Stevens Creek BMW - Service Center

If your BMW needs servicing; Beware! BMW owners who need service, stay clear of Stevens Creek BMW. They are out to take your money, and not provide the quality service that you would expe BMW owners who need service, stay clear of Stevens Creek BMW. They are out to take your money, and not provide the quality service that you would expect from BMW to their customers. We had to have our 2011 1-series towed away from them because they refused to honor a service bulletin & warranty, and they ignored us by not returning phone calls. They avoided a VANOS issue so as not to have to meet their warranty responsibilities. Their own diagnostic tests triggered only two error codes: both VANOS error codes! The error codes are noted in a BMW service bulletin, detailing the warrenty work that needs to be performed!! However, SC BMW is ignoring their own problems. Even the tow truck driver said he's heard more complaints about SC BMW than any other dealership. *Beware *” More

Electronics something new to Service Dept(?) Observations: 1) Sales staff demoralized. Concierge (genius) staff pulling more than their weight. Service disinterested. 2) Told by National BMW as Observations: 1) Sales staff demoralized. Concierge (genius) staff pulling more than their weight. Service disinterested. 2) Told by National BMW assistance that iDrive menu missing items/messages indicates that options are missing off my 3 week old 550i. 3) 1st stop by service, they refused to even have a tech triage car. Told me to make an appt. 1st appt. 5 days later. 4) Fought commute traffic to make appt. Was pulled out of line and told service doesn't know or handle anything electronic (Dah, all vehicles are now computers with mechanical peripherals.). Geniuses tried their best, but way out of depth. 5) While on the road, national BMW assistance discovered yet another defect in iDrive menu, sending us back to service. Again, they refused to even triage car. Again, geniuses worked way out of their depth. No solution. Promises from geniuses both @ dealer & national site to respond. Still waiting. 6) Salt on wound; get email saying I missed (3) appt. I replied to email and it bounced because the service person has closed their email box. I called the number on the email reminder. I got a generic voice mail outgoing msg (extremely unprofessional for an employee to refuse to personalize their voice mail.). 7) Still sitting here, in silence, waiting for Stevens Creek BMW service to take a 550i buyer seriously. More

Service department - poor service. My x5 is under warranty . Brought 4 times to fix suspension . It was always returned as fixed but it is still in shop for 2 weeks. I always have some My x5 is under warranty . Brought 4 times to fix suspension . It was always returned as fixed but it is still in shop for 2 weeks. I always have some issues at this dealership . Never had any problems in LA or in SF. All my previous cars were BMW`s but now I have a feeling to switch to another brand just because of this unprofessional service department . Please find out how to fix cars right! More

Pathetic customer service I have had several bad experiences with the dealership. I cannot get them to return a phone call. I have tried to purchase an extended warranty and wh I have had several bad experiences with the dealership. I cannot get them to return a phone call. I have tried to purchase an extended warranty and when I call in to ask for pricing no one returns my call. They must be over charging so much they don't need my business. I would never do business with this dealership. I called the general manager and left messages with absolutely no reply. The do not care about their customers. I never had these issues with Mercedes or Audi. Stay far away from this dealership. More

