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BMW

Customer Service Ratings and Comments

BMW is ranked #160 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.54 out of a possible 200. This score rates BMW customer service and customer support as Disappointing.

NEGATIVE Comments

58 Negative Comments out of 63 Total Comments is 92.06%.

POSITIVE Comments

5 Positive Comments out of 63 Total Comments is 7.94%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I called customer service at BMW via online number and I am so dispappointed with them that I will never buy another car from them and I will tell others how rude their customer service department is. My purpose for the call was to speak to someone about the inaccurate report they have on my credit report and these people would not listen nor would they transfer me to their manager or supervisor per my request. They had me to tell them the reason for wanting to speak to the manager or supervisor and everything I said to them they would deny stating that it was not a good enough reason to speak to someone else other than them. They told me to write the company with my complaint. I was so upset that I felt I was having a heart attack because I could not believe BMW would have people so rude working for them. The two representatives I spoke with was Heather and Ralph. If you call BMW and get these two people on the line, hang up because they don't care about your problem.

    Ms. Disappointed 9/1/10 7:29AM

  • BMW of Manhattan is absolutely the worse dealership I've ever been too. Tom Tomery was my salesman and he was an absolute scam artist. Stay Clear away from this dealership at all cost. I have never been so upset at the service my whole life. Please Fire this crook. All of my friends have had the same complaint. I wish i listened to them earlier.

    Anonymous 8/31/10 3:52PM

  • Tom Bush BMW Jacksonville Florida, Rude arrogant and No customer service, for customer service to be bad you would have to get some. No communication, no documenting, does anyone really have anything good to say about the service departments?

    BMW dud 8/31/10 8:21AM

  • Just bought a BMW and after the first time needing their service (just accessories) I'm already thinking of selling it. I can't believe how bad their service is and wish I would have stayed with Benz (who I'm going back to) I have had many cars is my life and BMW IS THE WORSE by far, even Honda has been great to me.

    EE 8/27/10 3:53PM

  • 18 months ago I bought a BMW X3 from Kuni BMW in Beaverton, Oregon. During my 18 months of ownwership the car was taken in 8 times for a total of 45 days, for a recurring central locking issue. The central locking issue started 1 day after the car was fitted with an iPod adapter. After 18 painful months, Kuni BMW's solution to the problem was for me to buy a new car. I stupidly did so. I have had my new BMW X3 for 2 months and it has been in 3 times for the same central locking issue (which funnily enough started happening a few days after the car was fitted with an iPod adapter by Kuni BMW). My car has been scratched on several occassions in their care. I've also been called a liar by their president because he thought I was making the issue up and that it was just "user error" (ie: I didn't know how to use the key fob properly). That was until the issue was witnessed by their foreman. No apologies though, funnily enough and their service staff continue to ignore me whenever I come in. The worst mistake I ever made was to buy a BMW from Kuni BMW. I should have cut my losses after the first X3. Now I'm stuck in service hell with another defective BMW X3. Don't make the same mistake as I did. Don't buy a BMW and don't buy from Kuni BMW, in Beaverton.

    bmwx3hell 8/26/10 8:24AM

  • I am extremely dissapointed in BMW/Mini Coopers service. This is my second Mini Cooper. My first one, I like to call "Christine" (from the movie) almost killed me and after over 30 times in the shop in Fort Lauderdale, FL they replaced the car. They did very good by me. However the first product, my 2006 mini, was a lemon.

    Fort Lauderdale, FL BMW was an excellent shop, always willing to help and attentive and not enough good about them can be said. I am now living in Honolulu, HI and for lack of a better word their service dept SUCKS! Long story short, after being informed about multpile complaints against them I brought my car in for routine service at 18,000 miles (2008 mini). They said it would take a half day. I dropped off at 7 am, to pick up at noon. They called me at 6pm saying it was done. I went this morning to pick it up and it was dirty! Asked them to wash it and clean the dirty floors inside and the assistant service manager said "they already washed it but I'll have them clean the inside". I laughed and told her to have them wash it again then. It came out dirty, they didn't wash it! I could not find corprates number online but found this, called it and got a 20 something year old that barely had enough energy to answer the phone. After lodging the complaint I asked for the release dates of the new 2 seater coupe, as I was interested in purchasing it. She said she had no idea, to call the dealer itself, they would have a better idea. Does that make any sense? The company had no idea of the release date but the small time dealership here would? I will tell you, I will not buy another BMW. In three months I will go to Mercedes, Audi, or anything else at this point.

    Con3234 8/25/10 1:00PM

  • i service my bmw at JSN, only to find out late in the afternoon that they would not be able to return my car to me with no courtesy car. i requested that i needed transportation as i was stranded at work. At 5:25pm, i was told sorry they cannot help. The worst is, the bad and don't care attitude.

    I bought a new shape Z4 335i with all the extras. An expensive vehicle with no service to match. i think i would get better service if i bought a Yaris.

    I would rather buy an Audi S5 next and stick to them. I really was waiting for the next gen M5 so i bought the Z4 for a while, but now, never a BMW again. It is a great product but without the service, it is pointless and a waiste of money and time. RS5, i guess.

    i will share my experience with all my friends and family. The tide is turing and in a competative market and recessionary volatility, it is amazing that dealers behave like this. if we do not buy their cars they will be out of business.

