Neil Taylor

Subject: Formal Complaint Regarding Customer Service Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encount Experience Dear [Recipient's Name], I am writing to formally address the extremely disappointing customer service experience I recently encountered at your location. My appointment was scheduled for 9:00 am, and although I was 10 minutes late due to traffic, I waited for almost 5 hours in the waiting area before anyone addressed me. My vehicle was not taken in for service until 11:15 am, and I was presented with a video detailing extensive work that supposedly needed to be done, when I only requested an oil change and front left signal light replacement. After waiting for hours, my car was finally ready at 12:40 pm, but was not handed to me until 1:20 pm. It was during this time that I realized my wallet had been left in the waiting area. I received alerts about my credit card being used at a tobacco shop, which led me to believe I had misplaced my wallet. It was only at 6:08 pm that BMW contacted me to inform me that my wallet was at their location. Upon retrieving my wallet, I noticed that one of my cards had been attempted to be used at a tobacco shop, which was missing when I left the service center. It is concerning that someone from the service center had access to my wallet and was able to use the cards and place back in my wallet that When I raised this issue with your team, they seemed indifferent to my concerns. This level of service is unacceptable, and I feel compelled to share my experience with others. I urge you to address these issues and improve the quality of customer service at your location. I would appreciate a prompt response and resolution to this matter. More

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Howard is the best! The entire process, from selecting options and ordering the vehicle, through the delivery was smooth as butter. Howard kept us in the loop during th The entire process, from selecting options and ordering the vehicle, through the delivery was smooth as butter. Howard kept us in the loop during the process. He provided sound recommendations and helped us make the right decisions. This is our second BMW purchased from Howard Moon and BMW of Catonsville and it won't be our last! Neil Taylor helped with our pre-delivery needs and exceeded our expectations as well! More

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Seamless and very effektive sale - Howard made a huge difference and helped us all the way - thank you difference and helped us all the way - thank you More

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Been using this dealer for the last 20 years and it’s the only BMW dealership that truly appreciates their customers. From my service advisor Neal Taylor to my new favorite sales advisor Ron Ventura the leve only BMW dealership that truly appreciates their customers. From my service advisor Neal Taylor to my new favorite sales advisor Ron Ventura the level of professionalism and trust puts the Catonsville team above all others. More

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Amazing service and fast and never any issues with my car after service.highly recommend this dealership and there crew !! after service.highly recommend this dealership and there crew !! More

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Ron was extremely personable and knowledgeable! He went out of his way to accommodate our new BME purchase and was responsive to our inquires . We Highly recommend! He went out of his way to accommodate our new BME purchase and was responsive to our inquires . We Highly recommend! More

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Neil & Mike are the best! Excellent service & everyone is so nice and helpful here. Thank you so much for yet another great experience! Excellent service & everyone is so nice and helpful here. Thank you so much for yet another great experience! More

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I have many regrets that I accepted the first sales advisor available when I purchased my car at this dealership instead of looking up in advance for a longstanding advisor with excellent reviews like advisor available when I purchased my car at this dealership instead of looking up in advance for a longstanding advisor with excellent reviews like Joe Feng. I ordered my car from a salesperson who was short term and left mid way in my delivery process, consequently during the changing of the guards it was not relayed to me my car would be missing a standard BMW feature I was expecting, the trunk hands free opening because of a missing chip. Right after my car was delivered the second advisor that took over also left. After about a month when I had gathered questions about my car I was left without an advisor once again. Thankfully I was referred to Joe Feng who has stepped in and helped me with all my questions and any issues I have even though he was not the original advisor that sold me the car and did not earn the commission. When I buy another BMW from this dealership (this is my third from this dealer) I will be sure to ask for Joe Feng who has been working here for many years is a wealth of information and has an excellent track record. Joe is diligent, thorough and considerate. I wish I would have bought my car from him in the first place and I highly recommend that when considering a BMW you seek out the expertise of Joe Feng. Thank- You Joe!! Maggie S. 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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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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