Santa Monica BMW Service Department

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  G Money
a month ago
Service advisor: Crystal I. Pablo is probably the worst advisor a paying customer can ask for. She s unprofessional, lacks communication skills, and has a poor attitude. She needs to be retrained and/or fired. As a customer of over 5 years, it s disappointing to have a poor experience when most of my past experiences have been helpful.

  T L
4 months ago
Thank you so much George (foreman) and Jack for your excellent customer service. They were both so kind and courteous and helped fixed a problem with my door. Thankful also that this location is open until 2 pm on Saturday for service as many BMW service locations are not open. Life saver for a door issue answer to prayer

  M K
2 months ago
Mr. Caesar Pleitez is a "First Class" ambassador for Santa Monica BMW.He always takes care of my needs and makes certain as a customer that my vehicle is taken care of. The mechanics always get my service or repairs done correctly the first time. The dealership itself and its supporting staff is like a well oiled-engine. For my vehicle service and needs and future vehicle purchases, Santa Monica BMW is my choice. - Mark Louis

  mikey benor
5 months ago
My experience is 2 fold. On 1 hand I bought a car from bmw am and 2 weeks later I had to take it into the shop- not a good start. But that s bmw sales.When I took it into bmw service, Pablo helped check me in and get me a loaner car. Albeit my car was in for 3 weeks instead of 3 days, Pablo and his team ended up doing very thorough testing to try and locate my car s issue. They also did my complete service list including a front wheel alignment for absolutely no charge.So over all I m happy both with the way they treated me and the way they treated my car. Thank you and thank you Pablo

  Ehsan Lima
a week ago
Very bad costumer service. It feels like staff don t like to see the customers. Chris and Bill were very unfriendly and disrespectful. I won t go back there.

  Yogev Finegoz
6 months ago
Would have given them below zero if was possible. They would always find a way to try to get some more money out of you for literally brand new cars with no issues. Would have to fight them to get them to fix your under warranty car. Never coming back here and will never buy a car from them ever.

  Jasmyne Reid
5 months ago
Fantastic service and staff. Everyone I encountered was friendly and had a smile on their face. It was a great experience.

  Natalie Pechacek
a year ago
I would give it no stars if I could. Horrible service experience. Might seem convenient, but there are so many reasons to avoid having your car serviced at this location.1. When I arrived at a scheduled appointment they told me I needed to wait for my assigned service person to arrive at work LATE. Clearly they didn't think my time was important.2. When I picked up my car they had done something to a seal. What was most disturbing was how quickly they denied touching it all. They had no problem questioning my integrity when I told them what it looked like when I dropped it off. Danny Garcia who is according to him "in charge" was rude and dismissive. There was no way he was wrong about anything or that I could have been telling the truth. Very frustrating and disturbing. He is insensitive and reverts to behavior that is aggressive. I would NEVER want to deal with him again. Anyone who trusts him to run their organization doesn't care about their customers.3. Communication was always slower than promised and I had to pursue the service person to get the information that I needed more often than he actually did what he said he would do.4. Service visit took longer than was promised and he didn't even have the decency to call as I requested to give me a heads up so I could plan around their missed deadline.5. They didn't check to see if the major issue I brought it in for was under warranty. They called me and told me it would be around $700. I had to bring up the warranty and then it took him a half a day to get back to me telling me it was covered. If I hadn't asked I would have been out a lot of money.6. This was a TERRIBLE experience from beginning to end. Not timely, not friendly, not helpful, not willing to take responsibility for their actions, not professional, not worried about the customer at all.Service: Oil change

  Alex Doub
a year ago
I had a good experience here. They fixed my strange HVAC issue and also found some other potential problems that my indie mechanic never told me about. Pablo was very kind and attentive to my problem description of the issue I was trying to fix. The technician recorded a video pointing out the problems he found. They even got me an Uber ride home. Although I wish I got a loaner...Taking off 1 star for the prices. $780 for a new battery are you kidding me? The indie shop will do it for less than half that.

  Michele Delahay
a year ago
Well I cannot lie I found this site to be unorganized and some of the staff dismissive and rude upon my first visit. When you arrive it appears 20 of us have the same appointment time. However, the service manage Daniel Garcia is genuinely a good guy who cares. He is patient, responsive, follows up and try's his best to uphold the standards. Once I brought my complaints to him he got on a solution and plan. I will admit getting a loaner is challenging. But once I received it, I had for the entire 3 plus weeks. They properly repaired my mechanical damage from an accident and sent the body work to be completed with another company in SM. I only trusted Daniel with this plan. Kudos to a job well done like a professional Daniel! Based on this experience I have great expectations for routine service in SM.

  Paris Ramsey
a year ago
This service department especially with Chris Meyers is the worst customer service I have ever received from a professional establishment. This is guy is clearly unhappy with his life and job because he has absolutely no skills in communicating with customers in a nice and compassionate demeanor. I have always had problems in this location but kept going as a creature of habit. After scheduling a 7am appointment that I had to wake up and arrange my whole day around, I had to walk out on him and rearrange my schedule because I simply couldn t allow someone to treat me so horribly as a paying customer. I asked to speak with a a manager as I have also in the past and he refused by saying there s never a manager on site. Doesn t even want to do his job efficiently to have him say, I can have someone call u later .I know we have employee shortage issues but customers don t deserve to be treated this way and their times wasted because you have a miserable and lazy employee working for you. I m disgusted with this place and will make sure everyone I know never goes here again.Services: Tires, Auto engine diagnostic, Oil change

  Nial
a year ago
Came in to get my two front tires replaced. I drive a rear wheel drive X3. They put the two new tires on the front of the car and left the old ones on the back. This goes against every mechanics advice. I tried to call them to discuss the issue multiple days in a row and nobody ever picked up the phone. Now I get a flat on the rear tire due to uneven wear. This could have been avoided had they done the job right. Very dissatisfied.