SCOTT FULLER WORST SERVICE MANAGER HORRIBLE CUSTOMER SERVIC WORST CUSTOMER SERVICE EXPERIENCE IN MY LIFE!!! I Brought my close to $100k BMW 650i in on an emergency due to the fact that battery was discharging a WORST CUSTOMER SERVICE EXPERIENCE IN MY LIFE!!! I Brought my close to $100k BMW 650i in on an emergency due to the fact that battery was discharging and the car was failing to start. I already had an appointment for the following week, but due to the fact that it wasn't starting I called the Service Department and advised them the car wasn't going to make it until next week. They said come on in and we'll take care of you. After arriving a hour or so later and having the car written up for various issues including the discharging problem, loose front seat, trunk not opening, clunking noise up front they went ahead and took the car. I proceeded to the loaner car department and told them my situation and that I needed a loaner car for my occupation. I was told I couldn't get a loaner since none were available. I asked to speak with a Manager. Scott Fuller came out and asked what he could do for me. I explained the situation and he said I couldn't get a loaner car since none were available. I asked him what I was supposed to do. He responded with what am I supposed to do. I told him I need a loaner car. He responded by raising his voice and telling me "maybe if you would pick up your owners manual every once in a while and read it you would see we don't owe any body a loaner car." I asked for a car once more. His response was why don't you go rent one. I said why can't you rent me one. His response was yelling at the top of his lungs in front of other customers and employees " I'm not going to argue with you like 2 little kids." I told him to give me my car back immediately. I have never felt so EMBARRASSED IN MY LIFE. This is how Steven's Creek BMW treats its customers who purchase a premium car costing close to 100K. The car was still covered under Warranty. I will never return here again and this is getting escalated to BMW of America as well. More

Is this what the BMW Customer service Brand stands for? After over 3 years of having my car serviced there, I am not coming back to this dealership. I have had great experiences in the past with some of th After over 3 years of having my car serviced there, I am not coming back to this dealership. I have had great experiences in the past with some of the Service advisors (Claude is fantastic), but overall the quality of service and attention to details has steadily decreased. Whether it is the time on the phone to get to an adviser, the tone of the receptionist, the number of transfers or a new advisor telling me to go read the manual if I wanted an answer and then hunging-up on me... And being at the dealership does not feel any better... The staff does not seem to care, wait time exceeds reason (30 mn) and it certainly does not look like they have been appropriately trained to excellent levels of customer service... It feels like I bought a second hand GM in a cheap dealership, not a brand new X5. When I talked to the Scott, the Service manager, sure he apologized and said the right things, but he talked to me like I was his dude, not a loyal customer, having me on speakerphone with 3-4 people around having other conversations, and... jumping on their conversation as well while I am on a call with him. It did not feel like he was paying attention to my previous poor experience where his adviser hung-up on me, it felt like it explained it. And in the hallmark or cheap car dealerships, he made multiple promises that he did not keep, including simply calling me back. Not sure if this is because Stevens Creek is now part of Sonic Automotive, but guys... BMW is a premium luxury car brand, your shop is not a second hand car dealership, the service expectations are higher and you are simply not meeting them. More

negative reviews, positive experience I responded to the c0upon advertising oil change for $89 (oil and filter included). I scheduled 8am appointment, but I was so turned down with negati I responded to the c0upon advertising oil change for $89 (oil and filter included). I scheduled 8am appointment, but I was so turned down with negative reviews (which I do believe every word written), so I did not even bother getting up for the appointment. However, I made it at 10am and went there ready to turn around and leave. There was a bit of wait - as they seem to be getting 100s cars per day - like a factory. Service rep was Brian Krop. Nice guy. He kept his promise and I went to pick up the care early afternoon. Everything was done right. First I was surprised that they did not meet me with the list of what is wrong with my car, in an attempt to rip me off. He told me my car is fine - no major problems. A surprise! The two problems they found, one I knew about and they did not insist to fix it as this repair is costly to fix a minor oil leak. The second I did not know about. Brian showed it to me and indeed there was a minor problem. They let me go and fix it myself if I wish - which I will do. Brian is knowledgeable mechanic and I feel confident having my car trusted to him. (I am amateur mechanic and I know quite a bit). In summary: thanks to all of you who wrote negative reviews! This place seems to be turning around and thanks to you I got a good service. Will this last I do not know. At least they may have fired all of those bad guys and hired good guys like Brian Krop. But to be fair, I got a great deal: -7 qrts of synthetic oil worth $70 -car wash -inspection and alerting me of a problem -carpets vacuumed -windshield fluid added. -I could have had a loaner BMW if I wanted to wait for appointment, but I did not.... I guess they made $10 on my car. The price is better than Jiffy Lube or other places where they will snap your screw and damage your car. I had a good experience and I am posting this review to be fair to them. More