Don't buy a car from these guys!!! This is a long review. If you don't want to read the entire thing and you're looking to buy a BMW, go to New Century BMW in Alhambra. They're way nicer and aim to give you the best service. Keep reading and you'll see why Pacific isn't the best choice.
Bad buying experience and even worse service experience. They're a bunch of dishonest people.
I should have known from the beginning this dealership was going to be a bad experience. We bought an X3 with the M package 4 years ago. We haggled with the sales rep and they wouldn't budge on $800. They said "that's the absolute lowest we can go. If we gave you the $800 off, we'd be losing money." If they did budge, we would have bought it right then and there. We ended up walking away that night. We did some research and found you can actually buy from an online sales rep. They sell cars with no commission. They gave us a price $5000 cheaper! Needless to say we bought it from him. We confronted the sales rep and they said "well, the online guys have a different price they can offer." Sounds more like the sales rep was greedy and tried to get a $5000 commission.
Now on the service end. I have a few bad experiences.
1) I took the car in for service. When I came back to pick up my car I found a huge scratch on the bumper. Looked like someone hit a yellow post. They tried to give me the keys without telling me. I luckily saw it before I left. My service advisor said "if you had driven off the lot and came back to let us know about the scratch, we would have still taken care of it." It's upsetting to know someone scratched the car without saying anything.
2) We purchased a tire warranty that replaces all damaged tires. We had a screw in one so I brought it in. I asked my service advisor how long it would take. He said "about 3 hours. We have to go through the insurance company to cover your tire. Once it's approved we'll change it right away." They claimed to have no loaner car that day. It's pointless for them to drop me off at work since it's supposed to be 3 hours. I let my manager know the situation and they let me use a half day of vacation. I waited two and a half hours (grabbed lunch and came back). I checked in with the the service advisor and they said "I'm sorry, we didn't have your tire in stock. We'll have to give you a loaner." They waited to get approval before checking if the tire was in stock! On top of that, they lied about having a loaner!
3) I dropped off my car again. This time I had them drop me off at work. When my car was finished they sent a driver to pick me up. The driver called and said he was right outside waiting for me. When I came out he wasn't there. I called him back and he said "I had to go around the block. I'll be right there." I waited 30 minutes for him to "drive around a block." Seems very excessive and the drivers excuse was "I got lost." Driving around the block?!
4) This last experience is the last time I'll deal with them. I dropped off the car for another nail in the tire. When I dropped it off I asked "can you check if the car needs any service as well?" He said he would have his mechanics check it for me. At this point, we were still under warranty. They called and said the car was ready and everything was done. I said great and picked up the car. 3 months later the car has a check engine light. It needed a major repair because of a mechanical failure. We were near the BMW in Alhambra and felt it would be best to drop it off there so we wouldn't do more damage to the car. We found out that our warranty expired a month ago and would have to pay about $3500 for the repairs. The Alhambra dealer said "if you had extended the warranty, it wouldn't have cost you anything." The Alhambra service advisor said "I would have hounded you on this and told you to get the extended warranty" The Glendale service advisor said "it's not our responsibility to let you know when your warranty is up." That part is true. It is not their responsibility to let us know. BUT, when you call yourself a "service advisor," you should probably have your customers best interest in mind, especially when I was there two months prior to the warranty expiring! Now, we cannot get the extended warranty because we missed our chance a month ago! Alhambra stepped up and was able to figure out a way to cover 95% of the cost. Glendale didn't even bother to try to do the same. They said we were on the hook for the cost of the repairs.
Every time they service our car, they send us emails and give us a call to remind us to give them a good review for their service. But when they mess up, we never receive a call or email to give them a review.
DON'T BUY A CAR FROM THEM!!!!!!!!!!!!!!!!
And if you need your car serviced, take it to another dealer!
I Recommend This Dealer:
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