    Sanjay 8/23/10 8:40AM

  • I own a 2008 BMW X6. I have just over 25K miles on the car and it hase been in the shop 4 times for major repairs. The first 3 times the engine malfunction light came on an the car shut down in the middle of Nevada and we got the pleasure of several 4 hour tow truck ride. The last time happened in our driveway and the car had to be towed to Reno from our home in Truckee, CA. They have never been able to explain the problem, and obviously, they haven't been able to fix it.
    When you pay $70K for a car you expect it to run perfectly. You expect dependable operation and if their is a problem you expect it to be fixed the first time. Unfortunatley, that has not been my experience with BMW. My current feeling is to ask they to buy the car back or I will have to seek relief under the californi Lemon Law.
    It too bad as they used to be a great company. Given this experience, I will never byt another BMW!!!

    Unhappy Customer 8/16/10 10:58AM

  • Feilds BMW of Glencoe IL. I cant even begin to describe how terrible they are. I own two X5 4.8's, and cannot believe this is how they treat a customer of nearly 200K in their merchandise. I would HIGLY recommed a Mercedes or Audi. NEVER again will I choose BMW. Its a shame that they are around today....

    Anonymous 7/26/10 8:55AM

  • BMW service department in my area is the worst! I have heard nothing but bad about the service department and now I have finally experienced it for myself. I have been overcharged for services and then the services that I am paying for do not appear on my receipt, and when I call to question this they say oh we dont have record of performing these service in our computer but we do see that you over paid for your tires, so we must have performed the other services you requested. My car is still having the exact same problems. I am continuously having issues like this with the service dept. I sadly feel like my $ is being taken & possibly pocketed :(

    Anonymous 7/21/10 10:30AM

  • I have a BMW 523i model 2008. The service in Saudi Arabia is very bad, no one answer your question, no responsibility, they promise, but never deliver, even their customer services they don't answer you.

    Wael 7/3/10 2:11AM

  • I purchased a 2007 Minicooper S in Germany in July 2007 with the understanding it included free shipping back to the US to a dealer near where I moved. When it came time to ship my car back to the states I found out there were only a few coastal ports and I had to pick up the car at the port at my own expense along with assessment of additional port costs, fees, leave time, and customs clearance. Since I moved to a Colorado posting this created signficant additional expenses that were hidden or changed by BMW after the purchase of my car. I am obviously unhappy with this poor customer service. BMW should be ashamed of retroactively changing their promises or misleading purchasers. I will never buy a BMW again. Service members buy an expensive BMW at your own risk of additional expenses.

    COL Joe Coward

    Anonymous 6/29/10 1:15PM

  • NOT FOLLOWING UP PHONE CALLS AS PROMISED ON SEVERAL OCCASSIONS
    WHEN TRYING TO LOG COMPAINT WITH THEM THEY ARE NOT INTERESTED AT ALL

    ROBERT 6/22/10 9:01AM

  • BMW service in honolulu, has been hell. I bought a brand new vehicle and they made swirl marks when prepping the car after i bought it. The car went back in for that reason, and comes out looking worse then it went in. Not only did they burn my hood, they put more swirl marks on my vehicle and also chemical burned all rotors and calipers on my brand new 528i. Now the car looks like crap, what was told to me by the detail manager Mike Claus was that he didnt have a complaint before so its not his problem. They were the last ones to touch my car. They then stated that brakes and calipers do rust due to normal wear and tear. it sat on the lot for months was given to me with shiny rotors and calipers. They had my car for one day and it comes back rusted at delivery. What is that and then deny it. They used Wheel brightner from Meguiars, they told me it is not corrosive. okay spoke to my rep at meguiars and they stated it is corrosive and if left on too long it would burn it. I was told by Mike Tetsutani the service director that they wont change it for me, if you mess up you fix it. Right?! Again was told not my problem, who's problem is it then? Then to be asked by Levon the service tech what color do you want it to be, umm NEW like it went into the service center as! Now I am stuck with a car that they screwed up and wont fix. Brand new and looks like its a used car. Ive been there way too many times to dispute this.

    Anonymous 6/16/10 5:53PM

  • Their service & people lack professionalism and expertise. My experience has been more than dissapointing; I've been a BMW lover and owner for many many years and because of this past few months of bad experiences with Autogermana BMW Puerto Rico I have considered not buying more BMW in the future. In fact as soon as I get my SUV out of the service center I will put it up for sale immediately. Autogermana, made a huge mistake in fireing one of their best Assets, Mrs. Matos.

    The young lady who had been attending my cars for many years got fired just a few months ago. She must of had more than 51% of the clients under her wing, she was dedicated, intricate, her customer approach and service was more than excelent, always giving more than expected (from a clients point of view, wich should be Autogermanas' first priority - Their Clients), she was always on top of her game, always in contact with her clients, she always answered the phone with a smile and in the best attitude to help. I speak for a LOT of people (who are clients of Autogermana), and this is by far the biggest dissapointment and mistake they could of made. Since they fired her, my overall experience has been completely NEGATIVE. Reachability - NEGATIVE. Return Process - NEGATIVE. Issue Resolution - NEGATIVE NEGATIVE NEGATIVE. Friendliness - NEGATIVE. Service Knowledge - JA! MORE THAN NEGATIVE. My car has been under experimental evaluations for over a year, in and out of service; not to mention how many parts have been replaced (and none of the replacements has resolved the issues). The people working in service need to go back to mech school and have an ardous trainning from you. The rear camera of my vehicle hasn't worked well for about 6 months now, supposedly they have replaced the camera with all the wireing (if so), how is it possible that the camera does not work, the resolution is terrible and the camera looses all it's purpose and all it's value if it doesn't work properly.

    This has been complain after complain; and I'm sick of dealing with the ineptitudes and lack of professionalism and knowledge.

    I am a very dissapointed customer..need to say more?

    Autogermana - PR 6/16/10 7:20AM

  • BMW Customer service is the worst in the business.

