Recent Reviews from BMW of Mountain View

On Friday evening, 3/16 my wife and I along with our two young children (1yo & 5 yo) took a road weekend trip to SF from LA. Roughly halfway through the trip, the power was suddenly degraded, the lights deemed for a moment and it violently shook. We continued to SF because it was around 11 pm and of course no dealership was open. While I drove, my wife searched local BMW Bay Area dealerships to find an appointment for the next day and that turned out to be BMW Mountain View. We made it safely to our hotel in SF. On Saturday at 10 am, we dropped off our vehicle, explained the situation above and that we were just visiting SF. They provided a loaner via Enterprise. By 3 pm, they asked us to return the Enterprise loaner and exchange it for a BMW loaner which was poor planning in my opinion. We exchanged for a BMW loaner and asked the status of the vehicle. Our service advisor (Amir) noted that they were short staffed Saturday so they hadn’t had a chance to diagnose it which is understandable. On Monday afternoon, we hadn’t heard any update so we called several times to our advisor, other advisors and eventually the manager with no returned phone calls after 2-3 hours. In desperation after the service department closed, we eventually called the sales team, explained the situation and asked if we could drive the loaner back to LA because we haven’t been informed of the status and nobody was returning our calls. The sales member escalated to the service manager and within 15 minutes, the service manager Kevin called us back where we yet again explained what was going on. He apologized and said they haven’t even had a chance to work on it but he would get it worked on tomorrow morning 3/20. It was very disappointing to learn not even a basic diagnosis had been performed after having the vehicle in the shop for 3 days. As I noted earlier, this was supposed to be a weekend trip and with the dealership not providing any updates, we have been booking hotels daily not knowing when we can return home.Because of Spring Break and late bookings in the areas our hotels that we found Monday thru Wed morning we had to pay at a premium. Additionally, this impacted my work and I’ve had to take unexpected vacation time. As far as lodging, and eating out after Sunday, we’ve spent hundreds of dollars on hotels and feeding the family while the dealership has not done any work thus far. I would appreciate if there is anything you can do to help this situation on your side such as providing hotel reimbursement/assistance.

Antonina Tust Mar 22, 2018

I visited this dealer on several occasions. As far as service department goes, I would not recommend it. To be clear, it's not the quality of mechanical work, it's the logistics and customer service. My most recent visit was a glaring display of planning and advising incompetence. Scheduled an appointment to replace an airbag, was told it's quick and is something I could wait for. However, upon arrival a gentleman informed me that there has been a mistake and safety related repairs require more time so I would need to take a loaner and come get the car later. Sure thing there was no loaner available on such a short notice so my appointment had to be rescheduled for a different date. Fast forward, arriving a week later, a different gentleman tells me that loaner is not needed and repairs can indeed be done under an hour. Which they did. An air bag replacement with a car wash was completed in 45 minutes. What was supposed to be a simple errand turned out to be a wasted trip and lots of frustration. Raised it with the appointment coordinator but to no avail. Everyone is sorry but no one is able to explain the chain of inconsistent calls let alone take responsibility. Another example of mediocrity had to do with being advised to have F/R brakes replaced which, in my opinion, was something the vehicle did not need at the time. I politely refused and was going to move on without further ado till I noticed that vehicle inspection report failed to mention brake service recommendation. Inquiring about this discrepancy and requesting a report consistent with the verbal advise accomplished nothing. I was told that the mechanic has left for the day and a new report would require a new appointment. I was then offered a complimentary wax job to be included with my next service. I requested the offer to be added to my profile notes, for future reference, but my request was denied. Instead I was supposed to come find this adviser and remind him in person. Seriously? Is this an official BMW dealer, as premium rates imply, or some amateur garage?

