BMW of Roanoke

I recently had my 2003 M3 towed to the dealership 2 days before my scheduled appointment. The counter staff were very nice and helpful. They took my car in a day early and had it diagnosed within hours of before my scheduled appointment. The counter staff were very nice and helpful. They took my car in a day early and had it diagnosed within hours of being there. The mechanic, Rusty, walked me through the Non drivability problem I was having. I noticed how well kept the mechanics service department was, their well-kept uniforms and all-around attention to detail. John, the operations director guided me through the entire process and kept me updated throughout. My part came in quicker than expected and had it finished the same day. I am very impressed with how this was handled and will definitely use them in the future. I'd also like to give a very grateful thanks to John and Rusty for an outstanding job! More

This is regarding the service department. Took my car in for service on 3/14/25. Inspection, fix the cargo cover, recall, and maintenance. Maintenance and recall went fine. They thought b Took my car in for service on 3/14/25. Inspection, fix the cargo cover, recall, and maintenance. Maintenance and recall went fine. They thought by inspection, I meant a multi point vehicle inspection and not the state inspection which was going to expire in a couple weeks. Be very specific with them! They said it the cargo cover was fixed. Silly me for not checking before I left but an hour later when I returned home, it was still stuck in place so I called. Sarah said she'd order a new one per the tech and it would arrive in 3-5 days. Two weeks later, no call, so I called her and she said it hadn't been ordered yet and she didn't know why other than a breakdown in communications. So she said she'd order it again and I set up an appointment about 2 weeks later (today 4/11). I specifically asked her if she'd call if it didn't arrive and she said yes. After an hour drive to my appointment when I was picking the car up, I was told the cargo cover was not ordered. I was incredibly frustrated for wasting another day driving to Roanoke and being basically lied to again about ordering the part. It wouldv'e been professional to use those 2 magic words "I'm sorry" but it was more like, "I don't know what happened, it's very frustrating." It doesn't seem that hard to order a part and communicate with the customer but apparently it is extremely difficult for Sarah. After complaining some more, the other guy, Tim said there would be no charge for the wheel alignment I also had done. That was a nice start, plus they offered me a loaner car while I waited for the alignment. I had an appointment at 9am and it was now after 12 and I asked why an alignment takes over 3 hours and that I made an appointment. He explained that the appointment is just for check in and drop off purposes only. I'm glad I had no plans for the day and took off work for this nonsense. Ugh!!!! So annoying. I will do everything in my power to never get my car service at BMW of Roanoke. What a huge difference from my interaction with Starr Groves who sold us the car 3 years ago. He is a stand up guy. The service department could take a lesson from him on how to conduct business. More

Took in due to needing an alignment but check engine light came on and slight hesitation when speeding drivetrain malfunction warning so I expressed all concerns with advisor wanted to address another i light came on and slight hesitation when speeding drivetrain malfunction warning so I expressed all concerns with advisor wanted to address another issue other than what was asked. Did diagnostic at 190 per hour and replaced oil cap and light went off but still has smoke coming inside thru vents very disappointed in the service the attitude and no professional by this group Corey Hoover was the only one I give kudos to and he worked in service dept So disappointing in this service today More

HORRIBLE!!! THE WORST DEALERSHIP EXPERIENCE I HAVE EVER HAD!!!!!!!! Please, do yourself a favor and never go there. I paid a $2000.00 repair in service. My car THE WORST DEALERSHIP EXPERIENCE I HAVE EVER HAD!!!!!!!! Please, do yourself a favor and never go there. I paid a $2000.00 repair in service. My car wasn't repaired properly the first time. I was told to bring it back by the service manager and he would make it right. While waiting in the lobby, after driving and additional two hours for the second time, and another day off from work. I hear the service adviser talking to the service technician who worked on my car. The conversation lead to a not my problem kind of deal..... Mortified I got up and spoke to both of them and let them know my car wasn't fixed properly the first time....... Could you please help me I asked? I just want my car fixed for what I originally brought it in for, and already paid for. I ended up speaking with the General Manager John Musilli on the phone. He consulted the Owner, a Mr. Gregory. They both exuded a not our problem kinda attitude, and strongly disagreed with my concerns.... WOW This just solidified that this dealership has a "CULTURE PROBLEM", from the top to the bottom. A real we are the only game in town mentality!!!!!! Customer beware, and for goodness sake, STAY AWAY!!!! More

