I had given my car for manufacturer recommended recall repairs to Stevens Creek BMW in Santa Clara, CA. My car was regularly serviced and was working fine for years before taking it to Stevens Creek BMW authorized dealer service center for repairs as mandated by a federal recall. After picking up the car and driving less than 5 miles, the engine belt broke, I lost control of the steering and the car stalled. Luckily I was at a red light and I could pull over my car safely. I had to get the car towed back to the dealership again.
Upon contacting the dealership they told me that the belt damage was due to oil leaks and NOT caused due to the recall work that was performed on my vehicle. They quoted more than $5000 worth of repairs that needed to be done before I could drive my car again. I found this unacceptable and I got the car towed out of the repair shop and back to my mechanic. My mechanic inspected the belt which was completely dry and there are no signs of any oil damage on the recently replaced drive belt.
The belt and tensioner were completely new and was replaced during routine maintenance recently. The belt failure was due to improper recall work done as cited by the manufacturer in RCRIT 17V-683-0566 which requires removal of the alternator. Improper re-installation of the belt following removal of the alternator caused the belt to fail and snap within a few miles of driving out of the service center. The belt and tensioner was also replaced around a month back and the car was running fine for that duration. The engine belt broke only after taking it to the dealership for the recall job.
While speaking with the service manager at the dealership, she was confrontational from the get-go and refused to escalate it to her superiors. She was not very courteous and/or willing to address to my concerns. She was generally rude and it wasn't a pleasant experience talking to her. Engine belt failures are no joke and it could have been potentially fatal if I happened to be on a freeway. She didn't bother to apologize even once and instead started yelling and bullying me.
How could Stevens Creek BMW let me drive out a car with a potentially catastrophic damage waiting to happen within 5 miles of driving out !? This is tantamount to sabotage! Any competent service tech would have caught it and raised a red flag immediately! On top of this, Stevens CROOK BMW charged me for basically doing nothing and giving me back a wrecked car which had to be towed out.
After getting it towed back to my mechanic, he fixed the belt for free, even though it was not his fault because he had replaced it few weeks back and it was running absolutely fine! (glad to find some honest people left).
I understand that mistakes happen and if the service manager had acknowledged it or been a little more courteous, I would have gotten it fixed by myself anyways. But my interaction with her just left a bad taste in my mouth. That is one of the main reasons for me to write this review.
Based on my experience, ABSOLUTELY avoid going to this dealership. They are in a good location, they know it, so they are fleecing customers for it. If they can botch a federally mandated recall job, there is no way they can do a good job on regular service.
Take it to another dealer or find a good, honest indie mechanic and save yourself from these crooks!