BMW of Fremont Service Center

"Service is always prompt, courteous and fair. My advisor Nick always does a great job explaining what needs to be done and I have never had a problem with service."

"This is a tough review for me to write, as I have always had absolutely terrible experiences when I've visited BMW of Fremont, starting from the Sales Department not showing me the vehicle(s) that I wanted to see, to brushing me off and telling me that I should consider a Lexus or Toyota (I ended up with (3) BMW's, none purchased from Fremont). My most recent terrible experience was at the service department, where I came in for routine maintenance, which should have been covered by my all-inclusive maintenance package, however, the Service Adviser would not check his system to see that I even have a package, and then proceeded to say I have 2 tires that are damaged due to nails (I have wheel and tire protection), but he said I need to provide the proof of protection instead of just checking his system, and also stated that I needed to replace some part that made absolutely no sense for the age of my car that would cost upwards of $600, even though I have a maintenance package that should in essence cover said part if it needs replacing. During this whole time, no eye contact is being made with me, no smiles, no refreshments being offered, no attempt to listen to me, the client, who is explaining that my tires aren't showing a warning, or that I have a full maint. package, or I don't understand what is going on. It was almost 5pm, so I said you can keep the car while you figure it out, but since I requested a loaner, may I take one home and we can circle back tomorrow since I need to get somewhere urgent? Service Advisor states that "no BMW location" provides loaners, which was a lie, because I just received one 1.5-2 months prior when I had a damaged tire replaced--- THROUGH MY WHEEL AND TIRE PACKAGE! I got very upset and asked for my key and said I will take my care to the dealership that seems to care, and made an appointment 45 minutes away where I was taken care of better. Now, 4 stars because I did speak with the Service Manager, who listened to this entire story and assured me I would not have to deal with this type of experience ever again (I surely hope not!), and asked me how he can make things right, and we came to an agreement. Also the rating for the other Service Advisor that I worked with when I initially went in for low tire pressure, Nick L, who did do his due diligence and was the one who explained to me that I have the tire protection and replaced my tire the first time, and reminded me that my maintenance package is really great and I can do my maintenance even 1,500 miles before the due date without being penalized, and went into detail about the package, etc. He also provided me with a loaner as he knew the need for it, and made sure to follow up regarding the status of my car, even after he was off work because he has forgotten before he left work. This time, the Manager assigned Nick as my Service Advisor and he greeted me with a smile and made sure my car was taken care of, and I had a loaner (BMW does provide them, even at the location 45 minutes away I received one), and he was very communitive through the service period. If my service was solely based on the advisor who wanted to charge me thousands and wouldn't even make eye contact with me, this review would have been zero stars if even possible; but because the Service Manager and Nick L were much better to work with and reasonable, 4/5 *. I truly hope I can maintain this review and am able to return in a few months for service again."

"I purchased a used vehicle here. The sales people are really accommodating and they never push you to purchase "here and now". I also had some issues with the insurance, and they were nice enough to hold the vehicle for me until I figured out the paperwork. Highly recommend it to shop here!"

"Always ask for Nick Lal as your service advisor!!! Not only is he super friendly, he really cares about making you happy. Our months old car had just been repaired after a really bad wreck and I insisted the repair shop have BMW review all the repairs. I'm so glad Nick was the service advisor because he made sure everything was reviewed carefully. We then felt safe driving the car again. Thanks to Nick!!!"

"This review is for the Service Center. The service advisor Alvin Lee really did not care. He made us wait around, then asked me to stand across from him just to subscribe over $1,000 for a "minimal service" of oil change and a few air filters. When confronted him that all of these services were done at his same location just 1 year ago with just a few thousands of miles driven, he tells us that's what the computer says and if you don't do these then the car will keep complaining. The absolutely minimal service would cost over $500 and he will not reset the warnings. He clearly did not look at the service history or the car or did not want me to see them, so I had to stand across from him. I've had many BMW's currently and know what my car really needed, a simple oil change. I've had great relationships with other service advisors in the past and they would work with me to care for my car but not Alvin Lee. Because of this experience, I decided not to use this service center again. Be careful what service you are getting charged and what you are really getting!"