Santa Monica BMW

After reading the other post, I feel like I am not the only one that after making an appointment a WEEK ahead that somehow that appointment was not in the system. Maybe, they are just saying it for the he only one that after making an appointment a WEEK ahead that somehow that appointment was not in the system. Maybe, they are just saying it for the hell of it. I have had Many BMW's in the past, went to SM BMW for the first time in 04/2004 with a car still under warranty. They kept me for about 45 min. before they even talked to me, then comes all this issue with not the appointment being set up. After a heated argument they tried to make me feel good by "arranging" the next available slot. Pissed as hell, I took off that place never to return. I have been to Beverly Hills BMW and Pacific BMW (Glendale) who have treated me and my wife wonderfully. So why take my car to place where none cares ? Everytime I pass by the dealer, it gives me the shiver! More

I have dealt with three Southern California BMW dealerships and the Santa Monica BMW dealership was hands down the worst of the three. In fact I would say they have the worst service of any dealer dealerships and the Santa Monica BMW dealership was hands down the worst of the three. In fact I would say they have the worst service of any dealership I have ever dealt with. Let me summarize my service experience that lasted three days. <br><br>I brought my 2004-530i into the Santa Monica service center to inspect an airbag light. I arrived at my scheduled time and everything went smoothly that morning. I did not receive an update call the entire day from my service rep. After a few attempts in contacting my rep, he finally got back to me in the early evening. I was told that they could not work on my car that day because they were busy with other cars. Despite my displease, I gave them the benefit of the doubt (mistake!).<br><br>I picked up my car and returned the following morning for a new appointment. The first hint of an issue was that my representative had no idea who I was and went on to ask what I needed done on my car. After a few minutes of explaining that my appointment was the day before and that he told me to come back that morning, he finally remembered. I made it clear that I needed the car done that day, and he assured me that my car would have priority. Once again I received no calls all day. I contacted the rep in the afternoon and was told to call back about an hour later, I did. I was then told that the car would be ready at about 5pm and everything looked great. I called back at 6pm to confirm that it was ready, the service rep told me the car was all done. Upon arrival I was told that they just had to finish some paper work and it would be ready in a few minutes. A few more minutes went by and my service rep came out to tell me that the car was in fact not ready and they needed it for another day. He went on to say that they will have to load new software that takes hours to do and they will have to do it in the morning. At this point I was livid and just wanted my car back. I knew this would cost me big because I had to ask my wife to drive an hour down to Santa Monica to pick me up.<br><br>Finally on the third day the car was ready, BUT they could not find my car. The id tags were switched and it took them 20 minutes to locate my car. I thought the nightmare was over, only to discover the next day that they did not fully reattach my dash. I have yet to go back.<br><br>This experience is unacceptable, especially at the premium paid for this car. I don’t know about the sales side of Santa Monica BMW but I know I would advise everyone to avoid the service department, if possible. <br> More

left car for routine service, and noted a couple of minor warranty repairs. Car was returned marked all work performed, but the two warranty problems still persisted. I went to the dealer, and the mechan warranty repairs. Car was returned marked all work performed, but the two warranty problems still persisted. I went to the dealer, and the mechanic told me they did not look at the warranty items because they "did not have time" and I would have to make another appointment to have them looked at, even though the paperwork said otherwise. I would not trust these guys at all, and will never take my car there again. More

Hard to know where to start. I can say I have never had a worse experience. The irony is that they have signs on their desks that say "Listen, Solve, Care." <br><br>An example: My X5 died on a Tuesday - a worse experience. The irony is that they have signs on their desks that say "Listen, Solve, Care." <br><br>An example: My X5 died on a Tuesday - wouldn't start - no click. BMW road svc was dispatched - got a 90 min estimate. In the mean time, the 3rd attempt at jumpstarting started the car, but numerous warning lts were lit. Called RoadSvc, and was told it was safe, but to bring it in to SM BMW in the AM. When I did, I was asked what the problem was. I told the svc rep, and was asked if the car was working now. When I said it was, he refused to write up a ticket. I told him that the car had died, and even had pictures of the warning lights. He would not write up a ticket. He said I should wait for it to fail again. <br><br>Finally, after 20 minutes of arguing, he wrote up a ticket with a due date of 4p later that day. He would not provide a loaner. I did not hear back, so I called that afternoon, Thu and Fri. Finally I got a call back saying "just like I thought, it was the battery." Of course, this warranty battery (2nd time for the car) cost me $160 in rental car charges which they refused to pick up even though they were late. On the failure to call back, the svcrep said "I didn't have anything to tell you so I didn't call you back." Listen, Solve, Care indeed.<br><br>Also: When you ask for the Svc Mgr's manager, they give you the number of their attorney. More

They charge exorbitant rates for service. A brake job costs twice as much as a brake job at Century BMW in the valley. This is not an exageration. The total at Santa Monica BMW was $990.31 for 4brakes/ro costs twice as much as a brake job at Century BMW in the valley. This is not an exageration. The total at Santa Monica BMW was $990.31 for 4brakes/rotors. The total at Center BMW was $501.54 for exactly the same service. They clean your car; however, they leave water marks all over the car bad enough that a real car wash is necessary. My gas tank was 1/4 full when I dropped off my car. When I picked it up, the yellow light was on. More

