BMW of Silver Spring - Service Center

Had a horrible experience during recall service I am writing this review with the hope that future customers will approach BMW of Silver Spring’s Service Department with caution. You may not have th I am writing this review with the hope that future customers will approach BMW of Silver Spring’s Service Department with caution. You may not have the same experience, but experiences like mine are far too common to ignore. Arriving at BMW of Silver Spring on Monday, March 11, 2019, I did not expect to receive such horrible service for a simple recall notice. Upon arrival, I approach the Service Counter and wait while the gentleman at the counter appears to be in the middle of a personal telephone conversation. It goes on for quite some time with him appearing to ignore me standing in front of him. After what seemed like five minutes of standing in silence, another person notices and checks me in. This is 8:40 am for a 9:20 am appointment. I am told my Service Representative is Erik Rowland and am escorted to his cubicle. Once seated, he pretends that he knows why I am there and fails at making small talk. When I inform him, I am not here for whatever he is talking about but scheduled for two safety recalls (Blower motor wiring and PCV Valve), he seems startled. He then asks if I am sure that is why I am there. He also does not seem aware that I have an appointment. You can imagine how surprising this was for me. When I attempted to question why he was unaware of my intentions given my scheduled appointment that the Service Counter was aware of, he shrugged it off and continued with his typing. By this point I am beginning to wonder if I should have scheduled these recalls for another dealership. Erik then asks if I have driven the car today; this seemed an odd question given that I drove the car to the dealership. He then explains that in order to attempt the PCV valve recall, the car would have to sit for at least two hours before anyone can touch it. I wonder why no one mentions this to me before and realize that my morning is now shot, and I have no choice but to expect a long wait in the Customer Lounge. While waiting for my wife’s car to be looked at, I walk around the Parts Department killing time. After my fill of looking at leather bags and an oddly placed bicycle, I happen to notice a small window in the door leading to the Service Bay. As I look out the window, I am surprised to see my wife’s car being worked on in the bay next to the door. From my vantage point, I can watch the entire job being performed. It is at this point, that the experience shifts from nuisance to nightmare. I notice the Service Technician struggling to remove the PCV valve, the same one I was told I would have to wait an additional two hours for, from inside the engine. Imagine seeing a technician strike your vehicle with what is a long screwdriver and then watch as he rushes to get shop towels to clean up whatever just happened. As I reach to grab my phone and take a video of the encounter, Erik arrives and tries to explain how he pulled some strings to have the tech review my wife’s car. Confused I begin to mention what I just witnessed, and he instead ushers me into the Service Bay to have the tech raise the car off the ground. With the car in the air, they proceed to try and shock me by detailing everything they can imagine being wrong with the vehicle. I listen intently thinking that at some point the tech will explain why he struck the engine, but he makes no mention of it. The best part is when the tech mentions that I will need rear shock absorbers. This is puzzling given that I just replaced them two weeks prior to arriving at this appointment. You can still see that they are new. When I mention this, there is an awkward silence while Erik pivots back to the other things (nothing immediate enough to warrant this type of attention) he wants to address with the vehicle. At this point Erik asks me to return to the lounge. I comply but am now skeptical of anything else I might hear today. Erik returns to tell me the car is finished and hands me an overview of today’s appointment. Earlier in the day when I first sat down, he was wheeling and dealing on his calculator to try and entice me to pay for additional service items. He kept insisting that this was the best deal he could offer me today. Now, that the car is complete, there is no more talk of deals or offering service at a discount. Now, he is trying to charge me for everything he can think of. It is disgusting. Not wanting to make a scene, I simply take the paperwork and ask if I can go. While checking out, I inquire about the name of the Service Manager. I doubt my complaints will matter, but I would feel better speaking to the individual. They tell me his name is Joe Diss. I think over what I will say as I leave the dealership. I am thankful to be leaving BMW of Silver Spring but unfortunately all is not over yet. After returning the vehicle to my wife, she gets behind the wheel and immediately notices the Brake Wear Indicator Error. When I go out to inspect the vehicle, wondering why I did not notice the error earlier, I find the culprit. During the multi-point inspection at BMW of Silver Spring, the tech DISCONNECTED THE BRAKE WEAR INDICATOR SENSOR from the driver’s side front tire. The sensor is easily seen dangling from behind the wheel. Outraged, I call Joe Diss of BMW of Silver Spring to demand an explanation. As of this writing, no one has returned my call. I take the vehicle to my local Goodyear center (Wilson’s Tire in Bowie, MD) where they also inspect the car and confirm that someone has disconnected the sensor. I pay for the service and head home with the error still displayed but knowing that it will eventually reset. Beware when using BMW of Silver Spring for service. Again, I cannot know if you will have the same experience as me, but the possibility is high. The hardest part to reconcile of this entire ordeal is that as someone that owns a German luxury automobile, I am aware that the cost of service is high. I know that I am not able to take this vehicle in for a $19.99 oil change at the local gas station. That said, I am appalled by the behavior of the Service Department. My wife usually sums these matters up with one word… greed. More

