Stevens Creek BMW

Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
Brought my car in for a routine inspection. Svc engine soon light was not on when it arrived but was on when I left. Arrived at 8:30 am and was sought of rushed out at 5:30 on a Saturday. Was handed a list of fault codes which indicated mifire on all cylinders. All I got was an arrogant exlanation that I should drive the car and the indicator should go out. It was low on fuel when I brought it in but you'd think they would advise me before hand that the svc engine light came on and they really either didn't know why or just told me to drive the car. Now it needs to pass smog and I have to take nore time and $ to get this issue diagnosed and fixed. Needless to say Ive spent hundreds of dollars at SC BMW always at least getting reasonable svc. Pricing has always been high. But to be shuffled out so carelessly without determining why my car is in worse shape than it went in is unexplainable. Needless to say its very close by to where I live but will do best to avoid going back. Left message and have not yet recd a return call. Can't tell you how pissed I am at these folks. Other BMW dealer ships have always taken better care. Avoid this dealership and its svc operation.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
POOR CUSTOMER SERVICE ! NEARLY IMPOSSIBLE TO REACH SOMEONE IN SERVICE ?? DEPT . VOICE , VOICEMAIL , VOICEMAIL WTF ?? 75K CAR AND NO WAY TO GET A HOLD OF SOMEONE ?? PHONE SYSTEM SUCKS !! OVER 6YRS AND STILL NO INPROVEMENT ! NEVER AGAIN !

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
they found a car i wanted a sister dealer, but tried to slap a huge charge because of the dealer trade and they would have to transport it up here from monterey. was total bs, and they would not budge. they even told me who the dealer was! so i could've just gone there and picked it up myself. luckily i went to bmw mt view, and they were able to secure the EXACT car i wanted.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
The dealer explains why Lexus has been stealing BMW's market share so handily.

I bought a private-party 525iT which was still under the factory warranty. SC BMW is only a few miles from my home and the next closest is a 25-30 mile drive, which I don't have time for.

We had a few warranty issues during the year and a half I owned the car... nothing truly major, just a few annoying issues. They wouldn't have been so annoying if:

1- Service visits with appointments didn't require one to stand around in the service drive for 45-60 minutes like an idiot while waiting for a service guy to write up the service.

2- Not once was an issue repaired properly on a first try. I can understand needing to order parts, I'm referring to every single warranty repair not working when I got the car back after the work was done. In a few cases, it was just obvious that nobody checked to see if the fix worked. For example, I had a rear seat belt replaced (which required nearly a full day of service since the most of the interior needs to come out to replace it). The new one didn't work (unable to lock to hold our baby seat in place). It would have taken 10 seconds to pull the belt out to see if it worked... which is what I did before driving off the lot. Instead, they blamed the part being bad (possible) and had to order another one for another return trip. I was in a rental car so they could have just FedExed the part and kept my car another day rather than forcing me to make another trip and wait hours to check in my car and go to pick up a rented Honda.

3- Never a call back to tell me the car was ready. I always had to call and leave messages (since nobody ever answers their phone) to find out that the car was ready to pick up hours earlier.

4- To rub salt in the wound, after standing around for an hour just to check in my car they didn't even offer a free cup of coffee. I had to go to their cafe and pay Starbucks prices for crap java. Heck, seems the Lexus dealers are offering fresh expresso, a muffin, and back rub from the stories I hear (just joking on the back rub)

5- Hard not to mention that my car was never washed and typically dirtier than when I brought it in after service (paid or warranty). Jeeze, my old Saturn, which cost me about $13k new, always came back washed, vacuumed, and with a flower on the dashboard after a $19 oil change. SC BMW just makes you feel like you're bothering them when you spend $250 on an oil change (I only did that once, I'm dumb not crazy).

