BMW of Towson - Service Center

I received the most appalling service from BMW of Towson. After arriving at 8AM on Saturday morning to have my car diagnosed as to why the service engine light was on I stood waiting in the service lane for After arriving at 8AM on Saturday morning to have my car diagnosed as to why the service engine light was on I stood waiting in the service lane for 30 minutes before anyone came over to greet me or to tell me they were busy and it would be a few minutes. Finally, 45 minutes later, I received help from a service manager who took me over to the waiting area so my car could be looked at. Over two hours later a diagnosis was made and I agreed to have it fixed. I was told it would only take an hour. However, 30 minutes later the service manager came back over and told me they did not have the part I needed in stock and they would have to order it. I would have to bring my car back on Tuesday morning and leave it to be fixed which I agreed to do after I was assured they would have a loaner for me and I could quickly drop my car for service and take the loaner. Tuesday morning I arrived to drop my car off for service only to be told I would have to wait in line to fill out paperwork for the loaner vehicle even though my service ticket was already written up. After waiting 15 minutes and making it clear I had to head to a meeting and could no longer wait, a nice woman in front of me offered to let me have her place since I was in a rush only to have the gentleman behind the loaner counter tell her I would have to wait because there were several other people still in front of me. (And then he laughed.) At this point I walked back over to the service manger, Derrick, that helped me in the first place and told him I would be leaving and not getting service at this dealership due to the deplorable customer service I had received and despite trying to spend $900 to repair my car at that location they did not seemed pressed for my business. As a BMW owner that has actually never stepped onto a BMW lot before this experience (purchased my car at another dealership,) I am appalled that they would treat a possible future customer (or any customer) in such a terrible manner. The service was so bad I am contemplating never buying a BMW again which is a same because I planned on leasing a new one within the next year. More

I purchased a 2011 used BMW car from this dealer thinking that the dealer has checked out the vehicle and repaired any issues that needed to be resolved. After 3 months, I needed to take it in for an electr that the dealer has checked out the vehicle and repaired any issues that needed to be resolved. After 3 months, I needed to take it in for an electrical issue (first time) with the battery not charging. They seemed to fix the battery issue for the short-term, but notified me about 2 rims being bent. After further inquiry, I learned that the rims were bent prior to my purchase also, and were "fixed" prior to the sale. At the time, I drove the car 1 mile to/from work, and had put just under 300 miles on the car. The service team advised me that the tires are also bald and they'll need to be replaced, along with an alignment. After being outraged, I called BMW Customer Care, who were not willing to do anything. I went out of pocket $1200 to fix the issues and have new tires put on the car. The electrical issue came up again (second time) about 2 months ago, and was told that there's nothing wrong, but the battery needed to be charged. So they put it on the charger over the weekend and it was "Fixed". The issue was barely resolved, as the welcome lights did not work and the battery discharge warning was back on the iDrive system the next day. I took the car back for the third time for the same electrical issue, and asked them to look at a slow leak from a rear tire. The battery issue was fixed from an upgrade to the SW, supposedly. Regarding the tire, I was told that the same rim that has been fixed 2x now has a crack and needs to be replaced. Outraged again, I called BMW CC and they were again no help. The rims in question are the BMW 225M rims with run-flat tires. These very rims have the source of multiple law suits in the UK and BMW has acknowledged the defect in the UK, but continue to ignore their customers in the US. A quick google search will show you multiple issues with these rims, yet BMW NA says "those are UK issues, we are in North America, so that doesn't apply to us". Given that your typical customers spend $40-$60k per car, I would expect BMW to stand behind their product and take care of issues that can be proven as defective OEM equipment. So to summarize, the car was back at the dealership in the last 12 months 3-4 times for the same electrical issue, and 2 times for rim issues. Lastly, I am also using the Progressive SnapShot policy mechanism which tracks how your car is being driven. The last 3 days the dealer had my car, the Progressive GPS tracker showed rapid excessive acceleration and repeated hard stops. I emailed my service advisor and asked him if there's something wrong with the brakes... his response was less than comforting and basically said it's due to the traffic in the area. I lived in Towson for a year and avoided 7 hard brakes in a 20 minute drive... I'm no expert, but I think you can safely avoid this. The techs need to also learn to treat the customer cars with care. Just because you can, doesn't mean you should treat customer cars badly... It's no wonder BMW is losing market share to competitors. Your product has continued to decline if reliability and workmanship since my first BMW in 2001... If you can't stand behind your product, don't expect any of your customers to. More

