Great service

Evan did a wonderful job of closing a deal for me and my family. Easily one of the best salesman I know. If you are interested in a BMW I suggest you call Sterling Bmw and ask to speak to him. He's also working on closing another deal for a close friend.
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ID
#2967531 Review #2967531 is a subjective opinion of poster.
Location
Newport Beach, California

Steer clear of this dealership

The incompetence of the service department is maddening - the dealership's sales tactics are questionable - and their general refusal to address a problem vehicle after point of sale is frightening and unethical. If you want details, read on... We purchased a CPO 2012 X5M from sterling BMW during memorial day weekend May 2015. Along with the extended warranty, we elected to purchase the extended service contract. As the finance salesperson put it plainly "all you will ever have to do is put gas in the car!" Sounds good, right? Wrong! ...Turns out, this could not be further from the truth. Starting with the day after we drove the vehicle off the lot, the "low oil" warning was activated. Apparently oil level is not a critical check when Sterling declares a vehicle "CPO". This warning has been on and off ever since - a chronic issue. The dealership has been unable, unwilling (or perhaps a bit of both) to solve the issue. In order to be able to operate the vehicle safely (or at all), we have been forced to add a quart of oil ourselves every few hundred miles. The dealership has offered to top off the oil for free. Unless I happen to be at the dealership. Call me crazy, but unless I happen to be next to the dealership when this happens - in my opinion - it is not really worth my time or effort in order to secure a free bottle of oil. I would much prefer owning a vehicle that did not have a chronic oil consumption issue.The dealer has advised in recorded voicemails to "just drive the vehicle - it is not really an issue" and also that "yes, your vehicle does consume oil - it is normal and a known issue". The contradiction, lack of situational awareness, and lack of care/caution is alarming. The brakes have squealed like a scared pig since the first week of driving. Again - no resolution from the dealer. Just empty justification and meaningless drivel about the high performance nature of the vehicle. In December 2015, a turbo vacuum hose failed. The dealer alleged it was due to "rodent damage". We had a professional inspection of our home which determined there was no sign of rodent habitation. The dealer did not seem to care - and insisted we pay for the repair as "damage due to forces of nature" is not covered under the extended service policy we purchased. How convenient. Additionally, after I reluctantly agreed to pay, the communication about the repair fell off a cliff. On Dec 21, I was told by the service adviser that the vehicle would be "ready tomorrow". Fast forward to Dec 31...no update from Sterling. So I decided to call and inquire. I was then told that the service adviser had apparently taken an unexpected leave of absence, so the car was not ready - and that it would be ready the following day. They did not seem to think this was unusual. I guess backup coverage is not something they are staffed for. Immediately after receiving the vehicle back from the above mentioned service visit, the battery in the vehicle failed - causing yet another service visit. I guess this was yet something else missed in the rigorous inspections performed on vehicles while in their possession.Seeing a pattern here? I do... Then comes the dreaded letter informing that our vehicle is impacted by the recall of airbags due to potential unsafe and lethal deployment. So what does Sterling say when I call to explain that I am unable to put my family in this vehicle out on the open road (its primary and intended purpose) and to request alternate transportation (which is being offered by most every manufacturer impacted)...? They say they'll put me on a waiting list. In the meantime, of course, they were interested in offering me some incredible sales incentives to get me out of this scary dangerous vehicle and into a different BMW. I called the salesperson as instructed... twice... to set up an appointment. They never called me back. Are you shocked? At this point, I'm not... Steer clear of this dealership for your BMW sales and service needs. Unfortunately, Sterling BMW has left us no alternative but to explore legal options to resolve the very expensive problem they created for us.
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ID
#844718 Review #844718 is a subjective opinion of poster.
Location
Newport Beach, California
Product
2012 Bmw X5 M Car
Reason of review
Poor customer service
Loss
$15000
Preferred solution
Deliver product or service ordered
New Reviewer

Horrible Customer Service - Issues with car in less than 24 hours.