I understand that this is a busy store on the busiest auto mall street in a region in which 5-series BMWs are as common as Chevy Cavaliers. However, they are taking their business for granted and I, for one, won't buy another BMW as long as I live in San Jose solely because of my experience with my local dealer.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
I took my car in for routine servicing and an oil change this winter. I was informed that the radiator, water valves and a portionof the water pump had to be replaced. Of course, there were addl. charges, coming to over $3,000 ! I had to take it back about 24 hours later when my engine overheated. I was told that I now had a leaking expansion tank that needed to be replaced. I find it hard to believe that I had a spontaneous leak in the expansion tank immediately after having the radiator replaced. I find it more plausible that the radiator was fine to start with and that the leak was coming from the expansion tank or that the explansion tank was damaged when they replaced the radiator. There sloppiness cost me over $800. I later called and wrote to discuss and dispute these charges, but they never returned my calls or emails. I am very upset with them and do not recommend anyone to take or purchase a car there.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
I shopped through internet and Internet Manager Jimmy Khan – come from India I believe. Give me a quote, and tell me this offer is their invoice cost.
don’t get sucked in into their BS. I give him a low price, and he
accept after two days. He want me repeat my offer over the phone to make sure he do not miss any(he played the trick here). I repeated and he want me come over. He has other people show me the car. I asked the guy where is the all-weather rubber floor mat(part of my offer). He said I do not say ‘YES’ when I go over my offer.
WHAT??? This guy lie in front of my face. Fine, since it is only $80 USD.
When we go over the out of door price, the sales manager add $130 in a
Unknown items and said this is my rubber floor mat and I must take it(an BMW option). I walked out the door and refuse to buy it.
They thought that I was an idiot. I feel the owner or Steven Creek authorize their people to do dirty BS. Be careful with them, they are money HUNGRY and VERY GREEDY!!
I will write a letter to BMW north America and give out the name of this people.


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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
Oil changes are quoted at $120 (make appt. days ahead),
compared to $75 at East Bay BMW (drop in, while-you-wait).

Service advisor is a jak@ss, went for an oil change and a complaint that hand brake squeaks when set, and when you step out of the car. He claim that all BMWs hand brakes do that. After oil change was done, picked up the car and made the fatal mistake of not walking around and checking the car. For some reason front right tire was FLAT. Drove out of the dealer's lot and car began to pull to the right. Made a right turn a block away and parked on the side of the street. I called Jesse up and explained the situation and requested for help. He claimed that they don't offer road side assistance (I was just a block away). He told me that across the street from where I was, there's a Just Tires (or Good Year or something) store, and asked me to go there. This level of customer service just blows me away.

I never went back again.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
I took my 2004 X-5 for the 15000-mile service. The car wasn’t ready on time as it was promised. When it was ready, Roel Vera was not around to explain to me what they did to my car. He was called several times over the intercom, but never acknowledged the call.

I asked Lea if someone else could explain the work that conducted on my car and I was that no one was available because they were helping other customers. I felt like I was not important anymore. Basically what they were conveying was that we finish with your car and then get a hell out.

There was no effort made by anyone in that dealer to make sure that I as a customer was happy or go the extra mile to find someone to explain the work to me.

Then I was given a survey card with Roel’s picture on and asking to mark the survey at “5” which is the heights level of satisfaction. And on the same card there is a slogan from Stevens Creek BMW saying, “Stevens Creek BMW is committed to one goal…EXCELLENCE IN CUSTOMER SERVICE! We’re building relationship at Stevens Creek BMW.”

They sure are…a very “POOR” one.


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
About 3 months ago I placed an order for my 5 Series BMW. They (Sales & Management) were nice at that time, but 3 months after when I went to pick up the car and do the lease paperwork, their attitude and behavior completely changed to the lowest level.

They thought that I was an idiot. They were trying to set the residual value of my car at 45% while most dealers do 58-65%.

Well, I didn’t purchase the car. The worse part was that they were trying to avoid giving my $1000.00 deposit back.

Don’t go to Stevens Creek BMW.


