Bill Jacobs BMW - Service Center

First off, if you're dumb enough to actually buy a BMW (like I was) then you should be warned that you'll be spending a whole lot of time in the dealership for service. I have a friend in Germany who BMW (like I was) then you should be warned that you'll be spending a whole lot of time in the dealership for service. I have a friend in Germany who's had the same experiences over many years - it's a German thing I guess. Jacobs sold me a supposed top of the line 7 Series for more money than any car should cost. The sales experience was okay, but nothing special. The normal games were played, etc. The car drove great when it wasn't in the shop. Jacobs did little to keep it out of the shop and that's where the rubber hits the road. Jacobs customer service after the sale is HORRENDOUS! This is by far the worst dealership I have ever encountered over 35 years of buying cars. Their service advisers are completely incompetent and know little about cars - any cars. They are rude, unresponsive, and have no followup skills whatsoever. Both general management, service management, and even Jacobs Auto Group management are a bunch of self-serving thieves. The mechanics are no better. If your problem doesn't throw a code they can see on the diagnostic system so they can replace some $1000 part, then they can't help you. While under warranty, my Big-Money-Waster spent more than 6 weeks in the shop over numerous visits. That's right, 6 weeks. Jacobs spent way too much time troubleshooting issues I could see clearly defined on the web forums (showed them some posts to move things along), and then botched repairs on more than one occasion. After I'd had enough, I met with the "troubleshooter" from Jacobs Auto Group who actually told me to sell the car. I did. Avoid this place (and any other Jacobs dealership) like the plague. More

I had a rough idle on my 2011 BMW 335 that was not fixed in three service visits. Apparently it was on of those difficult to replicate in the dealer. I had taken video clips of the issue but no one had foun in three service visits. Apparently it was on of those difficult to replicate in the dealer. I had taken video clips of the issue but no one had found the problem. When I talked to Bill Earnest, the sales rep that I sold me the car, he strongly suggested me to see Timo, a new service specialist that joined Bill Jacobs recently. I spoke to Timo and he told me he had heard about this issue before and he was going to fix it. I schedule a convenient day and time to get the service performed. When I arrived, Timo was very cordial and he introduced me to Joe, the shop foreman. I left on a BMW loaner and waited for Timo to call me back. A couple of days later, Timo called me and said the car was ready for pick-up. When I tested the car in a particular situation I knew the problem was always present, I was very glad to find that it was gone and had not happened since. Timo honored his word that he was going to fix the rough idle issue. Timo was indeed a good addition to Bill Jacobs service department. More

*** EXCELLENT CUSTOMER CARE AND SERVICE *** First Class Service Team I have been to Bill Jacobs a number of times for a variety of reasons (used car checkouts before purchasing vehicles, maintenance que Service Team I have been to Bill Jacobs a number of times for a variety of reasons (used car checkouts before purchasing vehicles, maintenance questions, tire questions, oil changes, routine maintenance, iPad/iPhone integration into iDrive questions, warranty work, etc). Each and every time my service advisor, RYAN BURTON has been affable, professional, transparent/open and knowledgeable regarding my car's service needs. Whenever any work is being done on my car, he keeps me updated regarding status and cost so that I fully understand not only the billing but the work being done as well. Ryan always ensures that I have a loaner when i need it; this dealership is first class in that regard being that they only use current model BMWs as loaners. Plus, when my car is ready, it's always returned to me clean inside and out. In short, Ryan and his colleagues, without exception have taken exceptional care of me and my car and I could not be happier with them. More

After buying a BMW I was getting some indications that some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warra some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warranty as well as additional items that they told me that needed to be fixed. Some of the items like breaks were also fixed and I was told that they were covered with the maintenance agreement that came with the car. I was surprised to learn that breaks were covered because they are not normally covered. I remember being told by the staff at BIll Jacobs BMW that BMW maintenance agreement is real good and covers a lot of stuff not typically covered. A month or so later I was getting calls from Bill Jacobs BMW letting me know there they had additional service recommendations. I did not ask for their recommendations. I did not initially come in due to other commitments. After their persistence in calling me (they called at least 3 times) I agreed to bring the car in for the work. At that time my battery was going defective and I asked them to look at that as well and i was told it needed to be replaced. I was asked to sign an agreement authorizing them to work on my car. Those were the exact words used by the service advisor. I signed the agreement. Never one time did he say these are the services we will perform in your car and this is the cost for the service for each issue. It was simply sign the agreement to authorize the work. When I went to pick up the car after the work was completed I was astonished when I was handed a bill for almost 1360.00. I refused to pay the bill as the dealer never told me this service was something that was to be paid for. The service advisor never went over the estimate outlining what the costs were. The whole time I was under the impression this was warranty work. Afterwards they showed me the work order with prices but I assumed they were what were being billed back to BMW to cover the cover their costs. I figured if I were paying it would have come up somewhere. They were very deceptive but released my vehicle without any hesitation. I received a phone call from Grant Paullo the GM. Mr. Paullo was condescending during our conversation but willing to knock off the a few hundred dollars as if he was doing me a favor. I still felt since their employee was not up front and the charges for the services they provide were extreme compared to what I could have purchased the services for elsewhere I did not feel like they were being fair. I was willing to pay some of it but when he agreed to knock a bit off it was a take it or leave it. I went out of town for a few weeks on a business trip. When I returned I received a call from the Naperville police who were threatening to arrest me for theft of service if I did not come up with the full amount in 36 hours. After I consulted an attorney who advised me that this is a civil matter and not a criminal matter I decided to tell both the police and Grant Paullo I would not be bullied by them. Then a warrant was issued for my arrest. Now I feel as if Bill Jacobs BMW as well as the Naperville Police department for getting involved in a civil dispute is bullying me. How could it be a criminal offense if they released the vehicle? I never demanded it or threatened them in any way to turn it over. So how could I have stolen something? I would think they have an obligation to explain their services and be abundantly clear when work is being done outside of the warranty. Both the service manager and Grant Paullo hung their hat on the fact that their guys are well trained so they were assuming the misunderstanding was on my end. But it does not matter how well trained their guys is because he did not disclose that I was responsible for the repairs regardless of what was signed. Furthermore as far as the police investigation there really was not one Bill Jacobs BMW filed a complaint and I was arrested. There was zero investigation. Even when I spoke to the officer who issued the warrant after I told them my side of the story he said they said that would be your response. That it was my word against theirs. Seriously how can they investigate my word against theirs? There are only 2 people who know for sure what happened the service advisor Brad and myself. The service manager and general manager who were so very confident that Brad indicated these were paid for services were not present during the discussion when the car was dropped off. More

