Pacific BMW - Service Center

Manny Cruz was my advisor. Took my car in on Thursday, Manny Cruz was my advisor. Took my car in on Thursday, he told me I’d have it back by end of day Friday. End of day didn’t I haven’t heard from hi Manny Cruz was my advisor. Took my car in on Thursday, he told me I’d have it back by end of day Friday. End of day didn’t I haven’t heard from him so I text him. That’s when he tells me they won’t w done with the car until MONDAY. If I didn’t cal, he likely wasn’t going to tell me that. No apology’s, so “sorry for the inconvenience.” I let him know clearly that won’t be acceptable, and he then says I can have the car by Noon Saturday. Noon Saturday arrives, again— no call. So I go down to the dealership at around 4pm. I ran into Henry, told him the story— he clicks a couple keys on the computer, and it turns it my car is ready. I for my car because I went to the dealership and didn’t wait for manny— who for a second time, was not going to hold to the schedule he promised. I’m. Not one to write these sorts of negative feedback emails, but the total lack of acknowledgment from Manny of the inconvenience he caused me, the lack of an apology, the sloppy nature of his overall service was just a bit too much to ignore. I’m not saying he should be fired or anything— but this certainly should be addressed with him. Henry on the other hand, is always great. He was my service advisor on another visit — and he was absolute perfection then, as he was this time. He is to be commended. More

Unsatisfactory!!! Lack of communication from my service advisor, unclear instructions when picking up my car & the reason the car was being serviced still exist. Terrible advisor, unclear instructions when picking up my car & the reason the car was being serviced still exist. Terrible More

This is my first time doing a car maintenance here .Service is very good. I am very happy with my BMW X4 . Thanks again Gilbert pogosyan and Francisco Perez. .Service is very good. I am very happy with my BMW X4 . Thanks again Gilbert pogosyan and Francisco Perez. More

AC making loud humming noise last week on 2017 X5 CPO purchased in June 2020 from PAC-BMW - hardly driven (less than 100 miles per week) since purchase and parked in my private driveway. Scheduled for s purchased in June 2020 from PAC-BMW - hardly driven (less than 100 miles per week) since purchase and parked in my private driveway. Scheduled for service at PAC_BMW thinking it's a serious warranty issue. The next day was told by the service rep that I need to pay $210 to 'remove' debris that accumulated in the AC fan blower and that it's a non-warranty item. I authorized the task but asked for an explanation of how the issue came about, pictures of debris collected, level of effort, etc. My fundamental questions or concerns were: (1) how a high-performance X5 vehicle could fail in such a basic issue. I have never encountered this in my other hi-end vehicles (Mercedes & Lexus) driven over longer periods and the same external conditions. (2) Is there a design or parts flaw in the filtering system? Surely, BMW is not expecting its customers to keep checking for leaves and parking their cars where there are no leaves, etc. in order to avoid the malfunction I encountered with my car. (3) What preventive maintenance is possibly needed for such a basic item that other cars do not need, yet my hi-performance X5 appears to need (4) Am I to expect this on long road trips where there is challenging windy, dusty conditions: Etc. (5) Or did the CPO inspection miss this, forgot to put a filter, etc, before selling the car to me in June? I have just barely enjoyed driving this car. So I wanted to talk primarily to a service manager to voice my concerns and have these questions answered because I was already getting dodgy answers from the service rep over the phone. But the service manager was at lunch when I arrived at PAC-BMW. Service Rep also at lunch break. Was told the wait would be 10 minutes or less. I waited in the sales area for over an hour, but no one came over. Finally had to look around for someone and finally found the Service Rep. Your service rep was extremely cocky. He proceeded to put the onus on me - the Owner, not to park the car where there are leaves, etc. I have no idea of the level of effort that was done to remove the so-called debris. Service rep said no picture could be taken because the technician was wearing gloves and that it was difficult to take a photo. When asked why a hi-end car like an X5 could suffer from such a basic issue preventable by a good filter system, the answer was it's a corporate design issue and that I should talk to corporate BMW. When asked if small animals/insects could get in the system (where the debris got in) in the future - the answer was "anything is possible". When asked where the maintenance supervising manager is for comment, the answer was "He will tell you the same thing, only in a much nicer way". He did not check the AC with me in the car to show that the issue had been taken care of. He told me to check it to make sure that I am satisfied the issue is gone and to come back to him if there were any more issues. He gave me my car key after I paid the $210 fee, no tax, he kept reminding. I drove off the dealership. By the way, it's not about the $210. I still have no idea if this is an issue that I will require frequent and constant maintenance to remove leaves, etc from below the windshield area. As I said, I've never had to this with my other cars. More

The Service department executed as promised as usual. Thanks again (Manny and team) for providing above and beyond service as Pacific BMW always does; it is truly appreciated. Thanks again (Manny and team) for providing above and beyond service as Pacific BMW always does; it is truly appreciated. More

The service went very smoothly even though no one was visible. Service was over on time and the car was in perfect condition. Thnak you. visible. Service was over on time and the car was in perfect condition. Thnak you. More

Best dealership ever, Manny Cruz very nice guy and good customer service. And good people all over dealerships. I would recommend everyone to go pacific BMW customer service. And good people all over dealerships. I would recommend everyone to go pacific BMW More

It’s seems like they are looking for excuse to charge more than usual. I am a long time customer and I notice this recently more than usual. I am a long time customer and I notice this recently More

Justin Ko was great! He was very busy but was very courteous and took the time to answer my questions. I was very happy with the service. courteous and took the time to answer my questions. I was very happy with the service. More

Galo Mora was my service advisor. He addressed all of the issues I had with my 540i and I left very happy with my experience. I will be coming to Pacific BMW for my future service appointments. the issues I had with my 540i and I left very happy with my experience. I will be coming to Pacific BMW for my future service appointments. More