BMW of Catonsville

Last year I let myself get talked into a vehicle (a BMW) I was not happy with. On January 26th when I took that vehicle in to Russel BMW for routine maintenance Mr. Cuesta, the Assistant Service Manager lea I was not happy with. On January 26th when I took that vehicle in to Russel BMW for routine maintenance Mr. Cuesta, the Assistant Service Manager learned of my unhappiness and informed the new Sales Manager, Mr. Hayman, of the situation. Mr. Hayman immediately sought to remedy the situation. He paired me with a knowledgeable and enthusiastic client advisor, Mr. Beck. Both were fully committed to making me a happy client and had two goals, 1-learn why I was dissatisfied with my current vehicle, and 2- get me into a vehicle I loved. They succeeded. I went in to the dealership as a reluctant, unhappy customer, and came out a happy, loyal customer with nothing but great things to say about the dealership. thanks- Joyce Camacho More

I WANT TO STATE RIGHT OFF BY SAYING I HAVE HAD MY BMW SINCE 2006, AND EVERY SERVICE MAINTENANCE THAT IS REQUIRED BY THE MANUFACTURER I HAD PERFORMED, IF THERE WAS THE SLIGHTESS PROBLEM I TOOK MY CAR INTO SINCE 2006, AND EVERY SERVICE MAINTENANCE THAT IS REQUIRED BY THE MANUFACTURER I HAD PERFORMED, IF THERE WAS THE SLIGHTESS PROBLEM I TOOK MY CAR INTO ONE OF THE WASHINGTON AREA DEALERSHIP FOR SERVICE, AND NOT UNTIL I ALLOWED RUSSEL BMW TO SERVICE MY CAR THAT MAJOR ISSUES STARTED HAPPENING “ONLY AFTER LEAVING THIS DEALERSHIP.” I brought my 2005 BMW in for service for routine maintenance and a world class inspection on 10/18/11, I was told that I needed the control arm replaced and other routine procedures totaling parts and labor $1476.54. I received an Action Plan Report that said I needed front and back brake pads and rotors. I asked how is it that I need front and back pads and rotors when Russel replaced the front pads and rotors on 5/10/11. I understand maybe pads but rotors within five (5) months? So the service advisor says oh yeah you are right, let me go back and ask the mechanic. She came back to me and said he was mistaken let me fix the Action Plan Report you only need back pads and rotors. I didn’t feel good about what they said so I decided not to have them do the brakes and I took my car to CJs Foreign Car services whose done work for me in the past and I had them check both front and back brakes and they replaced the rear brakes and I actually saved $300. A few days later the check engine light came on so I took it back to the dealership on 11/08/11. I was told I the light was a result of an oil housing leak that needed to be replaced, so I had them replace it which was $1409.18 for parts and labor and I wanted another world class inspection because my car was still pulling even after the alignment they performed and I received another Action Plan Report that said everything was checked and okay. The very next day on 11/9/11, my tire pressure light came on and I’m thinking why that is when I had a rotation, balance, and alignment. So I took the car back to the dealership and was told oh it’s just the temperature outside that made the light come on, so the kid that checks cars in for repair took my car and added air and the light went out. I’m thinking umm…if a balance was done they would have had to check the tire pressure on all tires, but nonetheless I drove off. A couple of weeks after that my car started making loud noises at startup, at this point obviously getting very upset, I took it back to the dealership on 11/28/11 and was told that I needed alternator belts. I asked why is it that the mechanic didn’t see that after two world class inspections. Why do I have to come back for something that should have been detected? So they replaced belts and pulley and I was told since the mechanic didn’t detect the problem when he was under the hood and because I was inconvenienced they will pay the approximate $300 for labor and parts. Well, a couple of weeks after that the car was still making noise in the same area so I brought the car back to the dealership yet again on 12/14/11 and was told oh this time it is the tensioner around alternator pulley. At that point I demanded someone with more experience since the mechanic couldn’t seem to identify and correct the problem, so management got involved and it cost me another $200 for labor. Well as I was getting ready to take possession of the car on 12/17/11 while speaking with the shop foreman who said sorry about the problems I need to have a meeting with my mechanics and advise them that they should inspect and fix all components in a specific area and he advised as I was getting into the car “oh by the way, I noticed that the driver side door light came on but don’t worry it’s probably nothing just some water that got in there and I drove off only to turn right back around to the dealership because the car window started going up and down on its own--which it wasn’t doing when I brought my car to the dealership. The shop foreman told me oh do you want me to look at it? That was 12/17/11 at 7:30am. I received a call from the manager Jeffrey Sterry, on 12/19/11 telling me he’s sorry, what seems to be the problem they gave me a discount, he’ll have the shop foreman see what’s wrong with the door and he’ll have him do yet another world class inspection--the fifth one. Well I get a call from Mr. Sterry on 12/20/11 saying they didn’t know what the problem was with the door (basically he lied after telling me 12/19/11 that he would find out what’s wrong with it), then he goes on to say after doing the world class inspection they found other problems and did I want him to keep the car yet again to find out what’s wrong. AT THAT POINT I REALIZED THAT THIS DEALERSHIP IS INCOMPETENT, HUSTLES CUSTOMERS BY NOT DOING ALL OF THE WORK AT ONE TIME SO THEY CAN KEEP CHARGING LABOR FEES FOR EACH VISIT, AND CREATING MORE REPAIR PROBLEMS THAN WHAT THE CAR HAD BEFORE IT WAS BROUGHT INTO THE DEALERSHIP SO THEY CAN KEEP CHARGING THE CUSTOMER! In conclusion, this dealership cannot be trusted and quite frankly don’t have experienced mechanics to understand the complex components of BMWs. I plan on contacting BMW North America USA to have a qualified field specialist to take a look at my car and investigate the certifications of Russel BMWs service mechanics to ensure they are qualified to work on BMWs. I also plan on getting one of the local news stations to do an investigative story behind dealerships like this one that are ripping off customers by not fixing all of the work so customers have to keep bringing their car back and charging them a separate labor fee for each visit. I can only hope that posting this review on this cite, face book, twitter and any other cite that I can warn fellow consumers. More

