Peter Pan BMW

Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
They act like they are doing you a huge favor to service your car, instead of treating you like a valued customer. They are arrogant and not at all helpful. I bought my car from them and would rather take it to the gas station on the corner than let them touch it again. I have written to tell them of my experience and give them a chance to make it right; they have never bothered to respond, which is a response in itself.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Peter Pan BMW:
I use this dealer for scheduled maintenance on my 04 330CiC (and soon my 07 335i when it's due for service).

Never a problem to get a scheduled appointment, and it's close to work. The shuttle service is convenient, and for major inspections, an Enterprise rental is arranged. And I don't insist on a new BMW replacement car, as I would only drive it 5 miles roundtrip.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
This service organization does not accept responsibility for work poorly done, despite charging substantially more than aftermarket service shops. Buyer beware.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
I visited the Peter Pan dealership many times to buy a high end 5 series and have also dealt with their service department both in person and on the phone.
I found their service to be extremely lame, both in terms of friendliness and quality. I have been left unattended looking at cars many times and had to come back.
The main sales person (a guy with a strong Russian accent) was rude and unfriendly asking me on my first visit a 'What do you want?' without any introduction. The second time he said 'What do you want this time?'.
I dealt with him again during the sales process when the sales guy I was with asked for the keys of a car to do a test drive. He gave us a grumpy look and said 'You'd better be sure you want to buy the car.' I was wearing a suit and a tie as i was on my way to work but maybe i didn t look like i was meaning business.
Their service department was equally bad. I called them to enquire about the details of a service and maintenance contract. They put me on hold twice, dropped my call and eventually... gave me the wrong information. I had to call again to check on an extended service contract associated to my car and this time around they outrightly lied, insisting the car did not have it, that it was pending and was not applicable as i had bought the car per owned (from them!).
On the sales side, i dealt with a so so sales guy called Roger who was quite patient but left our conversation a couple of times only to come back ten minutes later. Once I managed to get a test drive he was quite good and friendly.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
As many others have noted you can wait for a long time at Peter Pan BMW before someone bothers to come by and provide assistance. I was interested in a 328i Coupe and wanted to test drive one. Hal (the salesperson with the strong eastern European accent) basically told me he wasn’t willing to provide me with a test drive unless I was positive that I was going to buy a vehicle that day. At this point, I proceeded to tell him what he can do with his car. (I would understand his reluctance to test drive if the car in question was an M5 or M6 but taking that attitude with garden variety 328i Coupe is ridiculous!) Even by the notorious standards set by most car salesman, these guys (and I include Victor) are so slimy! I can’t believe I actually bought a vehicle from Peter Pan several years ago. Obviously they have no interest in repeat sales!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
I have visited this dealership to inquire about a car purchase, sale, and service. All times the service was awful. The sales people were offering deals with huge mark ups, offered 10k less for my car than any other BMW dealership in the area. I live close buy and occasionally have to service my car there. The service personnel never follows up, they are rarely friendly and do not seem competent.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
I am 51 years old and have never received such substandard service in my life! I took my 540I reluctantly to Peter Pan but it is the closest to my home and a ride home was the problem. I had unpleasant experiences purchasing a car there before, but I had no option at this time because my car needed it's normal sevice and an oil change. I took it in for a normal service and an oil change. I walked out owing them $1000.00 not to mention the $1,000.00 my warranty took care of. They replaced a theremosat that I later on found out had no problems anyway. And they put a big complete nickle size whole in my driver side black door seal on the floor. This seal was basically brand new but they denied they could have done it and said I did it w/ a high healed shoe. I think I would have remembered that one.. I had to pay to replace it. After replacing the perfectly fine thermostat they did not reattach the hose correctly, so half way home my car ran out of coolant completely and was HOT!! They denied any wrong doing there as well. So now I am faced w/ a beautiful car that may have a serious engine problems as I keep having to put in more water and coolant then I should really need to. This outfit is unprofessional and shady and will deny any bad work and take it to their grave. If you like to give away free money this is a good way. Also, I received my newly detailed car back w/ an extra 22 miles on it, which I though was quite a lengthy test drive and it looked like it ahd been 4 wheeling w/ all the dirt on it. This was one of the worst consumer experiences of my life. Run from these people, dont walk!!