Artur S Feb 1, 2018

Experience is something you don't get until just after you need it. Being schemed by the finance department of a BMW store to buy their auto loan is not an experience one will get on a daily basis. I am sharing my experience so that other bay area auto buyers become aware of such a scheme. Here is a brief recap of what I experienced. On Jan. 7th, I purchased a certified X1 with very low mileage. Majid was my sales person. The interaction with him was the only pleasant part of this experience. He was professional, courteous and efficient. He understood what I was looking for, found me a vehicle that fit the bill, and answered all my questions about the vehicle. I would give his service 5 stars. However, things went downhill after Majid finished his part. It seemed to take forever to wait for the paperwork to be prepared at the finance department. I put down a down payment and signed an agreement on the loan that they offered through CapitalOne. I was given 3 days to decide on the loan or to pay off the vehicle in other ways. I found out that my credit union offered a much better APR on auto loans. On Jan. 10th, I picked up a check from my credit union with the exact amount to pay off the car in the morning and drove directly to the store to dropped off the check. Between my husband and me, this was the third time we purchased cars in the bay area. We had done the same for the past two times at Honda and Porsche stores and things went well. So I assumed a BMW store would be no exception. Wrong assumption! In the evening of Jan. 19th, I received a phone call from the CFS manager who took my check on the 10th. He started by saying I dropped off the check too late and asked me to pick up the check to avoid having 2 loans. I was skeptical and agreed to stop by the store the next day. Later that evening, I realized 2 hours before I got this call, CapitalOne sent me an email to welcome me to their auto loan program. If I indeed dropped off the check too late, how come the store never contacted me until 9 days later and until after the loan became active? On Jan 20th, I went to the store and found the CFS manager who had my check. He clearly indicated that the only way for me to avoid having two loans was to have my credit union to issue another check to pay off the car at CapitalOne. He had no interest in answering my questions at all. I took the check back and left. I only found out later that the CFS manager's claim was NOT true. Even if the store didn’t deposit the check, I still had 2 active loans. I also have to pay extra fee for my credit union to pay off the car at CapitalOne. It also appears that I wasn't the only person having this double-loan issue with the store. On the 23rd, I went back to the store hoping to get some resolution about this from a supervisor. I was led to talk to Kal, their CFS director. He didn't want to listen to me and insisted that I dropped off the check on the 11th. When I asked to check the surveillance camera recording, he said there was none in the store. No wonder he could accuse me so blatantly! He was so rude that for the first time in my life, I felt being bullied as a customer, and this happened in a BMW store. I then asked to see the general manager of the store and was told that he was in a routine Monday corporate meeting. I got the email address of the GM and wrote to him to explain what happened and asked for compensation of my loss and time. I haven’t heard back at all. I am very disappointed at the service and management of this store. It is hard for me to believe that a BMW store cares so little about their credibility. There are plenty of BMW stores in the bay area and I would recommend avoiding the Mountain View one unless you go in with a check that covers the entire cost of the vehicle that you want to buy. Their sales department is OK but it may be smart to avoid interacting with their finance department.

Ling Liu Jan 28, 2018

I have been coming to this BMW Mountain View Service Center for the past 5 years - this is the only service center I've gone to for all my BMW service needs. They used to be better, but this last time, I had a very poor experience. I wanted to diagnose a weird problem that only happened intermittently on my car. I was 90% sure that they would not find anything wrong with the car, but for my peace of mind, I wanted to get it tested & diagnosed. There was a $200 diagnostic testing fees, which I was okay with. I also asked them to fix 2 other issues with the car - my key fob battery was dead and the fuel flap was out of alignment for some reason, and give me some information on one of the missing parts from the parts department. I had also requested for a loaner vehicle much in advance and they gave me an appointment for the day when they had a loaner available for me. However, they ran out of loaner vehicles on the day of my service and I had to take a rental car. They took 2 days to run diagnostic tests but (as expected) found nothing wrong with the car, so asked me to come pick it up. I wanted to talk to my service advisor, and tried talking to him on the phone, and left voicemails for 3 straight days, but never heard back! When I went to pick up, I had to wait 60 mins to just pick my car. I requested to talk to the service advisor, and they called for him twice, but he never bothered to show up. Finally, after waiting for 45 mins, I decided to leave. Finally when I got my car, there was an inch of dirt on the car all over. I had got my car cleaned just before I took the car for service, and BMW MV didn't even bother to clean my car. They returned me a dirtier car! After that I noticed that they didn't even replace the key-fob battery and my key-fob is still dead! So, these are the things that BMW MV service department did poorly: - They ran out of loaner, and had to give me a rental car (adding to the hassle of going to on off-site rental location, taking more time) - The Service Advisor was unresponsive, and didn't bother to return even one of the 3 Voicemails I left over 3 days - He didn't bother to show up when called for twice over a 45 minute waiting period when I was picking my car - They took almost an hour to return my car, after telling me that my car was 'ready for pickup' - The car was dirtier than I had given to them - The key-fob battery was still not replaced Overall, a horrible experience, and I'm not coming back again!

