BMW of Silver Spring - Service Center

Dishonest Customer Service Had a very bad experience dealing with their service department. I was promised a warranty repair, by the advisor, foreman, and approved by the direct Had a very bad experience dealing with their service department. I was promised a warranty repair, by the advisor, foreman, and approved by the director, only to be told that the warranty date expired later so the issue is dead in the water. Once I got that cleared up by the director as it was supposed to be, now I am being told it has another problem on the car so the warranty hydraulic unit which I was told will be covered, can no longer be touched. Very frustrating. A good dealership will do what they say. More

Unparalleled Level of Service Joe Diss is the crown jewel of BMW of Silver Spring. I originally purchased my 2014 335i from another dealership, but have had most of my service perf Joe Diss is the crown jewel of BMW of Silver Spring. I originally purchased my 2014 335i from another dealership, but have had most of my service performed at BMW of Silver Spring. If I had known then, what I know now, I would have definitely purchased at BMW of Silver Spring. Joe and his team have offered amazing service to me throughout my entire ownership. Recently I had an issue where I discovered that my headlight had been broken during regular maintenance. My vehicle had only been to three different BMW dealerships for service including BMW of Silver Spring so the damage must have occurred at a BMW facility. When I spoke to the service managers at the three facilities, two of them basically told me "tough luck buddy.", but Joe Diss really went to bat for me. Joe began by reviewing my entire service history to determine if BMW of Silver Spring had done any work on the passenger side of my vehicle (where the broken headlight resided). He assured me that if it were even remotely possible that they worked on that side of my vehicle, then Joe would replace the headlight no questions asked. Unfortunately, BMW of Silver Spring had only performed regular maintenance such as oil/filter changes and could not have broken my headlight. Joe understood what a tough position I was being placed in because my vehicle had only been serviced by BMW facilities, so he went the extra mile and put in a call to BMW corporate to explain the situation. BMW corporate agreed to pay $1k for the $1500 repair, further BMW of Silver Spring covered most of the remaining cost even though they were not at fault. Joe really cared about solving this issue to my complete satisfaction and put in the extra time and work to fix this situation that was likely caused AT A DIFFERENT DEALERSHIP!!! I cannot say enough good things about Joe Diss or the amazing level of customer service he offers. BMW of Silver Spring is incredibly fortunate to have a treasure like Joe serving on their team; furthermore, BMW of North America is incredibly lucky to have folks like Joe representing the BMW brand on the front lines of vehicle ownership. I wish I had purchased this vehicle from BMW of Silver Spring, but rest assured, I will most definitely be purchasing my next BMW from BMW of Silver Spring and it's all thanks to the incredible customer service I have received from Joe Diss! More

Plan and Simple I'm going to keep this review plan and simple. BMW of Silver Spring is a GREAT Dealership and Kristina Williams is THE BEST service Adviser! Nothing m I'm going to keep this review plan and simple. BMW of Silver Spring is a GREAT Dealership and Kristina Williams is THE BEST service Adviser! Nothing more needs to be said. More

The only BMW dealership I trust with my car Love taking my car to this dealership for service or repairs. My car representative is Kristina Williams and she is by far the reason I keep coming ba Love taking my car to this dealership for service or repairs. My car representative is Kristina Williams and she is by far the reason I keep coming back. Great reliable work by the team, excellent customer service and consistency, and she always keeps me up to date with the progress while my car is in service. Prices are fair and affordable. BMW client for life! More

Service Ms. William's was wonderful and personal, she answered all of my questions and was patient with me. I will come back for service in the near future. Ms. William's was wonderful and personal, she answered all of my questions and was patient with me. I will come back for service in the near future. More

Love my bmw I had the best experience at bmw silver spring my service manager brandi Rodgers is the most friendly professional I've dealt with at a dealership i w I had the best experience at bmw silver spring my service manager brandi Rodgers is the most friendly professional I've dealt with at a dealership i will always service my vehicle there as long as she is there. They always give me a great loaner and keep me updated on my repairs thanks for the great service More

