Yes, that's right. 5 Stars. I see that I'm in the minority on Yelp, but I'm sticking to my guns. I doubt I do anything differently than these un-satisfied customers. From what I have experienced, the service people are honest and prompt. Alicia, particularly, is focused, fast, and confident; she knows how to get things done at this place. When I take my car in for service, I have always looked for Alicia to help me, and I am never let down. If you can make a reservation a week in advance, you can actually get a loaner car. They only have 30 or so loaners, and they are in demand, so don't expect to get one if you don't make a reservation for one. It's actually kind of fun hanging out at the service desk during the car's intake. The place is hopping in the morning. And, the older well-healed, Intelligentsia crowd make for good people watching. SM BMW is still family owned, unlike the spoilage of other dealerships by corporations. I hope SM BMW can keep up this high level of service, because it doesn't look like they're going anywhere.