Nalley BMW - Service Center

I agree with reviewer from a couple months back, apparently, when they have no info to provide, they avoid you like a plague. Have not heard from Advisor by email or phone regarding my X series.... No problem with collecting my $2900, but continual problem with repairing and responding to customers. No offer of loaner, or anything. This place has gone to the dogs~

I purchased a vehicle 3 weeks ago. I signed an agreement to purchase pending a minor leather repair. After driving the certified 7series vehicle a week, I took it back for a schedule leather repair. They repaired the leather the same day but called to say the drivers door would not open. The door was perfectly fine when I dropped the vehicle off. After 4 days I went to the dealership, the repair guy said he apologized for taking so long, his fault. Well, 11 days later and multiple excuses, I still dont have a car I purchased for my wife's birthday. The salesman was great, as well as the service advisor. However, the sales manager nor GM has responded to multiple email requests nor phone calls. I will not make payments on a car they are holding hostage. Excuses about the parts being ordered or the parts truck not coming will not suffice. Furthermore, to tell me you were just moving slow is the worst form of unprofessionalism I've ever heard from a repairman.

Micheal has been awesome I have been dealing with him for 3 years now. He is very helpful and accommodating. I definitely recommend Michael if you are going to visit Nalley BMW.

I came in for an oil change at 4, it's 7:22 and I'm still here. Bad thing is, I arrived early. Serviceman came out like he was having a bad day. Told me four times that the car would be ready in ten minutes and 10 haven't came yet. On a scale of 1-10, Nalley gets a minus zero.

I made an appointment via online, got to the place no appointment on file. Then service advisor Amber McWeay took my 3rd party protection plan on Saturday...didn't call or anything for, I called her on Thursday she stated I lost the information. I gave it to her again she didn't call back at all. I finally went to BMW on Friday and they said "oh we don't deal with them anymore." So after a week nothing was done..I waited for Amber to return to her desk so I can pay for the oil change from 10am to noon she disappeared for hours even after her peer text her several times no response. Finally after waiting for 2 1/2 hours I got my car back. Will never use Nalley BMW in Decatur again

Where do I start. I’ve been a loyal custom of Nalley for years but they don’t treat certain customers with respect. My biggest challenge with their Service Center is the lack of courtesy and professionalism. They play a hide and seek game with customers. I believe they screen phone calls and never return the customers calls. I would just pop up at the shop in order to get responsiveness from my service advisor and management. My car has been held hostage on numerous occasions for extended repairs where they didn’t provide me alternative transportation. The last incident was the straw that broke the camels back which was a 40+ day repair. After 11 days of no update on my vehicle I went in and demanded a loaner or my car back. They authorized a rental car with Enterprise but refused to pay Enterprise at the end who resorted to charging $1200 on my Amex along with the $2500+ Nalley BMW received for the repair. The manager at Enterprise apologized profusely and informed me “they only do this to black female customers”. I don’t know if their racist but they’ve treated me like xxxx this past year. so much so that I refuse to continue patronizing a company that doesn’t treat me with respect. Although it’s the closest shop to my home I’d drive out of state before giving them my business again. Run to another dealership if you want to be respected and valued as a paying customer 🏃

I went in for service on my 328i. From the moment I came in, I was treated with top notch service. While waiting, I met a salesperson, Felicia Jones. She showed me their inventory never being pushy. After talking to her briefly, I felt like I was not only free to look but also that she was very knowledgable about the BMW brand. So much so that I ended up buying another BMW and brought my wife back a day later to buy a car as well. Kudos to Felicia Jones- my salesperson, Jay Moore- the Finance Director; who was exceptional and the service department for taking great care of my original vehicle. Never did I feel that car dealership anxiety. Btw, both buying experiences took less than an hour from start to finish. I will continue to deal with Nalley BMW of Decatur. GREAT JOB EVERYONE! Toney C.

I dropped my car off at 7:15am for a scheduled service call later that morning. After waiting 45 minutes to meet with my service advisor I decided to leave. Finally saw him and went into his office to told him the issue I had and that I had to leave town two days later for 1,000 round trip. He assured me everything would be taken care of and he would get back to me. 3 hours after my scheduled appointment time I called for an update. No return call. 3 hours later I called again to be told they hadn't gotten to it. I asked why I bothered to schedule an appointment and why I had not gotten a call -- no answer. He asked for 5 minutes to get an update. Got a call back 30 minutes later with no information. He assured me it would be the first car the next morning and he should have some answers for me by 9am. At 11am I call and again no call back. I then call and ask for the service manager but he did not answer. The receptionist said she would email the Service Director to call me -- no call back again. I went to the Nalley website and a chat agent asked if she could assist. Again I asked for a call back -- still nothing. At the time I write this they have had my car for over 30 hours and not a single status call or resolution. Never again....