  Fariborz
2 weeks ago
Never going back there. Worst experience

  luv2xra
a year ago
Horrible experience when I came to change my breaks. They needed my SUV for another day, which I get but I don t understand the lack of reimbursement. I asked if they credit an Uber drive and they shared only up to 10 miles I live further than 10 miles and then when I was asking additional questions, the rep Chris shared that he was off the clock soon.The vehicle was ready the next day at 2 PM and no apologies or explanation for the delay was givenI will never come to this service center again. This is the second time they treat me this way.

  John Tays
2 years ago
They are extremely incompetent with service. They really treat you as of they don't GAF. Terrible Terrible Service. You'd think they'd be more appreciative. Had to have my car Serviced and it took 3 Days. I had to continue to reach out to them when my vehicle was gonna be ready. Everyday it was something new. And to get a hold of someone for an answer was a challenge. Every time nobody was available. No Joke, it took at least 3 multiple calls to finally speak with some and get an answer. This was for the 3 days. Then when I arrived it took almost almost 30 mins to get my car.

  Farideh Knapp
8 months ago
I highly recommend the Bmw Santa Monica service the manager Danny Garcia was extremely professional and helpful and gave me the ultimate customer experience, I am very pleased and happy, I like to thank Pablo and Adrian , Cesar and Suza. They are the bestServices: Tires, Wheel alignment, Oil changeServices: Tires, Wheel alignment, Oil change

  TUAN YIN
a year ago
Bill and his technician team are a super knowledgeable group! And they can diagnose and fix my car issues in a very timely manner, making my experiences with the dealership, and my vehicle, a very pleasant ones!!! Highly recommend their professionalism .

  Jack Bell
a year ago
I should I've known when no one returned my call. When I did get them on the phone I was met with one lousy attitude after another. There has to be better places.

  Taylor Kubel
2 years ago
The team at Santa Monica Service Center were fantastic! They were able to hunt down a last minute courtesy vehicle for me during my warranty repairs. The team was diligent and polite ensuring all repairs were taken care of.

  Mike Ricardo
a year ago
They won't honor your BMW warranty!Came here for a quart of oil because the car was burning it. I've been to TWO other dealers who have happily obliged and topped off my oil. These guys were trying to nickel and dime me, claiming that despite my car being brand new AND under warranty, I had to pay for the oil.I called THREE different dealerships in the Los Angeles area and they all ran my cars information, confirming that I could simply come in and get the oil topped off.We're not talking about much here. Just one quart of oil. A quart of oil that IS covered under my warranty. But Santa Monica BMW decides whether they want to follow BMW protocol.I would never trust my car with these guys. If that's what they do over a quart of oil I could only imagine the headaches they would cause if something is actually wrong with your car.

  arla manson
2 years ago
I've been a customer here for many years through several cars. The service has definitely deteriorated. Can't get through to anyone; they failed to diagnose a broken antenna when car was under warranty and now want $3500 to fix the antenna. I'm really fed up.Services: Air & cabin filter replacement, Oil changeServices: Air & cabin filter replacement, Oil change

  Johnnie Ingram
a year ago
Seems like the service has gone downhill and Susan answering the phone seems overwhelmed and wasn t able to help me when I had a sudden flat tire. Really disappointed with BMW and how the service has gone downhill. Consider another luxury brand if service is a priority.Service: TiresService: Tires

  Patrick Minoofar
a month ago
Don t listen to the reviews this place is the best

  Jody Briskin
4 years ago
I wish there were zero stars. That's what they deserve. Last time the scheduler put me in the wrong day, and they couldn't service. I had to return the next day. If anything went right, that's news to me. The worst service and customer service I have ever experienced. This time (today) I dropped my car for scheduled service. One service writer was busy, had a line, etc. There were four other guys just sitting around, no one offered to help me. I knocked on the managers door, he came out and said "of course one of these other guys can write you up". Far be it from them to try to help me, and far be it from the original guy (who had a line) to ask one of the others to help those of us in line. Considering I live near here, I can't go to another service center. When this lease is up I just won't get another BMW FOR SURE!! Hope this company realizes how much business they lose because of horrible customer service. Never another BMW, not buy, not lease, nothing.......because of this.

  Tatiana Hughes
4 years ago
Calling main line giving me all the department hours and phones and address before even giving me option to get to service. Getting a hold of service department is like getting a hold of fort knocks! The very first thing about fast and luxury service is getting a hold of live person promptly!

  R S
2 years ago
Team is nice enough to work with but will charge double the price for some of the same parts as the Beverly Hills BMW service center. Definitely shop around if the prices quoted seem high.

  Artem D
a year ago
I told them don't wash my car, it doesn't mean that they allowed to leave their dirt in here,cashier or whoever made a mistake in my last name and said its not important right now,next time we'll change it, its disrespectful

  Jonathan Ouellet
2 years ago
Least organized and worst customer service of the 5 service centres I have been to. Wifi in the waiting area nearly non existant. Service agent unavailable once I was checked in.

  Marina Nikolic
2 years ago
It was great visit,I went for recal on my bmw model and everything was done perfectly in a timely matter. I have to say I noticed how clean and maintained the work and mechanic area is and wanted to support that,and say great job!

  S.
a month ago
Very slow service