Schomp BMW - Service Center

First off, I've been a loyal Schomp BMW customer for over 9 years since I purchased my X3. It's always been to Schomp for service (over $14k dollars now in addition to the warranty/maintenance work) and hav 9 years since I purchased my X3. It's always been to Schomp for service (over $14k dollars now in addition to the warranty/maintenance work) and have referred 5 friends who purchased new BMWs there. This experience was the worst and I will no longer use or recommend Schomp BMW. I brought my car in for an oil change and several other services were due, so I agreed to those. However, a brake flush was recommended at the service lane, which I declined, since it was completed only 12k miles ago (BMW recommendation would be 20k miles). This seemed like an oversell... the service advisor should have seen that this wasn't due yet. The larger issue was that Schomp measured my rear brakes at 3-4mm (recommending replacement). The computer estimated 41k miles left, and I had just had them replaced 12k miles ago. When I asked Ashley about this she said brakes can wear that quickly. I pointed out that I've only had 2 sets of rears on my car in 114k miles, one set lasted over 49k miles, the other lasted 71k miles. So given my history, my driving style would indicate a long rear brake life. Even the BMW website says 30-70k is normal. Again when I asked, Ashely checked with the service manager who said "maybe he drives a lot in the mountains and brakes hard". Several times Ashley said "well, you can wear your brakes down to 2 or 1mm if you want, you don't have to replace them now." I've always replaced my brakes at 3mm, so it wasn't a question of replacing them at 3mm or waiting to 2 or 1. It still seemed like no one at Schomp fully understood how unusual it would be for my brake life to change so dramatically. In my mind, there are 4 potential causes: previous pads were faulty (manuf defect), they were mis-installed (schomp issue), they were not actually installed 12k miles ago (schomp issue), or I all of the sudden started braking 5x harder (my issue). Schomp seemed unwilling to think that any of the first 3 were possible... that the most likely of all 4 is that I all of the sudden started riding the brakes. The other frustrating thing about this service appointment was that several times I asked a question or clarification, it took 24 hours to receive a response. So my car was there for a week just for Schomp to continue to say each day "his driving style caused the brakes to wear". After it was clear that Schomp wasn't going to ever believe that there was an issue beyond my driving style, they offered me a measly 10% off the brake service. This just further reinforced in my mind that they didn't understand the issue, and clearly weren't interested in keeping me as a service customer. If instead they had said "hey, this does seem highly unusual, and we understand the issue could have been ours, how about we just charge for parts on the rears and we'll comp the labor" the whole experience would have ended differently. (especially since I was already going to do the fronts at this visit as well fluids... the total service bill was going to be over $3000). Instead, over probably $100 in actual labor cost to them, they've lost a 9 year customer. In the past I've used Chris Adams and Mike Gibson (the only 2 service advisors that have been there for the last 9 years) and they've been great. But, it looks like the Service Manager has recently changed, and so I wonder if that is part of the issue here. Finally, when I picked up my car, Ashley made no acknowledgment of the past week's worth of discussion... no apology for the frustration, long delay, etc. Clearly, Schomp doesn't want my future service business and I can be sure I'll also no longer be recommending them for new vehicles as well since I wouldn't wish this service experience on anyone. (The one bright start this time was Jana who set me up in the loaner... she is the kind of employee that I'm used to interacting with at Schomp. I had just broken my wrist and she helped me carry my coffee to the loaner and get me all adjusted with the seat and mirrors before sending me off.) More

Damian was great. He was very transparent with all the details, answered all my questions, and continued service for me after the car was purchased. details, answered all my questions, and continued service for me after the car was purchased. More