Quick Service Took my teenage son's old BMW in for an air bag recall. I've done this same thing at a different BMW dealer for my daughter's car and it took awhile. Took my teenage son's old BMW in for an air bag recall. I've done this same thing at a different BMW dealer for my daughter's car and it took awhile. Roanoke BMW got the car in and made the repairs promptly. I hadn't even finished browsing the lot when it was done :-) More

Absolutely terrible Not only do they charge you 150 dollars just to see what's wrong, they then charge you over $100 an hour for labor. My part was less than a 1/3rd of t Not only do they charge you 150 dollars just to see what's wrong, they then charge you over $100 an hour for labor. My part was less than a 1/3rd of the actual cost. The rest was "labor". They told me it would be ready Friday had to call the following Tuesday to figure out what was wrong. Then called again Wednesday for them to tell me they could have it done Thursday after they found something else wrong. It's Saturday and still haven't heard a thing from them. I wouldn't recommend them to anyone. More

Picky Customer Gets Excellent Service Chris in parts was quick to find what I needed and patient with my questions. He connected me with Brian in service, who scheduled a waiting-type app Chris in parts was quick to find what I needed and patient with my questions. He connected me with Brian in service, who scheduled a waiting-type appointment for me at a precise time, and who was careful to be accurate regarding what I wanted done. Greg, the service manager, came out to the waiting room to make sure that my bill reflected the promised price. Later Greg returned to let me know the work was done and that they would wash my car as part of the service if I didn't mind waiting. The wash was worth the wait as the car was detailed inside and out. While I waited in the show room, Faye, the receptionist, helped me pass the time with conversation ranging from the weather to gardening, to the intersection of botany and music, to sailing, and to local history. Destiny, the cashier, was friendly and quick to process my payment. The service work itself was perfect. The price was reasonable. More

Service dept My 2011 Beemer 535i warranty just expired at the same as one of my remote key is died on me Changed battery but no avail. Took in for Check up. The My 2011 Beemer 535i warranty just expired at the same as one of my remote key is died on me Changed battery but no avail. Took in for Check up. They would charge $150 dollars to see what is wrong with it How in the world remote key not functioning while othe cheap cars I had over 10 years has no problem, not even changed batter once last 20 years. Really bad service to rip off!! More

Bad/rude service Took our 2006 BMW in for rear window not going up. Had to be at a meeting that was 30 miles away and it was starting to rain. Drove car to Valley BMW Took our 2006 BMW in for rear window not going up. Had to be at a meeting that was 30 miles away and it was starting to rain. Drove car to Valley BMW and asked if they could take a look at the car. Response by service manager was, sorry we are booked up and its Friday and we don't work on Saturday so we can't do it. Asked if I could get a loaner car. He said, nope the car is out of warranty. Told to put a bag over the window. ( interstate, wind, rain, ) Don't think do. They did give me a ride home and said they would look at it on Monday. Didn't hear a thing Monday until my daughter called and told me it was fixed and total cost. Have no idea how they even had my daughters number. Never asked me if I agreed to the repair and cost. Very poor way of doing business. I bought my car there but will not buy my next one there. My wife is looking to purchase a BMW 328i but will not ever purchase from them after this. More

The parts department here is mediocre at best. On the plus side, they got my part in very quickly; however being a dealer in high end automobiles and automobile parts I would have expected the parts depa plus side, they got my part in very quickly; however being a dealer in high end automobiles and automobile parts I would have expected the parts department personnel to be much more knowledgeable. I asked what the cost would be for them to replace the automatic transmission fluid in my car and the guy fumbled around looking at parts and what not before coming back with a guess of $500-1000. Seems a little steep to me! More