About Us
Copyright 2018 DR Media Holdings, LLC
Search
Back

BMW of Rockville - Service Center

2.3

50 Lifetime Service Reviews

1300 Rockville Pike , Rockville, Maryland 20852

50 Reviews of BMW of Rockville - Service Center

Sort by Write a review
October 19, 2018

"BMW genius taught everything I needed to know about my C5"

- Tab Soda Gal

Met with Emmett to better understand all the state of the art features of my new x5. Definitely worth the time as there were many features I was unaware of. Emmett was very accommodating of my time and patient with me. Now that I know how everything works, I will be able to rake full advantage of the BMW DRIVING EXPERIENCE! Thank you!

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Emmitt Green
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
October 07, 2018

"Lifetime service from sales rep"

- Lisa V

Two years later and my sales rep Suvin still makes sure I get top-notch service! He goes the extra mile and answers any questions I have via text or phone. I took my car in for service and detailing and he took time to keep me in the loop about when it would be done even when he knew the service team would alert me. So lucky to have him sell me my car!

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Suvin Viswanathan
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
D'Angelo Cates
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
August 08, 2018

"Terrible service experience"

- eabello

Had an awful, AWFUL experience here today. Arrived at the appointment time, waited 30 minutes to be checked in and then couldn't get a loaner. And I wasn't the only one kept waiting -- several other customers had appointments an hour before but their cars were still in the porter's area. Finally gave up, asked for my car back and left. Definitely not the experience you might expect at a "premium" auto dealer. I'll have my car serviced by a dealership that respects its clients' time, and I certainly won't be returning to BMW of Rockville for my next car purchase.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
May 15, 2018

"Scott Cascone showed indifference to my complaint"

- JLombardi

I purchased a BMW Maintenance Program Upgrade Agreement in 2016, during the first week of May 2018, I started experiencing the steering wheel vibrate when I applied my brakes. I took my car to BMW of Rockville service department and they verified that the vibration was caused by my front brakes, I was told by Ali Souley (service advisor) that my brakes would require “Recommend to cut front brake disc and replace front brake pad”, but that this was not covered under the BMW Maintenance Program Upgrade Agreement. I inquired as to why my brakes were not covered and was told that the pad was 3.6mm and that BMW of Rockville could not fix the issue under my warranty. I expressed my frustration to the service advisor of spending a large amount of money on a Maintenance Agreement just to be told that my brakes would not be covered under my warranty. At that point the service manager Scott Cascone stopped in to explain to me that he could not perform the work under my warranty. I conveyed to him my displeasure of having an issue with my brakes, yet BMW of Rockville refusing to honor my maintenance agreement. Scott Cascone showed indifference to my complaint and I felt mocked when he questioned whether I was going to use social media to communicate my displeasure. I am a first time BMW car owner and am very happy with the car, but unfortunately, the BMW Maintenance Upgrade Agreement makes me feel like I have been duped because everyone agreed that my brakes required work and the warranty agreement states “…Coverage under Program includes: … (b) replacement of the following items due to normal wear and tear beyond the limits listed in the BMW Technical Data Information: brake linings (pads) and rotors, external drive belts,….” but BMW of Rockville refused to honor my maintenance upgrade. I am very dissatisfied with the support provided by BMW of Rockville, the empathy of service manager Scott Cascone, and the inability of BMW to honor the Maintenance Agreement.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Scott Cascone
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 16, 2018 -