sam sin Oct 26, 2017

This week was the latest in a series of disappointing service experiences at BMW of Mountain View. It's unlikely I'll go back again. After receiving a call that the car was ready, I was unsure where to pick it up because of the construction at the site. My service rep said to bring the loaner back to the same bay where I'd dropped off my car. When I showed up around 5 p.m. on 9/26, there were five empty cars blocking the driveway, so I couldn't reach the bay. No employees were in sight, so after waiting 5 minutes, I left the car and walked into the bay. There were no employees there either, just several customers standing around. I checked in the office where my service rep, Daniel, had been earlier in the day. (Daniel was quite good, by the way; he just wasn't around when I needed him.) The first office was empty. I checked the next office and found three employees chatting. I told them I needed to drop off a loaner and pick up my car. They told me to go to the cashier's office. Once there I stood at the counter and was ignored for several minutes by the two women behind the counter until I said, "Can someone help me?" They seemed surprised, but asked what I needed. I said I was dropping off a loaner and picking up my car. She asked my name, dug out the paperwork, had me sign it, and then returned to her work. I had to ask her if she wanted the keys to the loaner. "Sure," she said. "And where do I get my car," I asked. She pointed back out toward the bay and said someone would bring it down. After 15 minutes, all the other customers had gotten their cars except for one woman and me. Finally, an employee with a clipboard told her they couldn't find her car. She laughed about it, but clearly was frustrated, telling me that her husband refused to come to the dealership because the service was so bad. Ten more minutes passed before her car was found and tracked down. I asked the kid with the clipboard and walkie-talkie how they were doing on my car. He asked to look at my paperwork and then walked away without saying anything. I called after him and said, "Well?" He said he didn't know what was going on. At this point, I lost it and went back to the cashier and told her I wanted to speak to the service manager. She said she'd get him and walked off toward the front of the building to find him. The service director (John Seadler) showed up several minutes later, and after some initial confusion on his part, he moved into damage control, asked the kid with the walkie-talkie to get a move-on and tried to get a handle on why I was so irritated. He said he'd only been on the job for a few weeks, but was focused on improving the customer experience. I told him my story, wished him luck, but said I'd likely go to Stevens Creek (where I bought my previous BMW) or Peter Pan (where I got my most recent service because of earlier frustration with BMW of MV). Seadler did a good job trying to understand my frustration. He seemed sincere in wanting to change the culture, but I expect he'll have his hands full. My experience with this place (starting with sales and including support, parts and service) is that treating the customer like an annoying distraction is deeply part of the culture of the company. I can't count the times I've walked into the showroom or the service department and waited while employee after employee walked past without asking if I'd been helped or continued a personal conversation with a co-worker as the customer waited. Making this worse is my wife's experience at Lexus of Stevens Creek. She actually looks forward to service visits. They greet her like an old friend, she enjoys fresh coffee and Danish in the lounge and uses the free wi-fi before driving off in a freshly washed car. When my car did arrive, after 45 minutes, although it was 91 all four windows were rolled down, A/C was off, no one had re-set the seat and mirror positions to my pre-sets, radio was on and floor mats were askew. I felt as though a bunch of teenagers had spent the day joy-riding in it.

Bob Ryan Sep 29, 2017

NEVER BOUGHT NOR SERVICE YOUR CAR AT THIS PLACE!! I bought low milleage (24k) 2012 BMW X3 from here 10 months ago. Car looked great on the paper. Salesman convinced me the car went through all the necessary inspection and would run great. I have pretty much been driving it for another 3k miles since I got the car. Then, last week the engine just died by itself while we were lining up in the gas station. Because of this, unfortunately, we had to miss our good friend's wedding. Also, gotta pay $325 to get the car towed back to this place. It took one week for them to service the car. They said "the root cause" is the ignition coil and spark plug. They replaced them and the service advisor said that the car is in the tiptop shape now. Then, I picked up the car just yesterday and paid a ridiculous $1600 for NOTHING. Because, today, the car just lost its power again while I was driving around 20MPH. Thankfully, there was no car around and I managed to cruise the car to the side of the road. So, I had to get this car towed again for the second time in a week. I'm not sure what they'll do to the car now THE BOTTOM LINE IS THIS CAR REALLY PUTS ME AND MY FAMILY IN DANGER! What if this happens while I am driving on the highway? This could have been much worse. I thought getting this car will get me a safe experience for my family especially my 7-month old daughter. In general, I am very disappointed with all the experience that I went through. Salesman promised me that this car will run great. The service advisor said the car is fixed and everything is in great shape. But, what I got is totally the opposite. Just beware when you consider going to this place for ANYTHING really. They just want your money. Now, I have no confident with the car anymore and am always have the traumatic feeling while driving this car. At this point, I really just want to get rid of the car. I'm just hoping they can buy back the car and refund all the expenses to compensate for all the experiences that I went through...