    Anonymous 6/14/10 7:08AM

  • I live in Champaign Lllinois and the local BMW dealer TWIN CITY BMW located in Savoy IL. is just pathetic when it comes to service, I will drive 50 miles to Bloomington Illinois for service, seems the service manager at TWIN CITY BMW can't spell warranty coverage, so if you plan on purchasing a NEW OR PRE-OWNED BMW ,plan on driving out of town for service.

    Anonymous 6/8/10 5:33PM

  • I agree with the dissatisfied customer from Century BMW in Greenville, SC. I have had one bad experience after another with the service department. It is most embarrassing that they are located so close to the plant where some of their cars are produced.

    Century Should be Embarrassed 6/2/10 1:13PM

  • I've owed 2 x-5's the latest an 08 4.8i. the suv stops on a dime and is very fun to drive. the service center is terrible though. I can't believe they are in business. they couldn't make a shoe stink never mind work on a 80k car. New Country motors in Hartford CT. shame shame shame the worst in the business

    Domination 5/20/10 3:04PM

  • Century BMW in Greeville SC should not be in business post sell as their service dept is worthless. Why manf the vehicles in the upstate when you do not have the competence or resources to support the area? Sad that two friends (retired doctor and lawyer) of mine have had to go to other BMW dealers (Athens which is out of their way) to purchase and service their vehicles. I do not even want my two BMWs due to lack of service at this point. Get it together Mr. Poole or listen to the whooshing sound as people leaving your establishment due to lack of customer service.

    Dissatisfied Cust 5/19/10 7:17AM

  • Last week I returned my lease car to Towne BMW. I had complied with all aspects of the lease agreement, having the "independent" inspector come and look at the car. The inspector gave the car a totally clear report. Since I turned the car in a month early there was still one payment due on the lease. When I went to the website to make the final payment there was an additional charge of $400.00 tacked on for body damage. The car didn't have a scratch on it when I turned it in. Needless to say I was livid. I contacted my sales person and he instructed me to email a copy of the clean report to him. Several days passed and I received an "updated report" in the mail from BMW Financial Services indicating that their quality control department had found damage on the car. Since my salesperson had been of no help (I wasn't getting another BMW) I decided to contact BMW directly. After a brief conversation with a rep, he agreed to reverse the charges.
    The point here is that many of us might just pay the charge and forget about it. Great way of enhancing revenue from a customer who chose to go elsewhere. I loved the BMW, but in this economy I needed to find less expensive transportation, UNTIL I could afford another BMW. These jokers at Towne BMW have just alienated a potential returning customer for life. My next BMW will NOT come from Towne BMW.

    MBristol 5/7/10 7:51AM

  • I just used this number and got through to a "live" person, but the conversion was totally worthless, I'm not sure what customer relations actually does at BMW. Interesting experience, I think I'll try another make for my next vehicle.

    Anonymous 5/6/10 4:09PM

  • i took my 750il to towne bmw in buffalo back in april 21,2009 . for sevice . and the car still thier till noooooow. it's been a year. not only i can't get a hold of service guy (adam). no one else know anything about my car. i can't believe that no one noticed that car sitting in the service lot for one year and not do nothing about it even the owner of that dealership? woooooooooooooooow. well i hope bmw usa would do somthing.

    samy 4/24/10 5:00PM

  • BMW Financial provides really horrible services. They cannot even do the math to calculate the months I need to pay for my pre-owned certified car. After three years has gone I was added a double charge on my bill because they forgot to add charges in the beginning of the lease. They are seriously the most stupidest bunch of retards ever. Never doing business with them again. I lease the car at BMW of Manhattan btw. Horrible customer service as well. I can't get through with the representatives. All they do is transfer my calls because none of them can help me with any of my problems. Seriously, I will never lease or even purchase another BMW again with this horrible service. I don't care how good the car is but if the service is horrible then the car is not even worth it. Never doing business again.

    Anonymous 4/11/10 2:14AM

  • I own a 2006 K1200R that I bought with 5,000 miles on it in Feb 2007. It is slightly out of warranty on time, but not miles. I have owned many bikes, but this BMW has been head and shoulders above all the others. It has been a wonderful machine. I have serviced it regularly, annual services, truly treated it like a baby.

    A couple of months ago, on a trip home to Fort Worth, Texas, from Montreal, Canada, the gas gauge stopped working and the check engine light came on. It was close to winter, so I finally got in the shop last week. Paid $500 for a full service and they wanted an extra $350 to replace the bad fuel sensor. After paying the $500 I drove off with the check engine light still flashing.

    After talking to many customer service specialists this week, I have learned that the fuel sensor in the K1200R (part #16147675547) is the same exact fuel sensor that is a known defective part in the R1200GS.

    Customer service told me that not enough K1200R owners have encountered this problem (which is opposed to what I find in online forums). Logic says that the GS has sold 50x more than the KR so of course the number of problems would be smaller. Customer service did not care about that.

    One Customer Service Supervisor, Cody, told me, "well, the bike has 34,000 miles on it, what do you expect?" I almost fell out of my chair...I have honestly expected to ride this bike to 100,000 miles and beyond. I said I expected that BMW would cover the engineer who designed a part that would be eroded by the fluid it was meant to measure. He didn't get it.

    I have put a lot of money into my motorcycle, and I do not regret a cent. I happily pay for any wear-and-tear issues or problems that I have caused. But this is an engineering defect that I simply don't think I should have to pay for....especially since if I owned a 2006 R1200GS with the same problem I could bring it into the shop and have it fixed free of charge. If someone can help me understand that logic, I'd appreciate it.

