Dealer 2-Year Rating

Overall Rating

2.7 / 5
Customer Service
2.7  
Friendliness
3  
Overall Experience
2.6  
Price
3  
Quality of Work
3.1  
Service
3  

Dealer Reviews

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Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

Great service!

By Brad S. on 8/13/2019 at 5:01 PM. Helped by Cesar P..

My recent service experience at Santa Monica BMW far exceeded my expectations. From the minute I arrived I was greeted and treated with friendly and caring staff. My service rep, Cesar Pleitez, was outstanding plus. He kept me informed about the progress of my service every step of the way. SM BMW is lucky to have an employee like Cesar and because of him I will continue to bring my car to you for all my service needs and also recommend Santa Monica BMW to all my friends. Thanks! Brad S.

I would recommend this dealer.

Overall Rating

2.0  

4   Friendliness
1   Overall Experience
1   Quality of Work

Fuel system problems not been properly road tested

By Natalia22 on 7/2/2019 at 6:27 AM. Helped by no idea.

Unfortunately, the problem with the fuel injector system was not corrected and my car's warning system was triggered the minute I got on the freeway. I drove to the BMW service center in Palm Springs which is where the car is currently getting the repairs to the fuel system that were needed. I was warned not to attempt to drive the car as the system malfunction was too dangerous to risk driving back to Los Angeles.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Bill is the Best!

By dinggeldangle on 5/6/2019 at 4:04 PM. Helped by Bill- service.

My wife and I had multiple cars from them. They always took good care of us. Bill is particularly professional and always a pleasure to deal with. THANKS

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Brake fluid flush, wheel alignment.

By MSB1016 on 4/10/2019 at 6:56 PM. Helped by Chris Meyers, did not get the names of his crew..

I brought my car in at 9:15 a.m. and was told that it would take about 2 hours to do the work needed. Happily, the work was done - and the car washed, waxed looking like brand new - 1/2 hour earlier! Chris Meyers and his crew are the best. I would highly recommend the service dept in Santa Monica.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Superb service

By Darrell7 on 4/3/2019 at 12:00 AM. Helped by Chris Meyers.

Santa Monica BMW has great cars new and used, wonderful caring people to help you find a car that is suited to you, and superb service people! They exude the qualities that ensure that no one could care more for you.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Destroyed my car

By sammyjoe on 1/7/2019 at 11:49 PM. Helped by Manfred Guzman.

Took the car here for an airbag recall at 8am. Asked them to check the engine overheating when idle and PDC controller. Manfred Guzman, who is the most disinterested technician in the world, gave me a $5000+ estimate for major oil and coolant leaks and PDC controller change. They said they could do a coolant flush for $450. I said ok. They returned the car next day morning. No body cares to tell me anything about the service, just flicking you like a fly in a third world country government office. I took the car and drive to Hollywood. The car overheated more than it ever did in traffic and stalled 7 times in an hour of driving. It never has done that before. I took it back. They said that the Radiator fan doesn't work a $1900 service. Reminding you that I had gone for a airbag recall and occasional overheat warning (once a month when idle for more than 40 mins). I asked them for a refund since they did not fix the issue and made it worse!!! Manfred said he actually did the work, so there is no refund. I said the fan was working before i left your service center!!!! It broke because of your faulty service!!!!!! He did not assume nay responsibility. He rather said, replace the fan for $1900, another coolant leak for $1300 and still no guarantee that the issue will be fixed. It could be an engine crack and gasket leak and other garbage jargon that could cost more than the car is worth. So I asked him, you just keep changing parts and put brand new ones, until the whole car is replaced? That's your repair strategy??? I took it to Checkpoint Automotive, 3 guys with 150 years of German service experience. They fixed all the major issues in $1350 including a brand new BMW radiator fan (which I need not have to replace for $950!!!!!!), oil and coolant leaks. They also told me that BMW did not know what it was doing and they had not done the coolant flush right. They had to redo it. What a bunch of xxxxxxx!!!!!! Worst experience of a lifetime!!! Checkpoint also kept my car running on idle for 2 hours even before they called me to come pick it up, making sure that the issue was fixed. I ran the car for the entire day after I picked it up including hours of idling in LA traffic and zero issues. Go to xxxx BMW Santa Monica. What is total ripoff and a total disconcern for the customer!!! If I had the time and money I'd take you to be grilled by Judge Judy and get my money back!!! PS: I totally forgot that I had called them 4 times to schedule my Airbag recall and they were trying to dodge me because i have a salvage title. Patching me through to the manager who I left multiple voice messages. Eventually I received a postcard in the mail with their corporate number and they had to pressure these guys to schedule my airbag recall. To be fair, the only good person in the whole establishment was the lady who booked my Uber rides to and from the service center.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Dehumanizing experience

By veritasaequitas on 11/6/2018 at 10:23 PM. Helped by Bill.