Peter Adjiwibawa Jul 16, 2017

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 written feed back, it is unfortunate to see this dealership go down this path.

Eric H May 14, 2017

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

Terrible... see for yourself... Don't let the fact that it's Mountain View or BMW fool you. It's a franchise and they have history of damaging vehicles. Backstory: INITIAL CAUSE: My car had some serious electrical issues caused by the heavy rainfall earlier this year. All my electrical components, including lights, wipers and turn signals, stopped working while I was driving in the rain, on the freeway to BMW MV on February 14th. DAMAGE: After a week I got a call that my vehicle had been backed into by someone at the dealership - damaging the driver's side on my otherwise pristine Z4. No further details and they tried to rush it into their in-house body shop before the damages could be assessed. I demanded that they let me see my car first and managed to get the attached photos. The electrical issues were not addressed until a month later. CHEAT: The service rep, Daniel, informed me that it must be fixed internally and they would not pay over the price set by their in-house shop to fix the damages. It was like being hustled by a bunch of thugs. I filed numerous complaints to BMW of America only to find that the dealership is a franchise owned by AutoNation who have a laissez-faire approach to customer service and accountability. CONSEQUENCES: Not long after, they made their hostility to my complaints apparent. In April, I got a call that my vehicle is ready. When I arrive on-site, I was not given a walk through of the initial causes and how they were addressed, nor the accident that happened at the dealership, or any semblance of customer service. To top it off, the vehicle was covered in dirt and had not even been given the standard dealership rinse off. The rep, Daniel, simply told the receptionist, "can you collect Mr. Z4's payments so we can get him out of here?" ...wow. I drive off the lot on my own and find there are NUMEROUS issues with my car. The side view mirror, which was clearly damaged in the pictures, was broken and not addressed, the drivers-side door panel was loud and rattling on the freeway and my convertible top was no longer working. Worst of all, evidence that someone had tampered with the brakes and allowed air in - the pedal could reach the floor unlike ever before. RETURN: I took the vehicle back to the dealership immediately, albeit angrily, informed them what they had done to me was disgusting and I would not take the car in this condition. They took the vehicle and gave me a loaner that someone else had just returned, with 1/4 tank of gas, covered in dirt and with all the last person's garbage still inside the vehicle. Another slap in the face. I tried to reach the service director, Kevin, to rectify the situation - he seemed like a good man. Instead, they've refused to do anything to address the damages. I spoke to the police who informed to me to take the vehicle to another shop to get the brakes checked for any tampering. Now, it's May 8th. It's been a month, no work has been done. I've not received any word, nobody returns my calls or emails, including the GM and the service director, Kevin. Most importantly, MY CAR IS STILL THERE. TL;DR My car was brought in mid-Feb, dealership employee backed into my car, no support from BMW of America, none of the customer service staff on-site up to the GM return phone calls. They've dragged their feet to fix things they obviously broke and my car is STILL THERE on May 8th.

Mesant Dev May 12, 2017

I called and requested service per a recall notice on a defective Takata airbag - the kind that can release shrapnel risking injury or death of the driver. A part was ordered and the service scheduled. I had to cancel the service as I was unable to make it and it was rescheduled two weeks later. I requested a loaner car on the day of the service which was granted. The day before the service was scheduled to be performed they called and told me that they no longer had the part they had ordered and received in my name, and that it would be several months before the part was available. I told them that this was an unacceptable safety hazard. After they "checked with the manager" was told to keep the appointment. When I arrived, I was again told they didn't have the part. Only after pointing out that they were jerking me around did they "check with the manager" again and somehow find the part they said they didn't have. Then, they told me they didn't have a loaner car and I would have to be shuttled back and forth. They have 160 loaner cars, but had apparently loaned out the car they had reserved in my name. After servicing the car, I was called and told my car was ready and arranged a pickup from the shuttle driver. When I arrived to pick up my car, I was told it was not ready. It was in the car wash line. Why I was told it was ready when it obviously wasn't is beyond me. I told them I didn't have time for a car wash and to bring me my car. One guy disappears after it. The car doesn't show and when I track down another coordinator to ask about it he tells me it will be "just another few minutes". More time passes. I ask the coordinator again where my car is and he is rude in response. Eventually someone shows up and says my car has a bike rack on the back so they can't run it through the car wash. They are going to pressure wash it by hand. This, after I'd already told them I didn't have time for a car wash, had an appointment to keep and needed my car. Apparently, the squeaky wheel gets the grease at this dealership - unless you make a stink, they will take advantage of you to make up for their internal incompetence. This place is terribly managed and they don't seem to have any qualms about jerking customers around. The only way I got the work done as scheduled was to get upset about it. But, who needs this kind of aggravation? There are other dealerships beyond BMW of Mountain View for service, and I certainly wouldn't buy a car there.

