BMW of El Cajon - Service Center

Worst experience ever I took my 2017 BMW 440i with 3800 total miles on it to the dealership for service recently and they damaged my car during the process. I noticed th I took my 2017 BMW 440i with 3800 total miles on it to the dealership for service recently and they damaged my car during the process. I noticed the damage on my own and the dealership initially did not mention any issue when approaching me after the service. I approached the GM about the issue and was told that they would review their own internal photos to determine whether they had caused the damage, which would take about 4 days. The dealership never followed up on the issue so I did. During that conversation, I asked about the photos of the vehicle, which the dealership did not have. The dealership said that they wanted me to bring the car back in for inspection, but I refused as they had already inspected it during service and I did not see a need to drag on that side of the process. I was hoping for a more swift resolution. They finally admitted responsibility and told me to bring the car back in to fix the admitted damages. I initially said yes and went to the dealership to drop off my vehicle, but the Service Manager named Matt Moore refused to provide me with a loaner vehicle, because I was planning to go to Mexico for work during that time. He continued pressing me with unnecessary questions regarding the damages, even after the dealership admitted responsibilities. He was unreasonable and apathetic to my situation and left a sour taste on top of the actual damages caused to my car. He offered me an unreasonably useless resolution by offering to solely pay the deductible on my own insurance for the damage and I obviously refused. Finally, he offered to fix the damages but would not allow me to use a loaner vehicle. I even mentioned that the dealership could pay for my car rental in mexico if the loaner situation wouldn't work and he still refused. More

Laralyn and Marcelino reaffirmed my commitment to BMW. I am on my 5th BMW and have been to BMW service centers up and down California. I was getting nervous that the customer service at BMW was gone in the I am on my 5th BMW and have been to BMW service centers up and down California. I was getting nervous that the customer service at BMW was gone in the times. I brought my car in to El Cajon BMW Aug. 2019 for a recall and did not have a great experience. The first service guy was not the nicest and I have had him in the past and has not improved. I mean come on you work for bmw and you say you are an AUDI man!!!! Well, the next day my service light came on and I tried to contact him and no response. So I came in the next Saturday and I was greeted with a warm smile and a wave from Laralyn. She greeted me with a friendly hello and remembered that I came in a couple days prior and I told her my problems. She quickly made suggestions that I come in with the technician that comes in on Monday and will do a complete work through. She set up an appointment and set my mind at ease and really was kind. Something I haven’t been receiving at BMW’s in awhile. I came in on Monday and I get Marcelino, he was amazing. He was kind and honest and he was so helpful. He and the technician went through my car, found out exactly what was wrong and it was warranty work. It was things that I was told would cost me thousands a week prior now is covered under warranty. He told me that the reason why the lights came on was not a computer issue that would have costed me a few hundred was actually something simple. I was so glad that I received the help from Laralyn and Marcelino!!! My car came out better and healthier than it has been in a couple of years. They were kind to me and it wasn’t because I had the nicest car it was because I was a person. Thank you so much. That is why I am a loyal BMW customer. More

Unbelievable service Laralyn is the best service writer that I have ever met. She went way above and beyond to take care of me.. my vehicle was out of warranty and the re Laralyn is the best service writer that I have ever met. She went way above and beyond to take care of me.. my vehicle was out of warranty and the repairs would of cost over 6k which I could not afford right now. She Dug deep and went the extra mile to help me. She found a recall that actually covered my repair. Instead of just telling me there is not they can do she found a way to get it done. I don’t know of very many people that would do that. Not only does she take her job seriously and provides extreme good customer service. She also is more knowledgeable then most mechanics I run into. Because she went the extra mile for me I ended up adding another $700 of extra care to my bill. Laralyn made me feel like I can trust BMW of El Cajon and now I have a great feeling when I go there. I will be buying my next vehicle there. I strongly recommend you take your vehicle for any service to Laralyn. More

No Customer Service I took my vehicle in for service. I was told the oil problem I had would likely be covered under a class action suit against BMW. Three days later I a I took my vehicle in for service. I was told the oil problem I had would likely be covered under a class action suit against BMW. Three days later I am told the dealership intervened on behalf and BMW of North America denied payment as my car was over the mileage allowed. I spoke to the service manager and he basically told me there was nothing they could do and if I wanted the repairs I would have to pay. I asked if there was anything the dealership was willing to do. He said no. I explained I didn't think that was good customer service considering I have owned 6 BMW's and 3 were purchased there. I told the manager I would think they would be willing to offer some type of a discount since I have given them my business. He proceeded to tell me if I wanted a discount I should have said I wanted a discount on the repairs. He offered me 20% off a $9,000.00 repair then told me if I was done talking he was hanging up and I could take up any further issues with BMW of North America and they are not BMW they just sell their cars and have no responsibility for the product they sell. Really, I guess the BMW in BMW of El Cajon has no meaning at this dealership. I think the next $300,000 dollars I spend for 3 cars will go another dealership. Had this manager told me, we really value you as a customer and want to figure out how to make you happy and resolve this issue I would not have felt the need to write this review. I have been a loyal customer to the brand and the dealership and the tone of this conversation was F*** Y**, we don't care, pay up or get off the phone. More

