BMW of Rockville - Service Center

Service Tire rotation instructions were left and wasn’t done. Front door windows were fix but somehow the reprogramming did affect the Bluetooth sync. Other t Tire rotation instructions were left and wasn’t done. Front door windows were fix but somehow the reprogramming did affect the Bluetooth sync. Other than that no problems. More

Customer Service at its Finest I had a technical issue with my BMW 2017 440i and there was no Genius at the location to help me. However, Emmitt Green who is in Sales came out to a I had a technical issue with my BMW 2017 440i and there was no Genius at the location to help me. However, Emmitt Green who is in Sales came out to assist me, took the time to fix the issue and provided professional and excellent customer care. He is an asset to BMW Rockville. I give him "10's" accross the board and recommend him to everyone. You rarely find a person that provides this level of customer service anymore. Congratulations to Emmitt Green. More

BMW Rockville My service and repair experiences at BMW of Rockville have always been great. My service advisor, Jill Chilcoat is.both very knowledgeable and very My service and repair experiences at BMW of Rockville have always been great. My service advisor, Jill Chilcoat is.both very knowledgeable and very attentive. More

Terrible service If you are willing to wait for extremely long diagnosis and repair time this place is for you. They mislead customers on timeframes for repairs and o If you are willing to wait for extremely long diagnosis and repair time this place is for you. They mislead customers on timeframes for repairs and on their diagnosis fees. I had to call them to get an update on my car a day and a half later because I never got call from them giving me status of my vehicle, even though I was told the car would be done no later than 2 days, now it is going to be 5 days. They do not value customer satisfaction/opinions. Went in and told them the front dash speaker needed to be replaced because it was blown and they snuck in on the paper work a $150 diagnosis fee just to repeat back to me what I said. Even after all the complaints to the service manager they still are unwilling to drop the diagnosis fee, I still don't have my car or know when it will be done, and I don't have the repair cost yet after 2 days. This place is terrible and I will not be bringing my car back again. Although, I am sure they do not care anyways because customer satisfaction is not their priority. More

Couldn't have asked for a better service Mary Duncan was extremely helpful and professional. She helped me understand the features of my new car efficiently and with great patience. I was mor Mary Duncan was extremely helpful and professional. She helped me understand the features of my new car efficiently and with great patience. I was more than glad to leave a positive review of her performance. More

BMW genius taught everything I needed to know about my C5 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 unaw 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! More

Lifetime service from sales rep 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 p 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! More

Scott Cascone showed indifference to my complaint I purchased a BMW Maintenance Program Upgrade Agreement in 2016, during the first week of May 2018, I started experiencing the steering wheel vibrate 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. More

A disgrace to the BMW brand I am extremely dissatisfied (bordering on outrage) at the smugness, lack of compassion, lack of customer appreciation, and extremely poor customer ser 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. More