Hansel BMW of Santa Rosa

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

Great Experience Kai Fuller was and continues to be very helpful with all my questions about our new BMW.His initial meeting with me answered all my questions at the t Kai Fuller was and continues to be very helpful with all my questions about our new BMW.His initial meeting with me answered all my questions at the time and subsequent new ones have been answered over the phone. More

Andrew Wood is an awesome salesman Andrew has great personality, and easy to make friends with him! Highly recommended to buy cars from Andrew, he will give you the best price and wond Andrew has great personality, and easy to make friends with him! Highly recommended to buy cars from Andrew, he will give you the best price and wonderful service throughout the Saling process! I didn't not only gain my lovely car, but also made one more friends! More

Great sales and service. We truly appreciate the sales team at Hansel BMW of Santa Rosa. We purchased a BMW i3 and everyone went beyond the gold star. The finance person David We truly appreciate the sales team at Hansel BMW of Santa Rosa. We purchased a BMW i3 and everyone went beyond the gold star. The finance person David is kind easy to understand and a wiz at his job. Everyone made our sale great. To say the least the i3 is an unbelievable machine, we just love it. This is our sixth purchase from the Hansel group of auto sales. My first BMW and it was the ultimate premium Expierence. More

Great Orientation on using our X1 from Kai Fuller Kai was amazing in showing my husband and I how to use all the features of our 2017 BMW X1. He was extremely friendly,professional, clear, concise an Kai was amazing in showing my husband and I how to use all the features of our 2017 BMW X1. He was extremely friendly,professional, clear, concise and we are enjoying all the features on our car. More

excellent sales and orientation personnel We initially visited Hansel to look at the i3. Luis Chinchilla did and excellent job of explaining and demonstrating, but the prices did not work for We initially visited Hansel to look at the i3. Luis Chinchilla did and excellent job of explaining and demonstrating, but the prices did not work for us. We then asked Luis about the X-1, which also interested us and he again did a fine job of introducing us to the car. We ended up with a certified 2013 X-1 with low miles and a lot of features that were new to us. Kai Fuller was most impressive in introducing us to the extraordinary complexity of the car. I have had two sessions with him to get into greater detail on all of the features. His explanations have been clear and accurate. Our enjoyment of the car have gone up accordingly. We have no experience yet on the service department, but the parts staff have been knowledgeable and helpful as well. More

top notch from first step to first service I ordered my X 1 direct from the factory in Liepzig, Germany. It was great to follow the actual ship that my car was on. and, the car arrived sooner t I ordered my X 1 direct from the factory in Liepzig, Germany. It was great to follow the actual ship that my car was on. and, the car arrived sooner than expected. Kendall Brocco was knowledgeable and helpful. Gary and Martin in finance were super and Kai, the service "genius" really knows his BMW! He spent a good hour with me to insure that I completely understood the technology on the car. Hope I never need service ( joking ), but if I do and they are anything like everyone else at Hansel BMW, all will be FINE. More

5 Stars for Kai Fuller Kai Fuller was extremely helpful to my wife and me and taught us how to use the various functions of our 2017 BMW X3. He is very knowledgeable and co Kai Fuller was extremely helpful to my wife and me and taught us how to use the various functions of our 2017 BMW X3. He is very knowledgeable and competent, and his explanations were clear and thorough. He utilized a checklist which ensured that all the important topics were covered. He was also patient in answering our many questions. We greatly appreciated this Genius service, especially with Kai. Thanks, Tom M. More

X 5 orientation Kai fuller came to our house to teach my wife some of the technical features of her new car. He got the car to open the garage door and helped her on Kai fuller came to our house to teach my wife some of the technical features of her new car. He got the car to open the garage door and helped her on the navigation and split screen. I expect she will need additional training as she has time. This is a very necessary service as the cars are getting so complicated More

Kai is awesome Explained every feature to the tee during our Encore appointment. Went above and beyond to find out extra features (he activated my XM, found out what Explained every feature to the tee during our Encore appointment. Went above and beyond to find out extra features (he activated my XM, found out what roadside services I had, and never tried to push any costs on me). Overall a pleasure to work with. Also, I wish all mechanics were as friendly and personable as Jay. Would definitely return. More