BMW of Carlsbad

Not the best experience. This was my second BMW purchased from the BMW dealership and the first experience was great at the Encinitas dealership. Very helpful, and ordered racks floor mats and extra accessories with a discount for me. I visited the Carlsbad lot over 5 times to test drive and look at options, every single time I went I was walking around the lot for at least 5-10 minutes before anyone even acknowledged I was there IF they even did. I went multiple times and walked around waiting for someone to come out. Majority of the time they didn't. Note that I am a younger woman, who was by myself shopping for my next BMW to purchase. There was one x5 I saw on the website (the one I ended up purchasing) and went a few days later to test drive with mother and finally was helped out. The car itself was not cleaned and there was a button broken on the center console even though it was on the website and front and center on the lot for sale. I ended up purchasing it about two weeks after that test drive. When I went to complete the purchase after so much communication saying that I was going to be buying the car, the most minimal cleaning was done and the button was NOT fixed. The salesman was great at the time and going over the features and could not show me them with the broken button. Still was sold to me broken after I no longer had a car to drive around in, so I couldn't wait longer to purchase. I had to bring it in a week after purchase to have it fixed and get a loaner vehicle. I went from and x3 to then purchased the x5 for size and was given an x1. The x1 was not a loaner vehicle but a used car that was actively for sale and told that if someone wanted to purchase it I would have to go back and swap it out for a new loaner. In addition to the broken part on the car I just bought. when I would start the car itself STUNK SO BAD. After dropping it off, I was notified that the whole center console needed to be replaced. Then the next day they told me the wrong part was delivered and the terrible smell came from "little hairs on top of the back seat." They said they would detail the car to get rid of the smell. I had the car for a week, I have a dog who sheds who was in the car for about 10 minutes so there was barely any hair. It most definitely did not make the car itself stink when it is started. I know it was the filters due to the time the smell occurred, explained that and asked for the filter to be replaced as well because I know the car. They told me they were replaced too recently (a few months ago) to need to be replaced. I told them that they need to be replaced at it was a new car that smelled bad, it was not from dog hair or something that I personally did. They agreed but when I picked the car up, not only was it not cleaned at all but the filters were not replaced. They clearly set off a scent bomb because it was fine for a day or two but then the smell immediately came back with the hot weather and when the car turns on along with the vents, the intense smell came right back. The button was fixed. I asked my salesman who helped out with a lot the whole time to check the service notes and never heard back. Super annoying and frustrating experience. However, I will add that across all other BMW deal ships I visited multiple times 90% of the time I was never acknowledged or helped. It's my second bmw, I love the car so I want to purchase a quality, inspected car from the dealership itself but now with all of the problems it was sold with, I'm pretty confident that it was not inspected at all. It's almost like I'm waiting for a more major problem to come up at this point. And they made it obvious that I will not be properly helped at service appointments. Bad experience and not confident in the car or service center at this point. Maybe I don't recommend it if you are a younger woman shopping and handling the car alone.

The facility is organized and well staffed. Keith (service rep) was very efficient and concise. Work was done quickly and right. The turn around was fast and price reasonable. I congratulate myself for finding my new BMW service center.

I feel like I have a very strange relationship with this dealership. I leased a vehicle from them in December, but it took me a few visits before I decided to work with them. If memory serves correct, I worked with them because of their selection, but my first warning that I shouldn't have worked with them was when a sales representative "said" he was going to get back with me and never did. I ended up working with another sales rep, who got my business. My sales rep said that after driving the car for a month or so, call them and they could have a "BMW Genius" work with me so that I know all the nitty-gritty details and features of my car. Okay. Sounds cool. Life happens and time passes. 10 months later, I call and leave a message with a human who told me that someone would call me back. Nobody did. I sent a text to my sales rep who said HE could do the "Genius" appointment. He asked when I was available. I responded. He never did. I called again and some one with an attitude (Fred? I believe, but I don't want to give Fred a bad name) transferred me to a voicemail system that hung up on me. (Think he did it on purpose after I called him on his attitude.). Called back. Talked to another human who said he would "walk my message" over to the "Genius" group who would call me back to schedule the appointment. Never heard back. Leads me believe that the "Geniuses" know about their cars, but don't know how to make a phone call or schedule an appointment. I love my car. Believe I got a decent deal, but I question why I worked with them at all. Considering I leased the car and will need another one eventually, you'd think they'd realize that I am going to be a client for someone in the near future.

This dealership is very accommodating and thanks to Jay we all had a wonderful experience.

All good. The genius guys were very helpful to try to understand the complex user systems and video interface.

My experience was very lousy, to say the least. Here are the main factors - Zero response via text and phone. Trying to charge me a diagnostic fee when my extended warranty had not expired. Keeping the car for 6 days when it should have been 1. They are trying to charge me for a part that was covered under my warranty. I requested to speak to the service manager but haven't received a response. I guess the lack of services starts at the top but I was very un-impressed by the service department and have zero confidence in this staff.

This dealership seems to have no firm captain at the helm. I called to buy a car that I saw online and agreed to purchase the car after just five minutes talking to the salesman. A 85k sale. Should have been the easiest transaction ever. But, it has been a total nightmare. They got the purchase paperwork to me late, then took forever to ship the car to me after the purchase was closed. I could get no one to give me any details about the shipping even though I contacted many times to get information. It is impossible to get a sales manager or general manager on the phone as the staff at the dealership screens customer calls and never will connect you with a manager. I have emailed three different people at the dealership requesting a copy of my purchase paperwork, and no one responds. I’ve sent probably 10 emails. No one seems to care. Finally, the car was delivered, but without any paperwork. It has been six weeks since I bought the car and I still do not have any documentation saying that I own it. I can’t drive it as it has no temporary registration, and I can’t go down and get my own temporary registration because I have no paperwork from the dealership. Nothing. And no one will call or email me back. Complete nightmare. if this is how AutoNation runs their dealerships, steer clear.

I can’t speak highly enough about the exceptional service at BMW Carlsbad! From start to finish, the entire process was smooth and professional. A special shout-out to Jorge Montgomery, who went above and beyond to make sure my requests were not only heard but taken care of in a timely manner. His attention to detail and proactive follow-ups ensured that everything was completed perfectly. It’s rare to find such dedication and customer care, and Jorge truly made the experience stand out. If you’re looking for top-notch service, I highly recommend BMW Carlsbad!

In and out service was quick and easy. Oil leaked fixed on my 2015 X5 got awesome loaner to take and pick up 4 grandkids too!

I reached out to them several times. Received no response. They appear to have a decent inventory, but I couldn’t even get someone to confirm that the car I was interested in was on their lot.