BMW of Downtown Los Angeles

BMW of Downtown Los Angeles I purchased a used BMW X5 from BMW of Downtown Los Angeles and have experienced multiple failures in communication, commitments, delivery, and follow-through since the purchas from BMW of Downtown Los Angeles and have experienced multiple failures in communication, commitments, delivery, and follow-through since the purchase. Purchase and Delivery Issues • I was told vehicle prices were non-negotiable but that I would receive a full tank of gas and a properly detailed vehicle. • I made a down payment on 8/29, and two days later received an automated dealer email showing a $200 price reduction, which my salesperson said would be credited. • The X5 was delivered on 9/18 (I reside outside of California). The exterior was understandably dirty from transport, but the interior was also filthy—gum on the carpet, crumbs in cupholders, a dirty steering wheel, and an unclean cargo area. This fell far below the promised “detailed” condition expected from a BMW dealership. • I received only one key fob and no key card, contrary to what I expected. Unanswered Calls and Unfulfilled Promises • On 9/21, I called to speak with a used car manager. After being told managers were in a meeting, a salesperson took my call, promised a manager would return it in 10–15 minutes — no one did. • I left multiple messages and emails for the General Manager “Mark.” His voicemail was full, and the name on it belonged to someone else (“Reuban”). I received no response. • My salesperson eventually responded and promised: o A $200 refund check (for the price reduction) o An additional $95 (for the cost of the detailing) o A call from the parts manager to provide a second key fob at cost None of these have been received as of 10/17. Title and Registration Delays • I was told I’d receive paperwork from the California DMV within 10 days of receiving the vehicle. • By 9/25, the DMV confirmed the dealer had not even submitted the title. • Despite repeated follow-ups on 9/26, 9/29, and 9/30, the DMV and my lienholder both confirmed no title had been received. • On 10/2, I began daily outreach to both the GM and salesperson. Again, no response from “Mark.” • On 10/10, I made the first payment on a vehicle I cannot register or drive. • The DMV later confirmed the dealer started the process but never completed it. • Only on 10/14 did the DMV confirm that the title was finally received and processed — nearly seven weeks after my deposit. Summary • 49 days since deposit • 25 days since vehicle delivery • 7 days since first payment • 0 miles driven • No promised checks or calls received • Dealer unresponsive The dealer has attempted to blame both the DMV and BMW Finance for these delays, but the DMV confirmed they could not act until the dealer submitted the title. For a dealership that advertises “nothing is more important than our reputation for providing superior customer service,” this experience has been unprofessional and unacceptable. More

I visited the parts department and purchased a Valve Cover ($500) and I installed it (I am professional automotive technician with 10 years of experience) after a few miles of driving the vehicle starts Cover ($500) and I installed it (I am professional automotive technician with 10 years of experience) after a few miles of driving the vehicle starts smoking, I performed a visual inspection of the engine and found the valve cover leaking. Spoke to the parts manager and he said warranty protocol is to bring the vehicle in to the shop that way one the of BMW technicians could verify the warranty. Brought the vehicle in cause am 100% it BMW was going to grant my warranty. Nope, the technician said it was a pinch gasket. SMH. I didn’t want to argue and paid the diagnostic fee $240. I bought a new OEM gasket from the same Dealer, installed it and the Valve cover is leaking from the same spot as before. After $800 or so BMW has failed to warranty me a Valve cover that’s defective and lied that it was a pinch gasket. I’ll give them a 0. More

Only one star because the dealer ran my credit and then denied me. I went to another dealership and got the car I wanted within my price range. The first bad experience with one salesperson who was aggress denied me. I went to another dealership and got the car I wanted within my price range. The first bad experience with one salesperson who was aggressive and said bad things about my old salesperson who moved to another dealership. The second was the fact they wanted to compare numbers which is scandalous. I have bought over 10 BMW's with Nick Alexander but this place cannot compare. Do your research and don't let them run your credit unless they agree to the numbers. I have top notch credit so shame on me for not making them agree to the budget before signing the application. Grateful I went to another dealership and got the exact model I wanted without the frustration. More

If I could leave zero stars, I would. This dealership lived up (or rather down) to the reputation of car salesmen (they were all men). I first attempted to purchase my third BMW there sev This dealership lived up (or rather down) to the reputation of car salesmen (they were all men). I first attempted to purchase my third BMW there several weeks ago, speaking to a salesman named Isaiah. He did not send me any specifics/breakdown of costs/ details, even though I requested them several times. He did email me an illegible screenshot he took with his cell phone. Then he vanished. A week later, someone else called, "following up". Most recently, I agreed to purchase an EV there. I went to sign the papers and take possession of the car eight days ago, having dealt with another salesman, Stanley Liu. Mr. Liu had promised me that there would be no last minute surprises or changes, and said he had sent me all the info I needed to set up a lease. The dealership calls itself "Downtown Los Angeles", when in fact it is miles away, in Vernon. Not familiar with the area, I used Waze and it took me over 1 1/2 hours to get there from mid-city. Mr. Liu presented me with contracts and paperwork which contained several changes, unexplained added costs, and numerous items that were not disclosed previously. Several other men, without introducing themselves, came over and brusquely appeared surprised that I would want to read the fine print when signing a contract for a $50,000 + car. I was told that a manager would get in touch the next day with the information I wanted. Marwan Salah called the next day, rudely saying that I had "refused" to buy the car, and "was I or was I not going to buy it." I asked about the omissions, additions, and inaccurately marked up fees by the dealership which are set by the California DMV, and he said "where did you get these figures, from the internet?" He offered to reduce the leasing cost by (I am not kidding) $3.00 a month, Eventually he agreed to lower it by $12 a month. We agreed and I was informed someone would be coming to me that day to sign papers and I would give them a deposit check. Ten minutes later, the General manager, Ruben Espinoza, called, announcing that I had to take possession of the car that day, otherwise no sale, even though I had previously agreed with Stanley Liu that I would pick it up the following Friday. He eventually backed down and said I could sign everything necessary, pay, and take the car the following Friday as arranged. That was yesterday. Once again, I drove out a second time to the dealership in an extremely uninviting neighborhood, from actual Downtown L.A., getting lost with the Waze directions for an hour+ again. When I called Mr. Liu, asking him how to best get to the dealership, first he told me that he's not from L.A. and doesn't know how, then told me to "Google it". When I finally arrived, I was ushered into the "finance officer's" office. She presented me with a contract that had completely different figures, costs, and charges than the one I had received the week before. I understood that there would obviously be a change as a result of the $12 monthly reduction, but there were many additional numbers changed.. Ruben Espinoza came in, and when I began asking about these 11th hour surprise numbers, told me that "I had had a week to read the contract". A contract that was altered without my knowledge and presented to me in their offices the night of purchase. He refused to throw in rear floor mats (an extra cost of $70), and I left without buying the car. I'm actually relieved, because although I still want to buy another BMW, I feel that I dodged a bullet by refusing to make a purchase from such a consumer unfriendly, dishonest dealership. More