Welcome to Bimmerfest -- The #1 Online Community for BMW related information! Please enjoy the discussion forums below and share your experiences with the 200,000 current, new and past BMW owners. The forums are broken out by car model and into other special interest sections such as BMW European Delivery and a special forum to voice your questions to the many BMW dealers on the site to assist our members!

Please follow the links below to help get you started!

Go Back   Bimmerfest - BMW Forums > BMW Model Discussions > 5 Series > E60 (2004 - 2010)

E60 (2004 - 2010)
BMW 5-Series (E60 chassis) was first seen in the Unites States in the fall of 2003 with a 2004 Model Year designation. The E60 is now available as a 528i, 528xi, 535i, 535xi, 550i and a 535xi sports wagon! -- View the E60 Wiki

Reply
 
Thread Tools Display Modes
  #1  
Old 09-29-2005, 08:30 AM
dkim dkim is offline
Registered User
Location: Northern California - Bay Area
 
Join Date: Sep 2005
Posts: 21
Mein Auto: 545i
Reliable South Bay, Northern California Service Centers?

For anyone who lives in the South Bay, do you have any recommendations for a reliable service center? I've serviced my 545i at the closest center, Stevens Creek, and have had less-than-satisfactory experiences - repeated "unable to duplicate problem" issues, waiting for my car up to 45 minutes, technician errors (forgot to replace AC hose, had to leave it again for 2 days while they borrowed the right tools from another dealership), no car washes, won't resolve brake squeak under warranty (it's considered "acceptable level"), disingenuous friendliness. By contrast, my Volvo (S60R) dealership practically bends over backwards to help - prompt diagnosis and fixes with no questions asked (the first time), prompt drop off/pick up, car wash/vacuum every time I bring it in, genuinely friendly and happy to help. My experience makes me hesitant to buy another BMW because the service level has been very disappointing.
Reply With Quote
Ads by Google
  #2  
Old 09-29-2005, 09:06 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
I've had pretty good luck at Stevens Creek and usually go there first...I use Jesse as my SA and he always takes care of me.

You might try BMW of Mountain View (formerlly Allison BMW)...I've heard they've turned a new leaf over there.

For an independent (which you don't really need since you are under full warranty), I love the guys at German Motor Specialists: http://www.gms***** I take my "out of dealer warranty" 530i there....
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #3  
Old 09-29-2005, 01:52 PM
sdriver's Avatar
sdriver sdriver is offline
Officially Welcomed to the 'Fest
Location: Mountain View
 
Join Date: Aug 2005
Posts: 197
Mein Auto: 2004 530i/SMG
BMW of Mountain View (formerlly Allison BMW) has been great to me. They even gave me an X3 to drive when I was getting my car worked on... all previous BMW dealers told me to go to hell because I didn't buy the car from them.

Last edited by Ågent99; 09-29-2005 at 02:13 PM.
Reply With Quote
  #4  
Old 09-29-2005, 07:20 PM
kybriggs82 kybriggs82 is offline
Registered User
Location: CALIFORNIA
 
Join Date: Jun 2004
Posts: 83
Mein Auto: 1963 THUNDERBIRD ROADSTER
M O D E S T O Valley BMW..They will pamper you, they will make sure you have a newer BMW as a loaner and the work will be completed on time..Can't beat that I suppose?
Reply With Quote
  #5  
Old 09-29-2005, 07:37 PM
jvr826's Avatar
jvr826 jvr826 is offline
Is it Trackday yet?
Location: In the woods. Santa Cruz County, CA
 
Join Date: Apr 2002
Posts: 8,839
Mein Auto: 05 330ci 6MT
Quote:
Originally Posted by dkim
For anyone who lives in the South Bay, do you have any recommendations for a reliable service center? I've serviced my 545i at the closest center, Stevens Creek, and have had less-than-satisfactory experiences - repeated "unable to duplicate problem" issues, waiting for my car up to 45 minutes, technician errors (forgot to replace AC hose, had to leave it again for 2 days while they borrowed the right tools from another dealership), no car washes, won't resolve brake squeak under warranty (it's considered "acceptable level"), disingenuous friendliness. By contrast, my Volvo (S60R) dealership practically bends over backwards to help - prompt diagnosis and fixes with no questions asked (the first time), prompt drop off/pick up, car wash/vacuum every time I bring it in, genuinely friendly and happy to help. My experience makes me hesitant to buy another BMW because the service level has been very disappointing.
No offense to Agent99, but I tried Jesse at Stevens Creek on his recommendation and he disappointed me something terrible. Could not duplicate rubber stamp on every single issue I brought it in there for.

