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BMW

Customer Service Ratings and Comments

BMW is ranked #129 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 33.85 out of a possible 200. This score rates BMW customer service and customer support as Disappointing.

NEGATIVE Comments

30 Negative Comments out of 32 Total Comments is 93.75%.

POSITIVE Comments

2 Positive Comments out of 32 Total Comments is 6.25%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • 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

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  • 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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