Dealer 2-Year Rating

Overall Rating

2.9 / 5
Customer Service
2.7  
Friendliness
2.9  
Overall Experience
2.7  
Price
3.2  
Quality of Work
2.9  
Service
3.4  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Terrible dealership

By Charles on 6/13/2019 at 5:09 AM. Helped by Peter.

Worst customer service out of all the dealerships I’ve encountered. This place takes the fun out of car buying by a long shot. Take your business to an independent dealership like Sterling BMW for a hassle free experience.

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
3   Quality of Work

Service

By Beemer08 on 5/3/2019 at 8:53 PM. Helped by Linda.

It was an unpleasant experience bringing my 2017 X5 to this dealership for service. Personnel as well as service was not up to standard. Had an appointment but had to seek out someone after an hour wait for my turn. Took so long for just an oil change. Had a question about the vehicle but got no response. Used the be a good dealership (Shelly BMW) before it was bought by Auto Nation. I will bring my 3 BMW to Irvine BMW from now on.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Unprofessional Sales Manager

By J3nn22 on 5/3/2019 at 6:09 PM. Helped by Adaira E Raeisi.

Do not let sales managers bully you into buying/leasing any vehicle from them! Adaira E Raeisi is one of the most unprofessional sales managers I've ever dealt with. My husband requested specific information from Ms. Raeisi such as the money factor, residual, what rebates and how much were applied, etc. My husband pointed out that the money factor was much higher than what other dealers were offering. Ms. Raeisi had valid points regarding the increased money factor rate, however, her attitude was less than desirable. We are here to lease a vehicle, which requires negotiations (obviously). My husband was trying to negotiate the money factor with Ms. Raeisi. Once the question was brought up to reduce the money factor, it turned into an aggressive, rude, sales tactic of “I don’t need to sell this car to you because I’m going to make more money selling it to someone else.” It was a question, and a negotiation. My husband was left speechless and once he said “thank you” after her rant, there was not even a goodbye from her end. She immediately hung up the phone. There’s a level of professionalism we expect from salesmen and especially from sales managers from a high-end luxury brand. Clearly, she let her emotions get the best of her. Not fit for a manager position.

I would not recommend this dealer.

Overall Rating

1.6  

1   Customer Service
1   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

$130,969.10 CASH DEAL FAILED THANKS TO MGR: Uday Singh.

By Demon Shadows on 2/8/2019 at 8:31 PM. Helped by Sales Manager: Uday Singh. (RUDE AND NASTY PERSON) PEOPLE BEWARE! BMW AUTONATION.

SALES MANAGER: Uday Singh, shows signs that he has no business being a manager, nor should he be working with customer or people in general as far as selling cars. This person is very rude and unprofessional where I had no choice but to turn down a beautiful car deal and return my cashier check back to my bank. I could not see myself giving such a great deal to a person who was rude to me and shows low intelligence.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

10/10 Would Reccomend

By Bmill1 on 11/10/2018 at 7:39 PM. Helped by James Davison.

James is such a hardworking man who made my car buying experience so awesome- I am a very picky indecisive person & James was very patient and willing to go and get me every single car I was even thinking about looking at IN THE RAIN. Such a down to earth guy & memoriable expierence. I LOVE MY NEW CAR, they made it such an easy expierence!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Shelly BMW has been sold to AutoNation

By SteveS on 7/15/2018 at 12:51 AM. Helped by Maria, Mike Rich.

This afternoon, I had a question concerning my 2015 BMW 328d and my warranty documentation and then asked for a copy of my warranty documents. The gentleman with whom I spoke told me that Shelly BMW has been sold to AutoNation, which will take over the business next week. In the meantime, I was told that if I wanted a copy of my warranty information, it would either be located at Iron Mountain (wherever or whatever that is) or at IRVINE BMW, and I would have to call the new organization to find out. After I pushed back, he finally told me that he would find out and give me a call back next week. After the poor experiences that we previously had with this dealer's sales force, repair department, and General Manager Michael Rich, we have moved our service to McKenna Motor Company in Norwalk. My wife, who is the principal driver of our BMW 328d loves their attitude and their customer care. If you find yourselves lost in the corporate shuffle at Shelly, you might want to consider McKenna as an alternate.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Discrimination

By Liscet on 6/9/2018 at 9:51 PM. Helped by General manager.

