McKenna BMW

I recently had an issue with my bmw I lost my remaining key. So being a BMW who better to service my car than a BMW Dealership. I called the dealership they tell me to come in (Shelly bmw). I take my registration and ID as it is required to purchase a new key. 3 days later my key arrives they call me to pick it up and instruct me to place key in key slot for 10 seconds and my car should recognize my key, not the case I call the dealership (Shelly bmw) they tell me I need to have the key programed to the car .OK I have it towed there and they tell me the key is not working. I explain I’m aware of this that’s why I towed my car there. They tell me there will be a diagnostic fee to tell me what’s wrong I tell them I lost my key purchased new key it’s not reading it that’s what’s wrong. But I authorize the fee they tell me my car is dead not responsive. My cast might be faulty OK that’s fine because I just had it replaced so it’s under warranty. they tell me it’s not under warranty because I don’t have 2 sets of keys that came with it advise the service advisor that I never received any extra keys .I ask if they would be on my invoice he said no so I ask then as a customer how am I suppose to know that it comes with 2 keys? He said they should know meaning the dealership that replaced my cast computer. So he tells me they require an additional diagnostic fee which is a standard practice. I tell them to stop working on my car because I was not going to authorize additional fees. And would have my car towed to McKenna BMW at 10 900 Firestone blvd, Norwalk, CA. 90 650 (562)868 8648 I spoke with Service Advisor Daniel Saldana I explain to him what happened he said bring it in will take care of it. I’ve had a few BMW’s first one was purchased at McKenna in Norwalk and had never had an issues as far as customer
Saldana and his team of professionals went over my car keeping in constant contact with me on the progress of my car while always maintaining I’ve high level of professionalism. i am happy to say that today I picked up my car which all repairs were covered under
McKenna BMW I would like to say thank you, your staff made me feel like a friend rather then a customer, Mr. Saldana also found out I served in the Marine Corp and I was given a veterans discount the last time i was here which I had no clue BMW did .but the best part was he thanked me for my service. You have a customer for life I have other family members and friends who also own BMW’s and they have all said McKenna is where their next BMW is going to come from thank you again sorry for the long story just wanted people to know how great the customer service was. Dealing with this was a headache until I contacted Daniel and he said no worries. So I didn’t. So I side from being the ‘ultimate driving machine’ they also provide ‘ultimate customer service.

