BMW of Mountain View - Service Center

Rude, dismissive, and not informed I visited parts for a rear license plate mount and was told they were out of stock and that one would be ordered. I received no call by day 2, so I ca I visited parts for a rear license plate mount and was told they were out of stock and that one would be ordered. I received no call by day 2, so I called and was told it was in. Turns out they ordered a front mount and actually had rear in stock the whole time. Multiple trips, pay, refund, pay... no apology no offer to make it right. Asked to speak with a manager, was told one would call, never did. Now my wife called b/c we received notification that airbag recall part is finally available. She was told we had to get on a list (we had already been on the list - letter said call dealer to schedule final remedy). My wife questioned regarding why we are. Wing put on list. She was asked "why are you being rude? Do you want to be on the list or not?" She asked for a manager and was transferred to vm. My wife called BMW corporate, who told her she should have been able to schedule. They referred her to Peter Pan BMW who answered immediately, orders the remedy part, and said they'd call when it was in to schedule what will be a 1 hour repair. No problem. It seems mountain view BMW does not care about providing customer service or representing the BMW brand. I highly recommend going to any of the other Bay Area dealers and not subjecting yourself to this disappointing establishment. More

NEVER BOUGHT NOR SERVICE YOUR CAR AT THIS PLACE!! I bought low milleage (24k) 2012 BMW X3 from here 10 months ago. Car looked great on the paper. Salesman convinced me the car went through all the I bought low milleage (24k) 2012 BMW X3 from here 10 months ago. Car looked great on the paper. Salesman convinced me the car went through all the necessary inspection and would run great. I have pretty much been driving it for another 3k miles since I got the car. Then, last week the engine just died by itself while we were lining up in the gas station. Because of this, unfortunately, we had to miss our good friend's wedding. Also, gotta pay $325 to get the car towed back to this place. It took one week for them to service the car. They said "the root cause" is the ignition coil and spark plug. They replaced them and the service advisor said that the car is in the tiptop shape now. Then, I picked up the car just yesterday and paid a ridiculous $1600 for NOTHING. Because, today, the car just lost its power again while I was driving around 20MPH. Thankfully, there was no car around and I managed to cruise the car to the side of the road. So, I had to get this car towed again for the second time in a week. I'm not sure what they'll do to the car now THE BOTTOM LINE IS THIS CAR REALLY PUTS ME AND MY FAMILY IN DANGER! What if this happens while I am driving on the highway? This could have been much worse. I thought getting this car will get me a safe experience for my family especially my 7-month old daughter. In general, I am very disappointed with all the experience that I went through. Salesman promised me that this car will run great. The service advisor said the car is fixed and everything is in great shape. But, what I got is totally the opposite. Just beware when you consider going to this place for ANYTHING really. They just want your money. Now, I have no confident with the car anymore and am always have the traumatic feeling while driving this car. At this point, I really just want to get rid of the car. I'm just hoping they can buy back the car and refund all the expenses to compensate for all the experiences that I went through... More

A Complete embarrassment to the BMW name Brought my car in to have it fixed with overheating. Here I am 2 months later to bring it back and they wont call back. I had to call back and they sa Brought my car in to have it fixed with overheating. Here I am 2 months later to bring it back and they wont call back. I had to call back and they said they could see me in 7 more days. xxx????? It should have been fixed correctly the first time and have to wait 7 more days. They are a joke. All of these one star ratings completely make sense. More

DIFFICULT to schedule service!! I've called 5 times, speaking to a human twice who promised a call back right away....but still no return of phone call! This does not seem acceptab I've called 5 times, speaking to a human twice who promised a call back right away....but still no return of phone call! This does not seem acceptable. (Probably if I called the sales department, I would get immediate attention....) More

Very difficult to schedule service I have purchased two cars from this dealer, and am currently leasing one. I have found them to be very competent in the past, but over the past year I have purchased two cars from this dealer, and am currently leasing one. I have found them to be very competent in the past, but over the past year I have noticed the service center does not pick up the phone, and my repeated messages are rarely returned. Since I travel 70% internationally for work, and it is so hard to schedule service with them, I just ran over my warranty expiry date on a purchased 328i by two weeks. And of course, they wont help me out on the warranty work that needs to be performed. I have been calling them off and on when in the US for 4 months. I will never buy another car from these guys. More