Matthew C Nov 12, 2016

I've never felt compelled to leave a negative review anywhere until today. i walked into BMW of Mountain View tonight with intent to find a car quick, sign papers, and give away a decent amount of money. That didn't happen. I arrived in the car I already own (also a BMW). I entered the showroom and it was clear the one gentleman inside sitting down couldn't be bothered. I paced around for a couple of minutes and another gentleman walked toward me, paused to talk to the seated guy for a couple of minutes, and then approached me finally to ask if I needed help. I told him I was interested in a new 340i. He then invited me to sit by his desk. He explained that the computer database was down (for a place hawking six figure "ultimate driving machines" you really ought to get your stuff together - this is Silicon Vally for goodness sake). He said we could walk around all of their lots but we probably would have trouble finding exactly what we want without the system working. He did not offer to show us any 340i or comparable car. He did not offer a timeline when the system would even be up. While I opened my mouth to begin to ask about this, his phone rang, and he immediately answered it right in my face. I mean, this was poor behavior. Already the experience was becoming very undignified, especially considering I was prepared to part with absurdly large sums of money. So he starts chatting with this person on the phone. He says something like "you called at the perfect time because a two series just came in. Now do you want the stick shift..." at this point I stood up and declared audibly that I'm leaving because I'm unwilling to be treated like this. Outside when I was nearly at my car he approached me and apologized. Thanks for the apology, but honestly, you did me a favor. I've been on the fence about getting a new car anyway in the era of rentals and uber and zipcar, but experiences like these, maintenance horror stories, and the frustration of haggling over vehicle cost like we are in some third world country are enough. First off, you'll never get my business, because your dealership in particular is undeserving. Second, I think I'm done with cars, except maybe (a big maybe) I'd consider a Tesla because they succeed everywhere you fail.

Ryan Fantus Oct 14, 2016

I have had an awful experience with this dealership from the day I started dealing with them over two years ago. Here's a quick summary of everything I went through: 1. I came to the dealership already knowing the car I wanted to purchase, but dealing with the sales rep was awful. He frequently misrepresented the features of the car (didn't really matter since I had done my research and knew what I was getting), lied about timelines for delivery, was frequently out of contact with me around the days the car was supposed to arrive, and was generally unhelpful. 2. The service centre rarely picks up the phone when you call during business hours, sometimes takes days to call back, and sometimes just never calls back when trying to book an appointment. The first time I was booking my service appointment, they didn't pick up the first 4 times I called over 4 days, and I had left two messages for them which they did not reply to for several days. 3. My (parked) car had gotten hit in a parking lot a year after purchase. Since the repair was fully covered under warranty, I decided to get it taken care of by the dealership. I went to the dealership for an estimate, and they asked me to leave the car with them for the day to do the estimate. When I picked up the car at the end of the day, the service rep had already left, and nobody knew where the estimate was. I called back repeatedly over three days, eventually getting in touch with the rep, who said he'd email me the estimate later. I had to call back again two days after just to get him to actually send the estimate. When I was finally ready to bring the car in for repair, the dealership mis-coordinated with the insurance company, causing the repair process to take an extra 2 weeks (roughly). 4. Two years after purchase, a bulge had appeared on a tire after a long ride. I had BMW's warranty for tire leaks, so I brought the car in to the dealership. After looking at the car, the BMW rep said the car was not covered under warranty because "air was not leaving the tire". I had repeated conversations with them saying that I spent $700 on a warranty to cover exactly this type of damage, but they said they didn't agree and would not fix it under warranty. I ended up having to call the BMW warranty line myself, and after a VERY short conversation they said that the damage was absolutely covered under warranty, and I had to coordinate the dealership with the BMW warranty people to make sure they'd fix it under warranty. The hassle to do this was unbelievable. 5. Finally, their estimates for any sort of work on the car are around 40% more expensive than small car repair shop for the same work. The point is, if you're looking to purchase a BMW, or have a dealership that offers great service, go somewhere else.

