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-- Misty H.

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-- Eloni T.

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-- Tom D.

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Recent Reviews from BMW of Fremont

I had to deal with BMW Fremont this time because a couple of days ago, the key fob, digital key, phone app key all stopped working. I set up an appointment for 10:20 AM, Friday, Jan 15th, 2020. On Friday, I called the dealership at 10:20, and I learned that it is not at 10:20 but a window of 10 to 11. I don't know why they tell me that appointment is 10:20 when it is a window. I called again at 11:20, and they told me it is an hour and 30 min window. I also called at 1:30 PM, and then they said, sorry, we have to reschedule the appointment. I asked them to connect me to their manager, and then they told me that they would come and pick up the car soon. They came and picked up the vehicle at around 3:00. I got the call from Nilesh Lal (My service advisor) around 4 PM. He told me that the key fob and the digital key need to be changed, and they need me to come to the dealership and authorize it. I told him that I could not come today and come tomorrow (Saturday, Jan 16th) between 9 and 10 AM. Nilesh mentioned that he is not working on Saturday but asked me to talk to Ed when I go there. I went to the dealership around 10 AM and spoke to Ed, and he said that Nilesh didn't tell him anything and asked me to explain what's going on. He walked to the car and used the key fob, and the vehicle got unlocked. I asked him, did you guys do anything and he told me nothing. It was like I lied and sent my car without any issue. So, I said to him that your guy picked up the car yesterday from my home and could not unlock it. Then he tells me that he checked the computer yesterday and didn't find any fault. Do you see what is going on here? First, Ed told me that Nilesh didn't tell him anything, then he said they didn't do anything, and then he is telling me that he checked the car software and didn't find any fault. Ed told me that there is a software update available. He doesn't think that should be an issue. Still, he can update it and asked me to come back after 3 hours. I used valet service to pick up the car to remain safe and not get exposed. But they asked me to go and authorize the key and then told me that the key is completely fine, no need to replace it but come back again after a few hours to update the software. I went back around 2 PM, and when I reached there, they told me that they updated the software and found out the battery of the key fob was weak, so they changed the battery. I don't think it was just the key fob's battery because the digital key and the phone app were not working. I believe the thing that fixed the issue was resetting the car's computer, which happened when they checked for the fault. I talked to them five times on the phone, visited the dealership two times, and used the valet service. What a waste of time to manage a $100,000 car from a company like BMW?

Yogesh Agrawal Jan 18, 2021

My 5 star rating is based ONLY on the excellent service I received from Jeff Jones. He was very courteous , professional and responded very quickly to my texts answering all my questions regarding the additional work being done to my car. However my experience in getting a loaner at the ?Loaner? Counter was TERRIBLE. When I called to make an Appointment to bring my car for service, the person who made my appmt advised me that there was a recall on my vehicle and it needed to be fixed and that I would need to leave my car overnight and that they would provide me a loaner. She gave me a 9:00 am appmt. When I brought my car at 9:00 am and was asked then to go the ?loaner? counter, the two gentlemen at the ?loaner? counter (who were not very courteous), informed me that they did not have a loaner for me and that I should?ve been there at 7 am if I wanted a loaner. I had to rent a car through Enterprise but I did not have my credit card with me since In my mind I was just dropping off my car quickly. I needed to get back home for a conference call at 10:30 am. I basically just grabbed my keys, phone and drivers license before I left my house. The gentleman said I had three options: 1) to stay there ?? or 2)take the shuttle to bring me home to get my credit card 3) just to bring me home . Unfortunately I did not have the luxury of time to do that since I had to get back home for a conference call and had a busy afternoon as well and needed a car. I did not anticipate dropping off my car would take an hour and a half. I asked to speak to the manager. She was telling me the same thing that they didn?t have any loaners, to take the shuttle to go get my credit card and come back to rent the car through enterprise. I explained to her that I had to get back home For work to do a conference call to which I was late. She then suggested for me to call home and ask someone to read me the numbers for my credit card which luckily someone was home. Apparently they found a loaner as I was calling home to get my cc number. I have no problem to follow the rules had I known that I should have been there at 7:00 am in order to get a loaner. For sure I would have been there at 7:00 am and also had she informed me (whoever made my appmt) that I needed to bring my credit card. I would have also done that easily to avoid all these. They need to train better the employees making the appointments and make it clear that loaners are on a first come first serve basis. I was under the impression that since she informed me that I needed to leave my car there overnight and also offer to get me a loaner, that it was already ?RESERVED? For me. Why wouldn?t if they know I need to leave my car overnight and offering to give me a loaner just reserve it? I even mentioned to her that I needed a 4 door car vs 2 doors since I am claustrophobic. I was not a happy customer (loaner experience). As I mentioned my rating of 5 star is for Jeff Jones only.

