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.