Recent Reviews from BMW of Henderson

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

First and foremost I want to say the service of Bill Elliott is amazing! Super friendly and knowledgeable. He is the reason I don't give my experience the lowest rating. But beyond that... I got a service check because my Parking Assist was not working and there was a deteriorating rubber door handle. Both typically covered by warranty. So I took my 335i in to get these checked, I had narrowed the parking assist issue down to the front sensors... when they checked it out (physically looked at it, not proper diagnosis) they said that the rear sensors were painted over, and that was causing the problem, fork over $1400 to get it fixed. Fast forward two weeks and I get a third party mechanic to verify the issue. The third party mechanic tells me it's the front sensors not working (as I initially suspected)... They took off the bumper, cleaned the harness and put it back together. Boom! Works like a charm for $135 in labor... So why BMW of Henderson could that not be diagnosed? Second issue the door handle. They looked at the door handle, saw that I had hand sanitizer in my car (as a normal clean human being would have), and told me in writing that because of the hand sanitizer it was my fault for using a foreign substance on the door handle and that I voided the warranty, fork over $375 to get it fixed. At that point I had owned the car for ten days... The problem was there before. And the car is still under warranty, how does BMW not cover faulty parts? Anyways, coming up close to $2k worth of repairs (and for the record, the $1400 sensors they recommend would not have fixed the issue) and I would have a normal functioning car, maybe. For maybe $300 I got my car properly diagnosed and fixed at a third party vendor... both issues. So my issues lie with the lack of experienced technicians and greed that BMW of Henderson promotes. I'm glad I don't have to deal with them from here on out. I wish Bill would find a better ethical dealership to work for to be honest, he seems like a real good guy. But ultimately I'm not grading him, I'm grading the dealership as a whole. So actually, one star seems to suit them. - Nate

Nate Bullard Apr 26, 2017

ABSOLUTE WORSE! I went in to this dealership to trade 2 vehicles in last year when my spouse passed away. I did not need 2 luxury vehicles and decided to get one vehicle that would suit my needs. I actually worked with Rose and Eric the general manager. I traded a 2012 Audi S4 and a 2009 BMW 128i for a 2015 BMW X1. They did not have the color I wanted so they ordered one from California and told me they would allow me to drive one of my previous vehicles as a loaner until my new one arrived. A couple weeks later when it arrived, it was the wrong vehicle. I was immediately informed that they could not really order the other one, and they assured me that the vehicle I was purchasing was an AWD. Eric in order to save the sale told me that he would actually give me 6 free years of Sirius/XM radio and also knock 4k off the price of the vehicle. Since I was actually a little distraught still from the loss of my spouse and did not want to be making 2 vehicle payments I decided that I would take him up on his offer. I was assured that this vehicle was AWD but found out a couple months ago that it in fact was rear wheel drive. Funny how Rose could lie to me and assure me that it was AWD! My Sirius/XM subscription ended at the end of September and I called Rose to inform her that I would need them to reactivate it and she explained she remembered the 6 free years and would have to contact her boss, when she called me back she informed me that she could not honor that promise because some other manager said it was not possible. I asked her why she was not talking to Eric since he was the one that handled it. She then proceeded to play the "everyone is in a meeting" or "everyone is on vacation" or "the BMW rep cannot be reached at this time". ALWAYS an excuse!! I even have a few emails indicating where she remembered the 6 year promise. I realize that the cost of this membership is not that much but it is the fact that they promised something and then a year later did not follow through! One point I did speak to Eric who felt it perfectly acceptable to yell at me and tell me to stop being "cheap" that the membership for Sirius was only like 100 per month but when I told him it was the principle and that he lied to me and I feel like they pulled one over on me, he assured me that he would make sure this would happen and he has never lied to me! He explained that he would get everything working and have Rose contact me back once everything was accomplished. Rose informed me that everything would be taken care of after the new year and when I called her back today and wanted to know what was taking so long, keep in mind I did get sick of not having Sirius so I did purchase another membership, she told me that they could not do the 6 years, never apologized, and told me at this point that was never promised to me, even though I do have emails where she admitted that it was and had told me over the phone several times that she remembered. I called her a liar and hung up, I was so angry I wanted their corporate number because I wanted to make a complaint so I called back and the elderly lady receptionist would not stop talking enough for me to ask my question, she put me on hold then the call was disconnected. I called back got someone else who immediately handed the phone to Eric, he refused to provide the number to his boss or his name and said I could look it up myself because he refused to give it to me, began raising his voice telling me to take a deep breath and calm down. He told me that no one ever wanted his boss's number so he would not provide it and then told me to stop calling and hung up on me.

