13 Million Cars Sold to Happy Drivers

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-- Misty H.

"They got me in my dream vehicle. They listened to what I wanted and I felt heard."

-- Eloni T.

"Service advisor Katie was very pleasant and professional. 10k miles and service and was in and out in under 1 hour."

-- Tom D.

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Recent Reviews from BMW of Henderson

Re: VIN# 4JGBF7BE7BA683767 I am an Airline Pilot and German Car Collector, based in Las Vegas, Nevada; However, I actually fly out of Bullhead City, Arizona/Laughlin, Nevada, a 90 minute drive to Las Vegas. I keep a pristine BMW 328i in Laughlin, Nevada and I recently received a notice of a Recall on my Drivers' Side (Steering Wheel) Airbag. On my one-day-a-week that I have Off, I called the Henderson BMW Dealer as soon as they opened early in the morning to see if they had an opening for me that day. The answer was yes. But first I wanted to confirm that they had the Airbag in stock before I drove 90 minutes from Laughlin. I was put on hold for several minutes, eventually told: "Yes, they had the Part in Stock." I drove the 90 minutes and relinquished my car to the Service Department at Henderson BMW. After waiting two hours, the Service Advisor came to the waiting area to tell me: "My car was taken apart, but they did not have my Airbag in stock and that they would only now, order it. I held my composure and told them to please put my car back together so I could leave. Two hrs later, my car was back and I drove out, only to notice, before I left the Dealership Property, that the Drivers' Side Airbag annunciator light was illuminated, indicating that the Drivers' Side Airbag was inoperative. I immediately drove back into the Service Writers area and asked them kindly to address the issue. One hour later, they returned my car to me and I left, after spending a total of five hours at the dealership. I was told that I would be contacted shortly, as soon as they received the Airbag. Two weeks later, I called to check on it as I had not been contacted. I was placed on an 11 minute hold, only to be told that they knew nothing about my Airbag. I am appalled at the staggering ineptitude of the Henderson BMW Dealership and I wonder if I will ever be contacted by them to replace my Recalled Airbag. If anyone at the Henderson BMW Dealership ever reads this, I hope someone will have the decency to emeliorate this situation. Thank you for your time, as no one at the dealership seems to care about my time. Respectfully Yours, Captain L.S. Woronoff

Lawrence Woronoff Sep 12, 2021

BMW of Henderson Jul 29, 2021 eugenejac "Things started off good but fell off fast. I was told..." Things started off good but fell off fast. I was told that I would receive a veteran discount when I brought my vehicle in for service the service would’ve been approx $1500 bucks they found over $5000 worth of things that needed to be fixed on my vehicle, I trusted what I was told. I was told that I would receive a veteran discount I was also told that I would receive a discount from management. When I came back in to pick my car up, I was told the veteran discount was a maximum of $100. I was told by the service guy Ian that it would be 10%. The wording gave me false expectations of what would be done. Then as I reviewed my invoice there is no manager discount,… the service guy went and talk to management and came back and told me I should be happy that they’re going to give me $150 off of the $5200 bill. As I drove my car home the warning light went off telling me that I need to top off my coolant. Then the more serious light came on that told me that I could damage my engine if I continue to drive. I called the dealership and received a call center instead the call-center guy chuckled as I told him what happened (WTH). I asked him what was funny and he told me he didn’t mean to laugh but he would be very upset if that happened to him. He put me on hold for five minutes and came back and told me that they would make an appointment for me to come in at a later date to fix my problem. I had to call several more times to try to reach a manager because all the phone lines were going to the call center due to no one being there during business hours,… a manager finally called me back. The manager said he’d send someone to my house this morning to check my car out and they review everything that was done to my car today. I have no faith that this dealership did what they said they were going to do to my car. And I honestly believed that what they did to my car some of the items were unnecessary but done just to trump up the charges. I’m really sorry I feel this way and I hope I can build a better relationship with this dealership. I was looking forward to having them as my main dealership since I live pretty close to the dealership I’ve always had Mercedes and never really had BMWs before. Having lived in Germany as a kid I do believe in German engineering and for the things that have just happened to my car the trumped up charges makes me very weary that the engineering and design of this car was bad enough for this type of experience. It just doesn’t make sense.

