Does anyone else feel like they are getting ripped off by the Service Depart? I have been a loyal customer of theirs since 2007 and this past service was the worst experience that I have had. I had brought in my X5 on 9/23/16 to fix an issue with my electronic emergency brake. After my wife dropped off the SUV, the Service adviser had contacted me stating that I needed to pay for a diagnostic test to figure out what was wrong. I agreed and the service adviser told me that I had 2 options, pay $323.40 to replace the broke switch and "hope that this fixes the problem" or pay $2544.67 for a complete braking module. The way that she had said this already did not make me feel good. You would think that after doing their diagnostic, that they would have a definite answer for what is wrong. I opted for the switch but requested to have the old switch given to me. When I arrived, the mechanic had thrown the old switch away?! How convenient for them! On the day I went to pick up my SUV, I paid my bill, the parking brake was fixed and worked fine. I did notice however that my radio stations had reset and now my air vents did not work properly. I called the service adviser back immediately to let her know of the problem because I was on the way to pick up my children. She said she would call me back right away. After I had picked up my children and still with no phone call, I drove directly back to Steven's Creek BMW for them to take a look at the car. One of their master techs came out to look at the car and he had no idea why it happened. I had explained to him that I suspect that the mechanic that worked on my car may have inadvertently short circuited the wires when connecting the new parking switch. Because my radio stations had been reset. One of the advisers immediately became defensive and said "Is the time correct on your car?" I said yes, then he said, then he did not disconnect your battery. This also made me very suspicious. I mean if you disconnect the car's battery and everything resets, then it is very easy to set the time. Their problem was, they could not set my radio stations because they did not know what they are. I own 4 vehicles and all the stations are the same in each one. The Service manger told me to leave my car and if it is their mistake, they will fix it. Two days later, I receive a text saying that I need to pay another $215 for another diagnostic test. Didn't they just run a test the 1st time? I told them that I do not agree to the test and that the problem occurred while my SUV was under their care. Why do I need to pay for another diagnostic test when the mistake happened under their care. I told them, I would need to speak to my attorney because I feel as if I am being ripped off. Almost 5 days later, the Service manager along with the adviser had given me a call back and said that it is not their fault and that I need to pay for another diagnostic test. I am wondering now, how exactly do they know it is not their fault without running any sort of test? If they had told me that they had run the diagnostic test and that the air vent was not working because of a bad motor or something, then that would have been the end of the story. I would have told them to replace it and would have been on my way. Instead, they tell me it is an electrical issue! Hmmm, didn't I mention to them that I suspect that my battery had been disconnected?! Could their mechanic have made a mistake, which all humans do and inadvertently shorted my system? That would explain why my system was reset! It also doesn't help that the Service manager has a chart in his office with the number of service sales with a happy face. Now I see why the adviser was trying to up sell me replacing a complete braking kit even though I didn't need one. I feel because I did not pay for the complete brake kit, that now something "conveniently" went wrong with my vehicle under their care. At this point, I DO NOT Trust all these new faces at Steven's Creek BMW. I do not know if they had "conveniently fixed" anything else in my car to fail so that they meet their SALES GOALS. I had also asked to speak with their GM Rax and they said that they would let him know and that Rax would give me a call back. Still no phone call! On 10/07/16, I went to speak with Rax in person, but he nor the Service manager were there. I spoke with the adviser again along with a master mechanic and they told me that they looked into the issue 2 more times and could not figure it out. Then they said, right before I arrived, that the problem is my battery. They said that my battery is now down to 30% and it should be at 60%. Keep in mind, the SUV was running just fine before this incident! In my mind, if my battery is that low, then by their logic, shouldn't my radio stations be reset again? I towed my SUV to a mechanic to investigate the cause of the issue and to run a thorough inspection. Please contact if something similar has happened to you! read more

