Peter Pan BMW Service

I decided to transfer service locations from San Francisco to Peter Pan and I’m extremely impressed. From the moment I drove my car into the driveway to being dropped off by Ernie (shuttle service), I always felt well taken care of. My advisor Steve Hooper was informative and personable. You could tell he’s been in the business for a good time and that made me feel comfortable leaving my car in good hands. The courtesy car service is a major plus. I commend how Peter Pan employees go out of their way to make each process more convenient for their customer. Thanks again, see you soon!

Update: It seems the reason my BMW liked to spend more time in the shop than in my garage was that sloppy techs at Peter Pan could never manage to fix it right. Month after month, it was always something. When the warranty ran out I took it to a trusted local specialist who fixed in it one visit. After that the car ran smoothly for TWO YEARS.

As far as background info, I have owned 7 BMW’s and have generally been satisfied with their cars. and service… until now. I leased a BMW 328i (2014) a couple of years ago. I brought the car in recently for two defects: headlights which do not illuminate the road properly at night. Excessive wind noise coming from windows at freeway speed.
The short part of the story is that after repeated attempts to fix the issues, I was put in a position that they wouldn’t repair the defects. BMW of North America was unresponsive, after several attempts to escalate the decision to higher levels. They «copped out» and refer it back to Peter Pan BMW saying the dealer must confirm the condition and verify the type of fix to correct the deficiencies. After repeated visits to Peter Pan and speaking to the Service Manager, he confirmed that there was nothing they could do unless BMW North America approved the repairs. So I’m caught in a «catch“22 predicament.
The upshot for the consumer and buyers of luxury cars is this. You pay a premium price for a car like BMW, but you do not receive premium service when there are defects that the Manufacturer should be responsible for. and don’t accept that responsibility.
So beware buying public about what cars you purchase and how the manufacturer stands
behind the warranty.

I have been privileged to meet John de Palma during my regular service check of my BMW. He has been polite, hard working and simply very pleasant. I would like to share my excellent experience and really hope his good service gets recognized.
Thanks John!
Cheers,
Meric Kutlu

One of our tires had a nail and it was towed to Peter Pan BMW. Peter Pan BMW gave me a loaner on a very short notice and allowed us to continue our day to day obligations without any interruptions. My service adviser was Justin who did a great job in keeping me in the loop on the status of the car and when it will be ready. He was very prompt and courteous. Quoted price was competitive and fair. There was a misunderstanding on my end that the Service Manager David Brum handled very well. I will continue to return for the outstanding service!

I love BMW.
I have had 4 BMW’s thus far: Z3, 7 Series, 3 Series, and 5 Series. I’m like Goldilocks who loves BMW. After a few years I realize why it isn’t a perfect fit. The Z3 was too small, the 7 Series was way too much car, the 3 Series was too tight/​rough/​sporty a ride, but the 5? It is the perfect size for me to haul my daughters around, the gas mileage is better than the 7, and the ride is a great compromise between the super luxury of the 7 and the sport handling and ride of the 3. Yes, I am Goldilocks.
My current car, the 5 series is the longest I have driven one car. I usually last 2 — 3 years before I grow bored and want a different one but this current car is my favorite. I have been driving it for 5 years. Did I mention how much I love my car?
BMW is the ultimate driving machine but even better? The service. Everyone loves having their beautiful car serviced by BMW technicians with genuine BMW parts. Lucky for us this is complementary with our purchase for a few years. (My 7 series offered 5 years gratis service)
The service is nice but the service advisor is really what makes said service great. Kenny Lew has been my service advisor for 5 years. I have recommended him without reservation to so many Unilocalers and friends who later tell me they too love Kenny.
It is imperative you have a trust-​based effortless working relationship with your service advisor. I appreciate having the same advisor for the life of my vehicle because Kenny knows my nuances and can anticipate my needs. I appreciate personalized professional care. I reward outstanding, consistent customer service with my loyalty and recommendations to my loved ones and friends.
The thing with your service advisor is they are the ones who tell you what is wrong and how it will be remedied. They coordinate your service rental while your vehicle is being taken care of. They tell you when your car is ready and make sure it is freshly washed and all fancy so you can fall in love with your car again when you leave.
Or maybe that is just me. I fall in love with my car all over again when I pick it up from being serviced. I just really love my car.
Recently I needed an oil change and 2 new tires. I am no longer under the complimentary service so I have to pay out of pocket for my repairs.
$ 1,190.
I know. I was trying not to cry. It had to be done so I said ok.
Then Kenny called me he told me my oil gasket needed replacing. I had leaking oil. That would be another $ 2,400.
Kenny took photos and sent them to me so I could see what was going on. I told him to wait a week until I get paid again and then I can fix it. I also asked him to place an order so I can replace my 5 year old floor mats. Without judgement Kenny told me what warning signs to look out for while continuing to drive so that I don’t panic on the road until I can afford to repair it.
Listen I have no reason to lie to anyone. I believe people genuinely want to be helpful so if I tell the truth, we can work together to make things happen. If I cannot afford something I say it. Kenny made sure I wasn’t going to feel bad about that.
While I had the loaner for the initial work, someone hit it. Can you imagine someone hit this car while it was parked! Thankfully it was determined that I was not at fault so the loaner went to be repaired and the insurance took my deductible.
This is real life ladies and gentlemen. Don’t grow up — it’s a trap I tell you, a trap!
I returned a week later for the second service.
The 2 loaner vehicles were complimentary. I drove a new 5 Series that I did not enjoy. I really love my car. The other was a new X3. That was fun to drive but I still love my car.
I love my car.
Kenny Lew reminds me why I love BMW so much every time I come in for service.
He is consistently professional, courteous, and accomodating. He doesn’t talk down to me about the things I need explained about my car.
Lastly, he is HONEST. I admire and appreciate that.
The ladies at the desk are friendly and professional so you never feel bad paying all that money. They do their best to schedule appointments for service based on your schedule.
Peter Pan is where I purchased my 3 Series and 5 Series (Thank you Youbert!) Peter Pan Service is where I take my car to keep it healthy — Thank you Kenny Lew.
Five well earned stars for excellence! I highly recommend.