Just moved here and SM BMW is the closest to me from MDR so I made a service visit, had a rear parking light go out and tire pressure light go off and thought I should get an oil change after driving across the country. Bill was my service manager and I scheduled an appointment at 7:30am, arrived promptly, was told I don't need an oil change but they'd change the bulb and put air in my tires and check the car for anything else after my road trip. He said it'd be ready early afternoon. First contact I received was at 1:40pm thinking my car is ready and I'm told they're out of the bulb and needed to order the part so my car needs to stay there til tomorrow. I had an interview and errands to run before a trip to Mexico so I was thinking 7 hours already seems ridiculous for one measly lightbulb there's no way it'd take them longer than that. I asked if there was a loaner car and he said no.. so then I asked him why it took him 7 hours to figure out he didn't have a part and notify me (I could have made other arrangements in the meantime). He just completely ignored me, restated they'd need to keep the car, not a single "sorry for the inconvenience" or ANYTHING and on top of that asked me for $1400 to change my tires. It took you all day to figure out you're out of a part and you think I'd trust you with anything else? I wouldn't trust you to pick out my gum! I was absolutely floored. I wish I could post pictures here but I did post screenshots of our leaving-much-to-be-desired exchange. This dealership is the pimple on the rim of BMW (and not wheel rim, if you know what I mean). Proceed at your own risk. Oh - the best part, when I got there, they couldn't even be bothered to put air in my tires while my car sat there for 10 hours and they tried to charge me $7 for the uber that took 20 mins to arrive, which I never even ended up taking round trip. I've never been able to describe a customer service experience as dehumanizing so congratulations Bill & Santa Monica BMW, I can't believe BMW allows this. Luxury car my ***.

I would not recommend this dealer.

Overall Rating

2.0  

1   Customer Service
2   Friendliness
1   Overall Experience
4   Quality of Work

You can wait there forever and they don't care

By djlee622 on 10/26/2018 at 7:33 PM. Helped by Chris Myers.

Terrible. Very disappointed in Chris Myers. He was MIA for 20-30 minutes as my completed paperwork sat on his counter while I waited in the lobby. I only got my car back because I asked someone else to check on the progress. I could have wasted even more time waiting thinking the client service rep actually cared to provide service.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Love Santa Monica BMW!

By oddeleon on 7/27/2018 at 6:43 PM. Helped by Cesar.

Santa Monica BMW is the best! Everyone I’ve dealt with there has always been very courteous and helpful. Sending my car there for service is truly a peace of mind!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Unresponsive and rude

By NYCMIALA on 6/8/2018 at 5:22 PM. Helped by Did not retain any names.

I'm not sure if business is so good that they don't feel it's necessary to treat new customers with any respect, but that's the feeling I've been left with every time I walk into that showroom. Both in terms of my attempts to purchase a new car there, as well as my experiences bringing in my BMW, purchased elsewhere for service. I somehow doubt this review has any impact on anything, but still wanted to express my personal experiences at the dealership.

I would not recommend this dealer.

Overall Rating

2.0  

1   Customer Service
1   Friendliness
2   Overall Experience
3   Price
3   Quality of Work

Fast service but poor communication

By ersin on 5/31/2018 at 4:48 PM. Helped by Bill.

The service was fast enough but the communication was very poor. I was telling about a problem on my car but the representative (Bill) cut me off and he said nobody will check it if there is no warning. I don't think if I will come back again. Thanks Ersin

I would not recommend this dealer.

Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Poor communication / no regard for the client

By Jin22 on 5/25/2018 at 10:06 PM. Helped by Chris.

I've been a BMW owner for many years and have dealt with Alexander BMW and BMW of Monrovia. This time around because of proximity I wen to Santa Monica BMW and had the worst experience. I was really surprised at the lack of communication and lack of regard for the client. I guess, I had been spoiled by my other experiences at the other dealerships. Long story short I dropped off my brand new car (2017 w/ 7k miles) because the check engine light was on at 7:15am and didn't hear back at all w/ an update. When I checked in at 4pm I was told they needed it over night. When I checked in the next day via text I got a simple response - Your car needs to be here till Monday. I called back to inquire about a loaner but didn't hear anything back till Tuesday when they told me the car was ready. When I got my car back I had 9 miles worth of fuel in the tank and my radio station had been switched, and my car play was no paired!! D - service

I would not recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

The worst experience ever!

By JOY on 5/2/2018 at 8:57 PM. Helped by BL.

