BMW of Buena Park - Service Center

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

Xocilt is the most amazing customer service representative. She is pleasant, thorough and gives me updates every step of the way. Ask for her by name, and you won't be disappointed. She's wh representative. She is pleasant, thorough and gives me updates every step of the way. Ask for her by name, and you won't be disappointed. She's what makes Shelly BMW and great place to service your Bimmer! More

I made several calls to the dealership prior to coming in and all the personnel that I spoke to were very helpful and knowledgeable. When I walked in I was promptly greeted, and taken to the service advisor and all the personnel that I spoke to were very helpful and knowledgeable. When I walked in I was promptly greeted, and taken to the service advisors desk immediately. I found Tarek Saba to be very professional... I was impressed by his genuine concern. The next day I received a call and he emailed me a very detailed report. This was the first time that I have received such detailed report listing my car inspection results. I have visited two other BMW service departments but this service department has been the BEST by far..... I will recommend Shelly to my family and friends as they are OUSTANDING !!! More

We were visiting Anaheim CA. and were run off the road just prior to entering the I-5 North Freeway. Our X5 had sustained severe damage to the left front struts, suspension, rim, front and rear tire. Bein just prior to entering the I-5 North Freeway. Our X5 had sustained severe damage to the left front struts, suspension, rim, front and rear tire. Being out of town we had our vehicle towed on a Sunday to Shelly's BMW for Repair, leaving the keys till Monday. Vicki Guthery contacted me at 6:30 am as I just walked into the service area. Service normally opens at 7:00am. I could hear her speaking as I answered my cell. This was the start of super exceeding our expectations. We needed to leave Anaheim ASAP prior to Thanksgiving so that we could be with our family, and Vicki Guthery was the service advisor that facilitated the process between our Insurance Co., the service department and us the client. Vicki @ Shelly's BMW effectively communicated and assisted us to get back on the road quickly than did our lacking Insurance agency and adjustors. Vicki Guthery was the driving force and saw that we did not have to worry about following-up calls or getting the necessary repairs done right the first time or transportation that Shelly's BMW provided for us via Vicki Guthery. Vicki and the Service department saw that our vehicle was clean, repaired and ready prior to Thanksgiving Day and assisted in resolving bottleneck delays caused by our lacking Insurance Agency in order to complete all needed repairs by Wednesday close of business. Vicki continued working with us while she was on vacation from working at Shelly's BMW (Wednesday) the day prior to Thanksgiving still providing valued communication, service work and follow-up. Vicki not only truly exceeded Expectations but Superpassed exceeded Exceptional Expectations with clients who were out of town and probably would never see again. If we had to pick a dealership in the Anaheim area, we would rather be taken to Buena Park to Shelly's BMW who restored our smiles from a misfortunate accident during a Thanksgiving Holiday that we wanted to enjoy with family. We are thankful for the Management and staff and especially a superior service advisor Vicki Guthery at Shelly’s BMW. We confirm that Shelly's BMW management desires that all BMW clients receive and experience exceptional service at all levels of service as shown by the work ethics and customer experience as we have witnessed with Vicki Guthery at Shelly’s BMW. More

DO NOT BUY A BMW. Definetly do not buy or get your BMW serviced at Shelly BMW Buena Park, CA. Very poor service and shoddy maintenance. I took my vehicle for service several times and they did not catch serviced at Shelly BMW Buena Park, CA. Very poor service and shoddy maintenance. I took my vehicle for service several times and they did not catch an obvious leaking valve cover gasket. Now I have to fork out of my own pocket after warranty $650 to replace the valve cover gasket. They will do the bare minimum...even if they know there is something wrong with your vehicle. More

#1 worst ever BMW dealer. Bought my 2007 530i from them in 2007. In 2008 I brought my car in for service and it's like they don't want me to come. Service advisor was rude. Work performed was not done righ in 2007. In 2008 I brought my car in for service and it's like they don't want me to come. Service advisor was rude. Work performed was not done right. It was a horrible experience overall. In mid 2008 I gave them a second chance when another service was due. This time it was even worse. So I gave the service advisor a very low score on her survey. She called me and started arguing to me why I gave her a low score. She deserved a low score for promising to get the repairs done but nothing was done. Never would go back ever again. More

Yes i called the number on the paper stapled to my receipt and i was supposed to talk to the service manager name brock, but instead i talk to a lady who was his assistant, i have her name written on receipt and i was supposed to talk to the service manager name brock, but instead i talk to a lady who was his assistant, i have her name written on my receipt but dont have it now, and i told her everything. Like how i was so hard to get in contact with David and how my car was in the shop for 6 days and how when we brought the car in that i had no physical leaks and no smoke coming out of the vents and side of the car. I had my car checked out by my mechanic before i had left he said that my belts were ok and that the only problem was my water pump, which we had fixed. So when they said the thermostat was not working i understood that. But it too long for the car to be fixed and David gave us the run around and never was at his desk he said that he was calling the warranty company but they gave him the run around but when we called them they said they kept calling but David never answered the phone which i can comply with because we also were trying to call. They gave an appointment time and never called to tell us what the problem was and we tried calling but did not receive a call back till the next day. I am very appalled on how your proper protocol, because when i called to complain to the manager's assistant she said that the brock the manager would get back with me in a couple of hours and never did. So the thing is i have to now pay a bmw dealership to look at my car again when these things were not happening to my car before, you guys charged way over for labor charges. I personally think that just because we were on vacation you guys took advantage. Also you did not even offer to get us a rental why we were down there. So the service there gets a zero from me very bad service and i will be writing about your work ethnics on my blog and youtube and where ever else that i need too. My Husband is a producer so be sure that some actions will be taken place even if i have to call the local news company over there for consumer reports. More

I have had worst experiences at this dealer. Took so many times to fix things right or not even fix it. Recently, I had my car M3 in for service; a mechanic told that my drive shaft coupler is cracked and it times to fix things right or not even fix it. Recently, I had my car M3 in for service; a mechanic told that my drive shaft coupler is cracked and it's very bad. I went home and checked my CPO warranty manual and found out it should be covered under CPO warranty. I called them back the next day and they said bring the car back to have it replaced. So I brought the car back and at the end of the day, they told me the drive shaft coupler is not cracked. What's the heck? - If I have the drive shaft coupler replaced in the first visit, I would have paid for something is not broken. - Or, it's really broken and they don't want to fix it in my second visit? I will get a second opinion from another dealer and will make a big deal out of it if whether or not it's broken. This is one of my bad experiences that I had with Shelly BMW. Please don't go there. We should be deserved for a better service. More

I have had worst experiences there. Never got it right in the first time or should I say 'they don't want to fix it even if my car is still under CPO warranty'. I had one of their mechanics told me and writt the first time or should I say 'they don't want to fix it even if my car is still under CPO warranty'. I had one of their mechanics told me and written down on the invoice saying my car drive shaft coupler is crack and it's very bad. It should be cover under warranty, but they let me found out myself by reading the CPO manual after I left the dealer. I called them back to tell them it should be covered under warranty. So they told me bring it back. Brougth the car back for the drive shaft coupler to be replaced. Picked the car and they told me nothing is wrong with the drive shaft coupler. So my questions are: - They want to make money for something (drive shaft coupler) is not broken in the first visit? - They don't want to fix it even though they said it's broken in the first visit? More