One was the E39 sport seat click, which he was able to reproduce cuz I made him come out to the parking lot and see how easy it was to replicate. When I went to pick it up he had "could not duplicate" on the paperwork and when I questioned it he told me how he went in the back and showed the tech how to duplicate it. I tried to contact the service manager and they conveniently were never available, and never returned my calls. You can search on "could not duplicate" and find my thread on the matter.

FWIW, they also seem to mark up parts by a ginormous margin. I ordered a few of those plastic rivets used to hold the trunk trim panels in place. They're like $0.35 at Pacific BMW, $1.05 retail price from them. Stevens Creek charged me over $5 EACH! They claimed the oil prices were having an impact on cost of plastic parts. If I didn't need them right then and there I would have riveted that parts guy's nostrils with them. Recently I needed a bracket for my E46 so I called them. They wanted $8.50 or so, Pacific BMW was $1.59. I believe they also charge upwards of $15 for oil filters while BMW Mountain View is around $9. Pacific BMW has them for about $5.

I guess they need to pay for that new building of theirs somehow, eh?
__________________
Jeff R.
Golden Gate Chapter BMW CCA - Autocross - Come Join Us!


"You drive like old people $#@%... slow and sloppy!" - George Carlin
Reply With Quote
  #6  
Old 09-30-2005, 08:50 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Quote:
Originally Posted by kybriggs82
M O D E S T O Valley BMW..They will pamper you, they will make sure you have a newer BMW as a loaner and the work will be completed on time..Can't beat that I suppose?
No offense, Officer, but Modesto ain't exactly in the Bay Area!!
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #7  
Old 09-30-2005, 08:52 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Quote:
Originally Posted by jvr826
No offense to Agent99, but I tried Jesse at Stevens Creek on his recommendation
I figured Jeff would chime in. True, not everyone has had a good experience at Stevens Creek but what can I say? I was dissapointed Jesse didn't fix Jeff up but maybe he was having a bad day? Try Mountain View; the two BMW dealers are close enough that hopefully you'll find one you like.
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #8  
Old 09-30-2005, 09:44 AM
BillP BillP is offline
Officially Welcomed to the 'Fest
Location: Northern California
 
Join Date: Jan 2002
Posts: 1,564
Mein Auto: Cars
Here's another happy Mt. View BMW customer. I have worked with several SAs and been pleased with all of them. It is important to show them the problem, not just describe it, so a test drive with a technician is recommended unless you truly feel the issue is obvious.

Have they found/fixed every little petty problem I pointed out? No, but they got all the significant ones for both my E39 540 and my Z4.


Bill

P.S. I had several awful experience sat Stevens Creek resulting in my getting a wee bit upset with my SA for his incompetence, crappy attitude, and complete BS (aka, he lied to me). They would probably intentionally f-up my car if I every brought it back. On the other hand, they do have free donuts!
__________________
'00 540iA/Sport, Anthracite/Black - Euro Delivery in Spring 2000
'06 Honda S2000, Black/Black (my go-kart) - GONE
'03 Z4 3.0 6-speed/Sport, Sterling Gray/Black - GONE
'71 2002 Green/Black - GONE
Reply With Quote
  #9  
Old 09-30-2005, 09:49 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Quote:
Originally Posted by BillP
...resulting in my getting a wee bit upset with my SA for his incompetence, crappy attitude, and complete BS (aka, he lied to me). They would probably intentionally f-up my car if I every brought it back. On the other hand, they do have free donuts!
"wee" bit, Bill??
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #10  
Old 09-30-2005, 10:57 AM
dkim dkim is offline
Registered User
Location: Northern California - Bay Area
 
