BMW of Houston North

WHAT IS HAPPENING to BMW North America! ?!? A Quality Client Experience used to be the norm. Imagine, setting an appointment 2 weeks in advance only to get to the dealership and wait 35 min ?!? A Quality Client Experience used to be the norm. Imagine, setting an appointment 2 weeks in advance only to get to the dealership and wait 35 minutes before anyone acknowledges you (I asked for assistance 2x's, used Derycks name specifically and was still invisible). Once assistance was granted, I was told that I would be charged a min of 2hrs labor for them to diagnose the obvious. Deryck had no idea how long it would take because "it was the end of the month", not sure what that meant! There were not loaner vehicles available even though advance notice was provided. A few hours later I received a call from Deryck indicating the repairs would be over $5K, when I informed him of the extended warranty (which I had the dealer verify when I made the appointment), the tone changed. It took 7 days for a repair that should have taken a few hours, there was NO communication regarding where I was in the process (which was the most frustrating part), Heather, the Svc Dept Mgr did not acknowledge my call requesting and update or addressing my frustration. There were so many nuances that added to this negative experience, but I am not sure sharing will make a difference in how business is done going forward. If this is read by a member of the leadership team, my hope is that you consider refocusing on what means the most. BTW, Once the warranty company got involved in the process, the price of the repairs mysteriously dropped $1K ... I know car sales are slow, but don't beat us up on pricing to drive revenue. Over $3K for a couple of hours just doesn't seem right. More

Overall very cordial, efficient, and communicative. The overall duration of the service was reasonable and per the estimated time prior to the commencement of work. The overall duration of the service was reasonable and per the estimated time prior to the commencement of work. More

Excellent dealership wonderful staff excellent products fast repairs excellent service clean and many staff for helping fast repairs excellent service clean and many staff for helping More

Derek is very attentive and customer oriented. I will ask for him again. 5 stars. I will ask for him again. 5 stars. More

This would’ve been a pleasant and almost perfect experience buying an X5, but THE MANAGER TRANG NGUYEN RUINED the reputation of this place with her unprofessional behavior. I came in two months ago experience buying an X5, but THE MANAGER TRANG NGUYEN RUINED the reputation of this place with her unprofessional behavior. I came in two months ago to order the car and got all the papers signed, and the deposit paid. Everything was set and all planned out until I came to pick up my car. My contract to buy the vehicle became void, and the pricing and college rebate became inapplicable instantly by Trang, who claimed she was the manager and the boss of the manager who signed the car contract with me. Like any rational and confused customer, I questioned the sudden change of people and why my contract to order and buy the car became void. I shouldn’t explain to a grown adult saying she’s the boss around there what a contract is and that it binds two parties together. If not, then why have the manager and I sign a contract when it does nothing? When I ask to speak to the other manager, John, she says he works for her but refuses to let me see him and let him come and clarify the situation. Trang kept blaming the “miscommunication” on my SA, who has been transparent and details every step of the way, or else how did the car order come through? Trang had TWO MONTHS to call, text, and email me about changing the contract and pricing. As a manager, it is her responsibility to communicate effectively and take charge of problems that arise, but instead, she blames, blames, and blames the lower level/my SA and the other manager who she says “listens to her.” I then ask for her boss, and she doesn’t say anything and refuses to acknowledge that she’s not the boss. She tells us that the cars at the dealership are “her cars,” and she’s in charge around there. Yeah, right, if you own Bayerische Motoren Werke, then you wouldn’t be a sales employee. Plus this is a German-made German brand. It is unfortunate to have such a heritage family brand name have its reputation soiled by a lowly manager that couldn’t act appropriately in a work setting. Her words are probably why she did not get the other manager and the general manager over, or it would’ve ruined her image in front of her coworker and upper management. I have never met such arrogance and unprofessionalism in any premium or luxury car dealership. No sorry or compensation of any kind when I say it is her management and lack of communication problem. Instead, she just turns around and scolds my SA who ended up getting a write up for HER INABILITY TO PERFORM HER JOB DUTIES. I was honestly waiting for her to turn and scold me and then my mom next! That IS NOT what someone in a managerial position should respond, especially in front of customers. I’m sure I’m not the only one there that got second-hand embarrassment from her behavior. No wonder the place wasn't as packed as the Mercedes next door, probably left by her unapologetic and unprofessional behavior! When she walked away (and never came back) I asked my SA for the general manager and my original contract that I signed became valid again, but the manager is still Trang, so I have suspicions that she’s stealing another person’s client. In luxury brand stores, the SA who is assigned to a client makes money from that person’s purchase, not sure of BMW’s sales approach, but I get an itching feeling she’s trying to make extra money by making me pay more and taking me out from another manager. Perhaps if my dad/a man came with us, it would’ve been a different picture. My mom was about to leave the store even though we waited two months for this car. Since we own a BMW X5, we wanted to buy a new one for road trips, otherwise, I would’ve went to its neighboring rival, Mercedes Benz to get a car order done in two weeks! The only star is for my helpful and professional SA Desmond and the other staff members working the reception, snack bar, and accessories shop. Unfortunate for them, I was going to recommend this place to my friends who have been on the search for a new car… terrible business management and customer relationship ruins all the good! More

The dealership was beautiful outstanding No complaints well organized very personal two thumbs up five stars well organized very personal two thumbs up five stars More

Work always done on schedule and never had any quality issues. Service advisors are knowledgeable about their products and don’t seem to up-sellers which I appreciate. issues. Service advisors are knowledgeable about their products and don’t seem to up-sellers which I appreciate. More

Very polite staff amazing service that the reason why we come all the way from Pearland and we are happy come all the way from Pearland and we are happy More

First class experience in the service department. Staff is professional, space to work while you wait, even the coffee bar is pleasing. Staff is professional, space to work while you wait, even the coffee bar is pleasing. More