In 6/7/18 was the worse experience at Shelly BMW. I suffered abuse from false pretense, false misleading information , discrimination, degrading and Harassment! . All in one day from a period of 10:00am-4:30pm. I stood up for my rights and was attacked by 4 men there. The salesman, Sales manager and Finance manager last but not least a man that was there through out the whole ordeal and refused to see me call me or Help me. General manager Mike. I walked in with 24k cashier check and Wellsfargo paperwork and over 4K cash. To walking out with them refusing To sell me the vehicle and calling the police because I lrequested all there requirements that were in violations to my rights to be in writing. I feel they treated me this horrible and like a crook All because I refused to allow them to run my credit to be financed w/BMW Finance Corp And didn’t fall for the bad salesman tactics. BMW Is not a reputable dealership to go to for Fairness equality or excellent customer service. They disrespected and degraded a Lonely Hispanic Female that they though didn’t know what she was doing. But I stand firm on my Christianity and do what’s right . I did Nothing Wrong but stand up to HARRASSMENT ! DISCRIMINATION AND STEROTYPE FROM BMW EMPLOYEES !!! And they shut the door to A GOOD STANDING AMERICAN CITIZENS!!! Born and raised. THAT lives life with the motto: WHATS RIGHT IS RIGHT AND WHATS WRONG IS WRONG..... honestly never thought I would have experienced sure horrible inhuman treatment from BMW

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Carlos Gonzalez in Service Dept.

By RebeccaB. on 5/16/2018 at 4:04 AM. Helped by Carlos Gonzalez.

I have taken my X3 on several occasions for my regular service and services due to minor repairs. Carlos is so stellar at customer service, he is an absolute all star. He is right there with me with a warm generous spirit, from drop off to pick up. He is super detailed about what was wrong, what was repaired, all the whys and all the how's. He gives me piece of mind that my X3 will be taken care of like his own. And it always is! I love his kind spirit and sense of humor, it's like icing on the cake. I wouldn't take my X3 anywhere else, the whole department is staffed with great people! I've never left that lot with any forgetful aspects from the service dept. The repairs are always done in a timely manner, and done very well! Job well done guys!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

SHELLY'S BMW are CROOKS

By Frances on 3/24/2018 at 7:30 PM. Helped by Mike Rich.

I was a long time loyal customer at SHELLY'S BMW until THEY CRASHED MY X3, that I purchased back on 9/28/17. I had taken it in two weeks later to upgrade the rims & was told my X3 would NOT be taken off the lot. THEY HAD MY CAR OVER 3 MONTHS FOR UPGRADE/REPAIRS. I WROTE LETTERS/EMAILS TO THE GENERAL MANAGER & WAS COMPLETELY IGNORED. I WAS ASKING TO HAVE MY X3 REPLACED, BUT THEY WOULD NOT LISTEN. It was also difficult to speak with the staff. THEY RARELY RETURNED MY CALLS. A MAJORITY OF THE TIME I WAS IGNORED. I ALSO PAID FOR MY OWN RENTAL FOR A TIME. I was also told they would pay for damages & NOT REPORT IT TO CARFAX. I TOLD THEM THAT WAS FRAUDULENT & how could they do that. TO DATE THEY HAVE NOT GIVEN ME THE POLICE REPORT AFTER REPEATEDLY ASKING FOR IT, NOW I KNOW WHY. I RECENTLY MANAGED TO GET IT MYSELF & FOUND THE EMPLOYEE WHO CRASHED MY X3 DID NOT HAVE A DRIVERS LICENSE. At the end of this ordeal, I attempted to trade it in. THEY WERE GIVING ME WAY LESS THAN WHAT I PAID. SHELLY'S BMW are crooks. I will NEVER purchase another car from them!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Israel in Service

By mackkkkkk on 2/28/2018 at 6:04 PM. Helped by Israel Garcia.

Israel is very knowledgeable and helpful when it comes to servicing my car. He is very precise with his work and makes you feel like a friend at the same time. Definitely recommend seeing him when you want to bring your BMW in. Side note: he kept me updated while my car was in for service.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great service

By DirtyFochozero on 2/27/2018 at 10:39 PM. Helped by Israel Garcia.

One of the best service advisors goes to Israel Garcia at Shelly bmw due to his prompt responses and updates thank you for all your care

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best Service Advisor

By CHAD W DELASANTOS on 2/23/2018 at 10:40 PM. Helped by Israel Garcia.

