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-- Tom D.

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Recent Reviews from BMW of Dallas

I purchased a new vehicle 2 months ago at BMW of Dallas and it was an unpleasant experience considering the luxury vehicles they specialize in selling. 3/5 stars. I wouldn't normally leave a review for a 3/5 experience, but my post-sale experience warrants a warning to potential buyers. The 1 star review is due to a complete lack of responsibility of the dealership to honor the delivery of a second key and owner's manual per the We Owe portion of our paperwork. After waiting the 1 month they said it would take to request and receive the key, I contacted the parts department and was told it was the sales representative's responsibility. Over the course of another month, I emailed, called, and left voice messages and received no reply. Finally, I called and explained the situation with another sales representative who admitted my representative was available. He forwarded my call, but again, no answer. I redialed, requested a sales manager to speak with and was forwarded to another voicemail -- this time a sales director. I left a message explaining the situation and within 15 minutes of hanging up, I received a call from my sales representative. Finally! I explain that I'm still waiting for my key and manual and ask for a status update, and they inform me that it was already mailed to me. I asked for more context -- via which carrier, when? The response was, paraphrased, "It arrived to our parts department and was sent 3 weeks ago via UPS or USPS or something." To their credit, they followed up with, "I'll look into it and get back to you." 3 hours pass and of course there's no follow up. I called the parts department and explained the situation and they confirmed that the key had arrived and was received by the sales representative weeks ago. After a 20 minute hold to look into it, I was told the sales representative was currently working with a customer and there was nothing else the parts department representative could do. The dealership is now closed and despite speaking with a handful of employees today, I'm not any closer than I was a month ago to understanding when -- or if -- I'll receive what is owed by this dealership.

Scott Morris Jan 25, 2020

****UPDATE**** UPDATE: A few MONTHS ago, I decided to pay BMW of Dallas a friendly visit after speaking with the service front desk and service manager VINCENT. Before visiting the location, VINCENT had called me right after I went posting reviews about my negative experience with him and his team telling me that he would personally see to it that I would get 100% reimbursement for their poor service (that could have easily put me in danger) and lack of professionalism from my entire experience with both him and his team. He then begged me to take down all of my reviews and honestly, I should've known right then and there that this whole thing was BOGUS. After telling him that I'd think about removing my reviews (I had zero intention of doing so), VINCENT promised me that no matter what, I had his word that he would uphold and honor my 100% reimbursement. So now... let's fast forward back to my friendly visit post phone conversation with VINCENT. A month has passed and I have yet to receive the mailed check that VINCENT promised me. I visit the location cool, calm and collected, asking to speak with the service manager. Of course, you can never get a hold of him (I'm sure he avoids 99.9% of the customers he blatantly lies to) and he, unfortunately (but not shockinis not answering his office number... but to my luck, guess who happened to walk riiiiiiiight past me while I'm at the desk? The man himself. VINCENT the MAGNIFICENT (Haha, I'm funny). So, pay attention people. This is where it gets juicy. I (still playing it cool), say hi. Give him my name. Ask him for an update. He... (wait... I gotta laugh at this) LIES STRAIGHT TO MY FACE TELLING ME THAT THESE THINGS TAKE TIME AND THERE'S PROCESS/PROTOCOL yadda, yadda, yadda. And I get it. I'm well aware of how things work but I knew VINCENT was lying straight to my face. He, get this. He told me that he had literally mailed the check the day before. This was in JUNE. It's almost OCTOBER. And nothing. And you know what? It's not even about the money. It's the principle. Don't give me terrible service, give me your word on fixing things, beg me to take down my review, lie to my face, and then fail to follow up at all. I highly encourage anyone who owns a BMW to stay away from this place and especially VINCENT THE MAGNIFICENT and his team. Take your car elsewhere, even if you have to drive to BMW of MARS. This updated review is all the closure I need. Excuse me while I go post to all of the additional review sites. Oh, and hey VINCENT. If and when you (and your staff) see this, DON'T CALL ME. Bye, FELICIA. *drops mic *picks mic up *drops it again *kicks it ****ORIGINAL REVIEW**** ZERO stars if I could. The majority of the team I've worked with is ABSOLUTELY HORRIBLE at communicating with their customers. I shouldn't have to leave 1,000 voicemails to my account manager and receive ZERO follow up... EVER. Even tried speaking with the managers and literally everyone I'm put in touch with simply passes me around to the next person or the next voicemail. 1. Took my car in for repair, they told me it was fixed... next thing you know, my car is on the highway shaking furiously THE DAY AFTER I spent TONNNNS of money for repair. And, uh, not to sound dramatic but... I could've been injured. 2. They called in a tow from my home to their location and told me I would not have to pay for it BUT GUESS WHAT???? $150 added to an additional $100 repair fee from what they were supposed to had originally been fixing when I FIRST PUT THE CAR IN THE SHOP! What in the... 3. They seriously had the AUDACITY to tell me to pay the tow fee now and I'll get reimbursed later... HAVE I BEEN REIMBURSED ladies and gentlemen?! NOOOOOOOOOOOPE. 4. I've been calling and calling to receive proof of tow so that I can submit the reimbursement but my account representative WILL NEVER a) pick up the phone or b) call me back. Working with them has been extremely frustrating and I'm so over that place. RIDICULOUS. I'd expect better from a luxury dealership. FAIL. DON'T DO IT.

