BMW of Fremont - Service Center

Worst service provided by Jessica Benoit 8 reviews 1.0 star rating 2/12/2017 Can you imagine you will be without a car for 17 days for "key programming"? I couldn't either, before the ex 8 reviews 1.0 star rating 2/12/2017 Can you imagine you will be without a car for 17 days for "key programming"? I couldn't either, before the experience at BMW of Fremont. First, I work within 5 miles from BMW of Concord. However, I took it to Fremont, because it is the place I purchased my vehicle and I had gotten services from there before. From the phone statement, I called this business 55 times, aggregating 4.5 hours during my working hours and left dozens of voice mails in those 17 days. This is just 4.5 hours just calculating minutes on my phone statement. If I add times such as getting out of the building to talk to them, the hours spent will most likely be doubled within 17 days. Jessica Benoit, the service adviser, has not been there half of the times without assigning work to any other associate and she has returned my call twice within 17 days. All she said was everything is in good hand. Absolutely no work has been performed and clearly it was taking more time than i had hoped, so I started recording phone call requests and conversations after 10 days of my car towed to BMW Fremont. She suddenly became very attentive and she said there needs to be additional work to be done gave me a quote of $2,300 before tax (excluding $300 keys I purchased). That is the first status update on my repair. After 10 days. She also tried to charge me for a $195 inspection fee LOL. Did I authorize such inspection to be done? Absolutely not. I mean they couldn't even turn on the car, because no programming was done. They didn't even have a clue what my odometer was at. So what kind of inspection was done? Because of absolutely irresponsible customer service provided from Jessica, I asked her to please transfer my matter to a supervisor or a manager and I wish to work directly with them. She ignored my request. I can only say she ignored me, because she replied my email like 10 minutes before my request and I have not heard ever since from her. Isn't talking to a supervisor at request not only a customer's right, but a privilege? After 17 days passed without any work performed, I towed my car from BMW Fremont to another BMW dealer in Bay Area. I towed it on Wednesday around 4pm and they said that they will start working on my vehicle the next day. I picked up my car on Saturday morning and drove home. I paid $1,340 after tax. I understand prices varies by places to places, but twice the difference? I can only think of her being not just inappropriate but abusive. Worst part is there was no single sorry given in her emails and phone conversations. If "I understand your frustration, but" qualifies as sorry or apologizing, then she might have. She was not sorry for all the inconvenience that has caused me for being without a car for 17 days in these stormy weather, hours called to contact her which resulted in extra hours to work at my primary business, and emotional distress. I am filing a small claims against this company for negligence causing personal injury and will be filing a complaint at BBB. More

Horrible Customer Service From the moment you call the service-line, to the moment you finally drive off with you car, the experience with these unprofessional people is horrib From the moment you call the service-line, to the moment you finally drive off with you car, the experience with these unprofessional people is horrible. Not only do they put you on hold for a REAL long time, "Daniel" is rude and unprofessional when she finally gets on the phone. Its been a frustrating and uneasy experience every time I've taken my vehicle in for service. This last time in January 2017, not only did it take 2 hours more than I was assured, but my car was missing the front hood BMW emblem and a tail light cover!! It's been 2 weeks and I haven't gotten it fixed by the dealership!! For a luxury car dealership you would expect A LOT more from them. SAD SAD reputation this dealership is creating for itself. More

Worst Dealership you could find Extremely bad service, ridiculous wait times, I made a huge mistake buying car from here, don't do the same. I wish I could turn back the time. Extremely bad service, ridiculous wait times, I made a huge mistake buying car from here, don't do the same. I wish I could turn back the time. More

Bad service and cheated This dealer provided extremely bad service. They made me paid for diagnostic fee of $190 3 weeks after I brought my car in for final service within gu This dealer provided extremely bad service. They made me paid for diagnostic fee of $190 3 weeks after I brought my car in for final service within guarantee. I asked to make sure that everything is working good. Thy assured that everything were good. 3 weeks later th light went on and they charged diagnostic fee and they told me wrong problem. I had to spend more money for wrong part replacement. I asked to speak to manager, they only asked they assistant manager to call. When I called back they weren't available and they never called me back again. More

