The BMW Store - Service Center

I'm on my third car from the BMW Store and love working with this company. Dean does a great job of consultative selling. Susan is so knowledgeable about all things BMW, and Rodney crushes it in service. It never crossed my mind to look any place else when it was time to buy again.

Paul is a pleasure to work with. This is our 3rd purchase with Paul and the team at the BMW store. Susan did a great job helping us navigate through all the great features. The service department always treats you like family. Matt Carelock is a pleasure to work with. We are customers for life.

I was attracted to a certified used car advertised in the auto trader. There was a discrepancy of $1,000 between the sticker and the advertised price. My salesman, John Beam was courteous, but he said that BMW has nothing to do with what autotrader prints or advertises. The car was less of a value than I had expected but I went through with the purchase anyway. It was my hope to get the dealership to take the money I overpaid and make a donation to Children’s Hospital in that amount. Up until I signed the paperwork that seemed like a discussion they were willing to have. Radio silence on that front since. As another reviewer pointed out Jamari DeBose comes off as arrogant in a way, disinterested and aloof in other ways. He could smile, but maybe he hates his position. God help you if you have to speak with Brooke in service. She is immature, ill mannered, curt, and lacking in most skills an employer would desire in front line customer service. Service is expensive and slow.

I just took my X3 in for 3 parts that were recalled. They offered a loaner while they fixed it, which was nice. They really had a nice facility and seemed professional initially. When I went to pick up my car, I noticed small ants crawling around on the passenger side. I looked around on the ground and noticed a lot of ants on the ground where the car was. I decided not to say anything and I would just deal with it. Then I noticed a small rip on the passenger side dashboard, very close to the windshield. I spoke with Andre who was pleasant but unable to do anything for me. He then gave me a phone # for customer service, and I called in a complaint. They suggested I talk to Timothy Gabbard, the manager. He had an attitude, from the beginning, like I was making this up and they would not take any responsibility. It is a small rip, and I feel like they could have at least tried to address it. But instead, the problem was left for me to fix! How’s that for service?

Everyone has always been very pleasant and knowledgeable. The service area is particularly clean and efficient; I wait for my service work and enjoy the environment in the area. Matt Garman has been very helpful with the I-Drive in my X3 (although the I-Drive is classic German over-engineering -- get rid of it and let us do things the way we did before it was imposed on owners)

Joe took such great care of me and was very professional. I recommend him to others getting their BMW's serviced. Very kind and helpful.

Service appointment was delayed/postponed and not honored, even after scheduled days in advance. Was only given 10 minutes notice of postponement. Very disappointing and frustrating. In addition, during service visit, car was mistakenly washed after owner had previously detailed vehicle. It was clearly immaculate prior to visit and was in worse condition following visit. Evidently, no one was paying attention.

Recently purchased a CPO 5-series and I brought the vehicle in to fix some minor "squeaks and rattles" coming from the steering column and brakes. The BMWstore technicians were thorough in their diagnosis and fixed both issues and performed some routine maintenance. It took two days, but since I was provided a loaner, it was no trouble. When picking up my vehicle, my adviser was kind enough to spend extra time planning out the schedule for upcoming routine maintenance. All costs were covered either by the CPO or maintenance contract that I opted for at vehicle sale (Whew! Big concern alleviated). Best part of the experience was the way I was treated, with respect.

Last week, I brought the car in for an oil change. The service advisor told me that we would also be due for a brake system flush and air filter replacements in a couple months and recommended that those be performed as well. I told him I’d hold off and only get the oil changed since that was all that the car was due for. (I would never pay to have someone replace air filters for me). At the time, he clearly acknowledged my request. When I went to pick up my car, however, my bill was $615.00. The advisor that I had worked with was gone for the day, but the service manager told me that he spoke to the advisor on the phone, and the he told him I had requested all services be performed. Fuming, I told him I was paying the bill and never returning there again. He then offered a 10% discount as if $61.00 made up for being charged for over $400 of work I didn’t want. The moral is: expect the bill to be considerably higher than what you originally agreed to. You won’t find out until after the work is already performed. If they recommend anything you don’t want, make sure that you have them reprint paperwork with only what you do want (not just cross services you don’t want at that time). This is the second time where my final bill was multiple times what I expected to pay.

Bought our first 5 Series thru BMW Store, and have it serviced here ever since. Brought it in for scheduled maintenance and inquired about another 5 in inventory. Now we have two ..... Shouldn't everyone???? Thanks Tim Gabbard and Paul Cassady. The BMW Store has the right formula. They have done everything right to make us a repeat customer.