Bob Smith BMW

Excellent Customer Service by Ken Firmin! Referred to Bob Smith by a good friend of mine for service. Ken Firmin went above and beyond to make sure I was taken care of. Ken provided excellent Referred to Bob Smith by a good friend of mine for service. Ken Firmin went above and beyond to make sure I was taken care of. Ken provided excellent customer service and I was very impressed. Clearly explained to him what was going on with the car and what needed to be done and he did everything in his power to make sure I walked out with a big smile on my face. Thanks Ken for all your hard work. I definitely recommend Ken in Service. He's the best hands down! -Ron V. More

Worst car purchase experience ever I purchased my last 3 cars (all new), a Ford Mustang, a Toyota 4Runner, and a Volvo XC60, in the last 10 years through internet price negotiation. In I purchased my last 3 cars (all new), a Ford Mustang, a Toyota 4Runner, and a Volvo XC60, in the last 10 years through internet price negotiation. In all 3 occasions, I communicated with the internet staffs at the car dealers first to settle on a car price, and then went to the dealership to pick up the car and sign the necessary paperworks. From time to time, the salesmen would try to sell me additional stuffs, which was annoying, but I understood they were trying to make a few dollars more on the sale and I have no problem with that. My good experience with internet car purchase was stopped cold when I ran into these guys at Bob Smith BMW. The story started when I saw an X1 in the new car inventory on Bob Smith's web site. I put in an offer and received a callback from Brian Mayer promptly. I explained to him that I was in Arkansas and I'm purchasing the X1 for my wife in LA. I informed him that I already had a quote for an identical X1 from another BMW dealership in Ventura County and said my offer was based on that quote. In addition, I told him my wife drives a Toyota 4Runner and asked him to commit to a certain tradein value. Brian said he will definitely beat the Ventura County's offer. A few days later, my wife drove her 4Runner to Bob Smith, thinking that she will trade in the 4Runner, sign the necessary paperworks, and pay cash for the X1. Her first surprise came when Brian tried to sell her another X1, a used one. My wife called me from the dealership and I told Brian through Facetime in no uncertain term that I have NO interest in the used car. Next came the worst salesman I believe I've ever met, Paul Nema. The first thing Nema tried was to pretend that my previous internet negotiation with Brian never happened. Instead, he was going to re-negotiate the whole deal, and he started this by telling me how much less he thinks the 4Runner is worth. Now, Brian asked for and I emailed him the VIN of the 4Runner a few days before my wife's visit and he also knew that we bought the car new, and it was kept in top shape throughout the years by the Toyota dealership at Marina Del Ray. On top of that, I told Brian what I wanted for the tradein in my email. But Nema refused to listen. Throughout the next 1hr or so of negotiation through Facetime, Nema joked (he asked me if I like coffee???), berated our offer for the X1 (even though I forwarded him the offer from the Ventura County dealer), and when I continued to refer to Brian's promise that he would beat the other offer, he told my wife how unreasonable I was and she should just purchase the car since she had the check book. And by the way, Nema's offer was $3,000 more than the offer from the Ventura County dealership. Perhaps Nema thought we were country hicks from Arkansas, and can't do math (I'm a Mechanical Engineering Professor and spent 4 years at UCLA previously as a researcher) At the end, both my wife and I had had enough of Nema and she left Bob Smith feeling sickened by the whole ordeal. The funniest (or the saddest) thing was she never saw the car she went to buy because they never showed it to her. To be fair, since my experience with Bob Smith was limited to Nema and Brian, I cannot condemn the whole dealership based on this single incident. Also, who knows, Nema and Brian can be the best people away from work. But, what I can say for sure is that I will never go back to Bob Smith again for anything because I refuse to do business with anyone who wants to play games with me. More

