BMW of Monterey

Late, rude, broke my windshield Review of service department: Undoubtedly the worst experience I've ever had in any service industry. Late, rude, broke my windshield and accused me Review of service department: Undoubtedly the worst experience I've ever had in any service industry. Late, rude, broke my windshield and accused me of being a liar. On arrival (10:35) I waited for 10 minutes for a service technician to check me in. After going inside to find somebody to help I was told to wait at Mike's desk. He was with another customer and would be "back soon". Another 10 minutes past and an alternative service rep asked what I needed. I explained that I was in for a air bag recall and had requested the shuttle into town whilst the work was performed. He said the work would be 2-3 hours and shuttle pickup would be at 2pm (which I explained was important because I needed to be back home to pick up the kids from school). No proper check in, just a scribbled note "to mike" [this turned out to be a big mistake on my behalf..] At 2:20, no shuttle, so I called to remind them of pickup. Back at the dealer at 2:50 (now running very late for school pickup) I asked them to expedite checkout and payment of my service inspection fee. At 3:15 I had the keys to my car and was finally on my way, or so I thought... I realized that the windscreen had been cracked (a big 12" crack right above the steering wheel)! I reported to issue to Mike, who was too busy to help, so another rep took and look and promptly called the manager. I explained that the windshield was not cracked when I brought the car in and it must have been done during replacement of the steering airbag or on test drive. They told me I had obviously not noticed the crack when I brought the car in. Not noticed!!! I had just driven 35 miles to the dealer with my girlfriend and it would have been impossible to have not noticed such a large crack RIGHT ABOVE THE STEERING WHEEL! After some discussion, the manager of the service department point blank refused any responsibility and said that the intake paperwork showed the windscreen as existing damage. It was at this point that I realized my check in mistake... in a rush to get on to the shuttle, the proper intake procedure was not followed. Why didn't I take a couple of photos of the car [something I routinely do when renting, etc]. Given the chaos that morning, I bet the car was worked on, test drove and then all the paperwork completed AFTER the window had been cracked. I didn't have time to argue anymore, it was 3:30, my girlfriend and I were already way late to fetch kids. I was disgusted and angry -- I was accused of lying about the state of the car. I felt like I was being treated like some punk kid that was trying to cheat the system [I'm over 50 and my integrity and fairness is fundamental to my life ethics]. My girlfriend was physically sick, worried about her son and speak-less about how a supposedly premium car company could treat repeat BMW buyers like this and accuse us of fabricating a story. What am I going to do now? Eat the $1000 cost of a windshield replacement, I guess. And make sure that everybody is aware of the suspect practices and quality of Monterey BMW service department. In summary, steer well clear of this service department -- Steven's Creek (San Jose) BMW is much better. Always make sure you properly document the state of your vehicle prior to handing over the keys, treat time estimates with a pinch of salt, they are not concerned about your time. More

NOTHING COMPARES TO GREAT CUSTOMER SERVICE I work in customer service myself for a brand that believes in giving our customers the best experiance possible from beginning to end. I quickly foun I work in customer service myself for a brand that believes in giving our customers the best experiance possible from beginning to end. I quickly found this to also be true of BMW of Monterey, from Mr. Parris Yancey, Mr. John Polli and Ms Misty Uemura. From beging to end they all made me feel welcomed, comfortable and didn't hesitate to offer me refreshments multiple times. Mr. Parris was very entertaining made me feel comfortable was never pushy had great product knowledge and was a great help in the process overall. Mr. John Polli was very patient worked with me over the span of two days was very flexible and always available to answer all my questions. And I couldn't conclude this review without mentioning Ms. Uemura who also went above and beyond to help me finalize the purchase of my new beautiful car. She went over every little detail in my contract, answered every question I had and made sure I was completely content with signing. She was more than willing to work with me over a span of what by now must have bin a week if not longer, being the mediator between the bank and myself in order to get all the paper work we needed in order. Was constantly in contact with me through email and txt and made sure I was updated at all times, she made it so easy for me considering my crazy work schedule. All in all I had a wonderful time working with the three of them and could not have asked for more in my experience. I'm so happy with my new car but most importantly happy with the amazing work ethic of BMW of Monterey they really took great care of me. I would highly recommend BMW of Monterey to anyone looking for a quality vehicle and great customer service! Thank you all so much i couldn't be happier with my purchase and experiance I had! More

Working with John Polli was an exceptional experience John Polli made my least favorite type of shopping - buying a car- a pleasant experience. He answered all of my questions thoroughly, and has excellen John Polli made my least favorite type of shopping - buying a car- a pleasant experience. He answered all of my questions thoroughly, and has excellent product knowledge. BMW of Monterey knows how to take care of their customers. I love my 535i! More

