Santa Monica BMW

Cristal was helpful and friendly; she also answered my questions and had my vehicle serviced within the time she quoted. questions and had my vehicle serviced within the time she quoted. More

Communication was awful. I was told this would take 3 to 4 days. I called repeatedly trying to get an update. It would usually take five or six phone calls to get a response. I was told this would take 3 to 4 days. I called repeatedly trying to get an update. It would usually take five or six phone calls to get a response. There were two recall repairs needed in the 2 1/2 weeks they had my vehicle. They only took care of one. This has been my experience repeatedly with the service department. I've had my seven series in for a number of warranty repairs and each time it has taken three times longer than I was told it would. I would strongly advise going to Sherman Oaks BMW for repairs. More

Got to service department on time. Chris said he would get me in and out by a certain time being I would wait for my X6 to be service. He was a man of his word. I was very pleased! Chris said he would get me in and out by a certain time being I would wait for my X6 to be service. He was a man of his word. I was very pleased! More

Valve under extended warranty was replaced, and check engine light is no longer on, but even though diagnostics were run, it didnt address the main issue, which is a rough idle. engine light is no longer on, but even though diagnostics were run, it didnt address the main issue, which is a rough idle. More

Alex is BEST service advisor. Alex is BEST service advisor. Alex is BEST service advisor. Alex is BEST service advisor. Alex is BEST service advisor. More

I was disappointed with the ultimate results of my issue when elevated to BMW customer service BUT was very pleased with the service, attitude and communication with the people at the dealership. The servic when elevated to BMW customer service BUT was very pleased with the service, attitude and communication with the people at the dealership. The service manager, Cesar, went out of his way to satisfy me. This is a well-run dealership. More

This was probably the worst experience I have ever had with a dealership. There was zero communication, you had my car for over three weeks for a diagnostic, and when I got my car back it was covered in l with a dealership. There was zero communication, you had my car for over three weeks for a diagnostic, and when I got my car back it was covered in leaves in pollen like it had been sitting for weeks without moving. 0 out of 5 stars. More

Installed incorrect oil filter in my BMW, caused major problems. I made it three miles before I had to shut my car off. I waited an hour in a parking lot for them to send a service foreman. Once he arrive problems. I made it three miles before I had to shut my car off. I waited an hour in a parking lot for them to send a service foreman. Once he arrived, he discovered the problem and said it was glaringly obvious. I called the Head of Service multiple times before connecting (never received a call back). There was no accountability. No offer to make it right, no offer to check my car for damage. They just said sorry it was human error. I will never return to this dealership - the lack of actual service was appalling. More

Always excellent customer service and timeliness in prompt service. Always a good experience at this dealership prompt service. Always a good experience at this dealership More

For many years I have received excellent service from SM BMW. In fact I have written letters of recommendation for BMW employees who have treated me well. This time was different. I had a different service BMW. In fact I have written letters of recommendation for BMW employees who have treated me well. This time was different. I had a different service person who I felt blew me off. I brought the car in for an oil change and described a problem I was having with the remote locking system. When I walked up to the car, instead of unlocking the door, it would unlock-lock it. He tried to talk me out of it, but after a few tries he could see the issue himself. He said in order to check out that problem he would need an extra day. I needed to pick the car up later, so I left with the plan that it would be getting the oil change. He called me one hour later (around 10:30am) to say the car was ready for pick up. I said I could leave it till 6:00 so he could try to investigate/solve my remote-lock issue. He said "ok." When I picked up my car at 6:00 I checked out the paperwork and saw that he didn't write down anything about my remote-lock issue. So I asked to speak to a supervisor. The BMW employee who helped me with my paperwork told me to wait in a specific area and paged the supervisor. Twenty-five minutes later I asked the employee where the supervisor was. He replied, "He must've gone home early." I explained that in the past I had been treated kindly, professionally, and had gotten great service at SM BMW but this time I had not. I asked him to convey that to the manager and he said he would. No one ever followed up. More