BMW of Catonsville - Service Center

Do not service your car here! I made an appointment to service my vehicle at 9:15am. I did not receive a phone call regarding my vehicle as of 3pm. I needed my car back by 4:30pm, I made an appointment to service my vehicle at 9:15am. I did not receive a phone call regarding my vehicle as of 3pm. I needed my car back by 4:30pm, because I work at night. The car only needed routine inspection checks...it didn't even need an oil change, I had to call 3 times to vet ahold of Mel and apparently he wrote down my telephone wrong. As of 3:30pm, they hadn't even begun to work on my car. He stated he would give me a loner vehicle,but because my license was expired by 2 days they couldn't loan me a vehicle. So they pull my vehicle off the lift and charged me for an air filter and brake fluid, which who know was done because I needed my car back. I asked why it took so long to do my vehicle and this is the reason. When you make an appointment for your vehicle, the appointment is to only meet with the service advisor,not for your car, Mel explained that they have the right tondo whatever cars roll in first so the appointment is completely useless. Secondly, I didn't authorize the new air filter and was charged $140 for this and $85 for mere ounces of brake fluid. Labor charges were over $240. So,my license was expired by 2 days doesn't explain why it took almost 8 hours to hook my car up to a computer, check the tires,brakes,and reset my service button my car. Complete disregard for my time and had the nerve to equate his job (Mel) to my profession, which I am a internal medicine nurse practitioner. Avoid this place! Dr. Tonya Appleby More

Outstanding Customer services I use this BMW service center for the outstanding services, communication, and patience of Mr. Ricky Katalan. He is efficient and has a lot of exper I use this BMW service center for the outstanding services, communication, and patience of Mr. Ricky Katalan. He is efficient and has a lot of experience working with customers. More

Good service but expensive, wish warranties covered more. I love the staff, loaner was very reliable. My car was ready the day that was told to me. I love the staff, loaner was very reliable. My car was ready the day that was told to me. More

Very scary service department. 1. Have to go back 3 Very scary service department. 1. Have to go back 3 times to fix an oil leak. 2. After the 2nd visit, I asked to look at my car on the lift. The tec Very scary service department. 1. Have to go back 3 times to fix an oil leak. 2. After the 2nd visit, I asked to look at my car on the lift. The tech working on my 7 was literally a kid. I don't know if he is certified. But he didn't know what is leaking and could only guess, that's for sure. 3. They reuse the engine and transmission oil that drained out due to repair. 4. At the 3rd visit, I showed the foreman the service procedure from TIS which clearly stated "discard escaped fluid". 5. The foreman pretended he never heard of TIS and told me the procedure is not for BMW. 6. I asked the service manager (a very nice guy), I showed him the service procedure, he apologized and agreed to replace the fluids. But the CBS was not reset. 1500 miles later, I was prompted I need an oil change. 7. Check-in my car is no good either. All other dealers put on seat cover and floor sheet before they drive customer's car. Their tech just jump in and drive my 7 away, right in front of me with my jaw dropped. I mentioned this to the service adviser, he just murmured "yeah, they probably run out of seat covers" without even paying any attention. I treat my 7 like an "ultimate driving machine". The dealer treat it like a Hyundai..... Although it's 15 min from my house, will never go back to Russel. More

So, I have rated Russel BMW before and given them high marks on service as I have bought 3 cars from them that I have had serviced there (2 BMW's and 1 Toyota). After my experience this summer - NO MORE! marks on service as I have bought 3 cars from them that I have had serviced there (2 BMW's and 1 Toyota). After my experience this summer - NO MORE! I had a simple oil service for $100 and ended up with 3 quarts of oil in my garage (4 ft x 3 ft puddle) and another few on the road. When I called them and took it back there, they apologized and "fixed" the problem but lied about the cause. I spoke with someone who works on BMWs and he told me what caused the oil to spill. Anyhow, Russel BMW never reset my service indicator (as I requested). So, it took 3 times for a simple oil change and when I asked about a refund, my request was promptly dismissed. They did not pay to clean up the mess in my garage either - I scrubbed it for an hour with all kinds of products (after using kitty litter to soak up the oil) but the damage is still there. I will NEVER buy a car from them again and I will NEVER have it serviced there. In fact, I'm heading to BMW of Rockville today to give them a try. I will buy another BMW in the next few years, but they have lost my business for good. On a related note, it is too bad that Will Mitchell left them - he was the only service advisor who truly cared and got things handled! More

I took my car in to have a rear window malfunction fixed. I have had mixed results with Russel service in the past and due to holiday rush took it again, mostly for convenience and in hopes of getting a bett I have had mixed results with Russel service in the past and due to holiday rush took it again, mostly for convenience and in hopes of getting a better experience this time. Unfortunately I did not. I now can't find out the status of my car. After being put on hold once and disconnected and a second time so long I gave up I finally insisted on speaking with someone who could help me. The service rep couldn't help but told me my adviser would call "in 5 minutes". It's been several hours now and no call. As a BMW owner I go to the dealer for service for two reasons: supposed quality of repair; quality of service. I'm not sure about the first since most shops can get genuine BMW parts and for the second reason Russel has let me down now several times. I will find another dealer for my next car and for future service. More

This is my third time coming to this BMW dealer. All 3 times I was told one thing and something else was done my Rep was indecisive and unaware! But very friendly and professional which kept me coming bac times I was told one thing and something else was done my Rep was indecisive and unaware! But very friendly and professional which kept me coming back. This will be my last and final time coming here I don't like not knowing what is happening and waiting for days and weeks for my vehicle!!!!! More

I have had issues with other dealers (TOWSON) before. Just dishonesty or lack of contact or my vehicle had dirty mats upon return. So I changed my dealer experience. I called made an appointment at Rus Just dishonesty or lack of contact or my vehicle had dirty mats upon return. So I changed my dealer experience. I called made an appointment at Russell BMW and they set me up. I arrived was surprised to be greated in the lane by Yale who was standing there waiting for me. I was promptly in and out of the dealership with a loaner vehicle within 10 mintues. Very rare to have great service, great follow-up and no problems. More

I've been living in Western Maryland for about four years and I have visited four BMW dealerships to have my 325xi serviced. I usually never leave reviews on websites because my expectations are rather high and I have visited four BMW dealerships to have my 325xi serviced. I usually never leave reviews on websites because my expectations are rather high and not often exceeded. When I am disappointed, I choose to forget it and let it go. Russel BMW has actually made me a fan. The locale is similar to others I have visited. The waiting area was a bit nicer, but nothing fancy. The service costs were explained to me and I felt very comfortable about the process and it didn't take too long. The whole experience felt a little above average, but at this point I was planning on returning but I was not a fan. Within a couple of days after they serviced my vehicle, I received a letter from BMW North America about a recall. Coincidentally, one of the things I had done on my vehicle was the recall and I got charged for it (the letter said it was a free fix.) I got a hold of Jamie and Jeff and they were nothing but helpful and accommodating. They respected my time and worked with me to get the refund. It wasn't much dollar wise, but they have earned a loyal customer by dealing with this rare case with professionalism and common sense. I admit most BMW Dealerships do a good job as a result of all the training they get, but Russel BMW in Baltimore performs at higher level. I will definitely be returning and I recommend them to anyone. 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