New Reviewer

Worst dealership - no communication between service the department

Called to schedule a 'recall'....service agent scheduled almost 3 months out (I figure ok, maybe to get part in) -not thinking prior: it's FREE service & hello, light in my head should've went off. Time to take in finally...I arrive, service guy says, you do know you need to leave overnight- uh, say what I say?! A few words and they fix a free rental down street. Next day waiting to be called (Oh, forgot to mention i had coupon for free 32-point inspection so it gets better)....service guy calls and says, uh we didn't have the part in so it's been ordered & you can come get your car. We will have to reschedule....I'm furious already as waited almost 3 months (you would've thought it would be ordered day of appt. set). Upon arrival give me a list of almost $2300 of what 'they' think services need to be done & what might break....I decline. They bring car around and now the 'airbag' light on (wasn't on prior to drop) & to do with recall part. Well, service guys did the computer prior to knowing part not in & we can't tell you if airbags will work or not. Will call you in about 2 weeks when part in (mind you I live pretty far so not fun task). 2 weeks go by and nothing...I call them (several times before I get a live person)...manager got involved and found this 'extra' part from another order. I drop car again...they call to say ready. Service guy checks me out and now states, your car checked out perfectly...uh, what happened to the suggested $2300 a few weeks ago?! To finish this whole disaster off, I just got a call (mind you 6-7 weeks after repair), that my originally ordered part has arrived and please schedule appt. for install- are you kidding?! If you go to Roseville BMW, you will see about 23 service people.....just standing around, 1 or 2 may ask if you've been helped....otherwise, you're on your own. Will never go back.
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ID
#1218491 Review #1218491 is a subjective opinion of poster.
Location
Roseville, California
Service
Bmw Of Roseville Customer Care
Cons
  • Terrible customer service
Reason of review
Order processing issue

Bmw Of Roseville - Review in Dealers category

Their website showed a vehicle I wanted. At dealer, they said it was just built and is being shipped. Don't have it on your site if it's not in stock. Then they tried to get me to walk around the lot to find one like it. When I asked them to check their inventory before we aimlessly walk around, they said they didn't have any cars similar to that one. What a joke. Just be honest and tell me you don't have the one I want.
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ID
#965715 Review #965715 is a subjective opinion of poster.
Product
Bmw Of Roseville Website
Reason of review
Not as described/ advertised

Employees behave unethically! Auto Nation beware!

My husband and I purchased a BMW from Roseville BMW several years ago. Although we love our car, the sales experience was completely unsatisfactory. We tried to excuse it as chance and in time we moved on. Recently we found a used 2009 Volkswagen GTI which we were interested in purchasing for our son, at Roseville BMW. Although hesitant to do business again with Roseville BMW, we decided to give it a second chance. Upon our arrival we were disappointed to see that the car we were interested in had significant body damage to the rear right fender which was not noticeable in the photos nor disclosed on the online advertisement. We spoke with one salesmen who was kind and helpful who spoke with sales manager who appeared to be. My husband and I sat down in the sales office and explained that we would be willing to purchase the car for less and pay for the repairs ourselves or to pay the asking price the damages must be repaired. The sales manager said they had no room in the car to reduce the price. However, he would have the car sent out to a body shop guy he knew for repairs and that it would be available to us view on Friday March 18, 2016. In that conversation, with myself my husband and the salesmen present, the Manager specifically said that the car would be treated as it were unavailable so as to guarantee us that the car would not be sold. Today, Thursday March 17, 2016, the day before we were to be called to come down and see the repairs I am contacted by the salesmen who texts me that the car had been sold and asks could he help me find another. Another one owner, low miles 2009 GTI with a manual transmission and leather interior? I doubt it. I immediately replied that the car was supposed to be repaired and held for us until Friday and he simply apologized and explained that another customer bought it without the repairs being done. We left trusting Roseville BMW and believing that we would still have an opportunity to purchase the car. As a result of this second bad experience I have altogether lost my faith in the unethical ways of this dealership. I am however hopeful that Auto Nation as an organization will not tolerate the employees who represent them, to conduct themselves in this manner without consequence. Nothing can be done to restore my faith in the sales manager, or in Roseville BMW, but maybe there is a chance, that as an organization, Auto Nation will make it a point to no longer allow greed to supersede integrity.
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ID
#811881 Review #811881 is a subjective opinion of poster.
Location
Grass Valley, California
Reason of review
Poor customer service

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