On May 31^st I had the worst experience regarding car buying. I have dealt with Audi/​Mini/​BMW other dealership so far. I have received excellent service as you would get from a premium brand like BMW.
McKenna BMW despite confirming a deal over email (Andy Lin was the sales person), when I showed upthere and did my credit application, after 30 minutes they didn’t sell the car to me. They just told me the price they quoted me, they would loose money on it!!! This caused me, my wife a lot of mental stress. We felt betrayed and discriminated. And we already are in BMW family via a mini cooper (which we custom ordered and was a limited edition car).
We wanted a certain color combination. There was no car with above exterior and interior color in the San Diego county dealerships. Since San Diego county dealership couldn’t catered to my preference, I extended my search in the SoCAL area dealerships.
I found McKenna BMW has a very matching inventory and I contacted them via Edmunds.
I got the certificate from Edmunds with price promise ID. Edmunds was giving discounts of 5.5K on top of that McKenna BMW offered $ 1000 rebate towards the loan if I finance through BMW (though I got approved at 1.47% rate via my credit union, i thought why not because of the rebate). Then I asked whether they can apply the employer’s corporate discount. The sales person confirmed positive after talking to his superior (who happens to be your internet sales director). He also added that this deal with Edmunds/​BMW/​Corporate discount will expire that day (5÷31÷16). I asked him to confirm over email after checking with his manager and he did so. I live about 2 hours from the dealership, since I was tired looking for the right car (which enables my cancer patient mother in law, my wife and 8 month old baby to sit comfortably, which they cannot do due to shorter
legroom in our then family car Audi A4 Quattro), I decided to do it despite it was 2 hours away. Called my wife to accompany me to bring the Audi back to San Diego, as I was motivated to buy the BMW today. We asked the nanny to work late who was taking care of our 8 month old. We left work earlier to make this transaction happen.
When we showed up in the dealership driving through the terrible socal traffic, we completed all the forms (credit application, etc) with the understanding that McKenna BMW is selling us the car. We test drove the car and wanted to finish the deal. When a BMW genius was playing around with the navigation, the sales person came in and told me that he has to apologize that he cannot sell the car at previously quoted price.
After discussion with his manager (Calvin Lau), the manager said he would be losing money on the car and he will be give us 20 bucks for gas (how disrespectful it was!, we were given a quote, we drove down 2 hours, made arrangements to take care of my mother in law and the baby, and they chose not to honor their own quote and wanted to buy me with 20 bucks). Also they were not giving me the piece of paper which has our driver’s license, insurance card and social security number, which was provided to them when we were in understanding that they will sale the car to us. This is deception and plain dishonesty. They ran our credit (which as we know came out to be stellar), kept all our information had us drive over there, and offered a 20 dollar gas card!!! Also not to mention, Andy was not at his best behavior.
So I sent an email to the GM. I got a call from this lady Anna S, who was very condescending from beginning. And she was constantly lying like her co-​workers (like ‘I left you two voice messages’, while she only left one). She said they can try to meet halfway when I proposed half-​way for the corporate discount (which is lower than what was there in Edmunds price promise). After talking back and forth, I realized even if they offer the best price, I wont buy from them because of the experience. I asked for an official letter conveying their apology and they agreed. Two weeks since then, there is no email or letter from them yet. I called back Anna S. picked up and suggested that she would call me back. Which didn’t happen and then I made my last follow up call, she picked up and told me I can see that you made three missed calls (well, I did two calls, all of them were picked up) and she couldn’t provide any reasonable answer for the letter. She said she would follow up.
So in summary, this dealership has problem with
1) Pathological lying
2) Problem with numbers, be it $ amount or number of calls
3) Honesty (lack of it)
4) Sense of time (still not letter/​email from the management/didn’t bother about the time they wasted for me)
5) Being respectful to the customer (offering $ 20 gas card, really?, using condescending tone)
I would steer way from this vitriolic dealership. I got my BMW from another dealership where they were professional/​honest/​respectful.

Kudos to all the mechanics and assistants from BMW McKenna at Norwalk for their honeslty. I accidentally left $ 300 on the side storage area of the door when I took the car into service. Vehicle was there for 4 days and the money was still in the same spot. Also, Daniel Saldana is an awesome service advisor. He truly knows his stuff and was very helpful in which he provided excellent customer service.

Service Department: Absolute worst customer service I have ever had. Bad attitude from the start. Had my X3 towed there just a week after warranty expired. The female service advisor had a bad attitude and spoke to me in a condescending manner. That afternoon I received a call from her that I needed a new transmission for $ 8200 and «various other issues». She stated, «this is going to be well over $ 10,000 it’s going to be a lot of money!» She said this in a way that made it sound like I had done something wrong. 10 GRAND… WHAT??? I told her that was well over what I would be sending a tow truck to pick up my car to take it to a local shop for a second opinion. When the tow truck arrived they did not have my car ready and the tow truck had to leave. The tow truck was then sent out a second time and again they did not have my car ready and actually said that they «couldn’t find my car». Finally the third time the tow truck arrived my car was available. When I took it to a local shop in Costa Mesa the problem was a manual lever that is a known issue with BMW transmissions. The cost to fix it was $ 800. Not the $ 8200 transmission overhaul Mckenna quoted. UNBELIEVABLE!!! Service manager was a total jerk when I followed up. Car runs great now– never again will I go to McKenna!!! STAY AWAY

I suspected something was wrong with my vehicle, so I decided to take my vehicle in for an emergency inspection. I was helped by David Salzle, Jessica Rodrigues, and Dania Montes De Oca. These three were very courteous and provided me with an exceptional customer service experience. I didn’t purchase my vehicle here (I wish I did), but I continue to bring my Audi here for service because of the excellent customer service and care I’ve received.

