Hansel BMW of Santa Rosa

Reviews 4

A

A Private User

Dont make the same mistake twice like I did. About year ago I took my Touareg to them for engine coil recall and while they had it why not change the oil, rotate/balance the tires and throw a car detail in there too! Sounds simple enough right? I get them car at 7am pick it up at 6pm at the tune of $375 the was 150 over what the estimate was.. Ok whatever! Its friday night and I have a date with my wife so I want to get the heck out of there. But as Im driving the car I notice the carpet really didnt look vacuumed and the consel didnt look even wiped down and windows certainly wernt cleaned! WTF! Ok lets take a close look of the outside, well that looked like crap too! Nice $50 detail or lie I should say. But it gets better, as Im driving I notice the burning of oil smell so I check the dip stick and the oil level is completely overfilled and the oil doesnt look like fresh synthethic oil should look like, kind of a little dirty already! Crap they didnt undo BOTH drain plugs the V8 touareg has two! So they obousily only undid one of them and then put 8 quarts of new oil in but oil pan wasnt completely drained causing the overfilling! BUT theres more... upon checking the oil I noticed the engine cover was very dusty and had not been removed! There is no way they could have changed my ignitions coils without removing the engine cover!!! WOW WTF! Oh and they didnt rotate the tires or balance them! Took the car back they claimed they did the recall work, "oil was just a little over filled" and rotated and balanced the tires and gave me $150 service credit... That I thought would be worthless cause no way in the world I would ever take my car back there! or not ........ ROUND 2 Year later throttle would cut out cruise control stopped working alright I give them another try... Man Iam stupid. The quote was for $400 to diagnosis the problem and once again change the oil (yes I reminded them there are 2 drain plugs!) and he was going to throw in a chassis adjustment and brake check. Ok whatever. Drop the car off at 730 am get the call around noon with the news that throttle problem was fixed with an ECU software up date... the cruise control problem was a faulty brake sensor... oil changed.... Grand total 894.00!!! WTF (They also wanted $1,200 to change the front brake pads that I can do and have in 30mins at a cost $100.) Wow there claiming the software update was $268 and the brake sensor was $153 (that I found online for $38) The funny thing is I was going to buy my wife a new passat tdi but after this NO WAY! Do yourself a favor and stay far away from this place!

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RO

Robin Shantie

The service department is incompetent, negligent, and overpriced. I don’t take joy in writing such a harsh review but feel as though my safety was put in danger because of this establishment. On the other hand, I learned that both the local Meineke and Les Schwab are polite, knowledgeable and accommodating. A month ago the Hansel Subaru dealership said the car needed 3 new bearings and all new tires. They replaced the left rear wheel bearing as it needed immediate attention. The rest could wait and was cost prohibitive. A few days ago I stopped by the Les Scwhab to inquire about new tires. After a free inspection they told me the left rear wheel bearing (the one that was just replaced) needed immediate attention. The next morning I went to Hansel Subaru and asked them to look at it again. They begrudgingly agreed to take a look. After an hour or 2 I was told the left rear wheel bearing was just fine. Instead of a properly working car I left with a piece of paper saying Les Schwab “misdiagnosed” the left rear wheel bearing. So I had to go to a third shop. The man at Meineke took the time to explain everything to me and showed me how bad the problem was. When the car was lifted the left rear WHEEL EASILY AND OBVIOUSLY SHOOK WHITH MINIMAL EFFORT. I know little about cars, but even I know that things go better when the wheels are attached. I returned, again, to Hansel Subaru. This time they listened. Finally. I was told that the tech who did the faulty installation was the same tech who did the double checking. Apparently he just didn’t take the time to shake the wheel. I left in a rental car because THE SERVICE MANAGER FELT THAT DRIVING ON THE FAULTY BEARING THEY INSTALLED A MONTH PRIOR WAS A SAFETY HAZARD. I have been assured that I’ll be reimbursed for the extra fees the rental car company added, but we’ll see. For compensation they offered 20% off the other 2 bearings it needs. THE DISCOUNTED PRICE IS HUNDREDS MORE THAN THEIR COMPETITION. I understand people make mistakes, but this crosses the line of what is acceptable.

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MA

Matt Marshall

My girlfriend and I had been looking around for a new car for her for a few weeks, and BMWs are a bit out of her price range right now, but we stopped into Hansel BMW on a whim when we were out last week anyway to take a look. First off we talked to a product specialist named Nate Lee, who was wonderful. He was able to answer any questions we had about any of the vehicles they had on the lot, even though some of them were not BMWs that came in for trade. He took us all around the lot to look at cars, and also guided us through Hansels online inventory, and then took us out to look at the cars on the lot again. After Nate found a couple cars for us to look at, we then also started interacting with their Sales Manager Marty. Not only was he an extremely pleasant person, but also came off as a calm and collected salesman. After a couple hours at the dealership we ended up leaving without buying anything, but it certainly wasnt for lack of the dealerships quality or credibility. By the end of our time there we had found a couple of cars to think about, both of them were actually from a different Hansel dealerships lot, and a great experience under our belt. Both Nate and Marty were joys to work with and proved to be great allies throughout our consideration process. Never did we feel undue pressure to purchase, and we always felt that our voice was being heard. We felt as though we were being dealt with honestly and with respect the entire time. We have been to other Hansel dealerships and found this experience to be the brightest by far. If we end up ever finding a car on any Hansel dealerships lot, Nate and Marty are going to be our first call. Even if you dont think that you want a BMW, if youre looking for a car just drop in and see them like we did, and I think youll at least be pleased with your experience.

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ED

Ed Chio

This is my first review on Google because I finally encounter someone who is worthy enough for me to spend the time to write a review. My fabulous customer experience with BMW has started on a Saturday afternoon in September 2015 feeling the impulse of upgrading from a babied, meticulously-conditioned Z4 to a newer one. I called Hansel BMW and Client Advisor Kelly Kimberly invited me come in to see what my options were. I was very aware of my budget and my car’s trade-in value and I made up my mind that I was not going to take anything less than KBBs suggested trade-in value as I stepped into the dealership. My first meeting with Kelly Kimberly was very pleasant. He was willing to listen to my concerns and understood my budget. He worked diligently with his manager and offered me what I asked for. However, the 2015 version was not available at that time and only the 2016 version was available. Purchasing the 2016 version would have put a squeeze on my budget. Furthermore, I didnt see the reason I should pay a few hundred dollars more a month for essentially the same ride. I respectfully declined and asked for more time to think about my options. Kelly was caring, compassionate, and hassle-free and offered to keep in touch. I returned to the dealership the second time a week later to discussed my concerns with Kelly once again that I would like to stick with my budget and I would not compromise with a 228i. It turned out that he had been pulling strings and utilizing his contacts to find me a brand new 2015 BMW Z4 and the only one available was 1000 miles away. We were able to work out a deal that met my needs and my needs were very strict and specific. Thank you Kelly Kimberly! You are the MAN!

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