Santa Monica BMW

I am utterly dismayed and compelled to share my recent ordeal with the service department at BMW. It is with a heavy heart that I recount the dismissive and condescending attitude exhibited by both the sa ordeal with the service department at BMW. It is with a heavy heart that I recount the dismissive and condescending attitude exhibited by both the sales associate and the service manager. From the onset, my attempts to address a simple warranty issue were met with a blatant disregard for customer care. The sales associate, who should be a representative of BMW's reputed customer service, not only shirked their responsibility but also had the audacity to suggest that I, the customer, should shoulder the burden of their job. The situation spiraled when the service manager, instead of diffusing the situation and offering a solution, chose to follow in the footsteps of their subordinate. The manager's communication was not only abrupt but brazenly rude. I was left astounded by their insinuation that my grievances were a bother to them, underscored by their suggestion to pick up my vehicle "if I was just going to complain." The lack of empathy and customer support has tarnished the image of a brand I once held in high regard. The interaction was devoid of any semblance of professionalism or the luxury service standard that BMW purports to uphold. Being told to 'Google' information for their convenience is not only unhelpful but insinuating that I am the one at fault here is unacceptable. This experience has left an indelible mark, and I write this review not just as a cathartic release but as a stark warning to potential customers. The service department's treatment of clients is not only detrimental to BMW's brand image but a disservice to the community. I expect nothing less than the highest standard of service, which, unfortunately, was abysmally lacking in this instance. It is my sincere hope that this review serves as a catalyst for change within the service department and prompts BMW to revisit its training programs. Such experiences should not befall any customer, especially not in an establishment that prides itself on excellence. More

Fabtastic service and communication. Love Chris and his team. I trust them. Will certainly come back again Love Chris and his team. I trust them. Will certainly come back again More

It took 3 visits to get the work done. Overnight for diagnostic, when I knew the problem driving in. Needed to wait a week for simple parts. Then a third visit to fix what was overlooked a Overnight for diagnostic, when I knew the problem driving in. Needed to wait a week for simple parts. Then a third visit to fix what was overlooked all in it took about 10 days - way too long. More

Took 30 minutes for valet to get my car after 3 times I asked them to get it. asked them to get it. More

Chris was great, everything went well. I will recommend to others and appreciate the location thank you I will recommend to others and appreciate the location thank you More

Cesar is excellent. The cashier was ridiculously rude. Ignored me for about 5 minutes while she was doing her paperwork. Not even a “will be with you in a minute!” The cashier was ridiculously rude. Ignored me for about 5 minutes while she was doing her paperwork. Not even a “will be with you in a minute!” Once she finished her paperwork she spent another minute organizing her work space without acknowledging me. More

Friendly people service guaranteed. Cesar pleitez one of kind service representative . I will recommend to my friends. Cesar pleitez one of kind service representative . I will recommend to my friends. More

Prompt service. Good at providing diagnosis in timely manner. Video of issues is superb explanation. Good at providing diagnosis in timely manner. Video of issues is superb explanation. More

The car is very good. The service at the dealer was the worst experience my wife or I have ever had in 64 years -- owning up to four cars at a time to support three kids. The service at the dealer was the worst experience my wife or I have ever had in 64 years -- owning up to four cars at a time to support three kids. My wife got a loaner, went to get a muffin and drove to our house three miles away. When she returned the check-in guy looked the car over, said it was fine and sent her to pay. After she did paperwork another guy came out insisted there was a windshield ding that wasn't there before. His video before checkout was not at all clear -- one angle seemed to show a ding another not. My wife said if she did it we would certainly pay and as they had our insurance info we assumed they would contact. The dealer rep said he would not give her the keys to her car until she paid and she could make claim on insurance. This is not legal -- it is extortion. If I hit your car you don't get to seize me or my car until my insurance pays. Nor do I simply pay you and then go talk to my insurance. The dealer took my wife and her car hostage. I was out of town on business and texted she should simply call police. But she needed to get home and called our insurance (AAA) who jumped through hoops to agree to pay and she paid deductible and finally got home. This is absurd for an 80k car we leased from this dealer a year ago, particularly as they have our credit card and insurance. They also insisted on replacing the windshield although it was a tiny ding. They first claimed it was a new car, but when my wife pointed out it was a 2021 they said their policy was to always replace the windshield. And they charged us full retail for the windshield. And Yelp reviews that same day suggest we were not the only victim of similar scams -- nails "found" in tires. Worst of all, the manager who we dealt with when we got the call has not responded to our requests for a call. Absolutely unacceptable. More

My service went well. Everyone was nice and on time. I only wish it were a little less expensive, otherwise, the people are cool. My service person was cool. Thank you. Everyone was nice and on time. I only wish it were a little less expensive, otherwise, the people are cool. My service person was cool. Thank you. More