Stevens Creek BMW - Service Center

ABSOLUTELY WORST service experience ever! 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 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! More

The worst customer service in the country I am a BMW customer for the last 15 years, happy and loyal. I have lived in four states and always had my vehicles serviced at local BMW dealerships. I am a BMW customer for the last 15 years, happy and loyal. I have lived in four states and always had my vehicles serviced at local BMW dealerships. I have to say customer service here is the worst in the country. After moving to San Jose, I have been here a few times for routine services and other recalls. The experience was horrible everytime. Staff (cashier, parts and accessories, and service rep) at Steven Creek BMW need serious customer service training, from the language they use to the attitude. They don't represent the BMW brand an what it stands for. More

Kin treats you like KIN! Kin always takes care of your service appointment as if it were for his own family member's car. Total Thoughtful care. Notification and follow-up are Kin always takes care of your service appointment as if it were for his own family member's car. Total Thoughtful care. Notification and follow-up are exceptional. My only wish is that he worked weekends also, as I can't always make weekday drop-offs or pick-ups! More

Recall and service Excellent recall and service visit. I recommend. Unfortunately it took 5 months to get the recall parts and appointment. I like like like these guys. Excellent recall and service visit. I recommend. Unfortunately it took 5 months to get the recall parts and appointment. I like like like these guys. More

Would have been higher if.. Jeff was great and center is clean. Would have been a higher rating except 2.45 hour wait became just over 4 hours. Had I known it would have been tha Jeff was great and center is clean. Would have been a higher rating except 2.45 hour wait became just over 4 hours. Had I known it would have been that long I would have rented a car to get some errands done. Otherwise, great experience. More

Excellent communication Derek was a pleasure to work with. I came in a few hundred miles away from the end of my warranty and he made sure to fix/change as much as he could Derek was a pleasure to work with. I came in a few hundred miles away from the end of my warranty and he made sure to fix/change as much as he could in order to reduce my future costs. He was communicative throughout the whole process and even made sure to get me a loaner once he found out that my car would be in the shop longer than expected. Thanks again, Derek! More

Annual service I dropped off my car for my annual service yesterday. I worked with Ryan as my service adviser. The work was done quickly and professionally. Ryan I dropped off my car for my annual service yesterday. I worked with Ryan as my service adviser. The work was done quickly and professionally. Ryan helped make the experience go smoothly during the drop off and pick up. More

Outstanding customer service by Jeff Jones. I have serviced cars at Stevens Creek BMW for many years. I am specifically satisfied with the professionalism and outstanding service provided by Jef I have serviced cars at Stevens Creek BMW for many years. I am specifically satisfied with the professionalism and outstanding service provided by Jeff Jones. More

Went in for a check engine light After being advised by the service advisor that all the check engine light issues are due to parts covered in recall and 10yr/100k miles warranty, I After being advised by the service advisor that all the check engine light issues are due to parts covered in recall and 10yr/100k miles warranty, I still got a $800 plus bill and this is after the phone call with the advisor that suggested repairs regarding the check engine lights should be covered in recall /warranty. When I checked the the bill the DMTL which he mentioned was the issue was not even on the bill and when confronted, he explained that it was put in and then they found that was not the issue it was fuel vent valve and which is not covered and thats why they would be charging for parts, labor and check engine light diagnostics. And above all, I never got the call from them to take my permission before changing the parts and handing me a $800 plus bill. I left 3 VMs and a message with the front desk but never got a call back, eventually I had to show up at dealership to discuss the invoice issue with the advisor. When I discussed the charges with my service advisor, he dropped the check engine light diagnostic amount but the service I was thinking going to be free still costed me over $600. Now talk about the white glove service where they wash and vacuum your car.---- What a pathetic job my 10 year old can wash a car better than that it had dirt all over it and they didn't even bother to vacuum the back passenger carpet that had crumbs all over it. This is usually where I get my X5 service done when it's time to take it authorized dealer but I guess I have to find a different place going forward. More

Excellent customer service! I recently had a nail in my BMW X5. I called in the later afternoon and they were willing to see me immediately to take care of the nail in my tire an I recently had a nail in my BMW X5. I called in the later afternoon and they were willing to see me immediately to take care of the nail in my tire and replace it. They checked inventory and had my tire in stock. When I went in, Derek took care of me immediately. Their customer service over the phone was extremely helpful and took care of me immediately. This is my third time using Stevens Creek BMW and I have had excellent experiences with them so far. More