I love taking my car here and have been for probably almost 10 years now. I have used Pete Scallon since day 1 as my advisor And he should be recognized for his stellar service. He’s a great advisor, always super friendly, quick to call me back, make sure I’m taken care of. There is one girl in service whose been there back from the days when service was in San Mateo. I think her name is Michelle. She should Also be recognized for her customer service. I bought my first BMW there when I was 21 or 22 I think and both of these people never treated me any different than ab older customer, something I experienced at other BMW dealerships.

By far worst customer service. My 2014 2 series shut off on the freeway without any warning and I had the car towed here. They supposedly fixed the fuel pump module and since then the car continues to shut off, and now has new problems such as problems starting, problems going in reverse, and leaking. I have been here every other day for the past 4 months and they claim nothing is wrong with the car. Advisor mentioned there’s a possible problem with the starter and that he’s trying to convince them to repair it. They refuse to fix it and expect me to show up every other day. I don’t think they’re experienced in fixing the cars and can care less about putting our lives at risk. I also picked up my car once and found the whole back scuffed up and hit. They claimed they probably hit it during service and just buffed it out and detailed it. It has been nothing but a nightmare. And BMW of North America is nothing but a joke. They keep referring you back to the dealership for service. For service that clearly doesn’t happen! Never get a BMW.
I have my car parked now till my lease is up, I don’t feel safe driving it whatsoever!

My 2016 M235i was having a «Passenger restraint system: Malfunction.» Peter Pan BMW in Burlingame took a look at saw that my sensor needed replacement and they did so with a 3 day turnaround time. They also offered me an X1 loaner car in the meantime so I could get to work which was awesome. Wai was my SA and she called me a couple times a day to keep me in the loop. I appreciated that very much.
My one feedback is that when I got my car back, my Coral Red seats were very dirty. There were spots along the bolsters where it was so dirty that the red almost looked maroon. I had to spend some time to buy leather cleaner and conditioner to get it clean again. I would’ve appreciated it if they had a seat cover during the duration of use. Or at least have cleaned it a bit before returning to me. Otherwise it was a pleasant experience.

I’ve brought my 228i here twice now for service. The service department knows it’s a track car and they do a great job of making sure it’s track ready. Steve Hooper is an awesome service advisor. I always make sure I get appointments with him. He is clearly knowledgable and passionate about cars. I’ve also been very impressed with the shuttle service Peter Pan provides. The drivers are friendly and I’ve had many good car conversations with them. The staff provide great customer service. Whenever I call the person on the other end is polite and helpful.

Fast, reliable service with complimentary interior/​exterior washes at pick-​up. You definitely get what you pay for here.

Had two vehicles serviced there this week by Jordan — amazing service and results — super knowledgable, on time and friendly, couldn’t have asked for more. I have been to many, many BMW service centers and continue to be very happy working with Peter Pan and Jordan.

