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Recent Reviews from BMW of Mountain View

Bought a used non-BMW car from here with the 5-day money-back return policy and a 90-day AutoNation warranty. The purchasing process took 4-5 hours. The sales representative was professional during the sales process. The car had a non-user problem (no collision, no accident, no faulty usage) after two days, where the key could not be extracted from the ignition hole (while during prior drives a keyless go button was used instead of key insertion). Took it to an official but non-AutoNation service center near where I lived, where the car could no longer be started (and with key still stuck in the ignition hole). From that point on, a week delay happened because BMW of Mountain View and the non-AutoNation service center both declined responsibilities and kicked balls to each other, i.e. BMW Mountain View suspected the service center damaged the car, while the service center insisted the car was sold with a problem. I tried to go through the 90-day AutoNation warranty approach with the nearby service center, which would incur a premier but not a problem for me as I wanted the car to be fixed and drivable. The problem was: the 90-day AutoNation warranty for used cars was not able to be processed by the warranty provider in the first month and the warranty needed to go back to the seller which is BMW Mountain View. The reason given by the warranty provider was car information would take more than two weeks to get to them, counting from the date of seller submission. This information was not made known to me either by words or by writing. After a week of back-and-forth and me mentioning reporting the case to authorities, BMW Mountain View towed the car at their cost from the service center to another official service center of the car brand which was within AutoNation network. Repairing was performed there at their cost in the following two weeks, and the problem was solved and the reason of failure was orally given to me as non-common, possible and definitely not user-related in the electronic locking and ignition switch systems. The negative consequences for me were: 1. Almost three weeks not able to drive the car I just purchased; 2. I had to rent a replacement car at my own cost for two weeks for the period of a three-week delay; 3. A lot of time and energy wasted for me to communicate and in-person visit as a customer in the first week of the problem. Out of the negative experience, some facts do hold: 1. No repair or towing cost was charged on me; 2. The problem was eventually solved; 3. The final service center provided me with a courtesy car for the third week of delay, although this was not related to BMW Mountain View. The biggest suggestion here is: 1. The first month warranty information needs to be clearly disclosed to used car buyers. Other suggestions include: 2. Shorten the 1-week back-and-forth by all means. 3. Offer to provide a courtesy car.

