OUTSTANDING SERVICE!!! SHOCKED!! - Skeeter
Our experience buying a 2018 440i c with JV Huynh was the best experience we have ever had buying any car. This is our 3rd BMW and we would buy here again and again to have the same caring sincere desire to truly GIVE GREAT customer service. JV listened to what we wanted and what we needed as well as what we expected for the money we would be spending. We were not going to speed as much as we did however we did and dealing with JV we felt OK about our purchase after talking and working with JV. The deal was clean easy no surprises and not pushy at all which is what you would NOT expect from a sales person.
JV has followed up with us to make sure we got home safe as we live over 1 hr and half away and that we were enjoying the car! Zack the finance person was not pushy and again listened to us and did not keep trying to sell sell sell extra stuff. Straight shooter even if we were wrong!!! Having to spend a lot of money we walked away feeling no stress and still feel great about buying a new car from Concord BMW. John and Laurie
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Seamless purchase, top quality service - michelle
Peter was excellent, from point of contact to test drive and walking me through all the options and numbers. He explained all the details of the process and everything was very clear. I highly recommend Peter and found him to be friendly and approachable, as well.
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Great lease experience on my I3 - Mina Rao
BMW sf is a good dealer to visit,
Also highly recommend mico silver, I have leased 2 cars from him, he offers great service as well as awesome price.
Incompetence and Indifference - TrevR
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.
Great Experience. No Pressure. - AS
I knew what I wanted. Walked in and worked with Brian Bader, a client advisor. What a great experience. He was fun, knowledgeable, easy going and highly professional. Test drove two models and I was ready to sign. I mentioned that I had gone through my company's PerkSpot and what cost I could get the car for. Without any fuss, Brian was more than happy to take the deal to the sales manager and meet the price. No haggling. No nonsense. It was a fast and easy car purchase. In addition, I have contacted Brian a couple times since I took possession of my car and he has responded immediately, willing to go out of his way to help me. The car is exquisite and the whole process was stress free. I give Brian 10 stars!
Don't waste your time or money on inferior service!!!! - Claude L Mabry
Contacted the lot and inquired about the vehicle and then filed the finance application with Ardavan Ghassemi. The vehicle was actually in service during this portion. I finally received financing options after it was released from service, over a week later. I started to make the necessary financial preparations to have the vehicle shipped and insured. I kept the salesman aware of my actions and express my intent to purchase the vehicle. To my surprise, i checked back two business days later and the vehicle had been sold with not even a notification. So basically I got a hard inquiry on my credit report and a waste of my time for no reason. Do not waste your time with Ardavan Ghassemi, if you are sent to him online, call the dealership directly and get an informed associate to help you!
Great Service.. - ToddB5150
Brought my 550i in for the customer care program. The service techs concluded that I needed new injectors and high pressure fuel pump replaced. Once completed, and overall inspection was done, and other problems were found. The service manager, handled all communication with warranty company, and was able to complete the work in a timely manner, taking into account that the engine had to be removed in order to get to the timing chain gaskets.
Charged $9000 for nothing & employee joyrides for 100+ miles - disappointed
I took my car in for a "drive train malfunction" was told after they had it for over a week and after maintenance work had supposedly been completed that I needed a new engine. I was told BMW was going to cover most of cost. Almost 2 months later I'm told my cars ready. The initial estimate had been approx $2000 I ended up paying $9000 and was told I had a new engine. The detail I had paid for both interior and exterior wasn't done and when I looked at the "new" engine it certainly didn't look new to me. Less than a week later same "drive train malfunction" and back to dealership. Another month sitting there at the dealership, oh wait, that's right, apparently my car wasn't at the dealership the entire time. Nope apparently BMW now lets it's employees take YOUR CAR HOME! Yep you read that right! I show up at the dealership unannounced to get something out of my vehicle and after waiting 45 minutes for someone to bring me to my car I'm informed by the service manager that my service advisor took my car home the previous day and wasn't going to be returning to work until the following day. EXCUSE ME??!! He said with total indifference, "Oh, I thought you were aware of this?" No I was not aware of this and totally not okay with it at all. The advisor calls the following afternoon and leaves a voicemail stating that she had driven my car around 85 miles but she was allergic to something in my car and had to allow someone else to drive. YOU HAVE TO BE KIDDING ME! The next day I receive an email that my cars done and theres no charge. I was informed no work was done because they couldn't figure out what was wrong. They didn't do anything but let their employee drive my car around and they had it for almost a month. When i drove off the alignment was horrible so I took it to Wheel Works to check the alignment for $100+ dollars. They asked me if the car had crashed into a traffic island or if I hit a curb at 50 miles an hour because the alignment was so far off. I contacted the dealership both by phone and email requesting information on just what had happened to my car and requesting them to fix it. I never received a response. I took my car to another BMW service center and when they checked my cars records I was told that Peter Pan BMW NEVER PUT A NEW ENGINE IN MY CAR! They charged me for it and gave me a receipt for it but never actually did the work!! AVOID this place like the plague unless you want to be scammed out of a lot of money for nothing.
Horrible Experience with Finance Group - David Ramazetti
I purchased a used Subaru Legacy from BMW Fremont on December 23, 2017 for my daughter. Since she was going to be living out of state at college I decided to purchase an extended warranty for $3,490. Yuriy Lavor was the finance representative. I was told by him that this was absolutely refundable as long as I let them know to refund it by December 28, 2017. Also, while I could have paid cash for the entire car, since the financing rate was so low, I decided to finance a portion of the purchase price. I was told at the time of purchase that if I decided not to proceed with the warranty, then it would reduce the principal by that same amount.
The same evening I purchased the car I went to the Subaru dealership around the corner from BMW Fremont. I was able to purchase a better warranty directly from them for $2,500. So that same evening (December 23rd) I informed BMW (via message and email) that I had purchased the warranty from Subaru and if they couldn't beat the price then to refund the amount. Since they did not confirm with a price to beat it, I again reminded them December 27th to refund the amount. Yuriy Lavor responded via email on December 27 that he would "get the cancellation of the policy today". He never did. January 4th he responded via email saying that he had been very busy and was just then sending me the cancellation form. I completed it, scanned it and emailed it back January 5th. I received an email from him saying "Thank you, the money for the warranty will go to the bank you will be credited 3490.00 towards total amount financed, so your final invoice will be 11054.67 pus interested." Keep in mind this was before the first payment was due to SafeAmerica (the credit source arranged by BMW Fremont), so if they had refunded properly at that time there wouldn't have been further complications.
This seemed cut and dry, but it is now March 20th and this still hasn't occurred, even after my talking to Yuriy's supervisor Sean on the phone (and sending him the documents via email again) on January 22nd who only at that time told me it could take a few weeks to process. Since then, even after more repeated attempts and even informing BMW I would be submitting this to the BBB, no one contacted me to confirm resolution. I have now submitted the claim to BBB and we will see what happens.
Conclusion: I was fine with the purchase price of the auto itself, but don't believe anything they verbally convey and don't expect them to be responsive to even clear cut issues with a documented paper trail.
BMW of San Rafael