Beverly Hills BMW - Service Center

Poor customer service; Overpriced repairs All of the negative reviews are spot on. I bought a certified pre-owned X5 in 2012. My car has been in and out of the shop non-stop with one issue a All of the negative reviews are spot on. I bought a certified pre-owned X5 in 2012. My car has been in and out of the shop non-stop with one issue after another. I would take it in for regular service and maintenance, and 3 days later, a light would pop on saying something else was wrong-- something that should have been picked up when the car was being serviced two days ago. (Sometimes it was silly things like the washer fluid being low, other times it was things like a giant oil leak). Because there were so many things constantly going wrong, I made sure to purchase the extended warranty for close to $6K that also included tire coverage. Lo and behold, when I developed a tire issue, that particular thing that was wrong was not covered by my warranty. I shelled out in excess of $1K for tire replacement. So then my warranty runs out. There was no way I was shelling out another $6K so I figured I'd just start going to someplace other than the dealer. But this happens: I fail my smog test. This on a car that's about 5 years old and has been having regular maintenance. The smog guy tells me that it's my catalytic converter and that's unusual for a car this new and that I should look into whether it's covered by the California Emissions warranty, which is usually longer than the regular warranty. I call BMW and am dismissively told that it's not covered by California's warranty. Something didn't sound right about that and I'm sure he detected my skepticism when I said "Hmm, okay, thanks." BMW called back a few moments later to tell me it wasn't covered by the California warranty, but was covered by the Federal warranty. So I brought it in for repairs on a Thursday morning. My car was having several other issues, so I figured that since I was there, I'd get an estimate on those repairs. The SA Carolina Yi told me that for EACH of the 4 issues I'd listed, there was a $205 diagnosis fee (i.e., over$800 just to diagnose), but out of the goodness of her heart, she'd only charge me for one fee. However, she said, if I got any of the recommended repairs, the cost of the diagnosis would be subsumed in the repair cost and so I'd only pay the repair fee. Great. I knew that at a minimum, I needed to get new brake pads, so I figured I'd save the diagnosis fee anyway. While I'm talking to her, some smarmy guy comes by hawking new tires and tells me the thread on two of my tires is low and I should really think about replacing them. Uh huh. So I drop the car off onThursday morning, By Friday evening I had heard nothing. I called and called and finally got a text message from Carolina Yi saying they were "still diagnosing" and she'd call me back on Monday. I explained I needed my car for work and really needed to know how long it would be. She said she wouldn't know until Monday. I asked for a loaner and was told I'd be put "on the list." They didn't even offer an Enterprise voucher as they'd done in the past. I therefore was forced to go out of pocket and rent a car so I could take my kids to school and myself to work the following week. I get no call on Monday so had to call again to inquire about the status. "Still being diagnosed.") So I had to ask for them to remove my children's car seats and leave them for me to pick them up. When I show up at the dealership on Monday evening, Carolina is nowhere to be found and the people who hand me my car seats don't even offer to help me bring them to my rental. Then I see Carolina as I'm walking out and she just ignores me and hops in a car and drives away. Unbelievable customer service!. On Tuesday I get a call that she has an estimate on the repairs. Check this out: One of the things I had asked about was one of my keys was no longer working. They determined the entire key needed to be reprogrammed. Cost: $418.65. My driver side mirror was always resetting everytime I turned the car on. They claimed it was the motor that needed replacing. Cost: $691.00. I didn't just need break pads, apparently. I needed rotors too. Cost: $1068. Then I apparently had a MASSIVE oil leak. Cost to repair $4233. The tires they wanted me to replace- cost: $791 plus alignment-another $250. Are these people SERIOUS????!! It was so obviously them trying to get over on an unsuspecting customer! Since I knew I really did have a brake issue, I authorized the brake and rotor repair for $1068. I figured I'd take the car elsewhere for all of the other stuff and probably pay a fraction of the price. Ms. Yi then says she'll see if she can knock some off the charge off on my brake repair. I told her that would be great, because it's a big charge. When i pick up my car on Wednesday morning, my bill is $1300. They still charged me the $205 "diagnostic" charge, even though I was told it would be included. No discount. And guess what-- I still haven't passed my smog test. I will never buy another BMW and never go back here. More

They repaired the Recall on the BMW Battery cable (5 and 6 series 2004-10) and one week later the Battery Safety Terminal went bad (attached by a wire to the part they repaired). They wanted $870.00 to fix 6 series 2004-10) and one week later the Battery Safety Terminal went bad (attached by a wire to the part they repaired). They wanted $870.00 to fix that. The service representative was rude and said I was just trying to avoid paying by blaming them for their faulty repair work. It's obviously related to the recall repair they did since it's connected directly to the place they worked on. They denied responsibility and said it was just an unusual coincidence, andI had to pay to get it fixed. I even spoke w/ the highest level supervisor in the Service department, and he was rude and basically hung up on me. The recall is suppossed to be free and mandated by the NHTSA (Goverment) so I reported them, and also reported them to the BBB, and California DA Consumer Affairs. More

