First off, if you're dumb enough to actually buy a BMW (like I was) then you should be warned that you'll be spending a whole lot of time in the dealership for service. I have a friend in Germany who's had the same experiences over many years - it's a German thing I guess. Jacobs sold me a supposed top of the line 7 Series for more money than any car should cost. The sales experience was okay, but nothing special. The normal games were played, etc. The car drove great when it wasn't in the shop. Jacobs did little to keep it out of the shop and that's where the rubber hits the road. Jacobs customer service after the sale is HORRENDOUS! This is by far the worst dealership I have ever encountered over 35 years of buying cars. Their service advisers are completely incompetent and know little about cars - any cars. They are rude, unresponsive, and have no followup skills whatsoever. Both general management, service management, and even Jacobs Auto Group management are a bunch of self-serving thieves. The mechanics are no better. If your problem doesn't throw a code they can see on the diagnostic system so they can replace some $1000 part, then they can't help you. While under warranty, my Big-Money-Waster spent more than 6 weeks in the shop over numerous visits. That's right, 6 weeks. Jacobs spent way too much time troubleshooting issues I could see clearly defined on the web forums (showed them some posts to move things along), and then botched repairs on more than one occasion. After I'd had enough, I met with the "troubleshooter" from Jacobs Auto Group who actually told me to sell the car. I did. Avoid this place (and any other Jacobs dealership) like the plague.

Was this review helpful to you?    Yes | No Thank you

I have purchased 3 vehicles from Bill Jacobs BMW, and each time I insisted on working with Bill Earnest. In each of my buying experiences with Bill, he has been a pleasure to deal with. Bill is fair, honest and diligent in his efforts to bring complete satisfaction to the purchase of each new vehicle. BIll Earnest has my highest recommendation.

Was this review helpful to you?    Yes | No Thank you

I had a rough idle on my 2011 BMW 335 that was not fixed in three service visits. Apparently it was on of those difficult to replicate in the dealer. I had taken video clips of the issue but no one had found the problem. When I talked to Bill Earnest, the sales rep that I sold me the car, he strongly suggested me to see Timo, a new service specialist that joined Bill Jacobs recently. I spoke to Timo and he told me he had heard about this issue before and he was going to fix it. I schedule a convenient day and time to get the service performed. When I arrived, Timo was very cordial and he introduced me to Joe, the shop foreman. I left on a BMW loaner and waited for Timo to call me back. A couple of days later, Timo called me and said the car was ready for pick-up. When I tested the car in a particular situation I knew the problem was always present, I was very glad to find that it was gone and had not happened since. Timo honored his word that he was going to fix the rough idle issue. Timo was indeed a good addition to Bill Jacobs service department.

Was this review helpful to you?    Yes | No Thank you

Bill and the guys are great there and treat you with a lot of respect. They are helpful in anyway possible and are true to their word.

awesome people to work with.

Was this review helpful to you?    Yes | No Thank you

*** EXCELLENT CUSTOMER CARE AND SERVICE *** First Class Service Team

I have been to Bill Jacobs a number of times for a variety of reasons (used car checkouts before purchasing vehicles, maintenance questions, tire questions, oil changes, routine maintenance, iPad/iPhone integration into iDrive questions, warranty work, etc). Each and every time my service advisor, RYAN BURTON has been affable, professional, transparent/open and knowledgeable regarding my car's service needs.

Whenever any work is being done on my car, he keeps me updated regarding status and cost so that I fully understand not only the billing but the work being done as well. Ryan always ensures that I have a loaner when i need it; this dealership is first class in that regard being that they only use current model BMWs as loaners. Plus, when my car is ready, it's always returned to me clean inside and out.

In short, Ryan and his colleagues, without exception have taken exceptional care of me and my car and I could not be happier with them.

Was this review helpful to you?    Yes | No Thank you

After buying a BMW I was getting some indications that some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warranty as well as additional items that they told me that needed to be fixed. Some of the items like breaks were also fixed and I was told that they were covered with the maintenance agreement that came with the car. I was surprised to learn that breaks were covered because they are not normally covered. I remember being told by the staff at BIll Jacobs BMW that BMW maintenance agreement is real good and covers a lot of stuff not typically covered.

