Passport BMW

Avoid at all cost Horrible Customer Service! Sales people and business manager lie and use bait in switch techniques to get you to buy a car. Absolute worse sales exper Horrible Customer Service! Sales people and business manager lie and use bait in switch techniques to get you to buy a car. Absolute worse sales experience I've ever had with a dealership. Family has been buying cars from them for over 15 years and will never buy a car from them again. Also, service people are very unreliable and don't know what they are doing! Read all the reviews before you go! NO one likes passport BMW! More

You just lost one. My experience with Passport BMW started out just fine but quickly turned sour. I visited this dealership after searching online for local dealerships. My experience with Passport BMW started out just fine but quickly turned sour. I visited this dealership after searching online for local dealerships. I placed an online application and received no follow up call prompting me to call the location to check on the status of my application. I was connected with Mr. Peter Akaeze. He was able to locate my online application and ran my credit app then we scheduled an appointment to meet the following day. When I arrived although I was prompt with my appointment Mr. Akaeze was not awaiting my arrival and had to be paged to greet me. He was very jovial and seemed very nice and warm. Over the phone I explained my financing goals and the vehicle I was originally interested in (an X5). Because I originally stated what I wanted to spend monthly Mr. Akaeze advised that an X5 probably wouldn't be feasible. Therefore, when I arrived to view cars I was a bit indecisive as my original car choice would not be explored. We test drove a 5 series which I was not too keen on. I then saw the 428i and we test drove that. I asked Mr. Akaeze to provide financing numbers on those vehicles and all the while I was still not really totally happy with either and it showed. I spent the entire afternoon at the dealership walking in the rain on the lot with Mr. Akaeze looking at options but I was still unsure. Towards early evening I advised Mr. Akaeze I would be going home as I was a bit mentally drained and also needed to get home to my family. He was hesitant to let md leave. I strolled the lot and then came upon an X3 which I wanted to look at. I asked Mr. Akaeze to view. As soon as I sat in it I loved the feel of the car interior. I'm an SUV gal haven't driven a car in years so this was up my alley. But again, I started out interested in the X5 so why wouldn't it be? I then waited at the dealer as Mr. Akaeze worked on getting finance info for me. He was unable to do so before I left and we communicated via email that evening. I advised that if he could get the vehicle to the price point I was looking for we could close the deal. However, the more research I did that evening the more I realized that the X3 may not be for me and maybe the X6 would interest me more. In addition Mr Akaeze was not clear on the specs of the 428i which I was also interested in but told him that if it didn't have certain luxury features I didn't want it. Well researching online I found it DID just in a different model. Mr. Akaeze never mentioned that to me. So the next morning I returned and it was business as normal however I was armed with this new info. I test drove the X3 as that was where we left off but I didn't get the warm and fuzzies for it. We then walked the entire lot in the fog and cold mist rain looking for another X3 in a different color that I saw was in stock online. We returned to the dealership and Mr. Akaeze began to show clear irritation. His mood became cold. I didn't like his vibe AT ALL. I told him to check on the numbers for the X3 and he came back to congratulate me as he was able to get the financing I was looking for. I was still uneasy and just felt in my gut I wasn't doing the right thing. Plus his attitude wasn't helping either. I kept trying to make light of the situation by saying "I'm sorry, I know you're irritated.." And not once did he respond like one should when a customer comments in this way. Not once did he say "No don't be sorry" or "I'm not irritated." Nothing. Lol. The tension was clear. I then asked to drive the X6. After driving it I was in love. I knew it was for me. Now although it was not the color combo I wanted I was stil willing to get the vehicle. Peter's nasty disposition however was just a total turn off. I sat in his office while he went to his managers office to run the numbers. He then calls me to his managers office with him. Felt like I was going to the principles office. His manager begins to go over the numbers and although they were much higher than what I originally set out to spend I still could afford however in my gut something was saying LEAVE as Peter's disposition was just totally turning me off. Like I know I had been indecisive but dude you are a car salesman. This is your JOB to show me options!! It's not like I'm buying a Kia (no offense to Kia owners) but this car is xxxx there a house on wheels! I need to be completely confident in my purchase so if you have to show me 100 cars you should do so with a smile and secretly hide your irritation! Lol. Well I told them I wanted to ask my hubby, when in all actuality I had the green light from him to get whatever I wanted but I just wanted to get out of there as I felt uneasy. As soon as I said I wanted to wait and talk to my husband Peter gets up and walks out of the office!!! OMG! I look at his manager and say "I must have upset him"! And his manager (JC Thomas) just glosses over it like it was acceptable for him to act in this way. I was appalled! As soon as I left I contacted Silver Spring BMW and lets just say their service was night and day!! Within 4 hours I was leaving that location in my brand new fully loaded X6! Couldn't be happier!! I called and expressed my discontentment with my experience at Passport to the manager JC. He apologized but I feel like the correction should have been made before I left. You don't let a customer leave your premises disrespected in front of you the way Peter disrespected me!! And for that reason all that time you spent with me Peter someone else got paid for it! You just lost one! More

