Bill Jacobs BMW - Service Center

Service is key I've been going to Bill Jacobs for over 7 yrs and I have always found the service to be fantastic. Recently, I have started working with Lindsay Druga I've been going to Bill Jacobs for over 7 yrs and I have always found the service to be fantastic. Recently, I have started working with Lindsay Drugan and she has been the best advisor, by far. Please keep her Bill Jacobs! More

professional, friendly and educational When I took my bmw in for a 'leak' I was worried it was major. Lindsey D. reassured me the entire time. Her professionalism, knowledge and experience When I took my bmw in for a 'leak' I was worried it was major. Lindsey D. reassured me the entire time. Her professionalism, knowledge and experience exceed my expectations. Plus, Lindsey teaches me about the repair and not just tells me it's fixed. I learn something new from her everytime. Ask for Lindsey, you will be very happy. More

Great Experience Every Time Every service experience I have had at Bill Jacobs has been top notch. They treat you well from the moment you walk in and meet with your service adv Every service experience I have had at Bill Jacobs has been top notch. They treat you well from the moment you walk in and meet with your service advisor (I recommend Lindsey). Complimentary iPads to use, comfortable waiting area, complimentary loaner cars etc, they make it such an easy experience from start to finish! More

Exceptional Service on used convertible After purchasing a used Z4 from another dealer, I took the car for an inspection and was assigned Lindsey as the service writer. After a fluid change After purchasing a used Z4 from another dealer, I took the car for an inspection and was assigned Lindsey as the service writer. After a fluid change and normal service, it was back on the road for the summer. Lindesy has been great to deal with and has went the the extra mile over the last few months helping get the convertible ready for the winter. Even the cashiers have been great to deal with. More

Service "Advisers" Took my 335i xDrive in to get a check engine light diagnosed and a multipoint inspection. Upon arrival, the entire staff from the porters to the servi Took my 335i xDrive in to get a check engine light diagnosed and a multipoint inspection. Upon arrival, the entire staff from the porters to the service advisers are courteous and extremely helpful. They are knowledgeable and passionate about BMW products. More

First off, if you're dumb enough to actually buy a BMW (like I was) then you should be warned that you'll be spending a whole lot of time in the dealership for service. I have a friend in Germany who BMW (like I was) then you should be warned that you'll be spending a whole lot of time in the dealership for service. I have a friend in Germany who's had the same experiences over many years - it's a German thing I guess. Jacobs sold me a supposed top of the line 7 Series for more money than any car should cost. The sales experience was okay, but nothing special. The normal games were played, etc. The car drove great when it wasn't in the shop. Jacobs did little to keep it out of the shop and that's where the rubber hits the road. Jacobs customer service after the sale is HORRENDOUS! This is by far the worst dealership I have ever encountered over 35 years of buying cars. Their service advisers are completely incompetent and know little about cars - any cars. They are rude, unresponsive, and have no followup skills whatsoever. Both general management, service management, and even Jacobs Auto Group management are a bunch of self-serving thieves. The mechanics are no better. If your problem doesn't throw a code they can see on the diagnostic system so they can replace some $1000 part, then they can't help you. While under warranty, my Big-Money-Waster spent more than 6 weeks in the shop over numerous visits. That's right, 6 weeks. Jacobs spent way too much time troubleshooting issues I could see clearly defined on the web forums (showed them some posts to move things along), and then botched repairs on more than one occasion. After I'd had enough, I met with the "troubleshooter" from Jacobs Auto Group who actually told me to sell the car. I did. Avoid this place (and any other Jacobs dealership) like the plague. More

I had a rough idle on my 2011 BMW 335 that was not fixed in three service visits. Apparently it was on of those difficult to replicate in the dealer. I had taken video clips of the issue but no one had foun in three service visits. Apparently it was on of those difficult to replicate in the dealer. I had taken video clips of the issue but no one had found the problem. When I talked to Bill Earnest, the sales rep that I sold me the car, he strongly suggested me to see Timo, a new service specialist that joined Bill Jacobs recently. I spoke to Timo and he told me he had heard about this issue before and he was going to fix it. I schedule a convenient day and time to get the service performed. When I arrived, Timo was very cordial and he introduced me to Joe, the shop foreman. I left on a BMW loaner and waited for Timo to call me back. A couple of days later, Timo called me and said the car was ready for pick-up. When I tested the car in a particular situation I knew the problem was always present, I was very glad to find that it was gone and had not happened since. Timo honored his word that he was going to fix the rough idle issue. Timo was indeed a good addition to Bill Jacobs service department. More