wangliyu Aug 12, 2019

First of All, I would like to let you know I am not a new BMW owner; this is my 3rd BMW and have been driving BMW since 2012 when I bought 335i Convertible from BMW of Fremont, another Autonation dealership, my second car was from East Bay BMW. I bought this CAR (BMW 540i 2018) back in Dec 2017, I bought the CAR from BMW of San Francisco as their prices were much reasonable than BMW of Fremont. I used to use Peter Pan BMW as my the service center for my car as I was living in FOSTER CITY. I moved to Sunnyvale Last Feb and hence started interacting with BMW of Mountain View. First Interaction with BMW of Mountain View Service My Interaction started with the first service appointment for my car, I was given Angel as my service Advisor. During the service he reported that there is an issue with front tire and he is advising it to be replaced. When I gave the car to the service center it was not showing any alarm or alert but I still went ahead with Suggestion and got the tire replaced. Now I think, it was absolutely un-necessary and it was just pushed on me without any reason. Second Interaction with BMW of Mountain View Service After couple of weeks, I started getting the alert that there is “Passenger seat restraining system failure, please visit the nearest service center immediately”. Again I was assigned to Angel and gave my car to dealership, after 1-2 days, I was told the issue is not replicable and systems are working fine. Third Interaction with BMW of Mountain View Service Again after picking up my car, next day again I saw the same alert. Next appointment was available 1 week later; I scheduled the appointment and took the car to dealership. This time he told that there was some water damage to sensor and he found a bottle cap somewhere near the seat. I could not understand properly how the water damage is inside the seat while it’s perfect from outside. No water sign or anything. He told me to take the car, put it on heater and leave it for 2-3 days, it should get resolved. I followed the same. Nothing worked. When I asked him to replace, he mentioned it is not covered as part of 4 years manufacturer warrantee and I’ve to pay somewhere close to USD. 2000 to get the sensor replaced. After a lot of thought and suffering from this issue, I drove about 40 miles one way and took my car to BMW of San Francisco as I bought the car from them. The service advisor told me about the issue and said it’s all covered as it seems to be a defect not caused by Water or something. They got the sensor from Germany and replaced it with no cost to me. I was able to check the status and follow with service advisor on text and it was smooth while I was almost unable to reach Angel whenever I tried. Fourth Interaction with BMW of Mountain View Service I was driving to my Office on Friday morning about 9:30 AM and I got flat tire while driving on Matilda Ave, Sunnyvale. I saw the alert and immediately I called the service and the person on call was very accommodating and scheduled an appointment for 11 AM. I drove directly to BMW of Mountainview anyways as I could have not been able to drive later due to flat tire. Reached to Service Center and I believe Zhi (My Apologies if I am not spelling it right) was assigned to me. He said that tire is not on the stock and it would not be available till Monday. When I requested for Loaner, he said it’s not available and there is nothing he can do about it. I mentioned it was an emergency situation otherwise I would have scheduled only when there is a loaner available but he said it’s not possible. I asked about rental and he mentioned we don’t do rentals anymore. He was pushing me for 4 wheel alignment also for $399. I mentioned it is just happened and without any thud or anything. It was just a flat tire, moreover I’ve never seen $399 alignment anywhere in my last 6 years of BMW ownership. I said, let me try other dealership if anyone has the tire then I can get it towed to them as I have only 1 car and I would not be able to do anything without Car over the weekend. He rudely took off the service card and token number from the windscreen and said. “SURE”. I called Peter Pan, BMW of SF but could not locate the tire. As my car was already in their parking lot, I chose to leave the car there. I took UBER and went to Enterprise and rented car for 2 days. I returned my car on Sunday evening. When I called on Monday morning about 8 AM, I was told that my Car would be ready by 3 PM. I went to dealership about 3:30 PM. - Car was not ready, - the lady on the service/cashier was not aware of the status. - Zhi was not working on Monday - Wayne was assigned to deal with my car. Wayne was nice enough to come and let me know that tire delivery got delayed and it is being worked upon and it would be ready in sometime. I was able to get my car back around 4:30 pm. Zhi told me that tire would be USD. 385 but I was given a receipt for USD.449. Again Wayne was nice to adjust and finally I ended up paying 417. Thanks to Wayne for helping me but I am sure I will try my best not to visit BMW of Mountainview ever and never going to suggest anyone as well. I am not sure it’s just me or this is their usual business practice.

Manish Gupta Dec 4, 2018

Purchased a BMW from out of state. This was my 3rd BMW product and the 4th vehicle that I have purchased from another state. Purchasing a vehicle from Mountain View BMW turned into a painful debacle. 1St and foremost, this BMW dealership does not employ individuals and care about any transaction other than their own. If the salesperson you call isn't the one you working with they have no interest in helping you out with anything at all. Communication with anyone at this dealership, even the salesperson youre working with directly is almost impossible. If they need something from me, I respond within 2 hours. If You want something from them, they respond within 3 or 4 days. After an excruciating 3 to 4 week back-and-forth just to align simple Aspects of the transaction. Paperwork is finally sent out to me to via FedEx. Surprise! The financing that I had procured on my own through the local credit Union is not attached to all the paperwork send via fedex. Attached is financing with completely different terms and rates from BMW financial. A seemingly dirty trick from them (illegal). Having been without a car through this entire process, I'm pretty much stuck. Knowing I can get the car refinanced once it's in my possession I relent, sign the paperwork and overnight it back to them. The paperwork arrives the very next morning and sits at their facility for 5 days without anyone opening or confirming to me that they do have my paperwork and the sizeable deposit check in their possession. Every attempt to call dealership is met by a sales person who cannot be bothered to help me in any way due to the fact they are not working on the transaction i.E. Making a commission off me. Exasperated, I just want to set up transport get the vehicle in my possession and never have to deal With Mountain View BMW ever again. Unfortunately that is not the way it comes to pass, my salesperson goes on vacation for a week and setting up transportation all the sudden takes 7 to 10 days. This is just setting up transportation not receiving vehicle. During this time I begin to receive the standard "how did we do?" Emails asking for feedback about my transaction. This is where I let them have it. Lo and behold after a couple negative emails, the process Springs to life. For what it's worth transportation company was fantastic, calling and emailing me every step of the way and making sure I was satisfied and available when the car was to be delivered. Driver was courteous and professional. Car is phenomenal, love at first sight

