This used to be THE BMW dealership that I loved and supported, which makes this experience…read moreespecially disappointing.
I bought and serviced BMWs here because I previously had genuinely positive experiences. In August 2025, my salesperson, Jack, helped source one of the first 2026 BMW X5 xDrive50e vehicles available after I needed a more disability-friendly vehicle following a serious accident.
Unfortunately, my later service experience was completely different.
Irvine BMW documented safety concerns by December 2025.
The December service records my request to check the brakes and my report that the rear hatch would close by itself and almost hit people. I signed that paperwork at the time because I did not understand I could decline or annotate paperwork I believed was inaccurate. My signature was not intended to mean those concerns were successfully diagnosed or repaired, and the copy I received does not document a repair resolving either concern.
Months later, the X5 was towed to Irvine BMW after a reported freeway event involving loss of braking or brake power, loss of vehicle power and functionality, and multiple warnings. Irvine BMW later represented that its work was complete, but the event was not conclusively reproduced and, to my knowledge, its cause was not established.
While the X5 remained in Irvine BMW custody, BMW App records showed about 22 miles of dealership driving. Irvine BMW acknowledged the mileage and said it was diagnostic driving. I repeatedly requested the specific authorization relied upon for those public-road drives, but I was not provided that record.
Irvine BMW also initially characterized the original BMW transportation protection film as aftermarket and later corrected that statement. During custody, the My BMW App showed the high-voltage battery reached about 0 percent.
Afterward, I experienced repeated charging interruptions and disconnections. Available battery information also raised concern about possible cell imbalance, which another BMW-owned dealership is evaluating.
The release process became another dispute. I had disclosed physical limitations affecting my ability to drive safely and was coordinating the return of the loaner and safe transportation of the X5.
At final release on August 14, I reviewed the repair order Irvine BMW presented to me and told the cashier that I could not sign it because I believed it contained inaccuracies. The cashier initially told me she needed signatures and then offered to obtain a manager.
Michael Gruber subsequently approached without identifying himself. After he objected to being recorded, I immediately stopped recording. He then confirmed that I did not have to sign the repair order as presented. He proceeded with threatening me that if I wanted the requested records, my lawyers could contact the dealership.
I wrote on Irvine BMW's dealership copy that I declined or refused to sign because I believed the repair order contained inaccuracies and placed my signature only next to that refusal notation. I was not permitted to photograph Irvine BMW's copy containing my handwritten notation and limited signature.
Since the reported braking and power-loss event remained unresolved, BMW Roadside Assistance ultimately arranged for the X5 to be towed to another authorized BMW-owned dealership for further diagnosis rather than requiring me to drive it.
A new repair order was opened addressing the braking and power-loss event, repeated charging interruptions, and the rear tailgate unexpectedly closing near people.
What disappoints me most is how different this was from the Irvine BMW I previously trusted. I cannot speak to why the atmosphere changed, and do not want to speculate if there was a change higher up than general management. I can only describe my documented experience.
Based on that experience, I would now choose another authorized BMW Center for future diagnosis, maintenance, and repair work.
I have preserved the relevant repair orders, emails, texts, BMW App records, BMW Roadside records, and supporting documentation, and may update this review when the ongoing diagnosis is complete.