Join Date: Sep 2005
Posts: 21
Mein Auto: 545i
Thanks for the BMW of Mountain View suggestions. BTW, how important/effective do you think those follow-up phone calls (the ones where you're asked to rate 1-5) and 3x5 mail-in survey cards (left in your car after the service is completed) are in monitoring the service levels of your service center? Do you think they actually do any good or do they toss the bad ones and just keep the good ones? Is it worth it to call BMW Customer Relations? It bothers me that "Northern California's Largest Volume Dealership" has such an inconsistent level of service after the sale and nobody is held accountable. Isn't the majority of revenue from any dealership generated from service?
Reply With Quote
  #11  
Old 09-30-2005, 12:26 PM
BillP BillP is offline
Officially Welcomed to the 'Fest
Location: Northern California
 
Join Date: Jan 2002
Posts: 1,564
Mein Auto: Cars
Quote:
Originally Posted by Ågent99
"wee" bit, Bill??
OK, I yelled at the SA in front of his co-workers for being such a f-head.

The story ...

I brought my car in for several items, the SA (not the a-hole) checked everything out (including taking a drive with me), confirmed that parts needed to be replaced (including a flaky antenna amplifier), and promised to have it all done that day.

Pick up car that evening, not everything was done as some parts needed to be ordered - cool, I can understand not having an infinite inventory of every part. The SA was apologetic and promised to make it right. I gave her 5s when I was called.

Bring the car back in a few weeks later after I was notified that the parts had arrived, the a-hole SA reinspected the car and said, "sorry, I won't replace this stuff because I can't personally see the issue". After I politely pointed out the obvious inanity of his stance, he then said "we'll see what we can do, but if I don't see it failing, it doesn't get replaced." When I reminded him again that his peer already confirmed it, he said, "I don't care". OK, so he's being obstinate. Then he refused to give me a loaner car (which was previously promised by him 10 minutes earlier because I had to make a second trip) saying I was wasting his time with bogus problems and that he never told me I could have the loaner car anyway. Uh, excuse me, did you just call me a liar?

After a few minutes of trying to calmly negotiate myself out of a frustrating situation, including a failed attempt to get the ear of the service manager, I blew up. Loudly, famously, getting phone calls from another board member who had heard from other folks there about it. Nice.

I wish I could remember the a-hole's name - white guy, late 40's or early 50's, dark hair, unusual first name.


Bill
__________________
'00 540iA/Sport, Anthracite/Black - Euro Delivery in Spring 2000
'06 Honda S2000, Black/Black (my go-kart) - GONE
'03 Z4 3.0 6-speed/Sport, Sterling Gray/Black - GONE
'71 2002 Green/Black - GONE
Reply With Quote
  #12  
Old 09-30-2005, 12:32 PM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Is is a GREAT story but oh so frustrating. I'm sure had I been in your shoes that I'd be writing this post to you from jail....
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #13  
Old 09-30-2005, 12:38 PM
BillP BillP is offline
Officially Welcomed to the 'Fest
Location: Northern California
 
Join Date: Jan 2002
Posts: 1,564
Mein Auto: Cars
Quote:
Originally Posted by dkim
Thanks for the BMW of Mountain View suggestions. BTW, how important/effective do you think those follow-up phone calls (the ones where you're asked to rate 1-5) and 3x5 mail-in survey cards (left in your car after the service is completed) are in monitoring the service levels of your service center? Do you think they actually do any good or do they toss the bad ones and just keep the good ones? Is it worth it to call BMW Customer Relations? It bothers me that "Northern California's Largest Volume Dealership" has such an inconsistent level of service after the sale and nobody is held accountable. Isn't the majority of revenue from any dealership generated from service?
My take, give them all 5s unless the work was terrible. You otherwise run the risk of retribution. In my story above, they never called. I was later told they simply change a digit in my phone number so BMWUSA can't reach me.

Funny story about a non-BMW dealer ... I was physically threatened by a Ford SA after I gave him a 3 because the work wasn't completed in one visit. I had no idea I was supposed to inflate the grades and he kindly offered me the choice of coming in to fix my scores or he would come over and kick my ass (this was a phone call). Apparently he had never received a rating below a 5 and I was personally responsible for screwing up his career.

Being the idiot I am, I went to the dealership and offered to start the fight right there in the office. It was pretty funny, he was helping a customer and I said something like, "Hi, not sure if you remember me, but I am the guy whose ass you threatened to kick for giving honest feedback about my service experience. Would you like to continue our discussion?" He was a scrawnier wimp than me, so he quickly backed down. I wrote a letter to the GM and owner of the dealership as well as Ford Motor with nothing but form-letter response. However, he was gone a few months later so maybe something did happen behind the scenes.