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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Peter Pan BMW:
I did my initial research and test driving here. Henry was a great salesman. He gave me enough space to explore the car and offered other vehicles for me to check out. I was looking for a 325 Convertible but Henry let me test drive the new 530i and I was hooked. But here's the bad news, I tried to buy the car there and they never followed up on my internet request or phone calls. I was put on hold once and left a message that I was ready to buy. The other sales man never called me back! Plus their pricing is higher than all of the other Bay Area dealers.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
This is the worst dealership I have ever been to in my life. My husband and I were shopping for Z4 or an X3. We went to Peter Pan BMW and were completely ignored. This was our first experience at a BMW dealership and we were appalled at the snobbiness and lack of service. We almost didn't buy a BMW. Both of us are working professionals (attorney and software engineer) so we could afford the car. I have warned all my friends to not to go Peter Pan BMW. If you are think of getting a BMW in the Bay Area, you are better off at BMW of SF or East Bay BMW.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
This is a 5 year old story but I just found out about this website. I went to Peter Pan BMW with my parents to purchase the new E46 3 series Coupe. At the time, we were pretty back and forth about automatic vs. 5 speed, but eventually settled on an automatic with some options, signed the spec sheet and faxed it off to Bob (I think that's his name). After 3 months of waiting the car is here! My mom and I go to buy it... and the car is a manual. WTF. Bob at this point is adamant that we ordered a manual, and then we asked to see a signed spec sheet that said we wanted a manual. Obviously it didn't exist and he pulled out the spec sheet for an automatic car.

Frank Gates (I think that's his name- the manager) said, "OK, let's think about this, take the car home for a few days, see how you like it and make your decision." I was pretty happy since I wanted a 5 speed, so we took it home. Nobody did any hard driving, however while driving there was an increasingly bad clutch smell. The car eventually stopped running and we had to get it towed to the dealership. 10 miles, 1 or 2 days and the clutch burned out. Frank was furious and yelled at me for "destroying his car." I don't see how it's possible to burn out a clutch in less than 10 miles when not pushing the car.

We ended up buying our car from Weatherford BMW. Never again will I even look at Peter Pan BMW.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Peter Pan BMW:
All of the BMWs we own have been, and continue to be serviced at Peter Pan BMW. There have been routine and non-routine service visits when the unexpected warranty item arises. From the initial call for an appointment, through the explanation of work to be performed, completion of work and explanation of what was done - the service writers do a great job of follow through. And, let's be realistic; there are times when a part must be ordered and the service visit is extended longer than the original quote. Here is where the service writers are on top of things. When an unexpected delay is encountered, they call ahead of the promise date/time and explain what is happening and stay on top of the service ticket. Careena and Nichole know the meaning of customer service. I've also had occasion to buy after market parts and again, the staff there knows how to translate a customer "I need one of these" to the correct part number and part. My wife and I rate the overall experience at Peter Pan BMW from the actual purchase of the car, through finance with Paul and Tom, to delivery and then ongoing service as a definite positive and a dealership we continue to do business with. Peter Pan BMW is a family owned business and they take care of business in a manner that makes on want to repurchase another car and the service as well. Ken

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
We were looking for a vehicle at Peter Pan Bmw. We looked around at the cars on the lot and into the showroom to talk to a salesman. No one would come and assist us. We waited for someone to help us, but they were walking pass us to the coffee machine. When we went to talk with a one, he asked us what we wanted, so we told him a specific car with the options we wanted, he said that they dont have that car and walked away.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
I've been to Peter Pan a number of time over the past few months looking for a new 300i ZHP. Every single time, I am treated with a negative attitude and little respect. The strategy at this dealership is to beat you down until you yield and take a high price or negative terms on your purchase. I am unaware of any buyer walking away with a positive experience from Peter Pan BMW.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
My experience with this dealership has been halfway decent.
My family and I have bought TWO cars from this dealership,
at good prices, and with cooperative dealers-
but I am hesitant to continue to get them serviced there in future.

