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-- Misty H.

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-- Eloni T.

"Service advisor Katie was very pleasant and professional. 10k miles and service and was in and out in under 1 hour."

-- Tom D.

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Recent Reviews from BMW of Fremont

Leased an X3 in 2017. Financing manager pushed hard and sold me an AutoNation VPP+ maintenance plan for $876. When I went in for manufacture scheduled service, advisers say I need fuel injector cleaning, etc. But all was not covered under the VPP plan. Today I sent the car in for 32K maintenance. Adviser agreed that the disc pad replacement was covered under the VPP+ and would let me know if replacement is needed after measurement. However he didn't call me. I just called at 5:pm and found out that disc pad needs replacement but unfortunately the office that processes VPP claim is on east coast and closed at 3:pm, consequently they didn't finish the work and need the car for another day so they can submit the VPP claim tomorrow and then replace the disc pad. Obviously this is not expected and causing inconvenience. I wouldn't say this is excellent customer service. If getting the pads checked and submitting VPP claim in one day is not possible, couldn't the adviser call me and let me know sooner rather than I have to call to find out the surprise? And anyone thinking to buy or lease a car should take my experience and evaluate if VPP - minimal coverage alone with the claim hassle was worth it ... If not, don't fall for the sales push! ***New update March 10, 2020 11:11 AM*** The Service adviser just called me and said VPP rejected the disc pad replacement because the measurement was still ok and didn't need replacement just yet. However, VPP is willing to cover an alignment. I don't know what to say. I would think the measurement of pad thickness that requires replacement per VPP policy is a simple number, should be well known by the service adviser. After all, the VPP policy is AutoNation's. It would be hard to believe the service adviser doesn't know the number - or be able to look it up and verify it (that indeed replacement is needed) per their protocol before submitting the VPP claim. And if they didn't, it's another problem. So my car was kept for an extra day for a different reason now. By the way, the service adviser didn't mention the alignment problem yesterday at all. The adviser said the car should be ready by 2:pm and would call me. Will see how it goes. Separately, as the lease end is coming up in April, I called the sales department per BMW mail to schedule the lease end vehicle inspection two weeks ago. After hearing that I wasn't sure about buying or leasing another BMW again, the person said someone would call me to schedule the inspection. Unfortunately that never happened. So yesterday after I turned in the vehicle to the service, I went over and finally was able to hunt down the inspector (Doug Kamholz). I explained what happened, and that I prefer getting the inspection done when the car is in service, saving me an extra long trip to the dealer. Doug was kind enough and willing to accommodate me without an appointment. So will also be looking forward to seeing the inspection report when picking up the car today, and the numbers such as the disc pad measurement. ***New update March 16, 2020 5:00 PM*** Ok, the service adviser (Yordano RiosReyes) called me on Tuesday notified me that the car is ready. I went in to pick up the car around 5:30 pm. No surprises this time, the alignment was done and covered by the VPP. Separately, Yordano told me the inspection was done also. The car was in good condition and no problems were found. However to get the inspection report, I need to check-in with one of the BMW Genius team members to sign the report. I went over to their office area. I was told that the person on duty had family emergency and left early. I went back and told Yordano. He said no problem he would let the Genius team know and release the report to me electronically via email. However until today nothing happened regarding the inspection report. I did call the dealer Genius team a couple of times, however always no one pick up the phone. I guess the inspection is not important so the dealer didn't care?

