Beverly Hills BMW - Service Center

This place is horrible I usually don’t write reviews but I’m writing here because of the horrible experience I’ve had with this place. Do not be fooled by the review given o I usually don’t write reviews but I’m writing here because of the horrible experience I’ve had with this place. Do not be fooled by the review given on google. yelp and plenty other online platforms reveal why they have so many negative reviews. I was recommended by a smaller dealership to work with them because of some fuel injectors and had my car towed there on a Friday afternoon. I had called prior to having my car towed there to let them know I will be sending my car over and they told me they will call me once they receive the car. I did not receive and calls and when I called them back on Saturday they put me on hold like 10 times in a span of 3 minutes. I began to get worried on why there was so much confusion on the arrival of my car. After speaking to several workers there nobody really knew what was going on. Over the weekend I had found a more reputable mechanic to fix the car but my wife insisted I just finish the job since the car was already there. I spent 2500 on new fuel injectors and a new battery which is extremely overpriced. I was hoping since I’m paying that much for it I assumed they will do a good job on it. My car hasn’t sounded the same since I got it and my check engine light came on which never happened prior to my car being brought there. I called and asked for the mechanic who worked on my car to see what it could be but the operator told me I would have to bring it in. They want to charge an additional 300 bucks just to find and see what was wrong with it. I have a strong feeling this was set up. It’s very suspicious that a week after fixing a car that was in very good condition has more underlying problems that weren’t there before. My experience was lousy from beginning to the end and even afterwards. I can now see why they have such a bad review online. They need to improve customer service and communication skills. I will never bring my car here or have any other type of business with them ever. Please save yourself the hassle and deal with a place that has some integrity and dignity. Once that is missing in the business it’s pretty easy to see why they have so many unhappy customers. I gave this place all the chances in the world and I hope whoever reads this will have enough common sense not to deal with this kind of place . More

Failure to Complete Required Recall I sought out this dealer for a mandatory airbag recall, long ago having left this dealership service center for its inconsistent work. The first time I sought out this dealer for a mandatory airbag recall, long ago having left this dealership service center for its inconsistent work. The first time, I was kept waiting 45 minutes, but agreed to come back a second time for the "final" replacement of the recalled item. On the second attempt, I left the car for five hours. The part was not replaced; in fact, I was told that the part was not in stock. Furthermore, the dealer found $3000 worth of repairs they recommended, and then offered to give me a loaner car while those repair were to be completed. The car, that had no obvious trouble when I drove it in, was returned prior to the repairs mis-firing, and almost impossible to drive. I did take it one mile to my service station that found some damage done to the ignition and spark plugs. These were replaced and the car drove without issue. I made repairs, and replaced the tires, radiator, thermostat for $2000 and the car is fine, but without the mandatory airbag. This service center at BMW is disorganized and chaotic. Also, I was never called to rate their "service." More

DISHONEST AND DISRESPECTFUL These people optimize the sleazy and incompetent car dealer. They removed my new radio from my new car and but in a remanufactured satellite radio fro These people optimize the sleazy and incompetent car dealer. They removed my new radio from my new car and but in a remanufactured satellite radio from a Used 2015 528i. The only reason I found out was I got an email from serious congratulating me on my new5 series. They are terrible stay away More

worst service I went in on a Saturday for issues surrounding convertible top came back Monday it still wasn't done after service rep told me call by 4 pm, he never I went in on a Saturday for issues surrounding convertible top came back Monday it still wasn't done after service rep told me call by 4 pm, he never answered and I had to leave car til next day. When I came Tuesday my car was on flat and tire needed to be replaced and they issisted I brought it in that way but I didnt, so I pay for new tire and they say they will put on and I can then take my car. Well the end of the day came and the tire was not fixed even though it was paid for. Now today I can't get rep to answer calls . They don't seem to care, I regret ever going. I will never got there again. Bottom line, I went to them for help and got nothing . More

