BMW of Mt. Laurel | Page 25

The vehicle was making a high pitched squealing noise. I looked on the internet and it said it had to do with valve cover 1. Brought car in on Monday, December 14, 2020, said there was a repair with the looked on the internet and it said it had to do with valve cover 1. Brought car in on Monday, December 14, 2020, said there was a repair with the "belt" which was needed despite what I saw on internet. Ok fine, after trying to sell me other repairs and services I paid $900 for this repair. 2. The same exact noise reappeared the very next day. Car was taken in on Tuesday I believe. The mechanic said on video the repair needed related to the "valve cover" and was unsure why the other mechanic said what he said and what I saw on the internet. Ok fine. This repair was about $1,700.00. The car was not done until Friday, December 18, 2020. My initial reaction is that you should not attempt to gouge your customer; the first repair was completely unnecessary. I felt as though when the second repair was needed, BMW should have eaten the $900.00 I already paid. Seems little unfair to me. Some concession was made but I do not feel it adequately addressed BMW's mistake. As the service advisors, Kathy is completely inept. I have had dealings with her in the past and she is completely inept, unresponsive and was in fact absent for 2 days and never followed up or offer any input after she gave an overinflated estimate. Jason was somewhat better than Kathy but I was not completely satisfied. I would suggest more competent technicians and the service advisors taking more of an interest in the customer. Simply because you can charge the customer more money does not mean you should always do so. Jonathan J. Sobel, Esquire More

My car came into your dealership via tow truck for service on Oct 9th to be diagnosed for a non starting issue. I informed the Service advisor Billy Holden that I have a 3rd party warranty (Warranty service on Oct 9th to be diagnosed for a non starting issue. I informed the Service advisor Billy Holden that I have a 3rd party warranty (Warranty Solutions), to which he responded that he already knows how they operate, and they won’t cover XYZ. This already left a bad taste in my mouth considering he’s already assuming, thus setting the stage for a negative outcome. Mr. Holden informed me a few days later that in order to diagnose my car further, the dealership would have to break down the engine and charge $1000 more beyond the standard diagnostic fee. I inquired with Mr. Holden as to whether he called Warranty Solutions to inform them - he continually insited that he deals with different third party warranties and he knows they don't like to pay for diagnosis fees. Again, he assumed the worst and set the stage for more out of pocket expenses. Keep in mind that at the time, my warranty company had yet to be notified by your dealership despite my request to do so before any work on my car took place. I unfortunately had to do a lot of calling on my own to verify coverage, and that contact was being made to Warranty Solutions. There was always conflicting information amongst what Mr. Holden relayed to me, and what was relayed to me by the warranty company. For example, Warranty Solutions provided me with a breakdown of what was covered (all labor and parts), yet there were more labor charges trumped up on your end that Mr. Holden had not forwarded to the warranty company, resulting in significant out of pocket expenses. Mr. Holden kept pushing that the car would probably need a turbo, yet another $3000 out of pocket addition. I explained that the turbo was perfectly fine before, so I don’t see why it would suddenly need a new one when the failure was due to a known issue (timing chain guide). When pushing that expense failed, suddenly I was informed that the vacuum pump that came with the new engine was incorrect and I’d have to pay for a new one, $1500. If the engine and all parts are covered by warranty, why do I have to pay for anything further? I refused this particular repair as well. To make matters worse, I took it upon myself to contact the warranty company again, only to be informed no claims were ever brought forth for the additional alleged faulty parts/labor. Had they been, they would've been covered, saving me out of pocket expenses, and leaving me with an actual running car. I’m quite hesitant to deal with your dealership again, given the dishonest and unethical practices by your employee, Mr. Holden. It’s bad enough that getting in contact with him in a timely manner was difficult, but this has cost me money, and cost you a customer. I was looking forward to purchasing a new vehicle from your dealership as well, but given how service was handled, I’d rather not risk it. I forgave the fact that my car was at your dealership for over two months (Oct 9th to Dec 15th) as I was thankfully provided a loaner. For that, I am grateful. Unfortunately, it took this length of time to find the replacement engine that I was told my car required. The worst part of this experience is that after spending $2869.76, the car still does not run properly, as the check engine light is on, and it stalls at idle. *Update Dec 22 2020* I took my vehicle to an indie shop where they confirmed the shoddy work done by the service department. screws and bolts were missing or left undone. Terrible work which can endanger me. This cannot go on if this is happening to others I will be forwarding my concerns to BMW /NA. I hope you can take heed and improve for future customers, unless there was a reason /bias on why my situation was treated so poorly. More

I have purchase my last 4 cars from this dealer. Donna McLaughlin is the best salesperson and the service department has been top notch too. I always recommend Holman BMW McLaughlin is the best salesperson and the service department has been top notch too. I always recommend Holman BMW More

Wendy’s pro-activeness in contacting us, product knowledge, sharing of personal experiences driving the vehicles, and pointed questions makes her a really great salesperson. The collaboration and co knowledge, sharing of personal experiences driving the vehicles, and pointed questions makes her a really great salesperson. The collaboration and cohesion between Sales, Finance, and Holman Insurance was seamless. WELL DONE AND THANK YOU ALL! More

I purchased Extended warranty for amt $3,624 dollars. I purchased Extended warranty for amt $3,624 dollars. Canceled a month later and cannot get money back. Rip off..stay away! Very Dishonest-Be Aware. I purchased Extended warranty for amt $3,624 dollars. Canceled a month later and cannot get money back. Rip off..stay away! Very Dishonest-Be Aware. Stay away from this dealership. Big Liars! Go to another BMW dealership to purchase EXTENDED WARRANTY!! More

Excellent service and sales force. Always a clean, safe and friendly environment. Everyone treats me as a valued client. Rapid response to questions and requests. and friendly environment. Everyone treats me as a valued client. Rapid response to questions and requests. More

Totally awesome experience from start to finish. Greg Cohen was my salesman, he was great! He is super knowledgeable, very helpful, and made the whole experience really easy. Cohen was my salesman, he was great! He is super knowledgeable, very helpful, and made the whole experience really easy. More

My sales guy Brad was great and made everything simple and easy. Even during COVID, everything went smoothly. I enjoyed my experience and will be back in the future and easy. Even during COVID, everything went smoothly. I enjoyed my experience and will be back in the future More

Our salesman David Schuster was arguably the best we've ever had when buying a car. Truly made buying the car fun, simple and stress free. We were buying a car for our college son as a gift. He made the ever had when buying a car. Truly made buying the car fun, simple and stress free. We were buying a car for our college son as a gift. He made the experience memorable for all. 5 stars out of 5 may not be enough to give him as a review More

Wonderful dealership, great employees. I have never been disappointed with Holman of Mt. Laurel. Best decision I have made. Very professional treats you like family. disappointed with Holman of Mt. Laurel. Best decision I have made. Very professional treats you like family. More