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
Few weeks ago my wife and I went to this dealership to lease a new 530-I. We had done our research and knew exactly what we wanted (color and options). John, our Client Advisor was very pleasant to deal with, but the management was very objectionable. They were extremely difficult to communicate with, very unreasonable, and literary wasted our time and the advisor’s for nothing.

What made me extremely mad about this dealership was the fact that they thought they were dealing with an idiot. They thought that I was stupid to believe that they were giving me a best deal when in reality they were screwing me up. They were giving me a residual value of 54% while other dealers were doing between 58-65%. Not to mention that we were return customers and we were trying to re-lease another car from them.

When you have already leased a car from BMW and you want to re-lease another one, your deposit is transferred to the next (new) car and disposition fees are waived. Also, BMW Financial Services will give you a very low money factor as a return customer and customer appreciation (i.e. 1.0% vs. 1.8 or 2.8 that they may have). The dealer also has a lot of flexibility to make that happens as well.

This dealership made an effort trying to conceal this and charge me again. I might be 60 years old, but not stupid.

My wife and I went to SF BMW and we didn’t even need to order this car. They already had one in their lot.

This car has a lot of options that we didn’t want. But because we had drove from Saratoga to SF and the color of the car what the color we were looking for, SF BMW wanted to make sure we were going back home happy and content.

Our new 530-I is Silver Gray Metallic with Black leather, Automatic, and has Sports Package, Premium Package, Cold Weather Package, Auto rear sunshade, Premium Sound System, GPS, Parking Sensors, Xenon lights, XM radio, and Heads Up Display.

I had little over 3 months lease left on my old 2002 530-I. They bought the car from me and I had to pay “nothing” extra.

I have a new 2005 530-I with 15000 miles allowable per year, I put $3000 down, and my monthly payment including the tax is $548.18. I am paying $90.00 less than my old 2002 530-I and I have 15000 miles per year vs. 12000 miles per year that I had on my old BMW.

Don’t go to Stevens Creek BMW. We gave them business for several years, but they didn’t know how to appreciate and maintain their current customers.

VERY GREEDY!


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
I have a 2005 M3. Ever since I purchased this car I have had nothing put problems. To add salt to the wound the service department at Stevens Creek BMW has done absolutely nothing to rectify the problem. They are extremely rude and impatient.

I was an auto mechanic for several years and then I became a service manager in southern California and worked for many companies such as BMW, Mercedes, and Lexus. Given the fact that my car is under warranty for the next 4 years or 50000 miles, not once I have heard any positive suggestions or proper follow-up being done by this dealer.

The best part of this whole thing is the fact that when they are trying to explain something to me and the reason for the problems, it’s the most uneducated and BS I have ever heard.

The reason I am sharing this information with the rest of you is the fact that don’t get sucked in into their BS. Show your car to another dealer and get another opinion and get the BMW Corporation involved.

Last month I wrote a letter to BMW North America and they immediately responded back to me and followed up with a phone call and apology. The management and the crew at this dealership are bunch of …………

Be careful with them. And yes, they are money HUNGRY!


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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
We have a 5 month old X3 that we purchased at this dealer. Despite 6 trips to this dealer for the same problem, they either can't or won't fix it. Jesse, at one point, told us to "take it somewhere else or wait until I finish my lunch." These guys are clueless and bush-league. Find another place to take it.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
Dealer stripped oil pan and refused to replace it. Instead retapped the pan. Another dealer discovered problem and said it MUST be replaced. Stevens Creek refuses to replace the oil pan. This is not the first time damage and poor workmanship has occured. Rims scratched, paint scratched on different occasions. Do yourself a favor and go to ANY other dealer in the area.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
Sloppy sloppy service on several occasions. Our 2003 530i was in for service and when we got it back it had a belt noise. They refused to service the car right away; they told us that we had to go to the back of the queue and that it would be 4 days before they would even look at it. Unacceptable and rude.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
Stevens Creek BMW may be a volume leader, but that's the ONLY thing positive about them! The 1st thing I like to ask a sales associate is how long they have been with said dealer, in this case, Mr. Moreci said approximately 1 month -- yikes.

