Santa Monica BMW

Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Santa Monica BMW:
I don't know why I even gave this dealership another chance. They installed front brakes on my 6 series 6,000 miles ago, and told me I need new brakes again. I don't. I took the car to Pacific BMW. The brakes installed by SMBMW were apparently installed "without chamfering, or breaking the seals." At SM, Charles, the (nice) service guy told me the brake problem was due to my driving. When I explained that I've driven the same route for 20 years, with 6 different cars, none of which needed brakes every 6,000 miles, he agreed with my need for a second opinion. Charles was not helpful about getting the computer report sent on Saturday "to Germany," that no one had a clue about on Monday, since Chris, the service guy from Sat. was off. They seemed not to care that my car had been there for 2 days, with no plan for getting the information requested. The prices they charge are astronomical, and I take my other BMW to Stuttgart Motors, which is great. I only took my car here since, as a dealership, they have the upgraded computer, which, of course, I got no help from. They SUCK. Avoid this dealership at all costs. As a family run business, (their motto,) they should be ashamed of the way their family operates it.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
i dealt with this company since 8/05. numerous visits for the same problems that were supposed to have been fixed and paid for and charged additionally for diagnostic and repair again. the car is never ready when they claim. the service advisers don't know much about the vehicles they service. the service managaer and service director are difficult to say the least to deal with. this last time they wanted cash money upfront before they would even touch my car, due to a charge back from my credit card company questioning a charge on my credit card 2 years ago.

stay away!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
I'm so glad there are these websites (a friend introduced me). To a certain extent, I felt like I was alone. My first experience owning a BMW - great car, but literally considered (really, really considered) trading in because the customer service was so bad. When I first went to buy the car, the salesman so graciously told my father and I he wouldn't show us anything or give us a quote if we weren't buying anything "because there was no point". I kid you not when I say those were the exact words. Well, I finally purchased one anyways due to consumer reviews etc. Went to SM BMW. Where to start. They tried to charge me $35 just to pull into the garage. That's right - they didn't check anything yet, they didn't hear my problem yet, NOTHING...just wanted to charge me to even have it checked out, to which if there was a problem afterwards, they'd charge me more. Then there was the alignment and new tire charge for $500+. Now, I know I see other reviews for upwards of $9000, however, I'm still appalled at my own bill. The labor was about half hour (they charge me more though you know that one already). Let's get to another situation. My boyfriend took me to get it serviced (because as much as they tell you they have the best customer service or whatever it is, their transport service is garbage and they don't give you a rental car for the day). He was wearing sweatpants and a hat. The carpet to the dealership was rolled up, and he didn't see it, so he merely tripped over it. Don't you think that sounds normal? When he tripped over it, these two service men were talking about him loudly so he could hear. They said, "Look at this guy. What do you think he's doing". Right now that seems like nothing. Once my boyfriend came up to me, and the service guy realized that we were together, he came over and apologized because he thought my boyfriend was homeless. Are we in high school??? Is this what this town is about??? First of all, sweatpants do not equal homelessness. My bf was wearing "nice" sweatpants (not torn, not dirty, NOTHING). It's just unreal that BMW sales people and service men think they are above the world. I give sales people respect in regards to the people they deal with all day long etc., however in situations like this, I say, YOU ARE A SALESMAN. ONE WHO COULDN'T GET THIS CAR OTHERWISE IN SOME OTHER JOB. They are there to service customers and not give us nasty attitudes.

Btw the reason why I say earlier I thought I was alone was because I had known a few people who owned the car. They loved it - it actuality they loved the car, not the dealer. Wish I knew it was this bad. It really is a deterrent to the car - if only the corporate headquarters knew that or cared.

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Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Santa Monica BMW:
I just went to Santa Monica BMW for an air bag recall and was assured that I would not have to pay anything, they called me in the afternoon to say that the air bag issue may be a result of low battery power and they could not determine if the issue was with the air bag until i got a new battery. The battery costs $800 so I said no thanks, they suggest that I take care of the battery myself and come back. When i went to pick up the car they slapped me with a $140 bill. When I shared my situation with them and said the issues were to be fixed and looked at with no charge they dismissed it and took advantage of the fact that the people I spoke to were with BMW North America and a service manager that had left for the day. They proceeded to say that I could leave the car over night and deal with it tomorrow, knowing that I had no other means of transportation, they pretty much took my car hostage. I've spent more time then ive ever wanted to and was treated so poorly I NEVER want to go there again and strongly advise anyone who is thinking about going to Santa Monica BMW change their mind and go else where. It was the worst customer experience ever, they were misleading and extremely deceptive. I felt insulted and left extremely upset. Moral of the story:

