BMW of Rockville - Service Center

Consistent 5-star Service 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 servic 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. More

Indifferent to customer problems, even when created by them 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 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. More

BMW Rockville 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 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. More

Please avoid this place 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 n 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. More

Horrible customer service. 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 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. More

"Execptional Service" I always have superb service whether it's scheduled or not. Joy will always accommodate me on a short notice, provide me with a complimentary loaner, I always have superb service whether it's scheduled or not. Joy will always accommodate me on a short notice, provide me with a complimentary loaner, and (most importantly) keep me in the loop with their communication. My service advisor, Joy Chilcoat, is the best advisor! More

Unprofessional and unethical If you're reading this and considering taking your car to BMW Rockville Service Center, please don't do it. Consider another location, even if it is f If you're reading this and considering taking your car to BMW Rockville Service Center, please don't do it. Consider another location, even if it is further away from you. This is an unethical and unprofessional service center. Scott Cascone said that BMW service surveys are not sent to customers who might provide low ratings. Scott Cascone also said that the cars are not fully and appropriately serviced in cases where they believe the customer might provide low ratings. Yes, you read correctly. I asked to tell me this in writing and he refused for obvious reasons (it's unethical). More

FREE LOANER PROMISED BUT DENIED When I asked yesterday for the ‘”courtesy loaner” at BMW of Rockville MD the service advisor said that I did not qualify for one because I lacked co When I asked yesterday for the ‘”courtesy loaner” at BMW of Rockville MD the service advisor said that I did not qualify for one because I lacked collision insurance. I showed him my current State Farm insurance card for my BMW. I explained that any collision damage to their loaner would be covered by that company if caused by others or by VISA if caused by me. However the manager confirmed this was “company policy” even if customers had not been notified of it in advance. Therefore I had to pay Enterprise, which had no problem with my insurance coverage, for a car rental. To add insult to injury, my final bill stated that I had received a “Courtesy BMW loaner car provided by BMW of Rockville (valued at $99.95 per day.)” Really? More

Worst experience at a service center - EVER Have had 5 tires put on car in 25K miles. Each time they blame it on the road. Unable to fix other problems after 10 times for same issues. Service Have had 5 tires put on car in 25K miles. Each time they blame it on the road. Unable to fix other problems after 10 times for same issues. Service person took my car home without my consent for weekend "test drive" put 180 miles on it and charged me to put gas into the car. Would not admit any wrong-doing but said that I would get car detailed and full tank of gas. I got the detail but they never made good on the gas. The service people are very rude and basically laugh at you when you become upset with their inferior service and practices. No sense in reporting to BMW North America - they just send your letter back to the dealer. Also, once you fill out your survey in a negative manner, they will not send you another survey. Find ANY other BMW dealer in the area before trying BMW of Rockville. More

Impressive customer service I was rather disappointed to learn about the clutch in need of replacement on my three and a half year old 328i knowing that my previous 325i had no c I was rather disappointed to learn about the clutch in need of replacement on my three and a half year old 328i knowing that my previous 325i had no clutch issues during the 8 year tenure. I shared my concern with Scott Cascone, the service manager, who readily agreed to make inquiries with BMW directly. Scott notified me within the next 48 hours, as promised, about the BMW decision to cover 60% of the repair cost. The attention and courtesy of the stuff during the next step of bringing the car for the repair and arrangement of a loaner vehicle was invaluable. Scott personally oversaw the entire process and kept me informed via phone calls and e-mail to the very point when my car with a newly installed clutch was ready for the pick up. I am very impressed with his professionalism and personable approach and wish him best in his future endeavors. Thank you, AT More