BMW of Fort Washington - Service Center

I had a few transactions with West German BMW. I haven't been amazed at the service department in general but since it is the closest to my home, I try to tolerate it. I called ahead for a replacement hea been amazed at the service department in general but since it is the closest to my home, I try to tolerate it. I called ahead for a replacement headlight assembly. I was planning on replacing the part myself (again, because I generally don't have any patience for car dealerships). But after several months of not having 2 operating headlights, I caved. So I called TODD SIMPSON the service associate that I have delt with in the past (apparently you are assigned a speicifc associate based on the first latter of your last name) and told him that their parts department qouted me $278 for the part. Todd said my quote would then be 278 plus the 153 in labor and then taxes. SO I made an appointment for several weeks in the future (they are always so busy there, you can never get in without planning far in advance). Just yesterday I called Todd and left a voice mail to verify that the correct part was ordered, and the price remained the same. He never called me back with any descrepancy. So today I picked up the car. The price was almost $50 more. I asked why and was told that my options were to pay the price or they would remove the new headlight assembly and put the old one back in. This is when the service manager and parts manager got involved, both of whom were not helpful in resolving this issue. So while in the grand sceme of things a $50 difference is not going to break me, I just found it completely frustrating that at that point they had me over a barrel. Either I pay or wait several hours for them to remove the part and put the old one in, which doesn't help me at all. They made no apologies for the confusion, no concessions what so ever. I ended up paying the bill. and will follow up with yet another letter to general manager. Oh yes, I had issues when I found out that my certified pre-owned car, was in an accident that was never disclosed. Thus the value of my car is basically nothing. SO never believe in "certified" anything and do not believe that a so called Luxury car maker will have luxury service. More

I found that they had a special price on an alignment via their website. I called in inquire about the alignment and they told me that the website was outdated, but they would honor the price. I though great their website. I called in inquire about the alignment and they told me that the website was outdated, but they would honor the price. I though great! I dropped off my car early before they opened and left the keys and everything with my information. I made special arrangements with my family so I could use my mom's car that day. The entire day passed and I get no phone call whether the work was completed or not. I tried calling the service department and no one would answer the phone. I called the front desk and they would just forward me to the service advisor who wouldn't answer the phone. I get there at 3PM and no one seemed willing to help me. I guess they didn't think an 20 year old was a very high profile customer. I finally track someone down and they tell me that they couldn't align my car. They needed to replace the control arm ball joints and wanted $900 to do the work and had to special order the parts. This is absurd because the control arm ball joints are $20 replacement parts and can be done in an hour at most with the BMW tool. I know this because the same procedure was done by the previous owner several years ago. I refused the work and wanted my car back immediately. After 30 minutes I still didn't get my car back. I asked where it was and they said that the car was at another location down the road because they do their alignments at a different facility. They also said the guy working on my car was out at lunch. Another hour passes and they keep telling me it'll be there in 5 minutes. Eventually the service advisor just leaves and I couldn't find him. After 2 hours of waiting he reappears to give me my keys and a bill for the alignment (which wasn't done!). I argue with the guy for 10 mintues before just giving up and wanting to go home. I start driving home and released they were messing with my radio and settings all over the car. My AC was on full blast, radio settings were changed, greasy finger prints on my radio display, and worst of all my mileage was about 10 miles higher then when I dropped it off. Funny thing because BMWNA usually calls people after each service appointment, sale, etc to see how it went. I never got a phone call from BMWNA to rate them. I guess they just lost my paperwork. Cliff Notes: They didn't do alignment as requested, Wanted $900 work to be done before alignment can be done, I did not authorize them to take the car somewhere else, Car was used for personal use during the day, Interior was not left the way it was, Charged for alignment that wasn't done, Ignored me when I tried to get help, Never called to tell me the car couldn't be aligned, These guys are crooks and I'll never return to them ever again. Not even for parts or sales. More

Service is always done expediently ( I usually wait)- SA's are friendly and make sure all questions are answered.<br>So far I have had only good experiences here.<br><br>I had ordered a front license pla SA's are friendly and make sure all questions are answered.<br>So far I have had only good experiences here.<br><br>I had ordered a front license plate bracket for a European plate. When the bracket came in, I took the car into have it mounted. The service rep charged me NOTHING, even after taking a while to figure out how to mount the bracket without drilling any holes. More

I have dealt with this dealership for the past 7 years on the service level both with them doing the service and myself getting parts for me doing the service. It has been a very mixed bag.<br><br>Overall, the service level both with them doing the service and myself getting parts for me doing the service. It has been a very mixed bag.<br><br>Overall, I have some concerns about how much they really care about the customer. I have a 1997 318i and since that car is near the bottom of the BMW 'pecking' order it is very rare that I get their best efforts. If you are bringing in the car for a major tune up they love you because the procedure is cut and dry and so is the exorbident cost. In those cases I was treated like a king and therefore happy. If they actually have to try to fix something, however, you will get the run around. My wipers were not working correctly and after 2 tries and $300 they still were not working. I then took care of things myself and installed a new wiper motor. Even this experience with the dealer (to get the replacement wiper motor mounting bolts) was a joke. They first told me they did not have the part (we are talking about a bolt here). Then, after showing my disgust and disbelief the parts guy went back and got them for me. Why the &$%ing games?!?!? On his behalf he did not charge me.<br><br>Other episodes with this dealer:<br>1) Not resetting service lights (twice).<br>2) Incorrectly fixing a problem to pacify me right before warranty expired. I still have the noise in my car to this day (118k).<br> More

They will say anything to sell you the car. They sold me a $43000 BMW 740I, and I have not owned it for a year yet, and it is in the shop all the time. They don't fix my problems. They sold me a lemon. They a $43000 BMW 740I, and I have not owned it for a year yet, and it is in the shop all the time. They don't fix my problems. They sold me a lemon. They will not do anything for me. I feel I got screwed by West German BMW, and I would never refer them to anyone. Johnny Cealmov, 267-408-6207 More

I've been a customer for about 6 years and am on my 3rd new car. The sales people here - especially Joe Giasone - are great. Service is pretty bad though. And it continues to decline. Luckily BMWs over new car. The sales people here - especially Joe Giasone - are great. Service is pretty bad though. And it continues to decline. Luckily BMWs overall are reliable where it matters - they start and keep going and are safe. But they are plagued with little annoying things. All of my cars (a 2000 323i, a 2002 330i, and a 2003 Z4) have had problems with rattling windows. The Z4 has had numerous rattles and squeaks as well as a number of software problems with the navigation system, the SMG transmission and the power steering. The convertible top also has a very annoying problem of squeaking loudly when it's down (which is a common problem that most Z4 owners experience). When I present these problems to the dealer (and I have done so many times, they never fix them properly) they have had the nerve to say that I should expect it from a convertible. So a new $50k BMW convertible should sound worse than a a $20k used Ford? The service folks and their manager just keep getting more arrogant to me and frankly I don't think I'll buy from them again. More