Jeff Eustice

Review of Irvine BMW

Poor Service Experience, twice. I had been taking...

Poor Service Experience, twice. I had been taking my car to Sterling BMW since I purchased my car there but I had a job change and Irvine BMW was the closer option. When I purchased my car I also purchased extended maintenance and warranty.

Visit 1 - I took my car in for normal checkup and oil change and also because I had a shudder in the brakes. I literally had to beg to get a loaner car. They told me they no longer cover loaner cars for things like oil change; something I received automatically at Sterling. When I received the car back they told me the brakes weren t worn enough to replace yet. So I had to live with the shudder.

Visit 2 - I scheduled my appointment online, which was apparently a big mistake because you have to reserve a loaner car and the option does not exist for online appointments. You have to call and beg I guess. It had been 10k miles since my last visit so due for oil change and again have my brakes inspected. My brakes shuddering really bad, this cant be good for the car. I take the car in and am told no loaner option because I didnt make a reservation. I paid out of pocket for an Enterprise rental 2 miles away, no option from Irvine BMW. I waited a few minutes for their free Uber service but after 10 minutes I just paid my own Lyft ride.

I get a call around 1pm that my car is done but the brakes are not covered. First I was told that rotors are not covered but after I insisted they were I was told that the brakes arent worn enough to be covered by maintenance. I returned my loaner to get my car back. I called BMW North America to verify this claim and was given a very PC response but confirmation that rotors are covered by my extended maint and warranty. I argued with the service manager who finally agreed to replace them. I needed to get back to work so I left with my car to deal with it another time. When i get my car back, my front license plate is twisted and bent.

Seriously, these jokers are a mess. I wont be going back. I dont want to drive from south oc to newport but its that or cancel my extended maint warranty.