BMW of Fremont

Brought in my car for recall (software update).But BMW Brought in my car for recall (software update). But BMW Fremont removed my $2500 upgraded cluster and filed a warranty claim with BMWNA to downgrad Brought in my car for recall (software update). But BMW Fremont removed my $2500 upgraded cluster and filed a warranty claim with BMWNA to downgrade my cluster without notifying and obtaining approval from me. I was only notified only when it was 1.5 hours from picking up my car. I received the call at 3:49pm (3rd day) that they had opened a claim with BMW USA and got me a new downgraded cluster. I told them stop. I am not ok and told them to stop. 3:53 called them again to say stop. I do not approve to change my upgrade cluster. Drove to the dealership and told the service advisor to stop. I asked to talk to the foreman to show me why the cluster needed to be replaced. Nothing was given or provided to show why my upgraded cluster needs to be replaced. I told my service advisor stop and return my $2500 upgraded cluster. He went to his supervisor and gave me 2 options 1. I have to pay $2200 for the new downgraded cluster that they got from BMW in order to get my upgraded cluster back. 2. Or be happy that BMW of Fremont provided excellent and proactive services and take the car with the new downgraded cluster. I should be happy that I need to spend another $2500 to get another upgraded cluster. Basically I need to pay over $2000 just to get my upgraded cluster back. 1. My upgraded cluster is my property and I paid for it. No one should have the right to remove it without my consent. 2. My car belongs to me. Not BMW of Fremont- any removal of parts from my car also needs my consent. I wasn’t even notified until they are almost done with the unauthorized work. This is clear violation of my property rights and direct violation of CA BAR. Lastly- I am not ok for SA to call me at 6PM on Halloween night to accuse me of giving him authorization in middle of family dinner. Continue to lie and pressure me to accept their mistake. A formal police report has been filed. More

One star. Visited to check out some i3s; I stated up One star. Visited to check out some i3s; I stated up front that is why I was there The sales person they set me up with knew almost nothing abou One star. Visited to check out some i3s; I stated up front that is why I was there The sales person they set me up with knew almost nothing about i3s and couldn’t answer even basic questions I wanted to test drive on the Freeway but she said they didn’t allow that. She suggested the X5e as an alternative, which I did try but she couldn’t answer questions about that either. I had questions about CA carpool lane EV decals which she couldn’t answer (which is fair enough); she took me to talk to someone who was stated to be the expert on such matters who stated that decals were not tansferrable to a new owner. I have since checked this on the DMV website, and found that statement is completely incorrect. When I was done and went to leave she said I “had to” wait to talk to “a dealer” before I could leave; she chased after me insisting but I just kept walking. Unbelievable More

Most awful service department with rude service employee. I bought my new BMW at the above place. The experience fair. So I decided to take my car for service. I made a for Sep 27th at 740am (Friday). I got I bought my new BMW at the above place. The experience fair. So I decided to take my car for service. I made a for Sep 27th at 740am (Friday). I got to the service center at 752am. I apologize for the traffic. Then the service person ( he lives in Walnut Creek-knows the traffic) told me it 'll take almost four to five hours for an oil change. When made the appt. I was told if one comes in 7-8 am it should take more then an hour. I felt bad being 10+ min late and I have some errands so cannot leave the car. I asked the service person, When can I come early next to get my oil change within an hour. He said Oct 2nd at 7am would be perfect. I was there at 635am( first person) toady 2nd OCT 2019. They open door at 7am and one service person directs me to pull over inside. Then he checks his IPAD? told me I do not see your name. I told him it's not possible, I have the B-card with appt, voice mail reminder from them and email to prove it. He said we can do it. He handed me over to this service person (new) He checks my key with computer and told me I need all these services. Mind you the car has only 4011(4k) miles on it. I told him I just have time for an oil change , his tune totally changed. He said well It will take 3 half-hour to four hours for oil change, we do a safety check in all cars and definitely take four hours. I kept pushing sell all services. The car has only 4k miles only. I told him not acceptable because i need my car. Next time we can do the other service when i have no need of the car for a day. he still insist on fours hours. I told him check with next person(Kiosk) (original service person from Friday -per him it takes only an hour). I was so frustrated and left for the second time. I wasted two hours in traffic. I have other high-end cars I took to service at dealer never had that bad experience. The service department ( 4 persons) I dealt was absolutely horrible. Practically, they ll try to force sell your services. Kept referring to BMW recommendation and safety. (the car had only 4k miles) You can check , I usually never leave feedback on any services. I had to do this because these people are a bunch criminal. I plan to call Channel 7 and 4. More

Annoying Customer service I had the most pathetic experience at BMW Fremont. For starters, I dont think they are interested in Service at all, and only want to sell cars and sh I had the most pathetic experience at BMW Fremont. For starters, I dont think they are interested in Service at all, and only want to sell cars and shoo the customers away. I made a service appointment at 10 AM with request for loaners a week back, when I reached, they made me wait for 30 mins to have someone assist me. Question - If you anyway are planning to make the customer wait, why ask for an appointment? Second Part - Nick Lal, Service manager, tells me car will be ready in 4 hours and for the loaner they have tie up with Entreprise rental so they will drop me Entreprise with everything already booked for me to pick up the loaner. I am like fine, its matter for 4 hours for service, so its ok, they must have gone short of loaners. I reach Entreprise, they made me wait 45 mins again to give me a car a Stinking basic Subaru Impreza. Question - If BMW takes pride in BMW difference and customer service, typing up with Entreprise for loaners, dont you guys have brains to atleast chalk out a smoother process, since BMW is giving business to Entreprise. Whoever in your management came up with the idea of putting your customers in front of Entreprise salesman without training them the BMW customer service standards. Third Part - At 3PM, I am still waiting for Nick Lal's call, (seems he has forgotten his job to follow up and inform). I give him a call back at 3:10 PM, now he says BMW service team did not find time to look into the car, so it might take 2 days for car service to complete. Question - From 5 hours my car is just at your service centre with no one even started work on it, why didn't you guys call me 1-2 hours into drop in time and inform me, why wait until the customer calls back. Is this the BMW difference? Question - 4 hours to 2 days? difference in effort estimation is so huge without even touching the car. Are you guys even trained? or interested to be in service? I picked up my car immediately and did'nt want to leave it for 2 days under ill trained mechanics or service managers. I don't recommend BMW Fremont for neither Sales(leasing the car wasnt great too) or Service, You will end up wasting your time and money if you give your car to them More

