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Recent Reviews from BMW of Henderson

I purchased a 2013 gs350 f sport 2 months ago in the middle of the pandemic the staff was friendly fast and go me in and out I was happy with my decision But after leaving the dealer I realized the only gave me 1 key to the vehicle and the key was damaged (missing a button) I complained and explained I was extremely upset I just financed a vehicle during a pandemic I doubt there is very many people buying cars regardless..... this is a 5 star place and whether you're selling used cars or not ... 1 key to a vehicle is unacceptable so I reached out after weeks of debate they paid for a replacement key for me at no cost to me which I was grateful for . But now 2 months later I'm using my original key and my car alarm start going off every 2 hours because the original key they GAVE ME had an internal issue and would cause the panic button to go off and the car alarm would sound off every 2 hours inside my garage during the night !!! I immediately took my car into speak to a service adviser !!!! I did not have my vehicle information handy that day he assured me that all I needed was my I'd and he would be able to pull of my information !!! NOTHING, they turned me away with a sorry , A BROKEN KEY , AND A CAR ALARM constantly still going off apparently he made it clear this is my Issue and I'd need to take it to a real dealer ship Lexus of LAS Vegas and pay out of pocket for a key they gave me ( and only 1 BAD ONE at that ) 470$ out of pocket for a 15k car I purchased (with multiple warranties ) and they couldn't give me a working key or service my vehicle or give me a loaner until it was fixed ? Just a sorry and there back turned !!!!!!!!! Simply bad business .... and regardless the customer is always right!!' and the way I was handled with the service manager , lack of information on what my warranty covers and the fact they simply said this is my Issue is unacceptable. Extremely upset... and really wish I would have purchased it from Lexus of Henderson to begin with !!!!!!!!! 5 STAR DEALER 1 STAR SERVICE !!!!!!

Tyler Pennewell Nov 14, 2020

For over 4 years unusual rust under the BMW SAV has not been resolved despite promises from General Manager, Service Managers and service advisors each time I was told specialist comes once a month and they would set up an appointment and that never took place, strangely enough those service specialists who promised to follow up are no longer working there and everything falls into cracks. This time they said it is a normal rust without the rust specialist (apparently they became rust specialist and they did not need rust specialist again) Window sealant started to crumble within 4 years and the same story, they never fixed it when it was still under warranty, this visit they just gave me cost of fixing it when it should have been fixed under warranty. SAV's engine was seized up while driving right after drivetrain malfunction and low oil pressure alert. They first asked $21,000 to change the engine when car's value was half of it. Then I found out that this was a common problem with BMW 2013 SAV, instead of covering the cost of it, I was charged for the engine, however I found out that they only changed the parts of the engine not the whole engine as I was told. I also learnt that they even changed the brand new battery less than a year old when I had 3 year warranty on that battery without my knowledge and agreement. Engine was fixed, but drivetrain malfunction was not fixed when the service specialist Alex told me that drivetrain malfunction and low oil pressure issues would be resolved when the engine is changed. And it was not resolved. On this service they did not even bother the fix it without me paying for it, when they should be apologizing not fixing it in the first place as they promised it would be, I was blamed for not bringing the car earlier when I called and left several phone messages for Alex and my calls never returned, and I found out that (conveniently) Alex was no longer working there. I understand that mistakes can happen in any profession, what matters is fixing it and doing it right way. But that's not the case with BMW Las Vegas or Henderson. There is no service culture and no ownership of a problem. When I brought up all issues that were not fixed for many years now, which most of them on record apparently and some of them are not even written in the system, the answer I got on this service was "It was not me". Well you are the BMW, aren't you? Bottom line is there is no ownership of any problems or follow up. I wanted to talk to Service manager, twice when I had to drive there twice, in one week, one was 9:30 am another one closer to noon, answer I got without even checking with service manager, "He is in the meeting". I asked to speak General Manager, answer i got was I am not sure if he is available. I have been a BMW driver for over 20 years and purchased 4 BMW's during this time. This is the worst BMW service I came across. The issues are still not resolved from cover of glove compartment coming off since 2016 to missing child seat covers (since they never put it back after the recall fix), paint on windshield side strip panel is coming off on windshield, crumbled window sealants on windshield and back triangle windows, drivetrain malfunction. These issues started when it was still under warranty, this visit I was only given how much it would cost me to fix them.

BC Sep 29, 2020

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

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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