Frank Z Mar 16, 2020

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

I reached at 10:40am for my scheduled service appointment on Saturday. I was asked to wait in the lobby and so I proceeded with it. After 20 minutes had elapsed and no one had still arrived to talk to me about my scheduled appointment I walked towards the lobby to enquire and I was told to wait a little more by the attendant in the service area. After 10 more minutes had elapsed the service representative who was scheduled for me arrived and we spoke about the recall work that was required to be done as per BMW's official notice sent to me. As per the notice it was supposed to take upto 1 hour for completing the software update. However, I was told by the service representative that the car would only be ready by 3pm that day. After I told him that as per BMW's notification it was supposed to only take upto an hour he informed me that since it was a Saturday its going to be busy and they can't return the car to me before 3pm. I was told to wait for a shuttle so that I could be dropped off at my house. After waiting for a while and no shuttle had arrived I went back to the attendant inquiring about it and he said he would book an uber ride for me only one way though, he took me to the service rep as well, at which time the service rep stated that the shuttle was in San Jose. The service rep did not inform me that I he could book an Uber for me initially though neither did he think of telling me that the shuttle was in San Jose and that I would have to wait quite a while to be picked up at this dealership in Fremont. Thanks to the attendant I took the Uber back home to wait expecting an SMS or a call from the service rep as assured by him at 3pm. However, I didn't get any even after 3pm. I called the service rep and asked him about the status of my car. He told me that now it would be better if I came to collect the car after 4pm since there was no guarantee it would be ready before that. I reached at 4:30pm at which point the car was ready to be picked up. My overall experience was not good since it took way longer than expected and there was no proper communication from the service rep about the completion of the work. At no other previous dealerships that I have leased my cars at since the past 10 years has it taken so long for any sort of work, and yes, all my appointments at other dealerships were scheduled on Saturdays as well.

Dhananjay Prabhukeluskar Jan 7, 2020

I go to Fremont BMW even though I live really close to Stevens Creek BMW. The main reason is the customer service I receive at Fremont, which is friendly and pressure-free. I used to take my X5M to Stevens Creek and they welcome you really well and the service speed is okay but they never stop trying to sell you new tires, new services, etc. and I really got tired of feeling pressured so I tried BMW of Fremont. Last December I stopped in to service my X5M and saw the new M4 and although I wasn't looking for a new vehicle as my current vehicle was a 2016 but I really fell in love with the M4. First, there was no pressure and they answered all of my questions. They gave me time to research on my own and that took me back to BMW of Fremont to purchase my new car. Since then I have been going there for all of my service needs and the Service Advisors are knowledgeable. My most recent visit was for my one year service and Jeff Jones was my Service Advisor and he was very professional but friendly. He kept in touch with me through text (my choice of communication) and let me know the progress and when my car was ready to be picked up. In addition, when I picked up my car Jeff let me know that there was a slice on the inner part of my tire but "it's holding air so you are good for now." I strongly believe that if I were at Stevens Creek BMW they would have given me the doomsday story on how I had to change my tire or else, etc. as this actually happened to me regarding tire wear on my X5M and when I took it into my tire guy he assured me that my tire had at least another 5,000 miles to go. Therefore, I really appreciated Jeff letting me know that I had a defect on my tire but didn't pressure me into getting a new one. He did however kindly tell me about how much such tires will run me in the future so that I can plan for my next set of tires. I don't normally give 5 starts but I really don't have any reason why not give it here. Okay, one thing, although my car exterior was very clean, I think they forgot to vacuum the interior but that's okay. It happens and not worth getting upset about. First World problems I say. After all that, yes, I would recommend BMW of Fremont.

Alexis Murshed Nov 29, 2019

DO NOT pick this location if you can avoid it. They provide the WORST BMW service I've ever experienced. Unprofessional, and irresponsible. THEY DONOT VALUE YOUR TIME. If you don't mind spending at least 2 hrs to drop off, calling all afternoon for an update, having to deal with a Hyundai that stops working after being parked, be my guest and schedule your service here. Here's the full story: We had to called in ahead of time to ask for a loaner car because no matter how far ahead you try, it shows "no loaner car available" online. In our case it's unfortunate, because we know our car will be in the shop for more than a day and we need a car to commute. We have to sign up for the loaner car. At this point, we were happy that BMW provides this service because it could save us a lot of troubles. We told our service adviser in the phone call that we need to schedule the drop off early so we can go back to work on time. He said it's not a problem. Naturally, we assumed that it would not take long to drop off the car and then take the loaner car. On the appointment day, however, it took them an hour to get everything ready. The adviser Charles had to communicate with someone over the phone ON SITE to "confirm" our previously booked loaner car. And it was NOT available. So they said "Well I'm so sorry you'll have to go to our cooperating rental car company, there will be a shuttle to pick you up in 20-30 min". We had no choice so we took the rental car from the rental car company. Another 2 hrs passed when everything's settled and we left with a Hyundai. Later on that day, the rented Hyundai could not be turned on after we parked for lunch. We had to spend time calling the rental company and trouble shoot. We wasted half a day on a single drop off. Later this week, since the weekend is coming and the rental car lease will expire soon, we need to have the car back or extend the lease. We had to call ALL AFTERNOON just to get an update on the car and communicate with BMW about the rental car. Another half a day was wasted on being anxious. The agent kept promising to call back but never did. Here're some suggestions: Please do not make commitment when you can't practice it. Please respect your customer and value their time. I've had BMW service experiences elsewhere and they were generally pleasant. However, service here feels CHEAP and SAD.

