Recent Reviews from BMW of Las Vegas

Well I want to start by saying TK in sales and Joe Kang in finance is probably their best and nicest employees that I had direct contact with when trading in and purchasing a pre owned used car (non bmw)the most pleasant and seamless experience with THEM..BUT..with what's detailed below it seemed their Jobs may have been on the line if they were unable to fix some documentation descrepancies just based on the desperation from their many missed calls, texts, and voicemails I had from them after the first week and a half after driving off the lot. Now the nightmare really started when the trade in's title was incorrectly filled out when trade in was paid off early (Hyundai's fault/incorrect lein holder on pink slip not my fault. They literally sent a letter on the payoff date saying "Said customer no longer owes us thus making customer legal owner" and apparently this was not sufficient enough for BMW...most likely due to the fact my trade in was worth so little and they stated it would be auctioned off..) so having to call into Hyundai corporate and having a proof sent of "bill of sale" and proof that we "paid taxes" on the trade in or otherwise our "deal wouldn't be financed" being threatened to us definitely left a feeling of uneasiness while the docs were being sent to the right department. (Because I guess BMW Sahara is some satelite IRS office and they report if a person pays taxes or not? There was never any clarity given in this matter other then "You NEED proof or your deal is VOID") Also It took a whole month to finally have the registration taken to DMV (please steer clear of this "Free service" that is offered sales and finance definitely make it seem like its Rainbows and Unicorns and that you will not have to waste hours of your life at the dreaded Vegas DMV) as now it seems their independent person who provides this service doesn't take into consideration or see the expire by dates so if I'm pulled over or my hoa cites me I'm at the mercy of the law and not some dealership that is not on top of their "third party employees" and their professionalism. At least hire an extra person to help with the DMV runs...even with the document discrepancies, registration shouldn't take a whole month to do. It really felt like I was shuffled to the bottom of the pile based on my unfortunate circumstances and I wish I could have done the registration myself. Overall apart from my two employees stated above...steer very clear of this place of business.

Andrew Martinez May 1, 2019

It was the worse car buying experience I’ve had! The sales manager was very condescending. The service manager was rude. If you want good customer service, this is not the place to go to. I love the car but not this dealership. I probably should have just went to the Henderson BMW but I did like our sales person. I felt bad not giving him the business but I do regret even going back. There will be no next time at this dealership. As soon as I drove my car out the parking lot, the car started having problems. I informed the sales guy and I received a run around instead of directing me to get it scheduled for service. That was frustrating. When I brought it to get it serviced, the service person was rude. I got there and stood in front of the guy for a few minutes without even acknowledging me. I had to introduce myself to him so he’ll know I’m there. When I came back to pick up my car because I had to wait 2 more weeks for the part to come in, same service guy was so rude. I had to go to his desk to ask him a question. Again, I stood there without him acknowledging me for a few minutes because he was chatting with another person. He could at least said, I’ll be right with you! How rude!!! I had to once again introduce myself to him so he knows I’m there waiting for him to finish his conversation with that other person. A few days later, i got a call from this service guy, that the part for my car came in early. So that was good! Even though, there was no reason for me to really even have to get my service already since my car was brand new. So this was a really a crazy inconveniences. But things happen I understand. When I dropped the car off the 2nd time, this service guy, gave me a loaner car. He pointed where the car was. This car was parked tightly between 2 cars and there was another car parked close behind the car as well. So I had to to do a few 3 point turns just to get it out of the parking space because I didn’t want to hit the other cars. Then, I was asked to back out so far because there was a car for service that was blocking the exit. I would assume that the car should’ve been ready for me to just drive it off. Where is the customer service here? OMG! It was a horrible experience! I never experienced this at Mercedes Benz nor Audi and any other dealerships I’ve been at! So, this will be the first and last time, I’ll ever buy a car here. It’s not worth the frustrations. One last thing, I was driving the car a month, that’s dealership didn’t even give me key chains for my keys. I had to ask for them. Just horrible. The “genius lady” was probably the only positive experience in this dealership. She was helpful!

