Stevens Creek BMW - Service Center

Service department has no consideration for customer's time I'm not sure what the point of making a scheduled appointment is when you arrive to drop off the car ON TIME, only to find a line of cars waiting to b I'm not sure what the point of making a scheduled appointment is when you arrive to drop off the car ON TIME, only to find a line of cars waiting to be checked in. All in all, it took 1 hour from my scheduled drop off time to get my car checked in, then another 15 minutes to get my loaner car worked out. More

Warranty Issues I brought in my car and asked if my car was still under warranty. The service advisor said I’m good until July 2018. He even went to double check with I brought in my car and asked if my car was still under warranty. The service advisor said I’m good until July 2018. He even went to double check with his manager to see if it was okay to do an oil change again since I just had one 7 months ago. He wanted to make sure I didn’t have to pay the extra. They had my car for 5 hours and I get a call saying they made a mistake, but my car wasn’t under warranty and for them to do the oil change I would need to pay &$160. I told them that I double checked first before even dropping off the car and he said they made a mistake on the print out so I had to argue with them about it since it was their fault. He says he’d have to talk to his manager to see if they can waive the fee. He calls back in an hour saying my car was ready and I could pick it up. I picked up my car and the courtesy “car wash” they give for bringing your car for service basically did not look like they even washed it. They wiped my windshield inside, but there were streaks everywhere. I checked the maintenance they were supposed to do based on the “warranty” and nothing was done. Everything was still the same including the oil level which they claimed they did the oil change and waived the fee. They had also called me and let me know my service light was on and if I wanted them to check it, it was going to be around $250. I declined it and was later told by bmw when I contacted them about the issues I had regarding the warranty, they said it was up to the management at the dealership if they want to do a courtesy check for the check engine light without charging you. Obviously they just wanted money. This was before we found out my car wasn’t under warranty anymore. To keep my car for 6 hours and did nothing to it, but a bad job of getting the outside and inside cleaned, and having to pay for a rental car. I gave a star only for their somewhat exceptional service. I also had scheduled an appointment and got there early and it still took them half an hour after my scheduled time. Julio was friendly, but the customer service in the end and them getting my warranty incorrect which caused my car to not be serviced at all for the 6 hours they had it. More

Thank you Stevens Creek BMW Excellent Service Dept Staff, Riccardo always delivers efficient, professional customer service. Appreciate all the friendly, helpful professionals at Excellent Service Dept Staff, Riccardo always delivers efficient, professional customer service. Appreciate all the friendly, helpful professionals at your dealership! Thanks again and my BMW is doing great because of you! More

Friendly, courteous and thorough service I have had my X3 for almost 10 years now. I always have maintained the vehicle at Stevens Creek BMW and always have been satisfied with their Service I have had my X3 for almost 10 years now. I always have maintained the vehicle at Stevens Creek BMW and always have been satisfied with their Service Department. During those years I was fortunate to have dealt with Patrick Minnehan the Service Manager. Patrick has moved to Colorado and now Tyler Lem has taken his place. Tyler has made a smooth transition into the position and has the same friendly and courteous demeanor. The work has always been first rate and a great team of workers have provided me with a safe and great looking vehicle to drive. They always wash and vacuum my car whenever I have it serviced there. I highly recommend them ! More

Service My agent Neil Simons is really a professional in dealing with all the issues I had. He is always on top of it . I do recommend to my friends that the My agent Neil Simons is really a professional in dealing with all the issues I had. He is always on top of it . I do recommend to my friends that they should bring their car for professional fix. More

good experience made appointment friday morning. they got me in at 10:30. Had car done and cleaned by 2pm. Neil Simon was very he[pful. a good experience. made appointment friday morning. they got me in at 10:30. Had car done and cleaned by 2pm. Neil Simon was very he[pful. a good experience. More

Thank you Sean Sean Henry took care of my car and my insurance paperwork extremely well. Kudos to Sean. Ask for Sean if you have complex issue. I bought my car from Sean Henry took care of my car and my insurance paperwork extremely well. Kudos to Sean. Ask for Sean if you have complex issue. I bought my car from them also. More

