Russel BMW

Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Russel BMW:
I went to Russel to buy a car and walked out of there very offended. When I asked for the best price for a particular vehicle in stock, the sales associate came back with some 4 square crap!!! I saw this tactic at a Ford dealership about 12 years ago!!! This is some trick trying to get the customer to forget about the selling price of the vehicle and to get them focusing on the payments!!! I couldn't believe what I was seeing. Do they really think that BMW customers are going to fall for this crap??? The sales person kept on going back to this 4 square crap and totally ignored what I was asking her. I wanted the best price and she just kept on going back to the payments. I told her to not to worry about the payments...that I can afford the payments. I just wanted the best price on the vehicle!!! The payment was ultimately going to be depended on the sales price, isn't it??? Eventually the sales person went back to the sales office and the manager came in to talk to me. The sales manager tried to get me on a lease payment this time and threw this 4 square crap at me again! I told him that I didn't want to lease and I just wanted the sale price of the vehicle!!! It was at this point that he gave me a price. By then it was too late and I just got up and left. I ended up buying my car at Northwest BMW later on that day. Go see George, the sales manager. He was every friendly and polite. At there, I asked for the price and they gave me a price that was very fair. None of this 4 square crap!!!
What kind of garbage is this for a BMW dealership? What is this world coming to any way? I guess Russel wants to become a Ford dealership. Nice facility but horrible method of selling cars. They try to fool the customers into buying a car instead of earning their business. I was warned not to go there because of the constant changing in their sales team. I see why those rumors are going around. No wonder why there wasn't anybody at the dealership. Very bad experience. Don't go there unless you only care about the " monthly payment" and or you're a fool!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Russel BMW:
My husband and I took our car in for repair. After a few initial issues (that resulted in us back at the dealership to correct a problem that was supposed to be corrected) we ended up paying almost 4K in repairs to cover everything that was found on the diagnostic exam generated by the service center's computer. We wrote a big check, then we procdeeded to pick up the car. We were delivered the wrong vehicle. Once my husband was directed to the correct vehicle, it would not start. The service center associate said the battery needed a charge, and another associate said the battery was not our responsibility, not the dealerships. After allowing the batter to charge overnight, we picked up our vehicle. We were not satisfied with the repairs, and the vechilce is running rough and I can hear it revving loudly when we drive.

This has been a horrible experience.

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Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Russel BMW:
The ratings on this website are in stark contrast to everything else I've read about Russel BMW. I bought a 2009 BMW from David Aviles at Russel BMW and it's been the worst customer service experience I've ever had. In fact, I've had a much better customer service experience buying Ford's.

The warning signs started when I realized I knew more about the car I was buying than David. When I'd ask David a question about the vehicle rather than telling me he didn't know the answer and would need to research question and get back to me, he would just provide an incorrect answer.

You'd think someone with so much self proclaimed knowledge and experience would have the process of selling a car mastered, but it was anything but that. If you are buying a BMW from David, be prepared to make it a part time job. If you have a question, don't expect a return phone call, it's your job to call until you catch him. Need the vehicle pickup date, you'll have to call repeatedly. Missing something you paid for during the sale such as the iPod connector, accessories or the tags, you guessed it you'll have to call until you corner him.

Once the sale is complete and Russel BMW has your money, it only gets worse. Russel BMW will forget you bought a car from them and are a customer. If you think my experience is unusual see the Better Business Bureau website at http://www.bbb.org/greater-maryland/business-reviews/auto-dealers-new-cars/russel-automotive-group-in-catonsville-md-23015460 They rated the Russel Automative Group an F which as a customer is no surprise.

I regret purchasing my BMW from Russel BMW and wished I would have bought my car elsewhere.

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Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Russel BMW:
I was interested in purchasing a New BMW. I wanted to purchase the car locally. I went to Russel BMW in Catonsville. Huge mistake. I met with Korey Mathews. When he found out I was not purchasing right away he seemed to lose interest. Then the "manager" David Lee came over and tried to pressure me into making an immediate purchase. He was rude and condesending! I purchased from Northwest in Owings Mills and have never been happier with my car. I strongly suggest you go to Northwest BMW and not to Russel!!!

