Beverly Hills BMW - Service Center

WORST SERVICE EVER I dropped off my car for service due to some software problem. Appointment at 8:15 am, I got there at 8 am, waited for 20 minutes for the adviser. I a I dropped off my car for service due to some software problem. Appointment at 8:15 am, I got there at 8 am, waited for 20 minutes for the adviser. I asked the adviser how long would it take for me to get back the car and he said couple hours, then he went and scheduled the shuttle for me to drop me off to work. I didn't get any updates from him for the whole day, until 4 pm I called to check on the status. No one picked up the phone call, so I left a message. He didn't call back until 2 hours later, which was 6 pm, and said the car had to stay at the dealer overnight because the problem was not fixed yet. I was very unhappy about it because it was already 6 pm, and I had no car to go home from work! So I asked him why took them so long to know the car had to stay over. He explained that they didn't get back the answer from New Jersey center until very late, so they couldn't do anything now. So I asked what I should do because I had no car and I couldn't do anything without a car. He said I could take back my car now leaving the car unfixed. Seriously?! What kind of service was that? For the whole process, he didn't even offer in arranging a loaner for me when he knew it's going to take them unknown time in fixing the problem. I couldn't go out and get dinner that night and couldn't go to work or get breakfast or lunch the next day. This place caused me a huge trouble. Highly recommend NOT to go to this service center ever!!! More

Horrible customer service I took my car in for routine maintenance and to look into an issue with the A/C. I was informed by my service advisor Jaques Riley that the A/C issue I took my car in for routine maintenance and to look into an issue with the A/C. I was informed by my service advisor Jaques Riley that the A/C issue was due to a previous accident of which the body shop had not fully fixed the issue. He insisted that I have the service department perform the repairs as the body shop would "only cause further issues." At his advice, I trusted that this would be dealt with in a timely and professional manner. It was anything but. Jacques was horrible at returning my phone calls or emails, let alone those of my insurance company. My insurance company and I requested an estimate several times only to be ignored as this was needed for insurance to give the go-ahead to proceed with repairs. What should have been a 2-3 day ordeal ended up lasting 20 days, thus exceeding the total number of days for the rental car on this claim. The original body shop stepped up and agreed to pay for three of those days. All the service department did was place blame and not accept responsibility for their delays, even though they are well-documented by my insurance company. I am now stuck with a $650 car rental bill that they refuse to cover. This is by far the worst customer service experience I have ever encountered. It is now over 3 frustrating months later. I attempted to resolve this with the dealer GM Monty Meave, Service Director Ernest Sumen and Sonice Automotive executives, all of which either have ignored my repeaded requests or placed blame on everybody but themsleves. Even my insurance company is appalled at how they have handled this. More

