Stevens Creek BMW - Service Center

POOR CUSTOMER SERVICE ! NEARLY IMPOSSIBLE TO REACH SOMEONE IN SERVICE ?? DEPT . VOICE , VOICEMAIL , VOICEMAIL WTF ?? 75K CAR AND NO WAY TO GET A HOLD OF SOMEONE ?? PHONE SYSTEM SUCKS !! OVER 6YRS A SOMEONE IN SERVICE ?? DEPT . VOICE , VOICEMAIL , VOICEMAIL WTF ?? 75K CAR AND NO WAY TO GET A HOLD OF SOMEONE ?? PHONE SYSTEM SUCKS !! OVER 6YRS AND STILL NO INPROVEMENT ! NEVER AGAIN ! More

The dealer explains why Lexus has been stealing BMW's market share so handily. I bought a private-party 525iT which was still under the factory warranty. SC BMW is only a few miles from my home and t market share so handily. I bought a private-party 525iT which was still under the factory warranty. SC BMW is only a few miles from my home and the next closest is a 25-30 mile drive, which I don't have time for. We had a few warranty issues during the year and a half I owned the car... nothing truly major, just a few annoying issues. They wouldn't have been so annoying if: 1- Service visits with appointments didn't require one to stand around in the service drive for 45-60 minutes like an idiot while waiting for a service guy to write up the service. 2- Not once was an issue repaired properly on a first try. I can understand needing to order parts, I'm referring to every single warranty repair not working when I got the car back after the work was done. In a few cases, it was just obvious that nobody checked to see if the fix worked. For example, I had a rear seat belt replaced (which required nearly a full day of service since the most of the interior needs to come out to replace it). The new one didn't work (unable to lock to hold our baby seat in place). It would have taken 10 seconds to pull the belt out to see if it worked... which is what I did before driving off the lot. Instead, they blamed the part being bad (possible) and had to order another one for another return trip. I was in a rental car so they could have just FedExed the part and kept my car another day rather than forcing me to make another trip and wait hours to check in my car and go to pick up a rented Honda. 3- Never a call back to tell me the car was ready. I always had to call and leave messages (since nobody ever answers their phone) to find out that the car was ready to pick up hours earlier. 4- To rub salt in the wound, after standing around for an hour just to check in my car they didn't even offer a free cup of coffee. I had to go to their cafe and pay Starbucks prices for crap java. Heck, seems the Lexus dealers are offering fresh expresso, a muffin, and back rub from the stories I hear (just joking on the back rub) 5- Hard not to mention that my car was never washed and typically dirtier than when I brought it in after service (paid or warranty). Jeeze, my old Saturn, which cost me about $13k new, always came back washed, vacuumed, and with a flower on the dashboard after a $19 oil change. SC BMW just makes you feel like you're bothering them when you spend $250 on an oil change (I only did that once, I'm dumb not crazy). I understand that this is a busy store on the busiest auto mall street in a region in which 5-series BMWs are as common as Chevy Cavaliers. However, they are taking their business for granted and I, for one, won't buy another BMW as long as I live in San Jose solely because of my experience with my local dealer. More

I took my car in for routine servicing and an oil change this winter. I was informed that the radiator, water valves and a portionof the water pump had to be replaced. Of course, there were addl. charges, this winter. I was informed that the radiator, water valves and a portionof the water pump had to be replaced. Of course, there were addl. charges, coming to over $3,000 ! I had to take it back about 24 hours later when my engine overheated. I was told that I now had a leaking expansion tank that needed to be replaced. I find it hard to believe that I had a spontaneous leak in the expansion tank immediately after having the radiator replaced. I find it more plausible that the radiator was fine to start with and that the leak was coming from the expansion tank or that the explansion tank was damaged when they replaced the radiator. There sloppiness cost me over $800. I later called and wrote to discuss and dispute these charges, but they never returned my calls or emails. I am very upset with them and do not recommend anyone to take or purchase a car there. More

Oil changes are quoted at $120 (make appt. days ahead), Oil changes are quoted at $120 (make appt. days ahead), compared to $75 at East Bay BMW (drop in, while-you-wait). Service advisor is a jak@ss, we Oil changes are quoted at $120 (make appt. days ahead), compared to $75 at East Bay BMW (drop in, while-you-wait). Service advisor is a jak@ss, went for an oil change and a complaint that hand brake squeaks when set, and when you step out of the car. He claim that all BMWs hand brakes do that. After oil change was done, picked up the car and made the fatal mistake of not walking around and checking the car. For some reason front right tire was FLAT. Drove out of the dealer's lot and car began to pull to the right. Made a right turn a block away and parked on the side of the street. I called Jesse up and explained the situation and requested for help. He claimed that they don't offer road side assistance (I was just a block away). He told me that across the street from where I was, there's a Just Tires (or Good Year or something) store, and asked me to go there. This level of customer service just blows me away. I never went back again. More

