BMW of Buena Park

Quality of repair fron Service Department is lacking I used to think BMW were solid cars and Shelly BMW was a reputable place. I had been going here for service for a few year, but my last experience wi I used to think BMW were solid cars and Shelly BMW was a reputable place. I had been going here for service for a few year, but my last experience with their service department made me do a 180... I took in my car 1+ years ago for a standard brake job. Just over a week ago, my car was starting to make some weird noise as if something was loose and my wife said something fell out of the car as she was driving. When she got the car towed to Shelly BMW, they said a bolt was missing from the brake caliber fell out. Okay, how does a bolt just fall out of a car (even a year later) if it was never properly put on tightly enough. No one else had ever worked on my car other than Shelly BMW. They charged me a $170 to replace the bolt!!!! My recommendation to anyone considering to go here to be very leery of the quality of service from Shelly BMW's Service Department. Oh, by the way, the service rep wasn't all that friendly either... More

Do not buy or lease from Shelly BMW Do not buy any extra insurance or offer from this dealer. If you try to get it fixed from their offered insurance for dings and small scratches, they Do not buy any extra insurance or offer from this dealer. If you try to get it fixed from their offered insurance for dings and small scratches, they will give lame excuses and try to charge extra. More

Sales and Service the best! Must deal with Derek D & Eli C. So for over 7 years I have bought, sold, serviced my BMWs and have to say they are a far cry better than other BMW dealers I have dealt with. Over So for over 7 years I have bought, sold, serviced my BMWs and have to say they are a far cry better than other BMW dealers I have dealt with. Over the past 7 years I have purchased a BMW from Shelly, Irvine BMW (owned by Shelly), and McKenna BMW ( former Shelly sales person is now the director). And with all those different dealer purchases, I have to say service is what stands out. I used to deal for 5 years with Kayla T. but she left and now Eli C. took over without missing a beat. Eli will have a BMW loaner ready if you let him know in advance of your service appointment. As for sales, my original Internet sales rep: Yi-Wen is a director of sales at McKenna (which is why I bought the X5 diesel from him) but the best Internet sales person I have ever met at Shelly is Derek D. Derek will go over backwards to make you happy. Derek did provide an exceptional price on a European Delivery GT that I wanted to pick up next year. Derek beat out all dealers including Bimmerfest sponsors. It's funny, but I will seek out the great salesperson who helped me rather than stick with the dealer location. I tracked down my original 2007 sales person from Shelly and followed him to McKenna where I got the best deal on my 2013 X5 diesel. If you want the best sales & service, go seek these wonderful people out - it is after all, the people who make the dealership successful! More

Shelly BMW - The Ultimate Buying Experience! I was in the market for a certified pre-owned 750Li BMW on 8/14/14. Went to BMW of Beverly Hills first. Not impressed! The cars were dirty and the st I was in the market for a certified pre-owned 750Li BMW on 8/14/14. Went to BMW of Beverly Hills first. Not impressed! The cars were dirty and the staff was not friendly . I think they were too impressed with themselves, as they exhibited bad customer service skills; and don't realize you don't have a second chance to make a first impression on the CUSTOMERS. Ran out of that dealership as fast as I could! Then, after seeing a few 750Li's on Auto Trader at Shelly BMW, decided to drive 22 miles to check out their cars. Best experience I every had purchasing a car (and I've purchased 5 Jags; a 2006 Range Rover HSE, a 2004 Land Rover Discovery, 2 BMW 750Li's; a S430 and S550, and a Saab900) all from dealerships. To begin with, the 2012 750 Li I purchased was as close to looking like a new car that has rolled off the assembly line as you can get. The car was CLEAN, very well presented, and drove very well! The price was very, very fair, and the value for my trade-in ( a 2007 S550 with 55,000 miles, P2 package, complete with service history, and an above average interior and exterior) was higher than the blue book value. Shelly BMW got me financed through BMW Financial (my third car financed through BMW) and BMW is paying the first two payments. The entire process, from meeting my salesman Derrick (who was nothing less than OUTSTANDING during the entire process.); going on a test drive; negotiating the price of the car and the trade-in; being approved through BMW financing; signing the paperwork; and receiving a "short summary""from Derrick on how to operate the car, and him waiting until I drove off, took about three hours. In the end, the price was right; the car is great ; and Shelly BMW can expect referrals from me, to my colleagues, as my experience with Shelly BMW was very good; fair; and outstanding. VP - College Administrator More

car service I brought my car for tire replacement. I took 4.5h to get it done, and yes, about 45' was to wait to my turn even though there was no line ahead of m I brought my car for tire replacement. I took 4.5h to get it done, and yes, about 45' was to wait to my turn even though there was no line ahead of me. Not sure why it took them that long. Then, less than 2 weeks later, the same tire has the same problem. Thinking about all the waiting time, and the same problem will happen the 3rd time!!! More

