BMW of San Luis Obispo - Service Center

Not 5 star! None actually. A complaint was submitted Not 5 star! None actually. A complaint was submitted today with California Bureau of Automotive Repair to report California State Law Emissions Co Not 5 star! None actually. A complaint was submitted today with California Bureau of Automotive Repair to report California State Law Emissions Control Warranty violations against SLO BMW. Subject vehicle: 2016 BMW X3 28d. (diesel). Vehicle Mileage is 68,000 miles. California Emissions Warranty - 7 years / 70,000 miles applies. My original Warranty Booklet that came with this vehicle specifically indicates that the failure of the "SCR Metering Module" is covered under the 70,000 mile emissions warranty. The Selective Catalytic Reduction (SCR) module is a critical emissions control component that injects Diesel Exhaust Fluid (DEF) in the exhaust specifically for emissions control purposes. This is what prevents all diesel cars and trucks from blowing out black smoke. SLO BMW Service Dept diagnosed that the Diesel Exhaust Fluid (DEF) injection line broke off at the SCR metering module and the metering module needed to be replaced. They quoted $750 to fix it and SLO BMW refused to accept that this is a warrantied part listed in my warranty booklet. I had to pay $199 (diagnostic ransom fee) to get my car back unrepaired. I contacted BMW of North America Customer Service and they also refused to honor their warranty. No explanations provided. Just plain NO. This is a clear violation of California Emissions Law. From the California Code of Regulations, Section 13, Division 3, Chapter 1 Article 6 section 2039 which states: "For 7 years or 70,000 miles (or a longer period of time or mileage, optional) (Whichever first occurs); If an emission-related part listed in this warranty booklet specially noted with coverage for 7 years or 70,000 miles is defective, the part will be repaired or replaced. " More

Worst maintenance experience ever, especially dealing with the managers. I will say that through this process, Johnie Medina at the service desk was nothing but professional. Great employee. Took my 2001 with the managers. I will say that through this process, Johnie Medina at the service desk was nothing but professional. Great employee. Took my 2001 330CI in for the passenger side airbag recall after they called me. The driver’s side had already been done by them, no issues. After the passenger side was done and they tried to sell me 4 new tires when not one was close to a wear marker, they gave me back the car with the airbag cover partially off. Then the airbag light came on intermittently after under 1k miles on a car with 98k that never had previous issues. They looked at it and said the passenger seat sensor was bad and charged me $290 for replacing it. Light came on again intermittently, so I took it in but since there were no active codes, the service manager said bring it back when it had a solid fault. I used my own code scanner after that and once it was popping 2 codes, I talked to the service manager Mario Torres again, but then he decided they didn’t want to work on it anymore and offered my $290 back. I said ok, but I’d like to speak to the general manager. After weeks of no response from Mario to my emails about the check, and no return calls when numerous people promised a call back, I finally get an angry call back from Mario then the general manager Vince Troncoso as if I’m disturbing him. We agree to meet the following Thursday, June 4th 2020. When I drive down to meet him, 45 minutes away, he’s not there and hasn’t been all day. I get different stories from different staff about why and no message left for me about the check, etc. so another employee has to track it down for me and leaves a message with him to call me back, again. After 3 weeks, no return call. Now I’m being forced to drive to over an hour away to another dealership to resolve the issue. I’ll be contacting their corporate office, hopefully they’ll be more receptive to customer service issues. More

Car ready yet customer waits My last two visits to this dealership has left me waiting for my car that is ready but no one working seems to know and so I am left waiting. Had I k My last two visits to this dealership has left me waiting for my car that is ready but no one working seems to know and so I am left waiting. Had I known this was how they treat their customers I would have purchased a different car. It took me wandering around telling three BMW staff that my car looked ready outside the showroom. It was ready! Such a waste of my time. More

Bad service I am part of the Takata air bag recall. Before I made the appointment with Takata and BMW. I was told it was going to be 2 hours at most and ask fo I am part of the Takata air bag recall. Before I made the appointment with Takata and BMW. I was told it was going to be 2 hours at most and ask for a loaner if needed. I was told this in writing. When BMW called to confirm they said it was all day. I asked for a car and they didn’t want to do it. I pressed and the caller checked with service and comes back with GOOD NEWS... only three hours. I get there st 9 and the service advisor was horrible! Made me stand there while he chit chatted, then finally acknowledged I am standing there and when he was done with the intake didn’t tell me we were finished. I was just standing and asked him “are we done? His response was oh yeah... no offer of where I could wait ... not even a “bye Felicia.” During my check ins it was not ready. When the car was not ready at five hours they told me that the call had just come in that it was done and at six hours they finally brought it out. I complained to the guy that brought out my car because the advisor was so bad and this guy said the service manager would know about this because I was almost crying. I had to cancel my work and was very upset that the service advisor could care less. He had the nerve to send an email telling me I may get a survey from the factory about their service and to tell him before I tell the factory about anything he did that was “less than excellent customer service. Also when I looked at what they did it was only half of the 3 hour job because some work not needed after all. I should have been out in less than 2 hours. They are really bad. I am in customer service. I would have called the client to apologize that day. . I will never go back there. and I hope I receive a survey from the factory so I can let them know how bad they are. More