Brittani Wilkins Jun 1, 2019

I've had THE WORST, deceitful, and disrespectful experience with BMW of Dallas's service when I brought in my X3 for major repairs in February. It took the dealership 3 full days to diagnose the problem - an oil pump chain break causing loss of oil compression. The service adviser was very short and abrupt in responding with a complete and informed answer. His demeanor from start to finish was hurried and dismissive, which indicated he felt my legitimate questions about my own car were a waste of his time. He also quoted me over $1K to diagnose the problem, which involved taking the engine apart. Upon discovering the problem, I was quoted a blanket price of $6.5K to fix it, which included a $280 + labor rate per hour. This prompted me to research other service providers in the area, the majority of whom charged about $100-$120 per labor hour. Needless to say, I was very disappointed to discover BMW of Dallas blatantly charged me $150 extra per labor hour, with no concrete evidence of this being required. The only explanation I received was that the labor was being charged upon the "matrix grid pricing", a term which equates to a complicated pricing schedule that the customer is generally unable to intelligently discern. I brought my friend, who is more familiar with car mechanics, to understand exactly where these price points originated. The diagnostic and service quote drastically changed upon my MALE friend's presence and questioning at the dealership. The diagnostic rate changed from $1,100 to $800+, and the labor rate changed from $280+ to $170 per hour. We were never provided logical rationale as to why this change was possible. This made me conclude it was because I was a woman, who did not have the foresight or specific car knowledge to discern a scam, and therefore I was being charged the going rate for fools. At this point, it became apparent BMW of Dallas was no longer trustworthy enough to earn my business for this, or any future, services or car sales. I also became concerned that I had been cheated upon originally buying the car in 2014. I chose to pay for the diagnostic performed and tow my car elsewhere. I was sold a car that BMW of Dallas knew would have these types of failures on a consistent basis. The service manager informed us this failure was typical at 50,000 miles (my car is now at 80K+ miles), and would most likely occur again soon in the future. And yet, I was still expected to pay $6.5K to fix this now, only to come back for the same issue in the near future. Nowhere during this interaction was I given alternative options to either trade in my car for a more reliable vehicle, consider purchasing extended insurance to cover this going forward, or consider another option to avoid reliving this experience again. I believe the best advice I received was from the tow truck driver who hauled my car off to another shop. He advised me to fix it, sell or trade it in for a reliable car, and never consider owning a BMW or doing business with BMW of Dallas again. I took his advice also passed it on to my friends in the market for a luxury car. I will never recommend BMW of Dallas or the BMW brand to anyone because of its repeated design failures and lack of reliability. I hope the management at BMW of Dallas improves customer service practices going forward to ensure customers are treated fairly, respectfully, and free of bias.