Mario Nov 16, 2018

The worst experience I have ever had trying to buy a car. I went in to look at a 2014 BMW I3 on a Tuesday night. My sales guy Greg did a great job and i really liked the car. I went back to the dealership per my appointment on Friday afternoon with a Cashiers check for the full amount of the car. I signed the paperwork and let Greg know i would be back Saturday (next day) to pick up the car and drive it away. We made an appointment for 2pm. I arrived at 2pm on Saturday and Greg told me that there was a problem and the car that i bought and paid for the previous day was sold sometime between my Friday afternoon appointment and my Saturday afternoon appointment. As you can imagine i was steaming mad! I was taken into PJ Roshan's office, he is the General Manager of the dealership. This guy barely cared what had happened to me and tried to make it sound like it was my fault the car was sold out from under me. His exact statement was "why didn't you drive the car home yesterday". I did not drive it home the day i bought it and paid for it because i did not have a ride to the dealership that day and would never think in any scenario that a car that I paid for would be sold out from under me. He said he had some alternative options on cars but could NOT give me a better deal as they are a one price dealership under the AutoNation group. So, i get no car, not better deal on another car and am totally screwed. PJ had zero remorse and when i was given back my paperwork, he took it all out of the folder and didn't even want to give me the xxxx folder. I would have expected a follow up call from this so called General Manager but have received nothing. No call, no deal on another car, absolutely NOTHING. I am extremely disappointed in my dealings with this dealership and absolutely disappointed in the customer service from PJ Roshan. I wish anyone luck that has to deal with this pompous person who does not respect his customers. My guess is that the person who bought the car from under me was probably financing it versus my paying cash and the dealership would make more money off of the financing sale. I will take my money elsewhere and would hope that PJ Roshan learns how to treat a customer.

Almost customer Sep 23, 2018

My experience with this dealership was beyond horrific. The windshield of my BMW 750 was replaced during a service at BMW Mountain View on July 17, 2015. The original windshield was cracked when the service technician replaced the rain and light sensors. The service manager authorized to replace the windshield at BMW’s cost. On April 20, 2017, I dropped off the vehicle for a repair service. Sean Sundland was the service advisor. Reason for the service: Rain water was leaking into the vehicle through the top of the windshield. Since the windshield was replaced and installed at the BMW Mountain View, the responsibility should fall under BMW to repair any technical issues. I had three phone conversations with Sean Sundland on Friday morning, April 21. During the first phone call, Sean stated: “I want to let you know that your windshield is NOT BMW original manufactured.” I explained to him the history noted above. Since the windshield was replaced at BMW Mountain View, I questioned Sean on how a BMW dealership would use after-market parts since he stated the windshield was not a BMW manufactured product. During the second phone call, Sean told me that he verified with Mr. Gary Wilson, the Service Manager on the history of the windshield. Gary confirmed my explanation was accurate. However, Sean told me the warranty would not apply to this case because I did not pay for the windshield. In addition, Sean said: “The windshield needs to be replaced and I will make you a good deal – We will offer 10% off, which would be $3300 +/-“. Followed by a few comments from Sean that are not appropriate coming from a service advisor. I questioned Sean that the windshield was cracked by BMW replaced by BMW in 2015. According to BMW advertisement, BMW is offering two years warranty to all parts and labor. The original BMW factory manufactured windshield on my vehicle was damaged by the technician at BMW Mountain View. BMW replaced with an aftermarket windshield. Now BMW is not honoring this policy because I did not pay for it? During the third phone call, Sean told me that the technician needed to remove the windshield then reseal it. They cannot remove it due to a chip on the windshield. We can replace it at $3300 and file an insurance claim. He criticized a few times of the rock chip repair work was poorly done (It was done by Safelite). He also complained about this issue is wasting a whole hour of his time. I explained to Sean that my insurance agency only pays $1500 for windshield replacement because that is the average price for this situation. The amount $3300 which Sean quoted is more than double of an average windshield replacement. Although I was overly frustrated, I kept my composure through all these conversations with Sean, however it was clear that Sean did not want to establish a common ground. Therefore, I told Sean to hold on the repair. I will pick-up the car the next morning. Sean hung up the phone before I finish my statement. My experience from this incident was beyond horrific. Not only did Sean give me false information, he forcefully tried to push the repair of $3300 on me through multiple unethical tactics. I expected a higher level of professionalism coming from BMW Mountain View. This experience has not only made me doubt this dealerships’ honest guidance towards service and repairs, but it has left a distasteful memory of snide comments, unprofessional behavior, giving false information to customers, and forcing the customer to pay thousands of dollars for an issue that occurred while the vehicle was at the BMW Mountain View. I dropped off two letters on this incident to the General Manager and Service Manager on April 24, 2017. Up to date, I have not received any feedback from them. Running this type of business is shocking. From faulty installs and repairs, to not honoring BMW’s own warranty as advertised, to not respond customer’s feed back, it is unfortunate to see this dealership go down this path.

