Bob Smith BMW - Service Center

Best people work there especially Paul and Carlos I have had friendly and convinient service at service center. They are extremely helpful and polite. I have leased my cars there for the past 20 years I have had friendly and convinient service at service center. They are extremely helpful and polite. I have leased my cars there for the past 20 years and have never regretted. Dealer that is line family More

I AM BEYOND IMPRESSED Ruby and Paul and brian are great! I'm not certain about the negative reviews posted here seems really weird! I've always driven Mercedes Benz and th Ruby and Paul and brian are great! I'm not certain about the negative reviews posted here seems really weird! I've always driven Mercedes Benz and this is my first BMW talk about making me see a whole other level of customer device and maintenance. Let's start with my appointment easy as breathing, I made the appointment online and chose Brian Avelar as my service advisor. He is SO HUMBLE and knowledgeable, from the very start we walked over and through my new used BMW I purchased from another boutique type sakes shop. So, many things when you purchase a used new car are expected to need to be replaced or maintenances done period end of story. However I picked up that bill of a couple grand and it was WELL WORTH IT! The car feels better more smooth. Well anyhow, Brian and the other tech, Michael I believe was his name, went over the car, the coolant was old FLUSH, the power steering, brakes, sensors, OIL CHANGE DUE, alignment, front right and left bushings worn out, machines my rotors differential fluid change, the crankcase vent valve on the cylinder head was leaking fixed that and found oil in the eccentric shaft, 2 days and for a good price. I've never had BENZ walk me through the repairs they just tell you and you have to trust Benz with this BMW dealer and service advisor nothing was left to second guess I saw for myself and I was pleased from start to finish. This dealership doesn't come off as ill advised and desperate. They are informed and classy with an edge on customer service that few can hold a candle to. RUBY was A COMPLETE JOY! I had the best time talking to her she was and us AMAZING like Brian. To bad Yelp doesn't allow for a diamond rating because they would get 5 diamond ratings from me. It's made me rethink the 5 star ratings I've given to other places. I honestly could sit ALL DAY LONG and not be uncomfortable. The waiting room is perfectly fine! Someone said it's small? I'm not sure what they expected? A theme park ride or a connected Starbucks? No it's a car dealer! The best car dealer I've been to and I've had 4 Mercedes Benz and 5 other cars in my life. I chose Brian because he has my name! I know silly but hey the dude is REALLY COOL, honorable and has dignity and is humble. I loved and appreciated that. It's rare. I can't say the same for any other dealer. Yes some come close but not enough. The prices are EXCELLENT! They are FAIR and I appreciate that. I'd rather have it done right in a couple days than to be told to wait someplace else. So I hope the owners read this and Honor Brian Avelar with an award or something really amazing. Paul was sitting at a desk he briefly spoke to me and was kind when I was chatting with Ruby who WAS EVERY BIT as great. The only con was the cashier seemed very busy and in low lighting, mad install very bright lights on the cashier area like the sun shining in on this dealership because they are that GREAT! THANKS EVERYONE! Many blessings! More

Courteous and Helpful Paul and everyone I dealt with there, made my experience a positive one. All are friendly and eager to help. When going in with an appointment, ever Paul and everyone I dealt with there, made my experience a positive one. All are friendly and eager to help. When going in with an appointment, everything goes smoothly, and is well orchestrated. Loved the loaner! More

Brian U Brian was very helpful and not pushy. I really appreciated his advice. However he was not pushy on the product or make me feel pressured to buy. Took Brian was very helpful and not pushy. I really appreciated his advice. However he was not pushy on the product or make me feel pressured to buy. Took care of my concerns and resolved my issues. More