Bizarre frustrating service experience Unfortunately the seatbelt chime came on continuously (whether buckled or not) after 2 weeks of owning a NEW 2018 X1 purchased at the same dealer. The Unfortunately the seatbelt chime came on continuously (whether buckled or not) after 2 weeks of owning a NEW 2018 X1 purchased at the same dealer. There was a clear warning on the screen that the passenger restraint system was malfunctioning. But the service person told me the reason was that I probably had my cell phone on the passenger seat. What? They promised a loaner car, but there was no loaner so I was taken to the nearby Enterprise rental and informed they were out of cars. Had to wait close to an hour before one came in. Then when I came in to pick up the car, they said the problem was that the car seat was wet. And even though the warning system said restraint problem and the fasten seatbelt chime went continuously whether buckled or not, they said it was BMW's way of saying the seat was wet. What? WHAT??? And how was the seat wet? There was no sign of it being wet, nothing spilled on it for the two weeks I had it, and the seat was real leather. Fortunately for cows leather happens to be non-porous. Then they informed me the seat would probably take up to two weeks to dry out and I'd have to live with the constant chiming unless I wanted to take it somewhere to have them dry out the seat. Ummm I DID bring it someone - who was SUPPOSED to have a bumper to bumper warranty right?? I was absolutely fuming being told they fixed nothing and I'd have to live with this for two more weeks. But when i received the car, the warning message was no more and the seatbelt worked fine. I thought the service person was confusing me with another service but even the service ticket described the problem as a wet seat. Ok all's well that ends well, but did you really need to raise my blood pressure 50 points with all the bizarre nonsense? Only docking two stars for that, but I obviously have concerns about going back there for service again. More

Great Technical Assistance John Bertrand assists me with the loaner car set-up. He pairs my cell phone to the blue tooth device in the car. I don’t know what I would do withou John Bertrand assists me with the loaner car set-up. He pairs my cell phone to the blue tooth device in the car. I don’t know what I would do without him. John is great. Sincerely, Valerie Austin More

