BMW of Silver Spring - Service Center

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

Excellent speedy service as always. Thomas is a great and knowledgeable advisor. 2011 Convertible had stone chip- On Saturday tight schedule Thomas brought me in to look at it and go through the process for knowledgeable advisor. 2011 Convertible had stone chip- On Saturday tight schedule Thomas brought me in to look at it and go through the process for insurance claim- beyond repair, windshield replacement needed!! Now, my insurance doesn’t pay for OEM glass (original BMW windshield) which I didn’t know about! …and directed me to have repair at local glass centers! Thomas worked with me to talk with insurance and sorted all out! He made sure that parts are present in the facility, quickly scheduled the replacement around my work timetable- Dropped the car in AM received the courtesy call in the afternoon that vehicle is ready for pick up! This is Friday before the long weekend! Swift service, no surprises! Well done. Talk to Thomas Grant if you need things done hassle free. More

To Whom It May Concern: Once again Jacob Raykhel has To Whom It May Concern: Once again Jacob Raykhel has proven to me why I make the 210 mile round trip to visit BMW of Silver Spring. I needed servi To Whom It May Concern: Once again Jacob Raykhel has proven to me why I make the 210 mile round trip to visit BMW of Silver Spring. I needed service on my 328i Sedan and I needed the service to be performed on a Saturday due to a heavy work week and the distance involved with getting to and from the dealership. I called Jacob on a Thursday afternoon and let him know what I needed and Jacob had Joe Diss from one of the fine Service Teams call me. The turnaround on this call-back was immediate. I was really impressed; however, I was more impressed with Joe's interest in my appointment, his professionalism, and his desire to get me in and out, happy, as soon as he could. I have never had a service experience like that. Again, this is why I chose BMW of Silver Spring and why I will remain a customer forever. Jacob, as he did when I met him for the first time to buy my car, met me in the lobby, offered me refreshments, and asked about my family. This always makes me feel good and I enjoy the conversation with Jacob. While my vehicle was being serviced Jacob constantly checked on my comfort always asking if he could get me anything and offering a status on my vehicle. Jacob and Joe worked it out so I could get the service I needed while I waited so I wouldn't have to face the drive back to the dealership later...this was really nice! So, why did I give BMW of Silver Spring a "Great" rating? The answer is simple. Jacob Raykhel and Joe Diss. If in my everyday endeavors I could work with people as nice, professional, and as caring as these two gentlemen, I would have a great day every day. Thanks again for your loyal, efficient, and thoughtful service. Sincerely, Anthony W. Burgess More

I absolutley LOVE my BMW Silver Spring service team. Every one is extremely professional, friendly and team oriented. I love the fact that not only my service respresentative knows me, but his colleagu Every one is extremely professional, friendly and team oriented. I love the fact that not only my service respresentative knows me, but his colleagues as well. When Joe can't get to me, I love the fact that his colleagues step right in and get me going. It's a well oiled machine and I love it! Thanks BMW Silver Spring for making my experience with you AWESOME each and every time I come in. More

Jack, thank you for the very through handling of my Jack, thank you for the very through handling of my yearly service. Your in depth knowledge is reassuring and quickly explained. It is always a Jack, thank you for the very through handling of my yearly service. Your in depth knowledge is reassuring and quickly explained. It is always a pleasure dealing with you. barbara strohman 2005 X3 BMW More

I use this dealer because I am very pleased with Jack Barber, the service writer. He is knowledgeable and very technically competent. He figures out the problems quickly and accurately and keeps me well Barber, the service writer. He is knowledgeable and very technically competent. He figures out the problems quickly and accurately and keeps me well informed on the progress of the work being done to my car. There closer BMW dealers to me but I go out of my way to use Silver Spring BMW because of the good service and because Barber is so competent. More

Had a service appointment was running late got to BMW dealership and signed in waited for one hour and was not seen. Front door man kept checking in on me, apologizing for the wait but Jack Barber was st dealership and signed in waited for one hour and was not seen. Front door man kept checking in on me, apologizing for the wait but Jack Barber was still not available. Finally Jack came back and was told I has been waiting for and hour by the receptionist and the front door man and his replied was" I was 30 min late" so the wait was my fault. He had decided to got to lunch and leave me waiting even though he was notified that I had gotten there before his lunch break. He was very rude never apologized for the wait and I was seen by someone else. Unfortunate for this was my dealership of choice now I will go somewhere else. I have a high customer demand job and work 12 hour a day, and sometimes I have had to miss or end my lunch early due to a customer needing assistance this is part of being in a service job! More