Pacific BMW - Service Center

Absolute horror show. Terrible follow through. Absolutely unresponsive. They will give you the run around until you drop from exhaustion. They made my wife cry. unresponsive. They will give you the run around until you drop from exhaustion. They made my wife cry. More

Criminals (fraud). Always have to wait after setting an appointment. Charged me for a warranty repair, which they were then re-embursed from BMW NA (fraud). Never refunded me. Worst waiting room, ever (yo appointment. Charged me for a warranty repair, which they were then re-embursed from BMW NA (fraud). Never refunded me. Worst waiting room, ever (you'll get to know it intimately). Chaotic, cramped business area. Never have cars ready on time. Usually 1 or 2 days late. Never let me have a loaner (I paid $62k to them for my M3). Horrible place. Work done is sub-par. Scratched interior door parts, dirty floor mats. Left off the power steering cap and charged me $25 for a new one! Don't let them "was" your car. Mine was returned half-washed with dirty-rag swirl marks everywhere. They must use dirty rags and a garden hose out back. I bought an '04 M3 from them, but don't let them service your BMW!! Let my experience save you so headaches/lawsuits. More

When it comes to service, Pacific BMW is pretty cruddy, which is a shame, because their sales department is excellent; my family has gotten 5 cars from them over the years. Most of their service advisors a which is a shame, because their sales department is excellent; my family has gotten 5 cars from them over the years. Most of their service advisors are outstanding as well, attentive and honest, but they are severely hampered by a lack of capacity and comparable loaners.<br><br>1) The wait. Their service center is so backed up that you sometimes need to schedule appointments over a month in advance! The seat in my mother's 2003 745i crapped out again (2nd time) and the earliest appointment she could get was March 1st. She called on January 27th!<br><br>2) The "guaranteed loaner" is a crock. When they do have one available, its a 325i, which is quite a step down from the X5 I drive. At least they'll rent you a car if they run out of loaners, but a Ford Escort is not the same thing.<br><br>3) I expect better service from a luxury marque. I scheduled a service appointment 3 weeks in advance, and the lonaer I was "guaranteed" wasn't available. So they offer to rent me something comparable. I need to get to work so I ask how long it will take. Daniel tells me the rental agent always gets in by 7:30am. It's 7:15. By 7:45am I'm getting impatient and ask the receptionist where the rental guy is. She says he always comes in at 8am! How is 7:30 the same as 8am? I'm sorry, but I expect a little more candor and honesty from a BMW service center. Then I find out all they'll rent me is a Ford Escort or a Chevy Cavalier! I took my X5 back and left<br><br>I serviced my car at Santa Monica BMW later that week (only a 2 day wait for an appointment) and the service was excellent. In and out the same day. No loaner, but they have complimentary shuttle service for pick up and drop off. More

This is the most dishonest and/or grossly incompetent dealer I ever dealt with. They tried to rob $800.00 in unneeded service. Here's the story.<br><br>I took my BMW for service after it developed a ratt dealer I ever dealt with. They tried to rob $800.00 in unneeded service. Here's the story.<br><br>I took my BMW for service after it developed a rattle and shake upon acceleration, which was getting worse every day. Took forever for appointment (as usual with this dealer). After three days they tell me that "the front bushings are broken and the cost to replace it is $800.00. And I need new tires $210.00 each". I did not buy the story, and the rep charged me $95.00 for the supposed diagnosis.<br><br>I took the car to my regular mechanic, who said he does not see anything wrong with the bushing, but I needed 4 tires, which I knew about. He replaced the tires at $118.00 each, instead of $210.00 at Pacific BMW. He advised me to take it in for an alignment, and he said although he does not see anything wrong with the bushings, the alignment people will check all suspension components. I took it to the alignment shop (been in business since 1945), everything checked perfect. The shaking and the ratling disappeared, and no $800.00 repair needed.<br><br>Upon contacting the dealer to ask for a refund for my $95.00 MISdiagnosis fee, they were very reluctant, but after talking to few people the refunded my money.<br><br>BMW contacted me for their customary survey, I gave the lowest rating, and advised them that as long as I live in Glendale, I will not buy another BMW so I do not have to deal with this people.<br><br>I did not mention any employee names, because as I see it the owners and the upper management are responsible what goes on in their dealership.<br><br> More

I ordered some accessories via the Internet. I paid extra for swift delivery (since it was a gift) but it took several days to ship and arrived late. I never followed up to seek a shipping refund because I w for swift delivery (since it was a gift) but it took several days to ship and arrived late. I never followed up to seek a shipping refund because I was traveling for business. <br><br>The price was right and Internet process was easy. I'd try them again, but watch the shipping closer. <br> More

Took my car in to Pacific BMW to have my flickering xenon headlights fixed. Derek was my service advisor. He took my car in (I didn't even have an appointment)and estimated that it would be done by late afte headlights fixed. Derek was my service advisor. He took my car in (I didn't even have an appointment)and estimated that it would be done by late afternoon. Late afternoon rolls by and I go to the dealer to see the status. As I walk up, I see that my car has been washed and is ready. Derek drives my car to the front and hands me the keys. Everything was fixed under warranty and delivered to me as promised. Derek was very professional and friendly, I recommend him! More

What a nightmare…I was warned by friends before I took it there and they were right! I took my new 330i in for warranty service on the sunroof and ended up with collateral damage to my shifter knob. took it there and they were right! I took my new 330i in for warranty service on the sunroof and ended up with collateral damage to my shifter knob. Then I had to physically bring Greg my car again so he could determine what shifter knob to order even though I told him over the phone that it was the myrtle wood. BMW only offers 2 options on 2003 330s! In the meantime, I receive a survey call asking me to rate my experience. I was truthful and gave the low rating they deserved. When I returned the car again to have the shifter knob replaced, Greg calls me on the carpet about my negative survey responses and would not let it drop, even after I told him he was out of line! Very uncomfortable! I complained to Terry who was useless and tried to pacify me by sending me a cheap key ring. I have several friends who have also had their cars damaged while in for service at Pacific BMW and other friends who have also been asked to explain poor survey feedback. According to Terry, service consultants are not supposed to use customer survey results to harass customers, however with my friends and me it appears to be standard practice. I found this completely unacceptable! Pacific has major problems in their service department, apparently from the top down! I also complained to BMW North America to no avail. They just kept referring me back to the dealer…big help. Interestingly enough, the damage they caused to my shifter was submitted as warranty work even though the dealer caused the damage. My paperwork shows that it was replaced because "customer states that the knob is marred." I guess BMW North America doesn't mind footing the bill for negligent dealers. I would not recommend Pacific BMW to anyone who loves their BMW and expects to be treated with respect. More