wanted to charge me for each individual fluid as if they were all empty, they wanted to charge me for bulb covers, and so many more unnecessary and ridiculous items. It was very obvious that they saw a woman with a BMW come in and figured I wouldn't know a radiator from a thermostat, tried to convince me that if I didn't fix every single thing my vehicle would surely blow up and I'd die, and that since my vehicle needed more repairs than it was worth that I'd be better off trading it in for a new car. Since I wasn't born yesterday I declined. I asked them to simply fix $160 worth of things on my brake lights to make the cost of the diagnostic a wash. They decided not to do that, not inform me that they weren't going to do that, and then when I came to pick it up actually tried to convince me that they'd called and had an entire made up conversation with me that in order to fix the brake lights it was going to be complicated and actually cost me almost $800, not the originally quoted $160. They could not find my vehicle when I came to pick it up, it was not where they said it was and we had to wait over 20 minutes for them to figure out where they had parked it. Long story short, I took it to an honest mechanic after that who figured out what was actually causing the check engine light, low and behold I didn't need to basically buy a brand new engine, I simply needed one part replaced, basic maintenance. He fixed it, check engine light turned off. Thanks honest mechanic!

Melissa Feb 2, 2018

When one purchases a BMW automobile, and consistently returns to the dealer for service after the sale, you expect some minimal standards to be met. I confess, I have come to rely on this consistency from a dealer in Riverside, CA. However, after moving to Las Vegas, recently I took my car to BMW Las Vegas, expecting a similar level of service. D'Andre was the star of the entire experience...the associate who checked me in for service and discussed with my what I needed from the visit. Everything was done as he described, and completed earlier than expected. He was perfect with his "customer service" and he should be commended. HOWEVER, when I returned to pick up the car, this is where Riverside and Las Vegas diverge in service standards. Rather than return to D'Andre to summarize the service and perhaps thank him for expedient and pleasant service...and I was wanting to discuss the purchase of extending my warranty...I was directed to go to the cashier. If I were to use one word to describe the fellow who wiggled his index finger for me to approach the counter (even when the area around was devoid of other customers) the best word would be "surly". Without any pleasantries, he simply said "Last name" No discussion about the service, confirming what they did was what I had requested. He stated the dollar amount due...no explanation of how they had arrived at that number. (At home I saw a charge of about $25 that I still do not understand) He simply instructed me to place my chip card into the slot...silence. Once the papers and receipt were stapled together, he ripped the tag off my keys, hands them and my paperwork to me with a monotone "thank you" and looks back down at the counter as if he is done with me. I asked where would I find my car, and the answer was one hyphenated word "round-about" and he pointed in a general direction without lifting his head. Okay, I've never been to this dealer before and I had no idea where this round-about was, but assumed it was near where I entered the Service garage, so I marched out, see a round-about, and start looking for my car...clicking my key fob furiously. No beeps. Now I'm walking out into a vast lot near the Service garage entrance...nothing. I stopped a young man with a dealership shirt on, and asked him if he could help me find my car. He asked me where the tag was that had been with my keys, and I indicated the cashier had ripped it off before he handed them to me. He radioed the cashier and asked him about what the tag said and the response was "ten" which apparently meant "round-about" and we both return to that area. No car. We then repeat a nice stroll in the hot afternoon sun, back out into the vast lot near the Service entrance. No car. He asks me to wait there while he went behind a locked automatic gate. In less than 10 minutes, I see the automatic gate open, and my car appears with him driving it out to me. He is apologetic and pleasantly tells me to have a good rest of the day...very kind fellow. Why do they not valet the car to the door so you don't have to go wondering around their property searching for your car? I guess I was spoiled by Riverside, CA BMW. I don't care about walking, I just need to have a little direction from someone who really knows where I can find the car easily. Is this petty? In relative terms, perhaps. It could have easily been prevented by a better system, or even helpful, and pleasant cashier. It did not help me "have a good day" nor a good impression of the dealership. This little sideshow took about 30 minutes. It is worth another 30 minutes of my time to write this review...simply in hopes a minor change is made to prevent others from having a similar frustration.

