Santa Monica BMW - Service Center

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

I had a service appointment at this dealership for 2 in the afternoon. The appointment was made about a week ahead. I have been to this dealership for the last two years. When I drove up, I found a sign in the afternoon. The appointment was made about a week ahead. I have been to this dealership for the last two years. When I drove up, I found a sign in the driveway saying that lot is full, to make another appoinment and to come back another time. No aplogies just a nasty note. I parked my car in front of the driveway, and went inside thinking it was some stupid joke. After all this is a dealership, how can the lot be full. Lo and behold my service adviser first cant find my appoinment in his computer, but I found it on a printout of the days appointments. Then he starts telling me that they got backed up and I should come back another time. No apologies, no nothing just go away. They had my phone, but never bothered to call. I waisted an hour driving, about another half hour fighting with them, bottom line is that they will never see me there again. I have had many cars and still have several cars in the family, but never have been treated this way before. More