Rusnak BMW - Service Center

Made an appointment for 8: 30 a. m. Friday to fix a Made an appointment for 8: 30 a. m. Friday to fix a Bluetooth problem on BMW 5 series. Arrived on time and waited 45 minutes to meet a service Made an appointment for 8: 30 a. m. Friday to fix a Bluetooth problem on BMW 5 series. Arrived on time and waited 45 minutes to meet a service rep. The RUSNAK rep then told me BECAUSE IT WAS A FRIDAY they would need the car overnight. I asked why RUSNAK didn’t tell me that when I made the appointment? Got the usual 'dumb-look.' I said OK and asked what time tomorrow it might be ready; he then said well it won’t be ready until sometime Monday! I said that's not overnight. His reply: Well it is because RUSNAK DOESN'T work Saturdays. My family has owned five (5) BMW's over the years and have very often encountered similar problems with this dealership's service department. I could never understand their ‘Sell and Go to Hell’ policy regarding service. I decided to give RUSNAK one more chance to because I thought it was a simple problem and they are local. The service stinks, people are aloof, RUSNAK dealership is an embarrassment to BMW. We would rather drive from Westlake Village to Calabasas or Camarillo for service at another dealership than waste valuable time and our sanity dealing with RUSNAK! How they stay in business amazes me. By the way, my wife's car, a Jag, was purchased from RUSNAK JAGUAR and they do dot seem to have the same service problems as BMW. Maybe the JAG service manager can train the BMW service Manage the meaning of SERVICE. More

In in 2008 I purchased a preowned 2005 525i. My first experience was to have my car in the service department 21 days of my first 30 daysn of ownership...all due to window tinting issues that I had to so experience was to have my car in the service department 21 days of my first 30 daysn of ownership...all due to window tinting issues that I had to solve myself by calling other window tinting shops and telling the Rusnak service people how to fix the tinting issue. Eventually I had to call a sales manager to help me because I knew that they would care more about customer satisfaction than the service department. This was my first experience (not good), BUT anyone can make a mistake. My second service experience (other than regularly scheduled rountine maintenance), was last Friday night, I lost my keys. My husband drove to my office (45 miles) to bring me the spare key. The spare key did not work. I called BMW Roadside Service and after carefully explaining to them what had happend with the key, they sent a service provider to jump the battery. BUT MY KEY DIDN'T WORK so the jump guy left. I called BMW Roadside Service back and they told me that I would need to be towed. By the time I got home it was five and a half hours later. I went to the service department the next morning (a very unhappy person)and asked the service manager if it was reasonable for me to expect my spare key to work...he agreed, everyone agreed, except for one service man (Andre) who explained to me that the battery in the key would go dead if the key wasn't used. He explained that the battery in the key recharged when in use. I told him that he was the FIRST person who had expressed ANY KNOWLEDGE of this and the ONLY person to explain it to me. He assured me that everything would be OK and that he would have the key sent out immediately and arrange for a loaner car for me. My husband picked up my car today and the service man (Andre) told him that our 50,000 mile warranty was no longer in effect because we had 56,0000 miles and charged us $50 for the deductable against my 100,000 mile warranty. I don't care about the $50. I care that I am tired of chasing good customer service. They all knew I was about to cry. They all knew that I AM A CUSTOMER. And none of them cared enough to VALUE me as a repeat customer. One poor experience is just a single experience. I have only had two experiences with them and both were unacceptable, uncaring and certainly short sighted. I am a tired Rusnak customer. They wore out my nice. I wonder how much they spend in marketing for a new customer. They had me and gave me away to another BMW dealership. More

Estimates are always over the roof. Often, several trips to the dealership required in order to complete the job properly. Even though I always leave my callback phone number, service adviser never calls m to the dealership required in order to complete the job properly. Even though I always leave my callback phone number, service adviser never calls me back when the work is completed. Expect to receive second rate service if you didn't purchase your car from them. More

Excellent service overall. Attention to the customer is paramount. Over the past 4 years, we bought three BMWs from Rusnak Westlake BMW, a 325i, a 328i, and a 7 series. Each time we got a great price, exce paramount. Over the past 4 years, we bought three BMWs from Rusnak Westlake BMW, a 325i, a 328i, and a 7 series. Each time we got a great price, excellent service, honesty and integrity. (Bought all three from Aaron.) Always able to get for service, and the service people are honest. The service scheduler, Renee Norris is extremely helpful. I definitely recommend this dealer. It's a 30 minute drive for us, but we wouldn't go anywhere else for sales or service. More