Pissed91 Feb 14, 2019

I've had THE WORST, deceitful, and disrespectful experience with BMW of Dallas's service when I brought in my X3 for major repairs in February. It took the dealership 3 full days to diagnose the problem - an oil pump chain break causing loss of oil compression. The service adviser was very short and abrupt in responding with a complete and informed answer. His demeanor from start to finish was hurried and dismissive, which indicated he felt my legitimate questions about my own car were a waste of his time. He also quoted me over $1K to diagnose the problem, which involved taking the engine apart. Upon discovering the problem, I was quoted a blanket price of $6.5K to fix it, which included a $280 labor rate per hour. This prompted me to research other service providers in the area, the majority of whom charged about $100-$120 per labor hour. Needless to say, I was very disappointed to discover BMW of Dallas blatantly charged me $150 extra per labor hour, with no concrete evidence of this being required. The only explanation I received was that the labor was being charged upon the "matrix grid pricing", a term which equates to a complicated pricing schedule that the customer is generally unable to intelligently discern. I brought my friend, who is more familiar with car mechanics, to understand exactly where these price points originated. The diagnostic and service quote drastically changed upon my MALE friend's presence and questioning at the dealership. The diagnostic rate changed from $1,100 to $800 , and the labor rate changed from $280 to $170 per hour. We were never provided logical rationale as to why this change was possible. This made me conclude it was because I was a woman, who did not have the foresight or specific car knowledge to discern a scam, and therefore I was being charged the going rate for fools. At this point, it became apparent BMW of Dallas was no longer trustworthy enough to earn my business for this, or any future, services or car sales. I also became concerned that I had been cheated upon originally buying the car in 2014. I chose to pay for the diagnostic performed and tow my car elsewhere. I was sold a car that BMW of Dallas knew would have these types of failures on a consistent basis. The service manager informed us this failure was typical at 50,000 miles (my car is now at 80K miles), and would most likely occur again soon in the future. And yet, I was still expected to pay $6.5K to fix this now, only to come back for the same issue in the near future. Nowhere during this interaction was I given alternative options to either trade in my car for a more reliable vehicle, consider purchasing extended insurance to cover this going forward, or consider another option to avoid reliving this experience again. I believe the best advice I received was from the tow truck driver who hauled my car off to another shop. He advised me to fix it, sell or trade it in for a reliable car, and never consider owning a BMW or doing business with BMW of Dallas again. I took his advice also passed it on to my friends in the market for a luxury car. I will never recommend BMW of Dallas or the BMW brand to anyone because of its repeated design failures and lack of reliability. I hope the management at BMW of Dallas improves customer service practices going forward to ensure customers are treated fairly, respectfully, and free of bias.

Pissed91 Feb 14, 2019

The experience has made me rethink owning a BMW. It’s sad as I have owned a BMW for the last 12-15years. I was misled twice and it’s pathetic that they do this to their so called loyal customers. Best advice, ask the rep on the phone to send you a print showing your reason for the service. If not you will pay for their lack of exp or laziness. Second, ask them to explain in detail what they will get done, why and how much. I scheduled a service request back in November as I had an 'Autocheck' warning. when I came in, I informed the guy at the entrance - appt for the auto check and that they should see if the power lag I am facing is due to that code. I get called a couple of days later and it’s the clutch. I go in Pay $115 and take the car home and get it fixed. Late Dec I find that the Autocheck light/warning was never cleared. It shows a mileage count so I knew it wasn't. Once I was back in town I call and set up an apt – Saying I need you to remove the Autocheck warning as I have already paid for the service and was not removed. 2 days before the appt my check engine light comes on. So while dropping the car off I mention - I would like the check engine looked at while clearing the code. I thought the Check engine was due to the Autocheck not being removed (It hit 2000+ miles overdue). I'm told the CE light is due to the DMTL pump and have to pay $700. I could not afford it at the time so I tell Donna (S.agent) to clear the codes and that I will pick up the car. Again paid the $115, which this time was told it was for the diagnostic check for the CE light. I leave the dealership and come to find that both the CE light and Autocheck light are still on. So I call. To my surprise, I am told then that there is a different method to clear the Autocheck (Connect to a diff computer). This will take 90min and will cost $225. That the CE may have just come back on but also could be that service never cleared it. SO I state my case, why am I paying an extra $225 when this was what I came to get done back in Nov. No answers other than me being yelled at saying I came in to check the clutch. Why would I come in if I knew it was the clutch? And what does the appt card say..... it just says check code. Which for BMW is a completely different thing. Knowing this, would you not thing that there service department would do a better job from point A to Z. I then found out that this happened both times. Plus the service crew at the bay don’t really listen to you when you hand the keys off.

