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BMW of Catonsville - Service Center

4.8

110 Lifetime Service Reviews

6700 Baltimore National Pike, Baltimore, Maryland 21228

110 Reviews of BMW of Catonsville - Service Center

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November 06, 2018

"Fantastic experience! Jamie Brenneman took great care of me!"

- Miatapowaaah

I will never go to another dealership after being here. No need. Jamie Brenneman made sure I knew exactly what was going on with my M3 and Justin Allen, the technician who worked on my car, took excellent care of my car and even fixed a few small interior pieces for free that needed a clip or screw to secure! Can’t say enough nice things about my experience at BMW of Catonsville.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Jamie Brenneman
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Rick Van Dyken
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Justin Allen
Nov 09, 2018 -

BMW of Catonsville responded

Hello, thanks for your praise and kind comments about our team. We hope to be of service to you again in the future. Best wishes, BMW of Catonsville

October 26, 2018

"Exemplary Customer Service"

- ct33lm32

Wow! I am so impressed with Catonsville BMW and the professionalism and swiftness offered to me in transporting my 328d x-drive wagon to the dealership, fixing my flat tire, and returning my vehicle to my driveway! My service rep, Keon Tobin, is the best for making that all happen. He relieved me from the worry of not having time and made the experience effortless and pleasant. Thank you so much!

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Keon Tobin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 30, 2018 -

BMW of Catonsville responded

Congratulations on your new vehicle! We're glad to hear we delivered such a great experience. If there's anything further we can do for you, we are happy to help! We hope you have a wonderful day!

October 24, 2018

"Great job!"

- Godislove

Very reliable and professional services!! BMW Catonsville staff are very courteous, and trying their best to meet the time lines. I love it. Thank you for all you do.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Keon Tobin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 30, 2018 -

BMW of Catonsville responded

Thank you for the great feedback! Our staff is dedicated to providing top notch service and quality work you can trust. If you're ever in need of more help, please let us know!

October 24, 2018

"CHEERS....where everyone knows your name. :)"

- joemama888

Neil......also known as NORM from Cheers is the BEST. Confident, straight to the point, price conscious and simply a good guy to know and trust when servicing your BMW. Thanks Neil. See you next service time. Brittany thanks for sharing the munchies as we were starving having missed lunch and awaiting dinner. :)

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Brittany Hill
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Neil Taylor
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 30, 2018 -

BMW of Catonsville responded

Hello, we are glad we could help! We look forward to your next visit! Take care!

October 18, 2018

"Their tech would be better suited for Pep-Boys"

- MClagett

The worst, will not go back. Every time I would drop my 135i off, I could hear their techs red-lining cars in the shop. This should have been my first indicator that this wasn't a good shop, but I continued to take the car back.. Recently: I had a small sound coming from the rear end, so I took it in. They replaced a seal and refilled the rear diff, and told me everything looked great. 2 days later it was making a lot of noise. Took it back, they told me the rear diff had gone bad, and it needed to be replaced. I hired a consultant to tear it down and tell me what happened.. After doing so, he advised me that the rear end had not been reassembled properly by BMW, and that it was their fault the bearing had failed. BMW refused to acknowledge their error, until after I had taken my car elsewhere to be fixed again (on my dollar). Do yourself a favor and take it to Silver Spring or Annapolis. To the owner: I assume you will chime in to make it look like you guys did your part, and have good customer service. You didn't/you don't. I worked with your staff to make this right, and they refused. This was months ago, the car has since been properly fixed by one of your competitors, where I shall take the car from now on.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Brittany Hill
3.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 24, 2018 -

BMW of Catonsville responded

We take all customer concerns very seriously and we fully investigate all claims. While your car was in our shop on 6/13 for other concerns, our technician noticed a leak from the rear differential cause by a leaking seal. We worked with the independent extended warranty company for the policy that you purchased elsewhere to get the replacement of the seal covered and the seal was replaced at that time. Approximately 1,200 miles later on 8/14 you bought the car back to us for a noise coming from the rear end. We diagnosed the issue as a damaged bearing (probably from lack of lubrication prior to the seal repair on 6/13). We worked with the warranty company to get the repair covered and an inspector from the warranty company came to the dealership to verify the part failure. Subsequently the warranty company agreed to cover the repair, which they would not have done if they believed our previous repair caused the current situation. However, the warranty company would only pay for aftermarket or used parts, which we do not install as a matter of policy because we believe it is not in our customers’ best interest. The service advisor played the voicemail from the warranty company describing their requirement to you. While we recognize the repair involved two visits, we followed proper repair protocol by replacing the leaking seal first. We also recognize taking the car to another shop was an inconvenience but that was caused by your warranty company’s requirement to use aftermarket or used parts. If you would like to discuss this matter further, please feel free to contact our Service Director, Mike Winter at mwinter@mileone.com or 410-818-3315.

