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-- Tom D.

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Recent Reviews from BMW of Henderson

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

Wish I could say that this dealership helped salvage a crazy road trip, but no... they added to the craziness. My 2017 540i had a run flat blow out on Hwy 93 in between Phoenix and Las Vegas on the night of the 3rd. I was on my way to Salt Lake City over the 4th of July weekend. This is the second run flat that failed at the side wall in the last three months. BMW road side assistance authorized a tow to the nearest dealership, in Henderson. I then uber to the Airport to get a rental to continue on the trip. On Friday morning I quickly called and told the service provider I was done with the run flats and wanted to put non run flat tires on the car... I also told him I was under a time constraint and need the car done by Saturday afternoon so a friend of mine could pick up the car and hold onto it until I returned to the city on Sunday evening. The SP told me that run flats were the way to go and quoted me 2k for the tires... again I said no, I wanted non run flats.... he said he would research alternatives and get back to me. He never called back... I called and left five messages, all while trying to qualify at a regional golf tournament for veterans... hence it was not a pleasant experience. I called and asked to talk with management because I was getting blown off for not wanting to spend 2k on terrible. manager finally called back and told me... we can put on the run flats for 1900 and change or wait until Tuesday and us to get you some non run flats tires. This is my options... five hours after initially telling them want I wanted.... and the day running out of time in order for me to get my car back by Saturday afternoon. I ended up calling a tow and had it towed to Discount tire... they found great non run flats at two different stores and sent someone to pick them up... My friend picked up the keys the next afternoon and my return trip was uneventful. Bottom line was I did not want to spend 2k on terrible tires , so they just forgot about me or calling me... probably to force me into getting the overpriced terrible tires when my time ran out. Not happy at all with the lack of service or willingness to help out a stranded BMW owner.

Kevin Halstead Jul 8, 2019

I moved out to Las Vegas 4 years ago. I have been coming to BMW of Henderson for the past 3 years for maintenance on my X5. Over the past few months service has gone way downhill. It used to be they would have your car ready within a day or provide you with a loaner car. Then that switched to just a rental car through Enterprise. Now you're just out of luck. If you're going to spend thousands to fix your car they should at least try to make it more convenient. Initially when I made my internet appointment there were all new faces in the service department and I thought this can't be good. It wasn't. After making an online appointment I arrived on time and was told it was going to be at least a day before they could diagnose why my check engine light was on. A day and a half for something so simple you could go to pep boys and check in minutes for free? But I have spent thousands here and I have a decent relationship with this dealer so I guess I trusted them. The next day the adviser texts me saying it's going to be $720 with the repairs. But no I still can't have a rental car. I said go ahead. The following day after I returned the rental car I paid for because i need transportation options, he texts back the car isn't ready but they're going to repair it and it is now going to cost $4200! Oh and I still won't get a rental free. I text him back that I'm not okay with this and will only pay the original amount. He says that won't fix it but they'll do the original work for the $720. Another day later and it was finally ready to be picked up. Oh and the best part? The engine light is off so I guess it didn't need the $4200 repair after all. The story continues. Tuesday when I brought my X5 I received a sales email from BMW of Henderson. They claimed they were looking for X5's and asking if they could appraise mine and buy it. I replied go ahead make me an offer and told them it was at their dealership the same one on the email. I never received a response. With so many options in Las Vegas Vegas hard to believe anyone would be a repeat customer at BMW of Hendreson. I know I've learned my lesson and will never be back.

Joseph Blum Apr 8, 2019

I moved out to Las Vegas 4 years ago. I have been coming to BMW of Henderson for the past 3 years for maintenance on my X5. Over the past few months service has gone way downhill. It used to be they would have your car ready within a day or provide you with a loaner car. Then that switched to just a rental car through Enterprise. Now you're just out of luck. If you're going to spend thousands to fix your car they should at least try to make it more convenient. Initially when I made NY internet appointment there were all new faces in the service department and I thought this can't be good. It wasn't. After making an online appointment I arrived on time and was told it was going to be at least a day before they could diagnose why my check engine light was on. A day and a half for something so simple you could go to pep boys and check in minutes for free? But I have spent thousands here and I have a decent relationship with this dealer so I guess I trusted them. The next day the adviser texts me saying it's going to be $720 with the repairs. But no I still can't have a rental car. I said go ahead. The following day after I returned the rental car I paid for because i need transportation options, he texts back the car isn't ready but they're going to repair it and it is now going to cost $4200! Oh and I still won't get a rental free. I text him back that I'm not okay with this and will only pay the original amount. He says that won't fix it but they'll do the original work for the $720. Another day later and it was finally ready to be picked up. Oh and the best part? The engine light is off sto I guess it didn't need the $4200 repair after all. The story continues. Tuesday when I brought my X5 I received a sales email from BMW of Henderson. They claimed they were looking for X5's and asking if they could appraise mine and buy it. I replied go ahead make me an offer and told them it was at their dealership the same one on the email. I never received a response. With so many options in Las Vegas Vegas hard to believe anyone would be a repeat customer at BMW of Hendreson. I know I've learned my lesson and will never be back.