This is your warning not to buy anything from BMW of Stevens Creek. My experienced started off as a nightmare and let me tell you it did not end there. So, 7 months ago, my wife found a BMW GT that had just arrived at the dealership as a trade in. She found this car online with no picture, so we decided to stop buy and take a look... a sales guy quickly found us which was great, However he kept beating around the bush and showing us other cars until I insisted on seeing the car we came to look at.. after about 1.5 hours we finally seen the car but we could not test drive it because it was dirty??? Yeah okay sure. I asked him if we could set up a time the day after to look and drive it, he said of course but then continued to try and sell us another car. So, the next day we went in at 11 am just as he asked us to. Guess what that guy had the day off so we left and called the next day and spoke to Manual again. same story we went down there and to our amazement he was working, However the car was still not ready to drive. he gave me a list of BS. has to go through smog, then it was wiring, then he said well its almost ready but we need to paint the bumper and put all new tires on it. that process took over 2 weeks... after all that we still went in and test drove and purchased the vehicle. mind you the tires were still the same tires with stress cracks and the rear bumper was not touched... the day after we bought the vehicle we took it to Tahoe... During that time the car was smoking (GASKET leak) the moon roof did not work and the tire had a bubble on the side wall. the bubble started from one of the stress cracks guess they never replaced the tires. when we returned home we brought the vehicle to BMW we sat down with our service advisor and went through everything #1. Sun roof #2. Oil leak, tires, paint, Keyfob stopped working... He read everything back to me and then put us in a loaner car. I was excited for that part like wow maybe just the sales team is a bunch of D bags. anyway 1 week later we get a call that the car is done. they fixed everything WAIT maybe not they forgot to paint the bumper and replace the tires. So, I called out SA and explained. He said well that wasn't in the notes. I said yes it was im looking at the notes as we speak in your hand writing.... We then set up another APT for a week out. During this time the rear tire was deflated had a cracked rim that looked to be previously welded.. When I left to go to the dealership the right rear was sagging... rear airbag. Told the SA when I dropped it off... He called me 2 weeks later and said we have a problem. I said WHAT now... He said your warranty won't cover the airbag for the suspension $1400.. and you have another issue. I said wow your like Santa Clause. He said well you have RATS under your hood that are eating your wiring. Told him BS man you had this car for over 2 weeks. I went outside and checked my other cars and nope no rats, So I called my friend at the dealership down the street and he says they always have RAT problems because they have a creek behind them. Plus, he said many customers have claimed to of seen mice or Rats in their parking lot... Anyways they made me pay out of pocket for that... So, after the repairs were done I get the car back and to my amazement the paint was still not done and the tires and rims were not touched as well... 25 miles on my way home a drivetrain malfunction light came on and the car was not driveable so I had it towed to the dealership. They did a software upgrade and sent me on my way.. Since then this car has done the same thing 4 other times but the fix was to turn the car off and back on and boom it worked until the last time. a week ago, the car died on the freeway and is now waiting to go back to the dealership, but this time I am having the car towed to a dealership elsewhere. These guys are not worth your time and just argue with you that everything is your fault. and to add another note no one will ever call you back. The Manager said he would up our warranty then never called back or returned the many phone calls. I will seriously slap this guy in the face if I ever see him again. HUGE WASTE OF TIME AND MONEY. read more

This review is based on my experience with my sales consultant: GORDON WINANS...and my overall experience at SCBMW and the outcome of the sale. Yesterday around 5pm my boyfriend and I went in to Steven's Creek BMW with hopes of trading in our used truck and purchasing a BMW convertible. I was steered towards a sales consultant after I wandered the lot for a moment (they gave me the perfect amount of time to walk around and be comfortable before anyone approached me) and once someone did, I didn't feel 'pounced' on...which was nice. Most experiences I have had in prior years always seemed to be the same, UNTIL....yesterday. Our consultant was NOT a 'sales shark'....infact he was so GENUINE and helpful it almost felt too good to be true, except thankfully... it wasn't! The experience from start to finish really was beyond AMAZING! ...GORDON WINANS, our consultant really was above and beyond my expectations. BMW of Steven's Creek should feel extremely lucky to have him on their team of professionals. Gordon put up with my million and one questions I had about an assortment of cars I was interested in. My boyfriend and I are a young couple, but he took us seriously and treated us with absolute respect. It's interesting because when I first arrived I knew I wanted a convertible, but I didn't know all of the specifics that mattered to me when purchasing one. Gordon was highly knowledgable about the 'specs' and details on these BMW'S. I felt like any question I had, he could answer with a SOLID and honest answer. The details and sales part of it aside, I also can't describe how GREAT Gordon is as a person... NOT a 'SALES person' who is only programmed to sell. Infact, I never once felt like he was thinking about commision, even when I was debating on a new or used vehicle... Gordon made our experience entirely too easy and fun, I wouldn't have changed a thing. LONG story short I ended up purchasing a BRAND NEW BMW convertible that I absolutely LOVE. He found the perfect vehicle that feels crafted to all of my needs and wants....I honestly couldn't have done this vehicle transition without Gordon's help. He was even able to talk with