Keon Tobin | Page 4

Always a pleasure working with the service department there at BMW of Catonsville! Wait times are reasonable and quick, and if going to be longer than expected usually a loaner vehicle is offered. I had there at BMW of Catonsville! Wait times are reasonable and quick, and if going to be longer than expected usually a loaner vehicle is offered. I had an unexpected leak in my tire and Keon was able to accommodate me as a drop-in/walk-in on the fly. Thank you tire warranty (also handled by Mr. Tobin) For an added bonus, I had a scheduled routine service appointment for that Monday and Keon was able to get it done that same day (Saturday); 2 birds, 1 stone! Well, really 3 birds (I got the spark plugs replaced as well all covered under extended service plan) and didn’t have to spend a whole day at the dealership. Definitely a better service experience than I can say from other dealer handled experiences! More

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Best Service Department I’ve experienced, especially Keon Tobin. I’ll continue as a customer of BMW of Catonsville in large part because of their Service Department. Tobin. I’ll continue as a customer of BMW of Catonsville in large part because of their Service Department. More

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My name is Silas Harvey, I wanted to convey the WONDERFUL service experience I had today at BMW Catonsville, MD. I am a first-time customer and received a recommendation to utilize your Service dept. from a service experience I had today at BMW Catonsville, MD. I am a first-time customer and received a recommendation to utilize your Service dept. from a recurring customer (Bernice D.) as i recently purchased a 2019 BMW X5. She further recommended Keon Tobin as BMW Service Advisor to consult with and I am elated she did. First, the welcomed friendliness from Keon was on-point, well received and much appreciated. Keon exhibited stellar professionalism both in terms of services knowledge and wholehearted demeanor. As I’m in the Information Technology services sector working with a large corporation focused primarily on federal government contracts/customers, I have a strong affinity for how important it is to deliver quality service with an intent focus on providing customer excellence. Some of the key aspects I quickly recognized - Keon expeditiously and calmly collected the information necessary to better understand the vehicle issues I was experiencing while seeking clarity and validating my concerns. As I diligently performed my work in your customer service area, Keon provided a timely diagnostic analysis with recurring informative updates on the status of work completion of my vehicle. Keon further sought to build a solid positive rapport with me while delivering a high level of customer intimacy and service. Keon’s superb business acumen and engaging leadership qualities shine through, and your dealership is to be commended for having an outstanding employee like Keon to represent your brand. Keep up the great work Keon, you truly are 5-Star and a class act! Also, hats off to the BMW technician (Matt) as well who effectively performed the brake installation work in an efficient and timely fashion while delivering a thorough overall video assessment of condition of vehicle in laymen’s terms. I was further impressed by your BMW dealership being able to quicky address and fix the brake problem on the same day within 1-1.5 hours without me having to return on a separate day to get the work done. To close, a first impression is a lasting impression thus this is truly my go to BMW Service Dept. in the future. Thanks for your driven commitment to customer satisfaction, Silas More

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I purchased my 540i at the Catonsville location and have had it serviced there for nearly three years. They’ve always been communicative and accommodating. My associate, Keon, played a HUGE part in the leve had it serviced there for nearly three years. They’ve always been communicative and accommodating. My associate, Keon, played a HUGE part in the level of service received, as he always provides exceptional service with a smile. Cheers to great service! More

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Mr. Tobin is highly professional. patient, and gives quality care, advice, and service rendered. I definitely appreciate Mr.Keon. quality care, advice, and service rendered. I definitely appreciate Mr.Keon. More

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Keon in services has always show professionalism, knowledge of the services provided to my vehicle, to include clear, concise information and he is friendly. I have had my car serviced at this locati knowledge of the services provided to my vehicle, to include clear, concise information and he is friendly. I have had my car serviced at this location for a few years and requested for Keon when he is available! Awesome work!! More

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This dealership is amazing and has the best service department.my service advisor always sets perfect appointments and the same tech has been working on my cars for years now!!Love everything about the department.my service advisor always sets perfect appointments and the same tech has been working on my cars for years now!!Love everything about the experience and professionalism!! More

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REVISED based on follow-up communication from the service manager: I want to recognize Mel Cuesta, service manager, for reaching out after my reading my review and taking care of me for my follow-up appoint manager: I want to recognize Mel Cuesta, service manager, for reaching out after my reading my review and taking care of me for my follow-up appointment. He reached out to acknowledge all that went wrong with the initial appointment. Additionally, he provided a no-cost repair with a loaner vehicle for the day. Keon Tobin was my representative who was fantastic and treated me in a professional and fun manner. This was the first time meeting with Keon and I was very pleased. Keon is personable and helpful. Thank you both for the follow-up attention and communication. I have changed my rating to reflect the combined experience. Thank you. I am a first-time customer at this BMW service center and needed some information about repair on my rim. I called twice and left messages on the general service line. After several days of waiting for a return call, I decided to use the online appointment scheduling tool and provided details about what I needed. My appointment was scheduled and I showed up last Saturday on time. At the appointment, the service desk told me that they could not take me since it was a specialty service that I needed and offered no explanation of why my numerous phone calls were not returned nor why no one notified me of the online scheduling tool let me book an appointment for those services. I am extremely disappointed with the level of customer service and empathy I received. There was a complete disregard for my time and my husband's time since he drove there too (for a ride home while I wait). Despite having a scheduled appointment, I was turned away. What a waste of a Saturday morning. The service desk did provide me with another appointment after making some calls for the following week, so I did thank him for that. I will need to return to get the work done, but will not be coming back after this job is complete. What I am highly disappointed with is the lack of communication and follow-up. After leaving on that Saturday, I called the service manager, Mel Cuesta, and left a voice mail to talk about my situation. It's been 6 days without a return call. In light of these experiences, I cannot recommend this facility to others or consider using your services again in the future. Their customer service is in dire need of improvement and I hope that my feedback will serve as a catalyst for positive change. More

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My service representative Keyon Tobin shows outstanding customer service and I appreciate the service that he provides me customer service and I appreciate the service that he provides me More

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Best service as always. No issues whatsoever getting my car in for the appointment and getting tires installed.Amazing dealership No issues whatsoever getting my car in for the appointment and getting tires installed.Amazing dealership More

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