Disappointing Experience I have been very disappointed by a recent experience I received at this dealership. I have been a long time customer of theirs and even bought the car I have been very disappointed by a recent experience I received at this dealership. I have been a long time customer of theirs and even bought the car I own currently from them. I have been maintaining the car with them for long time as well. In my recent experience, they had done a diagnosis on a check engine light and had quoted me 1908 to fix what they believed to be an issue related to eccentric shaft sensor. Nevermind, the exorbitant price they are trying to charge me as it seems that that is the going rate at bmw dealership. What has me ticked is the fact that they are trying to sell me the part for 611 when other bmw dealership locations are trying to charge 550 for it. The least they can do is match the price, which I went and politely asked for. I tried to build my case by saying that I am not somebody who just walked in. Rather, I bought the car at this location and have been maintaining it there as well. So, when I ask for price matching, I felt that I should have been accommodated as the true cost of the material is not really established. Despite my polite plea, my request fell on deaf ears and very arrogant dismissal by the agent. As such, I have done my last service with them. More

Kristina Williams is trustworthy and knowledgeable I still purchase the older model BMWs because I trust Kristina to be honest and get the work done right. She knows these vehicles in and out. The serv I still purchase the older model BMWs because I trust Kristina to be honest and get the work done right. She knows these vehicles in and out. The service center is also always friendly and clean. More

great service kristina has been my service advisor for the last five years - i have learned to trust her to give me well-informed advice that is in my best interest kristina has been my service advisor for the last five years - i have learned to trust her to give me well-informed advice that is in my best interest, not just rack up extra repairs for her dealership. She is really helpful. Overall service at bmw of silver spring is super professional and high quality. More

Recently had both owner paid and warranty work performed Kristina Williams has been great in seeing the work has been performed whether me pay or warranty work. She has my interests at heart and keeps me in Kristina Williams has been great in seeing the work has been performed whether me pay or warranty work. She has my interests at heart and keeps me informed of progress or issues. Kristina has been my go to person at BMW of Silver Spring service department and will continue to be so. More

Trust Kristina She is the best. I feel like she always gives me honest advice and great service. She is great at explaining issues and I feel like she is looking She is the best. I feel like she always gives me honest advice and great service. She is great at explaining issues and I feel like she is looking out for me. Great job!!! More

Wonderful Car Adviser John Bertrand, car adviser, always has a smile and a nice car for me with a full tank of gas. I see him interact with other customers and he treats e John Bertrand, car adviser, always has a smile and a nice car for me with a full tank of gas. I see him interact with other customers and he treats everyone with patience and respect. John is so professional and he is a wonderful guy -- I just wanted to let everyone know. : ) More

Best Service I recently brought my x3 in for the first service and I was blown away by the great customer service I received from my advisor Brandi Rodgers and als I recently brought my x3 in for the first service and I was blown away by the great customer service I received from my advisor Brandi Rodgers and also the loaner car department. BMW of silver spring is the most personable accommodating dealership I have been to in years. I look forward to my next visit. More

Knowledgeable and friendly Erik did a great job bringing my vehicle in for service, arranging for a loaner vehicle, and keeping me informed during the service process. The most Erik did a great job bringing my vehicle in for service, arranging for a loaner vehicle, and keeping me informed during the service process. The most excellent loaner and updates from Erik help a lot in making this a positive experience. More

Great Customer Care The Service team always takes special care when my car is in for service. My last visit was a tow in for a flat tire and they explained the warranty p The Service team always takes special care when my car is in for service. My last visit was a tow in for a flat tire and they explained the warranty process and ultimately got everything covered. It was a stressful event that they made easy. More