    Today I spoke with Beth Robbins, another BMW Customer Service manager (phone: 614-718-6157), who said blunty that they stand by their decision and they will not fix my KR. When I asked to speak with her supervisor, she said 'there is no one else you can talk to....it's final.'

    I am amazed. Even Harley stands behind their product and treats their customers better. If anyone can provide contact information for someone in BMW leadership, I would love to speak with them. BMW could learn from Toyota when it comes to handling quality issues in a way that makes their customers come back. This customer may never come back.

    Anonymous 4/8/10 10:09AM

  • I bought a brand new 2009 BMW K-1300 GT the 13th of March. At 50 miles the engine made a horrible noise while engine breaking between the rpm range of 1600 to 2300 rpm. Called the dealer several times took the bike to them for test ride. They agreed something is wrong and told me to drive the bike home 150 miles to make an appointment. Asked for a loaner bike they said no. They have the bike last 10 days and so far they drained the oil,took the side case off, looked at the clutch and had to call BMW for every move they make on it in order to get paid for their warrenty work. I have never been treated like this at any other dealership. I should have bought a Jap bike and spent about 8000.00 less. Very Very Dis-satisfied. My friends liked the bike when they saw it but after me telling them the problems I have been having they will not even consider buying one now!

    Anonymous 4/5/10 10:05AM

  • I am currently leasing a 328i sedan with el42 Turanza tires. For over a year now I have been experiencing excruciatingly loud tire noise coming from my vehicle. I approached BMW about this approximately a year and a half into my lease and they said it was "normal". In the last six months or so the noise has become unbearable and deafening and once again I approached BMW approximately 6 months ago and their answer this time was that I have to replace tires and that "oh and by the way there was an advisory released about these tires that if you complained about them before 32,000 kms that BMW would replace them free of charge". I find this ludicrous and unacceptable. Why wasn't this advisory communicated to all the affected vehicle owners ? I have had to deal with this painfully loud tire noise well before 32,000 km and now I'm faced with replacing potentially all of my tires out of my pocket. I fear that the damage it is causing my ears is irreversible and I am dealing with pain in my ears on a daily basis. Besides the health concerns I am having, I feel that BMW of Canada has failed to provide the customer service attributable to a luxury automobile maker and as well they have failed to own up to a known issue and communicating and resolving it for their customers. I have two work colleagues who drive the same make/model of BMW and tires and have experienced the same issue. I have done research on the internet and there are a vast number of customers who have complained about this issue with the tire noise on this vehicle. I have driven many different vehicles in my lifetime - Japanese, North American, European and none of them have ever exuded such tire noise - regardless of the make/model of the tires and whether they needed replacing or not. In any case, as my lease is ending in the next few months, I would like to see myself getting into another BMW vehicle. However, at this point I don't feel I have been treated fairly in this scenario and faced with replacing tires does not make that option more desirable for me and quite frankly I feel that I would be more inclined to get into another type of vehicle.

    Anonymous 3/10/10 2:05PM

  • i owned 2 bmw till now and this is the last time i buy a bmw because of the service and part shop .as i go to the part shop they give me an extreme overpricing so i tell them i've been told that this part is for less then they will say the correct price or little overpriced but always with the words "only for you"this experience was in "bassoul & hneine" lebanon beirut exclusive bmw importers

    boubou 2/28/10 4:28PM

  • I am outraged with this organization. I purchased a certified pre-owned vehicle in April 2005. I told the sales representative that I would only purchase the vehicle if I could get a warranty plan with it that would last as long as the 60 month note. I was trying to avoid a car payment and a big repair bill in the same month.

    I knew I would not exceed the 100,000 mileage due to the close proximity of my job. My only concern was the length of the warranty. He sold me a 100,000/72 month extended warranty. I took it in for service this Monday (2/1/10) and the dealership is trying to charge me $2500.00 because they say it is out of warranty. I am being told that the 72 month period actually started when the vehicle was originally retailed which was November 2003. That is OUTRAGEOUS!!! Why the hell would I purchase an extended warranty from the time I didn't even own the vehicle. This is ludicrous. The salesman committed fraud and all their customer service can say is sorry about that. I will NEVER purchase a BMW again. I have consistently experienced bad service from them. Stay away from the Silver Spring dealership, their service is horrible. In fact, I'd stay away from BMW altogether. I had no idea they had such negative PR on the internet until I started researching them.

