Santa Monica BMW

Service was very poor. Sent me a video on Friday am of the mechanic describing the problem; I replied immediately: good, text me with any updates. Service advisor never rep Sent me a video on Friday am of the mechanic describing the problem; I replied immediately: good, text me with any updates. Service advisor never replied. Saturday am I showed up to inquire; Alex told me, "Crystal isn't here; she left at 4 pm yesterday." Not relevant! How about my car? "Uh, you need to approve the work so we can order the part." "Crystal should have told me that yesterday, but I never heard back from her." "Uh, I wasn't privy to that conversation." "There was no conversation; I just told you that." He continued to deflect and argue in this immature way, god knows why. I grew tired of his childish behavior and said, patiently, "I'm not criticizing you, I'm criticizing Crystal. If the owner needs to authorize the work and the ordering of the parts, then the service advisor needs to let the owner know that, right?" "I'm glad you got that off your chest," he replied. Sarcasm! For some reason he was unable to say, and refused to say, "You're right. Someone from the service department should have gotten in touch with you. Now the part won't get ordered until Monday and the car probably won't be ready until Wednesday and that unprofessional of us and unfair to you. I apologize." That would have been the grownup thing to do, but he couldn't do it. I authorized the work and then Alex asked me to have a seat in another room. "Why?" "I'm trying to help you. Do you want me to help you or not?" Ultimatum! Not great. Turns out he wanted to arrange a loaner car for me and he eventually did. But he should have said, "I understand this is very inconvenient for you so I'm going to try to get you a car until yours is ready. Would that help? Give me five minutes and make yourself comfortable in the lounge" instead of making it sound like "Take it or leave it." I signed some paperwork later with another employee for the loaner and then thanked Alex on my way out. I meant it sincerely but I'm not sure he heard me. Danny (?) emailed on Wednesday to notify me that my car was ready to pick up. He didn't apologize for the inconvenience or delay. I also never heard from Crystal. It was very disappointing overall. I worked in service for ages and I know it can be a drag. People aren't perfect and we all make mistakes, but we have to own up to them and we have to behave like professionals especially when we want to be treated as professionals. More

They took care of my BMW 3 series and it runs well. The check engine light still popped on but I am not too concerned. According to Google (hahaha), if i drive it around a while then possibly the sys The check engine light still popped on but I am not too concerned. According to Google (hahaha), if i drive it around a while then possibly the system will reset and the light will pop off. Let's see what happens. Overall, SM BMW took care of me and my old car very well. I will be back for the oil change in a few months. Thank you SM BMW More

Traveling from out of state. The car was out of alighment and the break rotors were shuttering terribly. They resurfaced rotors (on a 2022) and still not great. Never purcahsed The car was out of alighment and the break rotors were shuttering terribly. They resurfaced rotors (on a 2022) and still not great. Never purcahsed a BMW from a BMW dealership that was this poorly prepared for sale. Now I have to take to the dealer here. Sales rep was nice and did all he could. Same with the mechanic but ultimately - they should have replaced the rotors and fixed it right. More

Great service. Fast and professional. Went very smoothly. Appreciate the free car wash service as well Fast and professional. Went very smoothly. Appreciate the free car wash service as well More

Great service! It was efficient and Shane was very communicative about how the progress was going. It was efficient and Shane was very communicative about how the progress was going. More

average experience as car was there an entire week. dealer forgot to replace wiper blades as instructed along with major damage car endured. dealer forgot to replace wiper blades as instructed along with major damage car endured. More

Great service overall. Friendly staff, efficient, finished earlier than promised. Making appointment was pretty easy Friendly staff, efficient, finished earlier than promised. Making appointment was pretty easy More

Excellent service department and accurate repairs. I buy my cars here and repair here. Reliable..... I buy my cars here and repair here. Reliable..... More

If I could give 0 zero star I would. Having warranty is absolutely meaningless with BMW. Having a service advisor is absolutely useless, with BMW. having to chase someone down is almo Having warranty is absolutely meaningless with BMW. Having a service advisor is absolutely useless, with BMW. having to chase someone down is almost impossible.. I gave my car in one condition and recieved it back, completely wrecked. i had called and left messages 2 WEEKS AGO, with no response back. Shameful, will be taking legal action. Reminder to never get another BMW again. More

First class service from start to finish. Worth traveling from other parts of LA to visit! Worth traveling from other parts of LA to visit! More