Lena Barbose Apr 2, 2019

HORRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!! I took in my BMW 750 for a recall today, waited 5 minutes just to be greeted by someone. Had an appointment for 10am and the service advisor is no where to be seen. By the time I sit on the outside bench waiting for service advisor Frank, I hear someone call out "black 7" because calling me by my name is too much effort I guess. I get to his desk to find someone else waiting there and the service advisor pulled up a chair for me to sit next to this other customer. Total invasion of my and his privacy. I then was instructed to wait in the lobby for over an hour waiting for the shuttle driver to take me home. The dealership has 1 shuttle and it's not even a BMW. Took them 2 hours to get me home and I missed 2 other appointments in that time. The shuttle is a Toyota Sienna. I am assuming that their "BMW shuttle car" is in the shop because it's falling apart like the rest of their vehicles? The recall for the door latches took 5 hours and I was told they had to program the car for another 4 hours. I asked for a loaner car and they told me only 2012 vehicles and newer get loaners. Never mind the fact that I didn't come into get maintenance done voluntarily, my car was recalled for safety reasons and I am inconvenienced. Now the dealership has left me without a car for 2 days due to their terrible engineering. Not that I was given the option of even renting one of their vehicles because I wasn't. I have never received such disappointing low class service. For paying $90,000 for this car I expect to be treated better. Since I bought it through another dealership I guess they don't care about my patronage. I would NEVER recommend this dealership to anyone. Let alone a BMW. I have always bought a Mercedes and never had problems come close to what I experienced today. Fletcher Jones treated me like royalty every time. Both with my classic 240D and my S550. It doesn't matter how much money you spend with BMW or what car you have, they treat you like trash at this dealership!!!! If you own a BMW go to Henderson or another city!!!!!

Jevvin Nechanicky Apr 2, 2019

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.

Vivien Ho Sep 8, 2015

Updated Review on 6/29: After emailing their GM Shane O'Hanrahan on evening of 6/24 about our experience with their staff, Mr. O'Hanrahan has reached out to me on Wednesday 6/25 and Thursday 6/26 via email to apologize for me and my husband's negative experience at their service center and the way his staff handled this incident. He said he understood what we ultimately wanted - that regardless if they're not liable for the damage because of what most likely to be a pre-existing rock chip, we only wanted to see his staff to show they at least "cared and tried" to help. Aside from his apology, Mr. O'Hanrahan also assured us that he and director Shaun have evaluated our incident and looked at ways they could've done differently to prevent this from happening again, which "includes a visual observation before entering the shop (inspect for blemishes or chips) and slightly cracking the windows when we park them so as to allow air flow and release the pressure in the cabin due to heat." They will also strive to do a better job in ensuring that their customers know as much (good and bad) about their cars while in their possession. Finally, they've learned that being "compassionate" rather than being "defensive" could've helped everyone keep cooler heads when dealing with an unfortunate incident. To show that they're sorry and appreciate our business, Mr. O'Hanrahan gave us a gift of $100 credit at their boutique, which we're free to use towards retail items and accessories. He also invited us to come back, and they would take care of our engine light (that they left on because we declined the scheduled maintenance) free of charge. My husband and I are planning to go there next week and meet with Mr. O'Hanrahan. Despite the negative experience we had at their service center and how his staff dealt with us and our incident, it's refreshing and somehow relieving to know that someone over there still gets "it," and most importantly, that someone is their leader. Because of that, we're willing to give them another chance to keep us a repeat customer. Original Review on 6/24: My husband took our 2001 BMW Z3 there for a $130+ oil change yesterday. When he came to pick it up approx. 8 hours later, there was a 1.5 feet long crack on the windshield. Nobody had given him a heads up that his windshield broke while the vehicle was in their possession. In fact, they could not tell us FOR SURE when or how it broke, not even an estimated timeline, except for their "theory" that a chip on the windshield was what caused the crack, and that they are 100% sure that the chip was "pre-existing" without any proper documentation or conclusive evidence, except for "law of physics." BMW refuses to fix the windshield or offer ANY KIND of compensation for mishandling our car and the inconvenience they have caused us. Their condescending comments made it obvious they were discriminatory towards us because our car is older and that we never get their overpriced recommended maintenance done with them. Note to Shaun Ramirez, Parts/Service Director: instead of playing Physicist and teaching me law of physics, maybe you should focus more on learning about high-end customer service that BMW owners deserve regardless of how old their car is or what you perceive their social status to be. Telling me that for every 10 customers you have who are unhappy as me, you can find 10 who can say you did the right thing was just a proof you have no business to be working for a luxury-brand company to be bragging about your 50% customer satisfaction rate. Jiffy Lube could've gotten my oil change done for half the price without breaking my windshield! For those who want to continue to take the risk in doing business with their service center, make sure you document and take photos of every part of your vehicle prior to leaving your car with these appallingly calloused people.

Sheila P Tuzon Jun 24, 2014

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