Mel Cuesta

It sucks to write this because my service writer (Brittany, and sales manager Jerry) has always been great to me for years now . However It all change last week. I took my X7 for service because AC (Brittany, and sales manager Jerry) has always been great to me for years now . However It all change last week. I took my X7 for service because AC wasn’t working. I was told it was fix and it wasn’t . Came to take another off day to bring again and this time was told is has a leakage. The part was not in stock so I was given a loaner(X5) took it on Wednesday and the next day which is Thursday. I took the car to work and park the car (I work in the car business also) it was 90 degree outside . By the end of my shift I went to the car and saw a Huge crack on the windshield. However there was NO chip or even a hole to show what the issue was. I told them asap and even got my SERVICE TECH out there. They took a look at the brand new car and said it has a defective windshield. Base of how the crack was Form the top of the hood without no dent or chip on it . I told the service manager . He said I Understand and will let the SERVICE DIRECTOR call you.It is a brand new car . Next day my insurance call me and tell me that BMW service manager put in a claim for a a damaged on windshield. STATING that I told them It was involve one another car? Not only was this a lie but also embarrassing to huge Mileone as a franchise dealership More

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This is the only dealership I will go to for service. Both Neil. and Mel can be counted on to provide excellent service Both Neil. and Mel can be counted on to provide excellent service More

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I have been coming to this dealer for service for more than 10 years and was disgusted by the service I received today. I had a coolant engine leak and dropped my car off for assessment. The dealer quot than 10 years and was disgusted by the service I received today. I had a coolant engine leak and dropped my car off for assessment. The dealer quoted me $2000 for a radiator replacement. I agreed to the work and when I picked the car up, I noticed a significant paint chip on the car that was not there when I dropped it off. What's more disturbing is that when I pointed it out to Mel Cuesta he reviewed some video of when the car was came into the garage and insisted that the damage was there. It was not and the video does not show depth of the panel or situation. I have no reason to make this up. Mel, stuck to his script and could not have cared less about my complaint. I will never do business here again! More

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Great experience and customer friendly. I would recommend this dealership to anyone. Big thanks to Howard Moon! I would recommend this dealership to anyone. Big thanks to Howard Moon! More

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keon is amazing extremely knowledgeable and compassionate thank you my car is riding so smooth bluetooth so so compassionate thank you my car is riding so smooth bluetooth so so More

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Been using this dealer for the last 20 years and it’s the only BMW dealership that truly appreciates their customers. From my service advisor Neal Taylor to my new favorite sales advisor Ron Ventura the leve only BMW dealership that truly appreciates their customers. From my service advisor Neal Taylor to my new favorite sales advisor Ron Ventura the level of professionalism and trust puts the Catonsville team above all others. More

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I am extremely grateful and pleased to have Jamie as my service advisor. She is very responsive and has impeccable customer service. In addition, The service provided by everyone at Catonsville BMW is se service advisor. She is very responsive and has impeccable customer service. In addition, The service provided by everyone at Catonsville BMW is second to none. My car is running exceptionally well👍🏾. More

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This dealership is amazing and has the best service department.my service advisor always sets perfect appointments and the same tech has been working on my cars for years now!!Love everything about the department.my service advisor always sets perfect appointments and the same tech has been working on my cars for years now!!Love everything about the experience and professionalism!! More

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REVISED based on follow-up communication from the service manager: I want to recognize Mel Cuesta, service manager, for reaching out after my reading my review and taking care of me for my follow-up appoint manager: I want to recognize Mel Cuesta, service manager, for reaching out after my reading my review and taking care of me for my follow-up appointment. He reached out to acknowledge all that went wrong with the initial appointment. Additionally, he provided a no-cost repair with a loaner vehicle for the day. Keon Tobin was my representative who was fantastic and treated me in a professional and fun manner. This was the first time meeting with Keon and I was very pleased. Keon is personable and helpful. Thank you both for the follow-up attention and communication. I have changed my rating to reflect the combined experience. Thank you. I am a first-time customer at this BMW service center and needed some information about repair on my rim. I called twice and left messages on the general service line. After several days of waiting for a return call, I decided to use the online appointment scheduling tool and provided details about what I needed. My appointment was scheduled and I showed up last Saturday on time. At the appointment, the service desk told me that they could not take me since it was a specialty service that I needed and offered no explanation of why my numerous phone calls were not returned nor why no one notified me of the online scheduling tool let me book an appointment for those services. I am extremely disappointed with the level of customer service and empathy I received. There was a complete disregard for my time and my husband's time since he drove there too (for a ride home while I wait). Despite having a scheduled appointment, I was turned away. What a waste of a Saturday morning. The service desk did provide me with another appointment after making some calls for the following week, so I did thank him for that. I will need to return to get the work done, but will not be coming back after this job is complete. What I am highly disappointed with is the lack of communication and follow-up. After leaving on that Saturday, I called the service manager, Mel Cuesta, and left a voice mail to talk about my situation. It's been 6 days without a return call. In light of these experiences, I cannot recommend this facility to others or consider using your services again in the future. Their customer service is in dire need of improvement and I hope that my feedback will serve as a catalyst for positive change. More

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Best service as always. No issues whatsoever getting my car in for the appointment and getting tires installed.Amazing dealership No issues whatsoever getting my car in for the appointment and getting tires installed.Amazing dealership More

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