Mel Cuesta | Page 2

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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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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Car went in for service for oil change ,filters and spark plugs.car was done in amazing time and fashion.nothing but the best service from my advisor Brittany hill and the tech that work on my car Matt.Amazi plugs.car was done in amazing time and fashion.nothing but the best service from my advisor Brittany hill and the tech that work on my car Matt.Amazing service on all of my M cars in the household.best service in the state!!! More

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BMW of Catonsville Service team is AMAZING! Professional an pleasant to work with! And, they do a GREAT job! Professional an pleasant to work with! And, they do a GREAT job! More

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I purchased a used 2018 BMW 340 from a BMW dealership in Virginia. After a while I noticed a wind noise in the cabin. I stopped by the BMW of Catonsville (since it was close to my house) where the Service M Virginia. After a while I noticed a wind noise in the cabin. I stopped by the BMW of Catonsville (since it was close to my house) where the Service Manager, Mr. Mel Cuesta kindly agreed to test drive my car to identify the issue. Mr. Cuesta went above and beyond to make sure the problem is diagnosed; he personally followed up with BMW to find out what's covered under the warranty and what's not, and at the end he found a solution with just a small fee to me. I'm very satisfied with the customer service I received, and highly recommend Mr. Cuesta and this dealership. Mr. Ricky Catalan was also very helpful and I appreciate his assistance very much, as well. More

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Best BMW customer service department in the business and best service manager Keon Tobin and staff best service manager Keon Tobin and staff More

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Best BME customer service department in the business and best service manager Keon Tobin and staff best service manager Keon Tobin and staff More

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I have been a loyal and dedicated customer for 3 years. My current experience has been a nightmare and totally unacceptable. My car cut off and wouldn't start on June 2, 2021. I had it towed to BMW of Cato My current experience has been a nightmare and totally unacceptable. My car cut off and wouldn't start on June 2, 2021. I had it towed to BMW of Catonsville because I trusted their reputation and mission statement for providing exceptional service and for peace of mind. June 2 – car stopped running, towed to BMW of Catonsville June 3 – state-of-the art diagnostic test concluded faulty battery (car required reprogramming due to change of battery) June 4 – received video stating repairs were complete and car was running fine; however, technician noticed suspension issue while test driving the vehicle (Note: no mention of any noise, knocking, smoke, leaking or engine issue) June 10 – received video confirming inner and outer tire rods were replaced June 11 – received phone call stating car was running great; all repairs were completed; was test-driven to confirm repairs and car was ready for pickup June 12 – car broke down again (next day after pickup); towed back to dealership June 14 – was told the car needed a starter, however, my car was still sitting on the parking lot where the tow driver left it. I questioned the integrity of the technicians and diagnosis and requested to speak with the manager. June 16 – Spoke with manager (Mel Cuesta), verbalized my concerns and issues and he agreed that things weren’t adding up June 17 – I was told my engine was blown and needed to be replaced; quoted $25,000 for repairs and later changed it to $15000. June 28 – I reached out to corporate and filed a complaint, corporate suggested I bypass Mr. Cuesta and speak to Mr. Mike Winter (Service Director) concerning my vehicle and my complaints. Spoke with Mr. Winter and was told there was nothing he could do. Mr. Cuesto also told me I was required to put down ½ of the cost of the engine before repairs would be started. They offered me $1000- $1500 and said I had to have at least an 800 credit score to trade my 2014 550i. for which I found to be extremely offensive and insulting. And to add insult to injury, I was belittled and harassed to return the loaner when there has not been any resolution for my car. How could a certified technician put a car on a diagnostic, have it running, send video saying it's running great, test drive it and not know the engine was blown. Plus put a new battery in, reprogram it and the check engine light didn't come on. This dealership does not stand by its values and principles and treated me unfairly and showed no empathy or concern for my situation. My car did not have these issues before going in for service. More

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BMW of Catonsville is a excellent place to buy your BMW.the service after the purchase is just as excellent you are handled as family. BMW.the service after the purchase is just as excellent you are handled as family. More

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Best service in Maryland! Everyone is exceptional and goes out of their way to accommodate me any time I go there.The service team ROCKS goes out of their way to accommodate me any time I go there.The service team ROCKS More

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