Stevens Creek BMW

Is this what the BMW Customer service Brand stands for? After over 3 years of having my car serviced there, I am not coming back to this dealership. I have had great experiences in the past with some of th After over 3 years of having my car serviced there, I am not coming back to this dealership. I have had great experiences in the past with some of the Service advisors (Claude is fantastic), but overall the quality of service and attention to details has steadily decreased. Whether it is the time on the phone to get to an adviser, the tone of the receptionist, the number of transfers or a new advisor telling me to go read the manual if I wanted an answer and then hunging-up on me... And being at the dealership does not feel any better... The staff does not seem to care, wait time exceeds reason (30 mn) and it certainly does not look like they have been appropriately trained to excellent levels of customer service... It feels like I bought a second hand GM in a cheap dealership, not a brand new X5. When I talked to the Scott, the Service manager, sure he apologized and said the right things, but he talked to me like I was his dude, not a loyal customer, having me on speakerphone with 3-4 people around having other conversations, and... jumping on their conversation as well while I am on a call with him. It did not feel like he was paying attention to my previous poor experience where his adviser hung-up on me, it felt like it explained it. And in the hallmark or cheap car dealerships, he made multiple promises that he did not keep, including simply calling me back. Not sure if this is because Stevens Creek is now part of Sonic Automotive, but guys... BMW is a premium luxury car brand, your shop is not a second hand car dealership, the service expectations are higher and you are simply not meeting them. More

Inncorrect Certified Advertisement and Wasted 4 Hour Drive The car I wanted was advertised on their site as certified. Called to confirm, drove two hours, and car was NOT certified. Tam downright mean. I even The car I wanted was advertised on their site as certified. Called to confirm, drove two hours, and car was NOT certified. Tam downright mean. I even missed worked to ensure I did not missed this car. Poor advertisement and poor solution to problem...Sell me a more expensive car! More

Rocky hung up on me I called the sales department with a simple inquiry--was a certified car I saw online in stock? A surly guy named Rocky answered the phone and said he I called the sales department with a simple inquiry--was a certified car I saw online in stock? A surly guy named Rocky answered the phone and said he'd check and call me back in 10 minutes. An hour passes, I call back and ask to speak with Rocky who says that 'I'm not his problem' because another sales rep had responded to an internet inquiry in the past. When I asked if he could simply tell me whether the car was in stock or if he couldn't tell me that, if he could connect me with that other sales rep. He simply responded, 'I don't deal with you,' and hung up the phone. It should be noted the manager, Andy, whom I left a message for never called me back. I'm a current BMW SF customer and have been a BMW owner for the past 20 years. I very much wanted the car in question and was practically begging for this dealership to take my money and yet they didn't seem to want it. I have never been treated so poorly at any kind of dealership, let alone a BMW store. This place is a disgrace to the brand. Go to a real BMW dealership and watch how collaboratively they sell. Rocky needs to go! More

Rocky Karimi and Ron Ryan are Aces!!!!! Amazing sales staff! Amazing car! This is my first review I have ever written about anything ever!!! But I felt it was an opportune time to start Amazing sales staff! Amazing car! This is my first review I have ever written about anything ever!!! But I felt it was an opportune time to start after my experience with Rocky Karimi and Ron Ryan at stevens creek bmw. Living in NJ and purchasing a car sight unseen all the way in california is no easy feat and an unnerving experience to say the least. Finding a similar car for the right price on the east coast just wasn't happening. With an original sticker price of over $125,000, my preowned BMW ALPINA B7 is a technologically advanced super luxury sedan not for the faint of heart. And there are only about 4 for sale on the market at any given time. High in demand, I put an offer on the car right away, to which Rocky agreed to. This had me even more worried, thinking if this guy is gonna accept my lowball offer, there must be a plethora of things wrong with this car!! I was about to back out of the offer when I decided to have a california mechanic go inspect the car for mechanical problems and damages. The report came back with a score of 96 out of 100. The only flaws noted were some scrapes on the bottom edge of the front spoiler. After talking to Rocky and Ron, they adjusted the price accordingly and sent me the contract to sign. Next came shipping. It took me a day or 2 to shop for a shipping company to get the car to me in NJ and the sales staff at Stevens Creek BMW were patient and cooperative during this process. After a week of anxious waiting, the semi showed up in front of my house, with the ALPINA that I could only have dreamed of owning. It has exceeded my expectations on all fronts. The interior is absolutely mint! Every available option is loaded on the car including NIght Vision, adaptive cruise, and rear dvd entertainment. The monster 500 horsepower V8 screams this bohemoth from 0-60 in 4.4 seconds. If you are ever lucky enough to drive an ALPINA, do it! And if you are ever in the postion to buy a car from sales staff at Stevens Creek BMW, do it!!!! Just be sure to send Rocky and Ron a handshake and big thank you from NJ for me. More

negative reviews, positive experience I responded to the c0upon advertising oil change for $89 (oil and filter included). I scheduled 8am appointment, but I was so turned down with negati I responded to the c0upon advertising oil change for $89 (oil and filter included). I scheduled 8am appointment, but I was so turned down with negative reviews (which I do believe every word written), so I did not even bother getting up for the appointment. However, I made it at 10am and went there ready to turn around and leave. There was a bit of wait - as they seem to be getting 100s cars per day - like a factory. Service rep was Brian Krop. Nice guy. He kept his promise and I went to pick up the care early afternoon. Everything was done right. First I was surprised that they did not meet me with the list of what is wrong with my car, in an attempt to rip me off. He told me my car is fine - no major problems. A surprise! The two problems they found, one I knew about and they did not insist to fix it as this repair is costly to fix a minor oil leak. The second I did not know about. Brian showed it to me and indeed there was a minor problem. They let me go and fix it myself if I wish - which I will do. Brian is knowledgeable mechanic and I feel confident having my car trusted to him. (I am amateur mechanic and I know quite a bit). In summary: thanks to all of you who wrote negative reviews! This place seems to be turning around and thanks to you I got a good service. Will this last I do not know. At least they may have fired all of those bad guys and hired good guys like Brian Krop. But to be fair, I got a great deal: -7 qrts of synthetic oil worth $70 -car wash -inspection and alerting me of a problem -carpets vacuumed -windshield fluid added. -I could have had a loaner BMW if I wanted to wait for appointment, but I did not.... I guess they made $10 on my car. The price is better than Jiffy Lube or other places where they will snap your screw and damage your car. I had a good experience and I am posting this review to be fair to them. More

I normally don't bother with reviews, but I need to get this off my chest... This was hands-down the easiest and most painless car purchase process I've been part of - yes, it helps that I knew exac get this off my chest... This was hands-down the easiest and most painless car purchase process I've been part of - yes, it helps that I knew exactly which car configuration I was looking for, but I need to give FULL CREDIT to a very knowledgeable and friendly salesperson - Ricky T., who did everything to facilitate the process, from test-drive to drive-off. Other "tips" go to: Nasser M and Gil. There was a hitch in the leasing terms, which was later rectified - xxxxxxto Nasser M - thanks! Also, Gil was friendly, efficient and quick in dotting the i's and crossing the t's before I took delivery. During the 2 hour process (yes, about an hour longer than I had anticipated, but there were some user-introduced complications), I had the chance to observe several other client interactions. To my novice eye, it appeared that my sales experience easily could have been dramatically worse ... Luckily, I had hand-selected Ricky as my salesperson. Overall, this was a great sales experience, thanks to Ricky. However, I would only recommend him only to my closest friends and family, since I don't want him to become too busy for my future business. ;-) More