Israel Garcia is hands down the best service advisor I have ever delt with. I have owned a number of different luxury brand cars and I have never received the premium service that I get from Israel. I can call him on a moments notice and he can get my car in and have a loaner ready for me when I get there. He knows how to follow up and update me as to what is going on with my car. When I go to pick it back up, he has it cleaned, vaccumed and waiting for me in the front. As long as I own a BMW I will always take it to Israel Garcia at Shelly BMW!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Service

By Kenkenyo on 2/17/2018 at 1:59 AM. Helped by Israel Garcia.

Greatest service advisor I’ve ever come upon. Israel told me what I needed and what he would recommend. He didn’t give me any additional and unnecessary charges. Definitely coming back again.

I would recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

I'm always disappointed by this Dealership.

By wfojas on 2/6/2018 at 1:46 AM. Helped by Steven Choi.

I think this dealership has good people, but is badly run. I have gone more than seven times to them for service, maintenance and recall work, and for some reason they are not able to give me an accurate estimate on when my car will be worked on. I preschedule for service that should have taken 2 days, and they keep it for 6, the reason being the only mechanic that could work on my car was backed up. If this was an emergency, I could understand, but it was scheduled service. This has happened numerous times in the last two years. I will not get accurate status or feedback, and as a corollary, when they call, you have to pick up the vehicle within a limited amount of time, or be charged for not returning the loaner, if they have a loaner. They also did service repairs that they probably charged BMW for that wasn't necessary. On a lease return where I had a week remaining, I asked them to get a few warranty parts that could be replaced in two minutes. They held my vehicle for a recall which they didnt have to do, as it could have been done on my return, did not offer a loaner, could not give me status for the replacement. hen they found out that there were faults that could be escalated, they wouldn't release the vehicle (which is understandable) and left me in limbo for 2 days before I had to make my own transportation arrangements. NOTE: They did not have to hold the vehicle, there was no visible issue, just codes they pulled from the OBD that could have indicated an issue, and I had 8 days remaining on the lease. Of course, BMW Financial would not reimburse that part of the lease payment, so... The last deal was a lease return, where I had previously called in to get information. I come in and am told, no, we will not take it. For a second, they made it seem like I was lying about previously calling. In the end, I was told that I could not return the vehicle to them as a) I didnt buy it from them and b) they had no space, even if they have a recording with their people stating that I could come by before 630 PM that day, and leave it. It was documented they were in error, and they refuse to honor it because, well, because they have no commitment. They said the person I spoke to wasn't properly trained. They smiled to my face, but you understand that they understand that they made the mistake, and were refusing to own up to it, and knew you were a bad situation, they made no money from. The guy speaks on my phone to get Siri to call another dealership. Didn't help with the call , didn't say that they were sorry for the inconvenience and the mistake. Then they go to the back room to hide away. Cause you weren't worth their time Which is the core of the problem with this dealership. If you sell $50,000 cars with 11% margins (or more) you should invest in having your people provide that service properly. Improve your communications internally and externally. Bend over to provide exemplary customer service. Make sure that you are exceeding customer expectations. Its not the people, its how you expect them and train them do conduct the business. Before you fork over your hard earned cash, remember that they will serve you to the extent by which they want to, which will continue to disappoint every time. The ratings, are unfortunately, accurate. For someone who has owned a lot of BMWs ( I have 3 right now), its a big deal for me to say that this could turn me off the brand.

I would not recommend this dealer.

Overall Rating

2.2  

1   Customer Service
4   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Disappointed

By Ronbo on 5/7/2017 at 10:03 PM. Helped by Ethan & Ilona.

Purchased a preowned '16 vehicle with no price haggling. Came with 1 key fob. When I asked for them to split cost ($150)for an eBay second fob they refused. That's chicken - - - -.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Derek Dicker is the guy, call him

By chenxw113 on 2/19/2017 at 5:04 AM. Helped by derek dicker.

We have not bought a car in here eventually, but I appreciate the help from Derek Dicker and Jonathan, for their introduction and search on varied of options. If you are looking for a BWM, Do find Derek from Shelly BMW, you will get straight forward best deal in town. He is just so nice.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

False advertisement

By samg on 8/28/2016 at 8:10 PM. Helped by Darren and Tuan.

