Daniel Garcia

I am utterly dismayed and compelled to share my recent ordeal with the service department at BMW. It is with a heavy heart that I recount the dismissive and condescending attitude exhibited by both the sa ordeal with the service department at BMW. It is with a heavy heart that I recount the dismissive and condescending attitude exhibited by both the sales associate and the service manager. From the onset, my attempts to address a simple warranty issue were met with a blatant disregard for customer care. The sales associate, who should be a representative of BMW's reputed customer service, not only shirked their responsibility but also had the audacity to suggest that I, the customer, should shoulder the burden of their job. The situation spiraled when the service manager, instead of diffusing the situation and offering a solution, chose to follow in the footsteps of their subordinate. The manager's communication was not only abrupt but brazenly rude. I was left astounded by their insinuation that my grievances were a bother to them, underscored by their suggestion to pick up my vehicle "if I was just going to complain." The lack of empathy and customer support has tarnished the image of a brand I once held in high regard. The interaction was devoid of any semblance of professionalism or the luxury service standard that BMW purports to uphold. Being told to 'Google' information for their convenience is not only unhelpful but insinuating that I am the one at fault here is unacceptable. This experience has left an indelible mark, and I write this review not just as a cathartic release but as a stark warning to potential customers. The service department's treatment of clients is not only detrimental to BMW's brand image but a disservice to the community. I expect nothing less than the highest standard of service, which, unfortunately, was abysmally lacking in this instance. It is my sincere hope that this review serves as a catalyst for change within the service department and prompts BMW to revisit its training programs. Such experiences should not befall any customer, especially not in an establishment that prides itself on excellence. More

by rscott Verified Customer Verified Customer

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I wish I could give zero stars. ..I am horrified at the experience Ive had especially at such a prestigious place as bmw. My gas has suddenly stopped working in any and all driving s ..I am horrified at the experience Ive had especially at such a prestigious place as bmw. My gas has suddenly stopped working in any and all driving scenarios with alerts going off that shouldn't be, I have to drift to the side of wherever I am and turn my car off and on again to be able to drive again, this is due some internal glitch in the sensors im assuming. But this very dangerous and life threatening problem makes my car undriveable and unsafe for anyone to be in or around. I brought it in for this initial issue, and 2 hours later they told me my car is ready for pickup, that they did tests and its fixed and good to go. the next morning within 10 minutes it happens again on the freeway, again off the freeway and right as im pulling in to park at work and this continues more and more frequently whenever im in the car. when I brought it back and explained in detail the situation AGAIN with pictures as well as in detail descriptions of each driving scenario which is every possible scenario, the service manager tells me that they tested it and don't know what else to do, that I should drive in the car with him until it happens because its probably my driving that is making this happen. Instead of doing the due diligence to test it thoroughly his only solution was to blame me and insist I drive with him until it happens again because its must be my fault. The assumption that it must be my driving and not their lack of efficiency is so inappropriate, this situation is so dangerous to allow me to even drive it off the lot in first place after it wasn't thoroughly tested to begin with, to put my life at risk again even after I brought it in and told them in extensive detail the problems is crazy to me. I am horrified at not only the way I was treated and blamed for the issue in my car but for the lack of thorough testing, customer service and overall job efficiency. 0/10 im in awe at the disrespect I received from this man and from this overall experience, he so clearly had zero concern for my safety and zero trust in the words that were coming out of my mouth More

by ALEX GRANDE Verified Customer Verified Customer

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Danny Garcia is great. Listening to my concerns and really helped with figuring out what my car needed. Highly recommend their detailing service. My car looks brand new Listening to my concerns and really helped with figuring out what my car needed. Highly recommend their detailing service. My car looks brand new and is doing better than ever. More

by Nancy Verified Customer Verified Customer

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Service is good. Service is good. Service is good. Service is good. Service is good. Service is good. Service is good. Service is good. Service is good. More

by Haoran Ma Verified Customer Verified Customer

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I have finally given up on this dealership for service. Communication and follow-through is horrible (a message left for the service manager is never responded to, for example), and they think it’s okay to Communication and follow-through is horrible (a message left for the service manager is never responded to, for example), and they think it’s okay to not provide any information to the customer but instead rely on only digital communication. And they always go out of their way to point out service items that are not yet timely, I.e., an oil change not due for months and thousands of miles, to increase your bill. More

by KMF9094 Verified Customer Verified Customer

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Terrible customer experience. Car was not ready in time and I was not notified. I had to speak to 5 different ppl and had to call back each time bc I was sent to vms or put on ho Car was not ready in time and I was not notified. I had to speak to 5 different ppl and had to call back each time bc I was sent to vms or put on hold while phone just rang. Car was delivered dirty when I got it. Service manager Danny unresponsive and service advisor Cesar did not even acknowledge he left for the day with no communication to me. I will not return to Santa Monica BMW. They are bad for the BMW brand. More

by angchen419 Verified Customer Verified Customer

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Excellent service, Crystal was awesome to work with, made everything nice and easy. My vehicle was repaired on time, and was washed and vacuumed everything nice and easy. My vehicle was repaired on time, and was washed and vacuumed More

by JIMTHE1ST Verified Customer Verified Customer

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It is good It is good It is good It is good It is good More

by Haoran Ma Verified Customer Verified Customer

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We've been using this delaership for over 20 years and continue to be happy with the service. continue to be happy with the service. More

by marsha.hbs Verified Customer Verified Customer

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I've been using Santa Monica BMW since 2006 and they never fail to amaze me! never fail to amaze me! More

by EXCLUSIVE MOTORSPORTS Verified Customer Verified Customer

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