Dealer stripped oil pan and refused to replace it. Instead retapped the pan. Another dealer discovered problem and said it MUST be replaced. Stevens Creek refuses to replace the oil pan. This is no Instead retapped the pan. Another dealer discovered problem and said it MUST be replaced. Stevens Creek refuses to replace the oil pan. This is not the first time damage and poor workmanship has occured. Rims scratched, paint scratched on different occasions. Do yourself a favor and go to ANY other dealer in the area. More

Sloppy sloppy service on several occasions. Our 2003 530i was in for service and when we got it back it had a belt noise. They refused to service the car right away; they told us that we had to go to the bac was in for service and when we got it back it had a belt noise. They refused to service the car right away; they told us that we had to go to the back of the queue and that it would be 4 days before they would even look at it. Unacceptable and rude. More

We have a 5 month old X3 that we purchased at this dealer. Despite 6 trips to this dealer for the same problem, they either can't or won't fix it. Jesse, at one point, told us to "take it somewhere dealer. Despite 6 trips to this dealer for the same problem, they either can't or won't fix it. Jesse, at one point, told us to "take it somewhere else or wait until I finish my lunch." These guys are clueless and bush-league. Find another place to take it. More

I brought a Z3 from Steven Creek BMW in 2001. I was told by the sales that Z3 was a 2.5, but it was in fact a 1.9 after I signed the paper. I can blame myself for that foolish mistake. A year later, told by the sales that Z3 was a 2.5, but it was in fact a 1.9 after I signed the paper. I can blame myself for that foolish mistake. A year later, I had a problem with the soft top, and they super glued the soft top and rear plastic mirror together for $125 bucks. Another year later, I lost my fog light plastic cover, and called them up for a quote. They still haven't respond my inquery. A week ago, I replaced the car battery myself, and I found that the radio code is missing from the user manual package that they gave me. I called them up and ask them for the radio code. They were going to charge me $40 bucks to reset the code, yet they weren't going to give me the radio code one way or another. Although Patrick was friendly for my trip to fix the plastic mirror, but everything else is falling short from being a good car dealershop.<br><br>Alex from Concord BMW helped me with the radio code for free. I think I am going to take my business to Concord BMW. Thanks Steven Creek BMW. More

I brought my car to Steven's Creek BMW, Jesse specifically, on the recommendation of a friend. My service appointment was to perform an Inspection I and address a few nagging warranty items.<br>< specifically, on the recommendation of a friend. My service appointment was to perform an Inspection I and address a few nagging warranty items.<br><br>The number one item on my list was a seat click coming from the driver's side sport seat. Prior to going inside to write up the details of the visit, Jesse and I went to my car and I demonstrated to him how to reproduce the clicking in the seat and he acknowledged it and said they'd take care of it.<br><br>The next day when I returned to get my car, he presents the invoice for the service that listed all of my complaints along with the diagnosis and resolution. All of them came back with "could not duplicate" including the seat click issue. I confronted Jesse about this and reminded him that the day before, he and I went to the car and reproduced the problem together. He explained that he went out to the shop and also demonstrated the click to the service technician. He then began to claim "they all do that... even your passenger seat does it..." which is an absolute lie.<br><br>I demanded that Jesse change the resolution for this problem on the invoice to indicate that the problem WAS verified, but they were unable to fix it. They didn't even try because Jesse told me all of the TSB's were already applied since my car is a 2002 model. However, I made it clear that something more was needed to resolve the issue and Jesse made no effort. The day after I picked up the car I called Jesse to discuss my dissatisfaction and schedule another appointment to have a BMW Field Rep look at the problem. I had to leave a message. That was 2 months ago and I still haven't received a call back. <br><br>After my appointment I received 2 calls from BMWNA asking about my service experience. I complained about the problem, and the poor effort and rubber stamp "could not duplicate" resolution from Steven's Creek. Both people I spoke with said I'd be getting a call from BMWNA to discuss it. As of this writing (2 months later) I have yet to receive a call from anyone at BMWNA or Steven's Creek BMW.<br><br>This was my first and last visit to Steven's Creek BMW's service department. I won't go back there for anything, not even a light bulb. <br><br>In 1996 I was in the market for my first BMW and visited Steven's Creek. Although I was the only customer in the showroom, no sales persons were available to help me. The general mood of the sales department was rude and pretentious. I walked out after 15 minutes of being ignored. More

Are you particular about who services your car? Then read on:<br><br>Last year when my M3 was on a ship coming over from Germany to be delivered to Palm Springs. While I was anxiously awaiting, I start read on:<br><br>Last year when my M3 was on a ship coming over from Germany to be delivered to Palm Springs. While I was anxiously awaiting, I started a quest to find the best BMW service dealership in the Bay Area. I am very very particular and wanted only the best people to deal with my new car. After talking to lots of people and dealerships, one thing that kept coming up was Stevens Creek BMW as the place to go. <br>I deal with Patrick in having my 03 M3 serviced and always have the same M mechanic work on my car. Patrick goes beyond the call of duty to take care of you and your car. I would highly recommend this service department to anyone. BTW...everytime I pick up my car the mechanic comes out and discusses what he did to the car etc....<br> More