BMW of Murrieta

Untrustworthy and Dissapointing My last two vehicles I've purchased were BMW's. This review encompasses several visits stemming from my initial purchase all the way through service. My last two vehicles I've purchased were BMW's. This review encompasses several visits stemming from my initial purchase all the way through service. My original encounter comes in 2013 when I originally started looking for a BMW, I was very specific in what I wanted. I typically start planning to purchase a car a year out and do a lot of research before hand. I drive over 35k miles a year just for work alone. I purchase new cars every three years or so. The sales people at this dealership kept trying to talk me into another car. Once I finally got it through to them that I wasn't changing my mind, they started working a deal and evaluating my trade. They offered me a joke for the trade and wouldn't bend on the price of the vehicle I wanted which was way over priced. I went to another BMW dealership 45 minutes north. I got a steal and way more than expected for my trade. Which by the way was in excess of $10,000 more than what BMW of Murrieta offered just for reference. I originally started having my vehicle serviced at BMW Riverside but just came way to inconvenient. I decided to use my local dealer, BMW of Murrieta. For my first experience, I called and scheduled an appointment for later that afternoon. When I showed up, they had no idea who I was, didn't have any record of my appointment that day or any other day, and also didn't have any availability to take my vehicle in. They did have a loaner (one reason why I went with BMW) but it was a well used base model 3 series. I'll make a point about this a little later. Experience number two was certainly not impressive either. They couldn't deliver the car on time blaming it on parts or having a certain tech. It was such a long time ago I kind of forgot. They called me and said it was ready. When I got there is wasn't and I was late for an appointment. I started to ask them about some reasons why they didn't do certain things and basically implied that I was stupid for even wanting these things. The only reason I even asked is because I noticed that the other dealership did it and I had noticed they didn't. I then decided to use another dealership again. Experience number three was much more possitive. Again I found myself weighing out the inconvenience of having to drive to Riverside as it is off of my typical route to LA or San Diego. I decided to give BMW Murrieta one more shot as I was in a pinch. Hannah became my favorite service advisor! She knew exactly who I was, had a car all set up for me. She then kept me up to date on everything going on with the car throughout the process. It was truly a pleasant experience and something you would expect from a luxury car service shop. Fast forward to 2015 when I went to purchase and M4. Complete joke. Didn't spend more than ten minutes talking to the sales guys. Again, I knew exactly what I wanted and even had an order sheet ready to go. I was willing to wait and had cash in hand essentially. I went called the salesman that I purchased my first BMW from who had since gone to another dealership. We worked the deal completely via text message and e-mail similar to the first time. Just had to come in and do the paperwork and pickup essentially. I ordered the car I wanted for the price I wanted to pay. No haggle. Fair for all. According to several carbuying tools and websites, I paid just under the average sales price for the vehicle which was a price I was willing to pay. As you can see, I'm not trying to work an impossible or unprofitable deal. When I started using BMW of Murrieta again for service and Hannah, I felt comfortable and knew my very expensive luxury sports car was going to be taken care of. Then I had somewhat of an emergency and Hannah was out of town. I could've taken the vehicle somewhere else as it was for a broken rear window. The car also needed a service so I figured I would take it to the "Professionals" as I do appreciate having things done right. What a complete and total disaster. I got what seemed like a shady get more money out of the guy text message about needing new tires. When I asked for pictures it took an entire day before the service advisor informed me the tech had "accidentally gone home with the key and the car is in the off site warehouse." This bothered me. Why did the tech have my key? Why weren't they working on it? The offsite warehouse is around the corner but I'm beginning to wonder if it was truly there or off on a joy ride. They couldn't now deliver the car because they didn't have tires apparently. Again, I still didn't receive pictures of "cords showing." I didn't need a loaner car this time as it was over the weekend and as I said, it was originally an emergency. I accidentally shattered my rear window glass closing the trunk on something sitting on the sill. Caught it just right and poof, glass shatters. Hey, I'm human. Stuff happens. Anyway, no big deal...Until Monday, then Tuesday... When the service advisor finally called me and said my vehicle was ready, I showed up only to find scratched paint around the window that was just replaced. I was about to pay over $2k for this window which I could've paid Safelite $800 for. I have a feeling they wouldn't have scratched the paint, but as I said earlier, I wanted to make sure the job was "done right," I wanted genuine authentic glass and not a cheap knock off that is "like kind or quality." I wanted the real deal. Now not only did I miss work because my car wasn't ready (90 mile commute, not like I could've taken a bus, taxi or Uber), but my car was damaged. I had said yes to the tires but still hadn't seen the original ones that were so bad. I feel like I was scammed out of another $2k. I rejected the car. I was so livid and just down right disappointed. The next day the advisor called me back saying they could "touch up the paint" or "repaint the entire section" and asking me what I would like them to do. I was taken back that she even had to ask. I responded with, "We have discussed this in length. The whole reason I brought the car to BMW of Murrieta in the first place is because I want things done right. What do you think is the right thing to do?" It took another three days to get my car back. Now, before I mentioned something about the loaners. I like nice things. I don't think I'm any better than anyone or any more entitled; however, the one thing that I kept noticing was that I was getting a 3 series (which is a fine automobile) that typically had higher mileage. I always saw other people get a model above, or even two models above what they brought in to get serviced. A lot of them didn't even have plates on them and obviously were brand new. None the less, I took care of the vehicle and I always brought the loaner back with a full tank. Most of the time it barely had a 1/4 tank when I got it. I have an M, I'm not expecting an M for a loaner, but something other than an entry level 3 series would have been nice. I mean hey, something new and different is always cool. I was bummed when I kept getting the 3 especially since I went out of my way to make sure the car was protected and "left better than I found it." To be fair they did give me a nice X6, but only after I expressed my displeasure with my experiences and also having a friend who worked at the time for the dealership calling down to ask what in the world was going on. I was promised a call from Boris and Raymond the GM. It has been a couple months and I've heard nothing. I got a call from the service advisor after I filled out the BMW survey with a 1 star. She apologized and offered me a tank of gas which I declined. Especially since I had to take the car to them to get it. I did thank her for her apology, but I felt like the only reason I got it was because I gave her and the experience such a poor rating. Since then my only trusted service advisor has left the company to pursue another opportunity. She called to let me know (that's how personable and attentive to her customers she was), My friend who worked for the dealership left the company as another opportunity arose for her as well, I believe the service manager has also since been let go. I find myself with a tough decision to make at the moment. I'm at 48k miles and only have a week of two of driving before I can't get an extended service contract or warranty. At this point I'm not sure I want to deal with the inconvenience of driving to Riverside, Escondido, San Diego, Irvine, etc. I'm actually considering getting rid of my dream car aswitching to another brand. All because of these poor experiences with this dealership and the inconvenience of using another. I'm glad that many other people have had a much happier car buying experience and service experience. This dealership has won the Center of Excellence award for a few years now and I just don't understand how. I really don't think I ask for much. I'm all for companies making money because if they didn't, they wouldn't be in business. I just want to pay fair, competitive prices, and have my vehicle be taken care of. I spend 20-25 hours a week in this car. She deserves to have the best taking care of her as she gets me home to my family safely every day. I just can't trust BMW of Murrieta because in my experience, they're really no better than the local small Auto Shop and Used Car dealer. More