James Halpern Oct 2, 2016

Initially, the process of purchasing my used "Certified Pre-Owned" vehicle from BMW of Mountain View was a pleasant one. I pointed out a couple body issues to the vehicle and I was assured they'd be taken care of by the dealership. I informed the salesman that I didn't need any financing. I had pre-approved financing prior to going to the dealership. I was asked by the salesman that if they could get me a rate of 4.99% or lower would I allow BMW to finance my vehicle. I stated very clearly to the salesman that I was ONLY authorizing a credit check to be run for BMW financing. He acknowledged that he clearly understood my statement. I found out later that they had submitted my application to numerous banks. I left the dealership with a signed contract at 4.99%...The contract was signed around 5pm, which is still during banking hours. The very next morning I attempted to take my vehicle for a morning drive and the tire pressure indicator came on. My left front tire had a hole in the thread of the tire which was the size of a quarter. Although the tire was replaced on the same day I discovered the damage, I was very disappointed because I felt this is something that should've been discovered during the Certified Inspection Process. I dropped my vehicle off on Monday night (Labor Day) to have the body damage repaired. Fast forward to Friday of the same week (time to pick up my vehicle from the service department), which is now 7 days after signing the contract. While waiting for my vehicle at service, I decided to say hello to the fiance manager because she had just left me a voicemail message ~30 minutes earlier AND she had sent me a care box which included a BMW key chain, coffee mug and hat. She asked that I sit down so we can talk about the contact. She informed me that she was unable to get me the agreed upon financing. The rate was now going to be ~8%. Needless to say I was very annoyed and frustrated. The finance manager became very condescending during the conversation of the new interest rate..she stated "I told you that the contract was pending approval by the bank, you don't have to take the vehicle, are you calling me liar, and the state of California law indicates we have 10 days to resend the contract." In my opinion, there was no reason for a final rate to not be obtained during the initial signing because it was during normal banking hours. I asked her why did it take her a week to reach out to me. I reiterated the conversation I had with the salesman in which he stated I was approved at 4.99% and that's what was agreed to by both parties by signing the contract. She then threw the salesman under the bus by stating he doesn't know anything...Great teammate, NOT...I texted the salesman during this conversation that I was having with the finance manager, expressing my frustration about the entire situation. He offered to give me $200 (which he stated was all he was making off the sale) and to fill my gas tank up a couple times, as long as I still gave him a high rating on the survey...REALLY!!! I'm gonna pay ~$4, 300 in extra finance charges and all i'm offered is $200 and a couple tanks of gas. I took my car for it's FIRST car wash (brushless carwash) on 9/16 which is 7 days after getting it back from service. After the car wash, I noticed some black coloring had came off the car; about 15 inches above the initial body work issue. The car wash place used a buffer to make the black color re-appear. I took it in for another wash today and the color came off AGAIN!! During the closing part of the initial purchasing process, I informed the salesman that my daughter is in her final year of college and I'm going to purchase her a car as a graduation gift..and if I have a pleasant experience with the dealership, I'd definitely consider purchasing the vehicle from Mountain View BMW...due to the poor experience that I've encountered over the past 2 weeks, I doubt I'll be purchasing her vehicle from this dealership.

Fran Fran Sep 22, 2016

!! DO NOT USE THIS DEALER'S SERVICE!! If possible, I would give it less than 0 stars. Last week my 2014 x5 got a flat tire and was towed to Mountain View BMW for service. SEAN SUNDLAND was my advisor. He MEASURED the threads of all tires, put down the numbers of 5s or 6s on a piece of paper and explained to me that I needed to replace all 4 tires. He then gave a quote of $2600. I told him this was the not the price on their website. Sean made a call to service department and told me the price was not updated on his computer, so reduced the price to $1600. I asked him how about factory warranty. He answered me that there was zero warranty on BMW tires because it's a performance car and from Europe. I asked him again that tires were usually covered by factory warranty on a pro-rated basis. Again Sean confirmed to me that there were zero warranty on BMW tires. Next Monday, when I went there to pick up my car, I printed out warranty contract from tires manufacturer (which clearly states that all tires are covered on pro-rated basis) and the exact price breakdown from their website. I showed them to Sean. He then had to adjust my price again but refused to honor the warranty on pro-rated basis. He first told me that for 16-year of his experiences, he never knew this. Then he said the old tires were thrown away, he couldn't know what had left. I should keep track of the tires usage. I immediately reminded him that he had measured the tires before the service and asked him to check the work paper. Sean checked the paper and finally agreed to give 30% (though the paper had 5s or 6s on it) pro-ration, but only on ONE tire. You kidding me? Do customers have to put nails to all tires by themselves to get all the warranty?? I was trying to talk to managers, but no one was available because it was late afternoon. I left my number at front desk and asked whoever in charge to call me back. Next day, I had to reach to them to request talking to managers. Eventually a gentleman (Gary?) called me back. He insisted that there were zero warranty left on my tires. I read back the exact sentences on manufacturer's contract and emphasized that it's not only about money, the advisor was very unprofessional and treated customers like idiots. He then said that he was going to call the manufacturer directly and get back to me. But couple of days past, I never got a call from the dealer again. I owned several cars and never have had such rude, unprofessional and terrible experiences.

