After over 3 years of having my car serviced there, I am not coming back to this dealership.
I have had great experiences in the past with some of the Service advisors (Claude is fantastic), but overall the quality of service and attention to details has steadily decreased. Whether it is the time on the phone to get to an adviser, the tone of the receptionist, the number of transfers or a new advisor telling me to go read the manual if I wanted an answer and then hunging-up on me...
And being at the dealership does not feel any better... The staff does not seem to care, wait time exceeds reason (30 mn) and it certainly does not look like they have been appropriately trained to excellent levels of customer service...
It feels like I bought a second hand GM in a cheap dealership, not a brand new X5.
When I talked to the Scott, the Service manager, sure he apologized and said the right things, but he talked to me like I was his dude, not a loyal customer, having me on speakerphone with 3-4 people around having other conversations, and... jumping on their conversation as well while I am on a call with him. It did not feel like he was paying attention to my previous poor experience where his adviser hung-up on me, it felt like it explained it. And in the hallmark or cheap car dealerships, he made multiple promises that he did not keep, including simply calling me back. Not sure if this is because Stevens Creek is now part of Sonic Automotive, but guys... BMW is a premium luxury car brand, your shop is not a second hand car dealership, the service expectations are higher and you are simply not meeting them.
I Recommend This Dealer:
First service advisor never gave his name, Scott Fuller
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