    midaeric 2/8/10 2:36PM

  • I have a 2004 530i that I purchased as a pre-owned certified. The car was dirty both inside and out but I was told that it would be fully detailed and was given a loaner car right after signing my papers. Close to a week later I was told that I could pick up my car. To my surprise the car had not been touched detail wise but instead had a bunch of warranty work done to it (brake pads, tires, etc...) I then found out that my car had just been driven on the lot and had never been looked over (mechanically) at the time of purchase. The Pre-Owned inspection had not even taken place until after I purchased it. I have owned my car since 6/07 and have had it in the shop for months out of this time period. I have had transmission glitches for the past year but when I take it into the shop they cannot duplicate. I am now to the point that I video tape occurences and take photos of the error codes that show up on my Idrive. I recently had it towed because it wouldn't transfer out of 1st gear and I had a Transmission Fault error show up (that I took a picture of). I towed it to Lou Bachrodts in Rockford, Illinois to have them tell me that I needed a battery for $429.00 and starter (warranty) both in which seemed fine when it left the house. When I asked about the transmission I was told that nothing could be done until the parts came in on Monday morning and was installed. By noon Monday I received a call stating that my car was done... I thought wow 3-4hrs to fix a transmission, put in a battery, and a starter? During my conversation the transmission was never mentioned prompting me to ask the ridiculous question: WHAT ABOUT THE TRANSMISSION THAT I BROUGHT IT IN FOR? Answer: We didn't find anything!!!!!!!!!! Just to recap... My transmission occasionally delays shifting for the past year, I drove my car home in 1st gear for several miles (full of groceries) with a Transmission Fault warning on my Idrive (picture taken) and within 3 hours they determine nothing is wrong. Well after a colorful conversation (one that I'm not proud of) I was told to call BMW directly, so I did! I told them the problems that I've had and the service I received from the incompentent staff at Lou Bachrodts, I've yet to hear back! Now here it a few weeks later and I have a ABS malfuntion light on, a Right front parking lamp malfuntion, and a rear seat heater. My warranty is up next month and I'm at my witts end with this car. Does anyone else have such frequent issues? Now, I have had a range of issues from petty to big problems but nonetheless they are issues that have kept my car in the shop alot. I purchased a BMW thinking that it was a good reliable vehicle that one could easily get 100,000 + mileage out of without major occurences. I'm not even there yet and have had a slew of problems, I no longer know what to do! I can't help to wonder if my car would have passed a Pre-Owned inspection before I purchased it? Did I inherit someone's lemon that BMW led me to believe was safe?

    Anonymous 1/4/10 4:48PM

  • The person earlier said it all: BMW Vehicles = Ultimate Driving Machine; BMW Service = Ultimate Tragedy.

    Take a perfectly normal working car to Stevens Creek BMW in San Jose, CA and they will find 50 issues with it and stick you with a 5000$ bill. To top it all get a nice tasting of rudeness, arrogance, delay, jerkness and a whole lot more.

    Yes, the car is a nice driving machine, but not worth it for all the after effects. Dont buy from Stevens Creek and stay away from dealership based service stations!

    CliffM 11/30/09 3:56PM

  • I purchased a 335i in September 2006 and in terms of reliability this is by far the worst car that I have owned. It is of no use to me that when the engine decides to run normal I can have lots of fun driving this car because I'm always wondering when the damn thing is going to fail again. Ever since I purchased the vehicle I noticed problems with the car having an extremely long crank time to start. Then when it started up there has always been a strange rattling noise coming from the engine compartment. I know for a fact that these issues are not normal because I am not the only one on my block with a bimmer yet I am the only one experiencing these difficulties. So when I would make a special trip to the dealer they of course would just blow me off by saying that it was normal for the car and anything I noticed was probably a result of the car being cold overnight and needing a few minutes to warm up (by the way, I live in San Diego and the car stays in a garage). After numerous failed attempts I got tired of making the drive to the dealership only to be shot down by rude service advisors who are always more interested in getting their oil change appointments out of the way and making me feel like an idiot when I question why my engine burns oil and I have to put in a quart of oil every 4-6 weeks (which I have NEVER had to do to any other new vehicle I have owned). I decided that maybe I was an idiot for thinking a car can't make funny noises and instead put up with the embarrassingly long crank times, the engine rattling and the oil burning since it was getting no attention from the "professional" service advisors. However, the last straw was a few months ago when I was driving up the I-5 Freeway and the stupid thing just lost all power and stalled...not just bogged down...I'm talking about the car going from 75 mph on the freeway to the engine violently rattling and strange exhaust sound and the car shutting off and me losing my power steering. Luckily I was on the first lane getting ready to exit so it wasn't too much of a hard time to pull over, but still something that I think could have been avoided should the service advisors done their job to begin with instead of blowing me off. So when I call them expecting some sort of support, all I get is "if the engine starts and the engine light that comes on is yellow then it is safe to drive in". Easy for them to say since they're not the ones stalling out on a busy freeway. Once again, they blew me off and ignored any suggestion that I made when giving my opinion that it could be the high pressure pump that all the online forums discuss (I guess by now I shouldn't have expected anything different). Instead, they said that the car computer needed to be reset and needed an update. I'll agree that the engine was running normal for a while, but the car has never been the same. And the long crank, rattling and oil burning have never gone away. And now, just today as a matter of fact, while I am visiting in Phoenix the stupid car does it again....Driving on the highway and BAM...Engine light comes on followed by violent engine shaking and major loss of power. The car did not turn off this time but the accelerator pedal was completely unresponsive and there was almost a complete loss of RPM's. I am completely fed up with having to make a monthly payment for a car that I hate, having to deal with crappy service advisors who have probably never worked on a car, and more than anything having to drive around with the thoughts in the back of my mind that this thing can leave me stranded at any time! Oh and by the way, don't even get me started on the run flat tires that only last 15k miles before showing bad signs of wear...by far this is the worst car I have ever owned in terms of reliability.I am now stuck in Phoenix for as long as it takes the dealership to correct this problem and I would hope that they don’t charge me since this exact same problem has already been worked on.

    Anonymous 11/15/09 5:20PM

  • worst experiance ever with my 335i which still is not resolved. don't buy, go to lexus or mercedes.

    Anonymous 11/11/09 10:55AM

  • Beware Habberstad BMW!

    I gave them a $500 deposit to locate a 3 series manual transmission for me, on the condition that it would be refunded if a car was not located.

    To make a long story short, tthey did not locate a car and refuse to refund my deposit! The sales guy wont even return my calls. Trully unbelievable.

    I wound up getting the car at a competing dealership with no issues.

