Advantage BMW Midtown

Refusal to repair mechanical defect under warranty After multiple attempts to resolve through with BMW directly to no avail, I'm hoping I can warn someone about the deceptive practices at this location After multiple attempts to resolve through with BMW directly to no avail, I'm hoping I can warn someone about the deceptive practices at this location to perhaps save someone from going through a similar experience. My husband purchased a brand new 2015 435i Gran Coupe in the Summer of 2015. A few days ago we noticed a knocking noise in the rear left of the car. He took it in to Advantage Midtown since it's still under warranty and is far too new to be having any major issues. They informed us that a control arm in the suspension snapped and that they wouldn't cover it under the warranty because it was considered driver fault. When we tried to ask what type of driver fault scenario could cause this, no one could explain and they kept reiterating that they had never seen anything like it before. So considering the car is barely driven and my husband only drives it to work in the Galleria and back home, this made no sense and sounds like a clear mechanical defect. Then they attempted to say well maybe you hit a pothole or drove too fast out of a driveway. A few things are wrong with this but the greatest being that my husband is a certified Professional Engineer (PE) with a specialty in Mechanical Engineering. I don't say that to sound haughty but to emphasize how you can't pull a fast one on him in this area. The pothole and driveway scenarios are baseless and would never result in a break to a control arm. So that scenario is unfounded. Once my husband started talking stress fractures etc (terms going completely over my head), the mechanic was clearly clueless and just deferred to his manager who repeated the same thing like a robot (warranties don't cover driver fault). My husband knows that the only impact that would've resulted in a clean break to this internal piece would have to be so profound that undeniably there would be other damage to other pieces yet all pieces of our car's underbody and outside of the vehicle were in impeccable condition. Control arms don't just "break" spontaneously unless the component is defective. They said they would have a field engineer come out to do an assessment and my husband requested that he be present, and they agreed to call him. I was there to see two representative make this promise. The next day, the "assessment" was completed, and not surprisingly it reaffirmed the service dept's assessment but no one had contacted my husband. Convenient right? Of course they didn't want the intelligent owner who knows mechanical engineering to be present. Ok I'm rambling but after much back and forth, and even our insurance company saying that they consider this a mechanical defect and it should be BMW's responsibility, BMW is still refusing to repair this under the warranty. So we resorted to filing a complaint with the BBB. In the BBB response from Juan Galvez, the Service Director, concocts a story about external impact to the vehicle. What impact?! The car is impeccable. We have requested for evidence and pictures to prove his claim that there was outside impact but he has yet to provide anything. So basically when backed into a corner, BMW has chosen to just fabricate scenarios and point fingers at everyone else instead of accept responsibility and cover a repair under the warranty. We will NEVER be customers of this dealership again and more than likely never purchase another BMW. We never had these types of problems with Infiniti and Audi. More

Service advisor .Highly recomend to all my friend I do highly recomend Jesus Castellano Service advisor based his excellent attention during my last visit to services my X5 and any that I need BMW tec I do highly recomend Jesus Castellano Service advisor based his excellent attention during my last visit to services my X5 and any that I need BMW technical support to my vehicle More

My car was in their repair shop for 25 days. My car was in the shop for a total of 25 days. My wife initially took the car in because it was shaking. We thought that it could possibly be a motor My car was in the shop for a total of 25 days. My wife initially took the car in because it was shaking. We thought that it could possibly be a motor mount. Advantage BMW replaced a motor mount the year before and the symptoms were similar. Advantage BMW diagnosed the problem initially as being another motor mount and after 10 days, they replaced it and we picked up the car. The problem was not fixed correctly and we had to return the car to the shop. This second trip saw the car being in the shop for 15 days. The problem was diagnosed correctly for our second trip as being a faulty ignition coil. I also asked them to look into the fuel sensor, which they did and ultimately fixed. We do not feel that it should have taken 25 days to fix a motor mount, ignition coil and fuel sensor. If the service manager knew that a motor mount would not cause a “service engine soon” light to appear, why would a highly skilled & trained BMW technician not know that? Was the motor mount fixed in error? Does my extended warranty company need to be made aware of an unnecessary repair that was charged to them? My wife received a rental vehicle for our first appointment. Her credit card was charged twice by Enterprise in error. The second service appointment found me in front of an Enterprise employee who attempted to collect $750 from me that Advantage BMW still owed from the 1st appointment. Our first service advisor claimed not to be able to reach our extended warranty company for four days when my wife, on the other hand, was able to make one telephone call and get them on the phone. In summary, I will never return to any Advantage BMW location and will share my story of poor customer service as others have a right to know how they will be treated when they entrust Advantage BMW with their vehicle More

Jeff Rogers is a great service advisor! I only go in to the dealership once a year for maintenance services so my impressions tend to be lasting. This is my first time working with Jeff and I only go in to the dealership once a year for maintenance services so my impressions tend to be lasting. This is my first time working with Jeff and I was impressed with his professionalism and helpfulness. Overall Advantage has always treated me well, even arranging for last minute rental cars if a maintenance issue was going to take longer than expected. More

Awesome! Derri was a fantastic sales man took care of us very well. Took care of my daughters first BMW ! Thanks Derri will definitely come back!! Derri was a fantastic sales man took care of us very well. Took care of my daughters first BMW ! Thanks Derri will definitely come back!! More

Excellent servie The dealership is excellent in service. I enjoy coming and they make customer service a top priority. I have bought several cars at this location a The dealership is excellent in service. I enjoy coming and they make customer service a top priority. I have bought several cars at this location and I will continue to do so. Great staff and service advisors. More

"Call of Duty" The staff went to great lengths to provide great service, far beyond the "call of duty". I will always go back, as they have made me a loyal client. The staff went to great lengths to provide great service, far beyond the "call of duty". I will always go back, as they have made me a loyal client. More

Great dealership. We have purchased 4 cars from Advantage. Started with them in 1983. Before Advantage. Pat is great and fortunate to have Mike Powell. Great guy. Our We have purchased 4 cars from Advantage. Started with them in 1983. Before Advantage. Pat is great and fortunate to have Mike Powell. Great guy. Our service rep is Jeff Rogers and he works very hard and is always a pleasure to have him help us. They always do exactly what they tell me in a timely manner. More

Great Service I purchased my car in September. Other than returning to have the service department put on my license plates, this was my first time back for any ty I purchased my car in September. Other than returning to have the service department put on my license plates, this was my first time back for any type of service. I came in to have my front parking headlight replaced and my rear tail light cover replaced. It could not have been easier. Everything was covered by the warranty. The waiting room was comfortable and stocked with refreshments People were very friendly and they returned my car all washed and vacuumed. Very pleasant dealing with this dealership. I definitely recommend them More

100% Customer Satisfaction I had the best experience with regards to customer service satisfaction at Advantage BMW Midtown. The employees I worked with, Jeff Rogers (Service Co I had the best experience with regards to customer service satisfaction at Advantage BMW Midtown. The employees I worked with, Jeff Rogers (Service Consultant) and Omar Reyna (Parts Advisor) were outstanding, courteous and kept me well informed regarding the service required on my X5M while R. Rodriguez (Certified Technician) treated my vehicle like his own. They definitely are assets to the company. Way to go guys and to Advantage BMW Midtown More