Brought a 2-month old 328ci in for service because the car would not cool off. It took two visits to this dealer before their service experts discovered/admitted that the a/c was working at only 70% capac car would not cool off. It took two visits to this dealer before their service experts discovered/admitted that the a/c was working at only 70% capacity. The car was often too hot to ride in. In year-and-a-half interim between the complaint and the fix, I was given ridiculous explanations like: "The a/c works by pulling moisture from the air, and since you live in a dry environment, it won't work as well." So much for German engineering. Several months later, I brought the car in again because the hood came loose while driving on the freeway. I was told that this was a problem with the new 3-Series, so I brought the car in and it was ostensibly fixed -- only a couple months later the hood came loose yet again while driving on the freeway. It ultimately took two trips to this dealer in order to fix an issue so dangerous, it could have cost lives. Among them, my own. Or yours, if you were the one next to me on the I-10 that day. In comparison to that, the other stuff seems like griping, but it's not irrelevant: I would make an appointment for service, but would still have to wait an hour. I'd be promised a loaner, only to find out no loaner was available. I'd then be promised a rental, only to find out no rental was available. Rarely would I get a call telling me that my car was ready for pick-up, forcing me to check daily to see what sort of progress was being made. Unfortunately, this brand-new car had a litany of problems and it seemed that I was always at the mercy of the merclilessly incompetent folks in Service: (among the minor woes: the headrest motor broke, trunk release broke twice, the convertible top wouldn't go down). After 3 years, the car only has 16,000 miles -- that's how much I loved driving it. Then, the last straw with this Ultimate Driving Machine -- I hit a pot-hole on La Cienega and blew 3 tires. Not one, not two, but three. I was told that the run-flats will do that: Go Flat. Go figure. And go somewhere else, if you can. More

Came in to get the missing bracket for license plate installed, because upon request via telephone, an employee promised it would be done quickly. First thing they do when we bring in the car to have t installed, because upon request via telephone, an employee promised it would be done quickly. First thing they do when we bring in the car to have this simple task done is accuse us of having the bracket already installed but "getting into an accident," "impact," "mysterious theft," etc. causing the bracket and license plate to "fall off." Their illogical, accusatory argument comes across as reluctance to accept that they sold the car w/o ever placing the bracket in the first place, dumping the blame and responsibility upon the customer. Rudeness, dishonesty, and irresponsibility in one package. Not surprising why they have so many dissatisfied customers. Not worth our time when simple service which customers should be getting is being denied. More

Terrible service, and extremely rude service advisor. Never again. BTW, my original issue was never fixed. The service advisor(Donna) has no idea what she's talking about, she needs to really learn Never again. BTW, my original issue was never fixed. The service advisor(Donna) has no idea what she's talking about, she needs to really learn a thing or two about her job. My impression is, she doesn't care. More

Terrible service. Extremely unprofessional. Don't answer the phone; don't return phone calls. Will charge whatever they want and will not give you your car back unless you pay. This is basically, i answer the phone; don't return phone calls. Will charge whatever they want and will not give you your car back unless you pay. This is basically, in my opinion, and extortion racket. I would not recommend that anyone go there for warranty service on their car. More

They have the worst customer service of any company I have ever dealt with in my entire adult life. It is horrifying...not only are they rude and dismissive - but they fail to deliver on any and all pro have ever dealt with in my entire adult life. It is horrifying...not only are they rude and dismissive - but they fail to deliver on any and all promises. Most recently I received charges for a *LOANER* car they had rented for me in 2008. It is now 2010...but they had failed to pay the rental company they do business with and the rental company has turned around and started charging the individuals directly. After three months of trying to get them to reimburse me for these charges they finally sent me a check - for less than I was owed. They have lost a loyal customer... More

They Fixed my car with warranty few days later the problem returned and Andy asked me to pay again for the same service, NICE SERVICE Andy Cicero. I have called and asked to talk to any manager abou problem returned and Andy asked me to pay again for the same service, NICE SERVICE Andy Cicero. I have called and asked to talk to any manager about my problem they told me the manager is in vacation, I have called an hour later and the manager was there and forward me back to Mrrrrr Annndddyyy Cicero "the caring service manager" More

I didn't buy my 2004 325ci at Beverly Hills BMW but have taken it there for 2 years for maintenance and service, because it's close to my office. Every visit has been a positive experience. In particular, taken it there for 2 years for maintenance and service, because it's close to my office. Every visit has been a positive experience. In particular, my service advisor, Paul Sanhaphakd, is the best. He has worked me in with last minute problems a couple of times, and always arranged for very fair treatment in determining if a repair is going to be covered by warranty or not. The service department gets me in and out very quickly...often within the same day. I have an extended warranty, and have been in for a few regularly scheduled maintenance trips, which have always been smooth. I have been able to drop off quickly in the mornings, Paul checks in with me during the day on the status of the maintenance and target pickup time, and the car has always been ready when I arrived to get it. They handle people fairly quickly in the Service area, even with a pretty high volume of customers coming through. I've never waited more than 20 minutes during drop-off or pickup, and generally less time. I've had a couple of minor issues with stereo system, trunk lighting, etc, and the service department has corrected these problems at no charge. I recommend them highly. More