Chris Jan 24, 2019

On Monday morning (by appointment 11/19), I took my 2006 BMW in for repair!The service advisor was not at all familiar with the BMW product... & The Technician failed miserably. The left front headlight casing was completely replaced. The problem is that it was not calibrated at all after being replaced. Because this was a complete headlight replacement, I didn’t expect it to match the older light completely... But when you’re driving on two-way streets and oncoming drives are flashing their lights at you because they can’t see, you know that the calibration is off, or not done at all! So when checking the light projection myself, the new light seemed to be pointed way left of center. What the hell??? How can this happen? Not safe at all, and it looks to me as if there was no effort to calibrate it; not to mention I waited 7 plus hours for the 1st repair (arrived at 9:15am, left at 4:20 pm)... way too long for the time range given to me at the time of repair (a couple of hours at the most is what I was told). Another problem was that I explained thoroughly to the service advisor I was missing the “access panel” underneath the front left tire and that it also need to be replaced. The access panel allows entry into the light casing... and if missing, it leaves a big hole which can expose some of the electrical components to the elements. Well it’s funny how I was given a diagnosis of all the current problems my older car has, but the concerns that made me bring the car to your dealership in the first place were totally ignored or mismanaged. The advisor had absolutely no clue as to what I was talking about, but simply agreed to take care of the problem. What in the world is happening here??? After waiting patiently all day long, neither problem was resolved! New light installed, but not calibrated... access panel still missing! And with the hefty repair price tag that went along with these services, I find it all unacceptable... So I had to return the next day (Tuesday 11/20) and wasted 2.5 more hours waiting for corrections to be made... totaling ruining my day! Then your your service advisor tries to explain the problem with the dumbest explanation ever (which confirms that person's lack of knowledge about BMW products)... The advisor says that one light was going to be lower than the other because it is newer. What the hell is this person talking about? Really??? Then why are you telling me it’s fixed correctly now and that the projections are now level. I can only assume that person (service advisor) thinks I'm an idiot... Just say anything to the customer, it's BMW so he'll believe it? Well, I promise you that I am not an idiot! I feel totally insulted, disrespected, and dissatisfied!!! So much in fact that I won't consider this dealership for future repairs or purchases... I really like BMW, but they failed me, and insulted me all at the same time! The funny thing is that it’s almost time for me to purchase a new auto... tell me, why would I ever consider a return to “BMW of Dallas” or maybe BMW at all? Andre’