Lourdes Donaire Feb 29, 2020

This might just be the worst customer service experience of my life. Brought the car in for servicing. Jeff promised a call by 2 pm to provide an estimate. No phone call. So I called near the end of the day. Waited on hold for 20 minutes, was told that Jeff was with another "guest" and that they would leave a message for him to call us when he'd finished up with that guest. No call. The next day I called. Was only on hold for 10 minutes (was hopeful!) Same scenario...our guy was serving another guest and would call us shortly. No call. On my 4th phone call, I asked to speak to a service manager or for that matter, anyone there who would return our call. I was told that a service manager would return my call in about ten minutes. No one ever returned our call. Called back to ask if we could just come in and pick up the car so we could take it to a different dealer. They promised to have someone call back. As I predicted, no call back. On the 6th day after we'd brought the car in, my husband finally got through to our service concierge (the aforementioned Jeff), who gave us the estimate and then claimed that he'd texted us, then followed up with an email. We'd received neither. So why in the blazes after he'd hadn't heard back from us did he not think to pick up the phone and call? He's either an ineffectual idiot, doesn't know how to make an actual phone call, or has no idea what "customer service" is all about. Maybe it's because they insist on calling the customers "guests," and not that old-fashioned term: customers. So six days after we'd originally brought the car in, we finally got an estimate of what the repairs would cost. We'd brought it in for basic servicing and to repair a faulty seat belt. The entire repair estimate was FIVE TIMES OVER WHAT THE CAR IS WORTH. Replacing the seat belt alone was quoted as $500. A DIY seat belt replacement would have set us back a little over $50. And this doesn't count the $500 we had to pay for a loaner during the time we got zero responses from the service department. I've always known that you pay a premium going to a dealer for servicing. But even when I expected a bill that would maybe be double what we'd pay to our local mechanic (who is both exceeding honest, responsive, and quick) we didn't anticipate having to bend over and take it up the rear from BMW Fremont to the tune of an exponentially higher cost than what would be charged elsewhere. But it got worse. (You're thinking that's not possible, right?) First, the cost of the oil change (the only charge we would authorize) coupled with the cost of the loaner car set us back over $800. We shoulda gone to JiffyLube...it would only have taken 15 mins and cost less than $100. And we wouldn't have needed to pay for a loaner. Then when we went to pick up the car from Fremont BMW, it took 30 frikkin minutes. Not acceptable. They asked hubby to sit in the service bay while they brought the car around, and NOBODY went to check on why the car hadn't been brought around yet. The only explanation is that their "fleece the guest" strategy had not been successful with us, so they turned their attention to other potential victims they could fleece. The worst????? When we got home from the drive down to Fremont, in desperation hubby fiddled for less than a minute with the seat belt which would have cost $500 to replace, and found that a squirt of WD40 resolved the problem. What the.....? Obviously, the Fremont BMW service gods determined they'd be better off recommending a $500 solution than actually testing the seat belt to see what the problem was and whether they could fix it. Beth K said in her Yelp review that BMW Fremont is "super shady." She was actually very kind. If a local mechanic had pulled some of this crap, authorities would shut him down and put him out of business. Even if I were willing to get another BMW (and this experience completely soured me on the brand), I sure as heck would NEVER buy one from BMW Fremont. They should spend less time with focus groups trying to find a term to use to replace "customer," teach their service concierges how to make actual phone calls, and allow their "guests" to leave voicemails rather than entrusting the phone answerers to give them messages. (I can't recall the term they use for the operators who answer the phones.) Just about the worst customer service experience ever. If you find yourself tempted to give them a call, just check yourself into the loony bin right now, because that's where you'll be after you deal with them...only you won't be able to afford to go to the loony bin after they finish fleecing you.

