BMW of Ann Arbor

Dusty formally was a good service specialist to work with. However, something over time has happened to Dusty as he stopped returning phone calls when I had a simple inquiry for service and trying to c with. However, something over time has happened to Dusty as he stopped returning phone calls when I had a simple inquiry for service and trying to contact him over the last 1.5 weeks. I also have his direct cell number to contact him as well. This will no doubt end my relationship with BMW Ann Arbor. On the positive side, Carol has been the absolute best as she's been trying to help get Dusty to contact me. More

I had my first service at 10,000 after purchasing my used BMW X5 2013, purchased January 2021. The cost of the first service was roughly $3,000. At the time of purchase an employee who I do not remember to BMW X5 2013, purchased January 2021. The cost of the first service was roughly $3,000. At the time of purchase an employee who I do not remember told me the first service should be around $3,000.00. At the time of purchase, I explained this to the General Manager and he explained that average service should be $300.00. Well at my first service the cost was $3,000 not $300.00 as the General Manager had spoken to me at the time of purchase miles on vehicle was around 70,000 miles. This was my first 8,000 miles. I then took my vehicle in September 2022 because the oil light was on. When I have an engine light on I do not drive the vehicle except to bring it to service. Carol made the appointment for me and she made it very easy for me. Miles at this time around 82,000 miles. Dustin took my vehicle in and said I just need a top off. He said any BMW that he has owned he keeps oil and coolant in his vehicle. He then said I can bring my vehicle in anytime for a top off. I asked Dustin do I have any oil leaks or gaskets that need replacing? He said no don’t worry everything is fine. This conversation and top off with Dustin was on Friday September 9, 2022 the following Sunday my vehicle would not start. I had to have my vehicle towed to the Dealership. I received a text Monday September 12, 2022 acknowledging receipt of vehicle. The service department was lacking in communication beyond text. The time over the phone took one minute and was very helpful the text messages do not allow for back-and-forth conversation, text messages also do not allow for questions to be answered as the perception of the person sending the text feels they told me all I need to know. The vehicle was completed by Friday with a $4,000 charge. So, what is my dispute? My dispute is purchasing a used BMW X5 2013 from BMW of Ann Arbor, which is costing me an average of $3,500 a year. I spoke to the General Manager regarding my concern and discontent with purchasing this vehicle. I spoke some time about the problems and the General Manager replied well you gave me the money, as if implying I somehow am at fault for trusting his statement at the time of purchase, “I had this vehicle looked over and I trust the condition of the vehicle,” also gentle reminder he mentioned service would be $300.00. I replied, “yes I gave you the money based off the words that came out of your mouth.” Within the conversation the General Manager said he does not have a crystal ball. So how does one make sense of this conversation, the General Manager is stating the vehicle is fine and it is not fine, then he is saying, you gave me the money and he does not have a crystal ball. What does this say about service looking over the vehicle and what does this say about the General Manager and the value of his word. I have to say service has done a great job working on the vehicle except for Justin saying don’t worry everything is fine we looked over the vehicle. There seems to be a culture of pushing things under the table and not fully taking responsibility. The customer is the one who is paying the price more than one way in this situation. Did I mention that all their pay, vacation, health insurance etc. comes from the end user. Ultimately, I told the General Manager the purchase of this vehicle was for its safety and reliability. I have never been treated this poorly at a dealership, the stress of the lack of proper, honest, communication at the time of purchase was overwhelming, the lack of communication from service was exhausting, and the General Manager creating this huge snowball effect to the end user is unnecessary and I feel I and anyone else does not deserve what is going on in this dealership. More