BMW of Rockville responded

Hello Mr. Lombardi, It was a pleasure speaking with you yesterday. As we had discussed in your service advisors office, your front brake pads and rotors are currently measuring above spec. and are not in need of replacement at this time. I also informed you that the front brake pads are measuring above 4.5mm (not the 3.6mm you stated in your review). You were writing all of this down and taking notes on the measurements while we were speaking so I'm not sure why 3.6mm was mentioned in the review. However, I understand your vehicle has 99,900+ miles on it and your maintenance warranty expires at 100,000 miles but I'm unfortunately unable to claim the brakes under the maintenance warranty until they're due/worn out (measuring below BMW's spec. of 3mm). The vibration you're experiencing when braking can be contributed to rusted, pitted, and/or warped rotor surfaces (also discussed with you yesterday). The vibration can be eliminated by resurfacing the rotors. Your service advisor provided you with an estimate to have this procedure performed. If you change your mind and decide to move forward with the resurfacing, we'd be more than happy to have one of our BMW Certified Technicians perform the repair for you. At no point were we (BMW of Rockville) refusing to honor your maintenance warranty. In fact, we replaced your wiper blades under you maintenance warranty yesterday and in February we performed an oil change, performed a brake fluid flush, replaced the cabin filters in your vehicle, and replaced the rear brake pads under your extended maintenance warranty with BMW. I'd be more than happy to discuss/review this with you again if you have any misunderstanding of our conversation and/or BMW's warranty guidelines as we discussed yesterday. Please feel free to contact me anytime at your convenience at 240-283-8850. Thank you, Scott Cascone Service Manager

March 06, 2018

"A disgrace to the BMW brand"

- JeffH

I am extremely dissatisfied (bordering on outrage) at the smugness, lack of compassion, lack of customer appreciation, and extremely poor customer service that I have received at BMW of Rockville. I have been a BMW customer since 2008; I am now in my third consecutive 3-series sedan. I leased my current vehicle from BMW of Rockville in January 2017. The sales/leasing experience was unremarkable; I have no real complaints regarding the selection, the deal I ultimately received, or the way I was treated by the salespeople (including sales managers). However, the BMW of Rockville Service Center is terrible. Aaron Zimmerman took over as Service Manager almost a year ago, and the department has gone severely downhill. For a brand that purports to pride itself on its reputation for providing a luxury experience, BMW of Rockville treats even long-time customers as expendable, fungible commodities. They are appallingly greedy and cheap; they charge for everything, they refuse to offer any free "extras" or make any concessions, even during protracted and expensive service situations. They have strict, draconian policies (e.g., loaner vehicle check-out periods) that Aaron Zimmerman and his flunkies refuse to relax under any circumstances. They don't offer courtesy washes, and won't detail your vehicle even after taking more than a week to perform thousands of dollars' worth of repairs on it. In November 2016, I brought my car in for service at BMW of Rockville, was told that the work had been completed and checked, and was (of course) charged full price for said work...only to have a cavalcade of warning lights bombard me less than a half mile down the road (because the work actually hadn't been finished, much less double-checked/certified). In February 2018, I brought my next car in for necessary repairs, and experienced myriad problems, many of which seemed to stem from Aaron Zimmerman's terrible attitude and disregard for customers like me. One particularly obnoxious example of BMW of Rockville's unreliable and disingenuous practices was the fact that my blue invoice/service record indicated that my car had been washed; I recorded a video right there in the parking lot showing that the car hadn't been washed AT ALL. When I showed the video to my feckless service advisor, he bumbled through some explanation about how they had intended to wash it, but the automated wash was closed due to the weather/temperature. (Which is fine, in principle...but why lie on the invoice to say that it had been done??) I have many more examples of BMW of Rockville Service Center's ineptitude (if not outright incompetence) and of their manager's smug, disrespectful treatment of loyal BMW customers. Suffice it to say that I will endeavor to avoid working with BMW of Rockville for the remainder of my lease, and I intend to never again lease or purchase a BMW due to my recent experience(s) with Aaron Zimmerman. I hope to be able to persuade my friends, colleagues, and professional contacts to boycott BMW of Rockville as well.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Aaron Zimmerman
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Aaron Zimmerman
Apr 13, 2018 -