Santa Monica BMW Service provider/dealership, Sorry, but it was the worst experience ever! And right now I took my car to another dealership to work on it, as you made my car worse! Rude and unprofessional staff, terrible service, wrong timing, and irresponsible dealership! I did not have a car for a week, and even when I got it back, you made it worse. Not only the first problem was not fixed, but also you added another problem on top of it! And you didn’t care about your customer safety! You gave my car back without fixing it, and I was stuck and had to call roadside service in the middle of the night. Absolute worst BMW dealership I have ever been to.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent services again

By WH on 4/7/2018 at 10:35 PM. Helped by Chris and service managers.

I trust and go to Chris every time my two cars have any problems. This time, Chris and two service managers (Danny and ?) did again the most satisfactory and outstanding work to fix problems of my car! I also wanted to praise the guy who brought the car to me after voluntarily washing it while I was waiting there.

I would recommend this dealer.

Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Took my X5 for recall

By Bob on 2/21/2018 at 2:12 AM. Helped by Service Rep..

My car was in perfect condition with no issue at all. After I take this car for recall, they created several issues with the car including power steering leaking pump and several other items where never was exist. They asked for about $4,000 for these items that never exist. So they damaged my car. Never, ever take your car over there. I also file a claim with BMW USA for these issues.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

RUN FROM THIS DEALERSHIP

By Melissa W on 1/5/2018 at 11:32 PM. Helped by STEPHEN GREEN, DANIEL GRANADOS, SANDOR MUMULIDIS, DEL MONTELL JR..

RUN don't walk from this dealership. They will happily and smoothly get you into a lease, but will take ZERO accountability for the incompetence when it comes time to turn in the vehicle. I was provided completely FALSE information by one of their "senior" team members (Mr. Stephen Green) that handles "preferred, highly-valued" repeat clients (of which it was noted I was one). Lucky me. His communication of completely false information has cost me over 8 hours of calls with my insurance company, auto-body shop, BMW Financial Services and the dealership to attempt to resolve without success. Time and $$$ gone with zero solutions or attempts to take responsibility. You can escalate and speak to the manager Daniel Granados, but he doesn't care either. He'll call you back an hour late from when says he will be in touch and tell you there is nothing he can do to help and how busy he is. You can attempt to contact the General Manager, Mr. Del Montell Jr. but he will not respond or take any accountability for his employees costly ineptness... The only person there with even an ounce of seemingly genuine integrity and competence is Mr. Sandor Mumulidis; unfortunately he has no power to make it right for the customer if it's going to cost the dealership any small amount of money. As I was told they're a 100million dollar dealership so good news everyone - they don't need or care about your money or business. So that said, run don't walk and take your business elsewhere.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

SCAM SCAM SCAM ALERT

By SCAM ALERT on 7/13/2017 at 1:02 AM. Helped by Lemuel Martinez.

i will be filing a claim with the BBB and going to the news station to expose your rip off scam … $7500.00 to you guys for an oil leak that never existed, on 02/27/16 . Took my vehicle to South Bay Bmw service center they gave me a quote for the exact same oil Leak… Second time this has happened with you people, Brought my Vehicle to you people earlier that year for alternator problem, Charged me a ton of money, told me it was repaired only to Break down on the Fwy, for guess what? you got it an alternator … the Karma you people must face.. OMG..

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

On of the Worst Dealerships

By Paul M on 6/22/2017 at 2:12 AM. Helped by Adan Sahyouni and Nicole Elghanian.

These folks have to be one of the worst dealerships I have ever dealt with. My advice would be to buy your vehicle somewhere else. They never follow up whether it is the sales manager Adam Sahyouni or Nicole Elghanian Finance Director. They never return phone calls or e mails. Big promises when you buy but complete lack of follow up. They really don't represent the BMW brand well.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Sloppy Sales Practice

By ichekin on 4/26/2017 at 11:22 PM. Helped by Don't Remember.

Santa Monica BMW charged me thousands $$$ for the extended protection service plan but hasn't provided the plan. They just don't have anything, but my money for 5 months.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Unprofessional. Go elsewhere!

By Ashton B. on 3/13/2017 at 9:26 PM. Helped by Rey, Jeffrey..

I grudgingly took my X5 in for a standard service (I've never had a pleasant interaction with this service center) and left a few items in the glove compartment. I picked my car back up that night, and it wasn't until the next morning that I realized by sunglasses had been stolen out of the glove compartment. I immediately reached out to my service representative who then said I'd need to "take up my complaint" with his manager, Jeffrey. I contacted and left Jeffrey a voicemail. While he did return my call later that day to tell me he'd look into it, it has now been 2 weeks (and 4 unanswered calls) with radio-silence on their end. While I'm upset about losing a pair of sunglasses, I'm irate at the unprofessionalism in which they have handled the situation. On so many levels, this is the worst dealer service department I've ever had to deal with. Next time I'll know to make the effort to take my car elsewhere.

I would not recommend this dealer.