Karen Nichols Jan 8, 2020

I purchased a used Subaru Legacy from BMW Fremont on December 23, 2017 for my daughter. Since she was going to be living out of state at college I decided to purchase an extended warranty for $3,490. Yuriy was the finance representative. I was told by him that this was absolutely refundable as long as I let them know to refund it by December 28, 2017. Also, while I could have paid cash for the entire car, since the financing rate was so low, I decided to finance a portion of the purchase price. I was told at the time of purchase that if I decided not to proceed with the warranty, then it would reduce the principal by that same amount. The same evening I purchased the car I went to the Subaru dealership around the corner from BMW Fremont. I was able to purchase a better warranty directly from them for $2,500. So that same evening (December 23rd) I informed BMW (via message and email) that I had purchased the warranty from Subaru and if they couldn't beat the price then to refund the amount. Since they did not confirm with a price to beat it, I again reminded them December 27th to refund the amount. Yuriy responded via email on December 27 that he would "get the cancellation of the policy today". He never did. January 4th he responded via email saying that he had been very busy and was just then sending me the cancellation form. I completed it, scanned it and emailed it back January 5th. I received an email from him saying "Thank you, the money for the warranty will go to the bank you will be credited 3490.00 towards total amount financed, so your final invoice will be 11054.67 pus interested." Keep in mind this was before the first payment was due to SafeAmerica (the credit source arranged by BMW Fremont), so if they had refunded properly at that time there wouldn't have been further complications. This seemed cut and dry, but it is now March 20th and this still hasn't occurred, even after my talking to Yuriy's supervisor Sean on the phone (and sending him the documents via email again) on January 22nd who only at that time told me it could take a few weeks to process. Since then, even after more repeated attempts and even informing BMW I would be submitting this to the BBB, no one contacted me to confirm resolution. I submitted to BBB today. Will see what happens. Conclusion: Do not do business with BMW Fremont. I assumed that because it is BMW they would have some integrity and sense of customer service. However, they have not had either of those, even in a clear cut documented case.

David_R Mar 20, 2018

RUDE, CARELESS, PATHETIC and DOMINATING. If you want to have a worst ever experience in customer experience please visit this store. IF YOU ARE READY TO GO VISIT THEM DAILY TO FIX YOUR PROBLEMS WITH THE CAR AND GET MORE PROBLEM THEN CHOOSE THIS DEALERSHIP. Else if you want to be respected as a customer and treated with proper service find some other showroom for sure. PLEASE DO NOT CHOSE THIS DEALERSHIP UNLESS YOU ARE READY TO BE TREATED RUDE AND READY TO SPEND EVERYDAY IN THE SHOWROOM COMPLAINING THE PROBLEMS AND NOT GETTING IT FIXED. No where else in the world you can be treated so worse. To start with: Jan 26th 2018: We liked a CPO car online and we walked into the store. We test drove the car and decided to move forward with the number. One of the finance manager came and spoke to us in the rudest way possible. He literally yelled us for asking a possible warranty extension on a CPO. He thinks as though he owns the BMW company for himself and every customer is there for asking free stuff from their store. After explain more he came back and scribbled an amount on a piece of paper and said "this is what i can do as you were requesting for deal" which made us feel very irritated. Anyways we ignored his behavior thinking every office will have one such person. When we left the showroom we were promised that auto detailing will be done for the CPO car based on reservation available. There was a Tire pressure notification in the car and when asked it was told that its just air in the tire and they will fix it. Jan 29th 2018: Got an email from sales executive on availability for dropping the car for auto detailing so that she can arrange the loaner car. We agreed upon a date of Feb 2nd 2018. Meanwhile there was problem with tire pressure so we fixed the air pressure thinking its air problem. Feb 02/02: When I went to drop the car, no one responded properly for getting a loaner car mentioning that no one requested for a loaner car. I had to show them my email to the executive that I needed a loaner car. They made us wait for 45 minutes before they can figure out that mistake is on their part to not set the loaner car. It was promised that the auto detailing will be done in maximum of 3 days. Feb 02/06: I email the sales executive and get an answer that she will update me in a day but did not get any update. Feb 02/08: I email the sales executive and get an answer that she was out of office on personal emergency and she will get an update from the manager. Later she mails mentioning the car will be ready to be picked up by 02/10. Feb 02/10: I email the sales executive asking for her manager’s contact as there is no update. Feb 02/12: I got an email from sales executive with her manager’s included in the CC still requesting for an update. No update. Feb 02/13: I email to the manager’s asking for the update. No response. Feb 02/13: A manager emails apologizing for the delay and asking to pick up the car by 02/15. Feb 02/15: When I walked into the show room to pick up the car, NO DETAILING WAS DONE ON THE CAR. THEY DINT FIX ANY MAJOR THINGS WE ASKED THEM TO FIX. INSTEAD THEY CREATED MORE PROBLEM WITH COLOR WAXING. When I showed my disappointment the manager promised that he will leave an update the next day before noon. Feb 02/16: I did not get an email as promised by the manager until I emailed them asking for the status. He then replies mentioning that they can’t fix the car here and have to take to their body shop. I express my frustration on the delay. Feb 02/17: I get an email to come and pick up the car. Feb 02/18: I had to go the show room meet another manager and he was getting my car out. THEY DID NOT EVEN WASHED THE CAR. I YELLED AT THEM AND THEY SAID THEY WIL HAVE IT CAR WASHED. AFTER THE CAR WASH WHEN I WAS CHECKING THE CAR NOTICED THAT NEW SCRATCHES WERE MADE WHEN FIXING THE OLD ONES AND THE INTERIOR OF THE CAR WAS SPOILED WITH WHITE PAINT OR SOME LIQUID WHICH WAS ALL OVER THE STEERING AND LEATHER SEAT WAS DAMAGED. THEY DINT WASH THE CAR FULLY. ONLY THE HOOD WAS WASHED. I left an email to the manager asking for next level manager so that I can discuss the matters, HE DID NOT RESPOND YET. HE DID NOT EVEN CARE TO RESPOND TILL DATE. I left the showroom with the car in frustration. Feb 02/19: Tire pressure problem again and I have to fix it. Feb 02/20: Tire pressure problem again and took the show room. THEY DID NOT RECEIVE ME PROPERLY FOR THEM ITS NOT A SALES PROBLEM ANY MORE, THEY IMMEDIATELY SAY ITS A SERVICE PROBLEM. They verified and said no problem just air pressure. After I go to office park and then start at the evening now all the 4 types show tire pressure. Now I have another appointment with them for monday to fix the tire pressure. Please stay away ! There is no less than one start rating if so I would have given -5 for this showroom.