A month or so later I was getting calls from Bill Jacobs BMW letting me know there they had additional service recommendations. I did not ask for their recommendations. I did not initially come in due to other commitments. After their persistence in calling me (they called at least 3 times) I agreed to bring the car in for the work. At that time my battery was going defective and I asked them to look at that as well and i was told it needed to be replaced. I was asked to sign an agreement authorizing them to work on my car. Those were the exact words used by the service advisor. I signed the agreement. Never one time did he say these are the services we will perform in your car and this is the cost for the service for each issue. It was simply sign the agreement to authorize the work. When I went to pick up the car after the work was completed I was astonished when I was handed a bill for almost 1360.00. I refused to pay the bill as the dealer never told me this service was something that was to be paid for. The service advisor never went over the estimate outlining what the costs were. The whole time I was under the impression this was warranty work. Afterwards they showed me the work order with prices but I assumed they were what were being billed back to BMW to cover the cover their costs. I figured if I were paying it would have come up somewhere. They were very deceptive but released my vehicle without any hesitation. I received a phone call from Grant Paullo the GM. Mr. Paullo was condescending during our conversation but willing to knock off the a few hundred dollars as if he was doing me a favor. I still felt since their employee was not up front and the charges for the services they provide were extreme compared to what I could have purchased the services for elsewhere I did not feel like they were being fair. I was willing to pay some of it but when he agreed to knock a bit off it was a take it or leave it.

I went out of town for a few weeks on a business trip. When I returned I received a call from the Naperville police who were threatening to arrest me for theft of service if I did not come up with the full amount in 36 hours. After I consulted an attorney who advised me that this is a civil matter and not a criminal matter I decided to tell both the police and Grant Paullo I would not be bullied by them. Then a warrant was issued for my arrest. Now I feel as if Bill Jacobs BMW as well as the Naperville Police department for getting involved in a civil dispute is bullying me. How could it be a criminal offense if they released the vehicle? I never demanded it or threatened them in any way to turn it over. So how could I have stolen something? I would think they have an obligation to explain their services and be abundantly clear when work is being done outside of the warranty. Both the service manager and Grant Paullo hung their hat on the fact that their guys are well trained so they were assuming the misunderstanding was on my end. But it does not matter how well trained their guys is because he did not disclose that I was responsible for the repairs regardless of what was signed.

Furthermore as far as the police investigation there really was not one Bill Jacobs BMW filed a complaint and I was arrested. There was zero investigation. Even when I spoke to the officer who issued the warrant after I told them my side of the story he said they said that would be your response. That it was my word against theirs. Seriously how can they investigate my word against theirs? There are only 2 people who know for sure what happened the service advisor Brad and myself. The service manager and general manager who were so very confident that Brad indicated these were paid for services were not present during the discussion when the car was dropped off.

Was this review helpful to you?    Yes | No Thank you

This is my second experience working with Bill Earnest, the first being a new BMW purchased three years ago. Both times I was pleased to be be working with Bill who is very knowledgeable about the the cars he sells, including the used Audi we purchased, a brand not carried by this dealership. As a matter of fact, he mentioned we could contact associates of his that work at a near by Audi dealership to answer any specific questions about our new purchase. More importantly, I appreciate Bill's patience and calm demeanor throughout the purchase experience starting with his answering the multiple questions we had about the car through the price negotiations that are always potentially uncomfortable. Lastly, Bill took it upon himself to personally attach our new plates to speed up our transaction and he touched up a spot on the hood that was missing some paint, I suspect many high-end sale associates would not want to bother with this attention to detail.
While he was busy with these items, I helped myself to extra business cards from his office to offer to any of my friends or associates that may be interested in a BMW or high-end used car.