This place is a ripoff. Don’t take your car here. I had taken my Car to a independent BMW repair shop and a certified smog station. They had told me that the the problem with my car was the four oxygen sensors were not reading properly. This BMW shop told me my car had a different problem that was causing the O2 sensor is not to read. After they did the repairs they came back and said that there was another problem and it was because my wiring was bad. This was the same problem that the other shop had told me, that this place had said was not a problem when the first repair was done. Instead of being a $ 2000 repair they ended up charging me $ 4000 to do repairs that were not needed according to the other BMW shop and a certified smog start station. This place is a total rip off, they overcharged customers.

Today i went to drop off my 2015 BMW 328m sport for service without an appointment. I was greeted by Carlos Braides. I told him that my car needed service but that I didn’t have an appointment. He said that it was no problem and he would take care of my service needs. I then asked if a loaner was possible and he said sure that it wouldn’t be a problem. I want to commend Mr Carlos Braides for his excellent. EXCEPTIONAL customer service. He then transferred me to Charlie Kim an assistant service manager he also greeted me with great customer service. He asked what concerns I had other than the regular service needs my vehicle needed. I explained my other concerns and he said that everything will be taking care of. I was in a rental and driving home in about 20 minutes.
Thank you for respecting my time and for treating me like a customer. A McKenna BMW customer.

Had Chris as our salesperson. Absolutely helpful and service he offers is excellent. We bought a 4 series and the process was amazingly quick and easy. They have a small café within the dealership with a really good menu and we were provided drinks and lunch. Wow it was an actually pleasurable experience buying a car here.
I’m adding to this review for Danial in the service department. Exceeding excellence Danial related to me when my car parts arrived, the time it would take to replace it and called me several times to work with my schedule.
When I was there he was accommodating, attentive, and went out of his way to assure me that all I had to do was call in advance and he would set everything up.
In a world of buttons, menus and mechanical voices having this personal one on one service is exceptional.
I’ve been to many BMW dealerships over the years but at McKenna the service is par excellence.

I recently ordered a 2016 BMW M235 for European Delivery through McKenna.
I was expecting this to be somewhat complicated due to the nature of not only getting the car ordered correctly but also scheduling the pick up in Germany several months in advance.
I’m happy to say that Dave Watson did a fantastic job and everything worked out exactly as planned.
I will definitely go back to McKenna for my next car.

This is the worst dealer in cali the cars are expensive and they dont even come and help you you have to go looking gor a sales person in order to get info on a cars price

I just got off the phone with there Service Manager John. I asked him regarding the maintenance period for my first oil change. He was polite and very informative. He did not try to lure me in for Bogus services like other dealers.
This is my 7^th BMW so trust me when i say Good Service is hard to find. This review is only for the Service department. I can not comment for the Sales department at this time. Thanks

This review is for my experience with service Dept. Only.
They need to improve their service in many ways.
1. There was no one at the service entrance to greet customer. It took 5min to someone notify me on Saturday morning.
2. They told me they have 5 series for loaner car when I made reservation over the phone and it ends up they only have 1or2 5 series at the location and rest are all 3 series or X1.
3. Loaner car was not even washed and dirty.
4. I only spent less than 10 mi with loaner and they told me I brought the car with less gas and they will waive this time only. This guy follow me to the cashier register to tell me that. (most of other dealer don’t even mentioned that to their customer with less than 10 mi. usage of gas)
5. Don’t have complimentary water… later I found out that they give you at the café which most of the people don’t know.
This was My first time experience with BMW Service and I have several with Lexus and Benz which is much professional.
I think this is not the service you expect form Luxury vehicle dealer.
I will try other BMW dealer next time.