I knew way more information about the product (2004 325i) and was even showing him a thing or two about the car's features!

Nonetheless, I ended up leasing the car for 2 reasons:
1. It's my fiance's favorite car
2. I got an unbelievable deal because I told them I did not like BMW's everything-is-an-option strategy and the brand's overpriced, all image hype

DO NOT GO TO THIS DEALER unless you are ready to battle :)

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
I brought a Z3 from Steven Creek BMW in 2001. I was told by the sales that Z3 was a 2.5, but it was in fact a 1.9 after I signed the paper. I can blame myself for that foolish mistake. A year later, I had a problem with the soft top, and they super glued the soft top and rear plastic mirror together for $125 bucks. Another year later, I lost my fog light plastic cover, and called them up for a quote. They still haven't respond my inquery. A week ago, I replaced the car battery myself, and I found that the radio code is missing from the user manual package that they gave me. I called them up and ask them for the radio code. They were going to charge me $40 bucks to reset the code, yet they weren't going to give me the radio code one way or another. Although Patrick was friendly for my trip to fix the plastic mirror, but everything else is falling short from being a good car dealershop.

Alex from Concord BMW helped me with the radio code for free. I think I am going to take my business to Concord BMW. Thanks Steven Creek BMW.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Stevens Creek BMW:
I brought my car to Steven's Creek BMW, Jesse specifically, on the recommendation of a friend. My service appointment was to perform an Inspection I and address a few nagging warranty items.

The number one item on my list was a seat click coming from the driver's side sport seat. Prior to going inside to write up the details of the visit, Jesse and I went to my car and I demonstrated to him how to reproduce the clicking in the seat and he acknowledged it and said they'd take care of it.

The next day when I returned to get my car, he presents the invoice for the service that listed all of my complaints along with the diagnosis and resolution. All of them came back with "could not duplicate" including the seat click issue. I confronted Jesse about this and reminded him that the day before, he and I went to the car and reproduced the problem together. He explained that he went out to the shop and also demonstrated the click to the service technician. He then began to claim "they all do that... even your passenger seat does it..." which is an absolute lie.

I demanded that Jesse change the resolution for this problem on the invoice to indicate that the problem WAS verified, but they were unable to fix it. They didn't even try because Jesse told me all of the TSB's were already applied since my car is a 2002 model. However, I made it clear that something more was needed to resolve the issue and Jesse made no effort. The day after I picked up the car I called Jesse to discuss my dissatisfaction and schedule another appointment to have a BMW Field Rep look at the problem. I had to leave a message. That was 2 months ago and I still haven't received a call back.

After my appointment I received 2 calls from BMWNA asking about my service experience. I complained about the problem, and the poor effort and rubber stamp "could not duplicate" resolution from Steven's Creek. Both people I spoke with said I'd be getting a call from BMWNA to discuss it. As of this writing (2 months later) I have yet to receive a call from anyone at BMWNA or Steven's Creek BMW.

This was my first and last visit to Steven's Creek BMW's service department. I won't go back there for anything, not even a light bulb.

In 1996 I was in the market for my first BMW and visited Steven's Creek. Although I was the only customer in the showroom, no sales persons were available to help me. The general mood of the sales department was rude and pretentious. I walked out after 15 minutes of being ignored.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Stevens Creek BMW:
Are you particular about who services your car? Then read on:

Last year when my M3 was on a ship coming over from Germany to be delivered to Palm Springs. While I was anxiously awaiting, I started a quest to find the best BMW service dealership in the Bay Area. I am very very particular and wanted only the best people to deal with my new car. After talking to lots of people and dealerships, one thing that kept coming up was Stevens Creek BMW as the place to go.
I deal with Patrick in having my 03 M3 serviced and always have the same M mechanic work on my car. Patrick goes beyond the call of duty to take care of you and your car. I would highly recommend this service department to anyone. BTW...everytime I pick up my car the mechanic comes out and discusses what he did to the car etc....