Geno Bighurt Jac Jul 29, 2021

Daniel Grossaldt, Alan Moore and the BMW mechanic stepped up in a way that is rarely experienced! They collectively pooled their resources, showed great flexibility and got us on our way with minimal delay. Excellent service experience! We were passing through Henderson on vacation when our car began working intermittently on a Friday afternoon. It had developed a rough idle and wouldn’t start consistently. The car was towed to the Henderson dealership after calling the BMW roadside service. Daniel Grossaldt was assigned as our service representative. Initially he told us that they had 40 vehicles ahead of us and the service department wouldn’t be able to diagnose the problem until the following Monday. After I’d explained that we were passing through on our way to vacation in Utah he was easily persuaded to read the fault codes generated by the car. I had asked if this could be done so that we could make a decision about whether to head home to AZ, or make arrangements to stay in Las Vegas for a longer duration until the car could be fixed. Daniel conferred with the service department manager, Alan Moore. After a brief time Alan introduced himself and said that the the fuel pump, or control module had burned up. He said that he was going to try and persuade one of his mechanics to come in on his day off to repair the vehicle on Saturday as they could get the parts in the morning. Alan thought that it was highly probable that the vehicle would be ready by Saturday afternoon before closing if all went well. Although the dealer had no loaner vehicles and an alternative rental vehicle could not be arranged because of high demand we were able to take an Uber to a hotel. This was arranged by the BMW roadside service as well. As Saturday afternoon rolled around it became clear that the car would be repaired before closing. We had already canceled our plans, but we were glad to know that we would soon be on our way again. Unfortunately, the Uber ride arranged through the BMW roadside service didn’t go so smoothly. The operator couldn’t get the ride arranged efficiently and we had three Uber/Lyft drivers cancel on us. After waiting for nearly 45 minutes in the 110 degree heat we decided to arrange our own ride. We made it to the dealer with 4 minutes to spare. Daniel was there waiting as he had come in on his day off to catch up on some work. He explained that the repair was under warranty and that we should look into our eligibility for trip interruption compensation through our warranty. Although I am no particular fan of Las Vegas, breaking down in Henderson turned out to be a real stroke of luck thanks to Daniel, Alan and the unnamed BMW mechanic! The service these three provided make them highly valuable assets to BMW and are part of the reason we chose a BMW in the first place. Thanks again Daniel, Alan and mechanic!

ton garcy Jul 25, 2021

I had a 10AM apt on Wednesday, June 16th. I arrived at approximately 9:45 to drop off my car. From the moment I pulled up, customer service was non existent. No one came out to my car, when I went in, no one greeted me. When I asked someone for help, the lady said "And what do you drive now?" I said "Uhm, the 4 series?" Like really? Once I found someone to help me, I was told it would be done around 1. I wasn't too happy, as typically I'm in and out within an hour. I got an Uber home. At approximately 2:30 I called, and after being on hold for nearly 20 minutes, the girl I spoke to said she couldn't tell me if my car was done or not and someone would call me back within 10 minutes. At 3:20, still no call. I called again, was on hold nearly 20 minutes yet again, and the same girl said someone would call me back in 10 minutes. I told her that's what you told me at 2:30, she said no you didn't speak to me. I told her how unhappy I was with this customer service and she said "We just got out of a pandemic. We're busy." If I ever said that at my job?! I would be in so much trouble, probably fired, and my high rollers would leave and find a different hotel ! The reason I bought a BMW is bevause it's a luxury car. I expect to be treated a certain way. I'm paying $225 for a oil change, if I would to be treated like crap I'd take my car to Walmart or Jiffy Lube. Shortly there after, Daniel called me. He had no idea I'd been try to get in touch with him or anyone. He informs me they JUST started working on my car. It is nearly 4:00PM. I told him I would be getting an Uber back to pick up my car and he said it won't be done til about 6:00. Honestly, absolutely pathetic and ridiculous. I can't believe it can take 8 hours to do a hour long job. They're completely over booked and behind. Blame it on the pandemic, being short staffed, whatever you want. But that's no excuse. I used to own a Dodge, and a nearby dealership always had the same problem, which is the reason I switched to BMW. This service center and management has gone to crap (I asked a lady if I could speak to a manager twice and both times I was told one was not available). I won't be back. Daniel, the gentleman who helped me, did his best and was nice but the entire experience was a joke and I won't be back. So, I dropped my car off at 9:45 AM & I didn't pick it up til 6:00 PM. For an OIL CHANGE! It's too bad, I absolutely love my 4-series and we've been thinking of upgrading but I won't put up with waiting 8+ hours for a oil change, especially when I was told it would be done at approximately 1 PM. Take your car elsewhere, unless you have all day.