The service manager and Nalley BMW is a racist I am upset and disgusted with management for allowing such a person to assume the position of the leadership I was disregarded after calling in several times to speak with the manager I was told some would call me back no one never called me back nor sent me an email back I was just simply put on the do not rent list even after I paid in full for one scratched rim I asked to speak with the manager several time no reply until I came back in for another job Idk why I did that but he tried to send a email response even after he was sitting in his office 15feet down the hall. There is no respect for younger individuals of color or different Ethical background do your self the favor An take your business somewhere you can be treated with the respect you deserve

If only could give 0 stars I would. This has got to be one of the worst service departments I have ever experienced. If even one person is saved from this place it is worth it. I have a 2016 750i that I absolutely love that I purchased from a different dealer. I returned to Hartsfield Jackson airport after a 2 week business trip to be greeted by a messag3 saying I had a flat tire. On inspection there was indeed a nail in the drivers rear tire, and had to be at UGA for event later in the evening. I started with BMW Road side assistance. It would be 2 hours to get a tow truck. Seriously? I was in Atlanta not the middle of no where. The concierge was no assistance. As the car has run flats and no spare (a rant on that in a minute); I decided I would try to make it Nalley in Decatur. It was only 15 miles and sort of in the way to Athens. I called the dealer. The appointment agent was helpful and even secured a loaner for me. They couldn’t tell if they had the tires until they saw which OEM tires were installed. When I get there the tire guy greets me and says they don’t have them in stock but they would in by 1-2 the next day and installed by 3:30. Ok. The dealer is an hour and 20 mins with Atlanta traffic the wrong direction from my house so I wanted it to be done. I then find out because of those horrible run flats (BMW abandon these crap tires already) I would need to buy 2. They only had 14k on them. So now what would have been a one hour $50 repair was going to cost $800 and 24 hours. It goes downhill from there. I meet my service advisor Chance who was one of the least engaged ive ever met. He wasn’t necessarily unprofessional but far from remotely friendly. He tells me I should get an alignment because it will shorten the life of the tires. I said if I’m only gettinfpg 14k how much worse can it be. I asked how much and he said $250. For an alignment??? No thanks. He then tells me there are 4 open campaigns should he do them. I said since the tires have to be ordered, sure. I then get to the loaner concierge who was even less friendly. Not one greeting, nicest, anything. He clearly hated his job. Down right rude. Fast forward to the next afternoon. I call at 1:30 and find the tires hard come in but nothing had been started on the service. I said cancel the campaigns and just put the tires on. He said let me see what I can do. I’ll call back within the hour. I’m driving the wrong direction from my house back to Decatur. Chance never calls back. I get there at 3:15 to find out NOTHING has been done to the car. Chance there waiting for a special person. To install tires? I said when will it be done. He said maybe 2 or 3 hours. I am furious at this point Chance doesn’t offer it but I said the 750 comes with valet delivery. I need it by tomorrow at 1 and you can deliver it to my house. So now I leav3 to sit in rush hour traffic. It is now 2 days after I dropped the car off. One of the campaigns wasn’t because it would take too long. Ok fine. Before they will return the car, i have to pay the bill online. He sent it to the wrong account. I finally get the bill with no details just an amount. It’s higher than what I was quoted but figure it’s tax because it was warranty work and tires. That’s it. The car gets delivered and I look at the bill $780 ish for the tires including install, tires, disposal and tax. Then the 3 warranty campaigns. There is a $50 misc supplies bill with no details. I call to inquire and Chance says in our fine prin5 we have 5ge right to charge up to 10% of the bill I’m like for what it’s tires and warranty? I have owned dozens of cars of all males and I have never seen this BS before and he said to bad Lesson learned one thing is clear I will never step foot in Nalley BMW again they are HORRIBLE and I will never and I mean NEVER buy any brand from a Nalley dealership Now BMW about those horrible run flats.....