Santa Monica BMW - Service Center

After five years of consistently good service, my last experience was not good at all. I dropped the car off on a Friday for routine service and tire inspection (low pressure). An initial inspection rev experience was not good at all. I dropped the car off on a Friday for routine service and tire inspection (low pressure). An initial inspection revealed a nail and a new tire ordered. On Monday I received another video which indicated a crack in the same wheel. I called the dealership and was informed my advisor, Christopher, was out that day and I could leave a message with a colleague. I did but did not hear back and so at the end of the day called again. Advised they were swamped. I gave the OK to order a new wheel which would not come in until the following Monday, eleven days after having dropped off the car. When I picked it up yesterday, the wait for it to be delivered to me was extraordinarily long as i watched folks who had come out after me get their cars ahead of me. Finally, unlike visits in the past, the car had not been washed and there is still adhesive residue on the new wheel, likely from some protective film that had covered it. Bottom line to me is that if the inspection that first Friday had been done correctly, the crack would have been identified and the wheel ordered that day. More

Efficient but not personable. Spotty at intake...very little information about coverage for service required and regarding proposed repairs. Spotty at intake...very little information about coverage for service required and regarding proposed repairs. More

BMW has always had superior service. That's a huge reason for buying one. The inspection video is an excellent feature, which I haven't previously seen elsewhere. The discounted Uber to That's a huge reason for buying one. The inspection video is an excellent feature, which I haven't previously seen elsewhere. The discounted Uber to and from the dealership is also a plus. The only suggestion I have for improvement is to bring back the post-service wash, which is standard at most other luxury import service departments. I appreciated that when I had my previous BMW. More

Professional and efficient. thank you to all who helped get my car up and runnng. thank you to all who helped get my car up and runnng. More

Way too expensive, and their automated way of providing repair info/cost is not adequate. Very disappointing. repair info/cost is not adequate. Very disappointing. More

Santa Monica BMW is very attentive, helpful, accommodating, accountable, understanding, and super nice. I highly recommend their service department over all the other BMW service centers I’ve b accommodating, accountable, understanding, and super nice. I highly recommend their service department over all the other BMW service centers I’ve been to in the past More

Worst BMW I’ve been to. 4 hours to get a routine inspection, no communication for 3.5 hours until I called and got a text response. It’s the next day and a malfunction po 4 hours to get a routine inspection, no communication for 3.5 hours until I called and got a text response. It’s the next day and a malfunction pop up has appeared on my screen and I can’t get a single person on the phone. And the GM doesn’t have his voicemail set up?! Will never be returning to this dealership and will be advising every other BMW owner to stay away. More

I drove over a pothole on Sunset Blvd. and destroyed two tires on my BMWi3. I was heading out of town when it happened so I called your service department and spoke with a very nice woman and destroyed two tires on my BMWi3. I was heading out of town when it happened so I called your service department and spoke with a very nice woman (sorry I forget her name!) who said I could either drive it home and have it towed to the shop or I could drive straight there. I said I would drive right over to which she replied “Okay, your service manager will be Sal but be VERY CAREFUL when you’re driving!” So sweet. As promised, Sal was waiting for me and told me that while the replacement tires were in stock, the service department was very busy. I pleaded with him to see if he could get the car fixed that day since I didn’t want to cancel my trip. Thanks to Sal, he had my car ready within an hour! I am so, so grateful for the wonderful service he provided. Thanks for the great experience! More

I encountered issues with communication. Service adviser paaeared to be very busy. The quality of customer service and friendliness was mediocre. Service adviser paaeared to be very busy. The quality of customer service and friendliness was mediocre. More

Excellent service. I had 1 tire replaced. Pot hole tire damage. The new tire was Over priced! I had 1 tire replaced. Pot hole tire damage. The new tire was Over priced! More