the Sales Manager and insure that they gave me the highest possible 'Kelly Blue Book value' for my truck....I think their offer fell a little short of the amount I needed to pay off my truck, but Gordon had the manager up the ante, and they payed off my truck in full with their final trade in offer for me, which I excepted. It was an exceptional offer to say the least.... After we purchased the car, Gordon took us down the street to fill up our gas tank. I drove off the lot with hardly any money down (Thanks to my credit - AND GORDON) and thanks to everyone at SCBMW who made it all happen! Today we came in to get the car detailed, and Gordon was just as AMAZING today (even after the sale was done) as he was yesterday to us. He gathered up some coffee and cookies even though the cafe was closed :-) Ok...so that might seem non- important when you're at a car lot....but in my opinion you should feel GOOD when buying a new car, and my experience starting yesterday, and finishing today....was GREAT. Exceptionally great, and when it's time to buy our next vehicle. I'll be right back HERE. And finger's crossed...Gordon will still be here. Thank you! read more

If I could I would give zero stars! This has been the worst customer service experience with a service department in a dealership and you would think that because its BMW you should expect more. In any case it all starts with the service advisors who in my opinion are unqualified in everything from customer service to bmw technical knowledge. I went for a recall on a "combox", something that according to service advisor riccardo forleo and service manager chris hansen, is so common and routine, it would not take more than a day, boy was I in for a nightmare! First I was lied to by riccardo who said my car was all taken care of when it wasn't, given that bmw assist back office was not able to see in their system that my car had been upgraded to the latest wireless technology and therefore could not assure me that the system would work correctly. They insisted that the dealership, stevens creek bmw, needed to finish the job properly so that their computer system would recognize the upgrade in the combox and my safety features would work correctly in case of an accident. After a struggle of going back and forth with riccardo and the service manager chris hansen, I was finally reassign to another "very qualified" service advisor, sarah scherzi, who to my surprise was even worst because once I left my car, I never heard from her. I left her voicemails, sent her texts, called and asked to speak to her but she would never come to phone. All in all, this entire experience was a big frustration! My car spent two weeks at stevens creek bmw and during that time I was told on three separate occasions that it was all done only for to call bmw assists customer service to confirm that in fact nothing was done to the car. In the end, I could not take these people's unprofessionalism, lack of sympathy and plain ignorance anymore that I decided to take my car home without a properly working bmw assist feature on my car. I imagine the dealership decided they would not care for a non paying customer that was covered by a recall and therefore they would not do much to get to root of the issue. The problem is that by doing that they are putting peoples safety on the line because in case of an accident people might not be able to get the help they need. It is unfortunate that some dealership will do whatever it takes to make a sale when you are trying to buy a car but when you need their help to keep your car working properly, all you get is silence, unless of course you are paying even more money. The entire system at stevens creek bmw service department failed and trying to get assistance from a "manager" is worthless given that they all pretty much cover each other out when they just don't want to perform appropriately! I truly hope somebody at that dealership sees this and decides to do something about it. In the meantime for all those paying customers thats expect expertise, professionalism and good customer service, I would suggest you think twice before going here and for the non paying customers (i.e. recalls) I would say don't even think about it! read more

Finally was able to get my dream car: a new BMW Z4 (Convertible). The quick test drive & 3+ hrs. leasing/contract experience was as good as to be expected. The nice surprise were the follow-up extras that arrived in the mail: special invitation to test drive the new M6; calendar, etc. Where things went off in a bad direction is that we were provided the WRONG information regarding lease mileage terms, which in turn, will cost us $1000's of dollars. At the time we signed the lease, my commute was 50 miles+ per day; therefore,we signed up for the high mileage lease because we were told we could at any point in our lease change our mileage agreement. I explained to Russ, our sales representative, that there was a chance we would move closer to my work, which would lower my mileage significantly. Because we were assured that we could change the terms in the future, we were fine with paying a high monthly lease rate in the meanwhile. When my husband and I decided to move closer to my work a year later, and I reached out to Russ, it became obvious that customer service ends as soon as you leave the lot. Russ was cordial on the phone, but very slow to follow-up. The first time we spoke, (a week after I called and emailed him) he said he would check into the process of changing the terms. Why he didn't check before calling me back is still a mystery. After waiting another week for an answer, I called BMW