Joseph Blum Apr 8, 2019

STAY AWAY!! Extremely unhappy with Henderson BMW. There were several problems that they didn’t fix!! First we took our 750 on September because the Engine was shaking a lot and the engine light was on. They said that they have a few recalls to fix. Then they started saying that the car has a few other problems If we wanted to take care of it, which I said no! I feel that from the beginning they wanted me to pay them thousand of dollars! Around November they called me and said that the car was READY and that I have to pay them several $$$$$ for some repairs that they did to our car. I took the car out on a Friday I tested on Saturday and there was the engine shacking again and the engine light turned on! I decided to take the car to the mechanic again on Monday because they told me that the car was ready but obviously It wasn’t... they said again that there was a few recalls to fix again. I had to say that they have the worst customer services ever! I have been calling them or emailing them about the car and they never had an answer about it until they finally emailed me and they sent me a list with another things that they need to fix in the car!! WHAT??? They didn’t even fix the car from the first place and they are asking me if I want them to fix others stuff which it on total was like 6,000! I told the guy that I am not paying or fixing anything else until they fix the few recalls that they told me they had supposedly fixed! A few weeks later he emailed me and said that they fix the recalls but I have to pay them 1,600 from “Who knows” also that the car has an engine light on??? That was the reason I took the car back a couple of months ago!!! that’s when I decided to go personal to fix these issues! When I got there I had to explain to the guy my concern and he called the “Service Director” JOE MONACO which I want to point out that he had the most crappy amateurish experience, worst attitude, doesn’t care about clients and let me walk from there with a car that I paid to be fix from the first place and he wanted me to pay again to fix the same problem which sounded ridiculous to me! I had to say that I took my other 750 to be fix with the same problem and 3 weeks later the engine started shaking again! 2 BMW’s that we are not going to be able to use because they are worthless!! I WILL NEVER PURCHASE A BMW AGAIN!!!

Cynthia Valenzuela Dec 19, 2018

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

On 8/28/2014 I purchased A 2009 Nissan Maxima from Auto Nation BMW of Henderson. Upon sitting in the car to begin my test drive the back seat cover and upper portion of the seat popped open and was broken. I was assured by my sales representative (AL Smith) this issue would be fixed before purchase. The car was taken to the service area to be repaired while I finalized my paperwork. I took possession of the vehicle the same day assuming that the seat had been fixed as promised, which based on the fact that the cover had been put back on I assumed had been fully repaired. Within a month of time, and still under my warranty my car began to give me issues. The motor for the power driver seat went out, the weight sensor for the passenger seat malfunctioned causing the air bag to be turned off even with a passenger present, and my air pressure sensor in one of my tires seemed to be malfunctioning as well. I returned to BMW to have them complete these repairs. After these repairs were completed by sending my car to Auto Nation Nissan on Sahara ave in las Vegas I noticed that the frame of my driver’s seat had been bent causing my seat to lunge forward when I braked. I was assured this was normal by employee name Luis at BMW. After further insisting that the seat was not rocking before the subsequent repairs were completed, Luis and the head mechanic agreed that the seat frame did in fact need to be replaced. My car was not sent out for repair once again, but was repaired by bmw on site and once it was returned I no longer had issues with the frame, seat motor, passenger weight sensor or tire pressure sensors. In may I contacted Luis to inform him that my seat cover had popped open again, thinking that any repair that had been made or Nissan had made would give me 1 year parts and labor. Luis informed me that the repair would need approval from my sale person and he would call me back. After getting no response I decided to have my car inspected by Henderson Nissan to assess what the cost would be to make the repairs on my own. After speaking with Patrick Shaffer at Henderson Nissan, I was informed that not only were they consulted on fixing the frame and Bmw of Henderson had declined the repair to complete it in house, but that whomever had worked on the upper part of my seat, had failed to inform me that the lumbar bars were in fact broken, and asked me who had last worked on my car. I informed him that BMW of Henderson had repaired the upper part of my seat when I purchased it. His response was to take the car back there as it would require a new upper seat be installed at a cost of $3,500 dollars or more, he then went to state that the whomever had tried to repair the seat “had done something hokey, and had jerry-rigged the lumbar bars together by tying hose clamps to get the seat to close, instead of fixing it, probably just so they could sell it.” Based on this I returned to bmw to ask about what repairs had been done, I was told I needed to come back on Monday 8/17/2015. When I returned I was assured by the used car manager Steve that all repairs including the hose clamps were done at NISSAN and not at BMW, I asked what repairs were done here, his response was he didn’t know and then none of them. I asked again what about the repairs done on the day of sale, once again he said he didn’t know. Even though they claimed Liability fell on Auto Nation NISSAN for all repairs and that they had no hand in any type of misleading or fraudulent statements they did not provide me with the service report from the day my car was sold and repaired on site, or the service record for the seat frame repair also done on site. They sent out a technician to again jerry rig my seat with twist ties and hose clamps. (Which I found odd due to them blaming Auto Nation Nissan, why would they fix my car in the same manner instead of sending it there to be actually fixed) I was provided not with an invoice from auto Nation Nissan, which would have shown the hose clamps used listed , but just an order detail. I was told to speak with Nissan on Sahara regarding it. Upon speaking with Anothy Funches at Auto Nation Nissan He informed me that they never did any type of repair to the upper seat and that the repairs they were asked to complete were regarding the lower half of the driver’s seat and would not have warranted repairs the upper portion in any shape or form he provided me with an order detail showing as much. After speaking with General Manager of BMW Eric who was avoidant, rude, flippant, willfully obtuse, and also berated me with the fact that he had to spend money to fix my car and that this wasn’t his problem before hanging up on me. It is my belief based on the evidence I have collected from AUTO NATION NISSAN ON SAHARA, NISSAN OF HENDERSON, and my personal recordings from my conversations with both the used car manager and technician at bmw: 1. My car seat was never fully repaired on my purchase date as promised. I was fraudulently told it was so I would continue with my purchase and BMW would not have to pay $3,500 to actually fix the upper seat. 2. I was denied documentation regarding invoices and services rendered on site at BMW as way of hiding liability regarding this matter. 3. BMW fraudulently tried to place liability regarding the matter on Auto Nation Nissan, and tried to placate me by sending a technician to once again hide and band aid the actual repair. ALL documentation and recordings collected are available regarding this matter.

Austian Terzian Aug 18, 2015

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