Eric Hsu May 14, 2017

Auto Nation BMW of Mountain View did a bunch of repairs on my vehicle damaging crucial component without telling me letting returning my vehicle hazardous to drive for the whole engine, not following proper procedures and showing signs of neglect and incompetence. I have a 2004 BMW X5 3.0i and I went to this dealership for a check up and to use up my extended warranty to change some leaking oil gaskets. They performed a oil filter housing gasket repair, oil pan gasket repair and a window regulator. The oil filter housing gasket is a typical source of oil leakage on E36, E46, E39 and my BMW X5 E53. In order to change that gasket involves removing the back radiator fan which is DIRECTLY connected to the engine water pump. If not gentle and careful an incompetent mechanic can damage the water pump causing major hazard and potentially engine overheat. I have owned my car for over a year and have checked my fluid levels almost daily and also checked underneath my car for leakages daily. Occasionally I have noticed small and tiny DROPS of water but nothing more than a drop, ever! I've driven my car more than 10k miles without ever filling up and adding coolant to the radiator. Upon picking up my car I noticed large PUDDLES of water in the first 2 days. There were periods of rain so I thought it was the rain but then I checked my coolant level and noticed it was low so I filled it up. After filling up again and again the result was a large puddle of water, something that had never happened before I made the mistake to take my car to AutoNation BMW of Mountain View. Their explanation to this was that the water pumps on these cars break and that my oil leakages were so severe that there would have been no way to notice coolant leakage. Now if you listen to their explanation one would have think he/she is imagining things and if you believe what they are saying that you would have to be mentally and psychologically INSANE! My car had tiny drops of oil before I went for repairs and now it was making PUDDLES of COOLANT so large that you could practically take shower underneath the car. I spoke to a few personal mechanics and did some research about how they could have caused such an enormous damage. When removing the fan which is directly connected to the water pump one has to be gentle and careful. Leaning on the bolt, hitting it with a hammer to remove the part, over tightening it or using force can EASILY DAMAGE water pump Auto Nation BMW!!! Not only did they damage my vehicle but they did not have the dignity to repair their mess ups. didn't have the dignity let me know the damage it and was leaking coolant, and didn't have the dignity to even fill up the coolant level as I could damage my whole engine driving it without coolant. I went back to them so they can check their repairs and of course they didn't admit to any wrong doing and upon returning my car a second time they didn't fill up my coolant level AGAIN for the second time, leaving it running with low coolant. Some "handyman mechanics with common sense" they got there, LOL! They said they couldn't have determined coolant leaking when it was making puddles, I wounder if the mechanics took a shower underneath the car or even more scary if they damage your car on purpose. Another repair the did was oil pan gasket which involves draining all the oil out of the engine and hopefully filling it up with fresh new one. My oil life meter on the car computer was NOT Reset! I asked them did you change my oil, because you have to, and when you did, did you change the oil filter? Their answer was that they don't know but they must have! If so why was my computer oil life meter not reset? Another repair was fixing my window regulator. Upon bringing my car back the door dash was hanging on whatever connections it could and no one had noticed it. I looked around, no one around to help, scratched my head and pushed the dash into the clips myself and drove off. I had another window regulator repair at AutoNation Acura of Stevens Creek, they did exactly the same thing and even broke my window blinds. "Great Job" mechanical handy man, makes me wonder since they didn't clip my dash, broke my water pump if the rest of the bolts they tighten are properly torqued?!? Auto Nation BMW is VERY SLOPPY and INCOMPETENT, they don't have DECENCY, DIGNITY causing more damage than good! Two times they did not fill up my coolant level after causing a major coolant leak, letting me drive off with a potential hazard to my engine and car. HEY AUTONATION, BMW, do an internal investigation and probe of your mechanics and service and at least follow proper procedures and prevention! Going to this dealer for service was like going to a slaughter house! STAY AWAY from AUTONATION and BMW of Mountain View!!! Go to Stevens Creek instead, hopefully they are better or better yet find a personal mechanic you could trust!