    Dmotion 11/9/09 3:29PM

  • I purchased a bmw Z4 premium selection from the belux website without seeing the car because I trusted the brand BMW. When recieving the car an absolute nightmare started for me, the car smelled like a cigarette ash tray when turning on the airco, there was a hole in convertible roof, there were scratches on the interiour, there was a heavy form of oxidation on the wheels and in the engine, ... I immediatly reacted on this and gave the car back asking my money back or trade it for a good one. BMW said, you recieved the keys so its not our problem. I have been fighting them in court for over 6 months now and spending thousands of Euro's on legal fees. I hope this message can be a warning for all of you...

    Joris 11/9/09 2:27PM

  • A complete mistake. Misleading advertisement of Certified Pre-Owned Car. I purchase the car under the impression that the car was certified and it wasn't. On top of that the car jerks back and forth when idle along with some kind of grinding noise when I turn corners. I took it in and the problem is still there. Hate the car. What a BIG MISTAKE. BMW will never get any of my business again!

    cdtorrance 11/4/09 4:09PM

  • Tom Williams BMW's service is HORRIBLE from the girl who answers the phone to the GM of Tom Williams. Do not buy a vehicle from this place unless you have plenty of time to spend in the service center and have no where to go because you will not be driving your car much. My car has been in the service center for over half of the time I have had it!!!!!

    2004 645ci 11/4/09 1:37PM

  • I leased my second BMW from this dealership. Since I was dropping off my old car (in perfect condition) and picking up my new lease I was told not to worry about the inspection for damages. I have now received a bill for over $2,000 including damage fees for damage that was not there.
    I am reporting them to everyone!

    KG 10/26/09 5:40PM

  • The windscreen wipers failed on my 2007 BMW 525. I was stuck in the rain on the M4. When I called BMW assist They told me this is a NONE CRITICAL part and that they would only tow me to the nearest BMW dealer and I would have to make my own way home. I asked for a loan car, but was told as the part was none critical it was not covered for a loan car. I will never purchase another BMW again. When I had a Jaguar the customer service was much better

    Trackman 10/24/09 10:42AM

  • I’ve owned 3 Bmw’s and have been overly pleased with the quality of the car. My latest car a new 335i was giving me this screechy, grinding sound when I would go forward. The dealer has had the car 3 times for a total of a months time and the car still makes the noise. After the last service I got the usual e-mail inquiry about my service. I clicked I wanted to speak to someone not only at my dealer but also at BMW about it. A week went by and then I got an e-mail addressed to my Step dad (also has a BMW) about the issue. I wrote back letting them know it was me not him having the issue. I then received email from the Service manager also addressed to my step dad regarding my car. I also sent him a message with the same information. Since that first email I have yet to hear from BMW and I’m upset about the car. I spent 50 K and the car sounds horrible. I’m embarrassed to drive it sometimes especially when someone says to me “Isn’t that a new car?” I have had a few test drives of Audi’s and will be switching very soon. BMW doesn’t care about its customers, it only cares about money.

    dantheman9922 10/21/09 6:57AM

  • Never go to BMW of Fremont for service unless you have plenty of time to deal with those unprofessional so called highly trained personnel.

    Brought the car in for replacing a defective cup holder in July 2009. Cup holder is replaced but the vent was badly scratched and damaged around the screw area because their highly trained technician doesn't know how to remove a screw. File in a bad service survey. Follow up by the service manager and was told that they will replace the vent once they got the parts in. After one month, service manager (Don Battle) called and schedule an appointment for replacing the vent. Dropped in at 9.30 AM and was told to wait for 4 hours becuase they have other customer ahead of me. Left the place and contact the service manager to define the meaning of appointment. Service manager apologize and assigned a service personnel to personally handle my case and get it resolve.Dropped in again at 9 AM next week and this time i was told that they had order the wrong vent and i have to wait and reschedule until they get the parts in again.Complained to service manager again but never get a response back anymore.

    Basically, you might have to drop in 3 times and wait 2 months in order to replace a 15 minutes vent which their highly trained personnel damage. I still havent got the vent replace because i'm sick of their so call "dedication to get it right the first time".

    Z4 10/15/09 12:47AM

  • Dear BMW Customer Service

    Though I;m a huge fan of BMW and I'm fond of 2003 X5, I recently had the worst experience ever in the BMW Garage in Beirut Lebanon.
    After agreeing on conducting a Revision on my car and not doing anything additional without my approval on the cost, they simply went on and did work worth 150% of the agreed cost...without informing me, then after long discussion one suggestion was to remove the parts they added... can;t believe it... anyway and since i didn;t accept to pay any additional amounts they released my car with a receipt and said they will contac me later for the invoice, which i insist on not paying on behalf of someone else's mistake...
    The surprise was that when receiving the car it was nt cleaned ... there was an alert of "check engine soon" that they didn't check...
    I learned my lesson and will never visit the BMW-Bassoul Hneine garage ever again...

    Anonymous 10/2/09 12:44AM

  • I recently bought a BMW from David Aviles at Russel BMW in Baltimore, MD www.russelbmw.com and would like to educate others about my experience so that they don't have to endure what I've gone through. Not only does David Aviles NOT know the product he sells the customer service is non existent. Once the sale is complete and they have your money they forget you bought a car from them and are a customer. This explains why the Better Business Bureau has given the Russel Automative Group an F rating - the worst you can get. Don't take my word for it, check it out yourself before you consider buying from Russel BMW. Do yourself a favor and purchase your BMW from one of the other MD dealers.

