I wanted to love this dealership- but after more than two - goanywhereelse
I wanted to love this dealership- but after more than two decades with Pajouh BMW (previously Courtesy), we know them pretty well. I feel a review is absolutely warranted.
We’ve purchased three BMWs at this dealership, and purchased extended services on our most recent fourth (purchased elsewhere, for reasons listed below). Buying them new is easy, although you can absolutely find a better deal almost anywhere- servicing them at this dealership is next to impossible.
Car dropoffs and pickups frequently take more than an hour each, even when scheduled well in advance by the dealership themselves. Don’t be surprised when you find yourself parked on a sofa for an hour- it happens almost every time. Every visit, I witness visible disorganization and other frustrated customers camped out in the showroom. I’ve had to call my work and take a half day because the wait times were so obscene.
Once you’re done waiting to drop off- services at this dealership cost more than double the price of the local specialty shop (and easily take double the time). While dealership services are always higher regardless of location, this dealership consistently takes the cake.
They often miss glaring issues (last time I left after a check, I noticed a fog light was out that they didn’t mention), and consistently push extra (usually unnecessary) services. We’ve shown up for service appointments they scheduled, and then been turned away during check-in after an hour wait because they forgot the mileage minimums on a package and realized we hadn’t hit them yet. We’ve paid for different services, and later had private BMW mechanics tell us the services either weren’t done or were done badly (multiple times, multiple mechanics!).
Why my rating is so abysmally low: Packages and warranties are basically useless, as it’s next to impossible to get a call back from BMW to check status and schedule services.
My BMW app is somehow more useful than the dealership. They don’t answer phones, they don’t respond to voicemails, and are even largely unresponsive to texts. I’m polite, understanding, and do realize things slip through the cracks- but it shouldn’t take more than a week to hear back about simple warrantied maintenance (and I followed up!).
Reception, although very responsive, is unable to access car-specific information, so the customer is stuck waiting for an unresponsive BMW team to give them a call “when they can.” It’s incredibly frustrating, especially when we’ve purchased so many vehicles through their team. I’ve worked with the BMW dealerships in Marin and Sacramento to fix both maintenance and body issues, and the experiences were laughably better (so much so that I’d absolutely tow to Sacramento if I ever needed a dealership collision repair). I don’t trust the work here anymore after multiple experiences, including one where my bumper fell off when closing the trunk because it was improperly attached with less than half the required hardware. The collision center in Sacramento was quick to identify that it had been improperly attached by the Chico dealership, and fixed it for free.
While the Pajouh dealership looks pretty, that’s about it. I would make the journey to another dealership, even if you’re local. Shoot, just buy the car online- truly, buying a car unseen with no warranty and then taking it to the local specialty shop is more trustworthy, cheaper, and vastly more convenient. I would not trust this dealership when purchasing a used vehicle, and wouldn’t recommend them when purchasing a new one, either.
I feel bad leaving such a scathing review, but our experience has been consistently disappointing for decades.
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