Peter Pan BMW Service Department, Burlingame CA

I been customer with Peter pan for years on and off and each time spend too much money with too much labor coast and poor customer service, each time has to be issue with either the vehicle quality of repair (very poor) which's you can find way better quality of repair Peter pan costomer service and the advisors and the poor quality of the customer service, So
today Peter pan BMW service Manager called called the police on me because I felt disrespected when the service manager called me lier, after I informed him that I was at hospital ICU for heart attack because I was late to return the loaner and pick my vehicle after I spended morethan $2200 only this visit, I felt discremenated and disrespected as a customer, it just miserable and unpleasant experience that I never experience in my life and I won't never recommended Peter pan to anyone.

Really nice service center for BMW owners. Got me in and out quick and provided the loaner car for service.

Friendly and effecient staff. Jordan is a great advisor. Loaner car dirty inside (sand, good wrappers, hair, food, yuck!) Minus a star!

Extraordinary service here usually get a loaner and a free car wash with service. Bought the additional service warranty after 50,000 miles and it's worth it. No worries over small stuff. Staff is very courteous.

Unfortunately each time we’ve gone here the service took way to long. It took over an hour to just drop off our car even though we had an appointment. Our specialist was late and non-communicative. It also took a full day to get an oil change which is ridiculous.

BUYER BEWARE- They BROKE our car and didn't take responsibility. We had an awful experience here. We brought our BMW X5 in for a drivers side airbag recall and this is what happened.

After my husband picked up our car after the "repair" and left Peter Pan we discovered our horn stopped working- the exact part of the car they worked on as this is where the drivers side airbag is. When we called to let them know, they stated they would not provide a loaner car and we would have to wait for them to "analyze" the car to see if they were responsible. After arguing with them they said they would do us a "favor" and provide a loaner car, wow, how generous! They later called and stated that they completed their inspection and they decided that they were not responsible. Luckily, we just had our BMW serviced through our trusted and honest mechanic (unlike Peter Pan). He confirmed our horn was working fine and also let us know he had heard many stories like this about Peter Pan. He said he warns people about using them because of customer complaints just like this. When we complained to our service provider, Gus, he said that they were sure that it was just a "coincidence" and said we would have to pay an additional $400 to have them further inspect the horn. Unbelievable! We let him know how this looked and he was abrupt and rude and said that they did us a favor by not charging to do the initial inspection of their faulty work. This was shocking. Their complete disregard for their customers and the appalling customer service was not at all the experience we have had at other BMW dealerships.

We then read many of the reviews below and wish we had prior to bringing my car to them. We encourage everyone to read the reviews below. This outfit has no regard for their customers. We will be sure to inform everyone in our community of their business practices to ensure nobody else has their car damaged by Peter Pan.

On a secondary note, they made us wait for an hour after my initial appointment to be serviced. When we came back in to pick up our car a salesperson approached my husband to sell us on 4 new tires, keep in mind we just bought two tires less than a year ago from American Tires and we knew two were close to needing replacement. He insisted we needed all four replaced. The salesman was politely told no thanks, which the salesman wouldn't accept. He persisted to the point that he had to be told "no" four more times. Finally, he got within a foot of my husbands face pushing his paperwork on him. Keep in mind we are wearing face masks and we are supposed to be socially distancing. My husband finally had to get up from his chair and walk away from him. We let my service manager Gus know this and he said please give me a good review online, that wasn't my fault. It's clear that this outfit cares only about up selling it's clients rather than servicing them for the items they came in for with no regard for customer care of safety.

Took my BMW there to get service done. Everything went great, got new tires and that annoying broken parking lamp changed:) loved that I got a very nice loaner to drive for the few days my car was there. Thank you guys! Also, everyone is very nice there!

Steve and the team here were very professional and did a great job on the break-in service for my M2. Everything went smoothly and I felt confident that it was in good hands.

Professional service. Updated daily with progress of car via text message. Very thorough and efficient work.

Getting there was a little bit of a challenge, but not too difficult. There's signage everywhere telling you where to go, so it's almost impossible to get lost. The staff were friendly and helpful, they answered all my questions and generally put me at ease. The customer lounge is open, comfortable, and has free WiFi. Communication throughout the service was precise and comprehensive. 5/5

Great place to take my care that has a full service and warranty package. I can only speak to that part. I can imagine it is very expensive if not covered. Great people there. Always professional and clean environment. Love the coffee machines in lobby. Highly suggest you visit them if in the shop.

MAKE SURE YOU DOUBLE CHECK YOUR CAR BEFORE YOU DROP IT OFF. Take pictures of your miles, gas tank, tires. My car was returned DAMAGED. When I inquired about the damage they claimed to not be at fault. We paid to get a detail, Mind you the detail cost $300, and they damaged the interior and left wax on the exterior! We had full tank of gas and the car was returned on E. I’m pretty sure they used it for a joy ride. I won’t be coming back, just a headache & more problems.

Terrible service! They dare to charge $299 only for updating the navigation map. While other dealers can update it for free. Besides, they insist making appointment for every service and they don't accept walk-in. They are the most terrible dealer I have ever seen!

What a wonderful service!

You guys still doing an awesome job as usual, without any appointment went to check if I have any oil leak for my car, they checked my car and added oil, express service without charging me!
I’m actually so lucky to have Wai my service advisor.
Thanks again for your awesome customer service

If you are not careful they will overcharge you and recommend things that are “nice to have” but non-essential.

There are always hidden fees.
I quoted the price for engine oil change, they said $99.50, when I arrived they said there was another $150 fee for engine oil filter change, I asked can I only change oil, answer is yes, but they won't reset service indicator.

Make sure you take pictures before you bring your car in there. Also take your time and check your car before you leave. Close up and sideways. Quadruple check that they don’t smash your car before you leave.

Your courtesy Car driving on the street super fast don’t care about any body life lane change wit out any signals what kind of people working for you guys it was Asian lady was diving could kill somebody these people should get fined very horrible disgusting don’t care by human live

Great service desk. They do a great job. Probably the best bmw dealership service in the bay area. Easy to get a loaner car while yours is in for service.

Ask for Ms. Wai Wong (Assistant Service Manager) to help you with servicing your car, or if you had some issues with prior services. She is the person that knows how to get things done on your car the right way with no hassle or games.