I've have owned my new 325i for 3 weeks. This morning, the engine started to make a "rattle sound", the Service Engine light illuminated . I proceed 1 block to the dealership. Upon arrival, I had to ask a the engine started to make a "rattle sound", the Service Engine light illuminated . I proceed 1 block to the dealership. Upon arrival, I had to ask around for help and was directed a Service Consultant. Charles Hicks immediately informed me he could not help until Monday! And could not offer a loaner car. I replied that I just purchased the car 3 weeks ago and you're telling me "I'm screwed?" Charles responded that even the Space Ship Columbia fell out of the sky. I asked him not to humor me, and he responded that a lot more expensive cars and wealthier people require his assistance. I stood up to ask for a manager and he smiled like an I was a waste of his time offered a rental car. I signed the service papers and proceed to the rental shop. A few hours later; I received a call from Charles Hicks. Charles informed me that my BMW "is a car with movable parts and a complicated engine. It seems to be running fine and he cleared the codes that indicated a miss-fire". I requested a greater explanation; Charles responded his expertise is with his experience at Mercedes. I requested to speak with the manager. Charles informed me that the manager is off on Saturdays. I replied I will right in to speak with the acting manager. Charles responded that I make sure I spell his name correctly. He then disconnected the line. I picked up the car at about 2:30 PM, drove 100 ft and the car immediately miss-fired. I turned around and pulled right into the Santa Monica BMW service center. I did not turn the car off. The car was rattling and shaking. Charles was with-in 10 ft and refused to speak with me. I'm lost my temper and yelled out in front of other customers "this is my fixed car!” A man named Bill emerged and claimed to be the manager. I explained to Bill the problem and re-iterated the story with Charles Hicks. Bills response over the entire conversation was: "Yes the spaceship can fall out of the sky""Yes the car has an engine". Realizing Bill was of no help. I requested to know what the tech did to give my car a clean bill of health. Bill responded that BMW provides a VERY expensive machine that tells them exactly what is wrong with the car. My response was that I drove 100 ft and the problem returned, the expensive machine is obviously wrong. Bill informed me that the machine was always correct and BMW policy is to trust the machine and NOT TEST DRIVE the car. I requested that he test drive the car this time. Bill moved in with-in 1 inch of my face, told me that I have a poor attitude, he likes me so he is going to take care of the car. Feeling threatened my immediate response was "I can feel the love". I backed-up and walked away to the sales floor. I found my original salesman and regurgitated this story. He informed me that I am not the first person to have this problem with those particular individuals. He will immediately talk to Dell Jr. the owner and take action. This is the worst service I have ever experienced. It is obvious that BMW of Santa Monica regards its customer’s as non intelligent beings that can be taken advantage of. Thank you for taking the time to read this messege. I hope you think twice before dealing with Santa Monica BMW. <br><br>HiPowerWeb.com<br><br> More

Santa Monica BMW provided some of the worst service I have ever seen. I had to return my car three times to repair a malfunctioning convertible top,...finally, I got so fed up I took it to another deale have ever seen. I had to return my car three times to repair a malfunctioning convertible top,...finally, I got so fed up I took it to another dealer, who explained that Santa Monica had installed it incorrectly. <br><br>They have rude service managers -not just one- but several. I'm not that hard to please, -this is the worst service I've ever seen!<br><br> More

Recent (11/03) visit to SM BMW for 1st service on 540ia and to fix alarm intermitent problem as well as an interiior panel part that broke. Very friendly service from Frank, adn they called me to say the c and to fix alarm intermitent problem as well as an interiior panel part that broke. Very friendly service from Frank, adn they called me to say the car was done. To my surprise, they found and fixed the alarm prob. Car was cleaned. No costs. I was very pleased with the experience. My coworker uses them quite a bit and has been pleased also. Years ago I used this dealer for service on my E36 M3's and was not so impressed.<br>MUCH better than Bob Smith BMW. More

All right guys, my experience takes the cake. I bought a 2002 745 i, luckily not from these idiots (and I'm being polite). I took the car in for a software update, add features, oil service, and a general 2002 745 i, luckily not from these idiots (and I'm being polite). I took the car in for a software update, add features, oil service, and a general overall checkup. I was rushed out of the service area when I finally did get my appointment (before they lost my appointment), left the car there for a week (took it in clean mind you), paid them $98.00 to add three features onto the car. Got the car back after a week, dirty nonetheless, and of the three features (pathway lighting, auto door lock, and seat/key memory), only the pathway lighting worked. Was told by BMWNW to go to any dealership to activate/transfer the concierge service, and basically I was told by Mr. Montell (moron), to get out of his dealership and because I did not buy my car from them, I should go to the dealership where the car was sold; amazing since the car is till under manufacturer's warranty and service warranty. Needless to say, I got into a yelling match, filed a compliant with the BBB and BMWNW and DMV investigative services. These people, with the exception of Rey in service are a bunch of morons; how the hell do they stay in business. I will NEVER AGAIN BUY a BMW; I knew I should have stuck with Mercedes. Too bad these ratings that this site offers don't go below 0. I have never, and I mean never been treated so badly; if this is how they treat a customer who bought a car close to $100K, I would hate to see how they treat customers who buy they entry level models. Go to other dealerships, eg. Nick Alexander. Also, I had an emergency with the car, the electronic computerized parking brake would not release and they simply told me that I couldn't get it in till Nov, 2003 and this took place in the early part of Oct 2003; it's a good thing that Nick Alexander Imports got me in! More

After the first service on my BMW, I swore myself never go back there again, the service advisor was arrogant and absolutly not helpful in explaining what need to be done. Since, I live and work in the Sa go back there again, the service advisor was arrogant and absolutly not helpful in explaining what need to be done. Since, I live and work in the Santa Monica area, I said to myself let's give them a second chance. It was worse, first; I went on a city tour on the courtesy shuttle, which I had no time for it, second; nobody called that the car was ready, third; the service advisor (an other one) being arrogant and just plain unfriendly. Something needs to be done in regard to the Santa Monica BMW Dealership. I read the other feedbacks nobody is satisfied. More