Sales is good. If you wanna get the best, hassle-free buy,
go to Victor Hung. He's the man, seriously.
The other salesman we dealt with turned out OK
but he was trying to sell us on a very crappy lease deal initially,
which irked me a bit. Also, he kept forgetting to give us
our all-weather floormats. Buyers beware!
Make sure to get your mats! :P No really, go get them guys.

Service here on the average is mediocre.
On my brake pad change, the car sat uselessly on the lot for a day
and was only worked on the next day. That is simply unprofessional.
And that was WITH AN APPOINTMENT, mind you.

Last year, when my engine died on me, which is whack,
since it's an automatic, they called it a freak accident.
They dismissed it coz they couldn't duplicate the event.
A few months ago, they said it needed an ignition coil change.
Apparently it took them that long find the prob.

Maybe I'll try getting Service elsewhere. I'm sick of incompetence.
Or you know what? Maybe I'll go trade to a Porsche.
Apparently, they're more reliable than BMWs.
Just see the (ADAC) GERMAN Customer Satisfaction survey.

Survey results:
1. Toyota
2. Subaru
3. Honda
4. Mazda
5. Nissan
6. Mitsubishi
7. Suzuki
8. Porsche <==================
9. Saab
10. Hyundai
11. BMW <==================

Enough said. If you want BMW, and you buy here, look for Victor!
DON'T, I MEAN DON'T, GET IT SERVICED HERE!
I will weep for your BMW if it gets (un-)serviced here!


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
God awful dealership.

My wife and I are ready to plunk down $50k to buy an X5. We went to Peter Pan San Mateo to shop for a car. We walked in, started looking at the X5 on display, and waited for 20 minutes. During the 20 minutes we waitede, *noone* offered to help us, and everyone, including and receptionist/admin in the back of the show room, tried their hardest to ignore us. While we were waiting, other people showed up to look at cars, and they were immediately shadowed by dealers. Us, nothing.



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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
I went in for warranty service work with a printed out service bulletin detailing the exact problem I had, but was denied because I had an OEM BMW part installed which the SA said was an "aftermarket" part. Despite me telling him it was a part I bought from their parts department and provided the part number, the SA said they could not do anything even though it was clear by the Magnuson-Moss Warranty act the "aftermarket" part was not to blame. The SA even had the balls to tell me that if I came back with the same problem, he'd charge me JUST to look at the problem. I went to another dealership with the bulletin, and the had no problem fixing it under warranty.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
I've been to this dealer twice. The first time I dealt with this Asian guy named Victor Lee. My friend wanted to take a look at the then new 740i's. The sales droid was completely unethusiastic. There was hardly any stock. When we finally located a vehicle we wanted to drive, the sales droid replied "if you insist." My buddy and I felt like leaving right there and then, but we figured, what the hell, might as well drive the damm thing since we came this far. The test drive was uneventful but this sales droid was just a stooge - arrogant and of no help. My friend (a doctor) was so turned off by BMW at this point that he went and bought a Mercedes SL500. I did the same thing a few months later.

Second experience with Peter Pan. Salesman's name was Manfred. I was looking for a pre-owned 540 with low miles. Manfred, with his arrogant German accent, kept showing me cars with 80,000+ miles. When I complained, he replied "on a BMW 80k miles is low miles." Sorry dude, go rip someone else off.

I was also present in the showroom listening in on another customer and their salesman. This young couple was looking at a used 3 series. The salesman was basically quoting them an outrageously high price and hard selling them.

