Nataliya Kushnir

Review of BMW of San Rafael

I owe this review from our 2015 and 2016 experien...

I owe this review from our 2015 and 2016 experience, and now 2018 too - this great place does not change! We all got 3 cars from these guys. I needed to write this review because... now I know how bad can be experience in other Bimmer dealerships.
I live in Moraga, and there is a Concord BMW right next to us. Thinking that the fantastic customer service at Marin was a standard for BMW, we went to Concord to return 2 of our leased cars. What a scam! First no one returned our calls for 2 days. Finally we just drove there without appointment. Our cars were pretty much perfect - as loved and cared for as possible, so we expected smooth and problem-free return. The 'lease specialist' found and marked every tiny blemish and scratch, and told us that normal wear and tear does not apply, and it will cost me about $3000! We lease cars all the time and know the rules, so I felt like highway robbery! When we disagreed she replied that she does not care and"she waisted 1 hour of her time on us". There was no "customer service". Not to mention that she gets paid for that, and we were the ones who took time off work and waisted it! We left with the feeling that we never going to get Beamer again!
Marin BMW is 50 min away, we drove there, as we had fantastic experience leasing cars with Peter! We should have done it in the first place. We got that "WORLD CLASS SERVICE" again, as 3 years ago, and all my anxiety was gone, and all I could say was - "BIG THANK YOU" and "never again in CONCORD BMW"!!!! Especially want to thank Brett Lynn, who (I think) is a Manager