BMW Ann Arbor service has repeatedly treated me without respect. I was expecting much higher level of professionalism from a BMW dealer. I would never consider purchasing a car from this location because o respect. I was expecting much higher level of professionalism from a BMW dealer. I would never consider purchasing a car from this location because of the service I have received. I will take my future service and sales business to another dealership. Here are the details of my experiences at BMW A2: a. They started by asking me if this was my first luxury vehicle when I took it for service. I am not sure why this was relevant, but it was insulting. This speaks volumes about their leadership. PS, no it wasn’t. I can say that I received 5 Star service from the Porsche dealership in Ann Arbor every time. b. They didn’t check for recalls when I took my car in for scheduled service. I was told all was well and I was good to go when they finished. I found out (by accident) after the fact, that there indeed was a SAFETY recall for my car, and they did NOT take care of. When I asked why it wasn’t done, I was told that it was my fault for staying during my very long service (even though I had an appointment) and that caused them not to even check for recalls. I was also told it wasn’t a very important one, just a computer recall. Did I mention that BMW called it a SAFTEY recall. UPDATE: I was eventually apologized to and told that it was not my fault that they should have done it. Yes, I already knew that. c. During the same service visit, they removed my license plate cover, my “Personal Property” from my car and threw it away. Then they put one of theirs on my car WITHOUT asking my permission. I really liked mine and would not have approved it. I didn’t notice it for a few days. Since my plate cover was gone, they did replace it with one from their showroom. I did also get an apology for this as well. This was not a liberty that should have been taken. The service and parts manager were email copied on all of the details in the above 3 experiences by email, no manager ever reached out to me. The parts manager was copied on it because the service manager was out. The service manager returned the following week. But I never heard from him or any manager at BMW. d. My most current visit (and my last) was for a bulge on my tire wall. When I took the car in, I was told that they needed to order one, and that they even talked to someone that said, “yes the had one” and it would be there in 3-5 days. When I left that day, he said that he hadn’t ordered it yet, but would order it as soon as I left. When I called 5 days later, I was told that the person that was taking care of it has been off all week and no one else was handling it. I was also told “yes the tire was there” and I could bring it in. Half an hour later I received a text that they didn’t have the tire and now there is a “nationwide shortage” so they can’t find one. Even though, a week ago they could get one. By the end of the day, the national shortage was over, because they could again get me a tire. But now there another delay because they need to come the next day to take a picture of my tire because the tire dealer won’t release the tire or provide shipping information. I had to call to find out if the tire was in. I was told yes, but I would need to wait for same person that was off all week to schedule a time for me to come in. After hours of waiting to be contacted, I called the scheduler, she was very helpful and got me scheduled right away. My service manager never called or texted me after the day 2 weeks prior and with repeated requests to talk with him. More

Carol, I just want to commend you for always going above and beyond and providing the best and most accommodating services to me. One would think that an experience begins, once their car is brought into th and beyond and providing the best and most accommodating services to me. One would think that an experience begins, once their car is brought into the dealer, yet working with you, the experience begins with speaking to you, on the phone. You, always, make that such a pleasant moment. You, always, provide the best loaner, at the most convenient times, for me and my family, and for that, I am so thankful! Continue to remain professional, kind, and caring. Tasha Wood Thank you, Dusty, for always providing exemplary customer service, with my vehicle and ensuring that I receive the best outcome!! I choose you as my service representative. Thank you, Mark, for being accommodating, understanding, and professional. There is no other place I prefer to take my car. More

Excellent customer service, gorgeous vehicle tranaction was very appreciative knowledgeable test drive was a great experience was very appreciative knowledgeable test drive was a great experience More

Dusty gives top notch service and takes care of all the details. I have purchased 2 cars now at BMW Ann Arbor and always look forward to getting my car serviced here. Highly recommend BMW Ann Arbor sales a details. I have purchased 2 cars now at BMW Ann Arbor and always look forward to getting my car serviced here. Highly recommend BMW Ann Arbor sales and service team. More

BMW of Ann Arbor has surpassed nothing less than a 5 STAR excellent rating on my last 4 Beamers and now into my 5th. The sales, trade-in, financing, and service department work diligently to make BMW of Ann excellent rating on my last 4 Beamers and now into my 5th. The sales, trade-in, financing, and service department work diligently to make BMW of Ann Arbor the ULTIMATE DRIVING EXPERIENCE. More

I was very satisfied with the service that was provided by this dealership. i would have given them a 5 stars if the timeliness of completing the brake work was better. there are so many reasons now by this dealership. i would have given them a 5 stars if the timeliness of completing the brake work was better. there are so many reasons now a days for such delays (labor, etc) i gave them the benefit of the doubt that it was due for things outside of their control. I appreciated that Dusty was in contact with me throughout this time, so i was aware of this delay. He was good to work with and treated me well.. More