Tom Bush BMW

Reason for Visit: Service

I recommend this dealer: No

My Review of Tom Bush BMW:
!! DO NOT GO TO Tom Bush for Servicing your BMW if you want to live !!

Here is my dreadful experience:
I have been to Tom Bush BMW (Atlantic Blvd) about 4 times for AC repair and couple of times for scheduled maintenance. I don't think they have the knowledge or expertise to fix a problem. They are totally UNPROFESSIONAL. I have been robbed of my portable GPS system during my last visit. When I complained to the Service Manager, he didn't even offer an apology. I consider it my mistake to assume that a luxury car dealership will be professional.

Here is why I thought of writing reviews now.. I ALMOST DIED due to bad workmanship of Tom Bush BMW Service dept. As usual my AC was not working.. the service manager also asked me to do the regular maintenance as it was close to Service requirement. I agreed. I am not sure what they are supposed to do.. but I assume that they are supposed to check the tires, fluids, etc as part of the service. I don't think they bothered to do it. 3 of my 4 tires were totally worn out.. I skid on the freeway and lost control of the car. I consider this to be a BIG MISTAKE on Tom Bush Service Dept. They SHOULD HAVE CHECKED THE TIRES and cautioned me about it.

I don't know how Tom Bush still has the dealership with such bad service.. This is not the reason why I bought a BMW.. not what I am expecting driving a luxury car.

So all you BMW owners out there.. DO NOT GO TO Tom Bush for Service.. I SURVIVED.. I thank GOD for that.. DO NOT TAKE CHANCES WITH YOUR LIFE!

I am not sure what BMW USA is doing about this. I have made several request to talk to BMW USA customer service.. I haven't been lucky yet. I would request BMW USA to consider having other BMW dealership in Jacksonville, FL. If this is the type of dealerships that you have I will NOT BUY A BMW again.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Tom Bush BMW:
The most horrible customer service experience you can imagine. I will never buy another car or service from this dealer. The Service Manager is audacious enough to tell a customer a lie on the face. Pathetic people running this BMW dealership. BMW USA, WHERE ARE YOU? Don't you see the number of complaints on these guys? If you don't take care of it, you will lose you business in this part of the state.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Tom Bush BMW:
After leaving TOM BUSH BMW / Orange Park, I felt as if I was legally ROBBED,SCREWED and told come back for more .. To top things off I had the privileged to learn of their "OFF THE RECORD PARTS RETURN POLICY!!!!!.. HERE IS HOW THE SCAM WORKS...

First you buy a part, such as ICV,if you find that it doesn't work properly you trust that you can just bring it back and get another, right, WRONG.. NOT AT TOM BUSH BMW / OP... What they tell you is that you have to bring the part[s] in on your vehicle, allow for their service dept to test the part attached to your vehilce to prove whether it is so.

If it is so then they pay for the service of such, but if this part is working properly as they say, then YOU must agree to the full cost service and the repair of such. Just what are odds that YOU would win, against their service dept, about 1-10000... This is just another way to "LEGALLY ROB YOU"... you could easily turn a $250 fix into a $1200 fix in three minutes flat!

For those that may seem that I am a little to harse, consider the fact that TB-BMW PARTS departments will not tell you this rule BEFORE you buy the parts, NOR will they show you this undisclosed rule, in writing...


Needless to say I didn't fall for this BS!!! neither should you...