Had a horrible experience during recall service I am writing this review with the hope that future customers will approach BMW of Silver Spring’s Service Department with caution. You may not have th I am writing this review with the hope that future customers will approach BMW of Silver Spring’s Service Department with caution. You may not have the same experience, but experiences like mine are far too common to ignore. Arriving at BMW of Silver Spring on Monday, March 11, 2019, I did not expect to receive such horrible service for a simple recall notice. Upon arrival, I approach the Service Counter and wait while the gentleman at the counter appears to be in the middle of a personal telephone conversation. It goes on for quite some time with him appearing to ignore me standing in front of him. After what seemed like five minutes of standing in silence, another person notices and checks me in. This is 8:40 am for a 9:20 am appointment. I am told my Service Representative is Erik Rowland and am escorted to his cubicle. Once seated, he pretends that he knows why I am there and fails at making small talk. When I inform him, I am not here for whatever he is talking about but scheduled for two safety recalls (Blower motor wiring and PCV Valve), he seems startled. He then asks if I am sure that is why I am there. He also does not seem aware that I have an appointment. You can imagine how surprising this was for me. When I attempted to question why he was unaware of my intentions given my scheduled appointment that the Service Counter was aware of, he shrugged it off and continued with his typing. By this point I am beginning to wonder if I should have scheduled these recalls for another dealership. Erik then asks if I have driven the car today; this seemed an odd question given that I drove the car to the dealership. He then explains that in order to attempt the PCV valve recall, the car would have to sit for at least two hours before anyone can touch it. I wonder why no one mentions this to me before and realize that my morning is now shot, and I have no choice but to expect a long wait in the Customer Lounge. While waiting for my wife’s car to be looked at, I walk around the Parts Department killing time. After my fill of looking at leather bags and an oddly placed bicycle, I happen to notice a small window in the door leading to the Service Bay. As I look out the window, I am surprised to see my wife’s car being worked on in the bay next to the door. From my vantage point, I can watch the entire job being performed. It is at this point, that the experience shifts from nuisance to nightmare. I notice the Service Technician struggling to remove the PCV valve, the same one I was told I would have to wait an additional two hours for, from inside the engine. Imagine seeing a technician strike your vehicle with what is a long screwdriver and then watch as he rushes to get shop towels to clean up whatever just happened. As I reach to grab my phone and take a video of the encounter, Erik arrives and tries to explain how he pulled some strings to have the tech review my wife’s car. Confused I begin to mention what I just witnessed, and he instead ushers me into the Service Bay to have the tech raise the car off the ground. With the car in the air, they proceed to try and shock me by detailing everything they can imagine being wrong with the vehicle. I listen intently thinking that at some point the tech will explain why he struck the engine, but he makes no mention of it. The best part is when the tech mentions that I will need rear shock absorbers. This is puzzling given that I just replaced them two weeks prior to arriving at this appointment. You can still see that they are new. When I mention this, there is an awkward silence while Erik pivots back to the other things (nothing immediate enough to warrant this type of attention) he wants to address with the vehicle. At this point Erik asks me to return to the lounge. I comply but am now skeptical of anything else I might hear today. Erik returns to tell me the car is finished and hands me an overview of today’s appointment. Earlier in the day when I first sat down, he was wheeling and dealing on his calculator to try and entice me to pay for additional service items. He kept insisting that this was the best deal he could offer me today. Now, that the car is complete, there is no more talk of deals or offering service at a discount. Now, he is trying to charge me for everything he can think of. It is disgusting. Not wanting to make a scene, I simply take the paperwork and ask if I can go. While checking out, I inquire about the name of the Service Manager. I doubt my complaints will matter, but I would feel better speaking to the individual. They tell me his name is Joe Diss. I think over what I will say as I leave the dealership. I am thankful to be leaving BMW of Silver Spring but unfortunately all is not over yet. After returning the vehicle to my wife, she gets behind the wheel and immediately notices the Brake Wear Indicator Error. When I go out to inspect the vehicle, wondering why I did not notice the error earlier, I find the culprit. During the multi-point inspection at BMW of Silver Spring, the tech DISCONNECTED THE BRAKE WEAR INDICATOR SENSOR from the driver’s side front tire. The sensor is easily seen dangling from behind the wheel. Outraged, I call Joe Diss of BMW of Silver Spring to demand an explanation. As of this writing, no one has returned my call. I take the vehicle to my local Goodyear center (Wilson’s Tire in Bowie, MD) where they also inspect the car and confirm that someone has disconnected the sensor. I pay for the service and head home with the error still displayed but knowing that it will eventually reset. Beware when using BMW of Silver Spring for service. Again, I cannot know if you will have the same experience as me, but the possibility is high. The hardest part to reconcile of this entire ordeal is that as someone that owns a German luxury automobile, I am aware that the cost of service is high. I know that I am not able to take this vehicle in for a $19.99 oil change at the local gas station. That said, I am appalled by the behavior of the Service Department. My wife usually sums these matters up with one word… greed. More

Disappointing Experience I have been very disappointed by a recent experience I received at this dealership. I have been a long time customer of theirs and even bought the car I have been very disappointed by a recent experience I received at this dealership. I have been a long time customer of theirs and even bought the car I own currently from them. I have been maintaining the car with them for long time as well. In my recent experience, they had done a diagnosis on a check engine light and had quoted me 1908 to fix what they believed to be an issue related to eccentric shaft sensor. Nevermind, the exorbitant price they are trying to charge me as it seems that that is the going rate at bmw dealership. What has me ticked is the fact that they are trying to sell me the part for 611 when other bmw dealership locations are trying to charge 550 for it. The least they can do is match the price, which I went and politely asked for. I tried to build my case by saying that I am not somebody who just walked in. Rather, I bought the car at this location and have been maintaining it there as well. So, when I ask for price matching, I felt that I should have been accommodated as the true cost of the material is not really established. Despite my polite plea, my request fell on deaf ears and very arrogant dismissal by the agent. As such, I have done my last service with them. More