Valencia BMW

Arrived without a scheduled appointment with a new vehicle that was losing oil. Got me in, diagnosed the issue, and left with a loaner to continue the trip. Fixed the car and picked it up 6 days later vehicle that was losing oil. Got me in, diagnosed the issue, and left with a loaner to continue the trip. Fixed the car and picked it up 6 days later. More

I experienced a deeply troubling situation at Valencia BMW that I must share with BMW USA. I returned to Valencia BMW in late December 2025 as my 2023 BMW i4 35 lease was ending in March 2026. I had pr BMW that I must share with BMW USA. I returned to Valencia BMW in late December 2025 as my 2023 BMW i4 35 lease was ending in March 2026. I had previously worked with salesperson Craig (or 'Buck') and had a positive experience, so I declined my friend's brother's invitation and chose Valencia BMW again. This proved to be a costly mistake. Craig was on medical leave, so I worked with Gene Longsworth. Gene initially said I owed approximately $2,000 for 8,000 miles over my lease limit. My requirements were clear: pull-ahead on remaining payments, mileage waiver, and monthly payments under $500. When Gene said he couldn't meet these terms, I prepared to leave. Suddenly, he insisted he could accommodate everything and convinced me to stay. We agreed on $5,000 down and $490 monthly. Before signing, my wife specifically asked multiple times if all costs were included. Gene explicitly stated, "Nothing else...all included." This verbal assurance was critical to our decision. Everything changed once the deal was finalized. Gene's demeanor shifted from extremely attentive to completely indifferent. Finance manager Robin Pilgreen was unprofessional and rude to both of us. My wife had to stop me from addressing her behavior. We completed paperwork and drove home in the new car, agreeing to return the next day with my old car's charger. On December 31st, despite having an appointment and sending a text beforehand, Gene ignored the scheduled time and showed little concern. When I received my lease return paperwork, I discovered a $2,009 charge. When I raised this issue, Gene became defensive, claiming he'd mentioned the fee. I reminded him of his "Nothing else...all included" statement. He denied saying this and told me to speak with a manager. Although managers were visible, no one approached me. Gene continued with other customers. When I asked when the manager would come, he said he didn't know and seemed unconcerned. Only after I became more vocal did General Sales Manager Zayn finally appear. Fortunately, he was kind and agreed to unwind the entire contract and return my old vehicle. Interestingly, Robin Pilgreen, previously so rude, became suddenly efficient and professional during cancellation. If the GM hadn't intervened, I was prepared to involve BMW USA and legal counsel. This experience destroyed my trust in BMW. I developed an application to evaluate lease contracts and discovered Gene's deal had an MF more than double what it should have been, with no dealer discounts. Shockingly, when I analyzed all my recent BMW leases, not one was favorable. The lease I considered my best—Craig's deal—was actually the worst. The app questioned why he hadn't recommended purchasing instead. I ultimately leased a Lexus through an honest salesperson, and my app confirmed it was a fair deal. Later, I discovered both Gene Longsworth and Robin Pilgreen have numerous negative reviews online, consistently described as unprofessional and people to avoid. I don't understand why BMW continues employing these individuals despite numerous complaints. Their deceptive practices and poor customer treatment directly damage BMW's brand reputation. These people should be terminated. For anyone reading this: avoid Gene Longsworth, Robin Pilgreen, and Craig 'Buck' at Valencia BMW. Always check online reviews first and verify every number in writing. The vehicle I was about to lease remains unsold at Valencia BMW, which speaks volumes. I hope BMW USA takes these concerns seriously. These employees' practices do not reflect the premium brand standards BMW should represent. More