Non-negotiable!!! Salesman did not allow any negotiations below MSRP markup. Dealer invoice 10% above fair price. Customer will pay 4-6k above fair price. BMW manfactur Salesman did not allow any negotiations below MSRP markup. Dealer invoice 10% above fair price. Customer will pay 4-6k above fair price. BMW manfacture rebates to consumer were applied to offer before reaching a fair deal. Buyer beware. More

Passport BMW "wowed" me! I was in the market for 2015 BMW 428i convertible and had received quotes from other BMW dealers in the area (one where I leased my previous car and t I was in the market for 2015 BMW 428i convertible and had received quotes from other BMW dealers in the area (one where I leased my previous car and the other where I had that car serviced). Before making a final decision, I read a review of Passport BMW and of Adam Hansford in particular and decide to check them out. I called Adam, gave him info about my previous quotes and that I had read about him and Passport on DealerRater and gave them the opportunity to "wow me". I was not disappointed! Though I did not actually meet Adam until picking up my car (I ordered it from scratch and received update emails on the build and shipping process), Adam was a real pleasure to work with -- courteous, responsive, and willing to go the extra mile. In addition to Adam, I also dealt at purchase with Troia Collins in the finance department. Troia also was a pleasure to work with. More

Not trust worthy Worst experience ever! Brand new vehicle has A/C unit blowing out white dust/particles and still hasn't been fixed by the dealer. In this 90+ hot weat Worst experience ever! Brand new vehicle has A/C unit blowing out white dust/particles and still hasn't been fixed by the dealer. In this 90+ hot weather I have no A/C in a brand new vehicle... What a joke! Also, Sales advior (Aarion Browne) I was dealing with has little to no clue on vehicle information and he is a LIAR! After making the purchase I found a "Stolen Vehicle Recovery" document in the glove compartment with some guy's name with same VIN# as mine. So I asked him about it, and he said the person never got "approved" and sale never went through. Something didn't feel right so I decided to give a call to the guy who supposedly never got approved, come to find out he actually bought the vehicle and returned it within hour or so! xxx! Really? I would never trust this dealer and give my business again! Be aware folks! These people don't give a xxxx about you as long as they make the sale! There is nothing good to say about this dealer. Service is extremely slow and it is so hard to reach anyone, left several messages but never gets return calls from sales advisor & finance advisor! Since the sale has been finalized they could careless. This has been the worst car buying experience I ever had! Avoid this xxxxxxx dealer like a plague!!!!! More