In case you are wondering, no, I don't have an anger management problem, though I will certainly admit I am attracted to confrontations like a moth to a flame.


Bill
__________________
'00 540iA/Sport, Anthracite/Black - Euro Delivery in Spring 2000
'06 Honda S2000, Black/Black (my go-kart) - GONE
'03 Z4 3.0 6-speed/Sport, Sterling Gray/Black - GONE
'71 2002 Green/Black - GONE
Reply With Quote
  #14  
Old 09-30-2005, 03:02 PM
arnolds's Avatar
arnolds arnolds is offline
Officially Welcomed to the 'Fest
Location: Corona
 
Join Date: Dec 2001
Posts: 1,303
Send a message via Yahoo to arnolds
Mein Auto: E60/E90/E85
Quote:
Originally Posted by BillP
In case you are wondering, no, I don't have an anger management problem, though I will certainly admit I am attracted to confrontations like a moth to a flame.


Bill

You really have to own up to that problem. My wife is forever traumatized with the outburst you displayed during dinner in Luxembourg last March.
__________________
arnolds
Reply With Quote
  #15  
Old 09-30-2005, 03:11 PM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Hey, he was just a meal ticket to me...nothing more, nothing less....
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #16  
Old 09-30-2005, 04:34 PM
krispykreme krispykreme is offline
Officially Welcomed to the 'Fest
Location: Fremont
 
Join Date: Mar 2003
Posts: 209
Mein Auto: '04 E55, '04 Sienna,
To further help billP's cause, I would like to share my Stevens Creek Experience.

I upgraded my M3 tail to LED. I brought in the car to get the LCM reprogrammed.

Stevens Creek told me they would charge me $200 to reprogram the LCM, which is more expensive than replacing the part and it would take them entire day to do it.

I ended up going to East Bay and have it re-programmed in less than 30 minutes at $40.

Steven Creek like all Sonic owned dealership will cheat , lie, steal, and screw customer over.
Reply With Quote
  #17  
Old 09-30-2005, 04:37 PM
krispykreme krispykreme is offline
Officially Welcomed to the 'Fest
Location: Fremont
 
Join Date: Mar 2003
Posts: 209
Mein Auto: '04 E55, '04 Sienna,
Quote:
Originally Posted by arnolds
You really have to own up to that problem. My wife is forever traumatized with the outburst you displayed during dinner in Luxembourg last March.


so, what exactly did you guys do to piss him off????
Reply With Quote
  #18  
Old 09-30-2005, 05:39 PM
kybriggs82 kybriggs82 is offline
Registered User
Location: CALIFORNIA
 
Join Date: Jun 2004
Posts: 83
Mein Auto: 1963 THUNDERBIRD ROADSTER
Your right..Modesto is 1 hour east of the "Bay Area" but I would be willing to drive 1 hour for my vehicles and for the reassurance of quality workmanship. I as most people enjoy honesty, friendliness and good work therefore for $15.00 in gas and a change in atmosphere I would drive from the "Bay Area' and try V A L L EY B M W M O D E S T O !!!
Reply With Quote
  #19  
Old 10-01-2005, 10:27 AM
BillP BillP is offline
Officially Welcomed to the 'Fest
Location: Northern California
 
Join Date: Jan 2002
Posts: 1,564
Mein Auto: Cars
Quote:
Originally Posted by arnolds
You really have to own up to that problem. My wife is forever traumatized with the outburst you displayed during dinner in Luxembourg last March.
Was it when I pulled out the 12ga and shot the waiter? Heck, I wasn't even angry!


Bill
__________________
'00 540iA/Sport, Anthracite/Black - Euro Delivery in Spring 2000
'06 Honda S2000, Black/Black (my go-kart) - GONE
'03 Z4 3.0 6-speed/Sport, Sterling Gray/Black - GONE
'71 2002 Green/Black - GONE
Reply With Quote
  #20  
Old 10-01-2005, 11:14 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
Quote:
Originally Posted by BillP
Was it when I pulled out the 12ga and shot the waiter? Heck, I wasn't even angry!