Upsetting Service Experience With Bob Smith BMW My family members and I were 30+ year customers of Bob Smith BMW in Calabasas, CA. We've bought/leased 10+ cars from them over the years. And I've j My family members and I were 30+ year customers of Bob Smith BMW in Calabasas, CA. We've bought/leased 10+ cars from them over the years. And I've just come through a really eye-opening ordeal with them that left me without use of my car for two weeks. Beware of Bob Smith BMW and their service dept. and how you will be treated by management, even though they admit in writing that the entire service department was clearly in the wrong with a gross misdiagnosis. Here's the story: I towed in my 2006 X3 on February 10th as it wouldn't start. Was told without any empirical data that my rings were shot -- which is why the engine, with just under 80,000 miles, suddenly had zero compression. The car had just passed the CA Smog Test the week before. Rings don't just suddenly wear out. Was told by my Bob Smith BMW service rep that I could either replace the engine ($13,000 plus cost of diagnostics of $2000, total $15,000) and BMW might kick some money in, or I could buy a new car. I looked into buying a new car. Even "built one" on BMWusa.com and spoke to a sales rep for quite a while based on Bob Smith BMW's say-so that my engine was dead! But something didn't feel right. After repeated calls, and three emails for the GM Catherine Smith to email/call me back -- as she was out of town, we agreed to meet. For nearly four days Bob Smith BMW's service department maintained it was the rings and that my engine was dead. I didn't buy it and told them so. And suddenly on the fourth day (2/13) that they had my car, the engine suddenly had compression again. I towed it out of Bob Smith BMW to another mechanic for an independent review. Gio's Automotive looked at the car, tested it, and verified that I had 165psi across all cylinders, and drove it for hundreds of miles. No compression problem then or now, almost two months later. But I sure seemingly had a compression problem for four days while it was at Bob Smith BMW. And they still can't even tell me how my car suddenly regained compression, but they were sure it was the rings. The GM at Bob Smith BMW, Catherine Smith wrote me: "I am completely horrified and disappointed by the experience you have had with our service department. This is the antithesis of the quality of care we strive to provide. I am very sorry to say the least." Bob Smith BMW owner Tim Smith wrote: "While it may appear to you that you don't matter, nothing could be further from the truth. The problem here is, aside from the fact that some serious mistakes were made, there still remain areas that have no clear answers. One thing is for sure, we have a broken customer. Not one who just arrived on the scene last week, but one with whom we have shared repeated experiences for thirty years and ten or so BMWs." Bob Smith BMW clearly acknowledged that they have a big problem with how I've been treated. What would have happened if I'd not questioned the misdiagnosis and bought a new car? No one at Bob Smith BMW would have ever spent another minute on my 2006 X3. We'd never known that the engine actually still worked. Bob Smith BMW did nothing in the way of repairs, just diagnostics. What did Bob Smith BMW offer to do for me following a very serious misdiagnosis? Two very pleasant face to face meetings -- never any anger on either side. At the first meeting Catherine did offer me an opportunity to help me into a new car. No specifics, but a nice start! Told them I needed some time to consider. However, when I didn't jump at that immediately, and following a meeting at my office with Tim Smith and a followup letter from me suggesting they simply put me into a new car, it all came to a big abrupt halt. Tim Smith wrote: "That's not going to happen. I'm happy to explain in a phone conversation." A phone call took place where Tim pulled the offer of helping me into a new car off the table and basically told me "you go your way and I'll go mine." What? No negotiation at all? Is that how you treat a 30-year customer, who never once got angry, and who probably would buy/lease another 5-7+ cars in the years ahead if he'd been treated with some care and respect? So, if you are a Bob Smith BMW customer, beware when they tell you that your car needs costly repairs. Do your homework! And instead of seeing this through with a calm customer who wanted to solve this, they told me -- we don't want your business. There are now three things I know: 1) I'm happy driving my 2006 X3 that still runs fine. 2) I have no car payments as I wasn't mislead into buying a new car or engine. 3) I know that I won't shop at Bob Smith BMW ever again. Please, read this and pass it along to your fellow BMW owners before they make a costly mistake and accept the diagnosis of an expensive repair at Bob Smith BMW, or elsewhere for that matter. More

I was very pleased with the friendliness of everyone I ran into at Bob Smith BMW. I started with Greg Huber as my primary contact. Greg's follow up and professionalism was top notch. Greg asked JC Reznick ran into at Bob Smith BMW. I started with Greg Huber as my primary contact. Greg's follow up and professionalism was top notch. Greg asked JC Reznickoff to help me with a test ride. JC was very energetic and knowledgable. After making my final decision to purchase my BMW form Bob Smith, JC took his time to ensure I was comfortable with all the bells and whistles of my new 550i. I would strongly recommend Bob Smith BMW to anyone looking for the Ultimate Driving Machine! Steve R. More