Paula p Jun 18, 2021

BMW of Henderson reached out to me and said that I should have service for a safety recall. Said it would take about 2-3 hours to service, but they could drop me off somewhere if needed. We scheduled the appointment for 4 weeks later due to my availability. I spoke to someone three times within the 4 weeks to confirm, which I thought was great. However, when I arrived at 9am the rep told me that they didn't have the part needed for the recall, (even though this was scheduled 4 weeks ago), and that I would have to leave my car there overnight. He also stated that I really didn't need to fix the recall since it was only for a safety buckle for car seats. I said ok, but since I'm here, I'll need both low beams replaced, the back tail light, and the back seat buckle on the passenger side. He said Ok, should be about 2-3 hours, but he could drop me off if that would be better. I took the ride to work figuring I would just get the car at end of the day. At 3pm I hadn't received a call about the car being ready, so I leave a message on his voicemail to get a status and reminded him that I needed a ride back. He calls me back at 4pm and states that he didn't have the low beams in stock and that he would have to order them. They are $500 a piece, but would look at getting after market parts for $300. He asked me if it was ok to order it. (I'm wondering why I wasn't called 6 hours earlier and asked this question). I said Ok, since I really don't have an option, I have to have lights to drive. He also told me that they couldn't find anything wrong with seat belt buckle . I called back 30 minutes later and asked what time was someone coming to get me? He said he didn't have anyone available but if I could take an Uber he would take it off the price. But my car won't be ready until tomorrow morning. So I had to go back to the dealership and pick up my house keys, because this was supposed to be 2-3 hour service not a next day service. (Thinking to myself, since my car had to stay over night, I could have kept the recall service). The rep tells me that my car will be ready first thing in the morning. I call the rep at 9:14am asking for a status, the rep tells me that the part didn't come in, and he was expecting the part to be in at 10am, but it would take about 2-3 hours afterwards before my car would be ready. I mentioned that not what I was told yesterday, and I'll need a ride to work now. The rep told me that the he couldn't send a car to take me to the office. I said just so I understand, you can send a car to bring me to the dealership. At the dealership you can take me to my place of work, but you can't send a car to take me straight to my place of work? He said correct he doesn't have anyone that could pick me up and take me to work, but he would reimburse me for the uber again. I said ok and I take an uber to work. I arrive at my place of work at 9:55am. The rep calls me at 10:04am and said that my car is ready, and he'll send someone to come and get me from my place of work. (So I really just wasted my time getting a ride to work, and I'm going to waste another hour going to BMW and then back to work) I pick up my car and check the passenger rear seat belt, and it doesn't work. I go back inside and inform him that the seat belt doesn't work, he asked me to show him because he saw it connect. I open the rear passenger door and show him that it doesn't lock. He tries it and says, oh sorry, we tested the front passenger seat belt. (I'm thinking, did he really just say that?) He states that I'll probably need a new belt buckle, but they don't have any in stock at this time. He said he would let me know the price of it. 6 days later I still haven't received a price quote for the buckle. I've owned four BMWs for the past 16 years, this was the worst service and the biggest waste of my time I ever experienced with BMW. Now really questioning my BMW ownership

ERIC POWELL Mar 16, 2020

I have been in contact with Levi for over 6 months in my search for the perfect X5. We were very specific in our search and visited Levi many times, however, in that timeframe, after looking nationwide for 6 months, we were unable to find a match within your network. Levi was very professional and kept in touch with us throughout the entire time, even helping me with cars i would find that were out of his network. Thank you Levi!!! Made me truly feel like he cared and not like he was just trying to sell me a car. Even the general manager (i did not get his name) was so nice and brought over a mini die cast bmw car for our daughter to play with while we were working with Levi, she still has it and loves it. We ended up purchasing an x5 out of state when we finally found one, even though i really wanted to purchase it from Levi. (next one!) Once we got the car, we visited the dealership a couple times to have the car looked at, and then detailed. Every single person we interacted with was amazing. Levi was not even in that day and nobody knew that we had been working with Levi for 6 months to buy the car from there; however, they were all very welcoming and took care of us as if we purchased the car from there. Esteban greeted us the first time we got there, and put us in contact right away with Thomas who helped answer our questions about the car. Then he put us in contact with Hunter who helped us understand all the electronics inside the car. Super helpful. Ray helped us also, as I wanted to take a picture with the large bow you had inside, and made it very easy and fun for us to do so. Thank you!! Jose helped facilitate the detailing of the car and helped me understand how to continue to care for the leather going forward. And Bernard was very helpful and even answered his phone on his day off, helping me to get an estimate for the shippers who scratched the car a little bit and who will cover this cost. (so we will be back!) We visited the las vegas dealership a few times as they are much closer to where we live (when we were looking for the x5) and the level of service in your specific location is truly unmatched. We will definitely make the drive to Henderson for any future needs we have with our cars, even though we are much closer to the other location.

