Hansel BMW of Santa Rosa

excellent experience - the staff went out of their way to accommodate my needs and get my vehicle back to me in a timely manner. Jason was a real professional. accommodate my needs and get my vehicle back to me in a timely manner. Jason was a real professional. More

My vehicle got fixed in the time frame I was hoping for and I was able to pick it up on a Sunday after a trip. Perfect! and I was able to pick it up on a Sunday after a trip. Perfect! More

On time and as promised Friendly, knowledgeable, good coffee in the waiting room. Two more words coffee in the waiting room. Two more words More

I worked with Dan McDonnell to special order a 5 series. He was very helpful, prompt and professional during the entire process. Communication was great. Even with supply chain headaches that were outside He was very helpful, prompt and professional during the entire process. Communication was great. Even with supply chain headaches that were outside of the dealers control I had a great purchasing experience. More

Fast professional service with friendly knowledgeable staff and loaner car ready. Nice to see a cohesive business even with Covid issues. staff and loaner car ready. Nice to see a cohesive business even with Covid issues. More

Horrible customer service. My sister and I showed up excited to look at cars. We parked and walked onto the lot and it was very quiet. At first I thought they were closed. We w My sister and I showed up excited to look at cars. We parked and walked onto the lot and it was very quiet. At first I thought they were closed. We walked around and eventually made our way inside. Not once did anyone come and say hello or bother asking if we needed any help. They looked at us and then continued on with whatever they were doing, which was talking to each other. No sense of what good customer service should be. I would never recommend this place!! More

They are nice there and they treat you well, but I just got charged $220 for a brake fluid exchange, something I could’ve done myself in 20 minutes. Absolutely outrageous fees there got charged $220 for a brake fluid exchange, something I could’ve done myself in 20 minutes. Absolutely outrageous fees there More

AMAZING PARTS DEPARTMENT! The guys in the parts department are doing a great job! Thanks for answering your phone and continuing to offer delivery service and excellent custom The guys in the parts department are doing a great job! Thanks for answering your phone and continuing to offer delivery service and excellent customer service! More

unauthorized charges and threatening me for court The experience buying the car itself is not difference from others. Probably a 3 star experience. However after sales drama is the reason I’m here. The experience buying the car itself is not difference from others. Probably a 3 star experience. However after sales drama is the reason I’m here. I got a ~$75k vehicle from Hansel bmw, you’d thought they should at least treat you with respect, if not like a valued customer. After I paid them exact amount of money shown in the contract between me and bmw financial service, I’m clean with the dealership. No I’m wrong, I was sent to their collection department due to a payment they made ‘ for me’ that never authorized by me, not even informed me until 10 days they ‘made the payment’ — a phone call ask when I want to give them my credit card number to pay them back. I thought this gotta be a scam, right? I mean, no authorization, no receipt-soft not hard copy, no invoice, no letter. I talked to bmw financial service who is the rightful owner of the leased vehicle also the only authority that I agreed to make payments to, and they tell me clear and loud: I don’t not owe anybody else anything, including Hansel bmw. Just A phone call asking for my credit card number. Shawn, their general sales manager is this bullying Yet interesting Figure make phone calls asking for credit card numbers, then send to collection. As a matter of fact, you still owe me a check, which your finance guy Ben promised to send and said’ we will not cheat you as a dealership for a few hundred bucks’ Hansel’s logic is, they don’t need your approval as long as they do things they think is good for you. They can pay your $10000 loan for you without your knowledge and then send you to prison because now you owe them. Next time when you in for service, we will replace your engine for you without your knowledge because they think it’s ‘good for you’. More

Incompetence and Indifference On January 15, 2018 my wife and I leased a 2017 BMW i3 REx from Hansel BMW of Santa Rosa. In California, this vehicle qualifies for Clean Air Vehicle On January 15, 2018 my wife and I leased a 2017 BMW i3 REx from Hansel BMW of Santa Rosa. In California, this vehicle qualifies for Clean Air Vehicle Decals, which allows use of the HOV lane. This is a huge benefit of driving an i3 for us given that we commute 120 miles round-trip everyday from Napa to San Francisco for work. When we signed our lease agreement, we were told by Hansel BMW that the application for the Decals for our vehicle had been submitted to DMV "several weeks" prior and that they should be arriving any day. Over the course of the next several weeks, we continually followed-up with Hansel BMW to determine the status of the Decals. Sometimes when we called or emailed, they responded, sometimes they simply did not. When they did respond, they continually told us 'we checked with our person who handles this and no Decals for your vehicle have arrived.' After 8 weeks of this same scenario playing out over-and-over, we wrote an email explaining the situation and our frustration, being sure to include multiple people listed as responsible for Hansel BMW of Santa Rosa on the distribution. This included Justin Hansel and Henry Hansel. Only then did we get a response, this time from Lorenzo Serrano. On March 9, Lorenzo called to let us know that since the 19th (we presume of February) Hansel BWM has known that the DMV kicked the application for the Decals back to the dealership due to the vehicle being registered to my wife and I in the interim. Lorenzo said the dealer now needed to reapply for the Decals (why this didn't happen back on the 19th is beyond me) and we'd have to wait another approximately 10 weeks to receive them. That would bring the total wait time for the Decals to nearly 20 weeks. When pressed as to why the re-application didn't happen long ago and why Hansel BMW of Santa Rosa didn't disclose the delay to us despite our repeated inquiries, we were simply told "there's nothing we can do." When you go with a brand like BMW, you expect a certain level of customer service and customer experience from beginning to end. Hansel BMW of Santa Rosa, based on our experience, is completely incapable of delivering on the promise that the BMW brand stands for. If you got this far, thank you. Now go read the Yelp reviews on this dealer and you will see more about how they handle their customers and customer service. It is not good. More