Yuanbo Li Nov 15, 2019

Saw a 2008 Dodge Magnum on Cars.com. It was at a local dealership, and the price seemed reasonable for the age and mileage the car had. I called and asked if the car was available. I was told it was, however, there were many buyers interested in the vehicle. I said I was busy that night and I would return in the morning. I received 3 calls that night from different people telling me to come in tonight (it was 8:30 pm) because it may not be there in the morning. I said I would take my chances but would show up early. I drove into BMW of Fremont at 9:30 am. I found Ahmed who I had spoken with last night. I saw the car. Looked just like the pictures. The SE model( bottom of the line) absolutely NO options. I started the car and reached to turn on the radio. The radio didn’t work. The only thing that could be considered an option, didn’t work. And no second key. I said that the stereo not working was a deal breaker and walked out. Ahmed shouted at me as I got in my car, “ We’ll fix the radio”. I said ok. And get me the second key. I made an appointment for the Friday coming up(it was Saturday am, when I bought the car) I called the dealership on Thursday afternoon, to ask if I could buy a new stereo and have the dealership pay half the price. Ahmed said that they had already “ordered “ the new stereo and he was sure the second key could be found. That was 3 weeks ago. No calls. How did the parts guy know to order the stereo when they hadn’t even looked at the car? Ahmed said he was sure that the second key would be found, by the former owner. I checked with the local Chrysler dealership and was told to program a new key fob, you need 2 working key fobs. I only have one. So I have to buy the new key fob from the dealership for $40 ( same thing on Amazon sells for $9.95) And pay $150 for the programming which literally takes 30 seconds to perform. All I can say it that this really SUCKS! I don’t believe that I will ever receive a call from BMW of Fremont about my key or radio, now that the 7 day return policy has expired. As far as I’m concerned, I will never buy another car from them. (This was my second) and I will tell anyone who listen my story of lying sales people, the radio that was never ordered and the $190 key. I spent $550 on a new stereo, didn’t want to wait any longer.

Fool in Fremont Jul 4, 2018

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 Lavor 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 Lavor 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.

BlueBMW 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: 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 02/17: 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 !!

Rao Feb 24, 2018

Typically a car dealer doesn't have a good honest reputation. The same as the lawyer. That is what I heard before I came to USA. But I should say both BMW Fremont and the sales guy- Reinaldo Santos are very nice and honest to help me make the deal. I have purchased a new Audi 10 years ago and I don't know anything about the car market and even unsure what kind of car I should buy. It is because of the brand of BMW which leads me to the BMW dealer. The instinct does help me! Reinaldo has helped me pick up the right car which is fit for me. I originally tried to buy a BMW X3. Then I finally bought a relatively smaller car which fits my driving skills and my cash budget better. Especially during the price negotiations, I feel these people are so honest. They don't give you a crazy price because you know nothing about the car price or you aren't a good negotiator (English isn't my first language). They are very helpful and try to build up a long term relationship. They did build up my trust with them. I certainly want to keep my new BMW maintenance always in this dealer. I did my audi services in the audi dealer for 10 years. The reason is simple - I trust them. They may charge a little more after the factory warranty but if they tell you they checked something, they did. Also you can trust their maintenance people because they are fully trained for their job. Also the finance guy in BMW Fremont is also very helpful. He introduces a lot of details on the warranty. I also get a very good deal on the warranty portion. For the warranty, if you are a handy person, that is different. But for a driver like me, who is only responsible for driving and also don't want to waste time on shopping around for a good car repair place, it may not be a bad idea to buy some warranties after the initial term. In my case, I did all car services in the same audi dealer 6 years after the factory warranty expires. Peace in mind is very important. Also I don't think in total they charged me a lot. They have all history on the car and they knows my car better than me. My little audi never throw me on the road or there are something happened which I need to fix it right away. Only have scheduled maintenance for 10 years. I am very happy with my new BMW. Drive like the wind! It is a performance car indeed!

amywang Apr 22, 2016

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