Sold car and warranty dept refused to refund remainder This is for the maintenance warranty dept. last year I purchased an extended maintenance warranty on my BMW. Recently I ordered another vehicle from This is for the maintenance warranty dept. last year I purchased an extended maintenance warranty on my BMW. Recently I ordered another vehicle from another dealer and was in process of trading in my car once new Car arrives. I called the warranty dept daily and left messages. Jordan at Bob Smith warranty took the entire week to return my calls and said she can not refund me the difference since I sold the car. This was not in the contract i signed and have received attorney advice and they are in breach of contract. There is nowhere in writing that says I must still be in possession of the vehicle. It said that I must provide in writing to them in person, mail or courier that I wish to cancel and within 30 days they will pro rate difference left on contract. Please do not buy any warranty from them, they are crooks and awful experience there. They would keep my car for several days just for an oil change and minor work. The only person there who has been helpful is Ken Firmin the service advisor. He would tell me honestly what car needs and doesn't. I've had other service advisors that tried selling me extra service items that car really didn't need, but Ken was honest. If someone is wanting to buy the upgraded maintenance warranty, then they should ask what if they sell the car, because the contract they gave me has no written information about selling car and not being able to get a refund for difference. That is breach of contract and very poor customer service. More

Substantiate claim against Century West BMW for poor repairs Went to dealer for letter substantiating claim against Century West, BMW of damage during battery change six weeks earlier, result, flooded battery co Went to dealer for letter substantiating claim against Century West, BMW of damage during battery change six weeks earlier, result, flooded battery compartment, shorted electronics. $5,000.00 bill. Terri Wallace and Shop Foreman, Mike. Terri said she had never heard of BMW, USA ever asking for a letter from another dealer on a charge back claim. She asked Mike to look at my car. He was very thorough in his inspection, noting that all welds, body panel seals were "factory work," never been damaged or repaired. Mike said that my complaint was accurate and the flooded battery compartment was the result of damage caused when Century West changed the battery on November thirtieth, 2015. He told me he was busy but that he would write the letter requested by BMW, USA and call me when it was ready. I called Terri and Mike several times over nine business days, leaving a message and phone number. None of my calls have been returned, each one went to voice mail, and I have given up hope that they will ever respond. I also contacted four independent BMW repair shops and one of them told me that if they wrote a letter criticizing a Dealership, he feared that his parts supply might be interrupted by BMW, and he refused my request. The other three shops said basically the same thing and all three denied my request for a letter on their letterhead. When a BMW Dealership won't criticize another BMW Dealership and four independent BMW shops fear retaliation from the Manufacturer would hurt their businesses, I see a problem. If anyone out there has experienced similar stonewalling, write a review and talk to an attorney! More

They are bus. You have to wait a week if you want a loaner. I took the car in 3 weeks ago because the back seat rattled. They "fixed" it, and then it started rattling again last week. I called to make an appo I took the car in 3 weeks ago because the back seat rattled. They "fixed" it, and then it started rattling again last week. I called to make an appointment and they said I can bring the car in only between 7 and 11 a.m!!! After getting upset, the clerk agreed to "allow" me to come in at 3:40. I took it in today AGAIN. The loaners are very basic cars, some without navigation. Brian Avelar is great though. The problem is that they are very busy and you just have to wait for an appointment if you want a loaner. Isaac, the Resident Genius, is also very helpful. He does everything he can to resolve issues. More

Excellent Customer Service by Ken Firmin! Referred to Bob Smith by a good friend of mine for service. Ken Firmin went above and beyond to make sure I was taken care of. Ken provided excellent Referred to Bob Smith by a good friend of mine for service. Ken Firmin went above and beyond to make sure I was taken care of. Ken provided excellent customer service and I was very impressed. Clearly explained to him what was going on with the car and what needed to be done and he did everything in his power to make sure I walked out with a big smile on my face. Thanks Ken for all your hard work. I definitely recommend Ken in Service. He's the best hands down! -Ron V. More

