Stevens Creek BMW

Worst experience thus far at a BMW dealership! Avoid! This was my first time at BMW Stevens Creek (Santa Clara) since I usually service my car at BMW Mountain View. I came in for a simple oil service. The This was my first time at BMW Stevens Creek (Santa Clara) since I usually service my car at BMW Mountain View. I came in for a simple oil service. The rep found a BMW recall "DME CONNECTOR B12 17 17" and he added tat to my service and that's when my poor experience started... Before I left the center, I asked whether I'll get the car by the end of the day and I got a "We don't know yet but I'll update you in the afternoon" answer. I didn't think much of it but I hadn't received a call by around 3:30 pm and so I called the rep directly and he said: "I'll check and call you back in 5 mins". I didn't hear back and after an hour and I called him again since it was nearing closing time and the rep cut the call with a text that he'll call me back shortly. I again called back frantically after an hour and again the rep cut the call with a text that he'll call me back shortly I then got a text message at 6:30 pm that they haven't received the parts and he'll let me know tomorrow morning. This was just plain unacceptable. This was after the service center closed and the customer service rep said that they can't arrange for my loaner. I text the rep again and told him that I'm stuck without a car, I have errands and I don't have a loaner either and I need to know first thing the next morning if I can get a loaner. He said he'll check. I called the next morning asking for an update, no answer. Then I called the service center directly and then they said the service rep was busy. Two hours go by and I still didn't get a call. I then get a text that he'll get a loaner for me by noon and if that's acceptable. I replied back that that's just way too late as I already am late for a few meetings. I then asked him if I can just get over to the service center and wait for my loaner which he said that's ok. Next thing I know they don't have a shuttle available :( The customer service rep said that she'll comp my Uber and so I took an Uber to the service center Once I got there, I checked with the rep and he said that he still doesn't have an update because this is a new recall. I said that that's fine, just get me the loaner as I have to get to work. Once I registered for the loaner, I had requested that my car seat moved to loaner since it wasn't clear that I'll be getting my car back in the evening. 15-20 mins go by and still no car seat while I'm waiting inside my loaner car. Then I see the rep come back and tell me that they have to release my call as the recall part is back ordered and they can't perform the recall service on my car and I should give back the loaner. To add insult to injury, they asked me to wait for another 30 mins to prep my car! I mean xxx! Seriously? The worst part is that the rep said "I'm just the middleman". Really? It just doesn't matter. You represent BMW and you can't disclaim responsibility and provide a xxxxty customer experience. How is it possible that the rep wouldn't have known that the part was back ordered the day I came in for service? All they had to do in this situation was to call me back on the first day before the service center closed, update me that there was a delay on my recall part and proactively arrange for a loaner vehicle the same evening without me calling the service center frantically 4 times on the first day and another 4 times the next morning! This is not a unreasonable request. I've had a better experience at BMW Mountain View where they did exactly that and arranged for a loaner when things were getting delayed. In short, avoid this place. I recommend BMW Mountain View instead... More

Best service Tyler is the best advisor I have. He’ll take care of you whenever you need service to your car. I tried other advisor from the Bmw I didn’t like some Tyler is the best advisor I have. He’ll take care of you whenever you need service to your car. I tried other advisor from the Bmw I didn’t like some people because every time you call they never call back but when it comes to Tyler he’ll call back. More

Very Good Purchase Experience Alec Kisin was my Customer Rep and he was very good at helping me make my purchase as pain free as possible. He worked with me to get the purchase pri Alec Kisin was my Customer Rep and he was very good at helping me make my purchase as pain free as possible. He worked with me to get the purchase price I wanted on my CPO vehicle as well as a great deal on my trade in vehicle. He actually swayed my decision to go with the BMW instead of the Mercedes Benz I was leaning towards. I Love my car so far and I believe I made the right choice! More

Excellent Customer Service When I arrived there was like 50 cars but they quickly serviced me I didn’t have to wait long at all! I was greeted quickly and taken care of by servi When I arrived there was like 50 cars but they quickly serviced me I didn’t have to wait long at all! I was greeted quickly and taken care of by service manager Calvin Chan! He helped me every step of the way and even got me a BMW loaner car! It was the last one! I have been to many dealerships the staff here is second to none! More

Excellent service support I went for an oil change. Sean Henry was my Service Advisor. He looked up the history and told me that the car was due for new spark plugs. Since I I went for an oil change. Sean Henry was my Service Advisor. He looked up the history and told me that the car was due for new spark plugs. Since I had not planned for it, I had a problem with the wait time due to other commitments. Sean told me he would try his best, and indeed the work was completed before the estimated time I was told! Sean was very professional, helpful, with good listening skills and I think he is definitely an asset to Stevens Creek BMW. Amit Chakravorty More

Exceptional Customer Service Met my new Service Advisor, Jeff Jones, yesterday for the 1st service on my X5. Jeff was pleasant, professional and knowledgable. My vehicle was don Met my new Service Advisor, Jeff Jones, yesterday for the 1st service on my X5. Jeff was pleasant, professional and knowledgable. My vehicle was done within the timeframe quoted and my car was returned clean both inside and out. This is my 3rd BMW and Stevens Creek BMW is the dealership of choice for me. More

Always a good experience Stevens Creek BMW provides good service, fast service check in and smooth pick up when service was completed. I highly recommend them for service an Stevens Creek BMW provides good service, fast service check in and smooth pick up when service was completed. I highly recommend them for service and repairs. More

Great service I went for oil refill . Went in without scheduling an appointment. I was in and out in less then 10 minutes. great service from Justin. Definitely com I went for oil refill . Went in without scheduling an appointment. I was in and out in less then 10 minutes. great service from Justin. Definitely coming back for service! More

Great service Ashley Bunce was very nice and super helpful with everything that i needed. I will definatly be asking for her assistance in the near future. Ashley Bunce was very nice and super helpful with everything that i needed. I will definatly be asking for her assistance in the near future. More

Friendly and Fast Best experience I ever had buying a new car! Very friendly and fast service. Knowledgeable personnel who answered all my questions right away. Sales p Best experience I ever had buying a new car! Very friendly and fast service. Knowledgeable personnel who answered all my questions right away. Sales person had a key ready for my future car before we even arrived to the shop. More