Outstanding Customer Service! I had a great experience working with David Townsend to find the BMW I was looking for. He has a wonderful disposition, which made the process very ea I had a great experience working with David Townsend to find the BMW I was looking for. He has a wonderful disposition, which made the process very easy. For Dave it wasn't just about making a sale, but rather about making sure that I got exactly what I wanted. His ultimate goal was for me to be happy with whatever car I decided to buy, even if that meant deciding not to purchase a BMW. However, because he showed such genuine interest in helping me choose the best options, I knew without a doubt that the BMW 430i was exactly what I wanted. I am an extremely satisfied BMW customer! More

Shady and suspicious service techniques Well...I hate to do this but it has to be disclosed. As the work was completed weeks ago, my car has been running rough. Thinking it was just the cold Well...I hate to do this but it has to be disclosed. As the work was completed weeks ago, my car has been running rough. Thinking it was just the cold weather due to the issues only happening when I first start up the car in the morning. Next thing I know, my check engine light is popping on. I took my car in to have it checked because this started immediately after my car was serviced. I received a phone call from Chad stating that I have 2 misfiring spark plugs and with what he stated, the coils should be replaced. I figured that this would be taken care of since it didn't seem like this would just immediately happen since the work which was just performed required the techs to remove my plugs to fix a 3rd issue with oil leaks and lifter issues. Now I will ay that Chad has been very understanding, however, he is not authorized to make decisions without having consulted Ryan Cornille, the service manager. Now Ryan, who was promoted not to long ago, has been asked to look at this situation because, the current issue seems to be a direct cause of either negligent service technicians removing the plugs with no regard and who knows, possibly setting me up for some issues down the road. It's a thought and could possibly be a legal issue for them. Now, I am capable of paying for services that are rendered and needed, however, this seems really suspicious. The back and forth with Chad (Ryan) discussing the counter offers with my issue which was caused by them seems like a "Low End" used car dealer. I will not pay a penny for their negligence and I will proceed with the next step for remedy. Ryan, I hope this was worth it. Your poor judgement has pushed me to not come back to your dealership. With Mercedes just down he street, I'm sure Mr Crabtree there can put me into a Mercedes and treat me with the respect I deserve. More

