BMW of Catonsville - Service Center

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

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

Mr. Mitchell did an excellent job in solving the issues with the windshield-wipers on my 2000 740iL. The windshield-wipers would stop/park in the middle of the windshield. Additionally, he went the extra m with the windshield-wipers on my 2000 740iL. The windshield-wipers would stop/park in the middle of the windshield. Additionally, he went the extra mile in researching the warranty coverage on previous repair work and made it right. More

Amazingly easy appointment scheduling - and always on the day I want (which is a Saturday); great communication on car service needs; work is done quickly while I wait! This is my 3rd vehicle purchased from day I want (which is a Saturday); great communication on car service needs; work is done quickly while I wait! This is my 3rd vehicle purchased from Russel Automotive Group (2 BMWs and 1 Toyota) and they always take care of me with my purchase and service needs! More

We've purchased our X5 from another state and just moved here in MD. We took it to Russel for an oil change. As expected, they found a bunch problems and recommended costly repairs. Plus since they have rem here in MD. We took it to Russel for an oil change. As expected, they found a bunch problems and recommended costly repairs. Plus since they have removed the steering wheel and not have the parts, they have to keep it for the weekend. We agreed to a have them go ahead with the steering wheel repair since it was gonna be covered by warranty. BUT wait ... there's more ... they said the 'Check engine' and 'check gas cap' lights was showing so that needs fixin' as well. Anyways, they went ahead with the repair and we paid (more that amount they gave on the phone) it with our hard earned money. The 'Check engine' and the 'gas cap' lights showed up again the next day and we've been trying to get hold of them for service and WILL the service adviser hasn't called yet. WILL he call today or WILL he not ... I don't know the answer. We'll just charge it to experience and never return to RUSSELL again. More

After taking my 2009 BMW 335 to Russell for the 4th time in 18 months for service, I picked my car up and noticed that it had extra miles on the odometer. The sat radio was being serviced but the service m in 18 months for service, I picked my car up and noticed that it had extra miles on the odometer. The sat radio was being serviced but the service manager explained that they sometimes need to take the car for ride to ensure all is well. He explained that they had a 3 mile course they follow. The problem, is that my car had 9 extra miles. Looks like they were either joy riding or running errands for the dealership. They had no justification for the additional miles. DO NOT TAKE YOUR CAR THERE since they fail to track how the cars are being driven. In addition, they acted bothered that i even asked the question. Horrible customer service and I'll take my business to another dealership! More

After paying a RIDICULOUS price for new battery ($183 for battery and $210 installation) & tune-up ($25/plug + $85 installation) in Dec., my 2004 X5 (69K well maintained miles) breaks down on me ONE MONTH la battery and $210 installation) & tune-up ($25/plug + $85 installation) in Dec., my 2004 X5 (69K well maintained miles) breaks down on me ONE MONTH later. Defective part is right next to the ($25/per) spark plugs. I'm told the "cyclone seperator" broke and oil spewed all over the sparks plugs, causing engine to stall. Hmmm, coincidence? Probably not. So that repair totals $1,078 ($813 labor + $265 parts) Part of that repair included 2 quarts of motor oil @ $7.35/quart. An hour later the same day I picked it up from Russel, I get an indicator that I'm low on oil. I had to pull over at an auto parts store and add a whole quart of oil! So, even with an elite extended warranty, two trips to this "joint" in one month still cost me $3K out-of-pocket for "German Engineering." Google BMW cyclone seperator. Major defect in '05 & prior vehicles, which BMW discovered after many issues and resolved starting with '06 models. What's even more interesting is the survey the dealer ALWAYS tells you about and begs for "10s" as this is supposedly how they're evaluated and dealt with by BMW. Well, it wasn't mentioned at vehicle pick-up, nor did I receive it as I did the previous 15+ visits to this dealer over a 4-yr period. Coincidence? Probably not! We bought the X5 from friends when it was only 3 years old w/33K miles. They kept it maintained based on manufacturer recommendations and had all the documentation to prove it. We did the same after we acquired it. So, in the 4 years we owned this "Ultimate Driving Machine," it spent more time at the dealer than ALL the previous 7 Toyotas over a 24-year period I owned COMBINED! Just sayin'. More

I do not think that the service dept. knows how to repair a car at all. My car has been in the shop for a 4th time in a year, and this time the repair costs are very high. I had a thermostat and water heate a car at all. My car has been in the shop for a 4th time in a year, and this time the repair costs are very high. I had a thermostat and water heater replace in Feb, and their computer already says that it needed replacing. The replacement did not fix the problem and it is back in the shop for additional computer diagnostic tests and they now say it is a different problem, for an additional cost. Get this!---they also forewarned me that this may not fix the problem and that I may need a camshaft replacement! "but let's take the repairs one step at a time" at an additional $1-2K each time I bring it in. This was my first BMW and my LAST! Never again. They rely on their computer diagnostic systems too much and they fail. More

I had major problems with this dealership. I would not recommend any "human being" using this dealership for anything. I had to contact BMW of North America, BBB, The Attorney General Office, the last Bal recommend any "human being" using this dealership for anything. I had to contact BMW of North America, BBB, The Attorney General Office, the last Baltimore Mayor, local Senators and Congressmen. You can either take my advice or you deserve what you get! More

My husband and I took our car in for repair. After a few initial issues (that resulted in us back at the dealership to correct a problem that was supposed to be corrected) we ended up paying almost 4K in re initial issues (that resulted in us back at the dealership to correct a problem that was supposed to be corrected) we ended up paying almost 4K in repairs to cover everything that was found on the diagnostic exam generated by the service center's computer. We wrote a big check, then we procdeeded to pick up the car. We were delivered the wrong vehicle. Once my husband was directed to the correct vehicle, it would not start. The service center associate said the battery needed a charge, and another associate said the battery was not our responsibility, not the dealerships. After allowing the batter to charge overnight, we picked up our vehicle. We were not satisfied with the repairs, and the vechilce is running rough and I can hear it revving loudly when we drive. This has been a horrible experience. More