BMW of Silver Spring - Service Center

Jack has been my service adviser for 3 years now. He is Jack has been my service adviser for 3 years now. He is a wonderful gentleman and a great service advisor Listens to you and gives you the best advic Jack has been my service adviser for 3 years now. He is a wonderful gentleman and a great service advisor Listens to you and gives you the best advice. Never did I see him recommending something which is not required. I would recommend to anyone who wants their car serviced or diagnosed. He knows what he is talking. I am a guy who does intense research on parts n stuff but I trust him and take his word Of Course the cost of labor n parts are not in his hands, but he gives you a perfect picture of the car and its service. I will be moving 30 miles away but will surely come back to Tisher and see Jack for my car. More

I was able to get a Saturday appointment on fairly short notice, which was really nice. Thomas Grant was assigned to be my service advisor. He was very friendly, knowledgeable and thorough. I had origina notice, which was really nice. Thomas Grant was assigned to be my service advisor. He was very friendly, knowledgeable and thorough. I had originally decided to wait for my vehicle, which was getting an oil service and brake replacement, but Thomas offered me a loaner car when he realized that the service would take longer than expected. Because of his thoughtfulness, I was able to go home for a couple of hours rather than sit at the dealership waiting. He then called me well in advance of when the car was ready to let me know when I could come back. The car was finished and waiting for me when I arrived, and it was sparkling clean. What a nice service! When I checked my car in for service, I talked with Thomas about what it would cost to have a couple of small dents repaired. He recommended Dent Wizard and made sure I had the information to contact them. By the way, this dealership has been recently renovated and has a beautiful showroom and a lovely, comfortable waiting area for customers. As a plus, they now loan BMW cars, and I got to drive one of their sport untility vehicles instead of an Enterprise rental car, which is what they used to provide. More

I had a 7 series BMW that was out of warranty, I started taking it to SS BMW because it was closer than Russell, what a mistake, I think the first time I took it in was just for a oil change, very simple, w taking it to SS BMW because it was closer than Russell, what a mistake, I think the first time I took it in was just for a oil change, very simple, well within 3 days it needed to go back for a service light that came on, this went on for six months, every time I brought the car home, something else went wrong with it within a week. Thomas was always very pleasant and most of the time offered to pay for labor, I just needed to pay for parts, after many trips back and forth and about 7,000 later, we broke down on the side of the road, we opened up the hood and found pulleys, belts, and other parts scattered all over the inside, it was a mess. Called Thomas right away and told him I was totally fed up with them. I had to have my car towed in and later that day Thomas called to say the pulley had come off and caused a lot of damage, it would be over 2,000 to fix. I told him over and over that they had replaced the belt that went on the pulley a few months prior, he insisted that it was nothing they had worked on before and we should talk to his service manager. We asked the service manager for all of the records on our car and within minutes showed him that they had replaced the part before and it came off because of their shotty work, he agreed that it was there fault and didn't charge us. After so many problems, we had enough and traded our car in for one with a warranty. When i bought the car, i told the sales agent that i wanted aother service advisor because i was not happy with Thomas, so i was assigned to Chrstina. Here we go again, within two weeks, we had the car in for some problems, sales paid the bill because it should not have gone home with us in the first place with the problems, we picked the car up two days later and what do we find, two scratches on the side and a dent in the back, as usual they offered to fix it, no problem. We picked the car up last night, the car came out with sticky, gooey stuff all over it, it was a mess. Everyone had already left for the night, the girl at the front desk did what she could but could only do so much. So now I have to call back up there this morning and tell them what a mess it is,I'm sure they will say they are sorry and offer to clean it but it takes time for me to go up there and wait for it for something that should not have happened in the first place. I will never take my car back again, I don't care how far or inconvenient it is to go to another dealer. I would highly recommend buying a car from them, Mike Miles was great, but do not have it serviced there. More

Kevin Hull is fantastic. I had an issue and all he wanted to know was how he could quell my concerns. A results based guy. Great effort. wanted to know was how he could quell my concerns. A results based guy. Great effort. More

I drove all the way to this dealer because of the poor service I received from VOB BMW. And because of the highly acclaimed customer service of the Silver Spring BMW, I figured it was worth the drive. Un service I received from VOB BMW. And because of the highly acclaimed customer service of the Silver Spring BMW, I figured it was worth the drive. Unfortunately, I was proven wrong. I had a waiting time of 45 minutes and when my service advisor did come, there was no introduction, handshake, or small talk. The only remotely friendly people were the service receptionists. Hopefully they can just get the job done right. At least they have Wimbledon showing on the back TV... I also signed up for the appointment online and said that I would be waiting for my car but after talking to my service advisor, it sounded like I was doing a drop off. Let's see how long I'll be waiting. I hope I won't have to leave a complaint with corporate like I did with VOB BMW. This is looking kind of hopeless but I may have to find yet another service advisor or dealer... ---Update--- The above was written after I dropped off my car and was waiting for the service to be done. After spending about 2 hours in the dealership, I was approached by Ron Ptak. It was very fortunate that we bumped into each other because he changed my initial impressions and showed me what customer care is really like. Given my unique situation, all I wanted was the same respect and courtesy as any other BMW owner would receive. Without a doubt, Ron showed me just that. I had only wished every service advisor was like him. He took care of me and walked me through every step of the way as well as possible options at each step. Although he had some problems with his equipment that further delayed service, I completely understood and thought it was very reasonable because I felt so comfortable. Although my problem was not fixed due to the nature of the problem, I will definitely be returning to get my car serviced here after I figure out logistical issues. All in all, I highly recommend Ron Ptak and his service department. More