Terrible customer service. Don’t send your teenager here. Their customer service doesn’t apply to teens. My son and I purchased a one year old i3 (his first car) and went to the Don’t send your teenager here. Their customer service doesn’t apply to teens. My son and I purchased a one year old i3 (his first car) and went to the old dealership with technical questions about charging, programming and the low mileage the car seemed to get (only charging to 50 miles). The service tech told us we should go to the new dealership by the freeway and ask for Gabe, they refer to him as the genius. My son needed to go to school so I told him to go by afterwards and see Gabe. He text me at 3:30 saying he was there and told a older woman with white hair and bright red lipstick he would like to speak with Gabe, she told him to be seated and wait. He sat down and patiently waited. At 4:00 I texted to see if spoke with Gabe yet, he told me hadn’t. I asked him if anyone said anything to him and replied- no, no one is making eye contact with me and just walking past. At 4:15 he told me his i3 only had 18 miles left and he was fearful it wouldn’t make it home. This is part of our problem. In the morning with a full charge it only has 58 mile capabilities. After a 13 mile drive to school and a 5 mile drive to bmw it was down to 18 miles. So I told him to have them charge it there. He told me even though their open they don’t have a charger. I could sense they weren’t paying attention or being respectful to him and i drove down. I got there at 4:30 and saw the older lady speaking with my son. I asked her what was happening and she said “ I don’t know why the service tech sent you here you obviously have a mechanical issue (I asked her then why she had my son wait an hour. Which she ignored). I explained they told me it was a programming issue and they told us to come here and see Gabe. She laughed and said “Gabe’s not here he left awhile ago”. I asked her then why she would have my son wait for a person that isn’t even there. She smerked again and said he’s not here and we should go back to the old dealership. I only found out afterward that everyone I spoke to said San Luis Obispo BMW is one the worst dealerships around and everyone goes out of their way to drive to the Santa Maria dealership for any BMW needs. This experienced has totally soured us so badly, I immediately sold the car will never own another BMW again. Above all I hope this experience will also serve as a warning to others about the complete lack of respect they have towards younger clients and confirm its well worth the drive and time to go to any other dealer except this one More

Lacking in service The BMW service team has got to be the most unfriendly and unhelpful group I have ever encountered. I bought a pre-owned BMW and was sold a prepaid ma The BMW service team has got to be the most unfriendly and unhelpful group I have ever encountered. I bought a pre-owned BMW and was sold a prepaid maintenance program for $2695. Having traded in a BMW Z4 for a BMW 328i, I know how expensive maintenance is, so I felt it would be just that, a prepayment of service during the three years under the plan. Well, turns out THIS BMW 328i only need service when the computer says so. In 3 years, I received a whopping 2 oil changes and 2 wiper blade replacements only because I ASKED to have them done. The on board computer said I needed brakes, but visual inspection said I did not. According to BMW service, my brakes are good for another 35k miles. Must be amazing brakes since the car has 56k miles and has not had a brake job. Promises were made that I could cancel the prepaid maintenance package and get back the unused portion. Turns out that the finance manager (who is now at Perry Ford ) was wrong. My sales woman had also thought the same was true when I recently spoke to her. The GM of Coast won't return my phone call or email. I asked for a measly 60k check up and was told no because I'm at 56k. Prepaid maintenance is NOT the same as insurance. I was sold on the fact that the car would need service every 10k miles. The on board computer thinks otherwise. Oh, but I can get a "free" car wash and a cup of coffee anytime I visit the dealership. More

Customer service ? Took our 650 in for service - they damaged vehicle while it was in the shop. Said they'd take care of it. Then they dropped us. I have contacted every Took our 650 in for service - they damaged vehicle while it was in the shop. Said they'd take care of it. Then they dropped us. I have contacted everyone from the owner of the company on down to the managers at the dealer. 100% unresponsive. Coast BMW will happily take your money but if you have a problem after the sale - they will ignore you until you go away - Starts at the top and rolls downhill from there. No one cares and they dont care that they dont care. More

Not the most friendly BMW Dealership! Never have we experienced such unfriendly service as Coast BMW. They made it difficult to repair our Z4 and would not accept direct payment by my Ins Never have we experienced such unfriendly service as Coast BMW. They made it difficult to repair our Z4 and would not accept direct payment by my Insurance company! They seem to work hard at ‘pushing business away’. I’ve tried calling the Manager and never received the courtesy of a response. Very disappointed. More

Issue Resolution After an initial negative experience, Vince took the appropriate measures both locally and with corporate to secure the issue resolution to everyone's After an initial negative experience, Vince took the appropriate measures both locally and with corporate to secure the issue resolution to everyone's satisfaction that were involved More

No Trust They inflate the "necessary" service every time I take my car in. I call other BMW dealerships for cost of service; Coast is always higher. I have n They inflate the "necessary" service every time I take my car in. I call other BMW dealerships for cost of service; Coast is always higher. I have no trust whatsoever in their integrity. Avoid this dealership! More