Terrible...twice. In fact, for the second time in just over two months, the service department at Beverly Hills BMW has proven to be one of the worst customer experienc In fact, for the second time in just over two months, the service department at Beverly Hills BMW has proven to be one of the worst customer experiences I have ever had. In April, following a routine service during which I waited over two hours for the shuttle, I submitted a mediocre review on Google, and the service dept. asked me to call a manager. I did that AND submitted an email, but never heard back. I thought I'd give them one more chance on something simple since they are by far the most convenient location for me, but that was a mistake... I scheduled an appointment for 8a today, and arrived 5-10min early. There was already a line of cars out the door of the service center, which isn't itself a problem, but when I finally got inside I waited around my car for ten minutes while various service department personnel walked past without even asking which service advisor I was there to see, what time my appt. was, etc. 8:10a and I walk over to the counter where they read keys to speak with the guy there, and as I'm walking over looking at him he looks at me and walks away as if to avoid my question. Again, it's early and I let it fly. I finally find the office of my SA on my own, and five minutes later he comes up and says he'll be right with me (to his credit he was polite, and explained he was finishing with the 7:40a appt., whom I can only assume was late in arriving). I tell him what the car needs (I knew the compressor was still running, and I wasn't smelling freon so I knew it wasn't the evaporator, so I figured it was likely just a recharge or maybe a hose leak), accept that I'm going to pay $300+ for a minor A/C fix because this is a BMW dealer in Beverly Hills, and make clear I would like a phone call as soon as the diagnostic work is done to let me know what the actual issue was. I then walk over to let the women at the interior counter know that I need a shuttle ride. They say it'll be ~15min, ends up taking 30+ before the driver gets back. Again this is a relatively minor inconvenience, but two or three 10 minute increments add up. The driver was...aggressive...to mention nothing of the fact that what should be a world-class dealership uses Toyota Siennas as shuttle vans, but I got home a little late thinking "it's an A/C recharge, maybe a hose fix, I'll be back there in 3-4 hours." Could not have been more wrong. 12p comes around, no phone call to let me know what the diagnostics revealed. I am fortunate to be able to work remotely, but had been planning to go into the office this afternoon when the car was done. By 1:15p I was getting concerned so I called my SA to inquire about the status of the car...no answer, so I leave a message just asking for a return to let me know what was up and when it would be done. 2:30p and no return, so at 2:50p I call again and leave another voicemail. 3:30p and no return so I call again...at this point I saw no point in leaving another message so I called the main service desk. After being on hold for five minutes one of the reps answers and I explain the issue...she puts me on hold to find my SA and gets back on to say he's with a customer and if I would like her to give him a message. I say yes, please have him call immediately I would like to know when I can get my car back. 4:30p and no return phone call so I order an Uber to speak with the Service Manager, Arnold. I walked into his office, explained the situation, and asked about the status of my car. He was completely unapologetic while searching for info on the status, before explaining that after the diagnostic work was done, they had recharged the system without my authorization. Oddly, however he went on to explain that after recharging the system the tech "smelled freon and HVAC system oil," and "suspected an evaporator leak." Would be plausible, if not for the fact that he explained that the system fully passed the post-evac pressure test, so if there was a leak it would have to be tiny and of no measurable consequence. He attempted to explain how an A/C system repair works, something I am familiar with, so I simply asked what the status of my car was and was told it was just sitting around and that the tech who had "smelled freon" was gone. At that point I told Arnold that I wanted my car back immediately, and would not be paying for anything beyond the diagnostic fee I had signed off on this morning. Unfortunately this was not the end. Despite being only marginally helpful and completely unapologetic, Arnold did assure me that they would go get my car immediately. 45 minutes later I was still waiting (along with others who were waiting nearly as long for their cars) while there were SAs and techs standing around talking. You would think after all this Arnold might have gone himself to get my car to remedy the situation, but after 45 minutes I was rather irritated and finally found Arnold to ask where my car was. Rather than apologizing for the delay, Arnold feigned surprise and walked away. Two minutes later he walked right by me without providing any update, and maybe five minutes after that my car finally showed up. With tape still on the front license plate from being run through their automatic car wash. Which I then had to remove myself with a tech standing watching. To cap it off, I closed all the windows and blasted the A/C on my way home and didn't catch a whiff of freon or oil. The whole thing was completely unacceptable. But what I'm most curious about is...what would have happened had I not come in of my own volition? Would they have just kept the car overnight without telling me? And would they have just gone on tomorrow morning, once this tech had returned, to rip apart the dash and replace the evaporator unit without my approval? More

Service The most unreliablw dealership I have evwr dealt with. Everyone has an unfriendly attitude, from the manager to the shuttle drivers. Customer service The most unreliablw dealership I have evwr dealt with. Everyone has an unfriendly attitude, from the manager to the shuttle drivers. Customer service receptionists are rude and services advisors are never available , never return calls More