Bought a brand new 2021 BMW X5 40i. Had it for about 3 months. Been in the service twice. The first time was for glitches (a couple of weeks after we bought it (brand new!)... put a drink in the drink ho months. Been in the service twice. The first time was for glitches (a couple of weeks after we bought it (brand new!)... put a drink in the drink holder and it screwed with the radio station. My husband brushed his hand against the gear selector, changing the radio station and it pops out of gear. We brought it home, but those problems still occur. We decided to 'live with it.' A couple of days ago, we're driving home and we get a pop-up and it says the steering wheel is malfunctioning, that's there's something wrong with the power supply and to pull over immediately. Luckily we were almost home, so we parked in front of our house. We called BMW roadside assistance (it was Monday), and they took it to BMW. I made an 8 am appointment for Tuesday to have it serviced. We go in and we've been assigned Chris Adams. He looked at his notes and said you have an issue with... he named 2 things. I told him there were multiple issues, and I was explaining all the problems, he was doodling, rather than inputting data into the computer. When we asked for a loaner he laughed and said we would have to have Millions of cars available to give everyone a loaner. The general feeling was "Go, leave me alone, don't call us - we'll call you." My husband said why did we even come down here for this appointment. And Chris just shrugged as if to say, " I wish you hadn't." So when we got home I called BMW and asked to speak to the service manager. He called me back. His name is Chis Erickson. I explained the whole situation to him - mainly that we had a brand new luxury BMW that apparently is too dangerous to drive, but also the customer service experience was appalling... and, lastly, the fact that Chis Adams, laughed when we asked for a loaner. Chris spent a long time talking about the 'car loan' policy and seemed to miss my point that I was most upset at being laughed at and disrespected. Chris Erickson said," Well, I was going to go down your list of complaints, but I couldn't get a word in edge-wise." So his response to my complaint about being disrespected is to disrespect me. A few other words were exchanged, I asked for both names so I could mention them in the review and ended the call. There were other condescending things Chris Erickson said, like, "I understand it's difficult when your car is in service for repairs." I said, no -- it's upsetting when you buy a brand new luxury BMW for 80K and then something pops up on your screen that it is too dangerous to drive. And it's upsetting that when we brought it in 2 months ago for electrical issues -- that those issues are still happening. This is not a 20-year-old car. It's a 2012 BMW X5 40i - the ultimate driving machine - that has less than five thousand miles on it. Schomp BMW Highlands Ranch you all need a refresher course in what constitutes excellent customer service. A reminder: be empathetic and proactive (offer solutions!) ... what not to be: disrespectful and condescending. More

Great service?Thanks.Brandon. He Was very kind and Great service? Thanks.Brandon. He Was very kind and Jelpful Great service? Thanks.Brandon. He Was very kind and Jelpful More

Shahin and Miles Vandervelden helped us with our lease. They were both bery professional and upfront. No surprises throughout the process. Best customer service experience I have had in purchasing a car. W They were both bery professional and upfront. No surprises throughout the process. Best customer service experience I have had in purchasing a car. Would definitely recommend. More

They did the service on my car on time and preformed a complete safety check. Returned the car clean and all ready to go. Bill complete safety check. Returned the car clean and all ready to go. Bill More

Ashley and Behrooz provided excellent customer service by simply anticipating my needs and expectations and fulfilling them professionally and efficiently. Ashley is always extremely polite in the execution simply anticipating my needs and expectations and fulfilling them professionally and efficiently. Ashley is always extremely polite in the execution of her duties and goes above and beyond in getting me in promptly for service and taking excellent care of my car. Behrooz was extremely meticulous and knowledgeable about servicing and repairs. More

Everything Amanda and the service team does is customer focused, friendly, conscientious, and with all due speed. Amanda keeps me updated and informed every step of the way! Thank you! focused, friendly, conscientious, and with all due speed. Amanda keeps me updated and informed every step of the way! Thank you! More

Schomp is a great dealership because of the people that work there..People are the one factor that makes interaction with customers.bmw X5 hybrid has a great product,however the employees are the ones that work there..People are the one factor that makes interaction with customers.bmw X5 hybrid has a great product,however the employees are the ones that represent the product to the customers.David Lee is a prime example of an employee that makes a customer feel at home at the schomp dealership.He goes the extra mile to show the vehicles and is very knowegable .He is easy to work with and we would buy from him again given the opportunity.Please pass this information on to him.Everyone at the dealership was wonderful,we met the sales manager Matt Rebeck also Ron Hannon.Thanks to the Geek squad Sydney,and the hosiptality lady at the Coffee counter.Richard and Kil Ja. More

Gerimie, the service advisor was terrible. This is the second time in a row I had a bad experience. They are ridiculously expensive and can’t be trusted. I was quoted over 5,500 for repairs after diagnost second time in a row I had a bad experience. They are ridiculously expensive and can’t be trusted. I was quoted over 5,500 for repairs after diagnostics on top of 750 for oil change and battery. I let them replace the battery and do the oil change. I took my car to another mechanic for the other repairs. He did one of the repairs for 1/2 the price and said the other recommended repair for 4,500 was not necessary. Gerimie acted like he was doing me a big favor giving me a coupon discount saying I should have scheduled the oil change on line with the discount. I reminded him that they recommended the oil change when I arrived so it was not planned. They have lost this customer and I will never buy another BMW. More