Passport BMW

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

Customer service was excellent through out the whole process.paper work was completed and a timely matter.answer all my question. Excellent sale person. I will return again and referred my friends. process.paper work was completed and a timely matter.answer all my question. Excellent sale person. I will return again and referred my friends. More

Ian Lawyer was very professional, helpful, patient and kind. Didn't pressure me, allow me to make my own decisions . I will recommend him and this dealership to family and friends. I purchased a BMW the s kind. Didn't pressure me, allow me to make my own decisions . I will recommend him and this dealership to family and friends. I purchased a BMW the same day. More

John Dugan was the most professional salesman I have ever worked with! Absolutely great in every regard. John's attention to detail and follow up on every item was spectacular. The best experience buying a worked with! Absolutely great in every regard. John's attention to detail and follow up on every item was spectacular. The best experience buying a car ever! Mike Cashman More

I actually compared two dealers of BMW nearby and found Passport BMW a very good place to shop. The sales person is very friendly and most importantly, the sales general manager offered very good price. So Passport BMW a very good place to shop. The sales person is very friendly and most importantly, the sales general manager offered very good price. So I got my first BMW X3 there. I also recommended it to my colleague. He ended in buying a BMW X3 as well! More

Direct approach very easy to work with and accommodating no haggling very fair price below other dealers. Use AnnaMarie she is the best, honest and extremely helpful no haggling very fair price below other dealers. Use AnnaMarie she is the best, honest and extremely helpful More

My husband and I have a long time relationship with this dealership dating back to 2001. We just recently purchased our 4th 750LI in 08/'13. Our Salesman, Anthony Fegan was outstanding in his product know dealership dating back to 2001. We just recently purchased our 4th 750LI in 08/'13. Our Salesman, Anthony Fegan was outstanding in his product knowledge, and he was very patient with us as we are older citizens. He gave us a tutorial on the many technical workings of the vehicle. Mr. Fegan is an asset to this company, and we appreciated his professionalism very much. It would be because of his care in helping us with this process, that we would continue to come back to BMW Passport. Sincerely, Reamer Shedrick Lucy A. Nedab-Shedrick More

This is my 4th BMW lease with Passport. I have continued to return because this dealership treats me with respect, is very professional, straight forward, and hassle free. There are 3 BMW dealerships close to return because this dealership treats me with respect, is very professional, straight forward, and hassle free. There are 3 BMW dealerships closer to me, but I don't even give them consideration. I have always done my homework before I call and know what I want. They find the vehicle and within a few days I have a new car. Everything is in order when I arrive and handled quickly and professionally. This time around I worked with John Dugan who was knowledgeable, responsive and a pleasure to deal with. I always highly recommend Passport to anyone interested in a BMW. More