Bill
Note to self: Make sure Bill's silverware has no water spots on it should he insist on staying for dinner....
__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #21  
Old 10-02-2005, 07:45 AM
jvr826's Avatar
jvr826 jvr826 is offline
Is it Trackday yet?
Location: In the woods. Santa Cruz County, CA
 
Join Date: Apr 2002
Posts: 8,839
Mein Auto: 05 330ci 6MT
Quote:
Originally Posted by dkim
Thanks for the BMW of Mountain View suggestions. BTW, how important/effective do you think those follow-up phone calls (the ones where you're asked to rate 1-5) and 3x5 mail-in survey cards (left in your car after the service is completed) are in monitoring the service levels of your service center? Do you think they actually do any good or do they toss the bad ones and just keep the good ones? Is it worth it to call BMW Customer Relations? It bothers me that "Northern California's Largest Volume Dealership" has such an inconsistent level of service after the sale and nobody is held accountable. Isn't the majority of revenue from any dealership generated from service?
I don't know about Mountain View, but I will tell u a little more about my Stevens Creek experience. As I recall I received two customer satisfaction calls from "BMW." One came a couple weeks after my visit and my many messages left for the service manager. It was not the standard rating scale, and I crucified them for their BS service experience and for not trying to resolve my issues with their service department. A short while later I received another call and this one was more of what I expected, 1-5 ratings, and I crucified them there too. I gave them the whole story and said I tried to resolve the issue with the SA and service manager, but my calls were never returned. Nothing ever came of it, no one from the dealership ever called me, and the promised call from BMWNA never happened either.

FWIW, I have contacted BMWNA a handful of times during the 3 years I had my 530i and I have 0% customer satisfaction from them. They never hepled or resolved a single issue. I think they have people on staff to blow sunshine up your butt and make you feel like you're being taken care of, when in reality I think they just type on a keyboard that isn't connected to anything.

The survey process is a huge waste of time IMHO. It only works if u give them all 5's and then, what's the point?
__________________
Jeff R.
Golden Gate Chapter BMW CCA - Autocross - Come Join Us!


"You drive like old people $#@%... slow and sloppy!" - George Carlin
Reply With Quote
  #22  
Old 10-02-2005, 09:27 AM
Ågent99's Avatar
Ågent99 Ågent99 is offline
Moderator, 5-Series
Location: Bay Area, CA
 
Join Date: Jan 2002
Posts: 5,931
Mein Auto: Trek 6500 MTB
...and yet you continue to buy BMWs....

__________________
2001 530i/5 (E39), Topaz Blue/Stone Green/Black (118k miles) *very rare interior/exterior color combo*
2005 545i/SMG (E60), ED Order, Titanium Grey/Grey (lease over)
2015 335i, ED Order Summer 2015
Reply With Quote
  #23  
Old 10-03-2005, 12:50 PM
sdriver's Avatar
sdriver sdriver is offline
Officially Welcomed to the 'Fest
Location: Mountain View
 
Join Date: Aug 2005
Posts: 197
Mein Auto: 2004 530i/SMG
Quote:
Originally Posted by BillP
My take, give them all 5s unless the work was terrible. You otherwise run the risk of retribution. In my story above, they never called. I was later told they simply change a digit in my phone number so BMWUSA can't reach me.
I've had a couple dealers do this to me in the LA area... After I didn't get a phone call for a week I just called BMWUSA myself and gave a terrible review...

I've also gotten very pissed and yelled at a service manager... good times.

Reply With Quote
Reply

Bookmarks


Forum Navigation
Go Back   Bimmerfest - BMW Forums > BMW Model Discussions > 5 Series > E60 (2004 - 2010)
Today's Posts Search
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On



Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
New Info on e46 M3 Bearings/oil pump service bulletin MUST READ TGray5 M Series 5 12-03-2007 09:08 PM
Bay Area Service Dept. Day Loaners Chaaaosss 3 Series / 4 Series 13 03-11-2003 12:01 AM
Pss. Free towing service for socialist bay area commuters DaveN323i Off-Topic 0 11-04-2002 07:11 PM
FYI- BMW criteria for when Full Maint service can be done DrBimmer General BMW 0 10-13-2002 08:00 PM


All times are GMT -7. The time now is 10:30 PM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.
© 2001-2011 performanceIX, Inc. All Rights Reserved .: guidelines .:. privacy .:. terms