svetlo17 Jun 6, 2016

Background: Passenger Airbag recall - Rec'd letter from BMW/NA 9/15 that parts were available to comply with recall; immediately left a message at BMW/ Mt. View for appt., was told that name would be put on the recall list and I would be contacted; as of 5/16 no contact from BMW Mt. View; contacted BMW/Mt. View 5/16 and confirmed that parts were on hand at BMW/Mt. View and that our car, KC73107, qualified for the recall - made appt., for 5/16 for Passenger Airbag Module replacement. One week after making the appt., we rec'd a letter from BMW Mt. View advising us to bring in the car for the Airbag Module Replacement. On 5/16 the Service Consultant, Branden Casey was timely, efficient and professional - took no more than 10 minutes for check in. I was told he would call in the afternoon. Casey called c. 2:30 and was very apologetic - said they did not have Airbag Replacement Module on hand, was trying to get one from local BMW inventory and might have to keep he car overnight; said he would call later to confirm status. Casey also noted two items requiring attention: (1) coolant leak and (2) oil leak and asked if I wanted estimates for the required repairs. I declined and told him I was aware of the oil leak and its source and had noticed same coolant loss over the past couple of weeks and would continue to watch it - there has been no coolant dripped onto the garage floor. Casey called about 30 minutes later and said they had gotten the module minutes after he first called me and that the car could be picked up. I asked him about the noted coolant leak at the expansion tank and he said he would note the details for me on the paper work. All aspects of Branden Casey's efforts were professional and first class; his attitude and demeanor were as good as I have seen in over 40 years of dealing with BMW dealer "service writers/advisors/consultants". Would that all his colleagues were as good! My Concerns and Reservations are about other aspects of the recall timing and work of the BMW/Mt.View techs. 1. We waited 8 months after first contacting BMW/Mt. View for the Airbag Recall (9/15 thru 5/16) without any response form them. Then a week after making the appt., we receive a letter from them asking us to make an appt. Finally, I was told they did not have a replacement module on hand when the car was brought in after I had been advised that they had replacements available when I made the appt. With the resources available to them thru Auto Nation BM/Mt. View should be able to do better. Very poor management on their part. 2. Work of the BMW/Mt. View techs: (a) tire pressure - the door sticker on the car calls for 29 psi front, 32 psi rear; all four were inflated to 36 psi; I appreciate them trying to comply with the CARB directive on tire inflation - but please try and do it right. If some unsuspecting customer takes a cross-country trip with this level of over inflation they can go thru a set of tires in 10K miles. (2) the coolant leak: tech noted that upper and lower radiator hoses were poor condition and that expansion tank was also leaking; all three items were replaced with BMW parts within the last 4 years, the radiator cap was replaced in the last two years; checked coolant next morning after service at BMW/Mt .View and found expansion tank significantly overfilled resulting in excess coolant flushed out thru the radiator cap, leaving coolant residue all over the expansion tank - inspection showed no evidence of coolant leakage at the upper radiator hose; reduced coolant level yesterday and checked again this morning and found no further loss of coolant; 1982 to 2006 BMWs are notorious for catastrophic coolant system failures attributable to the 2,0 Bar (29 psi) coolant system pressure, especially when combined with overfilling. Overfilling of the expansion tank can lead to system damage as well as false evidence of leakage; first thing to check is the radiator cap - if the cap is defective high, an overfilling can cause immediate catastrophic damage; a cap defective low can cause a coolant loss of when there are no leaks. I find it incomprehensible that a tech at a major BMW dealer would overfill the coolant system. Also, no indication that they checked the radiator cap. It is this kind of sloppiness that will drive knowledgeable customers away. It is inexcusable. Summary: Poor dealer management, excellent customer service and sloppy work. Hence my reason for not being able to recommend BMW/Mt. View to others but being happy with the service I rec'd.