What can I say. McKenna BMW is the real deal. Customer service as good as it gets and I cant say enough good things about my SA Charlie Kim.
After dropping my son off on a Staurday in Santa Ana for Spring Break I noticed my car was making an unusally loud rattle and was experiencing a dramatic loss in power. After hearing several good things about McKenna and being in the area I decided to drop by and see if my car could be inspected.
McKenna is very easy to find and upon arrival I was greeted by Charlie who listened to my concerns and outlined an action plan for diagnosing the car. After learning I was from the Bay Area Charlie was able to provide me with a rental car through one of their partners.
Monday morning I was made aware of what my issue was, advised that the parts were still covered under an extended BMW warranty and that the car would be fixed within the next day or two. By Wednesday afternoon I was back in the LA area picking up my baby. The car is running perfectly and was even washed!
I cant say enough good things about the staff and service provided by McKenna BMW and I’m even considering making the drive back down when I’m ready to upgrade to an M3.
If you’re in the LA area and want exceptional and timely service I would HIGHLY recommend checking out McKenna BMW and ask for Charlie Kim!

Just did a lease return at Mckenna with Suzette. It was quick & easy. She thoroughly checked the car and explained everything to me so that I understood the entire process. 15 minutes in & out. Offered me some coffee, water, and a ride home. She is a superstar, and the sole reason why im considering getting another BMW with McKenna.
The service department is fabulous as well — Carlos and Robert are absolutely the best in the business.
I have other high end vehicles — Maserati, Mercedes, etc. None of the experiences come close to Suzette and the service staff at McKenna.

I love Lori at reception very friendly, I’m giving 3 stars because I had to deal with slow & rude customer service in the parts department on 2 separate occasions. I’m surprised though because the operations manager is awesome!

Leased a 328i with james and had a great experience. I did 90% of the transaction online. If you have little time and patience for buying cars i recommended james.
He will take care of you.

This is by far the very best car dealership, I’ve visited/​purchased a vehicle from no hidden charges, absolutely a high class/​professionals and they treat there clientele with lots of courtesy and respect.
My salesman was me Steve Cheng, once again extremely professional and absolutely no hidden agenda on there side, all disclosed up front .I’ve purchased a 2015 b m w and extremely satisfied.

THANK YOU MCKENNA BMW!
I finally got my brakes fixed under my warranty. Crevier refused to do it. Shelly wanted $ 150 just to look at my brakes. McKenna took care of everything and then some.
I made an appointment online and got a reminder via email. I prefer a phone call. Showed up a lil late and nobody at the service drive greeted me. Walked inside and signed in. On my confirmation, Claudia Ramirez was suppose to be my advisor but I never met her. Robert Sayasit came up and greeted me. Excellent customer service! He was very professional and went through everything about my car.
So I got my brakes done and an oil change as well. All under warranty. The whole thing took only 4 hours. I was offered a loaner but I declined. While waiting, I ate at their café. I had a breakfast plate that consisted of eggs, bacon, sausage, hash browns, toast and OJ for a lil over $ 5. It was good too!
When my car was done, Robert walked me out. My car really was done, no waiting at all. The complimentary car wash was great too. No water streaks plus TIRE DRESSING! I was surprised because dealerships don’t usually do that.
This dealership is clean and feels very classy. Lots of glass walls and wood. Every single person I talked to was super friendly. Definitely a positive experience here.
I’ll definitely come back to McKenna for warranty services.

I would give this BMW Dealer 0 stars if that was an option. I waited 3 hours just to get an oil change only to find out that the oil was not changed at all. They tried to play me, charged me, took my money and returned my car with the same oil I came in with. Supposedly all customers get a complimentary car wash but even with a 3 hour wait I received my car dirty and unwashed.
I do not recommend for anyone to get their car serviced at McKenna BMW and if you plan on buying your car here good luck!

I don’t know what happened in 2 years, but all of a sudden, this dealership makes you wonder if I was there 2 years ago…
Got a letter from the GM: Greg D.
So I went into see if we can trade up.
Sales rep: Ernie M. wouldn’t even take a look at our car.
Says bring it back in 6 months.
Gives us a test drive in a new X4 which we love.
But not the correct options.
Wouldn’t even show us the X3 diesel or better optioned X4.
And then gives us a business card and says call me.
Later!