BMW of Catonsville - Service Center

We've purchased our X5 from another state and just moved here in MD. We took it to Russel for an oil change. As expected, they found a bunch problems and recommended costly repairs. Plus since they have rem here in MD. We took it to Russel for an oil change. As expected, they found a bunch problems and recommended costly repairs. Plus since they have removed the steering wheel and not have the parts, they have to keep it for the weekend. We agreed to a have them go ahead with the steering wheel repair since it was gonna be covered by warranty. BUT wait ... there's more ... they said the 'Check engine' and 'check gas cap' lights was showing so that needs fixin' as well. Anyways, they went ahead with the repair and we paid (more that amount they gave on the phone) it with our hard earned money. The 'Check engine' and the 'gas cap' lights showed up again the next day and we've been trying to get hold of them for service and WILL the service adviser hasn't called yet. WILL he call today or WILL he not ... I don't know the answer. We'll just charge it to experience and never return to RUSSELL again. More

After taking my 2009 BMW 335 to Russell for the 4th time in 18 months for service, I picked my car up and noticed that it had extra miles on the odometer. The sat radio was being serviced but the service m in 18 months for service, I picked my car up and noticed that it had extra miles on the odometer. The sat radio was being serviced but the service manager explained that they sometimes need to take the car for ride to ensure all is well. He explained that they had a 3 mile course they follow. The problem, is that my car had 9 extra miles. Looks like they were either joy riding or running errands for the dealership. They had no justification for the additional miles. DO NOT TAKE YOUR CAR THERE since they fail to track how the cars are being driven. In addition, they acted bothered that i even asked the question. Horrible customer service and I'll take my business to another dealership! More

After paying a RIDICULOUS price for new battery ($183 for battery and $210 installation) & tune-up ($25/plug + $85 installation) in Dec., my 2004 X5 (69K well maintained miles) breaks down on me ONE MONTH la battery and $210 installation) & tune-up ($25/plug + $85 installation) in Dec., my 2004 X5 (69K well maintained miles) breaks down on me ONE MONTH later. Defective part is right next to the ($25/per) spark plugs. I'm told the "cyclone seperator" broke and oil spewed all over the sparks plugs, causing engine to stall. Hmmm, coincidence? Probably not. So that repair totals $1,078 ($813 labor + $265 parts) Part of that repair included 2 quarts of motor oil @ $7.35/quart. An hour later the same day I picked it up from Russel, I get an indicator that I'm low on oil. I had to pull over at an auto parts store and add a whole quart of oil! So, even with an elite extended warranty, two trips to this "joint" in one month still cost me $3K out-of-pocket for "German Engineering." Google BMW cyclone seperator. Major defect in '05 & prior vehicles, which BMW discovered after many issues and resolved starting with '06 models. What's even more interesting is the survey the dealer ALWAYS tells you about and begs for "10s" as this is supposedly how they're evaluated and dealt with by BMW. Well, it wasn't mentioned at vehicle pick-up, nor did I receive it as I did the previous 15+ visits to this dealer over a 4-yr period. Coincidence? Probably not! We bought the X5 from friends when it was only 3 years old w/33K miles. They kept it maintained based on manufacturer recommendations and had all the documentation to prove it. We did the same after we acquired it. So, in the 4 years we owned this "Ultimate Driving Machine," it spent more time at the dealer than ALL the previous 7 Toyotas over a 24-year period I owned COMBINED! Just sayin'. More

I do not think that the service dept. knows how to repair a car at all. My car has been in the shop for a 4th time in a year, and this time the repair costs are very high. I had a thermostat and water heate a car at all. My car has been in the shop for a 4th time in a year, and this time the repair costs are very high. I had a thermostat and water heater replace in Feb, and their computer already says that it needed replacing. The replacement did not fix the problem and it is back in the shop for additional computer diagnostic tests and they now say it is a different problem, for an additional cost. Get this!---they also forewarned me that this may not fix the problem and that I may need a camshaft replacement! "but let's take the repairs one step at a time" at an additional $1-2K each time I bring it in. This was my first BMW and my LAST! Never again. They rely on their computer diagnostic systems too much and they fail. More

I had major problems with this dealership. I would not recommend any "human being" using this dealership for anything. I had to contact BMW of North America, BBB, The Attorney General Office, the last Bal recommend any "human being" using this dealership for anything. I had to contact BMW of North America, BBB, The Attorney General Office, the last Baltimore Mayor, local Senators and Congressmen. You can either take my advice or you deserve what you get! More

My husband and I took our car in for repair. After a few initial issues (that resulted in us back at the dealership to correct a problem that was supposed to be corrected) we ended up paying almost 4K in re initial issues (that resulted in us back at the dealership to correct a problem that was supposed to be corrected) we ended up paying almost 4K in repairs to cover everything that was found on the diagnostic exam generated by the service center's computer. We wrote a big check, then we procdeeded to pick up the car. We were delivered the wrong vehicle. Once my husband was directed to the correct vehicle, it would not start. The service center associate said the battery needed a charge, and another associate said the battery was not our responsibility, not the dealerships. After allowing the batter to charge overnight, we picked up our vehicle. We were not satisfied with the repairs, and the vechilce is running rough and I can hear it revving loudly when we drive. This has been a horrible experience. More

I have been a customer for 10 years now and the quality of the service received continues to improve with every visit. Russel BMW treats you like family, not just another customer. Communication about the of the service received continues to improve with every visit. Russel BMW treats you like family, not just another customer. Communication about the needs of the car and maintenance is always top-notch. Keep up the excellent work! More

I do not recommend the mechanic, too bad I don't know which one did the work. I requested my headlights get adjusted on my 5 series as the passenger was too low. I was told no adjustment could be mad which one did the work. I requested my headlights get adjusted on my 5 series as the passenger was too low. I was told no adjustment could be made because the adjuster was broke internally a new light assembly was needed. I approved the order for the $$$$$900+ headlight assembly. It was installed and I requested the bad one. At home I looked over the bad one and sure enough one lamp was loose and the adjuster would not catch. So I held the bulb still and turned the plastic adjuster screw until it caught in the adjusting mechanism. Fixed! Someone had unscrewed it too far. Anyone who calls themselves a mechanic should have done this. I'm not one. More

i took my car in for the 1200 break-in maintenance service. the reps in general are nice. however when i picked up my car, there added 7 unexplained miles on my car. i confronted the rep and she gave service. the reps in general are nice. however when i picked up my car, there added 7 unexplained miles on my car. i confronted the rep and she gave me the bs that the mechanic had to test drive my car and make sure it doesn't break. but any car enthusiasts know it as a fact that some low-life took the car out for joy ride. when i got home i took a good look around my car i found swirl marks all over my car!! i'm an expert in car detailing and my car had been swirl marks free until now! they thought they did me a favor by dry wiping all the dust off my car. yes that's right. dry wiping not car washing. any car lovers know that this is the same as using sandpaper wiping on your paint. i will not be going back again anymore. bottomline is if you don't care about the nitty things about your car too much, take your car there. othewise, stay away from them or tell them no car wash, no dry wipe, and no *test drive*. More

I had several problems with my car that Towson could not fix so I tried Russel. They were very nice, kept me informed and fixed both issues that the other dealer could not without any BS and under warranty fix so I tried Russel. They were very nice, kept me informed and fixed both issues that the other dealer could not without any BS and under warranty. Very good experience. More