Santa Monica BMW - Service Center

The Modern Car Dealership Is All About Customer Experience - As Long As You're Not At Santa Monica BMW There’s no one way to design an auto dealership, but increasingly — driven by both manufact Experience - As Long As You're Not At Santa Monica BMW There’s no one way to design an auto dealership, but increasingly — driven by both manufacturer requirements and an ever-more-demanding clientele — newer stores boast a number of specific features, from spacious, drive-in service departments to comfortable, well-stocked lounges. At a time of fierce competition for business, dealers say these elements are necessary to attract buyers — and keep them coming back for service appointments. When people are waiting for a car, they’re waiting to leave: no one wants to spend any more time at a car dealership than they have to. Sometimes, it takes several hours to leave, such is the case with my appointment today (June 13, 2023). To that end, the customer lounge — for watching TV, for quietly doing business, coffee bar with free coffee, etc. – is just that: a customer lounge. Not an employee lounge, a customer lounge. Today, I politely requested a change to a different news station in the customer lounge at Santa Monica BMW, or to have the TV muted with subtitles (there is overhead music playing at a decent volume) and was declined this request by the receptionist: “The owner wants this channel (Fox News).” Notably, the owner (Dellis “Del” Montell Jr.) is not in the vicinity of the *customer* lounge to watch Fox News, yet his preferences overrule that of the paying customer. Shame on Santa Monica BMW for not considering a short-term customer request. The long-term consequence will be low ratings of the dealership in follow-up survey(s) via DealerRater, and a copy of this correspondence to BMW USA Customer Relations. Sincerely, Jason West More

I would return to Bmw of Santa Monica thanks to the help of Cesar. My car was there for several weeks, but finally after six attempts, they found what the problem was and they were very nice to me. I would of Cesar. My car was there for several weeks, but finally after six attempts, they found what the problem was and they were very nice to me. I would return to Santa Monica BMW Beverly, Hills BMW in century BMW could not correct the problem, but Santa Monica did I highly recommend them and sees her in the service department was great help More

In & out in one day. Service advisor was nice and professional, gave an honest time frame for completion, and came through Service advisor was nice and professional, gave an honest time frame for completion, and came through More

Pablo is the best of the best. cool ,good communicator, job done right on time. cool ,good communicator, job done right on time. More

Check in was non-existent despite having an appointment. Stood around waiting and the guy checking in just passed by me to check in the next car in line. Pablo was good, very prompt and communicative. Mo Stood around waiting and the guy checking in just passed by me to check in the next car in line. Pablo was good, very prompt and communicative. More delays when picking up my car despite being told that my paperwork and car would be ready at the time I scheduled. Overall not a good experience but what I've come to expect from Santa Monica BMW. More

Very friendly, knowledgeable and quickly identified and corrected the problem, would highly recommend the service department. corrected the problem, would highly recommend the service department. More

My experience with my advisor, Manfred Guzman was fabulous. He has been servicing my BMWs at Santa Monica for years. He knows these cars, his team of mechanics are top rate and I trust his advice. Ma fabulous. He has been servicing my BMWs at Santa Monica for years. He knows these cars, his team of mechanics are top rate and I trust his advice. Manfred’s estimate was perfect, there were literally no surprises or extra costs. After this service my car feels like it has more zip in the gas pedal, it drives like a new car again! My car was washed & looks beautiful & clean again, so thank you to the detail guys. Even the Uber service desk who ordered my cars, did a great job, finding cars that arrived quickly with little wait time on my pickups. Bringing my BMW into Manfred @SM BMW, has always been an easy & stress free experience for me, great customer service and I feel confident that I am leaving my car in good hands! More

The technicians took real good care of me the what they were doing to complete job and with high affinity were doing to complete job and with high affinity More

Cesar Pleitez is the best! Service is fast and friendly...the charges were clearly explained as well Service is fast and friendly...the charges were clearly explained as well More

I've been servicing all our BMWs at Santa Monica for many years. Manfred Guzman is my advisor, and I've always found him to be quite knowledgeable about needed repairs and maintenance. He is good at commun years. Manfred Guzman is my advisor, and I've always found him to be quite knowledgeable about needed repairs and maintenance. He is good at communicating the details, and is very honest and fair about the repair costs. I would definitely recommend him to anyone servicing their car at Santa Monica BMW, a dedicated and reliable advisor. More