BMW of Mountain View - Service Center

Heard of lots of bad reviews about this place so I didn't expect a good experience at all. But I still had to try my luck here since this is the dealership closest to work, plus hubby and I bought the new 1 expect a good experience at all. But I still had to try my luck here since this is the dealership closest to work, plus hubby and I bought the new 128 convertible here through the internet department. Seems they could do a reasonably good job on time, as long as you can describe the problem clearly. The service adviser, Mark, was good. Besides the wood trim I need to replace (making buzzing sound), I also asked to replace the small plastic pad underneath the car (I broke it after running over the curb). I got the wood trim for free (under warranty) and paid only the parts cost for the pad, no labor charge. In addition, they checked and inflated the tire for me since the FTM got on 1 day before. Overall experience is much better than I expected. More

After the initial greeting I sat for 30 minutes in my car waiting for the service advisor to show up with no updates nothing. I finally just left. While I was waiting I saw the line at the enterprise rent a waiting for the service advisor to show up with no updates nothing. I finally just left. While I was waiting I saw the line at the enterprise rent a car loaner move very slowly and timed a customer reaching the head of the line for 20 minutes. The whole "drop-off" experience is a 1 hour ordeal. My Lexus drop off takes me 10 minutes or less!! I was however 20 minutes late for my appointment. More

i brought my car in for the scheduled free oil change. i brought my car in for the scheduled free oil change. i made an appointment about two weeks in advance. i told the appointment person i would dro i brought my car in for the scheduled free oil change. i made an appointment about two weeks in advance. i told the appointment person i would drop off the car the night before, so i would not have to rush in the morning. i also called back a few days later to put in a request for loaner car, also with the appointment person. since this was my first service visit, i had no idea who my SA would be. step 1, drop off the car. i get to the dealership a little after 5. i stand around looking for somebody to help me out. nobody. just a bunch of people running around, customers picking up their cars, people returning loaner cars, it was chaotic. i stand around for about 5 min, and soon see i need to go find somebody to help me out. i got to the appointment person, and she's busy on the phone and also looks like she's packing up. so i try to find a service adviser near their offices. looks like almost everybody went home. about 15 min later, i finally find one. he tells me i need to fill out an early bird form since it's after hours, but if i hand off the envelope and keys to one of their drivers, they'll take care of the rest. okay good, though a bit frustrating, step 1 is done. step 2, go secure a loaner. i have no idea what is needed to do this. so i ask one of their drivers. that driver gets me in touch with the guy that manages the loaners. this guy is a complete jerk. i tell him i need a loaner, and he asks what i'm dropping it off for and why the night before. i tell him oil service and that i let the dealer know what my plans are. he then asks me who my service adviser is, and i have no idea. he asks me to go with him back to his desk, and goes you're not on the list, but even if i was, i would not be able to get a loaner car because i'm bringing it in the night before. i then told him i made this clear with the appointment person, and she never said anything. he said it's their policy, yet kind of funny not everybody that works there knows this. he then just rudely goes, they don't have any cars and he can't do anything, and tries to walk away. as he was trying to, i ask well what am i to do now? he just says, you can go to the enterprise rent-a-car desk and just walks away. this guy def needs to work on his customer service skills!! and that policy is lame. i believe they had cars because i saw a bunch of people dropping off loaners!! step 2.5, enterprise rent-a-car. i walk over to the enterprise desk, and there's 5 people in front of me. that said, it took me an hour to get a car. on a brighter note, the worker there was very nice and courteous. the guy that manages the loaner cars can learn and thing or two from her. so what did i learn: this place is busy, i may be a bit short staffed. i think because so many people drive bmw's in the bay area, this place is packed with customers which can result in crappy customer service. also, if you want a loaner car, don't bother bringing it in the night before. if you know who your SA is, try to deal with them directly. suggestion for bmw mt view: you should have a service desk that helps out anybody that's just walked in, and points them in the right direction. if you don't know how this place works, you have no idea what you need to do. i can also see those older having a problem getting anything done there. this would probably really help the lack of customer service in the service department. thankfully, the oil change went smoothly. no issues. and my SA, raiford, seems to be a pretty cool guy to work with. More

This is the second time I have dealt with this dealership and I have been disappointed both times. The first time was 6 months ago. At that time it took them over a week to figure out why the rain sensor w and I have been disappointed both times. The first time was 6 months ago. At that time it took them over a week to figure out why the rain sensor wasn't working. That should have been a clue at how poor the service rating is. I wish I would have checked their rating before I bought a service agreement. So here I am 6 months later, trying to get a brake job done. I was told 6 months earlier that the pads were close to tolerances and to bring it in for service in a couple of months. So 6 months and 5k miles later I make the service call. The person on the phone making the appointment asks if my brake lining service warning indicator activated. I told her no and what the earlier service manager had told me. She went ahead and made the appointment. When I get to the dealership Raiford asks me the same question. I answer the same. He immediately says they can't perform the service unless the service indicator was on. Needless to say I wasn't thrilled. Basically he was telling me I just wasted 2 1/2 hours of my day and drove 80 miles for nothing. I had them check the pads and when I picked up the car, they told me my front pads were 1mm too thick to perform the service. This didn't make me any happier. Too top it off, the service rep was about as rude and unprofessional as a person could be. I also spoke to the service manager and was given the same story. He also actually said to me "Now that you're up to speed on getting service..." . This after he admitted I was told wrong information by Auto West. If the brake sensor isn't tripped, then they have to measure the pads. If I had been told this when making the appointment or by the original service rep 6 months earlier, it would have saved me a lot of frustration, time, driving and a rude service rep. More

They couldn't be more unorganized or unprofessional. After being misquoted for my job and chasing the parts department, myself, for my part. I spent two days trying to get anyone on the phone to find ou After being misquoted for my job and chasing the parts department, myself, for my part. I spent two days trying to get anyone on the phone to find out the status of my repair. Finally, after two days, they tell me that the work hasn't even started. Picked up my car and got it fixed the next day by another shop. More