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Reason for Visit: Service

I recommend this dealer: No

My Review of Tom Bush BMW:
My experience with Tom Bush BMW began with 3 calls to their Orange Park service department to speak with a service advisor to determine if the computer message that I was receiving meant it was not safe to drive the car. After 3 messages to their department and not receiving a reply I called the Atlantic Blvd location. I spoke with a lady their who said I should just bring the car in. Upon arrival at Tom Bush I was told that I could not drop the car off ,I had not appointment. Wait you told me to bring it in. After some negotiation I was allowed to leave the car. Their attitude was essentially we are doing you a favor by allowing you to leave the car. The next day I received a phone call that the car was was ready. Ok, I picked it up same computer message. Back to Tom Bush. In the meantime another warning light has gone off. Now into 3 visits to try to resolve this problem. It still is not fixed.
I received a call from BMW to complete a customer service satisfaction survey. I told them that I have had to make repeated visits to try to solve service problems. I was not happy with the service I received. So when I returned to drop the car off today again to solve the sensor problem the service rep reprimanded me saying "I shouldn't have told BMW that I was disatisified with their service that BMW takes it very seriously , never did I received an apology or we will try to do better, what can I do to make your experience with BMW better,,No I should not complain because it makes them look bad. The service manager has the same attitude. Tomorrow I will pickup my new Mercedes from Brumos who I have bought 3 cars from and their service department has always been courteous and efficient. It is really a shame because I think my BMW was an excellent car but would never purchase another one as long as Tom Bush is the only BMW dealer in town....Tom Bush Learn Customer Service !!!!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Tom Bush BMW:
When I took my auto in for service, I had a long detailed conversation with the manager of the collision department. His name is Kostas. He explained to me and my daughter, that he did the best work in florida and that my vehicle would be as good as new and warranted as long as I own this vehicle. It was a very stressful situation with the manager fighting with our insurance company, telling me that the insurance company was lying and wanted to do an inferior job on the car. He continually assured me that he was doing the best job possible and that my car would be handled. When I received the call from the insurance company that my car was ready, they informed me that there were additional charges that they could not pay and that they had problems with BMW all day trying to straighten this issue out. They wanted additional money with my deductable because they added more charges to the repair that were not approved by Progressive Insurance. I called Mr. Hudson, a manager at the dealership and he waived the charge, but the manager Kostas, told me I owed the essessive amount and I replied that I would not do business with their firm any longer and he said that's your decision and hung up on me. I arrived to pick up my car on 5/15/07 and the form the manager gave me to sign stated that I had a 90 day warranty on the car. I said I would not sign that document because I was to have a lifetime warranty on their work and he said, "well, I'll give you one year and took out some other form and handwrote one year on paint and labor. I told him that was not acceptable because he had told me upon bringing my car in that it was warranteed until I traded the car in. I called my attorney and he told me not to sign that handwritten document and go examine the vehicle and then he would handle this after. I examined the vehicle and the net which was a factory option which was in my car when I purchased it, was missing. The manager said he did not know anything about the net in the trunk. The net is a device used to hold things when traveling. I asked him if I took the car today would he replace the net. He said, I'll check into it and call you tomorrow. I asked again repeatedly, will you replace the net, and he would not answer me. I walked back into the office there and wrote on the form, that the net would be returned or replaced and asked him to initial the form. He took the form and said absolutely no. I will not initial anything. I am not guaranteeing you anything. I left the car and did not take it with me and now I am paying for a rental until the warranty issue is cleared up and the net is replaced. The net value is probably a $200.00 option with BMW. All I want is what was promised. Is Tom Bush that insecure that their work isn't up to snuff that they only give a 90 day warranty? Very strange. You would think they would want continued business when I'm ready to trade in the car.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Tom Bush BMW:
easy to schedule appointment online and it actually worked in 30 seconds I had an appt, confrimed at 10 pm, serv advisor was freindly work completed on time

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Tom Bush BMW:
If felt a if I was not welcome in the store, all the sales persons standing around made no effort to come forward and ask if I needed any assitance. I wanted to leave but had driven a 160 miles to test drive a 5 series 550i, so I waited and finally a young african male step forward and asked if I had be waited on. I said no as I looked at two sales representative talking just a few yards away who saw me come in and looked the other way. I must be made of glass because they saw right through me. By the way, I am an African American male with a yearly salary that would allow me to purchase the car I drove 160 miles to experience. Won't be going back and would like to tell BMW Internationl about this experience or the BBB in Florida.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Tom Bush BMW:
I was the first to order the Z4 from this dealer. I waited for months with an agreed upon price. The day came to pick up my new car..then, the unthinkable. They changed the price on me at the last minute. <br> It is not like we did not discuss it. Tom Bush BMW was well aware of the price. I suspect because the car was a novelty at the time, they decided to get greedy. We are a two BMW car family. I will be driving to Orlando to purchase my next car.<br> The other seven series we have was in the service department for months, without an update or a phone call. This is far and away the worst car dealer in the country.<br> You get better treatment buying a Saturn. Never mind the fact that BMW is supposed to be a cut above. I wish we had another BMW dealer in Jacksonville. All of my friends, and there ar many, have the same reaction to this dealer. They should be reported to the authorities for bad business practices. My partner and I are doing our level best to smear the name of this already pathetic excuse for a car dealer. BMW corp should be embarrassed and ashamed.<br> Last I checked, Bait and Switch was illegal.<br><br>Sincerely,<br><br>Mark Macco

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Tom Bush BMW:
I purchased a used 2001 BMW from Tom bush that has been flooded and the title cleaned. I found this out once I got the car check out and found metal rusting all trough out the car. The car was oringaly from Texas. Then I had a hard time getting Tom Bush to take it back. They basicly offered a great deal on a another used car on there lot to let us out of the deal. So we picked out a Ford Mustang 2001. When I went to get the car checked out. Guess what? They got the car from the same Insurance Total flooded auction and this car also had the same problem. <br><br><br>I recommend to stay as far away from Tom Bush as you can. they have a very bad name as a BMW dealership. Go elsewhere to any BMW dealer. Do your research. BMW has had many complaints about Tom Bush and his shitty business.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Tom Bush BMW:
I was delighted with my purchase experience, however I've been extremely unsatisfied with my service experience.<br><br>On the plus side, my inspections have gone very well, they have been careful with my car and I've always had a BMW loaner.<br><br>On the negative side, I've had to schedule 10 to 14 days in advance to get a loaner. The dealership and BMWNA in general has not only attempted to deny the existence of a specific problem. They have been unable or unwilling to fix the problem to date. Suffice it to say that its good they got rid of Chip McJunkin; he has 0 people skills and a real attitude to boot. I always attempted to treat them courteously, but I always got attitude none-the-less when I expressed my dissatisfaction with work that was performed incorrectly. Unfortunately, Brian isn't any better. Why can't they pay a salary necessary to get a service manager with customer service skills?<br><br>Thank goodness for Emily. She is the only person in service I've dealt with that knows how to deal with people professionally and courteously. I only wish they had some competition.

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