BMW of Mountain View - Service Center

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

Never ever go there! There is huge labor charge difference between BMW Mountain View and other BMW dealers. They will quote the price they wish. Check the price with other BMW dealers before you co difference between BMW Mountain View and other BMW dealers. They will quote the price they wish. Check the price with other BMW dealers before you commit to anything at BMW Mountain View. More

Raiford was dishonest, confusing, and unprofessional. Raiford was dishonest, confusing, and unprofessional. Went in for a seat that caught on fire, instead of getting to all the electonic damage he tri Raiford was dishonest, confusing, and unprofessional. Went in for a seat that caught on fire, instead of getting to all the electonic damage he tried to sell me thousands of incremental things. In the end, charged me 1500 to diagnose an issue incorrectly and take out and put back in a stereo and navigation system they decided was not actually broken. More

Loaner vehicle available. Made up some excuse, but when I talked to manager was able to get one. ANY minor issues with the car does NOT seem to be covered by the extended warranty when purchased with the talked to manager was able to get one. ANY minor issues with the car does NOT seem to be covered by the extended warranty when purchased with the vehicle. A handful of issues (including defective inner paint jobs, window, etc) are issues BMW admits to being faulty, but the dealership doesn't admit to it and won't do the job for it. Even if it's a car manufacturer reported issue! Ridiculous. The reports are all online and I had to print the form and show them. More

Heard of lots of bad reviews about this place so I didn't expect a good experience at all. But I still had to try my luck here since this is the dealership closest to work, plus hubby and I bought the new 1 expect a good experience at all. But I still had to try my luck here since this is the dealership closest to work, plus hubby and I bought the new 128 convertible here through the internet department. Seems they could do a reasonably good job on time, as long as you can describe the problem clearly. The service adviser, Mark, was good. Besides the wood trim I need to replace (making buzzing sound), I also asked to replace the small plastic pad underneath the car (I broke it after running over the curb). I got the wood trim for free (under warranty) and paid only the parts cost for the pad, no labor charge. In addition, they checked and inflated the tire for me since the FTM got on 1 day before. Overall experience is much better than I expected. More

After the initial greeting I sat for 30 minutes in my car waiting for the service advisor to show up with no updates nothing. I finally just left. While I was waiting I saw the line at the enterprise rent a waiting for the service advisor to show up with no updates nothing. I finally just left. While I was waiting I saw the line at the enterprise rent a car loaner move very slowly and timed a customer reaching the head of the line for 20 minutes. The whole "drop-off" experience is a 1 hour ordeal. My Lexus drop off takes me 10 minutes or less!! I was however 20 minutes late for my appointment. More

i brought my car in for the scheduled free oil change. i brought my car in for the scheduled free oil change. i made an appointment about two weeks in advance. i told the appointment person i would dro i brought my car in for the scheduled free oil change. i made an appointment about two weeks in advance. i told the appointment person i would drop off the car the night before, so i would not have to rush in the morning. i also called back a few days later to put in a request for loaner car, also with the appointment person. since this was my first service visit, i had no idea who my SA would be. step 1, drop off the car. i get to the dealership a little after 5. i stand around looking for somebody to help me out. nobody. just a bunch of people running around, customers picking up their cars, people returning loaner cars, it was chaotic. i stand around for about 5 min, and soon see i need to go find somebody to help me out. i got to the appointment person, and she's busy on the phone and also looks like she's packing up. so i try to find a service adviser near their offices. looks like almost everybody went home. about 15 min later, i finally find one. he tells me i need to fill out an early bird form since it's after hours, but if i hand off the envelope and keys to one of their drivers, they'll take care of the rest. okay good, though a bit frustrating, step 1 is done. step 2, go secure a loaner. i have no idea what is needed to do this. so i ask one of their drivers. that driver gets me in touch with the guy that manages the loaners. this guy is a complete jerk. i tell him i need a loaner, and he asks what i'm dropping it off for and why the night before. i tell him oil service and that i let the dealer know what my plans are. he then asks me who my service adviser is, and i have no idea. he asks me to go with him back to his desk, and goes you're not on the list, but even if i was, i would not be able to get a loaner car because i'm bringing it in the night before. i then told him i made this clear with the appointment person, and she never said anything. he said it's their policy, yet kind of funny not everybody that works there knows this. he then just rudely goes, they don't have any cars and he can't do anything, and tries to walk away. as he was trying to, i ask well what am i to do now? he just says, you can go to the enterprise rent-a-car desk and just walks away. this guy def needs to work on his customer service skills!! and that policy is lame. i believe they had cars because i saw a bunch of people dropping off loaners!! step 2.5, enterprise rent-a-car. i walk over to the enterprise desk, and there's 5 people in front of me. that said, it took me an hour to get a car. on a brighter note, the worker there was very nice and courteous. the guy that manages the loaner cars can learn and thing or two from her. so what did i learn: this place is busy, i may be a bit short staffed. i think because so many people drive bmw's in the bay area, this place is packed with customers which can result in crappy customer service. also, if you want a loaner car, don't bother bringing it in the night before. if you know who your SA is, try to deal with them directly. suggestion for bmw mt view: you should have a service desk that helps out anybody that's just walked in, and points them in the right direction. if you don't know how this place works, you have no idea what you need to do. i can also see those older having a problem getting anything done there. this would probably really help the lack of customer service in the service department. thankfully, the oil change went smoothly. no issues. and my SA, raiford, seems to be a pretty cool guy to work with. More