Financial Services myself and was informed that Russ gave us wrong information: we could NOT change our lease terms to LOWER mileage, we only had the option to increase. The rep. I spoke to was sympathetic, and suggested I reach out to the General Management to put in a formal complaint. Instead, I decided to contact Russ again to allow him the opportunity to make things right himself. BIG MISTAKE. Russ changed his story completely the next time I talked to him. All of a sudden his stance went from checking on how to change the lease terms to accusing me and my husband of misunderstanding the lease mileage terms (i.e., that you can only increase mileage). I remained polite on the phone though I was completely furious. Russ called me a couple more times with no additional information or resolution. I think he was just trying to feel me out to see if I would still put in a formal complaint with the GM. It is more than a month later, and there is still no resolution. At this point, my husband and I are thinking we will go across the street to the Mercedes dealer for our next car. We are very disappointed, and do not recommend this dealer. If you are in the market for a BMW, consider going to a different dealer. If leasing, choose the lowest miles possible (it's cheaper to pay the penalty if you go over, or increase your mileage halfway through your lease). I hope our expensive mistake helps someone reading this..... read more

I got my X5 alignment last year November 2013 and found out that the service technician scratched all 4 rims because of the alignment device attached to it when they do alignment. I called Erin who is my service advisor and told her about this so I bring my car for her to check it out this morning and she brought the service technician that did the alignment to check it out and he said that the rims was scratched not at their fault. Erin offered me a shop that can fix at $250 each wheel. I told Erin that I disagreed with the technician and would like to talk to her manager. She said that I have to wait till Monday next week because he is NOT working today and his name is Scott Fuller, Director of Fixed Operation. Yeah right, he is not working while the service operation is going on.... Now I am little concern because how do I trust their own estimate so I ask Erin if I bring my car to different shop for 2nd opinion and she said NO. Now it is so obvious that they are not admit that they did it so I ask her if you said NO, can I have in writing that you telling me your shop/technician did not damage my rims and she said NO. Wow.....Now there is an old guy sit next to her cubicle jump into our conversation and telling me that I need to stop harassing her since I am very agitate and whatever I want I can talk to Scott Fuller on Monday next week. Where are you Scott, see your employee how they treat your customer? I feel frustrating about how they treat their customer & unprofessional attitude. Of course this is not the first incident since my other BMW car was damaged badly on the door when the service technician careless let the tool cart slammed into the door and cost 2K to fix it and sit in the body shop for 2 weeks. Today is definitely the last time I visited this dealer and no wonder Yelp rating this place only 2.5/5 star. I will bring my car to BMW Mountain View next time. Stay away from this place. UPDATE AS OF 12/5/2014: To BMW customer review response team, all my rim got scratch from the inner side of the rim lip, how can that be a curb rash, it had the same similar scratch patterns in all 4 rims. BTW, when I asked Erin to put in writing that the shop/technician did not damage my rims and she said NO", Why you denied it if the shop did not scratched my rims, plus the guy sit next to her jump into my conversation and told me that I harassed Erin when I asked her in writing. In Addition, I sent email to Scott the next day after the incident and he had never contact or reply to my email. LOOK AT BMW OWNER RARING ON GOOGLE, YOU ONLY GOT 2 OUT 5 STAR BTW, I PUT MY REVIEW LAST YEAR AND YELP REMOVED MY REVIEW FOR SOME REASON, MAY BE THEY FAVOR BMW BECAUSE BMW PAID YELP? I DON'T KNOW, BUT REMOVE USER REVIEW THAT HAD BAD EXPERIENCE WITH THE MERCHANT THAT PROVIDE THAT SERVICE IS UNFAIR AND UNETHICAL. read more

Service Department SUCK period. No fucking Warm Welcome Attitude. They think they are the only people that working hard or something. 3 strikes and I am out of here too. And don't even fucking bother to send email surveys if you guys are not fixing the fucking problem. I wish I wore hidden cam to prove my points. Otherwise, ppl will think I am just Yelping. Honda Service Department did wayy better job than you guys did. The service department need serious audit from their own firm. I would take my chances at other auto shop. Don't do customer service if you didn't have the skill to do so. Learn to smile and give a shit about your customer. This is my first yelp review ever!!! I am real and I am not bullshitting. I am high tolerance person so you decide what's up. It seems Kevin from Steven Creek did a follow up even thru yelp so here is more detail. SO you know, I did do the survey every time and they were always the bad one and you guys never follow up. The girl at the loaner/cashier department, with the long finger nail, What kind of customer talent she has? Since when "Yeah what you need?" customer greeting works? And she is still there. So I wonder what you guys do with your surveys? Patrick Minnehan - Where is the greeting and the smile? you think you work very hard? it seems he judges himself on who to give a rat's ass and who's not by looking at the customer