BMW of Towson

Used cars with faulty parts and terrible customer service Vehicle was purchased on 3/2 during cold weather. Audible vacuum leak was discovered several days later. I rubber hose to the intake manifold was wo Vehicle was purchased on 3/2 during cold weather. Audible vacuum leak was discovered several days later. I rubber hose to the intake manifold was worn and cracked. Noise only audible when windows were rolled down. BMW of Tysons, Bo Brand and Jim Abrecht were completely unhelpful, bordering rude and condescending when discussing replacement of a part that was bad when the car was purchased. I own several BMWs and always will. However, I will never do business with BMW of Towson again. I will advise friends to avoid this dealership and intend to post as many negative online reviews as I can. Additionally, I plan to file complaints with the Better Business Bureau and Maryland State's Attorney. I understand that dealers don't typically fix used car issues once the sale is made. However, as this is a rubber hose, deterioration occurs over time. Also, the crack was not easily seen in in a cursory visual inspection (I have pictures of the failed part). In an effort to resolve the issue, I offered to purchase the part, then to pay half of the labor cost. Both offers were summarily dismissed, again rudely. While the inept team of BMW of Towson employees met (Service Advisor, Service Manager, my Salesperson, Sales Manager and General/Dealer Manager) to discuss the situation, I was asked to wait for approximately two hours. Add this to the 1.5 hour trip each way for me to drive to the dealership, and I wasted a significant portion of my day. The most appalling thing is that the part in question was $34 dollars and required .7 hours of labor (please note that the I ultimately got the part installed by an Exxon mechanics in roughly 10 minutes). Additionally, 3 interior wood trim pieces were cracked at time of purchase. Salesperson took note and included replacement on the "We Owe" document. Dealer only replaced 1 of 3 trim pieces. Deceptive language on the "We Owe" states to replace trim "over the radio". Staff refused to replace other two pieces that were not directly over the radio. The entire staff at BMW of Towson is terrible at customer service and refuses to go out of their way whatsoever to satisfy customers, even when a "mistake" is made on their part. This attitude is pervasive throughout the dealership, and starts with its leadership. BMW of Towson displays systemic poor treatment of customers. More

Service: Jim Gugliette I slammed into a pothole at BWI airport and was running late for a flight. Had to ditch my car in the long term parking lot with a flat tire. Jim as I slammed into a pothole at BWI airport and was running late for a flight. Had to ditch my car in the long term parking lot with a flat tire. Jim assured me to not worry and the car would be ready when I returned. He was right! He towed it out of there and replaced the tire so I didn't have to worry on my vacation. Awesome service! More

Service advisor: Jim Gugliette My experience with BMW Towson has always been fantastic. My most recent visit, when I was facing a pretty major (read $$$) list of repairs, Jim went a My experience with BMW Towson has always been fantastic. My most recent visit, when I was facing a pretty major (read $$$) list of repairs, Jim went above and beyond to not only get the work done in a timely manner (and to the usual excellent standards), but also (without being asked) made an effort to find whatever discounts could apply to make the final bill a little more palatable. He also kept me updated (email and voicemail) throughout the process. It's kind of like a doctor's office - I hope I don't have to go back, but if I had to, BMW Towson is an excellent place for taking care of my car. More

Service with DERRICK EDWARDS This man has amazing customer service skills. He is courteous, helpful, and takes great care of his customers. I forgot to mention kind. He always e This man has amazing customer service skills. He is courteous, helpful, and takes great care of his customers. I forgot to mention kind. He always explains the problem and how it was taken care of. Any dealership will be lucky to have him. I truly hope he stays for many years at Towson BMW. More

Great Service Experiences I own a 2011 BMW X3 xDrive35i - custom ordered the Spring of 2011. Since I took delivery almost 4 years ago, BMW of Towson's Service Center has taken I own a 2011 BMW X3 xDrive35i - custom ordered the Spring of 2011. Since I took delivery almost 4 years ago, BMW of Towson's Service Center has taken care of everything for my vehicle. Mike McCormack has been my advisor for years now and has always made sure everything is taken care of. He is very knowledgeable regarding BMW vehicle repairs & maintenance, taking the time to answer all my questions, and just as important, he is very honest. I've recommended Mike to family that recently purchased a BMW. More

Excellance in Service Representation! Over the past 4+ years in dealing with Towson BMW, one gentlemen in your Service Dept reall stands out as a true caring professional, and that's Jim G Over the past 4+ years in dealing with Towson BMW, one gentlemen in your Service Dept reall stands out as a true caring professional, and that's Jim Gugliette! Jim is a gentlemen who really cares about the overal customer experience you receive and expect from the Top rated BMW dealer in the Baltimore metro area, Townson BMW! Jim is always listening to the customer so as he can help you through the service process and make it as painless as possible! He will always call you to give you a heads up on when your service is about to be completed, explains the service process and what will be done to your vehicle, and how long to expect service to be completed, and when necessary make sure you have a complimentary replacement loaner to use, so you can continue to get to your office and be able to conduct your business at hand! The loaner vechicle enhancement of Towson BMW has been one of the best features you offer for your customers! Jim has proven to be an asset to my always wonderful service experience with Towson BMW, and as far as I'm concerned, a vaulable asset to Towson BMW's success! Regards, Bill Bamonto More

excellent service I took my M3 in for service and Jim Gugliette was the service advisor I work with. He was excellent, he explained everything was very friendly and he I took my M3 in for service and Jim Gugliette was the service advisor I work with. He was excellent, he explained everything was very friendly and helpful. He also had all worked promised completed on time as promised. Great Job Jim, you need more employees like Jim Gigliette!!!! More

Great and Friendly Service Jim Gugliete always greets you with a smile or a funny story. He has been my service advisor for years and is the reason I continue to get my vehicle Jim Gugliete always greets you with a smile or a funny story. He has been my service advisor for years and is the reason I continue to get my vehicle serviced at BMW of Towson. Jim is honest and very knowledgeable when it comes to your vehicle. He takes his time when explaining the work to be performed and keeps you updated with the servicing process. He always makes you feel important, never rushes you and takes the time to answer your questions. He will check with you after the service is completed to ensure you are satisfied and to ensure you have no additional problems/issues. Jim Gugliette is a delight to work with. My family and friends who have met him thinks he's great. TDMT More

Car Purchase I want to take the time to recognize Jeff Beall who was my sales rep throught the purchasing process. He was most engaging and supportive. He wasn't p I want to take the time to recognize Jeff Beall who was my sales rep throught the purchasing process. He was most engaging and supportive. He wasn't pushy and While I am aware that he wants to make a sale, he din't let that goal overrule his desire for me to be satisfied with the product and the price. That has not always been my experience in car purchasing evn with "upper end" vehicles. In short he was the difference in my purchasing my car! More

Best Service Guy I've been taking my BMWs to this dealership for years. Jim Gugliette is awesome and keeps in touch throughout the repair. He explains everything ver I've been taking my BMWs to this dealership for years. Jim Gugliette is awesome and keeps in touch throughout the repair. He explains everything very clearly and makes sure you are at ease before letting you leave. More