Upsetting Service Experience With Bob Smith BMW My family members and I were 30+ year customers of Bob Smith BMW in Calabasas, CA. We've bought/leased 10+ cars from them over the years. And I've j My family members and I were 30+ year customers of Bob Smith BMW in Calabasas, CA. We've bought/leased 10+ cars from them over the years. And I've just come through a really eye-opening ordeal with them that left me without use of my car for two weeks. Beware of Bob Smith BMW and their service dept. and how you will be treated by management, even though they admit in writing that the entire service department was clearly in the wrong with a gross misdiagnosis. Here's the story: I towed in my 2006 X3 on February 10th as it wouldn't start. Was told without any empirical data that my rings were shot -- which is why the engine, with just under 80,000 miles, suddenly had zero compression. The car had just passed the CA Smog Test the week before. Rings don't just suddenly wear out. Was told by my Bob Smith BMW service rep that I could either replace the engine ($13,000 plus cost of diagnostics of $2000, total $15,000) and BMW might kick some money in, or I could buy a new car. I looked into buying a new car. Even "built one" on BMWusa.com and spoke to a sales rep for quite a while based on Bob Smith BMW's say-so that my engine was dead! But something didn't feel right. After repeated calls, and three emails for the GM Catherine Smith to email/call me back -- as she was out of town, we agreed to meet. For nearly four days Bob Smith BMW's service department maintained it was the rings and that my engine was dead. I didn't buy it and told them so. And suddenly on the fourth day (2/13) that they had my car, the engine suddenly had compression again. I towed it out of Bob Smith BMW to another mechanic for an independent review. Gio's Automotive looked at the car, tested it, and verified that I had 165psi across all cylinders, and drove it for hundreds of miles. No compression problem then or now, almost two months later. But I sure seemingly had a compression problem for four days while it was at Bob Smith BMW. And they still can't even tell me how my car suddenly regained compression, but they were sure it was the rings. The GM at Bob Smith BMW, Catherine Smith wrote me: "I am completely horrified and disappointed by the experience you have had with our service department. This is the antithesis of the quality of care we strive to provide. I am very sorry to say the least." Bob Smith BMW owner Tim Smith wrote: "While it may appear to you that you don't matter, nothing could be further from the truth. The problem here is, aside from the fact that some serious mistakes were made, there still remain areas that have no clear answers. One thing is for sure, we have a broken customer. Not one who just arrived on the scene last week, but one with whom we have shared repeated experiences for thirty years and ten or so BMWs." Bob Smith BMW clearly acknowledged that they have a big problem with how I've been treated. What would have happened if I'd not questioned the misdiagnosis and bought a new car? No one at Bob Smith BMW would have ever spent another minute on my 2006 X3. We'd never known that the engine actually still worked. Bob Smith BMW did nothing in the way of repairs, just diagnostics. What did Bob Smith BMW offer to do for me following a very serious misdiagnosis? Two very pleasant face to face meetings -- never any anger on either side. At the first meeting Catherine did offer me an opportunity to help me into a new car. No specifics, but a nice start! Told them I needed some time to consider. However, when I didn't jump at that immediately, and following a meeting at my office with Tim Smith and a followup letter from me suggesting they simply put me into a new car, it all came to a big abrupt halt. Tim Smith wrote: "That's not going to happen. I'm happy to explain in a phone conversation." A phone call took place where Tim pulled the offer of helping me into a new car off the table and basically told me "you go your way and I'll go mine." What? No negotiation at all? Is that how you treat a 30-year customer, who never once got angry, and who probably would buy/lease another 5-7+ cars in the years ahead if he'd been treated with some care and respect? So, if you are a Bob Smith BMW customer, beware when they tell you that your car needs costly repairs. Do your homework! And instead of seeing this through with a calm customer who wanted to solve this, they told me -- we don't want your business. There are now three things I know: 1) I'm happy driving my 2006 X3 that still runs fine. 2) I have no car payments as I wasn't mislead into buying a new car or engine. 3) I know that I won't shop at Bob Smith BMW ever again. Please, read this and pass it along to your fellow BMW owners before they make a costly mistake and accept the diagnosis of an expensive repair at Bob Smith BMW, or elsewhere for that matter. More

As always, the service personnel at the dealership were outstanding. This time, in particular, Sue Bolger. Sue is professional, friendly, knowledgable and just a pleasure to interact with while you are t outstanding. This time, in particular, Sue Bolger. Sue is professional, friendly, knowledgable and just a pleasure to interact with while you are there. I would highly recommend the dealership, and in particular, Sue. I can honestly say I look forward to bringing my car in for service because I know I will be greeted and treated with caring professionals. Sue gets an A+ from me! More