Elmhurst BMW - Service Center

Always a great experience whether you’re looking for a new BMW or getting your BMW serviced or you just wanna visit one of the nicest showrooms and waiting areas I’ve been in have a coffee and look at som new BMW or getting your BMW serviced or you just wanna visit one of the nicest showrooms and waiting areas I’ve been in have a coffee and look at some nice cars More

Disappointing Experience with BMW Elmhurst Service Department I want to share my recent frustrating experience with BMW Elmhurst, hoping to bring attention to their service practices and communicat Department I want to share my recent frustrating experience with BMW Elmhurst, hoping to bring attention to their service practices and communication. Background In September, I noticed an unknown issue with my vehicle. The engine light wasn’t on, and no error codes were showing. A friend suggested the battery might be the problem. I took the car to AutoZone, where they tested the battery and alternator and found no issues. Still facing the problem, I brought my car to BMW Elmhurst for a diagnostic—this was the second or third time this year. Since I am not a certified mechanic, I described the issue to their staff member, Chris, as best I could. They provided me with a loaner vehicle and kept my car for five days. When Chris followed up, he stated I needed a battery replacement but didn’t mention any additional issues found during their diagnosis. The Issue After replacing the battery, an ongoing problem persisted. I began experiencing engine overheating, loud fan noise, and issues when accelerating. I called BMW Elmhurst two days later to explain these new symptoms and to ask if they would still be covered under the previous diagnosis. Chris told me I’d have to pay for another diagnosis, which had increased from $235 to $250. I declined. Frustrated, I took my vehicle to H & M Autohaus Inc. in Westchester, where I paid $190 for a diagnostic (credited toward the repair cost). Within 24 hours, Jerry identified the issue: a faulty water pump and temperature sensor. My Concerns While I’m grateful to H & M Autohaus for their expertise, I feel misled and disappointed by BMW Elmhurst’s service. When I called to discuss the situation, the Service Manager Giacomo told me, “You’re confused,” and explained that they don’t perform a full diagnosis but only address the specific issue described when the vehicle is brought in. This contradicts my understanding of what a diagnostic service entails and feels like a poor excuse for their failure to identify the underlying problem. Instead of addressing my concerns, the manager deflected by referencing earlier diagnostics from this year and scenarios about going to the doctor which had no relevance to the current issue. Why This Matters I have spent over $2,000 at BMW Elmhurst in the past and held the staff in high regard. This experience has eroded my trust. I even considered trading in my older vehicle with them, but after this ordeal, I will likely explore the Naperville location instead. Customers rely on dealerships to provide THROUGH, professional service. It’s unprofessional to solely base underlying factors off customer descriptions because no matter what the customer describes we are NOT certified mechanics, as professionals we’re held at a higher standard. They failed to identify critical issues like a failing water pump, especially when another shop could pinpoint the problem so quickly and efficiently. Sincerely, Draua C. More