Sean Wang Aug 27, 2016

Auto Nation BMW of Mountain View did a bunch of repairs on my vehicle damaging crucial component without telling me, 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 DROP of oil 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 then 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 Damagewater 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 to let me know they damaged 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 pushed the dash into the clips myself and drove off. I was told to call General Management but they don't return my calls ever!?!?!

John Roy Jun 15, 2016

Auto Nation BMW of Mountain View did a bunch of repairs on my vehicle damaging crucial component without telling me, 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 DROP of oil 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 then 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 to let me know they damaged 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. Auto Nation BMW is VERY SLOPPY and INCOMPETENT, they don't have DECENCY, DIGNITY, causing more damage than good!

Sv A. Jun 7, 2016

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!

Mega Drive Jun 6, 2016

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

October 7th, 2015 BMW of Mountain View I purchased my M3 at the end of June 2015 from Tony Helmand and in the beginning he was all about his customer service, being attentive, and great allover. Until he began speaking of lies that the car was not on the property and how they needed to get access to the vehicle’s key a gentlemen had taken with him when he was off of work having no access to get the car. Furthermore, he told me that the spare key was also unavailable, don’t remember exactly why, but after I purchased the car Tony had told me that there was no actual spare key. I did not say anything but kept that noted. After being at the dealership for quit some time all of a sudden he said the car was at the dealership and took me to it. As I was walking up with my family I had told them “This is rude that he is lying to me again and the fact that the car had been here the whole time” Once I saw the car is was covered because it was getting body work done to it, they had scuffed out the scratches on the rims and on the front bumper area. I only got to peek inside the car after pulling the plastic cover, so the rest of the paint wasn’t vulnerable, after looking inside the car for a quick second I was extremely happy and could not wait to sign the paperwork. After coming to an agreement with Tony I signed the paperwork with Candice Wallace in finances. Candice was extremely helpful and loved her personally right from the get go, straight forward, cracking up jokes, giving me advise on the extended warranty, and talking about life. After the paperwork was over she never returned my phone calls and emails that I sent her over a few weeks and the same went for Tony Helmand regarding issues of my car and warranty pricing. My car had issues right from the get go because like I had mentioned earlier I only got to see the inside of the car for a quick second and once I got the keys to the car I was never informed how to start it, drive it, and use the SMG transmission. Tony never walked me outside to my car and did not pull up my car to the front like other salesmen did for their clients, I saw salesmen working with two or more clients, feeling that I was not being taken care of like others have been around me. Once I got to my car these two gentlemen had noticed I was very confused about my new car and came over to help me how to start it, drive it, and open the convertible top. Once I had left I had noticed that the rear view mirror had a huge ink leak causing the ink to move around in different temperatures throughout the day and night causing the mirror to become foggy on the perimeter. Not only was the rear view mirror a huge safety issue, being extremely hard to see at night than the daytime, the trunk buttons were not working at all. The button in the cabin to open the trunk would not work and the actual button on the trunk itself would not work. So any time I had to open the trunk I had to either turn off the car to use the key or use my trunk before I even started the vehicle. You can only image after awhile how annoying this can be let alone take a simple button for granted. Shortly after the trunk mechanisms were not working the convertible top would not work anymore. After never getting one reply from Tony or Candice I decided to drive the 40 miles each way from my house to the dealership to speak with somebody who was in charge and would actually help me. Once I got to the dealership I spoke with Sean Shah, I believe he is the finance director/manager, told him about everything I stated above about my car issues and having Tony or Candice not ever getting back to me. He had me speak with Yong Zhol, I am not quite sure on the spelling of this gentlemen’s name, I believe he is the used car director/manager, Sean me to tell him everything I had spoken with him about. Once I met Yong and after speaking with him he wanted to look at my car himself. After looking at the car he wanted one of his foremen to take a look at the car. So he drove the car around back and assigned me with Robert Flores in the service department to help me. After leaving the car there and getting a loaner car on September 3rd, 2015 I had called and emailed Robert asking, “How long my car would take” never got a phone call or email back from him. I even did the 40-mile drive to and from twice to get answers. By the second time