Pedro Cervantes Jan 14, 2016

ABSOLUTE WORSE! I went in to this dealership to trade 2 vehicles in last year when my spouse passed away. I did not need 2 luxury vehicles and decided to get one vehicle that would suit my needs. I actually worked with Rose and Eric the general manager. I traded a 2012 Audi S4 and a 2009 BMW 128i for a 2015 BMW X1. They did not have the color I wanted so they ordered one from California and told me they would allow me to drive one of my previous vehicles as a loaner until my new one arrived. A couple weeks later when it arrived, it was the wrong vehicle. I was immediately informed that they could not really order the other one, and they assured me that the vehicle I was purchasing was an AWD. Eric in order to save the sale told me that he would actually give me 6 free years of Sirius/XM radio and also knock 4k off the price of the vehicle. Since I was actually a little distraught still from the loss of my spouse and did not want to be making 2 vehicle payments I decided that I would take him up on his offer. My Sirius/XM subscription ended at the end of September and I called Rose to inform her that I would need them to reactivate it and she explained she remembered the 6 free years and would have to contact her boss, when she called me back she informed me that she could not honor that promise because some other manager said it was not possible. I asked her why she was not talking to Eric since he was the one that handled it. She then proceeded to play the "everyone is in a meeting" or "everyone is on vacation" or "the BMW rep cannot be reached at this time". ALWAYS an excuse!! I even have a few emails indicating where she remembered the 6 year promise. I realize that the cost of this membership is not that much but it is the fact that they promised something and then a year later did not follow through! One point I did speak to Eric who felt it perfectly acceptable to yell at me and tell me to stop being "cheap" that the membership for Sirius was only like 100 per month but when I told him it was the principle and that he lied to me and I feel like they pulled one over on me, he assured me that he would make sure this would happen and he has never lied to me! He explained that he would get everything working and have Rose contact me back once everything was accomplished. Rose informed me that everything would be taken care of after the new year and when I called her back today and wanted to know what was taking so long, keep in mind I did get sick of not having Sirius so I did purchase another membership, she told me that they could not do the 6 years, never apologized, and told me at this point that was never promised to me, even though I do have emails where she admitted that it was and had told me over the phone several times that she remembered. I called her a liar and hung up, I was so angry I wanted their corporate number because I wanted to make a complaint so I called back and the elderly lady receptionist is always extremely rude and would not stop interrupting me long enough for me to ask my question, she put me on hold then the call was disconnected. I called back got someone else who immediately handed the phone to Eric, he refused to provide the number to his boss or his name and said I could look it up myself because he refused to give it to me, began raising his voice telling me to take a deep breath and calm down. He told me that no one ever wanted his boss's number so he would not provide it and then told me to stop calling and hung up on me.

Pedro Cervantes-Schrom Jan 13, 2016

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

We recently purchased a 3-series BMW from Al Smith at BMW Henderson. Before we had a chance to ask to see cars, Al graciously offered us bottled water and we sat down to chat about what type of vehicle we wanted. When a vehicle didn’t quite meet our exacting criteria, Al continued the search for the perfect car for us. Al was diligent in his search for a vehicle for us and he often called us when he found a vehicle that he thought would meet our needs. Al found the beautiful glacier silver vehicle and we test drove the vehicle. We were impressed with Al’s professionalism and dedication to finding just the right vehicle for us. When we visited the dealership and Al was engaged with other customers, his partner Chris Avianeda was a great help in showing us potential vehicles. Another salesperson, Justin Sullivan, found us looking at cars (at the lot down the street from the main dealership) and stopped to ask if he could help and he stayed to answer our questions. Justin was very helpful. Pat Kennedy was very cheerful whenever I called or visited the dealership. Pat was very helpful and she knows me by site and name. That’s excellent customer service! Within a few days of our purchase, Al followed-up with us via e-mail and telephonically to check on our satisfaction with our vehicle. Al did a wonderful job of finding a car with all the options that we wanted. It was a great pleasure to buy a car from Al and we most assuredly will make our next car purchase from Al at BWM Henderson. I have purchased quite a few BMWs through the years and my wife says I’m a BMW fanatic. The “BMW genius” Garrett Arreola showed my wife how to “operate” the iDrive was simply great and he spent some time showing her the different features of the car and also paired my phone. My wife was awed when I called her while she was driving home—this is a great safety feature. Our entire experience with Al and the BMW Henderson staff was simply outstanding!