October 14, 2018

"Amazing service "

- Ashli1215

Brittany is the BEST service advisor! She’s always ready to help and provides exceptional service. Whenever I take my vehicle to the dealership, I know it’s in great hands! Thank you...

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Brittany Hill
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 16, 2018 -

BMW of Catonsville responded

Hello, thank you for your kind review; we are happy to pass along your comments to the team here at BMW of Catonsville! If you're ever in need of more help, please let us know! We hope you have a great day!

October 06, 2018

"BMW warranty service"

- BimmerBandit

Great experience; Very friendly and attentive. Dedicated to working with you until the job is finished and you are completely satisfied with the outcome. Would definitely recommend to anyone!

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Keon Tobin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 12, 2018 -

BMW of Catonsville responded

Hello, we're glad you had such a wonderful experience with us! If you're ever in need of more help, please let us know! We hope you have a great day!

October 05, 2018

"Service with no pressure"

- My1st1

Kudos to "Keon" for this service. We went in for a recall and all went smoothly. Polite, professional and efficient. I have an older model 2008 and it was nice that he gave recommendations for future service with out being pushy, hard or saying something inappropriate. Keep up the good work and I will continue to come back. Work was done in a timely fashion as we waited.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Keon Tobin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 12, 2018 -

BMW of Catonsville responded

Thank you for taking the time to let us know how we did. We hope you have a great day!

October 05, 2018

"Two bad experiences, one in July and another in September"

- J&J getaway

In July I took my BMW to BMW of Catonsville for an A/C system check because it was not cooling properly. My service rep, Neil Taylor, quoted me a price of $255.00 to make the repair, which I authorized. When I went to pick up my car I gave Neil a promotional coupon that I received in the mail which stated "Present this certificate and receive 15% off your BMW Service bill." Neil said that the certificate did not apply because he quoted me a “special discounted price”. There was neither a verbal nor written mention of a special price when I authorized the repair. After some back and forth discussion I asked him to get clarification from his manager. In approximately 30 minutes, Neil came back and said the manager authorized the discount, and he prepared a corrected invoice which I promptly paid. In September I decided to give BMW of Catonsville a second chance at servicing my car. This time it was to repair an oil pan gasket leak which was a recommended service listed on a "World Class Inspection" that BMW of Catonsville performed when the A/C repair was done in July. When I brought the car in for the service work I asked the service rep, Neil Taylor, to also inspect and diagnose a new issue, a caution warning light along with ABS / brake lights lit on the dashboard. Neil said there would be a $125 diagnostic charge to find the source of the problem and provide an estimate for repair. I authorized the work. When I called to get an update that afternoon, Neil told me that the problem was a faulty DSC control unit and he said the cost of repair would be about $2,100. I declined the repair and asked that he simply include a copy of the diagnostic report and corresponding estimate with the invoice for the oil pan gasket repair. When I picked up the car the next day sometime after 5 pm, Neil had left for the day. I looked at the billing paperwork I and noticed that it did not include the diagnostic report and repair estimate that I requested. Nevertheless, I paid the full invoice which included the $125 diagnostic charge that Neil had quoted me. The next day I left a voicemail message for Neil reminding him to send me the documentation I requested. In reply he emailed me only a screen print of the replacement DSC control unit part. I also discovered overcharges totaling $48.41 on the invoice I paid when I picked up my car. Dissatisfied with the entire experience, I decided to personally meet with Cindy Wolle, the Customer Relations Mgr. After nearly an hour of discussion with Cindy, with added comments from the Service Manager, I was told that it is BMW's policy not to give customers copies of diagnostic reports. She also produced an estimate for the cost of repair, $2,149.42 which was printed 4 days after the service work was completed. I told her I was very dissatisfied with the quality of service and asked that the $48.41 overcharge and the $125 diagnostic charge be credited to me. She agreed to credit the overcharge but not the $125 diagnostic charge. I am posting all of the painful details above to forewarn other BMW owners to avoid having service performed at BMW of Catonsville.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Neil Taylor
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Cindy Wolle
Oct 09, 2018 -

BMW of Catonsville responded

J&J getaway, We apologize if there was any miscommunication regarding providing the diagnostic report. Upon request, we do provide the report and did in this case also, as well as allowing the additional discount of $48 for an additional coupon presented. If you would like to discuss anything further, please feel free to contact our Service Director, Mike Winter, at mwinter@mileone.com or 410-818-3315.

September 30, 2018

"Excellent Service"

- Eshad15

I was extremely satisfied with the service I received at BMW of Catonsville. My service guy, Neil Taylor was very helpful. He provided great service!

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Neil Taylor
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 10, 2018 -

BMW of Catonsville responded

We appreciate your positive review about your recent experience with us! If you're ever in need of more help, please let us know!

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