Sadly I am thoroughly disappointed in Sterling BMW. All they care about is selling you a car and their commission check I have had the absolute worst experience and do NOT even want my new "certified" X5. I had it less than 24 hours and the check engine light came on. But I sold on the fact it was CERTIFIED with 144 point inspection and should not buy private party. I texted a photo of the engine light issue to my sales rep Robert and didn't hear from him that night or even the next day. Nor did he set up the complimentary satellite service features for me that he touted. I had to make 2 additional calls to get service. Robert said my paperwork was ready for me to sign the deal upon the purchase and we had to wait 1.5 hours only to be rushed out of the dealership so had no clue on how to use the features and benefits of my X-5 but I could call or bring the car back and someone could show me. My car (had less than 24 hours) still being serviced and waiting for another part so they are thinking it will be another week before I get to use my car. In the meantime, I am on my 3rd loaner from BMW (2 loans needed to be serviced) so they picked them up after again I contacted the sales person and he has yet to reach out to me after multiple requests to him. I have left messages for Preston who is in charge of the dealership but days later still have not heard from him. I called and spoke to Steve, Sales Mgr explained my story and how upset and disappointed I am about the situation having purchased a car I am unable to drive and for the lack of response from their team. Due to my inconvenience and lack of customer service or empathy except from Bryce in service, I was hoping for some type of compensation but all they can do is detail my new car and give me a full tank of gas from them test driving it. WOW! I asked them to give me back my range rover with no problems and I would start over and this request was denied as well. So they have my CERTIFIED X-5 that I am paying for, on a 3rd loan car and still have no idea when I will get it back. Today I received my payment booklet and I was supposed to have been given 2 months free which it did not reflect either. This deal has been nothing but issues and disappointments. I am not embellishing this story at all. I would never buy a BMW again and certainly not at this dealership. Lack of customer service and certainly clueless on how to satisfy their customers. At least the drive to Newport Beach was nice since they are on prime real estate on PCH.....but keep driving! Not worth the hassle, time or money.
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ID
#541698 Review #541698 is a subjective opinion of poster.
Location
Newport Beach, California
Reason of review
Poor customer service
Loss
$500
Preferred solution
Full refund

Theft cheaters stealing

took my 535xi to have lights rest gave me the run around three hours later est was $450.00 to rest lights and reprogram system, had to pay the best part was they had car ready and at cashier in twenty mins ripofff yes the lights are out in dash still wont pass emission test would not advise this dealer they are a joke the service advisor was rude and pushy said the car needs work the car had all new brake parts replaced just needed dash warning lights reset the dealer are ripoffs they have you and stick it to you when its time to servive not my mechanic
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ID
#530549 Review #530549 is a subjective opinion of poster.
Location
Sterling, Virginia

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Verified Reviewer
New Reviewer

Horrible Service

BMW - Poor Service Followup. Never buy a BMW from them. Bad service after they make money from you. I live in Lake Elsinore, ca about 45 miles from Newport Beach where we purchased a new 2013 BMW 328i about 0ne (1) year ago. The car now has less then 10,000 miles on it and has not had it's first service requirement as of yet. I brought my 2013 BMW 328i in for "engine malfunction Drive Moderately" alert. They said they checked it out and found a rod was bent and the car needed a new $21,000 engine and warranty doesn't cover it. Caused by the car being flooded. When the *** did it ever flood in the Inland Empire. I said have a manager call me. Well 48 hours later, still no call, they have the car, and I am absolutely frustrated. This is my 1st BMW, and it will be my last, as well as letting all my friends know of this great experience.
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ID
#433796 Review #433796 is a subjective opinion of poster.
Location
Newport Beach, California
Loss
$48000
New Reviewer

Sterling BMW Horrible Customer Service. Do Not Buy a BMW.

I Leased a brand new BMW 640i grand coupe on May 24th 2013, on June 20th as I was driving on the freeway the sunroof popped (very lucky I did not lose control of the car) we called Sterling BMW in Newport beach California where we got the car from they gave us a rental to this date which is July 25th I have not been able to get any answers from the dealer and no return phone calls from their service supervisor Tony. Found out today finally (had to go to the showroom) that they do not know how to fix the car and have no dates when, I believe under the Lemon Law BMW needs to give us a new car right away, BMW is very lucky that I did not lose control of the car did not hurt anybody or myself and BMW needs to step up and take care of this situation right away. But away I had three BMW 750iL in past with no issues so I am very surprised with the treatment I have so far received from Sterling BMW , if you are interested I have more about how they fired the salesperson that sold us the car to cover their own skin. Very disappointed long term customer, no one from Sterling BMW will call you back Tony Cardenas, Steve Army, Doug Janco.
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ID
#433295 Review #433295 is a subjective opinion of poster.
Loss
$10000

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