Ashley is Amazing!! This by far was the BEST experience I’ve had at Stevens Creek BMW. My previous experiences were not the best. So arriving for my maintenance appointme This by far was the BEST experience I’ve had at Stevens Creek BMW. My previous experiences were not the best. So arriving for my maintenance appointment, expected the same. Was greeted by Ashley with a warm welcome and exceptional personality!! We talked, she listened and took note of all of my concerns! Ashley made my trip fun & easy! My lease contract is just about up and plan to lease again from Stevens Creek BMW! Thank You Ashley Bunce for taking such good care of me! I’m new to the Bay Area & it’s nice to know that there are great people like yourself who are willing to go the extra mile!!! God Bless! ?? Stacy Martinez More

Worst experience thus far at a BMW dealership! Avoid! This was my first time at BMW Stevens Creek (Santa Clara) since I usually service my car at BMW Mountain View. I came in for a simple oil service. The This was my first time at BMW Stevens Creek (Santa Clara) since I usually service my car at BMW Mountain View. I came in for a simple oil service. The rep found a BMW recall "DME CONNECTOR B12 17 17" and he added tat to my service and that's when my poor experience started... Before I left the center, I asked whether I'll get the car by the end of the day and I got a "We don't know yet but I'll update you in the afternoon" answer. I didn't think much of it but I hadn't received a call by around 3:30 pm and so I called the rep directly and he said: "I'll check and call you back in 5 mins". I didn't hear back and after an hour and I called him again since it was nearing closing time and the rep cut the call with a text that he'll call me back shortly. I again called back frantically after an hour and again the rep cut the call with a text that he'll call me back shortly I then got a text message at 6:30 pm that they haven't received the parts and he'll let me know tomorrow morning. This was just plain unacceptable. This was after the service center closed and the customer service rep said that they can't arrange for my loaner. I text the rep again and told him that I'm stuck without a car, I have errands and I don't have a loaner either and I need to know first thing the next morning if I can get a loaner. He said he'll check. I called the next morning asking for an update, no answer. Then I called the service center directly and then they said the service rep was busy. Two hours go by and I still didn't get a call. I then get a text that he'll get a loaner for me by noon and if that's acceptable. I replied back that that's just way too late as I already am late for a few meetings. I then asked him if I can just get over to the service center and wait for my loaner which he said that's ok. Next thing I know they don't have a shuttle available :( The customer service rep said that she'll comp my Uber and so I took an Uber to the service center Once I got there, I checked with the rep and he said that he still doesn't have an update because this is a new recall. I said that that's fine, just get me the loaner as I have to get to work. Once I registered for the loaner, I had requested that my car seat moved to loaner since it wasn't clear that I'll be getting my car back in the evening. 15-20 mins go by and still no car seat while I'm waiting inside my loaner car. Then I see the rep come back and tell me that they have to release my call as the recall part is back ordered and they can't perform the recall service on my car and I should give back the loaner. To add insult to injury, they asked me to wait for another 30 mins to prep my car! I mean xxx! Seriously? The worst part is that the rep said "I'm just the middleman". Really? It just doesn't matter. You represent BMW and you can't disclaim responsibility and provide a xxxxty customer experience. How is it possible that the rep wouldn't have known that the part was back ordered the day I came in for service? All they had to do in this situation was to call me back on the first day before the service center closed, update me that there was a delay on my recall part and proactively arrange for a loaner vehicle the same evening without me calling the service center frantically 4 times on the first day and another 4 times the next morning! This is not a unreasonable request. I've had a better experience at BMW Mountain View where they did exactly that and arranged for a loaner when things were getting delayed. In short, avoid this place. I recommend BMW Mountain View instead... More

Best service Tyler is the best advisor I have. He’ll take care of you whenever you need service to your car. I tried other advisor from the Bmw I didn’t like some Tyler is the best advisor I have. He’ll take care of you whenever you need service to your car. I tried other advisor from the Bmw I didn’t like some people because every time you call they never call back but when it comes to Tyler he’ll call back. More