Santa Monica BMW - Service Center

As a previous employee I know that SMBMW is always trying to improve in sales and customer service. I've always gotten great service from all departments. to improve in sales and customer service. I've always gotten great service from all departments. More

A Stellar Experience at Santa Monica BMW Since purchasing my BMW Z4 hardtop convertible from Santa Monica BMW in 2012, I've consistently been impressed by their exceptional service. Their commitme purchasing my BMW Z4 hardtop convertible from Santa Monica BMW in 2012, I've consistently been impressed by their exceptional service. Their commitment to customer satisfaction is evident in every interaction. Recently, I had two appointments at Santa Monica BMW. The first occurred on July 25, 2024, when I brought my car in for a misfiring cylinder. After a diagnostic review, the service team determined that the ignition coil in cylinder five needed to be replaced. I shared with Cesar Cueva, the Service Manager, that the issue was likely caused by a third-party vendor's negligence. Despite the vendor's denial, their actions had clearly damaged my car. Cesar listened attentively to my concerns, never interrupting me. To my surprise and immense gratitude, when I picked up my car on July 29, my service representative, Chris Myers, informed me that Cesar had authorized the repair at no charge. Cesar's empathy and willingness to go above and beyond were truly commendable. My second appointment was on September 9, 2024, for an oil change. I take advantage of BMW's Ultimate Care oil service, which offers unlimited oil changes for three years at a reasonable cost. The mechanics at Santa Monica BMW always provide meticulous care, ensuring my car remains in pristine condition. I wholeheartedly recommend Santa Monica BMW for their exceptional service and dedication to customer satisfaction. A special thanks to Chris Myers for his consistent, high-quality service over the years. However, I must extend my deepest gratitude to Cesar Cueva, who is a true asset to the Santa Monica BMW team. His professionalism, empathy, and integrity are truly commendable. I hope the dealership recognizes his exceptional contributions and continues to value him as a member of their team. September 21, 2024 J Marshall Schoonover More

Service Consultant Cesar Pleitez is outstanding, and the service team at Santa Monica BMW is excellent. service team at Santa Monica BMW is excellent. More

Poor communication from the staff. Multiple delays in finishing work. No response to repeated phone messages left. Multiple delays in finishing work. No response to repeated phone messages left. More

N/A one item regarding a customer convenience settting was not changes until after i picked up the car was not changes until after i picked up the car More

Arrival and initial greeting with staff was nice. Once inside noticed the woman before me became upset with the man at the desk. Once it was my turn the man at the desk Alex was very rude, condescend Once inside noticed the woman before me became upset with the man at the desk. Once it was my turn the man at the desk Alex was very rude, condescending and rushed me through the process. I had simple questions regarding an oil change and he was beyond unhelpful. I then understood why the woman before me was upset. Javier on the other hand with the Uber and Loaner program was VERY helpful and nice. Was able to answer questions politely and seemed to have a willingness to assist. Please train Alex on soft skills. To have a customer facing role and an attitude like his is very unpleasant! More

I arrived at 1 pm for a 1:15 pm appointment for an engine oil change. Upon arrival the advisor told me I wouldn’t be getting out of there until at least 5 pm due to them being behind. A courtesy call would h oil change. Upon arrival the advisor told me I wouldn’t be getting out of there until at least 5 pm due to them being behind. A courtesy call would have been nice as I would have rescheduled. I planned my day around this and still had work to complete. Since the commute back would have been far I told him I was going to stick around and he said he would “try” to get me out earlier. When 5 approached I went to check in myself and he was nowhere to be found. So I went up to another advisor and even he thought the wait time was insane. He told me my car was done, yet no one came up to let me know? After I checked out I waited outside for another 15 minutes until they finally brought out my car. TERRIBLE customer service. What’s the point of an appointment if you can’t honor it or at least keep your clients in the know of something that big? More

i liked the service, but the price was too expensive. the recommended services that i didn't and charged me 250$ extra. just to run a scan on the car the recommended services that i didn't and charged me 250$ extra. just to run a scan on the car More

Unreliable. I was told the car will be ready for pick up the next day by 1pm. I waited until 3pm and called the center and I was told the car was not ready but I was told the car will be ready for pick up the next day by 1pm. I waited until 3pm and called the center and I was told the car was not ready but will be done by 6pm. I arrived at 6pm and waited for another hour. My work day was completely ruined by this. More