*** EXCELLENT CUSTOMER CARE AND SERVICE *** First Class Service Team I have been to Bill Jacobs a number of times for a variety of reasons (used car checkouts before purchasing vehicles, maintenance que Service Team I have been to Bill Jacobs a number of times for a variety of reasons (used car checkouts before purchasing vehicles, maintenance questions, tire questions, oil changes, routine maintenance, iPad/iPhone integration into iDrive questions, warranty work, etc). Each and every time my service advisor, RYAN BURTON has been affable, professional, transparent/open and knowledgeable regarding my car's service needs. Whenever any work is being done on my car, he keeps me updated regarding status and cost so that I fully understand not only the billing but the work being done as well. Ryan always ensures that I have a loaner when i need it; this dealership is first class in that regard being that they only use current model BMWs as loaners. Plus, when my car is ready, it's always returned to me clean inside and out. In short, Ryan and his colleagues, without exception have taken exceptional care of me and my car and I could not be happier with them. More

After buying a BMW I was getting some indications that some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warra some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warranty as well as additional items that they told me that needed to be fixed. Some of the items like breaks were also fixed and I was told that they were covered with the maintenance agreement that came with the car. I was surprised to learn that breaks were covered because they are not normally covered. I remember being told by the staff at BIll Jacobs BMW that BMW maintenance agreement is real good and covers a lot of stuff not typically covered. A month or so later I was getting calls from Bill Jacobs BMW letting me know there they had additional service recommendations. I did not ask for their recommendations. I did not initially come in due to other commitments. After their persistence in calling me (they called at least 3 times) I agreed to bring the car in for the work. At that time my battery was going defective and I asked them to look at that as well and i was told it needed to be replaced. I was asked to sign an agreement authorizing them to work on my car. Those were the exact words used by the service advisor. I signed the agreement. Never one time did he say these are the services we will perform in your car and this is the cost for the service for each issue. It was simply sign the agreement to authorize the work. When I went to pick up the car after the work was completed I was astonished when I was handed a bill for almost 1360.00. I refused to pay the bill as the dealer never told me this service was something that was to be paid for. The service advisor never went over the estimate outlining what the costs were. The whole time I was under the impression this was warranty work. Afterwards they showed me the work order with prices but I assumed they were what were being billed back to BMW to cover the cover their costs. I figured if I were paying it would have come up somewhere. They were very deceptive but released my vehicle without any hesitation. I received a phone call from Grant Paullo the GM. Mr. Paullo was condescending during our conversation but willing to knock off the a few hundred dollars as if he was doing me a favor. I still felt since their employee was not up front and the charges for the services they provide were extreme compared to what I could have purchased the services for elsewhere I did not feel like they were being fair. I was willing to pay some of it but when he agreed to knock a bit off it was a take it or leave it. I went out of town for a few weeks on a business trip. When I returned I received a call from the Naperville police who were threatening to arrest me for theft of service if I did not come up with the full amount in 36 hours. After I consulted an attorney who advised me that this is a civil matter and not a criminal matter I decided to tell both the police and Grant Paullo I would not be bullied by them. Then a warrant was issued for my arrest. Now I feel as if Bill Jacobs BMW as well as the Naperville Police department for getting involved in a civil dispute is bullying me. How could it be a criminal offense if they released the vehicle? I never demanded it or threatened them in any way to turn it over. So how could I have stolen something? I would think they have an obligation to explain their services and be abundantly clear when work is being done outside of the warranty. Both the service manager and Grant Paullo hung their hat on the fact that their guys are well trained so they were assuming the misunderstanding was on my end. But it does not matter how well trained their guys is because he did not disclose that I was responsible for the repairs regardless of what was signed. Furthermore as far as the police investigation there really was not one Bill Jacobs BMW filed a complaint and I was arrested. There was zero investigation. Even when I spoke to the officer who issued the warrant after I told them my side of the story he said they said that would be your response. That it was my word against theirs. Seriously how can they investigate my word against theirs? There are only 2 people who know for sure what happened the service advisor Brad and myself. The service manager and general manager who were so very confident that Brad indicated these were paid for services were not present during the discussion when the car was dropped off. More

This dealership has the worst post sales customer service. If it was only one time I would not care with this review. But I have been a customer there for over 12 years. And it goes from bad to wo service. If it was only one time I would not care with this review. But I have been a customer there for over 12 years. And it goes from bad to worse every year. [edit] Because they did ask that I call the General Manager directly, I decided to edit my post and bash them a little less. So, because their service has not improved over the years, I still think they deserve the low rating at this time. They need to learn how to properly handle phone calls, I called about 10 days ago and they hung up, again. And, they need to train their service advisors to ALWAYS return a call especially when the customer is requesting that. Although their sales department is among the best, my experience with their post sales service is so disappointing that if you ask me, then try a different dealer. More