Alazais Ade Feb 18, 2020

Buying a car from BMW Henderson has by far been one of the worst vehicle purchases I have ever made. The problem lies with their management staff. These people must be some of the most incompetent people I've ever done business with. This could have (and should have) been one of the easiest transactions to complete. I tried my best to make it that way. I didn't haggle or try to beat them up on price. I was approved for financing before I even expressed interest in the car. There doesn't seem to be any internal communication between the different managers I had to deal with. I would give information to one manager only to be called two days later by another requesting the exact same information. There was no sense of urgency. It took the dealership almost a week to provide me with the proper documentation for my bank to release funds. When it was provided, there were multiple errors. I had to request the same documents multiple times due to errors made by their managers. The biggest issue was the lack of communication and the constant empty promises. There was no communication unless it was prompted by me. Countless empty promises were made by management to call me back and give me updates on what was happening. I did purchase the vehicle that I initially inquired about, and I paid BMW of Henderson to ship the vehicle. 11 days went by before I heard anything about shipping. When I finally did get shipping information, it consisted of a name, Tyler, and a phone number. The vehicle finally arrived 16 days after all paperwork was signed and funds cleared. Now that I have the vehicle, all I need is the paperwork to be sent to my tax collector so I can register the car. It has now been 20 days since the deal was inked. The paperwork hasn't been sent. I was promised a phone call about that yesterday. Justin Sullivan is the finance manager that botched multiple pieces of paperwork. The first time I spoke with him I could hear his demeanor change as soon as he found out I would be acquiring my own financing and didn't want to purchase a warranty. He was zero help after that conversation. Darrell Cox is a sales manager that is also guilty of over promising and under delivering. I can't tell you how many times I've heard, "I'll call you about that later today." Eddie Zane is the salesman that helped me, and he is by far the most professional person I have dealt with during this whole process. He answered all questions I had and was always prompt with his replies. He never made promises that he couldn't keep. It makes me wonder why he has managers above him with a fraction of the competency. I don't feel that I ever expected too much. Like I said, I tried to make this the easiest transaction possible by having all my ducks in a row before I even started the process. I would say that if you value your time, do not go to BMW of Henderson to purchase a vehicle. I also want to point out that I love the car. The car arrived and is as described. My biggest complaints are about the poor customer service and lack of professionalism displayed by BMW of Henderson. I was prompted to write a review by an automated email that states, "it is our sincere desire that you remain completely satisfied with your vehicle and the service you receive from us." This is very clearly a load of crap. I reached out to BMW of Henderson prior to writing this review to give them a chance to explain their side, or possibly improve my experience. I want everyone to know that they offered to pay the registration for the vehicle if I would leave a, "perfect review." Obviously, I am forfeiting that generous gift because I want everyone to be aware of my terrible experience at BMW of Henderson. Do not waste your time with BMW of Henderson. If you do, ask for Eddie!

Zach B. Oct 1, 2019

This was just about the worst experience I have had in all my years of driving. What happened is exactly why people trust their local mechanic more than a dealer. On the plus side, they did work with my aftermarket warranty to get a fuel pump replaced. Of course, any garage would have done the same. The rest is so amazing bad it's hard to believe. The service writer clearly had no idea what was being recommended. First, I gave then a list of 5 items to check. Each item costs $90 to diagnose. This included why a key wouldn't work. How can it be fixed? A new one would have to be ordered by BMW so no matter what the reason it was just a $90 ripoff. I asked if they could reset the car so that the lights stay on for 30 seconds after shutoff. $90 to diagnose. What in the world would they diagnose? Simply have to change one of the settings. I passed on that ripoff. I left it at 2 items for $90 each. The fuel pump was a obviously leaking but the $90 applied to the repair. A rough idle when cold was diagnosed as needing a walnut shell blast. I asked the writer (Roberto) what that was. He told me he didn't know. How can anything be recommended without knowing what it is? While he left the phone to ask the tech I looked it up and found the answer in about 30 seconds. I passed on having them repair this item, (I called my BMW mechanic in Los Angeles who told me that in all his years of experience rough idle has never been corrected by a walnut shell blast. It's always fuel injectors.) Roberto wasn't there for a few days. The phone message never reflected this so I has no idea why my calls weren't being return. His "teammate" clearly was overworked. She told me she left me a message. I said "not on my phone." Her response was a nasty "I'm not going to argue with you." Before I picked up the car I met with the service manager. He seemed less than interested in my discussion. His response to the lack of a phone message reflecting the writer being out or forwarding the phone was that he'll talk to people about it. I pointed out this was "on him" as manager. It's his job to take care of this. Bottom line is I never will bring either of my 2 BMWs to this horrible excuse for a dealer. BTW, $160 per hour for labor. Really? Are they brain surgeons?

Rick Bronstein Nov 1, 2017

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