BMW of Buena Park

FRAUDS!!!! Experts at conducting Shady Business!!!! DON’T GO TO THEM…. THEY WILL RIP YOU OFF!!! My car was recently taken to Shelly BMW for an ignition issue. At the time of check in service rep, He DON’T GO TO THEM…. THEY WILL RIP YOU OFF!!! My car was recently taken to Shelly BMW for an ignition issue. At the time of check in service rep, Henry Diaz, told me that they diagnostic fee would be put towards any required repairs if needed. After 3 days of no communication I received a bill via email for tow charges. Why are they charging me when AAA towed the car to Shelly BMW? I called Henry for an explanation, but did not hear from him for another 24 hours. He informed me that my Key was bad and that a new key would resolve the issue. The new key arrived 3 days later and the car did not start. Rather than taking the bad key back they charged me $225 and said I can keep it as a spare key and that they need to re-diagnose the issue. Another few days go by before he tells me that the ignition CAS needs to be replaced. I asked him how much it would cost and what to do with the bad key. He said he would email me an estimate and that I had to pay for the bad key.Their service rep ordered a new ignition case with out giving me a written or verbal estimate. At this point, I have not received an estimate or response from service rep. I then call Steve Usary (Service Manager) about the issues regarding service and communication. He got very agitated and told me that I had no option but to deal with it and buy the key and that they would not allow me to speak to technician regarding the issue. I reached out to Steve Rudnik (General Manager) who never returned my calls or emails . Finally Henry called to tell me the car was ready and that the cost came out to $2100. I never approved any of the repairs as they did not send/notify verbally with an estimates or diagnostic reports. I informed the dealer that I was not properly notified and that I had complained multiple times to management with no help and lack of communication. At the end of the day they forced me to pay $2100 for repairs I did not authorize and $225 for an unnecessary souvenir key. Save yourself the pain and suffering and go to a dealer that is reputable and does not do unauthorized work. I have reached out to my attorney who is preparing a lawsuit against Shelly BMW and we will also be contact the better business bureau. Please contact me if you have been burned by Shelly BMW. More

Rick was really terrific thru the whole process, he followed up with us after and made sure we didn't have any questions. Shelly BMW has a great team! followed up with us after and made sure we didn't have any questions. Shelly BMW has a great team! More

HORRENDOUS customer service. I have never experienced HORRENDOUS customer service. I have never experienced such customer service like Shelly BMW. I would say it is imperative that MOST of the employe HORRENDOUS customer service. I have never experienced such customer service like Shelly BMW. I would say it is imperative that MOST of the employees receive some sort of retraining or a lesson on customer service because they CLEARLY don't even know what good customer service entails. They are extremely rude to customers - clearly demeaning from the minute you park your car to the very end when you exit the glass doors. Instead of being any benefit to a customer, they actually do much more harm. Even when I tried to file a formal complaint, the manager wasn't even helpful. I mean, I understand that nobody wants to hear that their staff is doing a horrendous job. However, instead of being cantankerous about it, why don't you interpret it as constructive criticism and try to resolve the issues? PLEASE go to another BMW service center. Stay far far away. Even if you live close to this service center, it is worth the extra gas to go to another BMW service center. More