LarryLudgus May 18, 2016

I am writing about 2 things with BMW, first the dealership, second the BMW i3. First the BMW dealership service is one of the worst that I have dealt with. We leased a new BMW i3 just 4 weeks back, the car broke in the first week so on that Saturday we drove it back to the service dept. I pulled up, got out and just waited and waited for someone to come up and ask is anything needed. No one ever did and after waiting over 15 minutes and walking up and down the floor looking into windows and doors, all I saw were BMW of Mountain View employees just sitting around, really doing nothing. Finally a person came up, and then it seemed as all hell broke loose and the next thing it was just a RUDE Service person giving me one excuse after another, then stating they only had 3 techs and could not even look at the car until next week. This person didn't even attempt to look at the car or try to help. Needless to say we left. I then contacted the sale person, who then had another person call me 3 days later, and once again I scheduled an appointment. I brought the car in and it's still there as of this writing being repaired, going on 2 weeks and counting.... Ever since I left the car at the dealership I started to monitor the car as much as possible via the Android APP BMW REMOTE for i3. Funny thing, each and every time I looked at the app, it stated the car was locked and windows up. Car never moved as far as mileage and such. I thought that was a little out of the ordinary as I thought how does the tech work on the car if it's locked. I then sent an email to the BMW of Mountain Service manager, got a reply that the tech was working on the modules outside of the car with BMW of Germany step by step and would be a long process. I thought OK, then a funny thing, within the hour of that email the car went UNLOCK, car WINDOWS were open and all. KINDA FUNNY... to think their own app was used to monitor the car... I feel that they never even began to work on the car until I emailed. Over all, I think they are RUDE, [non-permissible content removed] and the dealership over all is a DUMP!!!!!! Filled with LAZY people that because it's in Silicon Valley and they really don't have to care, people are just overflowing to buy a car... Kinda sad to think that there is NO MORE CUSTOMER SERVICE. I was disappointed in taking the time to schedule the car to get repaired in order to get an electric loaner, only to arrive there and be told none available.. Now I'm paying for GAS and costing me more money... Second, the BMW i3 Car: I was excited to get this car at first, but now after just a short time, I TRULY REGRET getting this BMW i3. For one it's already broke, second it's showing even more more broke now that it's at the dealership. What I mean is the Android app checks the car and when I brought it in for repairs it was reporting 1 issue, now after a week there, it is reporting 2 SERIOUS ISSUES. So much so that the APP STATES to park the car... :-) Next, the car has so many angles, when you go to wash the car, it's a real pain... Never crossed my mind until I washed it by hand the first time. It's a time consuming process. The body is made up of many different plastic or carbon fiber pieces which are really all different shades of black, I can only imagine now that in time the fading will occur and then it will really be ugly. The rear windows don't go down, so if the back seat is hot, have to roll the front windows down. It's a real pain to have a car seat and have to open the front door every time to open the back door, this was discovered in a parking lot next to other cars that parked close. What a real pain, almost double the effort. Looks cool until you have to do this over an over... The extended range engine is LOUD, I mean LOUD... Sounds like a GO CART... BMW decided to use the COMBO FAST CHARGE PLUG. Not many around... Well that's enough, like I said, I got this car thinking WoW, BMW, I have now learned BMW stands for BUILT MORE WORTHLESS than other cars.

BMW_JUNK Jun 4, 2015

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