WORST SERVICE EVER I dropped off my car for service due to some software problem. Appointment at 8:15 am, I got there at 8 am, waited for 20 minutes for the adviser. I a I dropped off my car for service due to some software problem. Appointment at 8:15 am, I got there at 8 am, waited for 20 minutes for the adviser. I asked the adviser how long would it take for me to get back the car and he said couple hours, then he went and scheduled the shuttle for me to drop me off to work. I didn't get any updates from him for the whole day, until 4 pm I called to check on the status. No one picked up the phone call, so I left a message. He didn't call back until 2 hours later, which was 6 pm, and said the car had to stay at the dealer overnight because the problem was not fixed yet. I was very unhappy about it because it was already 6 pm, and I had no car to go home from work! So I asked him why took them so long to know the car had to stay over. He explained that they didn't get back the answer from New Jersey center until very late, so they couldn't do anything now. So I asked what I should do because I had no car and I couldn't do anything without a car. He said I could take back my car now leaving the car unfixed. Seriously?! What kind of service was that? For the whole process, he didn't even offer in arranging a loaner for me when he knew it's going to take them unknown time in fixing the problem. I couldn't go out and get dinner that night and couldn't go to work or get breakfast or lunch the next day. This place caused me a huge trouble. Highly recommend NOT to go to this service center ever!!! More

Horrible customer service I took my car in for routine maintenance and to look into an issue with the A/C. I was informed by my service advisor Jaques Riley that the A/C issue I took my car in for routine maintenance and to look into an issue with the A/C. I was informed by my service advisor Jaques Riley that the A/C issue was due to a previous accident of which the body shop had not fully fixed the issue. He insisted that I have the service department perform the repairs as the body shop would "only cause further issues." At his advice, I trusted that this would be dealt with in a timely and professional manner. It was anything but. Jacques was horrible at returning my phone calls or emails, let alone those of my insurance company. My insurance company and I requested an estimate several times only to be ignored as this was needed for insurance to give the go-ahead to proceed with repairs. What should have been a 2-3 day ordeal ended up lasting 20 days, thus exceeding the total number of days for the rental car on this claim. The original body shop stepped up and agreed to pay for three of those days. All the service department did was place blame and not accept responsibility for their delays, even though they are well-documented by my insurance company. I am now stuck with a $650 car rental bill that they refuse to cover. This is by far the worst customer service experience I have ever encountered. It is now over 3 frustrating months later. I attempted to resolve this with the dealer GM Monty Meave, Service Director Ernest Sumen and Sonice Automotive executives, all of which either have ignored my repeaded requests or placed blame on everybody but themsleves. Even my insurance company is appalled at how they have handled this. More