This review is solely based on the customer service I've experienced from the Service Department Team at Shelly BMW. We had brought the X3 in to inquire about the auxiliary stereo installation on three experienced from the Service Department Team at Shelly BMW. We had brought the X3 in to inquire about the auxiliary stereo installation on three separate occassions. The first time when my parents brought it in, they were told that they had to buy some sort of "kit" as well as the BMW cable for installation and programming. Due to language barrier, my parents were very skeptical and just left the dealership. Baffled by what we happened to my parents, we bought the car in again the second time on a Saturday and encountered possibly the most appalling customer service we've ever experienced from any dealership. The service advisor with short stature and short curly hair were extremely impatient, rude and unprofessional with his attitude and remarks. He acted like he was the boss and WE, THE CUSTOMERS, were his subordinates. When my husband was explaining our situation to him and letting him know that the vehicle does not come with the auxialiary system, he cut my husband off in the middle of the conversation, snapped at us and said "What? Did you read the instructions?". My husband told him calmly that "well, I read the manual and that's what the manual says ". Indifference to our concerns, the service advisor rambled on and on about the "kit", cable, labor fees and made some calls to have someone take a look at our car. Then, he told us dismissively to go to the parts department to talk to the representatives there. My husband asked him to see if he could help us to make a call to the parts department and the service advisor refused. At this point, my husband was losing his patience so he asked the service advisor "Does the phone line not work?", to which the service advisor responded "It works, but I don't have the power to tell you what to buy so you're going to have to talk to the people at the parts department." To make the long story short, we talked to a few other people that day and were advised to take the car back the following Monday. During my third visit, I spoke directly with the service manager, Luis Perez, and we were able to get the issue resolved on the same day. Even though the problem has finally been fixed after MUCH run arounds, nonetheless the below par customer service we've experienced at Shelly BMW had definitely left a bad taste in our mouth. More

I have been coming to Shelly BMW for about 4-5 years now and the reason why I have been loyal to this dealership is because Vicki Guthery at the Service Department. She has been absolutely terrific. She i and the reason why I have been loyal to this dealership is because Vicki Guthery at the Service Department. She has been absolutely terrific. She is very courteous and professional. She is also very knowledgable and helps you understand what needs to be replaced and why. She also provides fairly accurate estimates on how much the work would cost and roughly how long it would take. Furthermore, she's really good about returning phone calls and also informing you step by step on what needs to be taken care of immediately and what can wait for the next visit. Many times I feel she really understands the customers' needs and understands our value to them. I have recommended family members to her and they have visited her despite them living much closer to another BMW dealer. I have always had no problems scheduling an appointment with her because she is so flexible. I would highly recommend the next time you set up a service appointment with this dealership, ask for Vicki Guthery and you too will be able to ejoy this experience. More

Just touching base to thank you for all your help in making a very smooth transaction in this car buying experience Undoubtedly, I have had the best experience dealing with you and cannot express enoug making a very smooth transaction in this car buying experience Undoubtedly, I have had the best experience dealing with you and cannot express enough, how wonderful and helpful you have been. I am extremely happy to get such a good deal and such fantastic customer service from you as well as Paul Shin (who is such a wonderful guy and a great asset for your team). Thank you again very much for making this car buying experience so wonderful, easy and delightful. I would be definitely recommending you and your team for such a great professional service. Sincerely Dr. Harry Karna DDS More

Xocilt is the most amazing customer service representative. She is pleasant, thorough and gives me updates every step of the way. Ask for her by name, and you won't be disappointed. She's wh representative. She is pleasant, thorough and gives me updates every step of the way. Ask for her by name, and you won't be disappointed. She's what makes Shelly BMW and great place to service your Bimmer! More

I made several calls to the dealership prior to coming in and all the personnel that I spoke to were very helpful and knowledgeable. When I walked in I was promptly greeted, and taken to the service advisor and all the personnel that I spoke to were very helpful and knowledgeable. When I walked in I was promptly greeted, and taken to the service advisors desk immediately. I found Tarek Saba to be very professional... I was impressed by his genuine concern. The next day I received a call and he emailed me a very detailed report. This was the first time that I have received such detailed report listing my car inspection results. I have visited two other BMW service departments but this service department has been the BEST by far..... I will recommend Shelly to my family and friends as they are OUSTANDING !!! More