Nageswara Rao Radavarapu Feb 24, 2018

RUDE, CARELESS, PATHETIC and DOMINATING. If you want to have a worst ever experience in customer experience please visit this store. IF YOU ARE READY TO GO VISIT THEM DAILY TO FIX YOUR PROBLEMS WITH THE CAR AND GET MORE PROBLEM THEN CHOOSE THIS DEALERSHIP. Else if you want to be respected as a customer and treated with proper service find some other showroom for sure. PLEASE DO NOT CHOSE THIS DEALERSHIP UNLESS YOU ARE READY TO BE TREATED RUDE AND READY TO SPEND EVERYDAY IN THE SHOWROOM COMPLAINING THE PROBLEMS AND NOT GETTING IT FIXED. No where else in the world you can be treated so worse. To start with: Jan 26th 2018: We liked a CPO car online and we walked into the store. We test drove the car and decided to move forward with the number. One of the finance manager came and spoke to us in the rudest way possible. He literally yelled us for asking a possible warranty extension on a CPO. He thinks as though he owns the BMW company for himself and every customer is there for asking free stuff from their store. After explain more he came back and scribbled an amount on a piece of paper and said "this is what i can do as you were requesting for deal" which made us feel very irritated. Anyways we ignored his behavior thinking every office will have one such person. When we left the showroom we were promised that auto detailing will be done for the CPO car based on reservation available. There was a Tire pressure notification in the car and when asked it was told that its just air in the tire and they will fix it. Jan 29th 2018: Got an email from sales executive on availability for dropping the car for auto detailing so that she can arrange the loaner car. We agreed upon a date of Feb 2nd 2018. Meanwhile there was problem with tire pressure so we fixed the air pressure thinking its air problem. Feb 02/02: When I went to drop the car, no one responded properly for getting a loaner car mentioning that no one requested for a loaner car. I had to show them my email to the executive that I needed a loaner car. They made us wait for 45 minutes before they can figure out that mistake is on their part to not set the loaner car. It was promised that the auto detailing will be done in maximum of 3 days. Feb 02/06: I email the sales executive and get an answer that she will update me in a day but did not get any update. Feb 02/08: I email the sales executive and get an answer that she was out of office on personal emergency and she will get an update from the manager. Later she mails mentioning the car will be ready to be picked up by 02/10. Feb 02/10: I email the sales executive asking for her manager's contact as there is no update. Feb 02/12: I got an email from sales executive with her manager's included in the CC still requesting for an update. No update. Feb 02/13: I email to the manager's asking for the update. No response. Feb 02/13: A manager emails apologizing for the delay and asking to pick up the car by 02/15. Feb 02/15: When I walked into the show room to pick up the car, NO DETAILING WAS DONE ON THE CAR. THEY DINT FIX ANY MAJOR THINGS WE ASKED THEM TO FIX. INSTEAD THEY CREATED MORE PROBLEM WITH COLOR WAXING. When I showed my disappointment the manager promised that he will leave an update the next day before noon. Feb 02/16: I did not get an email as promised by the manager until I emailed them asking for the status. He then replies mentioning that they can't fix the car here and have to take to their body shop. I express my frustration on the delay. Feb 02/17: I get an email to come and pick up the car. Feb 02/18: I had to go the show room meet another manager and he was getting my car out. THEY DID NOT EVEN WASHED THE CAR. I YELLED AT THEM AND THEY SAID THEY WIL HAVE IT CAR WASHED. AFTER THE CAR WASH WHEN I WAS CHECKING THE CAR NOTICED THAT NEW SCRATCHES WERE MADE WHEN FIXING THE OLD ONES AND THE INTERIOR OF THE CAR WAS SPOILED WITH WHITE PAINT OR SOME LIQUID WHICH WAS ALL OVER THE STEERING AND LEATHER SEAT WAS DAMAGED. THEY DINT WASH THE CAR FULLY. ONLY THE HOOD WAS WASHED. I left an email to the manager asking for next level manager so that I can discuss the matters, HE DID NOT RESPOND YET. HE DID NOT EVEN CARE TO RESPOND TILL DATE. I left the showroom with the car in frustration. Feb 02/19: Tire pressure problem again and I have to fix it. Feb 02/20: Tire pressure problem again and took the show room. THEY DID NOT RECEIVE ME PROPERLY FOR THEM ITS NOT A SALES PROBLEM ANY MORE, THEY IMMEDIATELY SAY ITS A SERVICE PROBLEM. They verified and said no problem just air pressure. After I go to office park and then start at the evening now all the 4 types show tire pressure. Now I have another appointment with them for monday to fix the tire pressure. Please stay away ! There is no less than one start rating if so I would have given -5 for this showroom.

