Rusnak BMW

The service at this dealership is terrible. I have had to replace the fuel pump on the my 535i 3 times and most recently came in to change the fuel injector which was has been on recall. The service advi to replace the fuel pump on the my 535i 3 times and most recently came in to change the fuel injector which was has been on recall. The service advisor was going to give me a non-BMW rental even though their policy was to give a BMW for recall situations. I brought the car home and didn't touch it the whole weekend, and Monday am, the car won't start, multiple alarm lights were on, from transmission, tire alarm, steering wheel, engine malfunction, etc. It was also in low power mode, and the windshield wipers would function all the time and couldn't be turned off. I bring it in, and the advisor doesn't apologize once and gives me a non BMW rental. Later he tells me its because water got into the trunk, which is a bunch of BS, because the trunk would have completely opened up it it was open. Also he doesn't let me know whats going on until after 6 pm everyday when you're trying to make plans about picking up the car. The 3 year free maintenance is misleading because unless you have the time to keep bringing in your car to get fixed and deal with pathetic advisors, its really not worth it. More

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

Went in looking to find information on a car and was treated very poorly by the first salesman to approach. It's possible he was having a bad day, but it did not excuse his rudeness, condescension and treated very poorly by the first salesman to approach. It's possible he was having a bad day, but it did not excuse his rudeness, condescension and overall aggressive behavior. We headed down the road to Bob Smith BMW and were treated with respect and terrific customer service. More

Worse dealer experience ever. Made it to dealer at 6:45PM after an hour drive only to have the salesman (don't have his name because he didn't even bother to introduce himself) try to shoo me out the 6:45PM after an hour drive only to have the salesman (don't have his name because he didn't even bother to introduce himself) try to shoo me out the door because wanted to leave at 7:00PM sharp! His attitude was pessimistic and I felt like he was trying to get rid of me even though it was pretty much a guaranteed sale since they were the only dealer that had the vehicle I wanted. The only positive experience from visiting this dealer is that I've learned how not to treat my own customers. 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

I was not sure if this would be real but both Ken Christ I was not sure if this would be real but both Ken Christ and Kevin were great, thanks to Ken special deals I got thousands off my car I got the 32 I was not sure if this would be real but both Ken Christ and Kevin were great, thanks to Ken special deals I got thousands off my car I got the 328i 08 loaded in black w/sport I was referred by my coworker and she was right they took care of me on the price Kevin went through the entire car with me and his check list of stuff this was impressive I thought for the price i got that i would be put on the quick path out of the store but this was not the case thanks again More

Just completed my first lease return. I read this web Just completed my first lease return. I read this web site and feared the worst - so many negative postings. My experience today was fantastic. Just completed my first lease return. I read this web site and feared the worst - so many negative postings. My experience today was fantastic. Car was inspected promptly at appointed time and paperwork was processed and I was on my way. I was paranoid about get nickel and dimed for chips and dings and tire wear. Nothing happened. I brought them a clean car with normal wear and a few miles to spare. They gave me my release paperwork. I will definitely be giving them my next BMW business. More

I have never dealt with such a rude salesperson in my life. I should have walked, but they had a very rare 6 speed. I felt so bad about how I was treated that I called the General manger Ken Christ. I kn life. I should have walked, but they had a very rare 6 speed. I felt so bad about how I was treated that I called the General manger Ken Christ. I knew as soon as I talked with him where the arrogant jerk attitude came from. It took him 3 weeks (!!) to finally contact me after I called literally 10 times. Ken never apologized for his rude salesman, and always seemed distracted and like he could not care less. I told him I was a returning customer (!!) and had never been treated this way before when the OLD GM was still running the place. Ken Christ just did not seem to care. No apology. No 'how may I make this a better experience?' No 'I am shocked to hear this.' Nothing. This made me wish I'd never given Rusnak my business. I will never return there, or to any of their other dealerships either. I wish I could tell 10,000 people to stay away from Rusnak. More