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BMW of Rockville - Service Center
Rockville, MD
597 Reviews
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597 Reviews of BMW of Rockville - Service Center
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May 15, 2018
Scott Cascone showed indifference to my complaint I purchased a BMW Maintenance Program Upgrade Agreement in 2016, during the first week of May 2018, I started experiencing the steering wheel vibrate I purchased a BMW Maintenance Program Upgrade Agreement in 2016, during the first week of May 2018, I started experiencing the steering wheel vibrate when I applied my brakes. I took my car to BMW of Rockville service department and they verified that the vibration was caused by my front brakes, I was told by Ali Souley (service advisor) that my brakes would require “Recommend to cut front brake disc and replace front brake pad”, but that this was not covered under the BMW Maintenance Program Upgrade Agreement. I inquired as to why my brakes were not covered and was told that the pad was 3.6mm and that BMW of Rockville could not fix the issue under my warranty. I expressed my frustration to the service advisor of spending a large amount of money on a Maintenance Agreement just to be told that my brakes would not be covered under my warranty. At that point the service manager Scott Cascone stopped in to explain to me that he could not perform the work under my warranty. I conveyed to him my displeasure of having an issue with my brakes, yet BMW of Rockville refusing to honor my maintenance agreement. Scott Cascone showed indifference to my complaint and I felt mocked when he questioned whether I was going to use social media to communicate my displeasure. I am a first time BMW car owner and am very happy with the car, but unfortunately, the BMW Maintenance Upgrade Agreement makes me feel like I have been duped because everyone agreed that my brakes required work and the warranty agreement states “…Coverage under Program includes: … (b) replacement of the following items due to normal wear and tear beyond the limits listed in the BMW Technical Data Information: brake linings (pads) and rotors, external drive belts,….” but BMW of Rockville refused to honor my maintenance upgrade. I am very dissatisfied with the support provided by BMW of Rockville, the empathy of service manager Scott Cascone, and the inability of BMW to honor the Maintenance Agreement. More
by JLombardi
Employees Worked With
Scott Cascone
March 06, 2018
A disgrace to the BMW brand I am extremely dissatisfied (bordering on outrage) at the smugness, lack of compassion, lack of customer appreciation, and extremely poor customer ser I am extremely dissatisfied (bordering on outrage) at the smugness, lack of compassion, lack of customer appreciation, and extremely poor customer service that I have received at BMW of Rockville. I have been a BMW customer since 2008; I am now in my third consecutive 3-series sedan. I leased my current vehicle from BMW of Rockville in January 2017. The sales/leasing experience was unremarkable; I have no real complaints regarding the selection, the deal I ultimately received, or the way I was treated by the salespeople (including sales managers). However, the BMW of Rockville Service Center is terrible. Aaron Zimmerman took over as Service Manager almost a year ago, and the department has gone severely downhill. For a brand that purports to pride itself on its reputation for providing a luxury experience, BMW of Rockville treats even long-time customers as expendable, fungible commodities. They are appallingly greedy and cheap; they charge for everything, they refuse to offer any free "extras" or make any concessions, even during protracted and expensive service situations. They have strict, draconian policies (e.g., loaner vehicle check-out periods) that Aaron Zimmerman and his flunkies refuse to relax under any circumstances. They don't offer courtesy washes, and won't detail your vehicle even after taking more than a week to perform thousands of dollars' worth of repairs on it. In November 2016, I brought my car in for service at BMW of Rockville, was told that the work had been completed and checked, and was (of course) charged full price for said work...only to have a cavalcade of warning lights bombard me less than a half mile down the road (because the work actually hadn't been finished, much less double-checked/certified). In February 2018, I brought my next car in for necessary repairs, and experienced myriad problems, many of which seemed to stem from Aaron Zimmerman's terrible attitude and disregard for customers like me. One particularly obnoxious example of BMW of Rockville's unreliable and disingenuous practices was the fact that my blue invoice/service record indicated that my car had been washed; I recorded a video right there in the parking lot showing that the car hadn't been washed AT ALL. When I showed the video to my feckless service advisor, he bumbled through some explanation about how they had intended to wash it, but the automated wash was closed due to the weather/temperature. (Which is fine, in principle...but why lie on the invoice to say that it had been done??) I have many more examples of BMW of Rockville Service Center's ineptitude (if not outright incompetence) and of their manager's smug, disrespectful treatment of loyal BMW customers. Suffice it to say that I will endeavor to avoid working with BMW of Rockville for the remainder of my lease, and I intend to never again lease or purchase a BMW due to my recent experience(s) with Aaron Zimmerman. I hope to be able to persuade my friends, colleagues, and professional contacts to boycott BMW of Rockville as well. More
by JeffH
Employees Worked With
Aaron Zimmerman, Aaron Zimmerman
November 06, 2017