Horrific experience with their service department If I could give it a zero I would. I had a horrific experience with the service adviser “John”. He is rude and unprofessional. I never felt so hu If I could give it a zero I would. I had a horrific experience with the service adviser “John”. He is rude and unprofessional. I never felt so humiliated and mistreated in my life before comparing to my recent experience with John. My husband took the vehicle in 2 weeks ago after I heard a grinding noise whenever I was slowing down or stopped the car. John took our case and tested drive the car. We even played the noises that we had recorded to John to assist him for the diagnosis. After a while, John told my husband the car was totally fine. The noise was caused by the engine fan due to the hot weather. We brought the car back and continually drove for another 3 days. I found the frequency of the noises was getting higher and higher and the noises started to kick in even when I was driving in the normal or high speed. One evening, after I left the office the car was completely broke down while I was driving. Luckily when that happened I was already off the freeway so I was able to pull over safely on the road side and waited for the tow truck in the 85 degree heat to tow my car back to my house. The next morning we called the tow truck again to drop off our car at BMW Fremont. Again, “John” was assigned to assist us. After the technician conducted another diagnosis and John proceeded to quote us over the phone at $2150 for the parts and labor. According to John, he already gave us some discounts to cover the rental car since they had no courtesy car available so we need to get a rental car at Enterprises by ourselves first. Since I was very upset about the dangerous situation I was put into the day before, I told John I deserve a good gesture and whether he can do the job at $2000 even. Honestly I felt BMW Fremont is liable in certain ways since they failed to detect the problems when we brought in our car the first time. The mishandling not only potentially caused further damages to my car but also put my life at risk, since I could get killed if the car broke down on the busies freeway in Silicon Valley! You cannot believe John’s reactions to my statement – not only he kept interrupting my talks but also he started to yell at me loudly. He told me I have two options – either to take the offer as is or otherwise he is going to raise the quote to $2500. He also told me he already did me a big favor and gave me a so called “discount”. He also pointed out the repair job does cost money and I shouldn’t expect them to do it free… Since John kept shouting at me over the phone, I felt so devastating and I felt I cannot continue the conversation with him any longer. I gave the phone back to my husband. At the end John finally soften his attitude and came to an agreement with my husband to reduce the quote to $2000 after we told him we’ll get another repair shop to do the job. Because we need the car badly so we decided to proceed with the repairs at BMW Fremont. However, I have to say this awful and horrified experience made me extremely upset and frustrated. It made me set up my mind our next vehicle won’t be a BMW even though you can check our track record that we had been loyal BMW customers since 1996. I’m also making my family and friends aware of the extremely rude treatment and poor service that BMW Fremont had provided. I felt BMW Fremont doesn’t care about customers anymore. Otherwise, how can the service department allows the customer being treated so disrespectfully and unprofessionally? More

Clueless Service Department I made an appointment THREE weeks ago to have roof rails put on my new BMW I purchased at this dealership. I get to my appointment at 10am, and am to I made an appointment THREE weeks ago to have roof rails put on my new BMW I purchased at this dealership. I get to my appointment at 10am, and am told they're running behind. After waiting 35 minutes I ask what is happening, and they say there is still one person ahead of me. After 50 minutes a service person finally calls my name. She says she has to check on the part. Guess what?? They don't have the part!! Seriously?!? I have now wasted 55 minutes to hear they can't help me today. I am LIVID. I realize it is not the service person's fault, but a complete lack of organization at this dealership. The head of the service department is standing next to me, and hears this mess. She did not apologize, or even make eye contact with me. Between driving to and from, and wasting one hour here, I am ANGRY. I would not suggest using this BMW service department More

They are getting more ridiculous 3 weeks ago I got a letter from BMW of Fremont service, stating my BMW 328d is subject to recall and I need to bring my car in for correction action. 3 weeks ago I got a letter from BMW of Fremont service, stating my BMW 328d is subject to recall and I need to bring my car in for correction action. I reserved service time on last Saturday morning, when I met the worker there they told me they can do nothing about it now since BMW don't have any solution for this recall problem yet - then why ask me to bring my car in for "correction action". It's getting more ridiculous and crazy now: today I get another letter from BMW of Fremont asking me to bring my BMW 328d in for same recall "correction action". I am seriously think Fremont BMW of Fremont is out of their mind, and now understand why BMW of Stevens Creek is always busy and nobody in BMW of Fremont - seems all customers figured out they are in no place to help anyone but make them miserable!!! More

Horrible service Do not buy or get a service at this location, poor as i poor service!!! HORRIBLE..... NO HOSPITALITY! DO NOT GO THERE! Go somewhereelse! Worse Do not buy or get a service at this location, poor as i poor service!!! HORRIBLE..... NO HOSPITALITY! DO NOT GO THERE! Go somewhereelse! Worse dealer, I’ve ever had! More