Great experience , Our BMW experience with Constantine was so good and no pressure we order our X5 Diesel after our test drive , Sitting down going over the features and what we like to have and adva was so good and no pressure we order our X5 Diesel after our test drive , Sitting down going over the features and what we like to have and advantages of some of option we never gave a thought to and answer all our question. Then some price negotiating and a Order was sent , Delivery was smooth and more time given to going over the X5 then doing paper work . I even called Constantine up few weeks later to just go back over a few things ,he told me to stop by and he took 30 minutes to be sure i felt comfortable of settings on dash , I had a trailer hitch also installed by Russe BMW and there l Tech -Tyler did the install of that hitch and Tyler even took time to go over few mechanical question i had ,He answer all my question as we pop the hood of this smooth running diesel . It is early into our ownership but so far everything has been a positive .I think that in future i can see us going back to Constantine and doing a test drive in a 5 or a 7 series . More

After searching other dealerships in the DC Metro Area for a 2011 335i with XDrive for my parents, I was quite disappointed with the customer service and available selections at dealerships closer to thei for a 2011 335i with XDrive for my parents, I was quite disappointed with the customer service and available selections at dealerships closer to their Silver Spring home! With the help of a friend at BMW Corporate in New Jersey, we stumbled upon Constantine at Russel BMW in Baltimore! An absolute gentleman who found a vehicle for my parents and took the time to answer all of my mother's questions about the new car! Honestly, this was one of the best auto buying experiences we've had.. I'm currently in the process of ordering a 2012 BMW and the entire staff at Russel has been a huge help! If you are considering buying a BMW in the DC Metro Area, skip the foolishness and poor customer service and head straight to Russel BMW and ask for Constantine. More

Used a coupon. Employees cashiers very rude but our sale associate was. Very nice and honest. Wait time was very long!!!!!! Overall good car service cashiers should be more open to greet customers instea associate was. Very nice and honest. Wait time was very long!!!!!! Overall good car service cashiers should be more open to greet customers instead of me, after walking around for 5 mins, not being greeted. Our physical appearance should not have mattered!!!!! (hint!!!!!!) More

This has been one of the best car buying experiences I have ever been through. Our sales person was incredible and the finance department even more so. Everyone we spoke to was friendly and welcoming. We have ever been through. Our sales person was incredible and the finance department even more so. Everyone we spoke to was friendly and welcoming. We would definitely go back for more and refer friends and family. More

Ralph and the rest of the team at Russell BMW took excellent care of my wife and I from the first phone call inquiring about one of their used cars, through the sales process, and have been very helpf excellent care of my wife and I from the first phone call inquiring about one of their used cars, through the sales process, and have been very helpful and responsive in resolving any issues that have come up since our purchase. Even though we live over 45 minutes away, we would happily return to Russell for our next car purchase. Bravo! More

I purchased my new car from Russel BMW. The experience was exceptional. My sales representative, Mark Ritter, was extraordinarily responsive before, during and after the sale. Their price was very compe was exceptional. My sales representative, Mark Ritter, was extraordinarily responsive before, during and after the sale. Their price was very competitive and the dealership support staff was excellent. They gave me a very fair trade-in value for my old car and behaved with utmost integrity - even refunding a small overcharge caused by an out-of-state license plate transfer. I would not have known about the slight overpayment and was pleasantly surprised to get a refund check in the mail. Since no one is perfect, I'll suggest one area for improvement. The parts department seemed slightly disorganized as I tried to get a couple of accessories. My phone calls were bounced around and I had to call back a number of times before to get things sorted out. Again, this was minor. To summarize, I highly recommend Mark Ritter and Russel BMW! More

I was looking to buy a 2011 135i or failing finding one in a reasonable amount of time, custom order a 2012 135i. For that I had sent out requests for quotes to various dealers. Jeff Beck from Russel BMW w in a reasonable amount of time, custom order a 2012 135i. For that I had sent out requests for quotes to various dealers. Jeff Beck from Russel BMW was one of the first one to respond and over the next two and a half weeks worked with me on the custom order. He was very helpful in answering all my queries about the car, the options and services, promptly and in full. I never had to ask him the same question twice. We negotiated on a price for my custom order of a 2012 and he gave me the best price of all the area BMW dealers. However, this last week a used 2011 135i popped up in the market and it had all the options I wanted and more. Got a good deal on it and I purchased that instead. Jeff congratulated me on my purchase. Overall, very good experience with him. I would definitely recommend him. More

I made a call to Russell BMW strictly on a whim to get information on leasing a 328I. I was put in contact with Ralph De Marzo Jr., who explained leasing versus buying very in depth. We went out to Russ information on leasing a 328I. I was put in contact with Ralph De Marzo Jr., who explained leasing versus buying very in depth. We went out to Russell that same afternoon and were greeted by a very nice young lady in the parking lot and also received a warm welcome in the reception area. Ralph greeted us immediately after we arrived and had us test driving this vehicle within minutes. After another thorough explanation of leasing vs buying, we decided on buying and were thrilled with the offer given us on our current vehicle. Our entire visit was only just over 2 hours and any question we have had since our purchase has been answered very promptly, either by phone or e-mail. We have been extremely pleased with the responsiveness of our salesman even after the delivery of the car and equally as pleased with the vehicle. I will definitely go back to Russell in the future for any BMW purchases. More