This dealership has the worst post sales customer service. If it was only one time I would not care with this review. But I have been a customer there for over 12 years. And it goes from bad to wo service. If it was only one time I would not care with this review. But I have been a customer there for over 12 years. And it goes from bad to worse every year. [edit] Because they did ask that I call the General Manager directly, I decided to edit my post and bash them a little less. So, because their service has not improved over the years, I still think they deserve the low rating at this time. They need to learn how to properly handle phone calls, I called about 10 days ago and they hung up, again. And, they need to train their service advisors to ALWAYS return a call especially when the customer is requesting that. Although their sales department is among the best, my experience with their post sales service is so disappointing that if you ask me, then try a different dealer. More

I sent my car in for an oil check since the oil lamp symbol would come on after care was shut off. This was 2 weeks after I had gotten the oil topped off. I figured it was a sensor problem. When the car symbol would come on after care was shut off. This was 2 weeks after I had gotten the oil topped off. I figured it was a sensor problem. When the car was done I took the car home and when I shut the car off the lamp symbol came on again. So now my question is what the heck did they fix the first time if the problem is still there and if they even needed to replace the head gasket in the first place. I went straight to the service manager, Brad, who wasn't available and left him a vm. He calls me back and I miss his call so I call him back. He never returns my phone call so I had to basically chase him down for a problem I had with his dept. Not the type of service you need when you're already mad that you have to go back and deal with this again. This place does not have the best service exepertise. My husband also had to bring his car back a few times before for not having his problem resolved on the first visit. I wouldn't take my car here for service and if that means you have to buy from somewhere else I would suggest that. More

Dave in parts wanted to charge me twice for a E60 M5 battery. The battery would have cost me $400.00. He could not find records that I had already paid for the battery. Rude is to say the least. I battery. The battery would have cost me $400.00. He could not find records that I had already paid for the battery. Rude is to say the least. I will NEVER recommend this STEALER to anyone. More

Worst mechanical experience of all time. Brought my BMW 645 in because I had a trunk light coming on. I was told it would be covered under waranty, but of course it wasnt. Then I asked to also have an oil 645 in because I had a trunk light coming on. I was told it would be covered under waranty, but of course it wasnt. Then I asked to also have an oil change done, thinking it would be like $50. Yet it was a $250 oil change and I never was told that. Then I get my car back and it had a big scratch on the back and my custom $2000 radar detector wasnt working. So I get the car back worse then it was when I brought it in. Then I have to bring it back so they can fix this and I get a flat tire, so I ahve them look at that and of course its $500 AND then later they say the rim was also cracked.... Another $500. Then I get it back and of course the radar detector still isnt working! Then I drive it 10 miles and the flat tire light comes back on. All very suspicious and overall the worst mechanic experience ever. Im not even brining it back to have them fix this radar detector that they broke, because I feel I will just have something else go wrong. Do yourself a favor and take your BMW ANYWHERE But Bill Jacobs BMW. More

Terrible service, repair took 1 week. Communication was poor; no one was available to take my calls. Had concerns with new associate providing poor information, manager was not helpful, in fact said I was poor; no one was available to take my calls. Had concerns with new associate providing poor information, manager was not helpful, in fact said I was naive if I felt I would get better service elsewhere. I was a lifetime BMW owner, but never again. More

When my fiance and I purchased our CPO BMW X3 almost a month ago, we were promised by the Bill Jacobs dealership that they would be able to take care of the cosmetic damages at no charge whatsoever. A month ago, we were promised by the Bill Jacobs dealership that they would be able to take care of the cosmetic damages at no charge whatsoever. Again, Bill Earnest didn't disappoint and of course one of his best attributes is his friendly, open line of communication he always keeps with his clients. After I informed Bill of our availability, he made the appointment between my fiance and I and the service department. He also made sure a loaner car was reserved. All this took a couple of e-mails which was less than an hour and assured us that even though he will be on vacation at the time we drop of our vehicle, he would check in to the dealership to make sure everything was ok. When we dropped the car off for service, Erick Ryan was as friendly as Bill and was very fast but efficient with his work. Erick was eve able to give me a loaner on a 3-series coupe that I've been interested for ages by request :). Although the service work took a little bit longer than Erick and I expected, Erick was very professional and informative throughout the process and kept me and my fiance satisfied. In the end, Bill and Erick was always friendly, professional, and kept their lines of communication open with us at all times. They made us feel like they were giving their 100% effort into making us their top priority and assured us that they would do a top notch job. Nothing but stellar Customer Service and repair-work done again by Bill Jacobs BMW... More