Center BMW of Van Nuys SUCKS!

[GarlicBun]

(This is my friend's experience and i would like to share with all of you, make sure if you are in this area, find other dealership to service your car)

On 3/20/15 I walked into my appointment service for "Maintenance Service" and "Repair Service". Paul Sanhanphakdi was my service adviser, and let me just take a moment here and address how unsatisfied, unhappy, and disappointed with the service I received from him today. This is my first BMW maintenance service ever since I purchased my 328i last August. I was filled with excitement and high expectations to receive great customers from Center BMW. Instead I was given multiple excuses that they cannot do a "repair service" or give me a rental car that I clearly requested on the online appointment.

Paul said that normally they do not give out a loaner for an oil change that will take less than a hour, which I understand. However, I came in to try to fix the rattling sound that's been bothering me for a long time. He also stated that he does not have enough technicians to do a repair service, because it's already Friday afternoon. I than ask for a loaner car, so they could have enough time to take a look at my car. Paul than disregarded my concern for my car and gave off an attitude that this "rattling sound" of my car was not worth the trouble for him to give me a loaner car. I then go on to address my issue that I had sent in a request online via Center BMW website, and why I did not receive any phone call to let me know a head of time that I will not be able to receive a loaner car or even repair my car. He then tells me that he didn't even receive my maintenance request and ask me to forward the confirmation email to him, which is this email attached on the bottom. After he received my confirmation email his insincere attitude persists and was not even apologetic about the lost of confirmation email. I questioned why my appointment was able to go through if I could not receive the repair service and the loaner car I wanted. He replies to me that he doesn't know, they do not review the online appointment reservations, and pushes off the responsibility to upper management. Why does the online appointment function exist if the service advisers do not even review the appointment requests? Is this how BMW customer service suppose to be? I spent $50,000 buying my car just to receive this kind of service from your most advertised "free maintenance service"?! I have heard many good reviews about how BMW service representatives always give exceptional customer services, but the service I received today was far from standard. I can pay $78 to get better service at Auto Nation Toyota Service Department. I addressed how unhappy I was to Paul, and all he could do for me was reschedule me for Monday. I asked him if I come back on Monday will I be able to get a loaner car and leave, he said not likely because the oil change will only take 1 hour. I told him I do not have time because I start work at 11am and I basically need to drop off my car and go back to work. He said the service center opens at 7:00am in the morning and questioned me why I cannot make time for them for an earlier appointment. I address to him that I cannot be here earlier, and his attitude persists and questioned why it's difficult for me to make time to come in for an earlier appointment. I work late hours, I sleep at 4am in the morning, I cannot simply just make time to come in at 7am in the morning to maintenance my car and then work another 15 hour shift. If he cannot sympathize with my schedule restrains, it's fine, then don't keep saying "I understand you are busy, we are busy here too". That's not something you said to a customer who, first, has an appointment for service a, second, had to be rescheduled because he did not receive my appointment. I am utterly unhappy and bitter about my experience here at Center BMW. The reason I choose Center BMW to do my first maintenance was because they offer the option for a loaner car. You can rest assure now, I will not return to my appointment for Monday at 11am. I am too upset and does not even want to see Paul again. I do not have the time to deal with his excuses and his rude attitude, and honestly I question if my vehicle will be taken under great care if I do let Center BMW service my vehicle.

[YMB_F80]

My answer to this is to take it else were! Simple as that!

[m3z]

I went to shahe for my service advisor and he was a pleasure to work with. But they had girls driving the cars to the back. And I don't know if it was cuz she didn't know how to drive stick or what but she didn't even slow down for speed bumps and I'm lowered with a lip. That pissed me off. But my tech (didn't catch he's name) and shahe were a pleasure. That said I plan on going to someone ivan of strasse sport referred me to from now on. If center bmw is close to you I would suggest giving shahe a call.

[parky1215]

Go to Crevier BMW for 99% guaranteed bmw loaner (even for 1 hr oil change) even if you did not purchase car from them. I believe they have largest # of loaner vehicle available in socal.

[Wei718]

I think your friend should go for the appointment on monday. After that BMW will send you an email for the dealership review then you give them bad feedbacks. I heard those negative feedbacks affects the SA's quite badly.

[YMB_F80]

Originally Posted by m3z

I went to shahe for my service advisor and he was a pleasure to work with. But they had girls driving the cars to the back. And I don't know if it was cuz she didn't know how to drive stick or what but she didn't even slow down for speed bumps and I'm lowered with a lip. That pissed me off. But my tech (didn't catch he's name) and shahe were a pleasure. That said I plan on going to someone ivan of strasse sport referred me to from now on. If center bmw is close to you I would suggest giving shahe a call.

Haha Pacific BMW??

[m3z]

Originally Posted by Victorwu120

Haha Pacific BMW??

The one ivan referred me too?

[YMB_F80]

Originally Posted by m3z

The one ivan referred me too?

Yup!

[AW BMW]

I had my 335 serviced at Center BMW only and always received great service from them. My car was modified but I never had any issues. But I never did use that Paul guy you are taking about.

[BEMR]

One guy, one bad experience, not fair to throw full dealership under bus from one bad deal. Not a single business runs a perfect customer service, you just learn to expect that. Friend up with somebody at the dealership, give them positive things to remember you by, then tell me how they treat you, seriously.

[GarlicBun]

I understand, and the point is not to make center BMW bad because they do have a lot of good staffs there. Just this Paul guy, need to go else where and stop being a jerk in Center BMW.

[AustinY 2208]

Originally Posted by Victorwu120

Haha Pacific BMW??

How the service on pacific bmw glendale? I bought my car on that dealer but i don't know if there service is any good.

[AM4ZING]

CENTER BMW is definitely one of the worst dealerships in the greater Los Angeles area... on the contrary, New Century BMW in Alhambra is all about customer service and quality for their customers so you should try them out

[SupremePower1]

The people are Century West BMW are super easy to deal with and the SA's there (I've had two, are very nice and communicative). Would recommend trying them out as they are likely the next closest dealership in Toluca Lake.

[GarlicBun]

Some updates..

Got email back from BMWNA, they said Center BMW is franchise, and they cannot do anything about it.

Therefore....If you receive anything unsatisfying, you have to deal with it yourself!

[rr006rbc]

Come to New Century.

[dkhm3]

sorry to hear about your experience.

Here is what I do- I always give my SA something the first time I pick the car up from him. Something like a Gift Card or a small gift. And then I remember things like anniversaries or if it is close to a holiday- i give them a small token as an appreciation.

What I get in return is much much more than the value of my gifts.

i.e.
My break in service with my M3. There were cars lined up the block for service and my SA cut mine ahead of all other cars. I was introduced to the tech and my service was done in 45 minutes.

took my x5 in- was told no loaners available for 2 weeks from appt taker and i went ahead anyway. My SA pulled strings and got me a 5 series loaner.

I know you think you have a 85k car and should be treated right, but here in LA, you are just another BMW owner- it is common as camrys.