zarcher1 Sep 11, 2017

This used to be a very good dealership. They no longer are. I have bought three vehicles from them in the past 5 years. Two 750Li (2009 and 2012) and one X5. I have also brought five very close friends in and introduced them to my sales associate, Albert (who left last year, in part because of what I am about to relate). Spent about $250,000 or so. At one time the service department was efficient and did whatever they could to help you. Then there appeared to have been a change in the dealership in early 2015. Since then, I have had nothing but trouble from them. I was what they had described to me as a "VIP customer". I had a very good service rep named Adam. I should have realized something was wrong when Adam left BMW right after Albert did. They both went to Mercedes. After Adam, I was given a young service advisor named Tyler. Where Adam actually tried his hardest to help me, Tyler seems to be very good at trying to sell me on how hard he's fighting for me, and getting nothing accomplished. The first thing he did was try to charge me full retail price for tires, after BMW has a price match guarantee and it was in the computer that I had documented prices that were about $200 per tire cheaper than he tried to charge me. And he tried to sell me on how much, "because I was a VIP"'he was taking care of me. By charging me $200 more per tire than I was previously charged. That was my introduction to the "New "BMW of Las Vegas". My 2012 750 has begun to have problems. I love the car, but it has spent more time in the shop in the past 9 months, than it has with me. While it is under warranty, these guys apparently aren't motivated to actually fix problems. Example: right rear door soft lock wasn't engaging. Told them. Tyler told me "the tech checked it and it worked fine". Got it home, and filmed myself trying it 22 times in a row, and it failed EVERY SINGLE TIME. My second problem, and this kills me. BMW has made Pirelli PZero tires stock. In fact, only run flat to fit my car. Only one. Worst tire ever made. Just google the reviews. WORST TIRE EVER. I lose an average of 1 every three months. BMW will not warranty the tire at all. So I pay $500 (or$600 if it is the rear tire) for a new tire every three months or so. I had two tires replaced two months ago. Today I was traveling down Elkhorn when I hit a seam in the road. The side of the brand new tire completely blew out. Tire is literally less than 3 months old. They refuse to replace it, despite the fact that I didn't hit anything. I am just driving down the road. So now, I went to Discount Tire. They don't carry it, so I ordered it. But they will offer a warranty for $100 per tire. Quite frankly, I feel ripped off and taken advantage of at this dealership. They are now on notice. My next cars will not be from this dealer. Once my warranty runs out, I will never again come to this dealer for any reason. I'll look at Mercedes, Audi, jaguar. I WILL NEVER GIVE THEM MY BUSINESS AGAIN.Their service manager was a condescending asshole. The service reps are much better at salesmanship than service help. I am disgusted. Hey, BMW of Las Vegas, congratulations. You have lost a "VIP" customer forever. I will never again refer my friends and acquaintances to you. Never. Keep doing business like this, and you will be out of business.

Michael Gowdey Sep 2, 2016

I went to BMW Sahara center for an oil change on 8/11/2015 and I was told that my car needs an alignment. I was told that their records show that my car didn’t have an alignment done since I bought it over 2.5 yrs ago. I was hesitant to have this done but Danielle, who is my service advisor, suggested that she put “do check 1st only do alignment if needed”. I agreed. Of course when I pick up my car, they said they went ahead and did the alignment for me as it was needed. When... I file the alignment invoice in my Car Services folder at home, I found another invoice for the alignment service from same location on 2/02/2015 for the exact service. I was so upset that a prestigious company like BMW would keep such poor maintenance records and tricked me into another alignment service. I had trusted them completely when they said I have not had this service done before. I drive locally and on freeways in Las Vegas and my car had no alignment issues. It drives the same now as it was before the "said" alignment was done. I barely register 6,000 miles since the service done in Feb 2015. I showed the alignment report to one of technician, he said I don’t need this service. I called Danielle the next day and informed her that my records show that I had my alignment done earlier this year and thus I did not need another alignment done so soon. I asked for a full refund. She acknowledged she made a mistake, and said they are willing to give me a full deep cleaning for free. Since I don’t accept the cleaning she forwarded me to a manager, Josh Martinez. I only spoke with him for one time, when we spoke I mentioned the report looks no different. He said he will check and never call me back. I've called and left many messages to the manager, Josh Martinez and got received no reply or acknowledgment. Finally, on 8/17/2015 around noon, a guy named Shaun from BMW said they will refund me the full amount of $225.88 and that it will take 7 to 10 business days before I will get it. As of today, I still haven’t received the refund. I called BMW back as well as Shaun two times last week, and left messages and no one would call me back. I went in to see them this morning and were told they went for corp meetings and don’t know when they will be back. I am so disappointed in BMW's service as well as it's management who does not value customer service nor customer satisfaction. See More

Vivien Ho Sep 8, 2015

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