BMW of Henderson - Service Center

I recently had my car at Desert BMW of Henderson. I have an aftermarket warranty and needed some work done. The work was going to be very expensive and even though the warranty company acknowledged that th an aftermarket warranty and needed some work done. The work was going to be very expensive and even though the warranty company acknowledged that the part wasn't under the EXCLUDED portion and that it would be covered...They didn't want to cover it - go figure! Anyway, it got resolved and here is the letter i wrote to the General Manager of the Dealership. Thanks Desert BMW of Henderson. October 11, 2012 To whom it may concern, I have owned my first BMW for about 2 years now. My BMW is a 2006 750Li. I purchased the vehicle locally and have used your dealership for a couple of small things (a recall and a wiper blade replacement). Until very recently the car has been the very best automobile that I’ve ever owned. I was having an issue with the up/down feature on the steering column. It simply did not work. I took it in to your dealership for repair. That is the simple part of the story. The difficult portion starts back when I purchased the vehicle used from a dealer in town. At the time I purchased an extended warranty from an aftermarket warranty company through the dealership. Obviously nobody wants to purchase a warranty that isn’t backed by the car manufacturer but as much technology that exists in BMW vehicles I thought it best. I haven’t had to use the warranty until the steering column issue. To make this long story as short as possible, the warranty works off of “exclusions” and the steering column WASN’T excluded. The company gave your folks at the dealership a GREAT deal of grief and really didn’t want to pay even though they acknowledged that it wasn’t excluded. I happen to walk in when the various services folks were on the phone with the company. It was a MESS. If not for some pretty great people, I wouldn’t have been able to get the needed work done. In particular I’d like to thank three gentlemen that handled the situation. 1. Scott Jones – Service Advisor 2. Steve Crum – Shop Foreman 3. Matt Hulse – Service and Parts Director I got a rare look at inner-workings of warranty and service. I was there when your guys spent about an hour on the phone trying to help the warranty company understand logic and proper protocol. Without the hard work of these three men, I would have had a HUGE headache, and some extremely costly repairs to deal with. Scott and Matt fought for me. They didn’t have to, but they did. That means a great deal. I’d like to especially thank Matt Hulse for his tenacity. Ultimately he was the person who got it handled. Man, I’m extremely grateful for their hard work. They have earned so much more than just a “good job”. Thank you for your time. More

I will not return to this organization due to the unnecessary rhetoric and run around you get when you try to service your vehicle. When you expect to recieve quaility service as well as pay the pri unnecessary rhetoric and run around you get when you try to service your vehicle. When you expect to recieve quaility service as well as pay the price for quaility service I would expect professional handling by someone motivated to take care of my issue and not recieve scam like communication. More

Took my car to this service department & delt directly with the Service Manager and shop foreman. They resolved the problem my car was having and did the job fast. Taking it to a Dealership you would expe with the Service Manager and shop foreman. They resolved the problem my car was having and did the job fast. Taking it to a Dealership you would expect the price to be crazy, but they tried to work with me the best they could. Except for the price, it was a very good experience! More

I really enjoyed my experience with the service department when I took it in for my used X5 that I had just purchased. I had a few issues that I had discussed with the sales department (Tim) and it department when I took it in for my used X5 that I had just purchased. I had a few issues that I had discussed with the sales department (Tim) and it was handled great! I got a loaner and was in and out within the day. HIGHLY reccommend. More

Took my 03' 325i to get the windows tinted, since they added that to the price of the car when the windows weren't tinted. Picked the car up late that night, and found that the back window and left back w added that to the price of the car when the windows weren't tinted. Picked the car up late that night, and found that the back window and left back window had creases and bubbles in the tint. Also found a pretty bad scratch on the driver's door. Took it in the next day to have it fixed. Had to go to another tinting company and explain it to them. Took a week to get an appointment. Scratch was taken out and side tint replaced, but still not satisfied with the way my car was handled. More