Kris is the best! BMW Towson has always been prompt, kind, and convenient. They provide great loaner cars and have even picked me up when it was inconvenient for me to get to the dealership kind, and convenient. They provide great loaner cars and have even picked me up when it was inconvenient for me to get to the dealership More

This service department in this dealership has the absolute worst customer service. We never received a courtesy call two days after dropping the car off for repairs. After making several calls to th absolute worst customer service. We never received a courtesy call two days after dropping the car off for repairs. After making several calls to the person assigned to our vehicle, he later called only to let us know that they have been way too busy with other vehicles to even diagnose the problem with our vehicle - two days later!!!!! More

Towson BMW made repairs to car I bought ther one year ago at no cost to me. Service and Sales are excellent. In this day and age it is good to get such good service. Thank you very much. at no cost to me. Service and Sales are excellent. In this day and age it is good to get such good service. Thank you very much. More

I went in because the sunroof on my 04 X5 stuck open on the back pane. Jason called me a few hours after dropping it off to tell me it need the cassette replaced. The right track was broken in 2 places. He the back pane. Jason called me a few hours after dropping it off to tell me it need the cassette replaced. The right track was broken in 2 places. He told me they could disable the roof and lock it down. I asked several times if it would be locked down. After getting my X5 back the two panes that make up the sunroof were not locked down but were just laying down and popped up every time I closed the door. When he was confronted with this he began a he said I said argument and there was no solving the issue. Dealership before the customer attitude. I highly recommend Autobahn of Towson over this dealer if you need out of warranty work. More

I have a 1 1/2 year old 328i hard top convertible that was experiencing interior noise when the top was up. A BMW dealership in York, PA told me that the noise was normal for a convertible. I took the v was experiencing interior noise when the top was up. A BMW dealership in York, PA told me that the noise was normal for a convertible. I took the vehicle to Towson BMW and then located the problem and fixed it when promised. I had additional repairs made, I hit a raised man hole cover, and my service advisor called me everyday at 4 pm as promised. I had to take my vehicle in for an oil change today, dealt with a different service advisor, but was equally satisfied. The customer service is outstanding. I don't use the term "outstanding" lightly, as I am in the customer service business and I know that "outstanding" service is rare. From my 2 visits, thus far, I would recommend Towson BMW to any BMW owner for their scheduled maintenance or unexpected repairs. More

Incredible Service Department Jeremy Wojcik - A+ My Incredible Service Department Jeremy Wojcik - A+ My brother in-law purchased a $50k M3 Convertible after my service recommendation to him. Th Incredible Service Department Jeremy Wojcik - A+ My brother in-law purchased a $50k M3 Convertible after my service recommendation to him. The entire service team and management and shop and formen are the best! I drive 35 minutes to go there and love it. Regards, Loay Oweis More

I arrived at the service department on Monday at 7:15 AM and they opened promptly at 7:30 AM. I was helped by my Service Advisor Jim Gugliette immediately. Jim helped check my car and get me in a loaner a and they opened promptly at 7:30 AM. I was helped by my Service Advisor Jim Gugliette immediately. Jim helped check my car and get me in a loaner all before 7:40 AM. I was out the door with a loaner by 7:50 AM. That Monday I was held up in meetings all day and was unable to take the call from my SA Jim. However, he left a detailed message on the issues and the ETA when the work was complete. He told me to expect the work to be completed by Tuesday afternoon and he would follow up and confirm on Tuesday. Tuesday came, and again, I was tied up in meetings throughout the day and could not take his call. Jim again let me a detailed voicemail informing me that the work was done with my car and it could be picked up anytime until 7:00 PM. Picking up was a breeze and took no more than 20 minutes. Overall Jim Gugliette did a great job keeping me informed and being very customer friendly. I will definately use BMW of Towson for Service again. More

I've been a BMW of Towson/Bel Air customer for 14 years. It has been a pleasure driving a BMW, especially our 6 series. The service I’ve received at both locations has been outstanding. I am on a first name It has been a pleasure driving a BMW, especially our 6 series. The service I’ve received at both locations has been outstanding. I am on a first name basis with my service reps in both locations. I always receive a friendly greating on arrival and prompt attention to any issues. The most important part of owning any vehicle, the service! More