Pacific BMW

Reason for Visit: Service

I recommend this dealer: Yes

My Review of Pacific BMW:
blew a water line and had it towed to the dealer - they tried to tell me numerous items were reqired to make the repairs and I new thay were not necessary (I have worked on cars for many years). It felt like the sale person was working on commissions, so the more they sold me the more they made. Called the manager and their assistant returned the call. I could not speak to the manager and the assistant defended the employees and tried to make me be at fault.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
Absolute horror show. Terrible follow through. Absolutely unresponsive. They will give you the run around until you drop from exhaustion.

They made my wife cry.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
I ordered an fairly loaded E90 330i in late Sep 05 via the internet dept. The 1k above invoice quote seemed reasonable for SoCal (and 1k under CarsDirect at the time.) I changed my mind during the wait to add PP and changed the color twice, which they handled with no hassles (their numbers matched mine.) At delivery in early December, my CA (Greg) called to let me know he would be unable to be there due to medical leave and that another CA (Hanry) would handle delivery/orientation. Delivery went smoothly and Hanry's vehicle orientation was helpful. In the F&I office, they did not try to sell me any extras like 'protection packages' or extended warranties, saying "we don't believe in that stuff." The general sales manager added floor mats just before delivery when I asked for them. Received a key chain, tire pressure gauge, and full tank of gas. Overall, the internet buying experience at this dealership was hassle-free and no-nonsense.

I haven't had any dealings with their service department so I can't comment on that.


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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
Criminals (fraud). Always have to wait after setting an appointment. Charged me for a warranty repair, which they were then re-embursed from BMW NA (fraud). Never refunded me. Worst waiting room, ever (you'll get to know it intimately). Chaotic, cramped business area. Never have cars ready on time. Usually 1 or 2 days late. Never let me have a loaner (I paid $62k to them for my M3). Horrible place.

Work done is sub-par. Scratched interior door parts, dirty floor mats. Left off the power steering cap and charged me $25 for a new one! Don't let them "was" your car. Mine was returned half-washed with dirty-rag swirl marks everywhere. They must use dirty rags and a garden hose out back.

I bought an '04 M3 from them, but don't let them service your BMW!! Let my experience save you so headaches/lawsuits.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
Worst Experience ever! Had an appt for service, after an hour wait, there were still 2 people ahead of me. No oppologies were ever made and the guy told me I was free to leave!

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
I originally went in and got pricing and lease terms that were average. However, a month or two later, after a lot of shopping around looking at different models and lease programs,I called in the evening and talked with a salesman. He found the car I wanted in their inventory, an X3 with navigation, and quoted me a lease deal that was too good to be true, minimum drive off, $497/mo. on a car with every option and a $46000 MSRP. I expected a bait and switch when I came in, but they did the deal.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Pacific BMW:
Pacific BMW in Glendale is an epitome of the seediest, and most untrustworthy car dealership.
Jenny Ho, an internet sales rep who happens to be the daughter of the owner, lied to us about the price of the car. After she took all our credit application, and ran our credit history, she turned around, and told us that she quoted us with the wrong price. She said the she made a "mistake.".
Fine. I told her to give us back our credit application, since I don't want an untrustworthy dealership having a copy of my financial information and history. Not once but several times, she said that she will give it back to us. Only to say again later the she made a "mistake". Federal law requires that they keep the credit application for 12 months.
She had been making these false statements with no consequence on her part. We the customers are taken for ride, and are left holding the bag.
It is too bad that the lowest rating I can give dealership is just a 1, because they don't deserve a positive mark. I give them a -10.
Do not touch this dealership with a 10 feet pole. This is the worst dealerhip I have ever encountered.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Pacific BMW:
I've only dealt with their parts dept. through mail order. Really good prices and they have a $18 flat ship rate, IIRC. I usually wait until I have a big order. Shipping to Texas usually takes 4-5 days.

A friend of mine had an incorrect part shipped but they took care of it. I've never had any problems with them.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
When it comes to service, Pacific BMW is pretty cruddy, which is a shame, because their sales department is excellent; my family has gotten 5 cars from them over the years. Most of their service advisors are outstanding as well, attentive and honest, but they are severely hampered by a lack of capacity and comparable loaners.

1) The wait. Their service center is so backed up that you sometimes need to schedule appointments over a month in advance! The seat in my mother's 2003 745i crapped out again (2nd time) and the earliest appointment she could get was March 1st. She called on January 27th!

2) The "guaranteed loaner" is a crock. When they do have one available, its a 325i, which is quite a step down from the X5 I drive. At least they'll rent you a car if they run out of loaners, but a Ford Escort is not the same thing.

3) I expect better service from a luxury marque. I scheduled a service appointment 3 weeks in advance, and the lonaer I was "guaranteed" wasn't available. So they offer to rent me something comparable. I need to get to work so I ask how long it will take. Daniel tells me the rental agent always gets in by 7:30am. It's 7:15. By 7:45am I'm getting impatient and ask the receptionist where the rental guy is. She says he always comes in at 8am! How is 7:30 the same as 8am? I'm sorry, but I expect a little more candor and honesty from a BMW service center. Then I find out all they'll rent me is a Ford Escort or a Chevy Cavalier! I took my X5 back and left

I serviced my car at Santa Monica BMW later that week (only a 2 day wait for an appointment) and the service was excellent. In and out the same day. No loaner, but they have complimentary shuttle service for pick up and drop off.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
I am going to leave two reviews since I have had two entirely different experiences when it came to sales vs. service.

Sales:

I know a bit about Pacific since my family has purchased/leased 5 vehicles from them over the years. Pacific is one of the friendliest, most accomodating and honest BMW dealerships I have ever dealt with. they also offer the best prices, hands down, and don't BS you. No pressure to buy, eager to test drive.