I had enough and spoke with Gary Wilson, the director/manager of the service department. He was very sorry that this had been going on and helped me right away. I had asked him how long would my car be here for and if all the parts had been ordered for my car yet. When I had asked about the rear view mirror he told me the part was just ordered the day before when I had asked them to order the part 5 business days earlier. Now that really upset me because the car had been in the shop long enough to get the parts ordered long ago. I thought that was extremely unprofessional let alone the lack of communications this dealership has overall. Furthermore, Gary had told me that Robert had family issues and had taken some time off, which is fine, I sent prayers there way for whatever problems he was out for, but the fact of the matter is that he did not communicate with one of his other colleagues to help him out with the clients he had, is simply ridiculous, by then it had been two weeks my car was at the dealership. By the time I got my car it was 21 days (3 weeks) to the day. I got my car back on September 21st, 2015. Robert had told me that he had family issues going on and I told him that I would be praying for him and his family. But I did not share with him, the fact of the matter was, that it took 21 days to get my car done, parts were ordered five business days later, and you could have asked your colleagues to help you out, since you did not once go out of your way, excuse me, not go out of your way because it is his job, but the fact that he did not do his job efficiently and effectively. After getting my car back and placing my stuff back in it, I was checking out the new key that I had to purchase since Tony had lied to me about there being a spare key, costing me $270, I checked the convertible top to see if it was working, check the trunk buttons which did not work, and had to get Robert to come take a look. Once he got there the trunk buttons worked, thought that was very odd but was happy they were working. Once I met my parents for dinner and we were leaving the restaurant I had to place the wind deflector into the trunk and when I went to press the cabin trunk button the trunk would not open. So I went to unlock the trunk from the trunk itself with the button that was on it and it still did not open. So I had to turn off my car and open the trunk with the remote control like I did before hand, you can image how annoying this could be after not having your car “serviced” for 21 days and nobody ever getting back to you. I had touched base with Robert to get this issued resolved once and for all and emailed him as if he was a child, feeling bad doing this, but knowing he would not give me this type of information about my car. I wrote him “Send me; the original information when the part is ordered, the date it will be delivered by, and when it is actually received” Now this should not be happening, I do not need to tell someone how to do their job and treat a customer. I was at Lexus of Steven’s Creek for 11 years and not once ever experienced such unprofessionalism. Lexus always took care of my car in a timely matter and always communicated with me on what exactly was going on with it, from parts being ordered, how long the work will take, and when I can come in and pick up my vehicle. But let me tell you Robert sure did answer those questions and kept me up to date. My appointment was scheduled Tuesday, October 6th, 2015 but I had accidently place the day in my iPhone calendar on that Monday, the day before. I had filled out paperwork for an “Early Bird Drop-Off” with Alvin LLaneza, manager of loaner cars I believe was his title, has taken great car of me twice now. Thank you Alvin for being a helping hand, I seriously appreciate it cause it shows. Tuesday, I emailed Robert saying I came in on the wrong day and what is the time frame my car will be in there for? Did not get a reply by the end of the day, so I called him Wednesday to have him give me a call back, never to a reply, and today, Thursday, September 8th, 2015 called him twice and never got a reply by the end of the day. I had also called Yong Zhol about this issue of Robert not returning my phone calls or emails thinking he would help me since I was in his office Monday, October 5th, 2015 talking about everything I had written above and then some, because lets be honest here, there have been way too many wrong things that have happened here. I am leaving plenty of other issues out for the sake of time and energy since this alone is taking up a lot of my time to begin with let alone this entire car has caused me in getting it fixed. Nonetheless, Yong and I had spoken in his office for a good 30 minutes about all these issued and how horrible my experience as been at BMW of Mountain View and in the end what did he tell me “I am sorry for the experience you have had with us, I will be speaking with Robert, and you know what I am going to do for you? Is your gas tank full” I replied “There is less than a fourth of a tank in there” he continued “I am going to fill up your tank for you free of charge” I thought to myself I already told Robert to do so when I get my car back along with Robert telling me he is going to detail my car free of charge, which I had already shared that with him earlier in the conversation. For Yong to not get back to me either after just having this conversation with him Monday is absolutely absurd and extremely frustrating.

Ronnie Mendez Oct 9, 2015

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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