Santa Monica BMW - Service Center

I worked with Shane Vidanage--he was helpful and outstanding. I was in a terrible pinch after my car wouldn't start when we were trying to evacuate. I needn't a new battery and new tires and he took outstanding. I was in a terrible pinch after my car wouldn't start when we were trying to evacuate. I needn't a new battery and new tires and he took car of everything with efficiency and alacrity. I'm most appreicative of his help. More

Horrible customer service and they forced me to wait almost 2 hours even though I had an appointment almost 2 hours even though I had an appointment More

I called explained that I needed rear brake pads, and made an adjustment for a couple of days later. I showed up at 9:00 am dropped my car off. Then at 12:30 I called to check on my car. Sal called back made an adjustment for a couple of days later. I showed up at 9:00 am dropped my car off. Then at 12:30 I called to check on my car. Sal called back a few minutes later to tell me they didn’t have the parts. It took them 2 days, and having my car 3.5 hours to tell me they couldn’t fix it. Just disrespectful of my time and horrible customer service. More

I set an early appointment a month prior for a routine oil change. I arrived before they opened, and then they suggested that I leave the car with them for the day. I told them that I was going to wait oil change. I arrived before they opened, and then they suggested that I leave the car with them for the day. I told them that I was going to wait for the car since I was their first customer for the day, and I had made my appointment a month ago. They serviced my car it was done in about 3 hours. I would have appreciated quicker service. More

They took care of the recall on my X5 professionally. The communication from the service department was timely and the Uber service was convenient and prompt. Overall a positive experience. The communication from the service department was timely and the Uber service was convenient and prompt. Overall a positive experience. More

I worked with Danny Garcia and Ceasar The service and care were exceptional and very thoughtful. I felt they heard my concerns and addressed the issues at hand. this is my third 3 series and love my car. care were exceptional and very thoughtful. I felt they heard my concerns and addressed the issues at hand. this is my third 3 series and love my car.. I want to keep this one so maintenance is important. More

I'm hoping my car drives and charges better. I have to spend some time resetting up everything, wifi, my name, stations etc. Haven't had a chance due to the fires situations and haven't needed t I have to spend some time resetting up everything, wifi, my name, stations etc. Haven't had a chance due to the fires situations and haven't needed to charge due to not driving. Had the car since June and this is the second time to pick up and the car is filthy. Sal told me they even worked on trying to rub out the scratches, not sure they did. Wouldn't you wash a dirty car before tackling body work? Sal did apologize and said he told them to wash it but it wasn't done. Looks like trying to buff out never happened either :(, had the car for 12/26-1/7. Very grateful for having a loner. More

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

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