    Frustrated BMW Owner 9/29/09 7:34AM

  • After waiting for a suitable time to bring my 2005 5 series to BMW of Fairfax the technician could not even solve a simple squeaking brake problem. Furthermore, I had to stand in the service facility for about an hour as the advisor was busy with one other customer and all of his paperwork. Having owned BMW's for 19 years now, this is my last one. My Infiniti and Porsche service are 100 times better.

    mofares 9/23/09 9:11AM

  • I am still trying to return a bmw at the end of lease. after calling two different dealers and getting no return calls I feel like putting the car in the street and letting them pick it up when they feel like it. I have been buying bmw cars for many years but will not any more. Your firm should be giving courses in customer relations. I also tried to get a l week extension on this lease and was turned down. So much for customer loyalty. goodby and good luck.

    Anonymous 9/22/09 10:42AM

  • I am a 20+ year customer of BMW Honolulu. I purchased my 4th BMW and picked it up in June on their European delivery program. It brokedown within the first couple of hours on the autobahn. TOTAL ENGINE FAILURE. My call to the roadside assistance service that comes with the car was a huge joke. After an hour of being hung up on, rerouted etc..I was finally told I would be given a rental car. It was not a BMW. Needless to say, I did not get my BMW driving experience. They have the worst customer service of any company I have ever dealt with. I have been put off, given the runaround, passed around by BMW Honolulu and BMW North America just as I was in Munich when the car broke down. They have put me through months of hell. I have never been treated like this by any other company. I will NEVER buy another BMW and I will keep fighting to get my money back. They have the absolute worst customer service and they do not stand behind their product. Shame, shame on them.

    Totally Fed Up 9/19/09 6:40PM

  • Customer Service at BMW is a joke. I had a problem with my MINI at the Hilton Head dealership because they kept my car hostage for 20 days after a tow truck driver damaged it and the driver would not accept responsiblity (big surprise). I called BMW customer service and asked how could I get my car back while the dealership hashed it out with the tow truck company. Ronald, a supervisor at Customer Service feigned interest for five minutes. He did nothing and would not answer any further phone calls or messages. Absolutely useless. Dealership finally released my car after three weeks and then called to ask if I had a pleasant experience with them. Sure, if you like not having a car for three weeks for no reason except stupidity, apathy, and pandering. Pitiful support.

    JD 9/15/09 10:16AM

  • This review is actually for BMW Customer Relations. One word describes it - HORRIBLE. Rude and condescending. I bought a new 2009 X5 in Feb 2009. Ever since I have got it, its been plagued with rattles and squeaks. You pay big money for a luxury car and this luxury car squeaked more than a used economy car. Obviously I took it to the dealer (Princeton BMW). It has been in the shop 3 times. Still no resolution. The dealer is trying his best to fix it. Last time it was in the shop, the dealer ordered some parts. After 5 weeks the parts had not arrived. I called BMW customer relations to have them expedite the process. After all, they had manufactured a defective car, I had paid good money for it and for more than 6 months I was driving around in a cheap feeling car. Surely they can speed things up. I spoke with a "case manager" by the name of Stefan. He pretty much asked me sarcastically - "What do you want me to do? The dealer has already ordered the parts for you". Sure, I said, but shouldn't there be some urgency on BMW's part to speed the process? To which, he simply said he could not do anything. I inquired how long would I have to wait. He said as long as it takes and that cannot do anything about it. Just total lack of understanding and a whole lot of indifference. Pathetic. This will be my first and last BMW.

    Anonymous 9/9/09 2:09PM

  • ....i have owned bmw's over 30yrs. bought a 2008 535 from san francisco bmw. slick contract salesman suggested taking extra guarantee $2480 plus interest to increase coverage from 50,000 miles to 100,000. when we got readable copy of extra guarantee it excluded ALL mechanical problems. BMW refused to cancell/refund. they have stolen $2480 from their own customer. I got rid of bmw forever now drive new LEXUS... jimjim

    jimjim 8/18/09 10:09AM

  • ...BMW of san francisco lies when they sell you the extended service contract, they ripped me off for $2480.00 and would not cancel and refund when I discovered the fraud. It covers nothing mechanical that fails. They lost this 30yr bmw customer. I will have nothing to do with liars and crooks. Got rid of the 2008 535i after 1 year, now driving 2009 Lexus...

    jim Browne 8/14/09 2:11PM

  • When you purchase a BMW vehicle, they say "Welcome to the BMW family". Let me tell you this, BMW does not care about their family. Owning a BMW is not what its made up to be. This is my biggest purchase besides from my home and the WORST experience ever. I put 900 miles on a 2009 X5 before the engine light came on. BMW of Stevens Creek is trying to fix the vehicle for the third time and its been 35 days and counting. I've complained to BMW of North America and requested for a new car. They are always waiting for status updates from either the service department, NJ, or someone else. The most common status update I receive is "we have left messages and are awaiting a call back". The process is just convoluted! Its bad enough that they manufacture defective cars. However, it should not take the company more than 1 month to say sorry and give you a new and working vehicle. Are the horror stories you hear about BMW are true!

    davidn 6/23/09 2:53PM

  • I was treated with the upmost disrespect at the BMW located in Suitland Maryland. In fact,a sales manager called the police because I spoke my mind after he called me a"liar" in front of other customers and employees. His arrogant and haughty attiude assured me that I will never return to this store. And I will share this horrific experience with all. Also, I was told by one of the employees ther that this man has a history of confrontations with customers.

    minor 5/26/09 5:57AM

  • My dream car was always a BMW. I was finally able to purchase one this past January 2009. Now, since i've gotten the car, i've been in a never-ending nightmare. Do NOT ever buy a car from Steve Thomas BMW of Camarillo, CA. The customer service is HORRIBLE. They are idiotic and rude people!!!

    fed_up 4/1/09 2:36PM

  • My 1972 2002tii BMW was the greatest car ever. I got great service at Heishmann BMW in Arlington VA. I kept the car for over 12 years and sold it to my service guy. It's been all downhill since then. After two other BMWs, never again, especially because of poor service.

