Sewell BMW MINI of Plano - Service Center

I had such high hopes for this place. I was referred to the Sewell MINI BMW of Plano to get my rearview mirror cover fixed. I first contacted the BMW of North America and received an emai I was referred to the Sewell MINI BMW of Plano to get my rearview mirror cover fixed. I first contacted the BMW of North America and received an email from their executive customer care rep Logan Passera confirming that Plano location received the correct part and all I had to do was go there and get it installed. I was suggested to personally speak with Danny Gallup or Chuong Nguyen. When I arrived on 04/07/22 I asked for Danny or Chong, but they weren’t available and that’s how I met Zuhaib. I showed him an email from Mrs. Passera and invoice for the 2 parts that didn’t work. The parts were ordered by the BMW MINI of Plano back in February when they tried to help another store. However, when I arrived they had no parts Mrs. Passera was talking about so they had to send someone to the European Auto Care store to bring the parts in and verify they didn’t fit. Almost 4 hours later, they were convinced it didn’t work, which I already knew, and I was promised they would order the right one next time. After numerous of texts back and forth pulling answers like teeth, I was told the part was there. But after my 3+ hours at the store Zuhaib said that it was the wrong part again as it didn’t fit. I was told that there were 6 of them but he promised that I wouldn’t have to come 6 times to try each part. He was going to talk to Danny or Chuong and see if they would order all of them to try on the same day. He stated that normally once the request for the part is sent, they get answers within 24 hours. More texts, more chasing for 10 days (I guess it’s 24 hours in the BMW MINI of Plano dimension), I was finally told that they knew for sure which part was needed, but it had to be ordered from Germany and was supposed be delivered on 05/10. Zuhaib offered to try the part first on the similar car at the dealership and if worked, let me know. I received text on May 25 that they got the new part, inspected it and verified “it will fit with the camera on your vehicle”. I drove there again. Only, it didn’t fit. And again I was promised another part. This time it was not coming from Germany, so should’ve been faster. Yet….On June 8 another message arrived that they were checking with the parts director so they could inspect it, and the parts director responded that he was STILL ‘waiting on the updates’. It was 2 months ago and dead silence after that. I guess he is still waiting in August. After all these fiascos, whenever I was there, I still haven’t seen Danny or Choung, my problem is too small for them to grace me with their appearance. Never mind to pressure whoever they need to get this done once and for all! It’s been 5 months since I walked into the Sewell BMW MINI of Plano and I still have nothing. In this day and age they can’t get the right BMW mirror cover? And I have to keep pounding for answers? When you are in the building they are all smiles and promises. Once you walk out, you are yesterday’s snow. This experience made me decide this is the last BMW I am ever going to own. There will be deja vu(s) about this “service” for years to come. Its amazing how one place can do this much damage. More

Don't do it! When this was Classic BMW, the service was great. Now they will not stand behind their product or service agreements. I was told my service was fully When this was Classic BMW, the service was great. Now they will not stand behind their product or service agreements. I was told my service was fully covered when I dropped my 2020 BMW X3M off and then later called that they would have to charge me for all 3 services (oil, xfer case, etc) totaling over $850 even though I was told it was fully covered by BMW service agreement. This was just one issue of many after purchasing this $85K vehicle and adding plenty of extras to have peace of mind. They also declined fixing my paint defects and scratched rims (extra paint and rim coverage). They stated on the paint that the scratch was too deep to buff out. They sold me the plan around $3K to only buff out scratches that anyone can do at home but won't fix a REAL scratch... Many more examples of very subpar service. After I escalated the issue to corporate, they took forever to get responses, so I sold this car and got something else (at a different dealer of course). Shortly after, the service director calls me apologizing for the issues and provides me the opportunity to make it right and they would provide the services for free. I informed him that I already paid for the main service but could not accept his offer as I was so frustrated and out of options that I traded the car in. He apologized profusely and offered to credit me back the service I did pay for. This was several weeks ago and still no credit to my account and requests .for went unanswered. I didn't expect much at that point. Do not trust the service department at all! More

I have purchased two cars from Sewell in the past. Sadly, I don't believe I will ever electively recommend a Sewell dealership. I called for an appointment on 3/4. I was instructed to bring my car 10: Sadly, I don't believe I will ever electively recommend a Sewell dealership. I called for an appointment on 3/4. I was instructed to bring my car 10:00 am on 3/11. It wasn't looked at until 3/14, which is fine due to current staffing issues and spring break in the area. I was there for a parking sensor and hum in AC on my BMW 750Li with 59,000 miles. The following day, 3/15, I was given a report for $14,000.00 in services. I declined these services without a 2nd opinion as I could not understand how a working car could have so much wrong. I notified my agent at 7:15 am on 3/16 that I would be there at 12:00 pm to pick up my car. He confirmed it would be ready. I arrive to pick up at 12:30 pm. My car is not ready, I am told it is still being "worked on." After being told my rep was at lunch and some review with multiple aids, 30 minute go by and the nice customer service agent, Connie B, was no closer to knowing the whereabouts of my car nor what services were or weren't still needed. At 1:15 pm, my rep returns from lunch and tells me the "state inspection" still isn't done. Confused, I explain how I was never getting an inspection done, had (in writing) declined all services, that the state inspection was completed and filed 14 days prior and that I was told 5 hours earlier by BMW that my car would be ready at the pre-discussed time. As a healthcare aid - the patients I was scheduled to see were delayed due to the unforeseen 65 min it took to pick up my pre-arranged car. Following this $214 report - 2 separate auto shops reviewed this location's findings. Neither could justify or comprehend the $14k tag. There was no oil gasket leaking nor collapsed motor pan ($3500). There were no thrust rods leaking ($697). There was no rear differential crack ($1184). No Turbo coolant leaking or Y line "looking like it' may start to leak" direct quote ($3676). And a $530 battery test on a 6 month old battery. The other services, I could have agreed to with the BMW cost inflation was $4413 for a sensor, headlight module, 1 tire, alignment and blower motor housing mesh. I would understand that. I do not know if it was because I was a woman or that I lacked the knowledge that the estimators work off commissions based on services they recommend. After the 2nd and collective 3rd opinion - the services needed for my 58,000 mile BMW was $1,700.00. Seems insulting, embarrassing and diminishing but I suppose next time, my husband should drop off our cars. More

Nick Lotich saved my husband and I from a potentially miserable and long experience with our car. Our car overheated on a Friday evening, the worst time to have car problems, right? We were on hold for a miserable and long experience with our car. Our car overheated on a Friday evening, the worst time to have car problems, right? We were on hold for a very long time with BMW Assist and it was very frustrating and hot outside, so you can imagine how we felt. After we FINALLY hung up with BMW Assist, we prepared ourselves to wait for at least two hours due to the time of day and the day. Nope! Nick Lotich called us within two minutes to say he was five minutes away from us in his tow truck!!!!!!! We thanked him profusely and are forever grateful to him for saving us that day. Because of him, my faith in BMW has been restored :) Please please thank him and keep him happy, BMW Sewell, because he is a thorough gentleman and very professional and efficient!! More