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November 2023 by Zachery N.
I called to make a service appointment at BMW Escondido. When I spoke to customer service lady about my air filter issue, they said I would be able to schedule an appointment to get that replaced. I gave her all my information and she confirmed that it would be covered by my maintenance/warranty. The day before my appointment they called to confirm my appointment, and they once again confirmed the air filter was covered. It was not until my appointment Saturday morning when the service advisor told me it would not be covered. I was furious. He kept telling me that their company is all about great customer service but didn't take any responsibility. Then he blamed it on their customer service center which is located in Arizona. I then asked, "if your service center was all about great customer service, why would your service center be in Arizona, where they have issues with other miss communications and similar issues?" He had no response... if you're looking for a new place to service your BMW, don't go here. They lack professionalism and are not there to help.
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November 2023 by Andrea B.
I've always been happy with car/customer service at BMW Escondido. Michael Duplessis is a very friendly and helpful service advisor, who genuinely cares about his customers concerns. Before moving to Escondido, I use to bring my cars to BMW San Diego for service. I'm a lot happier at this location! Phone calls get answered right away, and you don't have to wait long to see your advisor. I'm moving soon and hesitant to take my cars to BMW Irvine (that is how much I'm going to miss BMW Escondido). If you come here, ask for Michael Duplessis. He is really awesome!
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November 2023 by Paul E.
Don't go here. I've had 2 bad experiences with the service department already. The last one happened last week. I was due for an oil change and the "Vehicle Check" indicator was also on. I asked what was entailed in a vehicle check and the advisor stated it was a more detailed and thorough inspection of vehicle beyond the courtesy check they provide. I hesitantly agreed to the "vehicle check" at a cost of $120 so they could clear the notification. When I came back to pick up my car it was obvious that they didn't really do anything that I should have paid extra for. The courtesy checklist that they normally provide stated my tire pressure was at the correct level. It was not, it was very low. I drove back to the service department and my advisor wasn't there. I asked to speak to a manager and was told they were busy. Eventually, the advisor returned and ended up filling the tires with air with the Ryobi pump himself. It was obvious the tech just made up the numbers for the tire pressure which led me to believe they don't really do a thorough "vehicle check". It felt like a waste of money because there was no indication in the paperwork that anything beyond the video courtesy check was done. The advisor sent a follow up text, I responded and he said he would have a manager call me. No one called up to this point. I also called and left a voicemail with the service dept. to have a manager to call me back, but that too has been ignored. Don't go here. They'll just charge you for fun.
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October 2023 by Kimberly Y.
I know that BMW strives for excellence and I was surprised of the rating for the BMW of Escondido Service Center; however, after my last two visits I completely understand and stand by my 1 star rating. Miscommunication cost me a +$500 error. After receiving the video of the service tech's walkthrough the advisor called me and we verbally went over the likely cost of all services / repairs. At that time I stated to not have any of the work done and asked if I could receive the full service quote in writing (instead of the approximate costs stated over the phone) and also have someone from sales come to give an appraisal as the work needed/suggested could be a great down payment on something new. I asked if those requests could be done simultaneously so I could make the best decision possible (either moving forward with service or trading in my car and starting fresh). The service advisor said no problem. I received the services quote same day; however, did not receive appraisal value until I reached out several times the next day. As I was having a hard time getting in touch with sales, the day after I took my car in, I told my advisor that regardless of the appraisal value I would not be moving forward with any of the services. He said he understood and would let me know when my vehicle was ready for pick up. When I went to pick it up I expected a bill between $250-$300 for the inspection; however, to my surprise the bill was $763.85. I asked what that all was for and it turns out some of the work was done. The advisor told me that I had already signed off on the 3 oil change package and brake fluid and that those services had already been completed by the time he had called me with the inspection results. This was never told to me via phone or email, and it was my understanding that since I requested no work to be completed as I was considering a trade-in, that no services would be completed (as he has verbally and in email confirmed that he understood and no problem). I asked for a manager but was told the service manager was on vacation and that there was nothing they could do about the charges. I asked if I could have the oil change package removed, as what good would having additional oil changes so me as I made the decision to sell the car, and just pay for the one conducted and was told no; but, that the good news is that the oil changes are on the VIN thus transferable to the new owner.This was a very frustrating experience, especially since it was my second visit because the first visit I booked in early September led to me being turned away because there were no loaner vehicles available (I had selected alternative transportation on the request) and that the right technicians were not in for the services requested.After making the decision to trade in my car, I had an x3 picked out, checkbook in hand; however, after all of this I'm reconsidering my years of loyalty for BMW or at least BMW Escondido, as I haven't had any problems with BMW San Diego.