BMW Fremont Service Dept. The service manager Tobby "Mr. Confident" Brown and service advisor Richard Deeds both this guy are unprofessional. I will not deal this two idiot an The service manager Tobby "Mr. Confident" Brown and service advisor Richard Deeds both this guy are unprofessional. I will not deal this two idiot anymore. If you guys have any problem in your BMW car better to call Kevin Dupree. More

TWO WORDS: UNPROFESSIONAL & INCOMPETENT This negative review is towards the FREMONT BMW SERVICE DEPARTMENT...I HAVE NEVER DONE BUSINESS WITH THE SALES DEPARTMENTS...SO THIS REVIEW DOES NOT R This negative review is towards the FREMONT BMW SERVICE DEPARTMENT...I HAVE NEVER DONE BUSINESS WITH THE SALES DEPARTMENTS...SO THIS REVIEW DOES NOT REFLECT ON THE SALES GUYS AT ALL!!! The AC in my 640i conv stopped blowing cold air all of a sudden. We just came out of a winter...so maybe it stopped working during winter. Anyways, i made an appointment at 8:45 in the morning. A Mr. Nick was my service advisor and i told him about the issue. I also told him to maybe have my bluetooth software updated because my bluetooth pairing with my HTC phone is causing issues. But, that was secondary. I know a little bit about cars. So, i did my research before i took the car to the service. I made sure that the AC blower was not making any kind of unusual noise [indicative of a bad compressor]. I also made sure that there was no unusual smell coming out of the vents when the AC was running. So, i figured either the FREON [AC coolant] needed to be refilled to the right amount or maybe there was a FREON leak through one of the hoses. I told Mr. Nick about that. He told me that it would be done by 5:15 that day. So that gave them about 9 hours to fix the AC. AND ASK ANY MECHANIC IN THE WORLD...BMW OR FERRARI...ACs in all cars follow the same mechanism...same architecture...don't let anyone tell you that...BMW ACs are different and all...if they do...DO NOT LET THEM TOUCH YOUR CAR !!! So,i figured 9 hours sounds about right. They will pull my car into their garage, get the error code by hooking up the computer and then maybe check for leakage by passing dyed freon and then whatever it is they will fix it. I am positive the compressor was good so there is absolutely no need for a major compressor change. So, their shuttle dropped me off at my work which was about 18 miles from their center. Then, i call them at 3 pm to find out what the status was on my vehicle. One would expect that by this time one of their "technicians" would have had time to pull my car into a garage and at least take a look at the issue or hooked up a computer and get the error code. Anyways, Mr Nick tells me that they will have to keep the car with them for two days. That surprised me and i was like...Ok...maybe its something a little more serious than what i thought. So, i was like...ok Nick...so what seems to be the issue that you guys need to keep my vehicle for 2 days??!! To my utter frustration Mr. Nick told me that he couldn't tell because their technician haven't had a chance to take a look at my car. I was like ...so did anyone even touch my car since i left at 8:45 in the morning. And Mr. Nick started with their policies about how no technician touches a car till the vehicle has been sitting in their lot for at least 12 hours. So, that totally pissed me off. I told him that the only reason i dropped off my car at 8:45 was so i could pick it up after work. And the fact that a technician did not even bother to look at my vehicle for the 6 hours its been sitting there but could still draw a random conclusion about needing to keep the car with them for 2 days annoyed the hell out of me. Mr. Nick also tells me that his technician told him that he would have to contact BMW to get my software update for my bluetooth. AND THAT MADE ME THINK HOW INCOMPETENT THAT TECHNICIAN WOULD HAVE TO BE. I am an engineer. I could do that software patch update myself by getting the patch from BMW. I just did not want to do it because i thought...well, i am gonna give them my car anyways...so why not let them do it. And this technician apparently needs an entire day to do that work. BUT, ANYWAYS...i ask Nick to forget about the software patch and give me a time frame for the AC work. He told me next day noon. I asked him...so will it be done by tomorrow noon and can i pick up my car? Mr. Nick tells me...No...tomorrow noon his technician will let him know about the issue with my AC and then if i say yes they will fix it. CAN YOU IMAGINE THAT? That told me that not a single technician even looked under the hood of my car. They were just pulling these time frames out of their...you know what !!! And i told Mr. Nick that this week i have serious work issues...some traveling around. So, i need the car and if he could fix it by tomorrow. He just told me straight out that his technician will look at my car tomorrow. SO, BOTTOM LINE IS...i dropped my car off at their service center at 8:45 in the morning...and no body there touched my car or looked at it the entire day. Thats how bad their service department is. Total lack of respect and consideration of other people's problems. You might expect this at Chevy or Kia...but, not at a BMW !!! And thats not all. My work place is 18 miles from their center. And Mr. Nick gave me grief about having to drop me off so far...out side of their range...which is...WAIT FOR IT...15 miles !!! I would have paid them the gas money if they asked me to. But, i had to get to work. So, THAT'S THE STORY GUYS !!! Is it just me or do all the BAY AREA BMW DEALERSHIPS have a bad rep??!! I mean look at Fremont, stevens creek, San Francisco, Sunnyvale...they all have poor ratings ..both on yelp and dealerrater !!! No wonder i had to go to BMW of Riverside to get my BMW !!! Unfortunately, its not possible to go there for services !!! Anyways...i got an appointment with Stevens Creek...lets see how well they do...not keeping too much on an expectation thought !!! More

