Stevens Creek BMW

by Travis on 09/15/2023

Can anybody explain how a dealership can take 4 months to repair your car and return it with a dead battery causing all of the electronic features to fail while in the freeway. Oh and they didn’t wash my car either.

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by Benny He on 11/30/2022

I really want to give a zero but I cannot. Went two times here this year, first time was for brake fluid change. The work was done relative quick, like one and a half hours but they forgot to reset my service light. Return the next day, the service advisor just searched youtube to reset my service light, I could pull all difficulties to ask them to redo the work again but I didn't. At least this was a quick turnover. If this was not too bad, 4 months later, I have an oil change service notice in my car, then I scheduled my second visit of the year here. I made an appointment online on the website, setting up for 2:30 pm. The advisor met me and told me he will check the services list in their system for me. By this point, he didn't even get in my vehicle. Came back, and told me: sir your vehicle needs an oil change, microfilter change, and spark plug change, and we cannot finish these today. I clearly told them on my first visit, my microfilter had been changed only 4000 miles ago. Obviously, they want to sell this service to whoever visits. I deferred the filter and spark plug services, which he claimed these two were more than 800 dollars in the book but he did offer me a 'discount'. The worst bit, the advisor said, sorry sir, we cannot finish the oil change today, you can come back tomorrow for pick up. Seriously? an oil change cannot be done in an hour? Why [non-permissible content removed] you guys took appointments and told your customer this could be done the same day? Never come back. If you have any knowledge about vehicles, you should not come to this dealer for service at all.

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by Rikhyl10 on 04/10/2021

My day started with an emergency at work which delayed me in getting to the dealership at my scheduled appointment time. I made one simple phone call and the receptionist made me feel like she would have done anything to get me in on the same business day so I could get the required service. She provided me options and I immediately felt relieved. When I arrived she actually walked up and called me by name and let me know my service professional would be with me momentarily. He was there in a blink of an eye and almost as quickly my car was ready to go. Washed and ready when it was brought to the front. I couldn’t speak anymore highly of the team at Steven’s Creek! I live in Monterey and I wouldn’t take my worst enemies vehicle to that dealership. Your dealership is my choice hands down! Thank you all!

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by KC on 11/20/2019

How can you do better? Start by having competent and polite people answering the phone. The receptionists / whomever is answering the phones are some of the rudest people I’ve ever encountered. They answer the phone with annoyed voices, speak incoherently, do not share their names, put you on hold for long periods of time without any explanation, and have apparently been trained to not allow customers to speak directly to humans who can help, as all they seem to be able to do is send you to voicemail. Next, train your team on customer service and HOLD THEM ACCOUNTABLE for it. Do not keep customers waiting to drop off their cars when there are plenty of your “service advisors” standing around talking to each other, studiously IGNORING the customers who are waiting to be helped. Also, if you say you are going to call someone back, DO IT. Do not expect your customers to keep calling back and getting routed uselessly to someone’s voicemail, which is never answered / returned. Consider a “secret shopper” experience to test your own customer service. Perhaps I should suggest that to corporate BMW. Following are the details of my latest service experience at your dealership. I dropped off my car for service Monday evening for a Tuesday appointment and was told that my advisor would call me Tuesday morning to discuss. Did the phone ring on Tuesday? Not at all. I called Wednesday morning and was told that they could not find any record of my service nor could they locate my car! Needless to say, this was distressing news and all I could imagine is that my car had been stolen or damaged. After being redirected to several “service” advisors (quotes intentional, as I would not characterize any of my interactions as acceptable customer service), all I could do was leave voicemails, all of which went unanswered. I kept calling back, asking to speak to a manager, left voicemails with two managers. FINALLY got a call back from a manager who explained that my service order was placed on the desk of a service advisor who had called in sick and that I had been reassigned to a new service advisor, who would call me “right away”. Of course, that didn’t happen, so I found the service advisor’s number and attempted to call and text. Guess what? Yeah, crickets. FINALLY got a call back to let me know that most of the service was done and that I’d need to bring the car back next week to complete the work (missing part, despite me letting them know it would be needed). I was told the car would be ready to go when I got there. Yeah, that didn’t happen either - read on…. When I went to pick up my car, again encountered the rude desk staff, several of whom were sitting around doing nothing, ignoring a line of people waiting. No one could find my paperwork and after several minutes, was told it needed to be printed out again. So, I waited. And waited. And waited. And finally the service advisor appeared and said the car would be brought up “in a couple of minutes”. Got a text it was ready, chased around for several minutes and was told it was being washed and was man-splained that it would be another “couple of minutes”. Seriously….took 40 minutes to pick up my car, despite calling ahead and being told it would be ready when I got there. Oh, and they parked it somewhere that made it nearly impossible to get out of the parking lot. Never again, Stevens Creek BMW. You are worse than Monterey BMW and that’s saying something, because they are absolutely terrible. At least the car was washed….but not very well.

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by SanJoseBMW on 05/27/2019

The service person walked me through the different options for service, I selected the items we would be addressing and then I signed off on the service. Those services totaled $850. That’s what the screen said and that’s the price next to the signature line. When I came back to pick my car up the cashier told me it was $1,078. After again speaking to the service person they said there was an issue with your system that doesn’t tally the total correctly. The service person was eventually able to get the price to $940 after removing some fees, but that’s still $90 more then he originally told me and I agreed/signed for. Whether it’s a system error or the person lied to me, either way I feel cheated by them. I signed for $850, was told it was $850 and came back to over $200 in new charges that weren’t presented to me, and I didn’t sign for. Nothing else to say but that I feel cheated by BMW Steven’s Creek.

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by llatasa on 05/16/2019

Very efficient and professional

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