DO NOT GO TO SANTA MONICA BMW

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
I am writing this for my father. He had his BMW serviced because it was stalling. AAA recommended SM BMW. Dad is 88 and very intelligent. Every service preformed was ok'ed by him, except 4 new tires and alignment. $4300.+ charge included tires. He said that Shelana called and mentioned all service items preformed and said the total charge. New tires were not mentioned via the phone. He reviewed the 4 page bill at home and discovered the tires were replaced and aligned.
My father always buys his tires at Costco.
He is frustrated and at his age I am not sure he will fight this. However, I will do all I can to make sure this dishonesty is exposed.
My father is honest and has served his country and city. What a terrible way to treat a wonderful senior. Shame on you all.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
BMW OF SANTA MONICA. After looking at my BMW X5 for a coolant leak complaint the service advisor estimated repairs at $9500.00. (I'm not exageratting ). After declining the work I picked up the car and took it to another shop. Upon opening the hood we discovered that BMW of Santa Monica had returned the car to me with all the plastic engine covers missing, the air conditioning hoses missing,the air filter pieces missing and a number of other original factory parts not returned to the engine compartment. When I brought this to their attention the dealership said nothing and ultimately at my insistence sent the parts over by messenger. The 2nd shop replaced the parts for free and repaired the coolant problem for $275.00. The car has been perfect for 9 months. BMW of SANTA MONICA. Robbers. Mike Weber Nov. 22, 2008

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
Service Advisor did not return any of my three phone calls, accused me of purposely not taking the shuttle when it was sent to my house (dealership later admitted to sending it to the wrong address) and told me to TAKE A CAB because he was not going to send the shuttle a fourth time.

Did I mention my car was to be ready in the morning and was not ready until the late afternoon? No one could be bothered to give me an estimated time of completion and would only say "your service advisor will call you when the car is ready." Nice way to spend a day.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Santa Monica BMW:
The most horrifying experience I ever had with a dealer was there at Santa Monica BMW. It started when I went there seeking service on my 06 BMW that needed brakes job, I have also mentioned to my advisor that there was a kick when I shifted from neutral to drive or to reverse, also told him about my hood which needed a little adjustment, which he logged on my service order.
Well none of the above was done except the brakes which I came to find out there was a squeaking noise coming out of the rear wheel which they have replaced the brakes on, called and went back next morning doped of my car, they called couple hours later informing me it was done, picked the car up that evening and noticed the noise was still there, thought I should seek service manager Mike who was very rude and didn’t seem to care at all. Basically told me to go seek service somewhere else, and made it seem like I am being picky.


Couple weeks later decided to go again and ask for service on something else, a different advisor helped me, and again very rude asked me when do I expect to have my car back since it was 6:00PM and they close by 7, seemed like he wants to get rid of me cus it was late and he didn’t want to write it up. Well I asked if I could get a ride home and the answer was a big NO. had to leave cus I didn’t have a ride home and said I will be back next morning, when I did there was two advisors on the office behind the glass which seemed very busy, so I just pulled up and waited on my car, didn’t want to disturb them until ther where done, but I waited for too long and no one came to help, I decided to go in and ask for help, when I asked the lady she gave me the look and told me that she couldn’t help because she was busy, like she wanted to say “Can’t you see I am busy?”
And pointed at the next guy over who asked me to sit down and wait. At this point I decided to leave thinking I will never attempt to go there again. Only thing is that it’s the closest dealer to my place.

I will go to Beverly Hills tom.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Santa Monica BMW:
The most pleasant experience I had since I own a BMW.
My car was due to service so I took it to SMBMW and I was amazed by the courtesy and professionalism with which I was treated.
My service advisor Matthias (call him the Austrian) took care of me and my car, that gave me the feeling I belong to his family. He explained to me in a manner so I could actually understand what was wrong with my BMW and what needs to be fixed. He was efficient and courteous in a way that made a miserable morning, into a pleasant experience. This guy is something else!!! When it comes to cars and understanding that you don't have the best time when you have to take your beamer to the garage.
My car was finished right on time, as promised and clean. I got walked to the cashier by the “Austrian” and I felt really comfortable to be in the presence of this gentleman. This is a total different SMBMW as experienced in previous visits.
If you ever have to go to a BMW dealership I can only recommend to visit SMBMW and make sure you ask for Matthias or the “Austrian” when you make your appointment. You will be amazed I can assure you.
Just as I was leaving I remembered I want to pair my Bluetooth Mobil with my beamer, which is not always the easiest procedure, Matthias observed that I was somehow struggling so he came out to the sidewalk asked if I needed some assistance and did the whole procedure for me at no cost plus he explained to me how to do this so that I am now able to do it myself should I ever have to. As I offered him a tip he declined and said this is all part of the service and there is no need for that, a thank you is more than enough.
Go there ask for Matthias and your day will be this little bit brighter.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Santa Monica BMW:
Santa Monica BMW has a long history of borderline criminal business practices (outright criminal in my opinion). They are no stranger to criticism, small claims courts, or terrible ratings from the Better Business Bureau. In my situation, I took the car in for repairs. To make a long story short, even though my car was covered by warranty, they found ways to avoid fully fixing my car and found ways to add in charges that weren't covered by warranty. My car still doesn't work and I intend to deal with them in small claims. I don't know how these guys continue to get away with the crap they pull. Only do business with these guys if you want to get robbed.

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