BMW of Rockville responded

Jeffrey, You came in here after running over a pothole and damaging your vehicle. You were greeted very politely and were given a free loaner immediately. We provided you with that free loaner for 5 days while we evaluated your car after the accident and worked with your insurance company (the inspection was done on day 1). It wasn't until your insurance company stated that they were going to take another 5 business days to make a decision when I advised that the loaner would need to be returned. Apparently, the insurance policy you have won't cover alternative transportation during a situation like this. That was a decision between you and your insurance company, not BMW Rockville. To be clear, we do offer courtesy car washes as long as it is over 40 degrees. This includes a full hand wash/dry and vacuum. Whenever it is below that or it is down for some reason we offer "rain check" receipts that you can redeem at a later date. I don't know any dealership or repair business that has a practice of detailing every car that comes in for service. We've never advertised that so I'm quite confused why you assumed we were going to be doing that at no cost and then hung up on me when I told you we weren't. As far as price goes, we are very competitive with other area BMW dealerships. In fact, we worked with your insurance company and reduced some of our pricing so you wouldn't have to pay out of pocket. As far as FREE EXTRAS from BMW Rockville; we have car washes, tire pressure adjustments, and all fluid top offs that are offered at no charge. We have free loaners while in for service and/or free shuttle rides. We have free bagels and coffee/tea as well as many other snacks. Detailing services that retail for $250+ we don't offer for free. Keeping a BMW Loaner for 10 days while your insurance company decides coverage of something because of the policy you have, we don't offer for free. Best, Tim Kraemer BMW of Rockville tkraemer@bmwrockville.com

November 06, 2017

"Consistent 5-star Service"

- Lissa Cunningham

I have been a long-time customer (5 vehicles so far) and I am always happy with my experience. Quick check-in, knowledgeable and accommodating service staff, fast and easy access to a loaner car, and timely turnaround on my service. When customer service is this exceptional, it should be shared with others. Thank you BMW of Rockville for making car buying and service a pleasurable experience for the past 17 years. I wouldn't go anywhere else.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Scott Cascone
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Essex
October 19, 2017

"Indifferent to customer problems, even when created by them"

- DontUseBMW-Rockville

During service of my lease vehicle, they put an incorrect mileage for my vehicle which corrupted the vehicle history report and flagged the car as out-of-warranty despite having many miles and years remaining. The result was that I was unable to trade in the car on purchase of a new vehicle at another dealership. When I tried to get them to help, even to pay the lost lease disposition fee, they brushed me off and literally say "that won't happen" in a terse e-mail. They simply don't care about their customers, unless they can squeeze out another sale. They tried to strong arm me into buying another vehicle from them. I will never use this dealership again and will campaign my friend, colleagues and anyone else to avoid this dealer for sales or service.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Scott Cascone
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Dave Jefferson
August 14, 2017

"BMW Rockville"

- JJeffress

Jack was terrible. Each person I spoke with referred me to Jack as the Director of Service. Jack was hostile and rude. He did not provide any type of service for his failing service department. It took many hours and tons of calls to finally get a hold of management and of course Jack was not "in his office". They try to charge thousands for "diagnostics". BMW of Rockville is TERRIBLE. Save your time and go somewhere else.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Jack Saneman
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
August 08, 2017

"Please avoid this place "

- Tesfayye Gari

I stopped by for my BMW accident collision service and they kept my car for three month. They told me to give it to me in three weeks first and then nothing was done. I couldnt take to a different place because they disassemble my car. I had to pay all the rentals for three month calling twice or three times a day to check the status. Sometimes the person who answer the calls are rude. Overall please dont go here.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Jack Saneman
4.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 04, 2017

"Horrible customer service. "

- sergei

Horrible experience. Make sure not to use D'Angelo Cates as a service adviser. Lack of customer service and hostile attitude towards customers is very prominent. Spoke with the Service Director (Jack), he could care less about the issues and would not make any effort to remedy the situation of the nasty attitude from the service adviser. I will not take my car to this dealer service again. I hope BMW corporation learns to take better care of their customers.

Read More
Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Jack Saneman
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : D'Angelo Cates
1
...
1 - 10 of 50 results