Repeated Bad Experiences I have had an awful experience with this dealership from the day I started dealing with them over two years ago. Here's a quick summary of everything I have had an awful experience with this dealership from the day I started dealing with them over two years ago. Here's a quick summary of everything I went through: 1. I came to the dealership already knowing the car I wanted to purchase, but dealing with the sales rep was awful. He frequently misrepresented the features of the car (didn't really matter since I had done my research and knew what I was getting), lied about timelines for delivery, was frequently out of contact with me around the days the car was supposed to arrive, and was generally unhelpful. 2. The service centre rarely picks up the phone when you call during business hours, sometimes takes days to call back, and sometimes just never calls back when trying to book an appointment. The first time I was booking my service appointment, they didn't pick up the first 4 times I called over 4 days, and I had left two messages for them which they did not reply to for several days. 3. My (parked) car had gotten hit in a parking lot a year after purchase. Since the repair was fully covered under warranty, I decided to get it taken care of by the dealership. I went to the dealership for an estimate, and they asked me to leave the car with them for the day to do the estimate. When I picked up the car at the end of the day, the service rep had already left, and nobody knew where the estimate was. I called back repeatedly over three days, eventually getting in touch with the rep, who said he'd email me the estimate later. I had to call back again two days after just to get him to actually send the estimate. When I was finally ready to bring the car in for repair, the dealership mis-coordinated with the insurance company, causing the repair process to take an extra 2 weeks (roughly). 4. Two years after purchase, a bulge had appeared on a tire after a long ride. I had BMW's warranty for tire leaks, so I brought the car in to the dealership. After looking at the car, the BMW rep said the car was not covered under warranty because "air was not leaving the tire". I had repeated conversations with them saying that I spent $700 on a warranty to cover exactly this type of damage, but they said they didn't agree and would not fix it under warranty. I ended up having to call the BMW warranty line myself, and after a VERY short conversation they said that the damage was absolutely covered under warranty, and I had to coordinate the dealership with the BMW warranty people to make sure they'd fix it under warranty. The hassle to do this was unbelievable. 5. Finally, their estimates for any sort of work on the car are around 40% more expensive than small car repair shop for the same work. The point is, if you're looking to purchase a BMW, or have a dealership that offers great service, go somewhere else. More

WORST SERVICE EVER!!! I'll begin by saying that I have been a loyal BMW customer for over 20 years. My dealership and service department over the years were Beverly Hills I'll begin by saying that I have been a loyal BMW customer for over 20 years. My dealership and service department over the years were Beverly Hills BMW--their service and customer care is stellar. I made a service appointment over a week ago with a request for a loaner/rental with BMW of Mountain View. I arrived this morning at my appointment time at 10 am and after waiting for 25 minutes, my service advisor Eric Loncarich showed up to inform me that although he can see that I had reserved a loaner, they had given them all away and had nothing available for me. He asked if I'd like to reschedule the appointment. I had taken the day off work to drop the car off and run errands that I normally cannot do. I have an extremely busy work schedule and to have planned this for my day was no small task. His lack of understanding and customer care deserves no stars. He did not even try to find a solution but rather just said that he will let his manager know. I left BMW of Mountain view dealership and called Steven's Creek BMW service. I explained the situation to them and they made an immediate appointment for me and told me to come straight over. Their attention to service and customer care was amazing. Come to find out, they are owned by Sonic, the same company that owns Beverly Hills BMW. They actually understand what excellent customer service means. I will no longer purchase or lease a BMW from BMW of Mountain View or service my car there. From now on I will take my business to an honest, considerate, and deserving business like Steven's Creek BMW in San Jose. They have a much larger service department and return your car faster and immaculately cleaned--unlike BMW of Mountain View. Avoid BMW of Mountain View, their service and customer care is sub-par. More

Incomptent service I bought a 328i from BMW of Mountain View. The first time I went to replace the tires, the dealership quoted me a price double the amount quoted by A I bought a 328i from BMW of Mountain View. The first time I went to replace the tires, the dealership quoted me a price double the amount quoted by America's Tires for the exact same tires (strike one). When I went to America's Tires to get the new tires installed, they discovered that the special wrench you need to remove BMW lug nuts was not in the car. (BMW has 20 or so different lug nut types that require a unique wrench that comes with the car and has a special spot in the trunk.) I went to BMW of Mountain View to get a replacement and after 7 weeks or going back and forth, including the service advisor telling me that I would have to buy it (what?? it should have come with the car YOU sold me! strike two), they tell me they can't replace it and they would have to spend 4 hours drilling out the old lug nuts and replacing them with a whole new set. (really? there is no master? strike three). I finally resolved the matter by going to Stevens Creek BMW who produced a matching wrench to my lug nuts (they used their master set to figure out which one it was) right from their parts department. It cost me $20 since I hadn't bought the car from them, but I was happy to pay it just to have the ability to get my tires replaced finally! It took 40 minutes for Stevens Creek BMW to solve a problem that BMW of Mountain View had already spent 7 weeks on and had not yet solved. I will never go back to BMW of Mountain View again - which is too bad for them given I have bought 2 BMW's from them in the past, and have a passion for them. Stevens Creek BMW, on the other hand, was courteous, knowledgable, and helpful. They will get my business from now on. More

a service nightmare putting a side the bad experience I had buying the car - being offered unnecessary insurance - I needed their service fixing a broken windshield.. whi putting a side the bad experience I had buying the car - being offered unnecessary insurance - I needed their service fixing a broken windshield.. which ended up to me a nightmare. they estimated and re-estimated my damage playing with parts and labor prices. it's been almost a week and I still chase them to get it fix and work with my insurance. the stories are unbelievable, I really wish I didn't buy that BMW, pure disappointment end to end More

bad repair experience I think they overcharge you compared to other dealers in the area and 3rd party mechanics. if your car is not under warranty you should stay away from I think they overcharge you compared to other dealers in the area and 3rd party mechanics. if your car is not under warranty you should stay away from them. they charge $199 diagnosis fee which is $30 higher than other dealers (Fremont BMW, etc). and in my case estimated a $833 for "one headlight bulb replacement"! on a 2006 3series here was the breakdown: Part $337.09 Labor to replace $296.04 Diagnosis $199.00 note that any other mechanic that I called only charges $50 to change the bulb. they buy the part from the BMW and charge only $50 to replace the bulb! I asked for the part number and the OEM price for the part is $47! I am paying the $199, take my car and will never go back there again! More