BMW of Bellevue Service Center

To AutoNation Customer Relations: I took my 2023 iX to BMW of Bellevue last Thurs (5/28) for warranty service on the driver's seat. After I picked it up yesterday (6/3), I suddenly noticed a couple hours afterward that my dashboard's glass screen behind the steering wheel had a small impact shatter on the bottom edge and thin cracks across the glass. The cracks were near invisible earlier in the day but showed up in the lower afternoon sunlight. (See photo of damage) I brought the car back to BMW of Bellevue this morning (6/4) and pointed out the damage. I also pointed out that it was in the exact same location that their valets have a bad habit of putting keys directly against the glass screen. (See photo of where the valet actually put my key fob this morning) The service advisor Angel pulled up a photo of my dash at check-in on 5/28, which showed the damage. However, this photo was taken at 7:59, and my car had been taken by the valet 10 min earlier when I arrived at 7:49. (See photo of my travel timeline; I asked for the photo from check-in but they have not responded to me) My dashboard screen was not already damaged when I brought the car in at 7:49. Otherwise, I obviously would have asked for the screen to be repaired. Also, the damage looks very fresh as there is a small pile of glass residue underneath (it would have been shaken off if I was driving around for a while). The photo showing that the screen was damaged at 7:59 implies that the damage occurred during the 10 minutes of initial service check-in. I spoke to Jay, the supervisor, who said that that the glass is very "durable" and would take someone "throwing a baseball" at it to crack. (I really doubt that's true; it seems like accidentally dropping the metal key fob could cause a focused impact that damages the bottom edge of the glass.) BMW of Bellevue would not take responsibility for the damage, and quoted me $6,200 to replace the entire iDrive head unit (part 65-50-5-A7B-2E1). As BMW of Bellevue is part of AutoNation, please let me know if anything will be done on your end to make things right.

I had a great experience at AutoNation BMW Bellevue. The staff was professional, friendly, and very knowledgeable throughout the entire process. From scheduling my appointment to picking up my car, everything was smooth and transparent. They took the time to clearly explain the diagnosis, repair options, and costs, which I really appreciated. There was no pressure, and communication was prompt and honest. The service team kept me updated and completed the work in a timely manner. Overall, this was one of the best dealership service experiences I’ve had. I highly recommend AutoNation BMW to anyone looking for reliable service and excellent customer care. Will definitely return in the future!

The experience we received from BMW Bellevue was nothing short of amazing. Our service person Michelle, communicated everything throughout the service and kept me updated regularly which I really appreciate. I sent a text as well and was responded to promptly which is fantastic. I recommend getting your BMW serviced here at BMW Bellevue and ask for Michelle, she was awesome to work with. Thanks again everyone

The process was quick and informative. I was disappointed that the salesperson said he couldn't find any details about the accident the car had been in. When signing the closing papers the lovely agent helping me, found and shared all of the details of the accident. The fabric was pulled off of the rear folding seat and no attempt appears to have been taken to fix this issue. We love the car and overall the purchase was smooth and trouble-free. I do appreciate the vehicle being full charged upon receipt.

This was my very first car service experience in the United States, and also my first service visit for my BMW. I truly did not expect it to be such a remarkable experience. From the moment I arrived, the check-in process at BMW Bellevue was exceptionally smooth, efficient, and seamless. The professionalism and ease of the entire experience left a lasting impression on me and gave me a genuine ‘wow’ feeling. It set a very high standard for customer service, and I sincerely appreciate the team for making my first service visit so comfortable and memorable.