I leased my X5 in Setember, 2003 through Chris Peterson in sales, who is unfortunately no longer there. But the process was as pleasant as possible. My cap cost was basically dealer cost, as they passed along all the dealer cash and gave me a great residual. Where else can you can lease a $48K vehicle for $515/mo with $2K down?



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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
Sales: I recently purchased a '04 CPO 325 Wagon from Pacific BMW. The deal went through flawlessly. I named a price and got what I wanted. Sam is a great guy and really went out of his way to make sure I am happy with my purchase. He single handedly changed my prejudice against used (pre-owned if you will) car salesperson. I had a few concerns about the car after I took it home, called Sam the next day and he brought me to see the general manager who authorized to take care of the problem I had right on the spot. Both of them went above and beyond what I had expected from a dealership.

Service: Yes. I concur with other reviewers about the need to schedule for an appointment well in advance. In my case, it took 2 weeks. I figure it might have been a busy time of the year and well know better the next time I need to bring the car in. Allen at the Service was very professional in his demeanor and his thoroughness. He is probably the youngest advisor there but he handled himself very well.

Perhaps it is my dumb luck but I thought my experience with Pacific BMW faired very well. My advice is that if you are interested in buying a car, just go there and give them a chance to prove their worth to you .

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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
This is the most dishonest and/or grossly incompetent dealer I ever dealt with. They tried to rob $800.00 in unneeded service. Here's the story.

I took my BMW for service after it developed a rattle and shake upon acceleration, which was getting worse every day. Took forever for appointment (as usual with this dealer). After three days they tell me that "the front bushings are broken and the cost to replace it is $800.00. And I need new tires $210.00 each". I did not buy the story, and the rep charged me $95.00 for the supposed diagnosis.

I took the car to my regular mechanic, who said he does not see anything wrong with the bushing, but I needed 4 tires, which I knew about. He replaced the tires at $118.00 each, instead of $210.00 at Pacific BMW. He advised me to take it in for an alignment, and he said although he does not see anything wrong with the bushings, the alignment people will check all suspension components. I took it to the alignment shop (been in business since 1945), everything checked perfect. The shaking and the ratling disappeared, and no $800.00 repair needed.

Upon contacting the dealer to ask for a refund for my $95.00 MISdiagnosis fee, they were very reluctant, but after talking to few people the refunded my money.

BMW contacted me for their customary survey, I gave the lowest rating, and advised them that as long as I live in Glendale, I will not buy another BMW so I do not have to deal with this people.

I did not mention any employee names, because as I see it the owners and the upper management are responsible what goes on in their dealership.



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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Pacific BMW:
I ordered some accessories via the Internet. I paid extra for swift delivery (since it was a gift) but it took several days to ship and arrived late. I never followed up to seek a shipping refund because I was traveling for business.

The price was right and Internet process was easy. I'd try them again, but watch the shipping closer.


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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Pacific BMW:
Took my car in to Pacific BMW to have my flickering xenon headlights fixed. Derek was my service advisor. He took my car in (I didn't even have an appointment)and estimated that it would be done by late afternoon. Late afternoon rolls by and I go to the dealer to see the status. As I walk up, I see that my car has been washed and is ready. Derek drives my car to the front and hands me the keys. Everything was fixed under warranty and delivered to me as promised. Derek was very professional and friendly, I recommend him!

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
Just picked up my new 330i from Pacific BMW. Have to say the experience was even better than I could have expected. This was my first BMW, and I'm likely to go back to Pacific for my second. One nice thing -- I don't know if this is common or not -- but each new car they sell they pull into the showroom for delivery. I took delivery at night, so this was especially helpful, the showroom lights really allowed me to do a good inspection. As far as price, by far the best price I was able to find anywhere (I had talked with at least 10 dealers in SoCal). Very satisfied.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
I made a deal with Faisel over the phone and when I got there no changes whatsoever. In addition the dealer took off $2,500 from the sticker of a 2004 530i. No other dealer would take off more than $1,500. In addition I got $1,000 more on my trade than any other would give me. A very pleasant, no hassel experience.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Pacific BMW:
What a nightmare…I was warned by friends before I took it there and they were right! I took my new 330i in for warranty service on the sunroof and ended up with collateral damage to my shifter knob. Then I had to physically bring Greg my car again so he could determine what shifter knob to order even though I told him over the phone that it was the myrtle wood. BMW only offers 2 options on 2003 330s! In the meantime, I receive a survey call asking me to rate my experience. I was truthful and gave the low rating they deserved. When I returned the car again to have the shifter knob replaced, Greg calls me on the carpet about my negative survey responses and would not let it drop, even after I told him he was out of line! Very uncomfortable! I complained to Terry who was useless and tried to pacify me by sending me a cheap key ring. I have several friends who have also had their cars damaged while in for service at Pacific BMW and other friends who have also been asked to explain poor survey feedback. According to Terry, service consultants are not supposed to use customer survey results to harass customers, however with my friends and me it appears to be standard practice. I found this completely unacceptable! Pacific has major problems in their service department, apparently from the top down! I also complained to BMW North America to no avail. They just kept referring me back to the dealer…big help. Interestingly enough, the damage they caused to my shifter was submitted as warranty work even though the dealer caused the damage. My paperwork shows that it was replaced because "customer states that the knob is marred." I guess BMW North America doesn't mind footing the bill for negligent dealers. I would not recommend Pacific BMW to anyone who loves their BMW and expects to be treated with respect.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Pacific BMW:
Great experience from the get go. Bought 2 cars from them so far. My second was the '04 5 series and my salesman made sure that I had the 1st one off the truck. Always a good experience with sales and service and Chris is always available for anything that I need. One of the smaller of the BMW dealerships until the huge expansion next year, but I would never go anywhere else.

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