Grayson BMW - Service Center

Always the run-around I have had my 550i for 3 1/2 years and have had 40 service calls. Several of these calls were because I had to take the vehicle immediately back to Gr I have had my 550i for 3 1/2 years and have had 40 service calls. Several of these calls were because I had to take the vehicle immediately back to Grayson BMW because 1. They did not repair the problem(s) correctly or at all the first and sometimes up to 3 return visits. And 2. They may have repaired the original problem, but a few days later something else breaks that I am pretty sure happened while my car was in their possession. They never say it's their fault that maybe they did not put it together correctly, and then they want to charge me another $100.00 for another service call. I have had about 20 (twenty) of the Goodyear Run Flats that had to be replaced due to bubbles in the sidewalls or actual blowouts. There was only a single instance where they actually had the tire in stock, all the other times the tire or tires had to be ordered, so I had to drive anther loaner while they tried to get a handle on what they are doing. I had discussed this problem with the Service Manager and not only was he useless; he also did not live up to his agreement with me. The agreement was that Grayson BMW would stock and maintain inventory of the tires that my automobile uses. This way, I would be able to get the tire replaced in a timely manner, hopefully on the same day I took it in. They did not do this. The next 8-10 replacement tires had to be ordered every time I had a problem, I have complained several times only to get “the run-around. I begged them to replace the tires with a brand that is much more reliable, but they said it would not be covered by the extended warranty that I had in place. So here is the bottom line, Grayson BMW would rather have a vehicle on the road that is unsafe, unreliable and extremely dangerous to me and other drivers then take care of what was obviously defective tire(s). How they explained it to me was this, since they refused to change the brand of tire because it would void the warranty contract, they just told me straight out that they would rather replace as many tires as they needed to under the warranty. This type of mentality is evidence that Grayson BMW could give a crap about customer service and bottom line the safety of me, my family, my customers and all the other drivers on the road. I will share with you one more Grayson BMW excellent customer service experience. I took my car in for the PM general service call, change the oil and filter, and all the other services that are due at this time. While my car was at Grayson BMW for this scheduled service call, they discovered yet again a crack in one of the wheels, which of course, was not in stock and had to be ordered. 4 or 5 days later I had a call that my car was finished and I picked it up. Grayson BMW gave me back my car with the itemized receipt that listed several issues or items that they repaired or replaced. Oil, oil filter, wipers, fill the fluids, etc., the usual scheduled service call maintenance. A few days later, a problem that was supposed to be taken care of when I had the car in for the scheduled maintenance, and I notified Grayson BMW of my concern. Later that day, I got a call from my Grayson BMW service department representative and he had to explain to me that even though my car was sitting in their service lot for 5 days, THEY NEVER DID ANY OF THE GENERAL SCHEDULED SERVICE MAINTENANCE. This was hard for me to understand, since my service call receipt itemized all of the maintenance that was done to my vehicle. When questioned on why my service statement listed all the work with names and parts, and did none of it. So I had to take my car back once again and have the work done. I am still waiting to hear or see a corrective action report on how this happened. I have many more negative experiences with this xxx car, one of them being an electrical problem that when I shut to car off, sometimes all the windows would open, including the sun roof, the seat would go all the way back, the doors would lock, and then the car would not start. I had my car in their several times for this problem, and every time they say that nothing showed up on the service computer and they were unable to replicate the problem. Recently, the car decided to pull this stunt once again, but this time I had the car in my driveway and it rained in it for eight hours. When I came out to my car, I had about 2 inches of water on the floor of my car along with water into the main control panel in the center of the car. When I finally got it started, I took it directly to Grayson BMW and said they would look into again. Once again, they were unable to replicate the problem and when I returned 5 days later, they accused me of holding down the unlock button on my car to open all the windows. Basically, telling me that it was my fault and with this, insinuating that I was lying. I left Grayson BMW obvious not too happy about the problem with the electrical system. From Grayson BMW I had to make a stop, that was about 2 minutes away from the dealership. When I turned off the car, all the windows opened, including the sunroof, the seats went all the way back, the doors locked and I was unable to start the car. I called service again and they told me to bring it back. I had to make one more stop before taking the car back but before I shut it off I decided to take a video of me turning the car off. The video shows both my hands clearly without a key fob as I shut off the car. Once again, all the windows went down, etc. When I got back to Grayson BMW I showed the video to the chief mechanic and he commented, well, I guess you were telling the truth. He actually said that out loud. I just looked at him and turned and went back to my loaner car that was still warm and left. Several days later, I got a call from service explaining to me that after the video I showed them, they miraculously found what the problem was and replaced the BAS or CAS computer. If you are using this site to review problems at Grayson BMW, then my advice to you is to buy your BMW from another dealer. In closing, I am now working with BMW USA Customer Service to try and get this lemon of a car replaced. All Grayson BMW wanted me to do is have me buy my seventh BMW from them. DO NOT BUY FROM GRAYSON BMW. FYI, this last service call took about six weeks to repair and as I write this review, my car is still in service. More