Andre Smith Nov 23, 2018

On Monday morning (by appointment 11/19), I took my 2006 BMW in for repair!The service advisor was not at all familiar with the BMW product... & The Technician failed miserably. The left front headlight casing was completely replaced. The problem is that it was not calibrated at all after being replaced. Because this was a complete headlight replacement, I didn’t expect it to match the older light completely... But when you’re driving on two-way streets and oncoming drives are flashing their lights at you because they can’t see, you know that the calibration is off, or not done at all! So when checking the light projection myself, the new light seemed to be pointed way left of center. What the xxxx??? How can this happen? Not safe at all, and it looks to me as if there was no effort to calibrate it; not to mention I waited 7 plus hours for the 1st repair (arrived at 9:15am, left at 4:20 pm)... way too long for the time range given to me at the time of repair (a couple of hours at the most is what I was told). Another problem was that I explained thoroughly to the service advisor I was missing the “access panel” underneath the front left tire and that it also need to be replaced. The access panel allows entry into the light casing... and if missing, it leaves a big hole which can expose some of the electrical components to the elements. Well it’s funny how I was given a diagnosis of all the current problems my older car has, but the concerns that made me bring the car to your dealership in the first place were totally ignored or mismanaged. The advisor had absolutely no clue as to what I was talking about, but simply agreed to take care of the problem. What in the world is happening here??? After waiting patiently all day long, neither problem was resolved! New light installed, but not calibrated... access panel still missing! And with the hefty repair price tag that went along with these services, I find it all unacceptable... So I had to return the next day (Tuesday 11/20) and wasted 2.5 more hours waiting for corrections to be made... totaling ruining my day! Then your your service advisor tries to explain the problem with the dumbest explanation ever (which confirms that person's lack of knowledge about BMW products)... The advisor says that one light was going to be lower than the other because it is newer. What the xxxx is this person talking about? Really??? Then why are you telling me it’s fixed correctly now and that the projections are now level. I can only assume that person (service advisor) thinks I'm an idiot... Just say anything to the customer, it's BMW so he'll believe it? Well, I promise you that I am not an idiot! I feel totally insulted, disrespected, and dissatisfied!!! So much in fact that I won't consider this dealership for future repairs or purchases... I really like BMW, but they failed me, and insulted me all at the same time! The funny thing is that it’s almost time for me to purchase a new auto... tell me, why would I ever consider a return to “BMW of Dallas” or maybe BMW at all? Andre’

Andre Smith Nov 22, 2018

Is there 0 stars?..Because I'd like to give 0 stars...DON'T COME HERE. I WISH I READ THE REVIEWS...The absolute worst BMW experience I have ever had. I came here because it was about 10 minutes away from my house--I usually go to BMW of Plano. My right front tire had been slowly losing air over the last 3 weeks or so, and within the last 2 days had been at 5psi [flat] when I would wake up to go to work..The other tires did fluctuate to lower psi due to colder weather as expected, but the right front tire kept going flat. I work nights, so after I got off around 730am my tire was flat again, so I brought my car in. I explained the situation to the advisor which I thought would be an easy "slow leak" or "nail in my tire" diagnosis. I had my car brought back to me and was told that there was nothing wrong with my tire. I again explained what happened over the last few weeks, and that it wasn't possible for nothing to be wrong with the tire and asked if they could take a look at the tire again. They took it back again and brought it back up after about 10 minutes and told me that there wasn't anything wrong with the tire--they did a thorough inspection of the tire and they didn't find anything. They said it just may be "weather-related". I'm dead tired at this point, and let them know if I woke up the next morning and found that my tire was flat again I would not be happy at all. Went to sleep and woke up, and SURPRISE! My perfectly fine tire was flat. :/ So I had to air up my tire to get to work, air it back up after I got off (because it went flat AGAIN while I was at work), and drive to BMW of Plano, because I didn't want to waste a single iota of time going back to BMW of Dallas. Especially since because I didn't have an appointment 24 hrs out, they wouldn't give me a loaner car [which was also to my annoyance the previous day when they told me that]. Went to BMW of Plano, I thoroughly love the seamless service drive experience and customer service from their staff. I got checked in...told my advisor what was going on--he put me in a LOANER...and guess what, upon inspection of my "perfectly fine tire"--there was a BOLT stuck in the CENTER of it (HOW DO YOU MISS THAT?!?!).... Got my tire changed out and picked up my car late that evening. I should have just stayed going where I have been going, instead of trying to go somewhere for the sake of convenience. I went back to BMW of Dallas before I went to pick up my car to speak with the Service Manager, and when I walked in nobody greeted me--I was walking around to find an individual to ask if I could speak with the Service Manager....found this nice young man who walked me over to where he was and let me know he'd be with me in a few minutes...Sat and waited about 15 minutes..asked a service advisor I saw if the Service Manager was available....he walked over to his office and said he wasn't in there, and then points to the service drive and says that "He's the guy in the blue suit" and that he's talking to someone, he'll be back inside soon..and goes back into his office...[Okay??...thanks for that..] Waited another 10 minutes..walked back over to the nice young man who helped me in the first place and let him know nobody had came over to speak with me yet...he checks and sees that the Service Manager is with someone else. I had more errands to run and I left my contact information with him and I also left a voicemail for the Service Manager and have yet to be reached out to. So in a nutshell I would never be back here for service...I gave them 2 chances to fix my service issue and they failed. I don't trust the competence of the Service at this location if you can send home someone who CLEARLY is explaining a slow leak/nail in tire issue and tell them nothing is wrong with their tire--thereby wasting my time (because I had to take more time to get this checked out AGAIN). This location seems to be lacking in basic customer service and follow through...I will gladly drive the extra 30 minutes to the BMW of Plano to have any service issues addressed...and I was thinking about using the equity program they have here...but judging by what I have encountered here a few days ago, and the reviews I see here, I think I will pass.