I will never purchase so much as a spark plug from this $tealership.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Peter Pan BMW:
On July 1999 I received a recall notice for my car. The recall Campaign number is 98V-178. I made an appointment at Peter Pan BMW in San Mateo, California to come in on August 13, 1999 at 8:00 am. I dropped my car off at Peter Pan in San Mateo at 8:30 because I was running a little late. I parked my car at first and proceeded inside. At that time a gentleman asked me to pull my car up to the stop sign, so I ran back to my car a pulled up to the stop sign. He asked for my keys and I told him the car auto-locks and starts. Then I said so don’t leave the keys in the car or just put the windows down. He said yeah ok. I went inside and talked to Tom Ziegler, a Service Consultant. I informed him that I was coming in to get some recalls done on my car. I gave him the notice and he said there is a brake light switch and another for throttle cable bushings. I said sure those too. Tom asked me when I would like it done I said noontime and he said ok. I went back outside again and told the gentleman who told me to drive up to the stop sign that the car was low so to be careful. He said yeah. I waited for my car to be parked and asked Tom Ziegler what the process was to get another key made. He said go down to San Mateo Lock and get it done there. Then I asked him if I could get a ride down the street to work. He said sure and asked the gentleman who had parked my car (the same one who I gave the keys too) to give me a ride. I arrived at work and about 20 minutes later Tom Ziegler called me back saying that the car will be ready for noontime pickup. I called at 12:30 and talked to Tom Ziegler and asked if the car was ready. He said yes and to come down and pick it up. I waited for 20 minutes because I was waiting for a ride from a co-worker. Then Tom Ziegler called me back and said that there had been a problem and that the car auto-started and ran into a fence. He also said to come down right away. I asked for a ride from the same co-worker and we proceeded to Peter Pan BMW. When I got there Tom was frantic and said that we should look at the car. We went around back to where they wash the cars and the front right fender of the car was crushed inwards, the right turn signal was shattered, and the front bumper cover spoiler was cracked and lifted up slightly. I was extremely depressed. I asked what we do from here and Tom said that I would have to talk to the Vice President but he wouldn’t be in until Monday August 16 1999 and he would call me at 9:00 am. I said ok. He assured me that everything would be taken care of. He also asked if I need some transportation, I said yes, and he called for a car. I signed a paper for the car and proceeded out the door. Tom had already gone outside to open the door and get the keys for me. I went over with him again the sequence of things that were going to happen and he assured me that the Vice president would call at 9:00 am on Monday, I said ok.

The end result was that Peter Pan said it wasn't their fault and to come get my car off their lot. Tom Ziegler said "That it what insurancce is for". Very rude... My insurance company picked up the bill but as you can see it wasn't very fun dealing with Peter Pan


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
I've gone into the parts shop several times to purchase items for self repair--both expensive items and small items. In all cases the personnel in the parts shop are borderline rude. They generall key in the part description, get their number or show you the picture of what you're buying, and run back and get the part. Often the parts guy does this without really talking much or while carrying on another conversation with a dealership employee. I feel like I"m not a cusotmer, just a bother. Last time he snapped at me when I realized I needed another item after he fetched the first ("Coulda told me that before I left"). I'm gonna make an effort to buy my stuff elsewhere from now on.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Peter Pan BMW:
Two experiences: on the first I brought in my 2001 X5 4.4 for the 15K service, and complained a bit about the rear hatch not always closing properly (and sometimes complaining about coming open while driving). The service went fairly quickly, and they ended up replacing quite a few parts in the rear hatch assembly. It's better now, though they didn't adjust the bushings that hold the door in place (so it was rattling), which I ended up doing myself.

Second, I went there looking for a new 3-series for my wife and received a lot of attention and help from one of the senior salesman...we sat in and talked about several cars on the main lot, then walked across the street to their other lot just to take a look at another car. Overall we spent probably 1.5 hours together, and he wasn't pushy at all. I ended up ordering a new car from him the next day.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
Talked to a salesman and told him that I wanted a test drive of 530i5sp and 540i6sp. He told me that I could only test drive one. I said 530i5sp. Sales guy went to get the key, disappeared for 20 minutes, finally came back and I could only test drive an auto, no 5sp. Got in the car, out of parking lot, the sales guy asked me to turn around at the first traffic light and returned to the dealership, saying that's all the time he had for me.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Peter Pan BMW:
I was looking for a vehicle with my family at Peter Pan BMW but not a single person came up and offered to assist us. A reason for the poor service maybe the fact that it I don't dress up when I go out , but Jeans and a t-shirt are most comfortable to me. Also it might be that we were looking on the lot and not in the showroom. Nevertheless I purchased my 2001 740IL at another dealership who treated me better.

I gave the dealer a 5 on quality and accuracy to give them the benefit of the doubt. I have not used they're service facilities so do not trust that part of the survey.

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