An awesome experience Recently I was in the market for a BMW and zeroed in on an x4. The reason I picked this model was because it’s a new platform for BMW being released t Recently I was in the market for a BMW and zeroed in on an x4. The reason I picked this model was because it’s a new platform for BMW being released this year and I wanted it stand out in the crowd. I originally wanted to use the Costco auto service, because it offers great rebates on cars from a few approved dealers in the tri-state area. I also shopped around other dealers to see if they could meet or beat the Costco offered price and quite by accident chanced upon Passport BMW. Let me tell you that there are 2 other BMW dealers within 15miles of my house, but I still drove the 50 miles to Passport. I dealt with Adam Hansford the Sales Associate and almost exclusively dealt with him via email. I basically negotiated the car with all the options I needed for the price I had set in my mind. Throughout all this process, Adam was most patient, helpful, forthright and open. It was the most hassle free and stress free car buying experience in my life and believe me I have bought quite a few cars so far. The only time I went to the dealership was because Adam insisted that me and my wife come in for a test drive and get a feel of the vehicle. That was actually a ruse to get us into the dealership, because on that particular day BMW was having a sales promotion and if you signed up for it you got $1000 off on your next purchase, thanks Adam that was a big deal. The vehicle was a gift to my wife and because of my options it had to be ordered and it took us 5 weeks from order to delivery. Adam provided us with the order number and how to track the progress of the build at BMW’s Spartanburg facility. It was breathless anticipation and excitement till it arrived. Adam explained every feature of the vehicle and made sure my wife was comfortable and happy. He also introduced us to all the staff and the service personnel at the facility. The paperwork was a breeze and we were out with our new baby and loving it ever since…Thanks Adam and Passport BMW More

My Experience Was Wonderful I don't understand the bad reviews because my experience was great. I read some of them before going in and was hesitant but I'm glad I visited Passpo I don't understand the bad reviews because my experience was great. I read some of them before going in and was hesitant but I'm glad I visited Passport anyway. I drove in early Monday morning due to a noise coming from the front of my 07 550i, rattling noises and Idrive issues. I was nervous of what to expect because I did not have an appointment, however Mr. Keith Renner greeted me professionally and accomadated my needs. I was even arranged a loaner vehicle as the diagnosis would take a while. I was impressed by this considering that I was just a walk in. Mr. Renner kept me timely informed every step of the process, explained thoroughly the charges which seemed very reasonable and had me back in my vehicle within 3 days. I am very satisfied as I have experienced some horrors before with my vehicle being held up in a service center for weeks. Out of all the years of dealing with numerous service advisors from different brands of vehicles, Mr. Renner is one of the best I have had the pleasure of dealing with. He went above and beyond his necessary job duties to ensure that I was fully satisfied with my experience. I can tell that he has a passion for his job and is dedicated to customer service which is needed in such an industry. I would easily give a 5 rating to customer servcie, professionalism and timeliness. The service technician who worked on my vehicle was also very helpful on the test drive and explained what my issues were. I can tell that he thoroughly enjoyed his job and he put more than the usual attention and care to my vehicle. By the way, I've visited BMW of Silver Spring, Annapolis and Rockville but I had the best satisfaction from Passport. More