Be aware of false advertisement from this dealer! The APR rate of a CPO 2013 750LI is 1.99% for 60 months, and that'w what I was told before I submitted my application. My credit is tier 1 credit and I meet all the requirement. After running the credit, Derek from the internet sales informed me that the APR is 2.99% for 60 months and not what they initially told me 1.99%, even thought my credit is a tier 1. I called 2 other dealers and BMW as well and confirmed that the rate in 1.9% for 60 months on tier 1 credit. I was told since they give me a "good deal" on the car, they needed to raise the APR. It's a joke!!!! I tried to contact the GM or the manager in charge and I got no answer back! I wouldn't recommend this dealer as they play games!

I would not recommend this dealer.

Overall Rating

1.6  

2   Customer Service
2   Friendliness
1   Overall Experience
1   Price
2   Quality of Work

you will be sorry !!!!

By Bwise on 4/2/2016 at 8:54 PM. Helped by carlos---very polite.

Don't get caught up with these people!!! The cars are gorgeous but if anything goes wrong you will pay outrageous prices!! They will quote you one fee but you will be bailing your car out to get it back---with added costs you were not expecting!! It's obvious the owner of the business is only interested in your money---and golfing!! The waiting area was filled with ONLY golf and wine magazines---and the TV did not work. The other area of the office is filled with golf shirts---how tacky!!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Bad taste and Bad Deal!!!

By Abeeecarrrr on 3/26/2016 at 3:01 AM. Helped by Carlo.

Dont buy or lease a car from this dealer thhe are rip off artists. If you lease from them you are really in for it. Steer away from Shelly they suck????

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

You'd be wise to steer clear of this place. Read on

By Jdallas887 on 3/12/2016 at 6:39 AM. Helped by Domonique. Never got the name of said "manager" who approved my deal, then decided to backpedal and waste my entire day..

READ: I called to inquire on a currently in-stock New 2016 M235i, and spoke with Domonique in sales. He was courteous, and answered my questions on said vehicle - side note, they poorly describe some of their vehicles in inventory on their site, as was the case with this particular car. After answering my questions, I asked Domonique flat out, "Since your dealership is about a 2-hour drive for me, would you mind negotiating a deal over the phone?", Domonique was reluctant, as can be expected (They like the customer to be there in-person), and to be blunt, I, too, prefer to deal in-person; But in this case, it was too far of a drive for me to waste my time or theirs, should we fail to reach a deal. I offered Domonique a compromise: If we could agree on a deal over the phone, I'd gladly give a credit card deposit then and there, to show good faith on my end. After approximately one hour of negotiating, and a few returned calls while he obtained "permission" from his "Boss", we were "GOOD TO GO" on our agreed upon deal. To be clear, I - AGAIN - went over EVERY DETAIL of our deal, and covered every item with Domonique so there were no misunderstandings, and every part of the deal was rock solid - prior to my 2- hour journey to this dealership - And again, Domonique verbally CONFIRMED our deal. So I arrive approximately two hours later and we begin the process (Credit App, test drive, etc..), And mind you, I'm under the impression, based on Domonique's (And his managers') confirmation of our deal earlier, that I was there to simply sign the papers, trade my car in, and get my new car. Instead, Domonique, re-enters his office after a short absence, and presents me with two (2) separate offers for me to choose from - neither of which were even REMOTELY related to the deal we AGREED UPON over the phone. Bottom line, I got the xxxx out of there while they were still trying to Re-negotiate the deal to their advantage. This is, by far and away, the most unprofessional BS I have experienced in my life. This is a xxxxxxx dealership, and I can't stress enough for you to take your business elsewhere, even if it a xxxx cross-country excursion! Shame on me for not having them first email me our deal 'In Writing' before I ultimately wasted Six (6) hours of my time, but lesson learned!! I wish there was a Negative star option. One star is too many. And I'd like to add the fact - for anyone wondering - that I am a tier one, 'upper' middle class buyer. These people aren't stupid, although Domonique did his damnedest to 'play' dumb, pretending to 'misunderstand' or simply Not Remember KEY ELEMENTS of our pre-negotiated and confirmed deal. The cold/hard truth of the matter, they realized I was getting a great deal and decided to play stupid and backpedal - figuring I MAY compromise after a ridiculous 2-hr drive. Negative! Off to the forums!;)

I would not recommend this dealer.