BMW of Fremont - Service Center

Simon Chen was very helpful, give good advice to us, very courteous and great fast service and the promise delivery was met courteous and great fast service and the promise delivery was met More

Awesome customer attention/service! Kept me updated every step of the way! Completed on time Kept me updated every step of the way! Completed on time More

It was very kind and excellent service. It's a service that leave me full, satisfied and happy. It's a service that leave me full, satisfied and happy. More

First let me say. I originally wouldn't have written this. But BMW has sent me 2 requests for feedback. I had sent an email to the Director of the Service department, I originally wouldn't have written this. But BMW has sent me 2 requests for feedback. I had sent an email to the Director of the Service department, I received NO response. So here was my issue : Hello Dxxx, My name is Dan Kxxxxxx who owns a 2021 BMW Z4 that you help get into the system at Fremont BMW. Not sure if you remember me. But you told me how to handle the transfer of the Care+ Maint Coverage Plan. I really need to voice my unbelievable shock on how your Service Team handled my car/appointment over the last 2 days. I’m going to list out what has transpired over the last 2 days, and you decide if I have a reason to be dumbfoundedhow I was treated. Tuesday (8/8/23) 8:30am Had a scheduled 8:45am appointment- dropped off early. Axxxn asked if I wanted to stay. I said no I’ll leave it. Text me with any update. I got my own Lyft back to work. 3:00pm never received an update. I called and was put on hold twice. 2 different women. After 10 minutes they just disconnected me. I told the 2nd one what happen and said she’d get an answer. Her name I think was Danielle. She too just let it disconnect. Didn’t write the first girls name down. 2nd indication there’s a problem Now at 4pm I got a Lyft back to BMW. I see Axxxx and he acts confused. Said he needed to check. I said it was an 8:45am appointment. how is it he has no status. He went to the back to find out. He comes back and says they still need to run Diagnostics. Sorry. That’s a lie. He original asked if the Service Tech in the back was still there, since he never answered the phone. The other Tech Axxxx asked , laughed and said : no its after 4:00pm he's gone. So nothing was done on my car for the entire day. Why make an appointment? I would prefer if someone said sorry Mr Kxxxxxx, We screwed up. But to lie and say that. Come on. I’m not and idiot. He gives me a loaner car to go home, for what should have been a 3-6 hour process. BTW . The loaner car spelt like an ashtray. I’m a non-smoker. I left it with Axxxx, stating my car should be first in the morning. He said yes. Wednesday (8/9/23) 12:00 noon Day 2 no update from BMW. Again called, place on hold in the morning. No response and disconnected. - How can this happen 3 different times. I have to physically drive there to get an update ! Again, Axxxx is clueless and says to me, has anyone called me with an update. I tell him no , and I even left a voice message on his phone. Isn't that his job? He again calls where supposedly my car is being worked on, no answer. He goes back to that building. He comes back and says they haven’t started working on it yet. At this point I am just shocked at this guys lack of what is now respect. I tell him to just give me my car back. I’ll go to another dealer. That then takes another 20 minutes just to get my car! Dana, I manage an org of about 120 people. I manage multiple teams within my org. I understand the need to follow through on things. The lack of attention and respect was just unbelievable. I’m 63 years old and have never experienced such a poor service team. I would hope that you would look into this and see what can be done to make this team BMW worthy. I know I am frustrated. No, out right pissed off, so I know it's not everyone on your team. But the 3 different women that let me sitting on the phone until it disconnected need help and Alvin really needs to get his priorities in order. Sadly, I will be setting up my car at another dealership. I wonder is it because I didn’t purchase it at Fremont, that I was treated like a second class citizen. Shouldn't really matter where I bought it. I would think you would want my future business. Why not ask your guy Alvin, was there an issue with a customer with a Z4, see what story he tells you. More

The service advisor there have always been very nice and knowledgeable. I appreciate their courteousness and professionalism very much. I only gave a 4 stars because this location NEVER have a loaner for yo knowledgeable. I appreciate their courteousness and professionalism very much. I only gave a 4 stars because this location NEVER have a loaner for you...sadly I always have to coordinate my own that's why I do hesitate to schedule sometimes... More

Awesome service, quick response time, friendly staff. My car was spot clean. Luv my I 4 My car was spot clean. Luv my I 4 More

Great service experience. I took our BMW i3 Rex in for it's annual oil service and it was super easy to get an appointment next day! I did have to wait a bit longer than I had I took our BMW i3 Rex in for it's annual oil service and it was super easy to get an appointment next day! I did have to wait a bit longer than I had planned (and I did arrive a bit late) but used the wait time to walk over to the nearby shopping center and grab some lunch, catch up on emails and wander around Costco. I've been very happy with BMW Fremont's service team and their sales team for that matter. We have purchased several cars from them over the past few years and every time we go back it has always been a positive experience! I would recommend them and trust them to treat me with respect. More

Excellent service at this dealer, Nick is very nice and friendly did great job for my service as always !!! friendly did great job for my service as always !!! More

Very nice service centre with professional service, timing is excellent, car is very cleaned upon pickup. timing is excellent, car is very cleaned upon pickup. More

Subject: Disappointing Experience with BMW X5 Maintenance Service Dear BMW Fremont , I hope this message finds you well. I am writing to express my deep disappointment with the recent service experienc Service Dear BMW Fremont , I hope this message finds you well. I am writing to express my deep disappointment with the recent service experience I had with my BMW X5 at your dealership. I feel compelled to share my feedback in the hope that it can lead to improvements in your customer service process. To begin with, the responsiveness of the person assigned to handle my case was incredibly slow, which significantly affected my overall experience. Additionally, while some issues were detected during the inspection, I was only informed about them without receiving any explanation of their causes or guidance on how to prevent them in the future. This left me feeling uninformed and dissatisfied. One particular incident that stands out is when I agreed to address the oil ring seal leakage problem. I specifically mentioned that I needed the car ready by the evening of July 5th as I had a flight to catch the same night. Your representative assured me that the issue would be resolved by that time, either on the night of July 5th or the morning of July 6th. Unfortunately, despite the assurance, I didn't receive any updates until 4:45 PM on July 5th when I decided to visit the Fremont BMW directly. Upon arriving, I was surprised to learn that the assigned staff had already left for the day, and the repair had not even started. No one had informed me beforehand that I wouldn't be able to collect my car on time. This was especially frustrating as I had a flight to catch in just three hours. The lack of communication and mismanagement of the situation left me with a highly unsatisfactory experience. As a loyal BMW customer, I had expected a level of service excellence that would match the reputation of the brand. Regrettably, this experience has fallen significantly short of those expectations. I sincerely hope that my feedback will be taken seriously and used to improve your service process. Clear and timely communication, along with efficient handling of repairs, is crucial to ensuring a positive customer experience. I kindly request that you look into this matter and take appropriate steps to prevent such occurrences in the future. I hope that my next service visit will be much more satisfying and in line with the high standards I associate with the BMW brand. Thank you for your attention to this matter. Sincerely, More