Brian Harris BMW

Epic fail at Customer Service AND vehicle service My car has been at BH BMW 11 ELEVEN! Days! After 5 attempts, I reached Dee, who was rude, unhelpful, unapologetic & full of excuses. On speaker, this My car has been at BH BMW 11 ELEVEN! Days! After 5 attempts, I reached Dee, who was rude, unhelpful, unapologetic & full of excuses. On speaker, this conversation was heard by others, who were horrified. I was told they were “too busy” to look at my car due to Christmas; I would absolutely be contacted before any work was done. “ My husband went to get something out of it. He spent an hour with an employee, looking for my car. Employee said this was their slowest time of year, very little work. Turns out, my car was taken to BH Chevrolet for “body work”. My car doesn’t need bodywork! It’s the steering & suspension! I was not notified of this, nor did I give my permission to BH BMW to send my car to another location. I was planning on replacing my 2014 535 with a 2019 540. It will not be from Brian Harris. More

3 Weeks for a Air Bag Recall Brought my daughters 330ci in for a airbag recall. When I called for the appointment they stated it would take 5 to 10 days to get parts in. I asked t Brought my daughters 330ci in for a airbag recall. When I called for the appointment they stated it would take 5 to 10 days to get parts in. I asked them to call me when the parts arrived. They told me I would have to call them back in 5 to 10 days to check on parts. Ten day later I called and they said parts were in. Brought vehicle in on September 11th. They called me back the next day telling me they didn't have the parts. It would take another couple days for parts to arrive. I called them on September 21st. They haven't even started on it. They started work on vehicle on Friday September 22nd. Said it would possibly be ready that evening but would call me back once confirmed it was complete. No phone call. Went to pick car up on Saturday the 23rd. Neither drivers or passengers windows were functional. After examining the window issue, they found a bad fuse and a bad window motor on the drivers side. They blamed this on the bad battery and having to continuously jump the vehicle off. I drove the 100 mile round trip to bring a new battery as the current one was under warranty. They did fix the window motor free of labor but I still had to pay for the parts. Finally picked the vehicle up on October 5th. Went in and asked for Adam the service manager to discuss my concerns with my experience. He told the person that I asked to tell me he was going to lunch and that I could call him if I wanted. This dealership has a communication issue not only with not calling customers back and keeping them updated, they also do not seem to know what each department is doing. They have no idea what customer service is and do not even care. Ronnie, who wasn't even my service writer did show some willingness to help and offered to pay for the labor. When I told them I would probably never return my service writer said that that was my choice. I asked to speak with the general manager, and of course he wasn't in either. I will bring my business elsewhere. More

They damaged my new car door panels during service Brian Harris BMW damaged my car when I took it there for service. They agreed to replace damaged parts, but have not done so. I own a 2016 BMW X3 Xdri Brian Harris BMW damaged my car when I took it there for service. They agreed to replace damaged parts, but have not done so. I own a 2016 BMW X3 Xdrive 35i, purchased new in Nov 2015 from Brian Harris BMW dealership in Baton Rouge, Louisiana. On April 11, I took my car for safety recall repair work at Brian Harris BMW Authorized Service station in response to a BMW safety alert letter. This recall work was to fix a problem with child seat latch in the backseat. The service center sent it to an outside repair shop saying the recall work involved welding which they could not do at Brian Harris BMW. When I picked up the car on April 13, 2017, I noticed damage to my car in the form of very deep scratches on the plastic panels of two doors, one front door and one backdoor. The scratches to the backdoor plastic panels were very very deep. I then brought this to the attention of the service advisor. She brought the problem to the attention of her service manager, Adam, who then inspected the damage. He agreed that this damage must have been caused when they sent the car for the recall work. At first, he brought a cleaning and polishing solution and rubbed it over the scratches after which he concluded that the scratches were too deep to be repaired and that he would order new plastic panels. They said they placed orders for new panels and that they would give me call when the new panels arrive, which she said would take approximately 3 days. I never heard back from them. I called and left a voice message for the service advisor on May 5, 2017 to call me back with the status of the promised repair. As I did not hear from her, I called her again on May 9, 2017 and left a voice message that if I didn't hear from her by the end of that day, I would assume that she might be on vacation or extended leave of absence and that I would contact her department manager, Adam. At the end of the day, as I did not hear from her, I contacted the main service number and spoke with the service area receptionist, who said she would pass on my message to Adam, service manager. I waited for another 6 days and there was no call back from Adam. I called again on May 15th and left another message with the receptionist requesting to hear from Adam. He never called back. I called again on May 17, 2017 and spoke with the receptionist. The service advisor, I was told, was unwilling to take the call. I asked to speak with Adam, the service manager, but he was again unavailable and a message was left. I was then transferred to another service advisor, who was not involved with this particular service problem. He said he could try and get this repaired by buffing. I said to him that since the service manager had inspected the damage in detail and concluded that the damage caused by Brian Harris BMW Service was not repairable and that the panels needed to be replaced and that they had already ordered new panels, I would not be interested in buffing work that would never bring the panels back to the original state. I stated to him that I really would like to speak with Adam, service manager. He said he would make sure Adam would call me that afternoon. Adam never called. Brain Harris BMW must replace the door panels that they damaged when I took my car there for safety recall work. It is unacceptable that they never called me since April 13 when they said new panels have been ordered and they would call me in about 3 days. It has been 5 weeks and they have not returned several phone calls that I made and several messages that I left for the service advisor and her service manager. I also contacted BMW USA customer relations department. Brian Harris BMW has not replied even to BMW USA. More