Consistent 5-star Service I have been a long-time customer (5 vehicles so far) and I am always happy with my experience. Quick check-in, knowledgeable and accommodating servic I have been a long-time customer (5 vehicles so far) and I am always happy with my experience. Quick check-in, knowledgeable and accommodating service staff, fast and easy access to a loaner car, and timely turnaround on my service. When customer service is this exceptional, it should be shared with others. Thank you BMW of Rockville for making car buying and service a pleasurable experience for the past 17 years. I wouldn't go anywhere else. More
by Lissa Cunningham
Employees Worked With
Essex, Scott Cascone
October 19, 2017
Indifferent to customer problems, even when created by them During service of my lease vehicle, they put an incorrect mileage for my vehicle which corrupted the vehicle history report and flagged the car as out During service of my lease vehicle, they put an incorrect mileage for my vehicle which corrupted the vehicle history report and flagged the car as out-of-warranty despite having many miles and years remaining. The result was that I was unable to trade in the car on purchase of a new vehicle at another dealership. When I tried to get them to help, even to pay the lost lease disposition fee, they brushed me off and literally say "that won't happen" in a terse e-mail. They simply don't care about their customers, unless they can squeeze out another sale. They tried to strong arm me into buying another vehicle from them. I will never use this dealership again and will campaign my friend, colleagues and anyone else to avoid this dealer for sales or service. More
by DontUseBMW-Rockville
Employees Worked With
Dave Jefferson, Scott Cascone
August 14, 2017
BMW Rockville Jack was terrible. Each person I spoke with referred me to Jack as the Director of Service. Jack was hostile and rude. He did not provide any type of Jack was terrible. Each person I spoke with referred me to Jack as the Director of Service. Jack was hostile and rude. He did not provide any type of service for his failing service department. It took many hours and tons of calls to finally get a hold of management and of course Jack was not "in his office". They try to charge thousands for "diagnostics". BMW of Rockville is TERRIBLE. Save your time and go somewhere else. More
by JJeffress
Employees Worked With
Jack Saneman
August 08, 2017
Please avoid this place I stopped by for my BMW accident collision service and they kept my car for three month. They told me to give it to me in three weeks first and then n I stopped by for my BMW accident collision service and they kept my car for three month. They told me to give it to me in three weeks first and then nothing was done. I couldnt take to a different place because they disassemble my car. I had to pay all the rentals for three month calling twice or three times a day to check the status. Sometimes the person who answer the calls are rude. Overall please dont go here. More
by Tesfayye Gari
Employees Worked With
Jack Saneman
May 04, 2017
Horrible customer service. Horrible experience. Make sure not to use D'Angelo Cates as a service adviser. Lack of customer service and hostile attitude towards customers is very Horrible experience. Make sure not to use D'Angelo Cates as a service adviser. Lack of customer service and hostile attitude towards customers is very prominent. Spoke with the Service Director (Jack), he could care less about the issues and would not make any effort to remedy the situation of the nasty attitude from the service adviser. I will not take my car to this dealer service again. I hope BMW corporation learns to take better care of their customers. More
by sergei
Employees Worked With
D'Angelo Cates, Jack Saneman
April 04, 2017
"Execptional Service" I always have superb service whether it's scheduled or not. Joy will always accommodate me on a short notice, provide me with a complimentary loaner, I always have superb service whether it's scheduled or not. Joy will always accommodate me on a short notice, provide me with a complimentary loaner, and (most importantly) keep me in the loop with their communication. My service advisor, Joy Chilcoat, is the best advisor! More
by MaggieR
Employees Worked With
Joy Chilcoat
January 29, 2017
Unprofessional and unethical If you're reading this and considering taking your car to BMW Rockville Service Center, please don't do it. Consider another location, even if it is f If you're reading this and considering taking your car to BMW Rockville Service Center, please don't do it. Consider another location, even if it is further away from you. This is an unethical and unprofessional service center. Scott Cascone said that BMW service surveys are not sent to customers who might provide low ratings. Scott Cascone also said that the cars are not fully and appropriately serviced in cases where they believe the customer might provide low ratings. Yes, you read correctly. I asked to tell me this in writing and he refused for obvious reasons (it's unethical). More
by Mv11c5
Employees Worked With
Scott Cascone
November 16, 2016
FREE LOANER PROMISED BUT DENIED When I asked yesterday for the ‘”courtesy loaner” at BMW of Rockville MD the service advisor said that I did not qualify for one because I lacked co When I asked yesterday for the ‘”courtesy loaner” at BMW of Rockville MD the service advisor said that I did not qualify for one because I lacked collision insurance. I showed him my current State Farm insurance card for my BMW. I explained that any collision damage to their loaner would be covered by that company if caused by others or by VISA if caused by me. However the manager confirmed this was “company policy” even if customers had not been notified of it in advance. Therefore I had to pay Enterprise, which had no problem with my insurance coverage, for a car rental. To add insult to injury, my final bill stated that I had received a “Courtesy BMW loaner car provided by BMW of Rockville (valued at $99.95 per day.)” Really? More
by fully insured
Employees Worked With
D'Angleo Cates