BlueBMW Feb 24, 2018

If I could give no stars I would. I took my X3 into BMW of Fremont. ( I have posted the story and a picture on my own FB page.) My dog had popped off the cheap plastic top off the controller wheel - I watched it happen, I THOUGHT it would be easy to pop back on - after about a 100 tries and many hours of frustration I admitted defeat and took the car in for service/safety check and to have the controller wheel fixed. I am planning a long rod trip next week, I wanted my car in tip top shape. It took 3 days - because, of course, a "special" part had to be ordered ( my dog popped that plastic crappy top off with a single bump- you KNOW this happens all the time) over $1,100 to fix it. But that's not what has me REALLY upset. I had been warned about the cheap quality expensive fixes on the parts people actually touch, what has me recording and taping everything from now on is: The next morning after getting my car back I noticed as soon as I got out of the car for a morning meeting - the hood release, another cheap plastic piece of crap, had been snapped off by one of the service people. Ok I know the stuff is easily broken, but I had just filled the windshield washer fluid so I know it was fine when I dropped off my car. I CANNOT believe the person who broke it did not come clean. I would not have been happy to get the call " we're so sorry but one of our service people accidentally broke your hood release lever and we have to keep the car an extra day while we fix it" ( for free of course) BUT NOOOOO I had to find out right before going to a meeting (where I had to pay attention - I couldn't stew over this injustice at the time which was NOT easy because I was furious) I did take a picture and sent it to, JR, the service Tech I had been dealing with before going to my meeting. NO CALL BACK. I ended up calling the manager, who was very nice, ( Kevin even tried to deflect my anger over all of this by tell me a story about the time he spilled his coffee - BAD IDEA ! WTF dude you're just wasting more of my time!) then he said I had to return to Fremont ( a 35 minute drive each was with NO traffic, this is the Bay Area there is ALWAYS traffic) I told the manager, Kevin, this was serious, I COULD NOT drive ( would not drive) to Southern California if I was unable to open the hood in case of an emergency. And after their performance with their lying and cover up -HOW can I even trust the service? At this point I almost expect the car to breakdown because of some incompetence from the service department. I would NEVER buy another BMW ! The cover up was worse than the crime. Heads should roll ! Lesson here folks, take pictures/ video of your car in front of the BMW people so they KNOW you have a record. Better yet get another car. ( note to BMW if anything happens to my car on my upcoming trip -I will call my lawyer) Also the windshield wipers were NOT replaced and the car was not washed as promised.

Wendie S. Ward Nov 10, 2017

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