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August 2023 by Jami B.
Lower your expectations with Penske's customer service. Took my 2013 X1 in for an oil change. Couldn't easily communicate with them the day of service, and later when I had a good amount of oil that had leaked on my garage floor. Left a message, but no retuned call. Called 24 hours later; on hold for a while, got the AI, "Willow", then another person, then an outsourced person who said they could fix the "lick", on hold, then, "no loaners," "no appointments," "not open on Mondays." Gave up. Used to always see Hector who was awesome, but personalized service doesn't seem to be a priority anymore.
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August 2023 by Mike F.
I should have read the other reviews before taking my care here! I brought my car in for an oil change, cabin filter replacement, and air filter replacement as all were due for service. The car is a 2020 540i w/ 29K miles. I mentioned my coolant warning light was coming on intermittently and I would like it checked. I also said the seat cooling function on the drivers side seemed like it was working as when I first bought car. The car is still under the original factory warranty. They ended up charging me for some vehicle check per CBS data due per CBS data. What is that I ask? I don't remember asking for this, even though on the original estimate it does say that I requested it. There is no $ amount next to this line item on the original estimate. How could I request something I have no idea about? Anyways, when I questioned the service person Eric, they said I requested it. Then they said it was recommended by BMW, then they said it was done because their original diagnostic found a warning light. Sounds a lot like BS to me, no matter how you try to explain it.This is my second trip to this dealership. Last year, they tried to do a bunch of stuff my car when my wife brought it in for an oil change. They are owned by Penske and we have had the same type of BS pulled on us at the Escondido Audi service center...also owned by Penske.It is basically a used car experience. I paid almost $800 for an oil change, cabin filter, and air filter and some service that no one can explain to me what it was for or what it did....And after all of that, they tell me they don't wash cars any longer. My car is 10X more dirty today than it was when I brought it to them.End result...we will be driving over to Encinitas the next time my car needs service. These guys are crooks. I never had these issues at Escondido Lexus.
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August 2023 by Deborah W.
Worst experience ever!! They had my car for five days. They returned it w/o washing or even charging it. I expressed my dissatisfaction via multiple avenues. No one responded. I would never return to this facility again. They lack customer service & don't seem to care.
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August 2023 by Sunny B.
I have a new 2023 BMW X - 1 which is so responsive to drive, but it also has many new features that my older car did not have. I feel very safe in it but I also had some questions that I returned to the Service Center to answer. The Service Department, and Mike in particular, fixed all the problems that I had caused and explained everything in detail with the service I needed! Couldn't have been happier! I felt very cared for and was taken care of in a very timely manor...much appreciated.
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December 2022 by Dan Rogowsky
It's local pickup for me, but I really appreciate that they're being competitive with pricing for us enthusiasts and DIY'ers. Been using them for 7 years, has always been great.
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October 2022 by Richard Shirley
Website is misleading and doesn't accurately state what's in stock. I ordered the part ...they happily took my money. When I showed up to get the part was told " oh that's on backorder for at least 4 weeks"The WEBSITE should have stated that and not list it as available in stock.Now they get a interest free loan while I wait for the return. Very shady way of doing business
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October 2022 by Michael H.
Michael Duplessis at BMW Escondido is absolutely amazing! I can't say enough good things about Michael Duplessis. Honest, transparent, personable, and knowledgeable. I have much love for Mike. Our interaction felt as if we had known each other for years chatting about family, sailboats, and life goals. Having just purchased my 2012 535i I took my car for PPI (Pre Purchase Inspection) Mike provided me with clear expectations and recommendations based on his many years of experience. He didn't try to upsell services I didn't need. My required some work, however, Mike took the time to explain what services were important and which services could wait. While my car was being serviced I was provided a new X5 M sport and he comminuted with me every step of the way regarding the status of my vehicle. The day I picked my car up the entire service team was great. One of the young ladies entertained my 7-year-old son's Pokémon stories and everyone was extremely friendly. If you are searching for a place to service your BMW, Mike Duplessis and the team at Escondido is the place to go.