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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Stevens Creek BMW:
I sent my mom (70+ yrs. old sorry mom :) ) over to Stevens Creek BMW to have her first service on her new 325i because I had heard the service department was friendly there. I was really surprised that Roel and the crew there exceeded my already high expectations and treated her with kindness and respect. The car was done quickly, efficiently and with obvious care. Highly recommended!

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
Stevens Creek BMW is the biggest dealer in the area.
They have a very wide selection but the pricing is not as competitive than other dealers.
If you are looking for a rare car and likely they have it in stock.
However, prepared to pay for that.
The sales are okay, you are god if you looks like a serious customer, otherwise nobody even greet you. I went there several times and nobody seemed to be interested in talking to you.
Recommendation is avoid going to this dealership. Window browsing is okay.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Stevens Creek BMW:
Purchase my '03 530i via the Internet. I solicited quotes from several dealers and ended up getting the best deal from David at Stevens Creek BMW which is two hours away from my home. Took my car back in a month later for a service job. We were given a loaner and the car was ready as promised. We dealt with Patrick in the Service Dept. Very pleasant experience. If I lived closer, I would take my car back there for service.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Stevens Creek BMW:
I have had VERY BAD experiences with the salespeople here, way too arrogant.

Their service people are much better. Patrick always helps me with a smile, calls me right away when my car wont be finished as promised, and usually has a loaner waiting for me when I drop off my car. Dropping the car off in the morning can take quite awhile if you arent in early enough. But you have to consider they are the only dealership to cover San Jose.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Stevens Creek BMW:
Have tried to purchase vehicles here, but sales folks were too arrogant for my tastes. They also were pushy about selling out of inventory or CPO vs ordering (we wanted mt.) So, we ordered our 328 & 325 from other dealers.

Have used SC 4x for warranty & free service on 328, and they did fine job (work performed correctly, completed on time, etc.). However, my two most recent non-warranty experiences have been negative.

1. 45K oil service for 328. They charged nearly $300 for “full oil service” including filters. They only changed oil, oil filter, and interior micro filter. I complained, but never got explanation for higher than expected cost. (e.g., perhaps they pulled wheels to inspect brakes, did road test, etc?) They did provide “free” rental car.

2. Alarm activation for our new 2003 325. I installed alarm myself and made apt to have it programmed. When I brought it in, service advisor said it would be $150. I protested, as I know it’s a 15-30 minute job, as they did it while I watched 3 years earlier with my 328 (in fact, they did it at no charge then, although I fully expected to pay this time.). Response was that labor rate is $150/hour and policy is to charge a minimum of 1 hour for jobs. I appealed to mgr but w/o success, so cancelled and drove to Allison BMW up the street. Even without appointment, Allison did the job while I waited and only charged $62.50 (30 min labor) which I thought was fair.

Bottom line is that they are expensive and smug.


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Reason for Visit: Sales

I recommend this dealer: No

My Review of Stevens Creek BMW:
First of all, they charge $280+ for an oil "service". This is EXPENSIVE even for BMW dealer standards. When I commented "$280 for an oil change, can you believe it?" to the cashier, she replied "Well, do you want to drive an expensive car?"

The service assistants (who all look and act like bunch of highschool kids) was very discourteous -- throwing keys around infront of customers, and speeding through the street with stereo in high volume while dropping off customers. Once I TOWED the car in for water-pump damage, and they just drove it off to the lot as if nothing happened, while the car was making loud screeching noise (my heart dropping to the floor) and asked me "So, what's wrong with the car?"

I must admit though, the service was done in timely manner, but the customer service is just terrible. I will never go back to this dealer.

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