Neil Taylor | Page 6

Two bad experiences, one in July and another in September In July I took my BMW to BMW of Catonsville for an A/C system check because it was not cooling properly. My service rep, Neil Taylor, quoted me a pri In July I took my BMW to BMW of Catonsville for an A/C system check because it was not cooling properly. My service rep, Neil Taylor, quoted me a price of $255.00 to make the repair, which I authorized. When I went to pick up my car I gave Neil a promotional coupon that I received in the mail which stated "Present this certificate and receive 15% off your BMW Service bill." Neil said that the certificate did not apply because he quoted me a “special discounted price”. There was neither a verbal nor written mention of a special price when I authorized the repair. After some back and forth discussion I asked him to get clarification from his manager. In approximately 30 minutes, Neil came back and said the manager authorized the discount, and he prepared a corrected invoice which I promptly paid. In September I decided to give BMW of Catonsville a second chance at servicing my car. This time it was to repair an oil pan gasket leak which was a recommended service listed on a "World Class Inspection" that BMW of Catonsville performed when the A/C repair was done in July. When I brought the car in for the service work I asked the service rep, Neil Taylor, to also inspect and diagnose a new issue, a caution warning light along with ABS / brake lights lit on the dashboard. Neil said there would be a $125 diagnostic charge to find the source of the problem and provide an estimate for repair. I authorized the work. When I called to get an update that afternoon, Neil told me that the problem was a faulty DSC control unit and he said the cost of repair would be about $2,100. I declined the repair and asked that he simply include a copy of the diagnostic report and corresponding estimate with the invoice for the oil pan gasket repair. When I picked up the car the next day sometime after 5 pm, Neil had left for the day. I looked at the billing paperwork I and noticed that it did not include the diagnostic report and repair estimate that I requested. Nevertheless, I paid the full invoice which included the $125 diagnostic charge that Neil had quoted me. The next day I left a voicemail message for Neil reminding him to send me the documentation I requested. In reply he emailed me only a screen print of the replacement DSC control unit part. I also discovered overcharges totaling $48.41 on the invoice I paid when I picked up my car. Dissatisfied with the entire experience, I decided to personally meet with Cindy Wolle, the Customer Relations Mgr. After nearly an hour of discussion with Cindy, with added comments from the Service Manager, I was told that it is BMW's policy not to give customers copies of diagnostic reports. She also produced an estimate for the cost of repair, $2,149.42 which was printed 4 days after the service work was completed. I told her I was very dissatisfied with the quality of service and asked that the $48.41 overcharge and the $125 diagnostic charge be credited to me. She agreed to credit the overcharge but not the $125 diagnostic charge. I am posting all of the painful details above to forewarn other BMW owners to avoid having service performed at BMW of Catonsville. More

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Excellent Service I was extremely satisfied with the service I received at BMW of Catonsville. My service guy, Neil Taylor was very helpful. He provided great service! I was extremely satisfied with the service I received at BMW of Catonsville. My service guy, Neil Taylor was very helpful. He provided great service! More

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Always very professional and amazing service. Neil always takes care of me when I visit BMW of Catonsville. He's always been honest with what type of service my 335i needs. I'm always in and out i Neil always takes care of me when I visit BMW of Catonsville. He's always been honest with what type of service my 335i needs. I'm always in and out in a timely manner. I live in Annapolis but BMW of Catonsville and Neil make it worth the drive! Would definitely recommend getting your BMW serviced here. More

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Amazing service I came in for an urgent need to replace my tires. Neil was very nice and accomadating. Neil was very helpful in selecting the appropriate tires and ma I came in for an urgent need to replace my tires. Neil was very nice and accomadating. Neil was very helpful in selecting the appropriate tires and made sure they delivered the same day. I was very happy with my experience. More

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Excellent service period Really a great bunch of sales folks that give you attention when you need them. You won’t go wrong with this BMW sakes and service team. Really a great bunch of sales folks that give you attention when you need them. You won’t go wrong with this BMW sakes and service team. More

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To the point, knowledgeable, very "personable" WorkedWith Neal overTheLastCouple of years. Very Knowledgeable. Attentive To the customer's needs. 9/10 GreatExperience All Around. Neal! please Kee WorkedWith Neal overTheLastCouple of years. Very Knowledgeable. Attentive To the customer's needs. 9/10 GreatExperience All Around. Neal! please Keep the "WowFactor" Going -Sam More

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New X3 Purchase and Great Customer Service! This is my second purchase here at BMW of Catonsville, and I have worked with Kyle Englert both times, and could not be more pleased. He is responsive This is my second purchase here at BMW of Catonsville, and I have worked with Kyle Englert both times, and could not be more pleased. He is responsive, knowledgeable and just an overall great person to work with. I ordered the new X3 and got exactly what I wanted which fits my needs right now. We were able to do mostly all of the details through phone conversation and email. Ironically I had the exact opposite experience of another poster, about buying a car, without her husband and I too have been in sales for over 10 years as well. Both purchases I made were without my husband’s help and I know I received THE best deal around on my recent X3 purchase. While, my car had to go into the shop for a part, I was also able to rely on a Kyle and the help of two geniuses, Brandon and Ian, to get me a loaner since I could not get there with my newborn. I was even able to ask the genius Ian a few things about the X3 while we were doing the paperwork for the loaner. Neil in service has also been keeping me updated daily. All around great customer service, and I know I got a fantastic deal on my trade and new X3. I am already looking forward to the new X5s when they come out and would definitely recommend Kyle, and BWW of Catonsville. More

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Excellent service and knowledgeable staff The service advisor Neil Taylor made recommedations for service while I was in for scheduled maintenance. Neil took the time to explain to me the impo The service advisor Neil Taylor made recommedations for service while I was in for scheduled maintenance. Neil took the time to explain to me the importance of certain parts that need to be replaced. I highly recommend Neil for his attention to detail and great communication skills. More

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Great team Great team. Very nice people. Great location. I love their coffee. Neil always greets me when I pull up. I usually wait for my car. Great team. Very nice people. Great location. I love their coffee. Neil always greets me when I pull up. I usually wait for my car. More

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Always cares I have been a customer of BMW of Catonsville since 2010. They always care about your concerns and issues and give you the best alternatives possible. I have been a customer of BMW of Catonsville since 2010. They always care about your concerns and issues and give you the best alternatives possible. I have always felt comfortable with any service done on my vehicle. I recently purchased a vehicle from BMW of Catonsville and was treated with the utmost respect. I would recommend this dealership to anyone needing their BMW serviced or are looking to purchase a BMW. More

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