There are a lot of coincidences in life. Some true, some not true. I really don’t know if this is a coincidence or not.
Background: I took my car in to get it detailed, because I spilled beer in my trunk (never transport a keg in your trunk, kids). After a week of it re-​fermenting I took it to Peter Pan BMW after an upholsterer (sp?) suggested I take it to a dealership. It was my first time at PPB and I had a pretty good intake-​outtake experience. My service advisor, Steven, was very knowledgable, and funny enough actually had the same experience happen to him in high school, so I knew I was in good hands.
They gave me a loaner car, which was pretty cool, but it was a glimpse into the future of owning a BMW: the entire car was a computer. It drove me nuts. But I digress. Anyway, I go and pick my car up. Looked brand-​spanking new. It was incredible, except for a couple spots on the trim that did not get cleaned.
I am a good driver. I am respectful to the cars that I drive, both my cars and cars that are not mine. As such, I don’t slam around the transmission (even though it has sport mode) because my car is used and I want it to last me as long as I can.
Less than a day after picking up my car I noticed that my shifter wouldn’t shift over to sport mode. It was extremely frustrating, and after hearing so many stories about people taking their cars to dealerships (including a recent incident at Audi of Palo Alto, where a technician took a customer car for a joy ride), I couldn’t help but immediately think that someone took my car for a joy ride. When I jiggle it I can get it in, but I am unable to operate my car like I could before I took it in for service.
I contacted Steven and told him of my suspicions, and he said it would be $ 190 – 300 just to diagnose… I was not too pleased at this and cancelled my upcoming appointment.
I really don’t know what to think. I’m the kind of person that gives someone the benefit of the doubt. I want to believe that I might have caused it (or the fact that it’s a used car from 2008), however this was just too coincidental for me to let go. I took the car in and it drove fine, and when I retrieved the car it was in a different state. My takeaway from this experience will be to record the odometer before and after I take a car in for service, because I highly doubt that they tracked it before and after. I will also be investing in a dash camera, so in case I have suspicions, at least it can be proven/​disproven by my own evidence.

I highly recommend Peter Pan BMW! Justin Carlos always does an amazing job with my vehicle and goes above and beyond. He never fails me. Thanks Justin!

These guys were quick and clean and polite. Also, waiting area and restrooms were decent and well stocked. :)

So refreshing to work with honest people that care about customer service.
I went to Peter Pan BMW to get a second opinion on a $ 1,000+ repair job that San Francisco BMW said I needed. It’s amazing what happened next …
San Francisco BMW performs a recall repair and while doing this breaks another plastic part inside the engine bay. They tell me it will cost $ 1,000 to fix the plastic part and it is not related to the recall. I refused and that’s when I called Peter Pan.
Peter Pan Service Team examines the part and confirmed my suspicion. The earlier technician needed to remove the broken plastic part to perform this recall repair.
Get this … Peter Pan was apologetic that as a BMW owner I had to argue about this with another dealer. While they did not perform the original work … they said they would replace the plastic part and it was part of my extended warranty … for free.
The integrity, knowledge and service at Peter Pan BMW is superb!
Meanwhile at the other end of the spectrum is San Francisco BMW. Simply not people I can trust.

Dropped off the car without appointment to deal with an overheating issue. Pete noticed that it was due shortly for some additional service items and took care of them without being asked. Amazing service once again from Pete!

I don’t have a problem with a diagnostic fee BUT once the problem is uncovered, the service manager, Gus, should have contacted me to get authorization to do the actual repair. Peter Pan BMW, just did the job and add’l work not related at all to my visit and billed me $ 600. Oh and by the way, they saved me $ 200 because the invoice/​work order/​estimate was $ 800. i authorized the diagnostic test but not the repair. How can bmw in the first 15 mins of my arrival provide a cost estimate when bmw did not know what the problem was in the first place, hence the DIAGNOTIC TEST!!! It’s maddening…
Yes, I was treated like a queen at first but BUYER BEWARE! Can’t wait to give bmw their CSI Score…

I can’t say enough about this place…
1. My wife gave me the wrong date to come in for my appointment as in one week advance.
2. Gave me the wrong address (El Camino Dealership)
3. Warranty details and updates
Problem fixed:
1A) I was greeted very professionally with one of their tech’s and couldn’t find my name (wrong date! Lol) but He said «no problem sir! We will find it». Then a gentleman asked for me and brought me to his office. He went over further details about my new BMW 328i (warranties). Next, he didn’t even hesitated to reject my appointment and booked me right away. Last, with my new car still under manufacture warranty plus my extended warranty. He offered to take over for my extended warranty to be rolled over under their care!!! When MW expires…
I must say, I felt very welcome as the BMW family and I found someone who will take very good care of my new «toy»
This gentleman’s name is Mr. John De P.
«Thank you sir for all your help and it’s an honor and pleasure conducting business with you and your staff at Peterpan BMW family»
2B) Wrong address — lol
I arrived at the El Camino Site PPBMW looking for the service area… well, I parked in front of the main building then in one second after, a car (BMW328i) lol parked right next to me… a gentleman informed me if I was looking for their Service area. He immediately redirected me to the right address. I assumed he was one of the mechanic because he had a uniform. Who ever you were? Thank you! Sir! For saving me time
Conclusion:
I highly recommend this place and asked for Mr. John D. Palma if you need your BMW to be service

So far so good!
I prefer to bring my car to this location for all my servicing needs. I used to see Steve, but the couple of times I seen him, he seemed a bit moody — therefore I switched it up and changed my service advisor to Pete Scallen. Its like night and day ;) He is fantastic and its no wonder why he has been working there for so many years. He is great, very approachable, patient and prompt.
This location is conveniently located off the 101. Every time I call, I am able to book my appointments right away. My my rear window shade was not going down. They kept my car for a few days and gave me a loaner. I appreciate how accommodating and on-​time they are with their services.
Even when getting oil changes, they are able to squeeze me in and get me a shuttle to and from work. I will be coming here for all my servicing needs.