Terrible sales experince and even worse service experience When you walk in to the sales floor there is no receptionist and no one to help you. You kind of wander around aimlessly as people walk by you. They a When you walk in to the sales floor there is no receptionist and no one to help you. You kind of wander around aimlessly as people walk by you. They are dishonest. they don't tell you about the incentive specials provided by the company and keep it for themselves and lied to me about when the new 2016 would be coming out, leading me to not waiting another week and instead buying the 2015. they are rude. disorganized and have different teams working their, like there own businesses. This leads to worse customer service. REAL sales managers are nowhere in site and as I said there is no customer service person at a reception to help you. or if there is I didn't see her. The finance guy was nice enough. Service dept is horrible! They DO NOT return your phone call and DO NOT provide service loaners in a timely manner. They make you wait 30 minutes to even see a service adviser and the two ladies running "The Desk" are both rude and arrogant. Unwilling to look you in the eye and just nasty. Unbelievable that they would put these two ladies in charge of when you first are greeted. Im not a great writer, however let me tell you. Its a bad feeling going in there. no smiles and no help-. Your just a number and a nuisance to them. CANNOT believe Sonic Automotive or BMW would put up with it. zero out of five is my rating. More

Wost BMW Service Center Can wait for over 40min to pick up car. Excuses when requesting loaner. Advisor forget to update car status. Took multiple visits to fix car. Can wait for over 40min to pick up car. Excuses when requesting loaner. Advisor forget to update car status. Took multiple visits to fix car. More

Poor customer service; Overpriced repairs All of the negative reviews are spot on. I bought a certified pre-owned X5 in 2012. My car has been in and out of the shop non-stop with one issue a All of the negative reviews are spot on. I bought a certified pre-owned X5 in 2012. My car has been in and out of the shop non-stop with one issue after another. I would take it in for regular service and maintenance, and 3 days later, a light would pop on saying something else was wrong-- something that should have been picked up when the car was being serviced two days ago. (Sometimes it was silly things like the washer fluid being low, other times it was things like a giant oil leak). Because there were so many things constantly going wrong, I made sure to purchase the extended warranty for close to $6K that also included tire coverage. Lo and behold, when I developed a tire issue, that particular thing that was wrong was not covered by my warranty. I shelled out in excess of $1K for tire replacement. So then my warranty runs out. There was no way I was shelling out another $6K so I figured I'd just start going to someplace other than the dealer. But this happens: I fail my smog test. This on a car that's about 5 years old and has been having regular maintenance. The smog guy tells me that it's my catalytic converter and that's unusual for a car this new and that I should look into whether it's covered by the California Emissions warranty, which is usually longer than the regular warranty. I call BMW and am dismissively told that it's not covered by California's warranty. Something didn't sound right about that and I'm sure he detected my skepticism when I said "Hmm, okay, thanks." BMW called back a few moments later to tell me it wasn't covered by the California warranty, but was covered by the Federal warranty. So I brought it in for repairs on a Thursday morning. My car was having several other issues, so I figured that since I was there, I'd get an estimate on those repairs. The SA Carolina Yi told me that for EACH of the 4 issues I'd listed, there was a $205 diagnosis fee (i.e., over$800 just to diagnose), but out of the goodness of her heart, she'd only charge me for one fee. However, she said, if I got any of the recommended repairs, the cost of the diagnosis would be subsumed in the repair cost and so I'd only pay the repair fee. Great. I knew that at a minimum, I needed to get new brake pads, so I figured I'd save the diagnosis fee anyway. While I'm talking to her, some smarmy guy comes by hawking new tires and tells me the thread on two of my tires is low and I should really think about replacing them. Uh huh. So I drop the car off onThursday morning, By Friday evening I had heard nothing. I called and called and finally got a text message from Carolina Yi saying they were "still diagnosing" and she'd call me back on Monday. I explained I needed my car for work and really needed to know how long it would be. She said she wouldn't know until Monday. I asked for a loaner and was told I'd be put "on the list." They didn't even offer an Enterprise voucher as they'd done in the past. I therefore was forced to go out of pocket and rent a car so I could take my kids to school and myself to work the following week. I get no call on Monday so had to call again to inquire about the status. "Still being diagnosed.") So I had to ask for them to remove my children's car seats and leave them for me to pick them up. When I show up at the dealership on Monday evening, Carolina is nowhere to be found and the people who hand me my car seats don't even offer to help me bring them to my rental. Then I see Carolina as I'm walking out and she just ignores me and hops in a car and drives away. Unbelievable customer service!. On Tuesday I get a call that she has an estimate on the repairs. Check this out: One of the things I had asked about was one of my keys was no longer working. They determined the entire key needed to be reprogrammed. Cost: $418.65. My driver side mirror was always resetting everytime I turned the car on. They claimed it was the motor that needed replacing. Cost: $691.00. I didn't just need break pads, apparently. I needed rotors too. Cost: $1068. Then I apparently had a MASSIVE oil leak. Cost to repair $4233. The tires they wanted me to replace- cost: $791 plus alignment-another $250. Are these people SERIOUS????!! It was so obviously them trying to get over on an unsuspecting customer! Since I knew I really did have a brake issue, I authorized the brake and rotor repair for $1068. I figured I'd take the car elsewhere for all of the other stuff and probably pay a fraction of the price. Ms. Yi then says she'll see if she can knock some off the charge off on my brake repair. I told her that would be great, because it's a big charge. When i pick up my car on Wednesday morning, my bill is $1300. They still charged me the $205 "diagnostic" charge, even though I was told it would be included. No discount. And guess what-- I still haven't passed my smog test. I will never buy another BMW and never go back here. More