As always, the service personnel at the dealership were outstanding. This time, in particular, Sue Bolger. Sue is professional, friendly, knowledgable and just a pleasure to interact with while you are t outstanding. This time, in particular, Sue Bolger. Sue is professional, friendly, knowledgable and just a pleasure to interact with while you are there. I would highly recommend the dealership, and in particular, Sue. I can honestly say I look forward to bringing my car in for service because I know I will be greeted and treated with caring professionals. Sue gets an A+ from me! More

The power steering unit died and I made an appointment for repair. Well, there were several hurdles to overcome in my situation and Sue Bolger handled every one with courtesy and professionalism. She put for repair. Well, there were several hurdles to overcome in my situation and Sue Bolger handled every one with courtesy and professionalism. She put a rush on the part that was not in stock, expedited the loaner car, and kept in continual contact with me as far as the progress. Sue was thorough and pleasant. I am happy to recommend this dealership. More

My car buying experience spans more than 40 years and I have NEVER had such a positive experience selecting and taking delivery of a new vehicle. From the moment I entered the showroom I was treated with have NEVER had such a positive experience selecting and taking delivery of a new vehicle. From the moment I entered the showroom I was treated with kindness and respect. There was NEVER the slightest feeling of pressure to buy and I felt very much at ease getting answers to the questions that would allow me to make an informed decision-whether a BMW or other. Anthony and Andrew took their turns guiding me on extended test drives of different models and did their best to ensure that I would be able to experience for myself all the vehicles had to offer. When the decision was made to purchase from them they extended themselves beyond any reasonable expectation to locate the exact car I wanted and Mike, the manager made certain that it fit within the financial parameters I had set. Through their combined efforts my new car came in sooner than expected and they spent as much time during the delivery as they did when I was first learning about it during the test drive. Unfortunately, I did not learn all I needed to during that session, but they were incredibly accommodating a day later when I discovered what I did not know and could not resolve with the manuals. Anthony in particular was great in this regard--I know the configuration he set in my controls is not even mentioned in the manuals and gives my BMW a real custom feel. On a final note, I insure my autos with USAA and to me, they represent the pinnacle of the industry--they are just fabulous! When I added my new car to my policy it was mentioned to me that Bob Smith is one of their premier dealers for outstanding customer service and satisfaction on an ongoing basis. Their assessment of Bob Smith BMW is consistent with my experience and I give them my strongest endorsement without reservation. Thank you Bob Smith BMW! More

I went by to pick up my car from a service and I think of myself as a pretty tech savy guy, but I ran into a guy named Roger while waiting for my vechicle and asked him a random tech questions about tye traf myself as a pretty tech savy guy, but I ran into a guy named Roger while waiting for my vechicle and asked him a random tech questions about tye traffic system that annoyed me. After a year and half of owning the car he showed me how to display traffic on my 650. No one else ever told me that! Definitely a guy who knows this car in and out More

Over the course of 2 weeks I visited 6 different BMW dealerships around Southern California. This dealership was by far the best, in my opinion. Neil approached me right away and took me on some test dr dealerships around Southern California. This dealership was by far the best, in my opinion. Neil approached me right away and took me on some test drives with no problem. He was enthusiastic about me purchasing a new ca,r and I could tell he really valued my business. Other dealerships, which I won't name, treated me like they couldn't care less about my business...strange. They didn't have the right car for me at my first visit, but when the one I wanted came in the process was quick and painless. Neil kept in contact with me daily while the car was getting certified...he also returned all my calls immediately. Tiger, the used car manager, was also a big help. He gave me his bottom line price without having to go back and forth with them. I ended up getting the car at a great, fair price. Also, since I am a first time buyer, they wouldn't approve me through BMW's financing at first. So I went to a credit union and got approved at 7.5% percent. When Tiger hear this he made a few phone calls and really pushed for me to get approved through BMW at a better rate. I told him that I already tried and was not approved. He tried again anyway and got me approved at 3.9%. I was really happy with the service and care that the entire team showed towards me. More

Larry was Knowledgable, Friendly, wanted to help as much as he could and did. I would send people to him without any hesitation. I look forward to a long working relationship with him. I want to say some as he could and did. I would send people to him without any hesitation. I look forward to a long working relationship with him. I want to say something about my service guy, Ken Firmin. Ken is the best. It always is a pleasure seeing him and working with him. Very Knowledgeable and friendly. More