The best experience ever because of Carl Burt What a great experience at BMW of Murrieta. We were in the market for used Lexus LS 460. It happened that the one offered by BMW of Murrieta dealer wa What a great experience at BMW of Murrieta. We were in the market for used Lexus LS 460. It happened that the one offered by BMW of Murrieta dealer was the best fit for our "ideal" used car even it took us two hours no traffic drive from our place. Test drive was a arranged with Carl Burt - great cool personality. Carl being experienced professional was able to make an impression that he cared about our interests the same as dealership. He acknowledged our "homework" and after few back and forward we found acceptable price for both parties. After that everything was just fun experience. The cherry on the top was delivery of our Lexus performed by Matt Smith New/Pre-owned inventory manager. Car detailed in perfect condition was delivered by the enclosed trailer. Those two man went beyond their duty to make our experience above expectations. More

Excellent service As always my experience at Murrieta BMW was excellent. I deal with Victoria Guthery who ALWAYS makes the experience a pleasant one. Victoria is alwa As always my experience at Murrieta BMW was excellent. I deal with Victoria Guthery who ALWAYS makes the experience a pleasant one. Victoria is always professional and thorough and goes above and beyond making the service experience an easy one. More

Repair service Victoria helped me and she is fantastic! She made sure all my concerns were addressed, provided me with a rental and kept me informed on the status of Victoria helped me and she is fantastic! She made sure all my concerns were addressed, provided me with a rental and kept me informed on the status of my repair. She made my experience stress free! More

Carl is the Best! I am a frequent reviewer of luxury hotels but never have I taken the time to review a car purchase but after the incredible service I received from Ca I am a frequent reviewer of luxury hotels but never have I taken the time to review a car purchase but after the incredible service I received from Carl I had to take the time to submit a review. First of all I was looking at purchasing a used BMW 5 Series for my girlfriend. Carl found me a 2013 clean 5 series with only 9,000 miles, original car was a custom order with M5 Package and all bells and whistles and literally brand new. The car was a recent lease trade in and hadn't even reached the main lot yet. My conversations with Carl were different than with every other salesman I worked with in San Diego. He is no BS, tells it like it is, visually inspects the car himself, doesn't try to work you over or "get you to the lot". I lived 45 mins. away so I had to trust him that I wasn't wasting a drive. Better yet when I decedided I was going to buy it I didn't want to spend 2 hours completing paperwork at the lot. When I showed up all paperwork was complete and I left with the most incredible car in only 15-20 minutes. He arranged a service plan through 100,000 miles and extended full wrap bumper to bumper warrantee coverage. If I buy another used or new car from BMW (I've had (3), 7 series I will make the trip up to Murrieta to work with him. It's so nice to have quality service not often found in the auto industry. More

Best car buying experience to date Carl was great, I could not have asked for better service. Incredibly quick and smooth transaction, completely satisfied will return and recommend to Carl was great, I could not have asked for better service. Incredibly quick and smooth transaction, completely satisfied will return and recommend to everyone, thank you. More

Carl Burt! The best! I'm going to keep this short and simple. Carl Burt is as LEGIT as it's going to get in this shady car selling business. I must say, he was a God send. I'm going to keep this short and simple. Carl Burt is as LEGIT as it's going to get in this shady car selling business. I must say, he was a God send.. Such a horrible experience with Mercedes and crooked sales guys. So lucky I came across Carl who helped me get out of a really bad deal from Mercedes. Carl gave me the time and attention as if I was buying the most expensive BMW, which was hardly the case. He was straight forward and sooo professional! NO GAMES and genuinely wanted to help me get the best deal. So if you're tired of getting ripped off and dealing with shady sales people wasting your time, pick up the phone and Call Carl! BMW of Murrieta is awesome!! Everyone is amazing and you will never regret buying your car or servicing your vehicle from there!! Thank you BMW of Murrieta! Thank you Carl Burt!! More

Service Visit I received excellent customer service when I brought my car in. Ryan Cornille was very personable, knowledegable, and kept me well informed while my c I received excellent customer service when I brought my car in. Ryan Cornille was very personable, knowledegable, and kept me well informed while my car was being serviced. I would highly recommend this dealership! More