This is a review for service. They have a great sales department, and an incredibly mediocre service department. I've had experience with this dealership for 4 years now. The service department at this department, and an incredibly mediocre service department. I've had experience with this dealership for 4 years now. The service department at this dealer is in a permanent state of disaster no matter when you show up. They are never prepared to handle the workload whether there are 2 people or 20 waiting. Here is what to expect. 1.) Making an appointment for anything means you dropping your car off for the whole day. The appointment is not an actual appointment at all and it doesn't matter. If you bring your car in for an oil change, and make an appointment 2 weeks in advance, for the morning, you will be leaving your car and getting a loaner. The oil is likely brought by hand from Germany. Fortunately, you only need it every 8000 miles, because if it was any more often the visits would prove intolerable. You can wait, but who knows how many hours it will take for them to change your oil. I mean it is a performance machine after all. 2.) They always wash and clean your car after any service. This is a real perk, except the process often takes longer than serving the vehicle itself. I kid you not I have waited for an hour for the car to be washed after the work was completed. The staff never tell you that it may double your wait time. Why they think waiting an extra hour for some car wash is a perk remains a mystery. Its not free, it will cost you at least an hour of your life if you wait. 3.) Inevitably you will need a loaner car. You will wait. If it is the weekend then there is only 1 person working in that section. They will quickly find their cars are out of gas and you have to wait for them to fuel one for you. The gas station is 200 meters from the dealership. Today I waited for 45 minutes for them to fuel a loaner car. Upon finally accomplishing this, the person in charge told me they only filled it to a quarter tank. Yes, 45 minutes waiting for them to put only 1/4 of fuel from a gas station visible directly outside the window. It was the most amazing thing I had heard all week. She told this to me straightfaced as well, as though it was a logical thing to say to a customer. The staff will of course never tell you that whatever basic service is about to be performed will cost you an hour of your life and you could have been at work or home long ago. 4.) The cashier's office is where you do all your business. Like all service elements at this dealer, you have to wait. Even if you're just picking up the key from free service, you're often stuck behind someone disputing their bill for 10 minutes. 5.) Anything requiring an alignment afterwards, which is many things, basically requires you to forget about your car for a day or several days. The alignment machine is god, because there is only one of them at any dealer and all service reps pray to it. You car can be done in 10 minutes, but will be three days in line to be placed upon the alignment machine. This is because it is a performance machine and cannot be aligned within a humanly conceivable time frame. 6.) All representatives in the service department describe a process or a problem as though it is their first day ever working at this dealership. They are professionals at feigning surprise when something takes forever to complete. Although they are the ones managing the process, daily, they will never inform you of the time required or set your expectations. 7.) The coffee is free, but it tastes terrible. Again, great sales team. Terrible service team. The reviews on their website are only from people they have contacted to write them a review. I'm providing this one free - as a perk. More