This dealership has the worst service experience ever possible. When you schedule apponitment they tell you, you dont need a loaner because it's regular service. Once you get there, then they say there possible. When you schedule apponitment they tell you, you dont need a loaner because it's regular service. Once you get there, then they say there is a recall. First time, they kept my car for 1 week without even giving me periodic updates. Second time, they said they will definitely give me the car back by 5pm, and when i call at 5pm they say they will have to hold on to it. no talk or loaner or rental cars. They are a bunch of assholes. Dont ever go to this delarship. More

customer service was horrible, and the technicians did not fix my car. also they put no effort into solving my problem and gave it back just as i brought it. i took it to stevens creek BMW and they search not fix my car. also they put no effort into solving my problem and gave it back just as i brought it. i took it to stevens creek BMW and they searched and called nation wide for my problem and fixed it. More

Parts Clerk need to smile and not be in bad mood seems like he doesnt like asians but he is asian himself. Ask him a question and he will give you a sarcastic answer instead. This was supposed to be my th like he doesnt like asians but he is asian himself. Ask him a question and he will give you a sarcastic answer instead. This was supposed to be my third generation M3 which I already sold my E36/E46 M3, my friend and I went to look at the 4 door M3 in Parts show case and my friend went to ask a question about some parts related question and this asian clerk just gave him a cold shoulder and made it seem he was bothering him instead of helping him,I was already warned by my other colleagues about customer experience in Service department here in Fremont BMW, But it just makes since for me to purchase my car here since I reside here, My second option was East Bay BMW or Bmw Mountain view which had friendlier staff and had a better ratings on customer experience. Sorry, but I've been Customer Service Manager for 15 years for an Airline and that what I call a bad customer relation, Maybe this Dealership doesn't care about Customer as much as we do in Airline industry. So thats why Ill rather bring my business somewhere else here in Bay Area. More

Not a Friendly service advisor, misleading customer on the problem with enough details, car not ready for customer pick up as promise, leave car dirty without washing after done repairs job (2 nd times ha the problem with enough details, car not ready for customer pick up as promise, leave car dirty without washing after done repairs job (2 nd times happen with the same dealer) Will not coming back for good. More