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Russel BMW:
I have been a customer for 10 years now and the quality of the service received continues to improve with every visit. Russel BMW treats you like family, not just another customer. Communication about the needs of the car and maintenance is always top-notch. Keep up the excellent work!

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Russel BMW:
I have been a customer for 10 years now and the quality of the service received continues to improve with every visit. Russel BMW treats you like family, not just another customer. Communication about the needs of the car and maintenance is always top-notch. Keep up the excellent work!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Russel BMW:
I do not recommend the mechanic, too bad I don't know which one did the work.

I requested my headlights get adjusted on my 5 series as the passenger was too low. I was told no adjustment could be made because the adjuster was broke internally a new light assembly was needed. I approved the order for the $$$$$900+ headlight assembly.
It was installed and I requested the bad one. At home I looked over the bad one and sure enough one lamp was loose and the adjuster would not catch. So I held the bulb still and turned the plastic adjuster screw until it caught in the adjusting mechanism. Fixed! Someone had unscrewed it too far. Anyone who calls themselves a mechanic should have done this. I'm not one.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Russel BMW:
Based on one visit.
Customer Service/Friendliness :I have to give credit to management as they seem to have instilled politeness and courtesy in all those persons interfacing with the me, the customer. Specifically I give excellent marks to the person ansering the central phone line, the service advisors, the cashier*, the car loaner persons, and those that check the car out when bringing it into the shop. There was the one cashier one day that was more obsessed with her cell phone than me - that could be improved with some counseling/training.

The Quality of Work: I have had relatively minor service done and what was fixed is still fixed. So Quality of mechanical work is great.

The area of quality control could use some improvement. There is a disconnect somewhere. I only speak to the service advisor when dropping off the car or making the appointment. When I pick up the car I speak only to a service advisor. That person walks me to the cashier and then returns to their desk. I have to stop and say let me review the bill and mechanic comments. Finally, I have to check out the car myself. It is then I notice that one item I wanted repaired was not repaired. I also notice obvious dirt all over my car - possibly from some splatter and high winds. I have to go back and find an advisor to speak to. The point is, no one does a final checkout or just a quick scan/inventory of the car with me.

Other good stuff. The intake system works well and seems efficient. From the moment you get out of your car to when you get into your loaner you are indoors in a clean office or bay area.

The loaners. Oh how convenient this is! The loaners I had were 2008 BMW 3 series vehicles - very clean and a pleasure to drive. I only had to replace the gas I used - no other charge.

There is the potential for a 5 rating.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Russel BMW:
i took my car in for the 1200 break-in maintenance service. the reps in general are nice. however when i picked up my car, there added 7 unexplained miles on my car. i confronted the rep and she gave me the bs that the mechanic had to test drive my car and make sure it doesn't break. but any car enthusiasts know it as a fact that some low-life took the car out for joy ride. when i got home i took a good look around my car i found swirl marks all over my car!! i'm an expert in car detailing and my car had been swirl marks free until now! they thought they did me a favor by dry wiping all the dust off my car. yes that's right. dry wiping not car washing. any car lovers know that this is the same as using sandpaper wiping on your paint. i will not be going back again anymore. bottomline is if you don't care about the nitty things about your car too much, take your car there. othewise, stay away from them or tell them no car wash, no dry wipe, and no *test drive*.

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Reason for Visit: Sales

I recommend this dealer: Yes

My Review of Russel BMW:
I wanted a BMW X3 with Sport Package, Premium Package, and Cold Weather Package. BMW of Towson had a car with all of these features, just no the color I wanted. I found the car I wanted at BMW of Fairfax, but I wanted to deal with a Maryland Dealer. BMW of Towson said they would be able to deliver it to their dealer, but I would have to pay sticker price. I contacted Russel BMW, they said they would be able to ship it and give $2000 off sticker. The car came delivered on a flat-bed tow truck (which was free), wrapped in all the white plastic. I will use this dealer again for my next BMW purchase. The thing I like about Russel, that Towson doesn't seem to have is a down to Earth sales staff. It seems like everybody at Towson was snobby.

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