They repaired the Recall on the BMW Battery cable (5 and 6 series 2004-10) and one week later the Battery Safety Terminal went bad (attached by a wire to the part they repaired). They wanted $870.00 to fix 6 series 2004-10) and one week later the Battery Safety Terminal went bad (attached by a wire to the part they repaired). They wanted $870.00 to fix that. The service representative was rude and said I was just trying to avoid paying by blaming them for their faulty repair work. It's obviously related to the recall repair they did since it's connected directly to the place they worked on. They denied responsibility and said it was just an unusual coincidence, andI had to pay to get it fixed. I even spoke w/ the highest level supervisor in the Service department, and he was rude and basically hung up on me. The recall is suppossed to be free and mandated by the NHTSA (Goverment) so I reported them, and also reported them to the BBB, and California DA Consumer Affairs. More

Brought a 2-month old 328ci in for service because the car would not cool off. It took two visits to this dealer before their service experts discovered/admitted that the a/c was working at only 70% capac car would not cool off. It took two visits to this dealer before their service experts discovered/admitted that the a/c was working at only 70% capacity. The car was often too hot to ride in. In year-and-a-half interim between the complaint and the fix, I was given ridiculous explanations like: "The a/c works by pulling moisture from the air, and since you live in a dry environment, it won't work as well." So much for German engineering. Several months later, I brought the car in again because the hood came loose while driving on the freeway. I was told that this was a problem with the new 3-Series, so I brought the car in and it was ostensibly fixed -- only a couple months later the hood came loose yet again while driving on the freeway. It ultimately took two trips to this dealer in order to fix an issue so dangerous, it could have cost lives. Among them, my own. Or yours, if you were the one next to me on the I-10 that day. In comparison to that, the other stuff seems like griping, but it's not irrelevant: I would make an appointment for service, but would still have to wait an hour. I'd be promised a loaner, only to find out no loaner was available. I'd then be promised a rental, only to find out no rental was available. Rarely would I get a call telling me that my car was ready for pick-up, forcing me to check daily to see what sort of progress was being made. Unfortunately, this brand-new car had a litany of problems and it seemed that I was always at the mercy of the merclilessly incompetent folks in Service: (among the minor woes: the headrest motor broke, trunk release broke twice, the convertible top wouldn't go down). After 3 years, the car only has 16,000 miles -- that's how much I loved driving it. Then, the last straw with this Ultimate Driving Machine -- I hit a pot-hole on La Cienega and blew 3 tires. Not one, not two, but three. I was told that the run-flats will do that: Go Flat. Go figure. And go somewhere else, if you can. More