[noel88]

I'm curious—how many of you feel like your BMW service dealer advisors are the worst? I'm in Orange County, NY, and the one near me is absolutely terrible! The service advisors are unprofessional and downright rude. I checked the BBB and other review sites, and they’re consistently listed as one of the worst in customer service. On the flip side, I’ve had no complaints with the sales team—they’re perfectly fine.

Is it true that service teams work on commission? If so, that seems to be part of the problem. Once they're commission-based, it feels like customers end up getting the short end of the stick. It’s hard to trust what they’re telling you about your car and whether the work is actually necessary. On top of that, you often have to fight to get things covered under warranty, which is just exhausting. To be clear, I’m not saying all BMW service departments are like this—there are definitely some honest teams out there, and to those, a huge thank you!

I just had a terrible experience with a service advisors over the phone for 15 minutes straight. It was so frustrating that I decided to just let them handle the recall work and take the rest of the issues elsewhere—even if it means paying more.

I plan to write a letter to BMW Headquarters about the experience. Will it make a difference? Probably not. But if enough of us share similar experiences, maybe they’ll take notice and make some changes.

What about you? How would you rate your go-to service department—5 stars or 0? Let’s hear your thoughts and experiences!

[NSXR]

My service dept is fantastic, as is my advisor, but I must confess to driving further to that particular dealer because they were recommended.

Sadly, your experience isn't uncommon.

[noel88]

Yeah, that is what I am going to do as well. I will be driving much further away to a recommended one I have been told about.

[BMthusiast]

My SA price matches the lowest indy quotes and gives me a nice courtesy rental every time. The labor is a bit more but I'm fine with it because the work is meticulous. They're very adamant about maintaining high reviews. You shouldn't settle for anything less than top-tier service. And absolutely leave honest harsh reviews if you're dissatisfied with a dealership. Reaching out to BMW HQ is effective too.

[Elderado82]

I can't understand why some service centers don't prioritize excellent customer service. You'd think they would want to maintain the highest reputation. Even though warranty work profits are generally lower than regular service jobs, it still provides a significant revenue stream for dealerships. This is because manufacturers reimburse dealerships for warranty repairs, and these repairs often lead to customer loyalty and repeat business.

Moreover, as the number of new vehicles sold increases, the volume of warranty-covered vehicles needing service also rises, boosting a dealership's profitability.

Poor customer service simply undermines this profit. If I were the service manager, I'd be firing those who don't meet the standards. Thankfully, I've never faced these issues. My BMW service advisor has always excelled and goes out of her way to ensure my car is well taken care of.

[Emily172013]

I've had nothing but outstanding service from my dealer since the late 1980's. It most likely is a top reason why I'm still driving BMWs.
I had them trade the Z4 that was at another dealership because I wanted to only deal with them.
Also noted, they are in line, pricewise, with the independents in my city.

[MaxVO2]

Originally Posted by Emily172013

I've had nothing but outstanding service from my dealer since the late 1980's. It most likely is a top reason why I'm still driving BMWs.
I had them trade the Z4 that was at another dealership because I wanted to only deal with them.
Also noted, they are in line, pricewise, with the independents in my city.

***My local BMW dealer has outstanding service but they are *super* expensive compared to many many indies in my area that work on BMW. Many people in my area just take it to the dealer out of habit I guess - for many it's just basic transportation and they only keep their cars while under warranty anyway.

They have a gorgeous waiting room, and the overall dealership is super nice, and everyone is friendly, etc..

[ppointer]

My dealer in Ohio is awesome.

I would say a letter to BMW would make a huge impact. Negative surveys also impact funds that flow back to the dealer.

[wrickem]

Honestly, I feel like royalty when my car is in for service at my BMW dealership. If it can be fixed under warranty, it is. If I have to pay, they always find a way to save me money. And they give nice loaners even for simple oil changes.

[DanG]

I have never had a problem with my local dealership. Excellent service and the job is done right the first time. Also cant complain about the $225 three years oil change deal.

[Colemme]

Not all dealerships are created equal; you might need to shop around and compare a few to find one that truly stands out with excellent service and fair pricing. Having said that, dealerships tend to prioritize the maintenance and attention given to high-end vehicles over more budget-friendly models.

[Velvet Fog]

Time to find a new dealer. All the local Mercedes dealers service departments suck and that was a big factor in my switching to BMW after having 4 Mercs.

Bought my car at a BMW dealer in another part of the state and had it serviced at a nearby dealer that has a great reputation. Other than the usual dealer cost premium, I've been very happy with the routine service, detailing, tinting, etc.

[Leucosticte]

Yeah, they broke some stuff during warranty work on my parents X3 and then the service advisor said they didn't do anything wrong and will not cover it. I had to end up fixing it for them.

[cfm56d7b]

I live in Orange County, CA (the other orange county) and my dealer experience has been very different from yours. The prices are of course higher than local indy shops but the service experience - transparency, loaner availability - approaches outstanding mark.