Annahs Marie Dec 23, 2017

BACK IN 2015... I got a 328i. I worked with the AutoNation sales guy, who wasn't overly knowledgable, and I basically had to deal with his manager instead, who had little to no time to deal with me. After getting the car, I had some issues with it from the get-go. Only after FIVE visits back to the shop over 2 months, and the problems were resolved and my car was THANKFULLY perfect since (no credit to AutoNation at the time). Of the times that I had to bring in my vehicle for a checkup and regular maintenance, the service reps were non-existent and I bounced around from one rep to another until I landed on the worst one of all: a pompous know-it-all ass. It was at that point I swore I would get my car at another location. NOW 2017 Over the past year, I had watched the BMW of Grapevine (Sewell) location get built, as I work in Grapevine and drove by the new dealership location every day. Once the dealership opened, I decided to trade in my model for an upgrade. Let me say, that Sewell did an amazing job with the building and their customer service was impeccable. I almost made a deal there, however,.. I had my eyes set on a specific car, with specific options, at a specific price cap. After looking at the inventory at the Grapevine location TWICE, I had something that was close to what I wanted. After doing my research with websites like consumer reports, etc, I ended up getting a bunch of calls and emails from various other dealerships around DFW. Then, I got a text from a girl over at BMW of Dallas. Her name was Nichole Sullivan, and she was unlike ANY of the previous sales or service staff I have dealt with at BMW of Dallas. I trash-talked her employer right to her face, telling her that I hated BMW of Dallas / AutoNation and that they just can't compete with Sewell and the new location in Grapevine. She was almost speechless. What could she do attempt to apologize for how I was treated in the past? Well Nicole did the impossible and managed to find the an even better car and negotiated with me and practically got me the car for the price I wanted with some extra add-ons! What really mattered to me the most, was that she was a NO-BULLSHIT girl. She told me her back story, about coming from a completely different dealership and series of car brands. She had quickly mentioned in conversation that she was also in the military, which I then witnessed that experience as she simply did everything herself. She bounced around the dealership, getting different paperwork, and car mats, and she even bypassed some middle-people to get a specific screw driver to take my plate protector off of my old car as I traded it in. She didn't get caught up in bureaucracy and red-tape when she needed something and went to the people who could make the deal for what I wanted. Meanwhile, she kept things SUPER professional, down to earth and listened to my needs the entire time. Not only that, she bought me lunch and she even made a fun video with pictures of me and the new car. We've been in touch a number of times since getting my new X5 xDrive a couple weeks ago. And we're planning on going for lunch soon. I also want to recognize that the other staff members that helped me out were markedly improved as well, including Billy Underwood, Oscar Magana and Reesh Ismail. In hindsight, maybe the Grapevine BMW dealership had a part in all of this. Having been built, was the kick in the butt of AutoNation to improve their customer service and sales team. I also heard that the new manager has plans of remodeling the building too in the coming year which is pretty exciting too. Either way, something really good is starting to happen at BMW of Dallas.

Mike Kormendy Nov 5, 2017

BMW of Dallas | Certified Center

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