HORRIBLE Service To make a very long story, short......we purchased a used BMW 2 years ago, they car buying experience was smooth, and all seemed to go very well. We To make a very long story, short......we purchased a used BMW 2 years ago, they car buying experience was smooth, and all seemed to go very well. We had done our research, and knew when we walked in what vehicle we would be driving home with. We soon found out there were numerous issues with our purchase, None of which had been revealed to us, in fact, we were lied to when we had asked about any previous issues it may have had. Thankfully, we did purchased the extended warranty which was offered to us, as it was the first BMW we had bought, & there were 2 issues that were supposedly taken care of which were covered. No exaggeration, we took our car back in for THE SAME PROBLEM a minimum of 6 times, only to be told each time, they could "not get it to duplicate the same problem" while they had it in their shop. several times, it would be on my way home from finally picking it up, that it would duplicate it for me. Somehow, the service department always found time to look for a potential problem which they COULD FIX, that they could charge us for that would NOT be covered under the extended warranty. They always tried to charge us for additional "problems", to which we caught on to very quickly. When your vehicle is in the shop almost as much time as you actually have it in your possession, it's time to do something different. On one occasion, the car was in the shop for over 5 week!! Most times it averaged 3 -4 weeks. We recently took it in again for a NEW, quite serious issue, and again we were told they "couldn't get it to duplicate" it, but they of course started to look for other issues, when they called my husband to inform him of the "other issues" they had the nerve to tell him it would be better to trade it in for a new one. this is the second time they had tried to tell us to trade it in, as "that would be our better option". However they only wanted to offer us about half of the blue book value for it. The quality of work was some of the worst we have seen. For a BMW dealership, you expect, and should receive Top Notch! Not the case at this location. If you walk in dressed like a normal everyday person, like we are, you do not receive immediate attention! ( The last straw was when we made an unexpected visit to check on our car, we found the Service department had removed our glove box to get to the fuses or something, and they had literally dumped our contents of our glove box all over the floor. That infuriated my husband so much, we went and traded that vehicle in at another dealership! We love the german engineering, and comfort, but this experience cured us, we will never deal with BMW of Knoxville again. The One good thing I can say is on all but one occasion, they provided me with a Brand new loaner car for the duration. More

This dealer also sales bad used cars, so be careful. When I say bad car, if the car last only about 6 months that is called bad car isn't? I bought KIA Rondo 2007 LX model from this slippery dealer in early I say bad car, if the car last only about 6 months that is called bad car isn't? I bought KIA Rondo 2007 LX model from this slippery dealer in early 2012. After about 6 months later the AC did not work any more. I paid over ten thousand dollar for that car that last only six months. I am very regret for buying from this dealer. A dealer with good business ethic would not sale the car that last only 6 months in good condition. This dealer does not stand behind it sold product. I definitely do not recommend this - even to buy BMW. I do not even want to pass by this slippery dealer. More

Oil change 6 cyl $105; replace 6 spark plugs $412; purported leak of transmission pan gasket/sealing sleeve $886; purported leak of differential pinion seal $307 Total cost on a 2007 BMW 530xi 108 purported leak of transmission pan gasket/sealing sleeve $886; purported leak of differential pinion seal $307 Total cost on a 2007 BMW 530xi 108,000 miles without any significant maintenance history $2258 of which labor amounted to $1462. Will told us spark plug change would be "about $150". I know by owning a BMW, everything costs more, but this is simply off the chart! More

Josh is very rude. Not responsive. Multiple issues with him. He acts like you should be grateful to have BMW service, not the other way around. He reflects poorly on the service dept. Would use any other him. He acts like you should be grateful to have BMW service, not the other way around. He reflects poorly on the service dept. Would use any other dealership, if one were closer. Otherwise the dealer is fine, but is unfortunately the only game in town. More

I've been to Grayson twice and won't be returning. Both times I was treated quite nicely but found the detail of service to be embarrassingly bad. The first service was to have a window regulator replaced times I was treated quite nicely but found the detail of service to be embarrassingly bad. The first service was to have a window regulator replaced - they did the work but couldn't be bothered to reset an airbag sensor light which was triggered by the work. I was informed that the "clip was bad" for the airbag. This repair would take all of two minutes and I was surprised that they couldn't be bothered, just as a courtesy, especially when you consider that the "shop fee" they tack on to every bill is precisely for these sorts of instances. The second service was for a break-in. They replaced my smashed window but left glass all over the interior and, worst of all, inside the door where it now rattles quite noticeably. They couldn't be bothered to vacuum it out? They also failed to re-tint the window; instead suggesting I could get it done cheaply elsewhere. This was an insurance claim - I wanted my car back in original condition and instead, after a month, was told to do the rest myself. There were also new scratches in my paint. Good service is in detail, and I would rather give my money to people who will appreciate it and not treat me like an ATM - someone to do the bare minimum for and get their check. More