CPO BMW bought with many flaws - Not really certified!!! Recently ( 2+ weeks ago) bought a CPO BMW 535i The car was sold as CPO BMW, which meant that all required processes and parts must have been chec Recently ( 2+ weeks ago) bought a CPO BMW 535i The car was sold as CPO BMW, which meant that all required processes and parts must have been checked and if defected then should have been fixed/replaced. But, upon driving it the first day, I realized: * Door seal was torn. It should have been in good condition being a CPO car * Missing air-conditioning vents . There should have been in good condition being a CPO car * Left lift was missing. It should have been in good condition being a CPO car * The brakes and rotors created a vibration when one pressed the breaks No vibration should have been present, since the car was a CPO * The dealership gave me just the first page of the CPO document. Thankfully I brought the car for full inspection to another BMW dealership who detected all of the above problems. I FIND THIS (concealing the pages of the CPO document) a deceitful practice. It seems that the dealership wanted to hide information. I complained the next day. Mr. Paul Giovino (General Manager), told me to bring it back the next week for the service department to look at it. We made an appointment. I brought it back. I was told that I will get an update in 20 min. Already 50 min elapsed, no update. I have to go and demand from the service manager to go with me for a test drive to be convinced that the car vibrates upon pressing the brake. Initially I was told that breaks and rotors are fine. ONLY after the test drive (on the highway), the service manager acknowledged that indeed there was an unacceptable vibration. The above behavior (not believing the customer, initially claiming there is no vibration, selling a CPO car that the brakes/rotors and vibrations should have been checked, AND only after my insistence for a highway test-drive to admit there are problems) is UNACCEPTABLE!!! I was asked to wait 4.5 hours. Of course I had to drive from San Luis Obispo (time, gas, cost) and spend most of the day in the dealership. The fixed the seal on the door, put back the missing air-condition vents, and missing lift pad. The surfaced the rotors, and the vibration subsided. I asked to replace the rotors, the dealership refused. I requested couple of very low cost items to be given as a gift/token appreciation for my huge inconvenience, BUT the dealership refused. All of the above made me to believe that the dealership ONLY cares about the sale of the car. Absolutely they refused to negotiate. In conclusion, I give: * good reviews to the used sales person Eldar K. I believe it is NOT his fault. Even though he should have known all the issues by checking the details in the CPO report. Not Acceptable. * Poor review to the USED SALES MANAGER (I do not recall his name) Bad attitude, NOT willing to negotiate * Poor review to service manager. Not believing that the car has issues. NOT acknowledging that his service crew made big errors in producing a faulty and not accurate CPO report when the car was put on the lot to be sold as CPO Pre-owned. I will NEVER recommend this dealership to anyone!!!! More

Amazing sales man helped me get my dream car ! Got my self a 2015 m235i ! No pressure salesman offered me food and beverages ! Would recommend this dealership sales man helped me get my dream car ! Got my self a 2015 m235i ! No pressure salesman offered me food and beverages ! Would recommend this dealership to anyone! More

knowledgeable. professional. This wasn't my first transaction with Michael and won't be my last. He is professional and very knowledgeable about all the different models and is ha This wasn't my first transaction with Michael and won't be my last. He is professional and very knowledgeable about all the different models and is happy to explain in detail or just hand you the keys over for you to see for yourself. Even a few days later followed up with me to see how I was in enjoying the car More

Very professional and personal at the same time Michael Godick has been helping us for the last 15 years and has been unfailingly helpful and efficient, going out of his way to accommodate our needs Michael Godick has been helping us for the last 15 years and has been unfailingly helpful and efficient, going out of his way to accommodate our needs. More

Service I was able to leave my car the day before service which was more convenient for me. It was serviced the next day in a timely manner. They have a pic I was able to leave my car the day before service which was more convenient for me. It was serviced the next day in a timely manner. They have a pick up service which is so convenient. Car was washed and vacuumed, so nice. More

The Ultimate Buying Experience for the Ultimate Driving Mach This purchase was the 11th BMW we've owned. Our phone conversation with Gary was such a professional experience, we decided to drive 2 1/2 hours to bu This purchase was the 11th BMW we've owned. Our phone conversation with Gary was such a professional experience, we decided to drive 2 1/2 hours to buy our 2017 BMW X-3 from him. So glad we did. Gary is a pleasure to work with, and easy to deal with. He paid attention to details and was thorough at every level of our buying experience. He knows the care inside and out, and provided clear explanations for the technology features. More

ALWAYS THERE TO HELP OUT WITH WHATEVER I NEED We have purchased 7 cars from this dealership. Have worked with Bob Thomas for each car. I love this guy. He is the kind of person that truly has t We have purchased 7 cars from this dealership. Have worked with Bob Thomas for each car. I love this guy. He is the kind of person that truly has the customers interests at heart, besides he is a great guy! We just purchased three cars from him this past year. More