Terrible...twice. In fact, for the second time in just over two months, the service department at Beverly Hills BMW has proven to be one of the worst customer experienc In fact, for the second time in just over two months, the service department at Beverly Hills BMW has proven to be one of the worst customer experiences I have ever had. In April, following a routine service during which I waited over two hours for the shuttle, I submitted a mediocre review on Google, and the service dept. asked me to call a manager. I did that AND submitted an email, but never heard back. I thought I'd give them one more chance on something simple since they are by far the most convenient location for me, but that was a mistake... I scheduled an appointment for 8a today, and arrived 5-10min early. There was already a line of cars out the door of the service center, which isn't itself a problem, but when I finally got inside I waited around my car for ten minutes while various service department personnel walked past without even asking which service advisor I was there to see, what time my appt. was, etc. 8:10a and I walk over to the counter where they read keys to speak with the guy there, and as I'm walking over looking at him he looks at me and walks away as if to avoid my question. Again, it's early and I let it fly. I finally find the office of my SA on my own, and five minutes later he comes up and says he'll be right with me (to his credit he was polite, and explained he was finishing with the 7:40a appt., whom I can only assume was late in arriving). I tell him what the car needs (I knew the compressor was still running, and I wasn't smelling freon so I knew it wasn't the evaporator, so I figured it was likely just a recharge or maybe a hose leak), accept that I'm going to pay $300+ for a minor A/C fix because this is a BMW dealer in Beverly Hills, and make clear I would like a phone call as soon as the diagnostic work is done to let me know what the actual issue was. I then walk over to let the women at the interior counter know that I need a shuttle ride. They say it'll be ~15min, ends up taking 30+ before the driver gets back. Again this is a relatively minor inconvenience, but two or three 10 minute increments add up. The driver was...aggressive...to mention nothing of the fact that what should be a world-class dealership uses Toyota Siennas as shuttle vans, but I got home a little late thinking "it's an A/C recharge, maybe a hose fix, I'll be back there in 3-4 hours." Could not have been more wrong. 12p comes around, no phone call to let me know what the diagnostics revealed. I am fortunate to be able to work remotely, but had been planning to go into the office this afternoon when the car was done. By 1:15p I was getting concerned so I called my SA to inquire about the status of the car...no answer, so I leave a message just asking for a return to let me know what was up and when it would be done. 2:30p and no return, so at 2:50p I call again and leave another voicemail. 3:30p and no return so I call again...at this point I saw no point in leaving another message so I called the main service desk. After being on hold for five minutes one of the reps answers and I explain the issue...she puts me on hold to find my SA and gets back on to say he's with a customer and if I would like her to give him a message. I say yes, please have him call immediately I would like to know when I can get my car back. 4:30p and no return phone call so I order an Uber to speak with the Service Manager, Arnold. I walked into his office, explained the situation, and asked about the status of my car. He was completely unapologetic while searching for info on the status, before explaining that after the diagnostic work was done, they had recharged the system without my authorization. Oddly, however he went on to explain that after recharging the system the tech "smelled freon and HVAC system oil," and "suspected an evaporator leak." Would be plausible, if not for the fact that he explained that the system fully passed the post-evac pressure test, so if there was a leak it would have to be tiny and of no measurable consequence. He attempted to explain how an A/C system repair works, something I am familiar with, so I simply asked what the status of my car was and was told it was just sitting around and that the tech who had "smelled freon" was gone. At that point I told Arnold that I wanted my car back immediately, and would not be paying for anything beyond the diagnostic fee I had signed off on this morning. Unfortunately this was not the end. Despite being only marginally helpful and completely unapologetic, Arnold did assure me that they would go get my car immediately. 45 minutes later I was still waiting (along with others who were waiting nearly as long for their cars) while there were SAs and techs standing around talking. You would think after all this Arnold might have gone himself to get my car to remedy the situation, but after 45 minutes I was rather irritated and finally found Arnold to ask where my car was. Rather than apologizing for the delay, Arnold feigned surprise and walked away. Two minutes later he walked right by me without providing any update, and maybe five minutes after that my car finally showed up. With tape still on the front license plate from being run through their automatic car wash. Which I then had to remove myself with a tech standing watching. To cap it off, I closed all the windows and blasted the A/C on my way home and didn't catch a whiff of freon or oil. The whole thing was completely unacceptable. But what I'm most curious about is...what would have happened had I not come in of my own volition? Would they have just kept the car overnight without telling me? And would they have just gone on tomorrow morning, once this tech had returned, to rip apart the dash and replace the evaporator unit without my approval? More

Service The most unreliablw dealership I have evwr dealt with. Everyone has an unfriendly attitude, from the manager to the shuttle drivers. Customer service The most unreliablw dealership I have evwr dealt with. Everyone has an unfriendly attitude, from the manager to the shuttle drivers. Customer service receptionists are rude and services advisors are never available , never return calls More

Terrible sales experince and even worse service experience When you walk in to the sales floor there is no receptionist and no one to help you. You kind of wander around aimlessly as people walk by you. They a When you walk in to the sales floor there is no receptionist and no one to help you. You kind of wander around aimlessly as people walk by you. They are dishonest. they don't tell you about the incentive specials provided by the company and keep it for themselves and lied to me about when the new 2016 would be coming out, leading me to not waiting another week and instead buying the 2015. they are rude. disorganized and have different teams working their, like there own businesses. This leads to worse customer service. REAL sales managers are nowhere in site and as I said there is no customer service person at a reception to help you. or if there is I didn't see her. The finance guy was nice enough. Service dept is horrible! They DO NOT return your phone call and DO NOT provide service loaners in a timely manner. They make you wait 30 minutes to even see a service adviser and the two ladies running "The Desk" are both rude and arrogant. Unwilling to look you in the eye and just nasty. Unbelievable that they would put these two ladies in charge of when you first are greeted. Im not a great writer, however let me tell you. Its a bad feeling going in there. no smiles and no help-. Your just a number and a nuisance to them. CANNOT believe Sonic Automotive or BMW would put up with it. zero out of five is my rating. More

Wost BMW Service Center Can wait for over 40min to pick up car. Excuses when requesting loaner. Advisor forget to update car status. Took multiple visits to fix car. Can wait for over 40min to pick up car. Excuses when requesting loaner. Advisor forget to update car status. Took multiple visits to fix car. More