Tie rod broke after sitting in snow for 8 days. Got an answer from Ray in service that did not make sense about "the car is not made to slid sideways"! I asked 2x if there was any obstructions with my ne answer from Ray in service that did not make sense about "the car is not made to slid sideways"! I asked 2x if there was any obstructions with my neighbors here. He told me no. Grant me what he told us made know sense I asked him if it could have been the build up of gravel from trying to move it off the slushy leaves..."no". Called Mike (Salesman).."Ray told me there was an obstruction"..."he will call you"...never called. I called Mike to make sure the touch ups that were to be down the week I purchased it was done.... another crazy answer "service and sales don't work together" once again I had someone hear that. How the hell did he find out that their was an obstruction then...what a liar!! He told me he had to go another call. Of course he already got my money I'm not important. I will never recommend these people to anyone or a BMW I should have bought the Volvo by the way they critized...bad taste! All I wanted was an answer and no one wanted to talk..all cover ups. I still never got the touch ups done and the car was there for 6 days...perhaps if Mr Sonju was listening and doing his job this worked would have been done. They all should be embarrassed of themselves. All protecting the crazy excuse the service manager told us....they hire idiots! I had to bring it up there 3 hr RT two separate times, just to get it details and touched up and STILL never did it. The last time Mike acted all bubbly and typical used car salesmanlike saying everything was done. I walked around the car and there was a noticable ding right on the hood. I believe he didn't think I would check it out and just leave so he could say I did it once I left. Also, got home and there was trash in side pockets. I shined the inside of the car I was NOT detailed. They just lied!!! General Manager is just as worthless and rude.. Steve Graham...all I wanted was an answer. I have insurance it was never about money! Angela was polite inthe beginning when she knew I was in the market for a car...funny how things change...no on calls you back! As far as the BBB rating I hope you all know you buy those ratings you don't earn them!! If you want a BMW got elsewhere even if the drive is a little further. Stay away from the people I dealt with or TRIED to deal with! More

Took the car in for service (oil change & repair passsenger side rear mirror not working). Took over one hour to check in and get a loaner car. The loaner car had David Dovenbarger's (service mana passsenger side rear mirror not working). Took over one hour to check in and get a loaner car. The loaner car had David Dovenbarger's (service manager) dirty gym clothes in back seat which was only found later in the day. When returned to pick up car the all they did was laugh about the incident of the clothes. Was told that mirror was fixed, oil changed, car was washed and was ready to go. She was told that the car was outside. Wrong, the car was parked around back which my daughter had to retrieve herself and when she couldn't find it, she asked the help of the only nice person (car porter) she dealt with there all day. The car was not washed as promised by the service manager. She got her car and later realized the mirror still has problems too. I called the General Manger (Steve Graham) the next day and told him the dealings of the day before and how very unprofessional and that the customer service that is expected from a BMW dealership was definitely lacking. He told me that he would have to check in on it and call me back. He did call me back and apologized for the dirty gym clothes that had been left in the car and for the poor service that my daughter had experienced. He told me to have my daughter call and schedule a time for her to bring her car back in and have it cleaned up. She had also told him of her displeasure in her latest car and that she was considering a trade. She called him one last time approximately a week and half ago and left a message for him to call her back. Well needless to say she has never recieved that call back. So, to make a long story short, she has traded her car at BMW of Chattanooga who showed her how we should've been treated. The only reason I gave them a "3" on friendliness is because anyone can be somewhat nice when it comes to wanting your money. Like I told Steve Graham the Sales Manager...... It's buyer beware! More

Rude people that over promise and under deliver. Stories change on the fly and makes you very unconfident in their ability to repair a car correctly. As a customer, I do not expect to have to tolerate ruden change on the fly and makes you very unconfident in their ability to repair a car correctly. As a customer, I do not expect to have to tolerate rudeness and inability to accurately measure the extent of time it takes to perform a repair. More

Car is 1 year old with under 20K miles. 3 new transmissions and my next one died today. The dealership has not fixed the car to original driving characteristics and quality. Customer care and s transmissions and my next one died today. The dealership has not fixed the car to original driving characteristics and quality. Customer care and service for a new BMW owner has been lost by this dealership. I will not be a returning customer to this facility ever again if I can help it. More