We were visiting Anaheim CA. and were run off the road just prior to entering the I-5 North Freeway. Our X5 had sustained severe damage to the left front struts, suspension, rim, front and rear tire. Bein just prior to entering the I-5 North Freeway. Our X5 had sustained severe damage to the left front struts, suspension, rim, front and rear tire. Being out of town we had our vehicle towed on a Sunday to Shelly's BMW for Repair, leaving the keys till Monday. Vicki Guthery contacted me at 6:30 am as I just walked into the service area. Service normally opens at 7:00am. I could hear her speaking as I answered my cell. This was the start of super exceeding our expectations. We needed to leave Anaheim ASAP prior to Thanksgiving so that we could be with our family, and Vicki Guthery was the service advisor that facilitated the process between our Insurance Co., the service department and us the client. Vicki @ Shelly's BMW effectively communicated and assisted us to get back on the road quickly than did our lacking Insurance agency and adjustors. Vicki Guthery was the driving force and saw that we did not have to worry about following-up calls or getting the necessary repairs done right the first time or transportation that Shelly's BMW provided for us via Vicki Guthery. Vicki and the Service department saw that our vehicle was clean, repaired and ready prior to Thanksgiving Day and assisted in resolving bottleneck delays caused by our lacking Insurance Agency in order to complete all needed repairs by Wednesday close of business. Vicki continued working with us while she was on vacation from working at Shelly's BMW (Wednesday) the day prior to Thanksgiving still providing valued communication, service work and follow-up. Vicki not only truly exceeded Expectations but Superpassed exceeded Exceptional Expectations with clients who were out of town and probably would never see again. If we had to pick a dealership in the Anaheim area, we would rather be taken to Buena Park to Shelly's BMW who restored our smiles from a misfortunate accident during a Thanksgiving Holiday that we wanted to enjoy with family. We are thankful for the Management and staff and especially a superior service advisor Vicki Guthery at Shelly’s BMW. We confirm that Shelly's BMW management desires that all BMW clients receive and experience exceptional service at all levels of service as shown by the work ethics and customer experience as we have witnessed with Vicki Guthery at Shelly’s BMW. More

I ordered a 328i over the Internet and was quoted a price about $500 less than I could get in the city where I live. I figured the hour and a half round trip to Buena Park was worth $500. I had a 1995 525i w about $500 less than I could get in the city where I live. I figured the hour and a half round trip to Buena Park was worth $500. I had a 1995 525i with 74,000 miles on it that was in Fair condition according to the Kelley Blue Book description. The KBB value was $3,625. I told the salesman, Axel Rodriguez, that another dealer had seen the car and had said he would pay $3,625 for it (which was true), so I expected the same from Shelly BMW. He said he had to see the car. I told him I understood that he had to see that the car wasn't all dented up or whatever, but once he saw that, I expected the Blue Book value in trade-in. He said, "I'm sure we will be fine." The new car came in 8 weeks later and I went to Shelly BMW to pick it up. They offered me $2,500 for my old car, giving as reasons two details that I am sure are already built into the KBB value for a 15-year-old car. Not wanting to start the 8-week ordering process over (a fact they were using to their advantage), I told them I would take $3,000 for my old car. They said no. I told them the deal was off and started walking out. The sales manager, Brandon Goodermont, came up to me and started "justifying" why they couldn't give me more than $2,500. I told him he was wasting my time and continued toward the door. He said, "I'm just trying to help you," which was the all-time dumbest statement of the whole process ("help me" give them more of my money?). I went out to my car and started it. Axel Rodriguez then ran out with a new offer, splitting the difference, so they would give me $2,750 and floor mats (which I later found out they throw in on every deal). He showed me some print-out that shows the price of the 328i has gone up $460 since I ordered it--so, he said, they are "already giving me that discount." I told him that was ridiculous--obviously I would be paying the price we agreed to when I ordered the car. On the chance that what he said about the price increase was true (which it seems to be) and because I didn't want to start the purchase process all over, I agreed and bought the car for $875 more than I was led to believe I would pay. It's not the money that bothers me. It's the dishonesty and manipulation. My husband bought his X-5 from Shelly and is about ready to replace it, but we will never do business with Shelly BMW again. More