Seller profile

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  I visited Mountain View BMW on June 13, 2025 8:00 AM, for a routine oil change, which was prepaid under my 3-year oil plan. From the moment I walked in, I had the misfortune of interacting with a service advisor named Kyle Ossello, whose attitude was anything but professional. When I mentioned a possible valve cover gasket leak and inquired about the warranty coverage, Kyle responded dismissively with, "Why didn’t you tell me this earlier?" His tone was abrupt and condescending, making it clear that he was not interested in assisting me, especially since I wasn’t paying for additional services that day. He said it would require a diagnostic but as I understood, the replacement is covered under warranty... Now, considering this may have been a complex issue, I also needed him to repeat technical information so I could connect how certain parts of the car were affected by the leak. Unfortunately, he was impatient with me. I found it incredibly off-putting that he seemed to devalue me as a customer, simply because I wasn’t purchasing additional services at that moment. I understand that service advisors must prioritize certain tasks, but basic courtesy and customer care should never be sacrificed. His behavior left a lot to be desired, and I certainly won’t be returning to him for future service needs. On a positive note, the technician who helped me was excellent—he not only moved my car but also took the time to assist with some personal items I was moving to my rental car. In addition, the gentleman at the rental car office was also exceptionally polite and pleasant, providing a stark contrast to Kyle’s demeanor. I do want to thank these two gentlemen for being the light of my experience that morning. It’s a shame that Kyle, who according to his LinkedIn was promoted four times in one year, did not demonstrate the professionalism one might expect from someone in such a position, especially from a world-class brand such as BMW. Based on my experience, I suspect management either tolerates or fails to notice this type of customer service. For me, it’s NEXT when it comes to Kyle. I’m giving one star for the rude service advisor. However, I'm adding two stars for the technician and rental car staff, who were genuinely helpful and courteous. Thank you to those gentlemen for providing a positive experience amidst what was otherwise a very disappointing and off-putting visit.

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  ⭐️⭐️⭐️⭐️⭐️ I had such a great experience working with Rayan at BMW of Mountain View! He was incredibly helpful, compassionate, and friendly from start to finish. Rayan took the time to explain everything in detail and never made me feel rushed or pressured to make a decision. He truly helped me find the perfect car for me, and I am overly happy with my purchase! He made the whole car-buying process smooth and comfortable — which is rare these days. I truly appreciated his patience and professionalism, and I’d absolutely recommend him to anyone looking to buy a car.

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  Buying the car of our dreams couldn’t have been a smoother experience, all thanks to Hae-Seung. From the very first interaction, he was incredibly humble, kind, and patient, answering every question with genuine care and professionalism. What stood out most was how he made the entire process feel effortless, there was never any pressure, just honest guidance that helped us make the right decision with confidence. It truly felt like we were working with someone who cared about our happiness, not just making a sale. Thank you, Hae-Seung, for your professionalism, kindness, and for making this milestone such a positive and memorable experience. Also want to thank PJ Roshan for getting our car at a good price. We absolutely love our new car! 🚗✨

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