BMW of Catonsville - Service Center

Subject: Formal Complaint Regarding Customer Service Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encount Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encountered at your location. My appointment was scheduled for 9:00 am, and although I was 10 minutes late due to traffic, I waited for almost 5 hours in the waiting area before anyone addressed me. My vehicle was not taken in for service until 11:15 am, and I was presented with a video detailing extensive work that supposedly needed to be done, when I only requested an oil change and front left signal light replacement. After waiting for hours, my car was finally ready at 12:40 pm, but was not handed to me until 1:20 pm. It was during this time that I realized my wallet had been left in the waiting area. I received alerts about my credit card being used at a tobacco shop, which led me to believe I had misplaced my wallet. It was only at 6:08 pm that BMW contacted me to inform me that my wallet was at their location. More

Working with Ricky is always the best. He always takes care of all my needs and does it in a timely fashion. It's one of the main reasons I prefer to use BMW of Catonsville. Thanks, Ricky! He always takes care of all my needs and does it in a timely fashion. It's one of the main reasons I prefer to use BMW of Catonsville. Thanks, Ricky! More

I had to give Kekah Moma the review he deserves while still waiting for my car to be done. I could not wait. He respectfully explained everything I need to know as a first time BMW owner and makes me fee still waiting for my car to be done. I could not wait. He respectfully explained everything I need to know as a first time BMW owner and makes me feel comfortable while I waits for my car. More

Keon always listens to my concerns and offers solutions and suggestions when needed. Thank you and suggestions when needed. Thank you More

Brittany is the best! Always greeting with a great attitude and friendly smile. She’s the reason the BMW in Catonsville is my favorite! Always greeting with a great attitude and friendly smile. She’s the reason the BMW in Catonsville is my favorite! More

keon is amazing extremely knowledgeable and compassionate thank you my car is riding so smooth bluetooth so so compassionate thank you my car is riding so smooth bluetooth so so More

It’s always a please getting my car serviced at BMW! the work is efficient and the service is great! Thank you all again ! the work is efficient and the service is great! Thank you all again ! More

Great customer service and exceptional communication. Keon made me a client for life, thank you! Keon made me a client for life, thank you! More

My service advisor Keon Tobin is absolutely amazing. I drive an hour just to get my vehicle serviced. I drive an hour just to get my vehicle serviced. More

I have been a long time customer at this location, the parts department is very friendly, I always had a great experience until Keon Tobin got promoted from Sales to the service advisor position. I never parts department is very friendly, I always had a great experience until Keon Tobin got promoted from Sales to the service advisor position. I never had a problem with my previous service advisor but unfortunately he left this location a few years ago. Keon's knowledge about cars is very limited, he is very unpleasant to deal with, very disappointed with his poor communication skills. Ask him a price quote of a service and he would mumble out a random number without looking at his computer or anything. I was inquiring about replacing my front brake pads so I first went to the parts department and spoke to George who is a very friendly guy and he gave me a quote of $357 for labor, that was way over what owings Mills had quoted me so I was going to buy the parts here and take them to Owings Mills to do the service for me, so I bought the parts here and next day I came to pick the parts up so I just decided to go to Keon and double check the labor price, I asked him and he mumbled and said it was only $87 for labor which was strange to me so I repeated the question and asked "Is it only $87 for labor here" and he replied and said "YES IT IS" which made me stay with Catonsville and do the service here too instead of going to Owings Mills. The next day the service is done and Keon is sending me an Invoice of $357 so I called him and asked him that he had told me $87, why am I getting an invoice of $357, he got very loud and furious over the phone and started saying that he never gave me a quote of $87 which was very dishonest of him. I spoke to his managers who appeared to be very cordial but it did not help and I do not blame them but Keon. I also had to replace my Oxygen Sensor Valve Breather on my vehicle recently, I took it to Keon for service and told him to first check if the part was covered under my extended warranty and only perform the service if it was covered, he took the car in and an hour or so later came to me and said the technician changed the Valve Breather and unfortunately it was not covered under the extended warranty I had and wanted me to pay over $400, he did offer a discounted price but all of that could have been avoided if he had more training on communicating with his customers. There is always a problem when dealing with him. I had a 328xi a few years ago and my head gasket had blown on me, my vehicle was a SULEV (Super Ultra Low Emission Vehicle) model that comes with a really good warranty that lasts upto 150,000 miles or 15 years which covers the headgasket, I brought that car here and had asked for the warranty and they refused to take care of it under the warranty. I also remember when Keon first got promoted to the Service Advisor role he had told me to never buy another BMW, these cars are never reliable and always cause problems, this tells me how dishonest he is with his job let alone his customers. More