I am writing this letter to inform you how dissatisfied I Jamilah Walker am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would s Jamilah Walker am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would say this. My issues, frustration and being taking advantage of all started on January 3, 2014 with my BMW 645i being taken to Passport BMW due to my transmission malfunction light and engine light intermittently coming on at times. I then took my 645i BMW to Passport BMW on January 6th 2014. I explained to the intake service representative Patrick Mederos what the issues are with my car. The service technician ran a diagnostic test on my car and informed me that the software needed to be updated which he recommended it to be updated. I was also told that the coolant warning light illuminating due to leak coming from expansion tank. Expansion tank needs to be replaced and that is what was triggering the engine light to come on. I was also told the vacuum pump is beginning to leak but this was not something that immediately needed to be replaced sometime it takes 2 years before needing to be replaced. I was also informed that no permanent failures stored for the transmission, the technician thoroughly checked out the transmission to ensure there are no problems with it. The transmission is ok, nothing wrong with it. No transmission fluid leaking. That was all that was found wrong with my car at the time. I agreed to have the system updated due to him stating that this is the issue with the light coming because the system had not been updated since 2008. Following his recommendations, I had the software updated and the vacuum pump fixed at the time. I was also informed me that a 21 point inspection was performed in addition to ensure the issues of my car per Patrick Mederos. After my car was in the shop for approximately over 1 week, I responded in to pick up my car and discovered that several other things were done to my vehicle without my consent including changing my left rear tire and lying on the paperwork that I refused an alignment which put my safety at risk due to my car shaking badly. I never refused an alignment because I never authorized my tire to be changed I informed Patrick Mederous that I would get the main work completed and come back to have the additional work completed. However, this caused me stress when leaving the service center because I felt that something would happen to my car after so many complaints. Approximately over 1 week later, I drove my car a few times putting very little miles on it. I then noticed my car still was not riding as usual and the engine light came on which it had in the pass. I contacted Patrick which he informed me to bring the car back in. He ran another Diagnostic Test on it. He informed me that the Crank Shaft Valve was cracked. He recommended me getting it fixed. This caused me more stress and I had to get my Boyfriend (Mr. Atkins) to contact Fred The service Manager on my behalf to try come to a compromise on getting this fixed. Mr. Fred's conduct was unprofessional and which he made some inappropriate comments. This caused me to personally take time from my schedule to come and meet The GM (Joe Long) to discuss the aforementioned issues. Mr. Long who is the GM was very professional and assured me that he would look into the matter. He contacted my boyfriend and me very quickly and we were able to compromise on the cost to get the Crank Shaft Valve repaired because this was another issue that came about which should have been caught during the diagnostic. This relieved the issues to my satisfaction at that time. Once the work was completed I picked up my car after being in the shop for approximately over 1 week again. As I drove off the lot, I was wondering if my car was going to have more issues due to the level of complaining that was done. I wanted to have faith and trust in BMW's skilled Mechanics that they properly diagnosed and fixed the problem but I was skeptical for various reasons. I drove my car with no long distance traveling. On average, I may put approximately less than 30 to 40 miles on my car per day. Approximately 1 week later, I noticed my Transmission light coming on again. This caused me more stress and I started to cry out of frustration because I felt this would happen because I complained and the service manager Fred Gelinzky got fired for his action. I called my boyfriend and told him this is too much for me to handle because my car's transmission light came on again. He calmed me down and told me to contact Patrick. Patrick told me to bring the car in and he ran another diagnostic test on it. My car had been in the shop for over one week and once again and he contacted me on Tuesday February 18th 2014. He informed me of more bad news which was very hard to accept. I was told that the diagnostics test showed that my transmission needed to be replaced and it would cost over $6500 from the same issue that I was having from day one when my car was brought there. I am outraged that I was informed about this. My car had been in and out of the shop since approximately January 6th, 2014. Approximately 50 days had lapse since January 3rd 2014. My car was in my possession approximately 22 days and Passport BMW had my car at the shop for the other remaining days. This had caused unnecessary stress on me and a financial burden of approximately 1000.00 being paid within that time on my car repairs recommended by the BMW Staff. I have done my part as a customer to report these issues and it seems to get worse for me. I feel that I have been a victim since I complained about my car being in and out of the shop for the same reasons and because the service manager got fired for his actions which were not the first time he has behaved like this to other customers per Mr. Long. Patrick had informed me that The New Service Manager Joey requested assistance for a "Good Will" from BMW of North America to step in and help me due to my car being in and out of the shop for the same issues and because they did not perform good service on my car and the complaints that I have because I was told that my car transmission was ok but now after complaining it needs to be replaced is appalling. I am pleading and respectfully requesting that BMW of North America step in and handle this matter on my behalf at no cost to me due to the multiple times my car had been in the shop within a short period of time with the same issues that were previously reported. Here are the facts. My car had been in and out of the shop within a short period of time since January 3rd, 2014 thru Feb 13, 2014 for the same issue but every time I bring it back they find a new issue that was not there when they performed the diagnostics. My car had been driven very short distances and very little miles were put on it after picked up from the shop and me being told that nothing is wrong with my transmission. I followed the Technicians recommendations at Passport BMW. I incurred a considerable amount of loss in currency, loss of time from work, loss of time from school and frustration with lack of the ability to concentrate. I don't have the money to put this much into my car after I was informed that my transmission was ok it was a system upgrade that was need. If this situation happened to you the reader or your family member you would be frustrated and feel that you did not receive the proper treatment as well. On February 20, 2014, I received an email stating that BMW would pay 25% which still leaves me a 5700.00 bill is obscured after being told that my transmission is ok is not acceptable to me, nor is it a fair negotiation for all the problems I have been through and my car is worst than when I brought it in to be fixed. In closing, I do want to thank Mr. Joe Long who have heard my complaints and were professional in dealing with these matters. Your consideration in this matter would be greatly appreciated. I wish all the Best to BMW and its Staff. Sincerely Jamilah Walker More

My car buying experience was by far the best! Jerome took care of the entire process from start to finish. Awesome experience I will make sure I tell all my friends and family to purchase their vehicle took care of the entire process from start to finish. Awesome experience I will make sure I tell all my friends and family to purchase their vehicle from Jerome at Passport BMW More