Theodore Harper May 7, 2015

I rarely write reviews. I write them when my expectations have clearly either been surpassed or when they have come in far below what I had hoped. So in this case, I have to admit, my experience was quite underwhelming. 3 stars is generous, although I did that because even though I wasn't happy, they didn't necessarily DO anything blatantly wrong, other than not meet my expectations. I've bought plenty of cars in the past. I've bought new and used. I purchased a used Infinity 3 years ago and had a way better experience than this one. When I walked into a BMW dealership, my expectations immediately went up, as they should, correct? I found the car I wanted online. I called and spoke to a rep there and basically handed her this sale. I came back the next day to drive it and was ready to buy. She was nice, but even that's stretching it. I was never once made to feel like an important customer. We were there through dinner time and although we were offered a bottle of water, my husband had to find a vending machine for a snack. I've been offered full meals before waiting for paperwork on a car purchase. So, we were made to wait, as usual, but were left for long periods of time without knowing where we were in the process or what was happening. Our sales person was not attentive. She barely seemed to care. Again I say, this sale was handed to her. She had to do nothing to make it happen yet acted as though we weren't important. And then there was the finance guy. As always, they are your best friend until you say no. We were chatting and laughing and then once we declined additional warranties, he barely looked at us. The friendliness was gone. We did our paperwork the first night but had to come back the next day and after we finished with finance, we basically just wandered out. Our rep was no where to be found, and we just left. She did call me the next day to apologize, but it wasn't like saying goodbye would have improved this much. It was all VERY weird and I certainly did not feel like I was at BMW. There was absolutely NOTHING about this experience that would bring me back. As a matter of fact, I can't think of a worse car buying experience, only because of the expectations I had. I don't have the same expectations from Toyota, although when I purchased from them, they were great! Maybe they treat all their pre-owned car buyers like this and maybe you have to buy new to get their attention, I'm not sure. But I will not go back and I was not satisfied.

Michelle Balicki Nov 18, 2014

This dealership did everything and more to get me the right vehicle. I had gotten a 2011 M3 from them in 2011 and was just 2.4 Months into my M3 when I got a call from the dealership inviting me to test drive any New Model BMWs as well a few models of their competitors (Porsche Mercedes etc) they had at the dealership for an event. I proceded to the dealership with an open mind. I was not intending to give up my M3 for anything as I really liked it. However, after my experience test driving several BMWs at this awesome dealership I realized a 2013 M5 was the car for me. I then went online to bmwusa.com to configured the vehicle I wanted with all options and sent the information to the dealership. Surprisingly, they were able to get me the same car at better price! They then threw in countless extras (free tints, sun visors etc) that replaced the headaches of getting a new car with the thrilling Pleasure of getting a new Ultimate Driving Machine During my purchase process my salesman, Sebastian exuded robust knowledge of the technologies in the vehicles and demonstrated them in ways that quickly connected with me as an Active Driver. He listened, responded promptly, and provided honest answers to all my questions/concerns. This enabled me to make the well informed decision to go for the M5. Beyond that, he looked out for little things that would have tripped me;- for example I forgot to remove my custom license plates from my traded-in M3. But before I could remember that, he already had it for waiting for me. He and this dealership also made my transition between vehicles as painless as I have ever had it. I usually fit my vehicles with custom radar detectors/jammers before I begin driving them--and that means at least half a day without your car. Again, my salesman was able to arrange that my brand new M5 be delivered to the radar installer so that I can begin driving it with radar protection after the installation. on top of that, he provided me a loaner to drive so I could get to the office while my new M5 was having Radar installed. Once the Radar was done I simply left the loaner at the Radar installer's shop and took my M5. This awesome dealership again sent someone to pickup the loaner while I was gone and enjoying my new M5 Few dealerships anywhere will ever provide this kind of experience. I have to give the highest possible rating for my salesman Sebastian and for this dealership. My experience this time far exceeds that of 2011 and speaks highly of the new Leadership at this dealership. I highly recommend; you will not regret stopping by

Foma-O May 25, 2013

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