Service Manager is Horrible I know that previously I have recommended this place to many of my friends. But, yesterday morning I went in as usual for my routine service on my 328 I know that previously I have recommended this place to many of my friends. But, yesterday morning I went in as usual for my routine service on my 328i. I was waiting in the lounge and happened to see the Service Manager Matt Moore pacing up and down outside. He was yelling on the top of his voice to someone on his phone. A few seconds later he spoke to one of the Service techs and was shouting and insulting him in from of everyone around. I had never seen Matt treating anyone in such an aggressive manner. imho, no employee of any company should be treated like a slave. I continued to watch and listen to Matt berate the tech with profanity. No other employee intervened. Looks like he has done this before. I almost spoke up but I was scared Matt may turn his anger towards me. I waited for my vehicle and paid for the service. As I drove home, I decided to take some action. I went and reviewed other posts online. It seems this is a normal complaint on many other posts regarding Matt Moore. I will never return to service my vehicle at a place where the employees are mistreated by their superiors. Shame on the management for looking the other way. How does such a reputable dealership survive with such abhorrent behavior from management Maybe the powers that be don't know or maybe they are OK with it. I don't mind traveling a few extra miles to have my vehicle serviced, where the employees are treated with respect. More

Absolutely Disgusting Service Manager: Matt Moore Being a 66 year old Senior Citizen, the least I expected was some common courtesy. I would give this place -5 Stars, if there was such a choice. I rec Being a 66 year old Senior Citizen, the least I expected was some common courtesy. I would give this place -5 Stars, if there was such a choice. I received a call from the Service Manager Matt Moore, regarding an ongoing issue that needs to be resolved with my 2013 BMW 535i. Matt has ZERO Customer Service Skills. He was rude and aggressive and belligerent, but that did not stop me from trying to explain my situation. Matt tried to cover up for his subordinate Daniel, who for some unknown reason screwed up my vehicle. All Matt had to do was tell me the truth that Daniel made a mistake and he would fix it. Matt hung up the phone when I caught him lying several times. I sent him an email to remind him that he was totally unprofessional and that hanging up did not resolve the problem with my vehicle. Whatever happened to the phrase, 'The Customer is always right'. Shame on you trying to take advantage of a Senior Citizen. Rest assured you WILL fix my vehicle back to its original condition at your cost. More

best customer service in town! This dealership is amazing. From the moment you pull up they treat you like a vip, it was very nice. Michael the service advisor was very nice and This dealership is amazing. From the moment you pull up they treat you like a vip, it was very nice. Michael the service advisor was very nice and knowledgeable. Everyone smiles and makes sure you are not waiting for more than 15 seconds. They give you a beautiful loaner car too! Also the cappucino machine is a bonus for sure. I love this place and will always go back. A wonderful experience! I had 3 recalls on my car and they fixed them all for free in 2 days. More

Excellent environment and people El Cajon dealership is very friendly and welcoming, their staff is extraordinary and I would like to thank them for their awesome service. I would El Cajon dealership is very friendly and welcoming, their staff is extraordinary and I would like to thank them for their awesome service. I would definitely go back in the future. More

Terrific Service I've had the pleasure of working with Daniel Luker the last 2 times I've brought my car in for maintenance, and most recently to have the iDrive scree I've had the pleasure of working with Daniel Luker the last 2 times I've brought my car in for maintenance, and most recently to have the iDrive screen repaired. Terrific service. Thank you! More

Horrible My service advisor was Brent Mattraw. I had a scheduled service at this dealership. I recently moved to the area from Murrieta CA. Brent told me that My service advisor was Brent Mattraw. I had a scheduled service at this dealership. I recently moved to the area from Murrieta CA. Brent told me that the prices at their dealership were the lowest. Later Brent called and wanted to add on a costly rear brake job and resurface the roters. I asked does it need to be done right now he said in the near future. At the time I was in LA with the loaner car. I said I would be coming in late with the loner or in the am because I did not know how late I would be stuck in the traffic on the way home. Brent started that if I was not also getting the $500+ brake job done too he prefers the loner car be back at 6pm. This kind of demand has never been made of me at other dealerships. I was stuck in LA and stressed out that traffic and accidents kept me on the road from 3:30pm till 8:30pm. The next morning I filled up the gas and went to drop off the car at 7am. The guy who took my loner was nice. the service agent Michael Parker was cordial till I inquired about the price of my oil change. I asked if they price matched other BMW dealerships. He quickly said NO. It was a stern no. I stated that I was just inquiring because I received a special from my old Murrieta BMW Dealership for an oil change for $79.95. ElCajon BMW was charging me $129.00. Michael stated they never consider doing that. I just pulled out my card and paid for it quickly. There was never a Thank You for choosing us or a feeling that this place catered to anyone not dropping a 1k min. So this place is not classy, not competitive in their pricing and stingy when they don't get a big sale making their clients stress about the time they can return the loner car, weird experience.I highly suggest BMW SD and Murrieta because they are competitive, they will give you the car for anytime you need, they are genuine, helpful and run a classy service experience. More