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BMW of Rockville - Service Center
Rockville, MD
612 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
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612 Reviews of BMW of Rockville - Service Center
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May 10, 2025
I took my X1 in to replace a flat tire Monday, March 3. I had a 10:30 am appointment which I rushed over to get to on time. I arrived to no less than 20 cars waiting for service. After I finally pulled in I had a 10:30 am appointment which I rushed over to get to on time. I arrived to no less than 20 cars waiting for service. After I finally pulled in and dropped my keys, I was sent to the waiting area to wait until 11:15 to be told the tire was not in stock and my can would not be ready until Tuesday. Of course, unlike other luxury vehicle service, BMW either doesn’t offer loaner vehicles or does not have them available. I was given a Lyft home at 12pm. I told my service manager, Leon, that the tow hitch cover was missing and needed replacement. He let me know that part would be in no later than Wednesday. I received a video from Leon showing me my tire had been replaced on Monday at 4:35pm (earlier than anticipated) but the wheel cover still needed to be installed. No other information was shared. At 5pm, I texted Leon to confirm the car would still not be ready until Tuesday. To my surprise, he told me if I could get to the dealership by 6pm, I could pick it up as if I should have known that. I told him I could be there if he sent me a Lyft as I didn’t have a way to get there. All in all, I would call that service fine. Not great, but fine. However, it is now May 10 and I have yet to receive the tow hitch cover that was supposedly ordered over two months ago. I texted Leon a week after my appointment and again a month after my appointment, both times with promises to get right back to me. I never heard back. I called the Service Department on the morning of Wednesday, May 7 and asked to speak to the head of the Service Department. After being on hold for 10 minutes, I was told both people who could help me were in a meeting but would call me back that day. I am still waiting for a call back and for a part I could probably install myself if I could just get it. The complete and total lack of communication is unacceptable and will make my decision to not buy another BMW very easy. More
by juleswag
Employees Worked With
Leon
May 09, 2025
My 2020 X3 had a recall that was managed with efficiency and courteousness by Zachary Smit. This was especially important as I was waiting with my dog. and courteousness by Zachary Smit. This was especially important as I was waiting with my dog. More
by AP
Employees Worked With
Zachary Smit
May 07, 2025
Jake did a great job coordinating my visit. This was my first service since buying my vehicle a year ago and he made the whole experience easy. This was my first service since buying my vehicle a year ago and he made the whole experience easy. More
by markparkinson5
Employees Worked With
Jake
May 06, 2025
My experience was excellent. I don't respond to these surveys often, but my experience and services were both timely and enjoyable. My technition Jaun (JC) Rodrigez was very pr I don't respond to these surveys often, but my experience and services were both timely and enjoyable. My technition Jaun (JC) Rodrigez was very professional and very accomidating. Top notch FIVE star. Thank you! More
by Rbpettit
Employees Worked With
Jaun Carlos Rodriguez
April 24, 2025
Knowledgeable, honest, efficient and friendly service from Jarred, who has helped my husband and me many times at this dealership. He clearly explained what needed to be done on my 2018 X1 and arranged t from Jarred, who has helped my husband and me many times at this dealership. He clearly explained what needed to be done on my 2018 X1 and arranged transportation to and from my home while the work was underway. He kept me posted, and returned my car sparkling clean. Can’t say enough good things. More
by Kate
Employees Worked With
Jarred Brown
April 15, 2025
Great customer service, picked up and return car in time, did not ask annoying questions. Completed all of my requests and answered questions. did not ask annoying questions. Completed all of my requests and answered questions. More
by Alex
Employees Worked With
Can't remember their names from service department, financial department and used car department.
March 25, 2025
"Exceptional Service Manager at BMW of Rockville – Scott Cascone!" I cannot speak highly enough about the outstanding service I received from Scott Cascone at BMW of Rockville. From the moment I walked i Cascone!" I cannot speak highly enough about the outstanding service I received from Scott Cascone at BMW of Rockville. From the moment I walked in, Scott made the entire experience seamless, stress-free, and enjoyable. His professionalism, expertise, and genuine care for customers set him apart from any other service manager I’ve ever worked with. Scott took the time to thoroughly explain everything about my vehicle’s service, ensuring I was informed every step of the way. He went above and beyond to accommodate my schedule and address all my concerns with patience and transparency. It was evident that Scott is deeply passionate about his work and dedicated to providing top-notch customer service. Not only did my car leave the service center in impeccable condition, but I also left feeling confident and valued as a customer. Scott truly sets the standard for excellence in the automotive industry, and I wouldn’t trust my BMW with anyone else. If you’re looking for a service manager who is knowledgeable, attentive, and genuinely invested in your satisfaction, look no further than Scott Cascone at BMW of Rockville. He’s earned a customer for life, and I highly recommend him to anyone in need of exceptional care for their vehicle! More
by Maddie
Employees Worked With
Scott Cascone