Wayne Juhnke

Was this review helpful to you?    Yes | No Thank you

Great experience with this dealer - specifically Matt Laxton. This is the second vehicle I have purchased here and I returned to Bill Jacobs largely in part due to my first experience with Matt. I'm what I would call a technical buyer and I like to know all the details and Matt's comprehensive and depth of knowledge was refreshing - the last 12 cars I purchased I knew more about them than the salesperson. I also like Matt's style - low pressure, "I will find you what you want" approach. I did not get the typical, you have to buy today BS, and no gimmicks or insulting tricks. Matt was a pro and treated me with respect and patience as I looked at different models. Also, it's the little things that make the difference between good service and great service in my mind. Car was washed and detailed, plates were swapped from my trade, keys came with nice key rings not cheap plastic tags, cell phone was paired with car, full tank of gas, etc. Lastly, as most of us know the sales pitch often comes not from the salesperson but when you get to the finance office you get all kinds of pressure to purchase buys ups, etc. Not here, I was offered a full list of service package options that were available but it was done nicely and informatively - not my usual experience so I was very pleased. I've purchased many brands of cars over the years - foreign and domestic, and luxury sedan to pickup. This is by far my best dealer experience to date.

Was this review helpful to you?    Yes | No Thank you

I dealt with different employees there, unfortunately the service department person and sales person I dealt with were not friendly nor welcoming. They do not care about the customer and it shows. They will only follow-up with you to ask you to give them 5 stars on any survey you get from BMW, but not to see if you have any problems. Calls are not returned unless there is something in for them.

There were some employees and managers that were nice, but I was not working with them. Compared to other dealers they are less than average based on price, service and customer service. I do not recommend based on my experience there.

Was this review helpful to you?    Yes | No Thank you

My Dream Car...

My experience at this dealership was an eye opening one in a wonderful way! This was the first time I entered a dealership and did not feel pressured. Bill Earnest had been recommended to me by my friend Clinton Wilm and he was so nice. I brought Clinton with me because, being a women, I feel threatened by pushy sales people especially when it come to buying a car. This was not the case at all with Bill. He was very laid back and interested in what I was looking for. He did not talk down to me because I was a women and I really felt comfortable with the whole thing. Before I had even walked into the dealership, I already knew what I wanted - 3 series, xdrive, vermillion red, sedan (aka: my purple squirrel). I had done a great deal of research for over the past six months; however it came down to “feel”. I know from experience, until you get behind the wheel, you won’t know if it is the car for you or not. I needed to test drive it and make the decision to either move on to another vehicle or continue with this dream car. Bill was more than willing to have me test drive a car; however as I already knew, the color and make of car I was looking for is not readily available. He brought up a SUV in Vermillion Red to give me a chance to see the color in person and I knew this was the sexy, sleek color for me. He then went looking for my purple squirrel and he found one!!!! When it pulled around the corner, it literally took my breath away. All of us were surprised he had one on the lot! Bill took the time to share with me all the features and answer all my questions on the various bells and whistles throughout the car. It was loaded! I felt like a child in a candy store. Then it was time for the test drive. This is what would solidify if the BMW was right for me or not. I cannot describe the “rush” I felt and the power I had behind this vehicle to give it proper justice – and the control I had. Bill recommended I do things to that car I would never have thought possible. The speed and strength were exhilarating and gave me such a rush. To take a corner at a high speed and still feel in control and safe was invigorating. The speed and power of taking off from a stop was thrilling. I felt so empowered!!! I knew this was my dream car and fell in love with it.

First the research, second the test drive, then the financial plan. Financially I was not yet prepared to have another car payment, yet I wanted to know what I was up against. Bill was willing to run numbers even without my social security number… again, not a pushy salesman at all – I loved it. I decided to have him run them with my social just to see where I was at. I still needed to do some work on my credit to give me the monthly payment I was willing to pay. Bill was still an angle about the whole thing and understood – again he made me feel great.

For me investing in a car like a BMW is not a rushed experience. I need to research, test drive, and have a financial plan in place before I will purchase the vehicle, even if it means saying goodbye to a great deal and waiting for the next one. Bill understood this completely and therefore I did walk away from the car - this time, but come Fall, I will have my dream car.

Was this review helpful to you?    Yes | No Thank you