he deals with? I may look young and immature, but I am a high-level corporate manager. Geez Go build some customer skills and know your work position and skillsets required. Pleaseee Awesome services from "Tyler" and "Claudius" from past experiences And what the fuck with 20-30min wait time, every time, for the advisor to show up and talk to you. I never have to wait more than 5-10min at Honda Dealer. yeah Honda Dealer. Busy is not a fucking excuse. Everyone's busy. Go audit Honda Line in Southbay Milpitas and compare your line. please First day of Service, I was waiting in the car for more than 20+ min, nobody to help me and when one of your members drove in McLaren, everyone had the time to come out and chit-chat about the car. Yeah I had to wait additional 10+min to get my service. It was awesome experience. Save the trouble, I am not contacting your director or anything. And I promise you that I am not coming back to service ever again or buy from you guys until I see more stars rating here. read more

This service and possibly the entire dealership is the most unethical,immoral untrustworthy humans I've ever dealt with......Stevens Creek BMW sabatoge their customers vehicles, so they can be retruned for more service......Since May of 2015 I've spent over almost $13,000 between Stevens Creek and Mountain View BMW, and all because of the sabotage at Stevens Creeks......I was told my my tech Patrick I need a gasket ($4900), a new $500.00 battery, what he didin't know was I have a receipt of a brand new BMW purchased through and independant certified BMW service tech, one that was only 3 months old......My tech told me my spark plugs required replacing after again 3 months (he replaced them without my permission) and my injectors required replacing...... When I refuse the work on the injectores he left the (Mountain View BMW has the picture and video) oil valve open and oil spewed out of the entire car.........It's time the Americans to find out how BMW North America rip their customers off and expose them. Bye the way I have before and after pictures and video from an independent certified BMW service tech......I'm going to love when the media shows up and . I spent over $5,000 at Stevens Creek BMW and the engine light was still on, as I drove off the lot........Remember the perfectly find injectors should have been replaced for another $3000.00 and the service tech Patrick smirked at me.......Today I know why.........It's time to expose BMW North America. Shop at Steven Creek BMW and BMW North American is just as guilty..........I will never purchase another BMW, which is sad because I love the car when It's working and I"m not being robbed at gun point......STAY AWAY FROM STEVENS CREEK BMW!!!!!!!!! BMW has lost a good customer for life.....Hell I've spent almost $13,000 in sabotage since May of this year.........BMW should be banned from America, I will never purchase another!!!!!! PS, I left Mountain View while waitng at a traffic ligth across the street my anti freeze light came on and smoke began spewing from under the hood. This service estimate is $4,700.00 Anti freeze worked fine prior to the oil leak ...........I'm done with BMW, purchase one at your own risk...... Oh yeah this vehicle was purchase from East bay BMW as having no accidents and I discovered that too was a lie.......TrueStory!!! read more

DO NOT buy car from this dealer !!! This deal is selling you a defective car !!! I purchased a brand new 2020 X7 from this dealer. And the car was broken after 7 days driving: 1. The touch screen is 100% off, I can not control anything on the display. 2. The bluetooth wipe out my and my wife's phone (Andriod and Iphone both) connection 3 time a week, which mean we need to reconnect/reconfigure our phone connection every other day. 3. The battery is dead permanently, the error signal was on when I purchased it originally, but the sales told me it will be back to normal after couple days driving. But after 1 week driving, the battery error signal is still there, and need to be replaced. 4. The rubber seal on the frontend hook is coming out, and looks really ugly and do not match the BMW brand at all. 5. The auto lock is not function at all. After enabling this feature, the auto lock still not working at all. This feature is very normal one on any premium brand car back to 5+ year ago. I personally own another Acura and Tesla, all of cars have this function and there is no problems to use such function in the past 3 years. 6. All of the cellphone app remote control function is not working on my car. I can not lock/unlock/flash/horn the car via the phone app. I drop off the car 5 calendar days (4 business) ago. And service department is still working on it, from the time it took, I can definitely tell this is not a small issue. Since the service adviser told me, replacing a new battery will only cost them half business day. So for sure, there is a huge defective on this brand new X7 car. I am really surprised that this dealer will sell defective car to the customer, especially on such high end/premium 7 series product line. ----------------------------------------------------------------------------------- Update @2020-06-24: After 5 days waiting, today afternoon the service department just called me back, saying the display is totally off, and can not be fixed by them. So they decided to order a new display from BMW, and the new part will by arrived in Friday(so another 3 business days waiting). And then they will need to replace the display part completely! Can you imagine this is what happened to a brand NEW X7, with 7 days driving and only less than 200 mileage. read more