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September 2022 by BeachBaby C.
Don't take your BMW here for service! The most unprofessional, inadequate, rude service department of any car dealership we have ever encountered. Made an appointment, brought the vehicle in expecting Hector to be our Advisor. Instead we get Kathryn. Seemed very inexperienced because she kept asking another Advisor questions. Owner's relative I'm assuming? Same last name. We were treated like we didn't know what we were talking about, when we have family friends in the industry. Advisor Harris Fecher acted rude and creepy, staring at me while I was on a phone call, attempting to intimidate me. Didn't even introduce himself, just came into my conversation with Kathryn being rude and condescending! Unacceptable! Day 1, nearing the end of the day and no status on our vehicle so I text Kathryn. She replies that the Tech cannot figure out what's wrong. Day 2, no status all day so I text in the afternoon. Kathryn tells us that the Tech STILL doesn't have a diagnosis on the vehicle, but that he promises he will by the next day. Day 3. We are sent a half as* video from the Tech. Totally unprofessional, NOTHING like other local BMW service departments. The ONLY reason why we brought it to this particular location was because they were the only ones that could take the car the next day. Little did we know they wouldn't even be able to look at it for three days! The Tech states one thing, and we found out that either the Tech or Service Advisor stated something different in the notes to the extended warranty company. Voiding the repair being covered. We have never in our lives dealt with such an incompetent service department, ever!! They wanted to charge us $900 for something that Encinitas BMW charged us only $300!!!! Yes we ended up taking the vehicle to Encinitas where we are always treated properly!!! They were definitely trying to rip us off, but we're not the ones!! From drop off, nobody around, nobody to receive the vehicle..I had to wait for someone to come, to dealing with the Service Department's creepy Advisors, to dealing with the non communication while our vehicle was with them, to nobody being in the bay at drop off. What kind of service department are you running? We look forward to completing the Survey!! GM Quezada, and Service Manager Asaro should have a chat with FECHER. Totally unprofessional and creepy!! We will never return here ever again. Nice try attempting to OVERCHARGE us out of pocket and purposely stating differently in the notes to the extended warranty company to void it for the repair!! FAIL on all parts of their Service Department! Like I said, do yourself a favor and don't bring your BMW in for service here.
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July 2022 by Justin Suk Hwan L.
Wrong diagnostic and over price is serious problem with this service center.. I've been taking my car to this location for 2 years just because i have warranty ...but the mechanic who worked on my car was so rude.. I wanted to ask deeper question about the fix and he didnt gave me clear answer and after opening the engine cocer, he throw the cover on top of my engine and just left... I spent total $14k in 2 years if combine all fix cost before warranty coverage and always felt not satisfied after fix.. one time after major fix (harness change) engine light cameback twice and expressed my stressed and they advised I need to changed totally something new... just too frustrated with these guys... I dont recommend these guys at all instead please find other good reliable local mechanic
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June 2022 by Steven T.
My 2016 BMW X5 has been complaining to me that it wanted its brake fluid replaced. I've been putting it off because I work quite a distance from BMW of Escondido and just couldn't find a way to leave my car there for the day. I made an appointment today at 7AM. Came in right at 7AM. They were open and helped me. Told me it would take an hour and a half if I waited. I waited. They were done in 45 minutes, and fished out a penny I got stuck in my seatbelt connector. I am very satisfied.
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May 2022 by Sharon M.
I bought my BMW in 2009 from BMW Of Escondido. Today I received a Takaka airbag safety recall notice with a scary graphic of stuff flying out of the steering wheel and hitting the driver in the head. I never received an airbag recall from BMW of Escondido, and I won't be buying my next BMW from a company that doesn't care enough send a recall notice for a potentially fatal defect.