AVOID servicing your car here. They will KISS your ass if you have a warranty to keep you coming back. After that...they are rude and will RIP you off. Bought a certified pre-owned BMW 3 years ago from them you have a warranty to keep you coming back. After that...they are rude and will RIP you off. Bought a certified pre-owned BMW 3 years ago from them and purchased extended warranty. Under warranty, had both seat mechanisms, all door locks, alternator, AC accuator (spelling?)fixed at less that 50000 miles (FYI: this is my first and last BMW). This summer took it in for a mini oil change one week before my warranty expired because an oil warning light was on and was told they would look for stuff wrong since I still had a warranty. It wasn't time for Inspection II yet (had a few hundred miles to go). Said everything looked great! 2 months later took it in for Inspection II not worrying too much since they did a "visual" inspection at the mini oil change. Keep in mind this is a low mileage car (55,000). They found 3000 dollars worth of stuff wrong with the car (oil around here, this torn..etc...etc..) Stuff they should have "seen" at my mini oil change while under warranty! Two weeks later, after paying them thousands of dollars, the inspection light came on and they said I had to pay for the diagnostics test as it wasn't related to Inspection II. The guy I spoke with was super rude and defensive. He must be used to my kind of phone calls. My husband has a newer BMW with warranty and we will NEVER take it back to Rusnak! It's Steve Martin in Camarillo or Beverly Hills BMW from now on. Also..if you are going to buy CPO BMW...look on the internet on used car websites. We did this with our 2nd BMW. All the dealers post their used cars. Make them negotiate. It works! DON'T buy from Rusnak though. We found them to be the highest priced and most unwilling to negotiate. More

After dealing with Rusnak for 3 years - I will go OUT of my way to stay AWAY from them. HORRIBLE, HORRIBLE service. Last experience I was shuffled from one "service" person to another and stood around for my way to stay AWAY from them. HORRIBLE, HORRIBLE service. Last experience I was shuffled from one "service" person to another and stood around for over 40 minutes waiting for the "next" service manager. They had already taken my car back and left me standing there. Absolutely pissed by that time, I tracked my car down in the back lot and LEFT. (Which is interesting in itself as no one tried to stop me from taking the vehicle. How did they know it belong to me?) More

Extremely poor and arrogant customer service in the service department. calls not returned, extremely long times to have a car repaired and no real caring on the part of Rusnak that they are such poor service department. calls not returned, extremely long times to have a car repaired and no real caring on the part of Rusnak that they are such poor overall performers in service. More

Great experience. My window wouldn't roll down on my 2004 X3 that I bought new from the dealership. I made an appointment and they offered me a loaner car. I didn't take them up on it, but the problem 2004 X3 that I bought new from the dealership. I made an appointment and they offered me a loaner car. I didn't take them up on it, but the problem was fixed the same day and covered under warranty. Joe Teague was the service advisor and Mr. Ron Webber the service manager were both really great. More

Bought 2001 540i Sport. Beautiful car. BMW Certified to 100,000. Was told that the car had just had a Phase II service, early @ 45,000 miles. Bring back for oil every 15,000 miles and no major service agai 100,000. Was told that the car had just had a Phase II service, early @ 45,000 miles. Bring back for oil every 15,000 miles and no major service again until 90,000 miles. After purchase, battled big time to have agreed items fixed, and had very poor support. Took car into Valencia BMW @ 60,000 miles for oil change, only to find out Phase II service was never done. Webber investigated by asking salesmen Stratmeyer and Prince, and they told him they didn't remember telling me that, so, oh well....And the maintenance free car until 90,000, well, that wasn't accurate either. He did tell me that the part that Valencia claimed wore out should be under warranty, but again, no one will help. I paid $1100 for service on a car just puchased as a "BMW Certified Car" Contacted BMW North America numerous times but they refuse to support their customers, no contact at all with me. Have asked numerous BMW web sites about BMW support, and they all tell me you are on your own, it is non-existant. Great Car, I love it, but I can't trust BMW and will probably dump the car. Sad to say... More