    My octogenerian Mother bought a dysfunctional station wagon from BMW several years ago. She drives it daily, but her battery still died. Because BMW failed to tighten the screws in a replacement battery, she got stuck two years ago in Vermont 500 miles from home without a car. The warranty attests that the costs of a rental car are covered under those circumstances. BMW has failed even to respond to repeated written requests to honor its warranty.

    Res ipsa loquitor.

    discusted 2/17/09 6:12AM

  • BMW Vehicles = Ultimate Driving Machine; BMW Service = Ultimate Tragedy. Experience with BMW service is something to be missed.

    Rude treatment and amazing arrogance. I was actually told that when I received a survey regarding the service on my vehicle I had better give high marks or it would be a bad reflection on me as a customer and it would be kept on file - Amazing. I left voice mails for folks at BMW to ask why they have such a policy and no phone calls were returned. I guess that says it all.

    Jeff 2/15/09 1:20AM

  • Service was exceptionally unhelpful in my case.

    Here is the issue. I have a BMW540i in the shop at a BMW dealership. Symptoms are vibration under acceleration and deceleration. Dealer has informed me that the drive shaft needs to be replaced, for about $1,500. I have rebuilt cars in my life. I have disassembled and assembled driveshafts and associated joints. I do not believe the the typical 3 inch or so tubular steel shafts can change to cause the problem cited.

    I wanted to run it by some technical customer service to see if this passes the sanity test. In my opinion it does not.

    If a bad drive shaft was in fact the problem, then this would be reason enough to never buy another BMW (I own two of them currently, as I am sure your records will show).

    Sal Mastroianni 2/4/09 9:05AM

  • Pls don't not use tom williams bmw in irondale, al. Their customer service skills sucks and they are very rude. Also 2 add do not request for this person by the name of shannon to help u with anything. Thanks 4 the worst service in the world. Pls do not buy a bmw. Fyi

    mrs. butler 1/30/09 3:01PM

  • If you get a warranty from BMW you, better make sure you have service person who knows what they are talking about. I bought a battery in May of 2007 and JUST because I drive MY 530i once or twice a week they will not cover my warranty for anther dead battery, why, because its for lack of useage, people drive your BMWs everyday and watch the value of your car go down. I got my car from Kelly BMW Columbus Ohio. ps the the service person treated me like shi* when I calld

    T 1/23/09 2:19PM

  • Submit your comment >>
  • BMW Customer Service has always taken great care of me. Just had the pleasure of speaking to Maria and she bent over backwards to be of assistance. Was a pleasure to talk with her and she answered all my questions quickly and efficiently.

    Steve61861 6/18/10 6:04PM

  • I purchased a BMW 1 Series Convertible in September 2009, and was very excited as this was my first ever soft top, It has now been back to the dealership for on going engine problems, (ie feels like petrol starvation), somtimes the windows comedown slightly after you have locked it on there own (which could lead to theft of the car,)to cap it all in the cold snap that we experienced Jan + Feb I could not get into the car because the door windows had froze to the canvas hood, (as you know the window has to drop before the door can be opened) and being scared of breaking the window I left it and had to make my own way home on two occasions, surely this sort of problem must have been tested for in the design of the car before it was released?
    My car has to go in again to be (as they say reprogrammed) which may take two days to complete, and to top it all you are going to charge me £15.00 for a courtesy car when the problem is in your court.
    before I bought the car I read in a magazine on BMW cars hosted by non other than Jeremy Clarkson, who called the BMW 1 series; "The runt of the fleet" but I took a gamble and bought the car, but then again what does he know about cars!!!!
    I would appreciate your comments.

    Brigitte 4/16/10 10:16AM

  • Well I shocked. I've purchased 4 BMW's from Russel BMW and have nothing but great service and excellent customer support. Whole I realize that you can't please everyone all of the time, Russel BMW certainly has pleased us to no end over the past 10 years. Sorry others haven't been as successful as we have been. Maybe you should consider looking at what you may have done or not done to make your experience either pleasant or unpleasant.

    Taz 3/31/10 5:03PM

  • On Sun. Aug. 30, 2009, my small comunity of Whispering Pines,13 miles n/e of Payson, Az. was being evacuated due to a forest fire, the Water Wheel Fire. We had no electricy, phone or cell phone service. I had never used my BMW emergency satelite service. In desperation, I used it that day. A very calm and kind gentleman named Patrick, answered, and placed a call to each of my two daughters in the Phoenix area so I could tell them what was happening. Thank you! Patrick, you and BMW were a life saver!

    Paula Arellano 9/16/09 2:06AM

  • We have just recently moved to SC from NY and the customer service at the Hilton Head BMW is great they are nice and answer all of my questions until I started having problems with the care 2 days after it was serviced. The BMW in Buffalo, NY is the best one anytime there was a problem with the car they took care of it no problems at all, they cut me deals and if something happened after I just had an oil change or it serviced they looked into the problem free of charge. They also painted in some chips that were on the car for free too. They are the nicest and most trust worthy dealership we have dealt with! Hilton Head...No they replaced our fan blower and battery and now my check engine light is on for some reason and they said it has nothing to do with what they did; I find that hard to believe since it wasn't even out of the shop for 48 hours. We are going to go to the Savannah BMW and I hope we have better luck there otherwise I don't think we will be buying another BMW next year.

    Nicole 3/3/09 10:08AM



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