BMW of Tucson - Service Center

Things are getting much better. I have been a customer of Tucson BMW since 2000, both service and purchase/lease. At first, everything went smoothly, However, it seems that service d I have been a customer of Tucson BMW since 2000, both service and purchase/lease. At first, everything went smoothly, However, it seems that service deteriorated with the takeover by AutoNation, Rarely did we see the same service advisor. Many were from Honda and I want someone familiar with BMW. We had a recent issue with a key and were told to make an appointment when it was not necessary. Early morning arrival, 40 mi round trip. Needless to say we were annoyed, However, we saw a large sign from the new manager, Tracy Moorman, saying he was ready to assist. We called, explained our problems and he said they would be addressed. More recently, we needed our normal service, We did get to speak to Tracy and left feeling that the dealership now had the leadership it needed, (The previous manager was from California and it seemed he felt he was demoted to Tucson, and upset to be located here.) We did get our regular service advisor, Steven Joseph. We asked about new tires, and were given not only a reasonable price, but also a discount on the alignment, He also recommended coming in before our service warrantee ran out. In all, someone who cared and a different, much better experience than before. More

A bad joke of a business They are slow, rude, lie, and care less about the customer and the safety of the vehicle. Turning my experience over to law firm. I’ve never experienc They are slow, rude, lie, and care less about the customer and the safety of the vehicle. Turning my experience over to law firm. I’ve never experienced such disregard for safety. The service manager needs retrained, that’s if he ever was to begin with. Huge turnover there so you never get the same person. They even told me one of the past tech I worked with was “shady”.... their own words.... More

You could get your car back not completly assembled. Brought X5 in for a diagnostic and a airbag recall. BTW the Service Advisor was very professional and helpful. On the other hand the service manager Brought X5 in for a diagnostic and a airbag recall. BTW the Service Advisor was very professional and helpful. On the other hand the service manager feels that they do not need to call you back. We had picked up the vehicle and discovered that the hardware was missing and the battery cover was not installed and sitting in the rear luggage compartment. Not a big deal, though it is not acceptable to pick up a vehicle after service and it is not completely reassembled. As well as the hardware is either sitting on the technicians tool box or elsewhere. My real complaint is that I now have to spend my time and resources to bring the vehicle back to the service department, even though its just a few dollars, I am still in the loss. More

Customer Service takes a back seat Recently visited the service department for a scheduled appointment with Ryan to have a recall issue addressed (new brake booster and master cylinder) Recently visited the service department for a scheduled appointment with Ryan to have a recall issue addressed (new brake booster and master cylinder). I pulled into the service bay and parked just outside one of the offices which was occupied. I sat in my car for a few minutes, expecting someone to greet me. That never happened. I went inside to see the receptionist and asked for Ryan. Ryan came out of his office to greet me. Turns out his was the office I pulled in front of and we ended up going right back there. (could have saved me a trip) Ryan set me up in a loaner car and quickly explained the operation. Before I left I was told my car would be done the following morning. Two and a half days later I got a call that my car was ready. No big deal since I had the loaner but there was no effort made in providing a status update. While driving out of the parking lot in my newly repaired car, the brake pedal immediately went to the floor as I nearly coasted out onto the road. I returned to the service department and was greeted by one of the valets who was kind enough to page Ryan. I explained the issue to Ryan and he got a technician to look at my car. They both agreed there was air in the brake lines and they would have to be bled again. When I asked how much more time they needed, I was told not more than 15 minutes. For the next hour I sat in the waiting area, which is more like a gift shop. Not once was I given an update even though the 15 minutes was long gone. When my car was finally ready Ryan gave me the keys and said, "Visually, your car's all ready to go. You've taken good care of it." I responded sarcastically by saying, "Great, I'm glad it's visually ready, nevermind the mechanics or safety of it." I thanked Ryan and left. As I drove back to work I reflected on my experience and realized that I had offered many words of thanks but not once was a thank you given to me. I had a far different experience when I initially went to Blue + White BMW, an independent mechanic. I received a personalized note from the owner thanking me for trusting them with my car and welcoming me to their family. I guess a lot can be learned from the 'little guys'. More

I felt cheated I'm not one to give people bad reviews, usually just keeping quiet, but this dealership seems to have a culture of "sales" being more important than t I'm not one to give people bad reviews, usually just keeping quiet, but this dealership seems to have a culture of "sales" being more important than the truth in their service department. I took my car in for service and was told I needed a new part which cost over $800 only to find out later that the part had been recalled and would be replaced for free. When I called to speak with Jade she wasn't there but the receptionist answering the phone looked me up and saw that it was indeed a recalled part for my car. When I spoke with Jade later her response was, "Well, you would have gotten a refund." That is not how I want to be treated by anyone ever. My husband had a similar experience with this service department and tires for his car. I chose to replace my BMW with a Range Rover from Royal in Tucson and I'm very glad that I did. More

Went to dealership as they had a product i was looking for (wheel wax). pulled up in my z3 coupe, no one greeted me. (lot was empty). walked in and was asked "can i help you?" asked where service was and for (wheel wax). pulled up in my z3 coupe, no one greeted me. (lot was empty). walked in and was asked "can i help you?" asked where service was and he said "in the back" . wth, could have at least showed me with an empty show room also. went to the parts counter, patiently waited. was told "someone is ahead of you". when my turn came i was asked "what do you want?" at this point i am getting livid. even checking out was different. they acted as if no one ever paid cash before. With a high end dealership, they should have greeted me differently. granted i had on jeans and a sweat shirt. and yes i did have enough mponey to pay cash for the red z4 on the lot. More

Took the car in for 3 minor issues. None were resolved. First I was neglected then treated rudely. Can only hope next time is better. The new service manager did finally intervene, and did prove to be he First I was neglected then treated rudely. Can only hope next time is better. The new service manager did finally intervene, and did prove to be helpful - but that was more than 4 hours after I had arrived. Should have taken no more than an hour at most. Close to the worst service department visit I have had anywhere, anytime. More

I moved to Tucson a few years ago and initially made the commute to Phoenix to get my car serviced due. Over the past two years I started taking my car to BMW Tucson and could not be anything but pleased. commute to Phoenix to get my car serviced due. Over the past two years I started taking my car to BMW Tucson and could not be anything but pleased. I have worked with Ernie Buck, one of the sales managers, and Jade Hilliard, a service adviser. From the steps of service of when I pull up to drop my car off, to making sure I am happy with the products and services they offer, they really do care about their products and their customers. In my recent trip, there was a problem with my car that had to be taken car of out of warranty and could have been expensive. Upon speaking with both Ernie and Jade we came up with a solution. They went out of their way and their busy schedule to address the situation and the potential safety hazards that could have arisen if this problem did not get fixed. I have never dealt with such an amazing customer service experience and team. If your a BMW owner or are looking to purchase a new/used BMW, Tucson BMW is a really phenomenal car dealership. Do not waste your time going to Pheonix when you can get better customer service and a better overall experience down in Tucson. More