FRAUDS!!!! Experts at conducting Shady Business!!!! DON’T GO TO THEM…. THEY WILL RIP YOU OFF!!! My car was recently taken to Shelly BMW for an ignition issue. At the time of check in service rep, He DON’T GO TO THEM…. THEY WILL RIP YOU OFF!!! My car was recently taken to Shelly BMW for an ignition issue. At the time of check in service rep, Henry Diaz, told me that they diagnostic fee would be put towards any required repairs if needed. After 3 days of no communication I received a bill via email for tow charges. Why are they charging me when AAA towed the car to Shelly BMW? I called Henry for an explanation, but did not hear from him for another 24 hours. He informed me that my Key was bad and that a new key would resolve the issue. The new key arrived 3 days later and the car did not start. Rather than taking the bad key back they charged me $225 and said I can keep it as a spare key and that they need to re-diagnose the issue. Another few days go by before he tells me that the ignition CAS needs to be replaced. I asked him how much it would cost and what to do with the bad key. He said he would email me an estimate and that I had to pay for the bad key.Their service rep ordered a new ignition case with out giving me a written or verbal estimate. At this point, I have not received an estimate or response from service rep. I then call Steve Usary (Service Manager) about the issues regarding service and communication. He got very agitated and told me that I had no option but to deal with it and buy the key and that they would not allow me to speak to technician regarding the issue. I reached out to Steve Rudnik (General Manager) who never returned my calls or emails . Finally Henry called to tell me the car was ready and that the cost came out to $2100. I never approved any of the repairs as they did not send/notify verbally with an estimates or diagnostic reports. I informed the dealer that I was not properly notified and that I had complained multiple times to management with no help and lack of communication. At the end of the day they forced me to pay $2100 for repairs I did not authorize and $225 for an unnecessary souvenir key. Save yourself the pain and suffering and go to a dealer that is reputable and does not do unauthorized work. I have reached out to my attorney who is preparing a lawsuit against Shelly BMW and we will also be contact the better business bureau. Please contact me if you have been burned by Shelly BMW. More

Rick was really terrific thru the whole process, he followed up with us after and made sure we didn't have any questions. Shelly BMW has a great team! followed up with us after and made sure we didn't have any questions. Shelly BMW has a great team! More

HORRENDOUS customer service. I have never experienced HORRENDOUS customer service. I have never experienced such customer service like Shelly BMW. I would say it is imperative that MOST of the employe HORRENDOUS customer service. I have never experienced such customer service like Shelly BMW. I would say it is imperative that MOST of the employees receive some sort of retraining or a lesson on customer service because they CLEARLY don't even know what good customer service entails. They are extremely rude to customers - clearly demeaning from the minute you park your car to the very end when you exit the glass doors. Instead of being any benefit to a customer, they actually do much more harm. Even when I tried to file a formal complaint, the manager wasn't even helpful. I mean, I understand that nobody wants to hear that their staff is doing a horrendous job. However, instead of being cantankerous about it, why don't you interpret it as constructive criticism and try to resolve the issues? PLEASE go to another BMW service center. Stay far far away. Even if you live close to this service center, it is worth the extra gas to go to another BMW service center. More

This review is solely based on the customer service I've experienced from the Service Department Team at Shelly BMW. We had brought the X3 in to inquire about the auxiliary stereo installation on three experienced from the Service Department Team at Shelly BMW. We had brought the X3 in to inquire about the auxiliary stereo installation on three separate occassions. The first time when my parents brought it in, they were told that they had to buy some sort of "kit" as well as the BMW cable for installation and programming. Due to language barrier, my parents were very skeptical and just left the dealership. Baffled by what we happened to my parents, we bought the car in again the second time on a Saturday and encountered possibly the most appalling customer service we've ever experienced from any dealership. The service advisor with short stature and short curly hair were extremely impatient, rude and unprofessional with his attitude and remarks. He acted like he was the boss and WE, THE CUSTOMERS, were his subordinates. When my husband was explaining our situation to him and letting him know that the vehicle does not come with the auxialiary system, he cut my husband off in the middle of the conversation, snapped at us and said "What? Did you read the instructions?". My husband told him calmly that "well, I read the manual and that's what the manual says ". Indifference to our concerns, the service advisor rambled on and on about the "kit", cable, labor fees and made some calls to have someone take a look at our car. Then, he told us dismissively to go to the parts department to talk to the representatives there. My husband asked him to see if he could help us to make a call to the parts department and the service advisor refused. At this point, my husband was losing his patience so he asked the service advisor "Does the phone line not work?", to which the service advisor responded "It works, but I don't have the power to tell you what to buy so you're going to have to talk to the people at the parts department." To make the long story short, we talked to a few other people that day and were advised to take the car back the following Monday. During my third visit, I spoke directly with the service manager, Luis Perez, and we were able to get the issue resolved on the same day. Even though the problem has finally been fixed after MUCH run arounds, nonetheless the below par customer service we've experienced at Shelly BMW had definitely left a bad taste in our mouth. More

I have been coming to Shelly BMW for about 4-5 years now and the reason why I have been loyal to this dealership is because Vicki Guthery at the Service Department. She has been absolutely terrific. She i and the reason why I have been loyal to this dealership is because Vicki Guthery at the Service Department. She has been absolutely terrific. She is very courteous and professional. She is also very knowledgable and helps you understand what needs to be replaced and why. She also provides fairly accurate estimates on how much the work would cost and roughly how long it would take. Furthermore, she's really good about returning phone calls and also informing you step by step on what needs to be taken care of immediately and what can wait for the next visit. Many times I feel she really understands the customers' needs and understands our value to them. I have recommended family members to her and they have visited her despite them living much closer to another BMW dealer. I have always had no problems scheduling an appointment with her because she is so flexible. I would highly recommend the next time you set up a service appointment with this dealership, ask for Vicki Guthery and you too will be able to ejoy this experience. More