Ana K

9 de dic. de 2020

I’ve been going to BMW of Rockville for 20 plus years, one of the many reasons why I have bought my BMW’s here is because they always had a loaner for me, my time is important to me as it is for everyone. Today I went to service my new BMW at the new location. For the first time I do not have anything good to say. I arrived for my appointment at 10am, a simple oil change, and No loaner available for me. It seems as if they have thinned down their fleet of loaners and now make clients wait all day as I did, my car was ready at 2:20pm. Or they will give you a ride to your home, I live in Frederick so that wasn’t feasible. When I first arrived there I had to pull in to the garage and all of the advisers were sitting at the counters lined up and clients had to stand ( no chairs). This service is like the service that Honda gives. Not knocking Honda, I own a Honda, but BMW is a step above Honda and should treat their costumers as such.I felt very disappointed that BMW of Rockville has stepped down on their service to their loyal customers. When I bought all of my BMW’s that was one of the perks, was that you were promised a loaner if the car was going to be more then an hour. BMW of Rockville know how many people are coming in, because now you need to make an appointment, so they should have a car available if not they should at least advise you in advance that they are out of loaners. The only good thing that happened today is that Joy, my advisor who has been taking care of me for years, put me in as a VIP waiting so that it wouldn’t take too long and she gave me a snack bar. Joy is great, she always looks out for her clients.

Bevin Cherot

5 de mar. de 2021

Update 5 March. Took my car in for deferred maintenance from an inspection last fall. The only thing better than great service is a repeat performance that consistently meets a very high bar. Had exact same great experience again much in line with what’s written below and I have complete confidence my BMW is in tip top shape. I love a dealership where the #1 competency IS competency. Front office: got my appointment booked immediately, had a calendar invite sent and confirmation promptly like within a minute. Service Desk: had my issues triaged, very up front with labor and costs and weren’t pushy about getting service done that I really didn’t need but let me know if impending issues. Offered me a loaner, managed expectations of time for repair and cost was within fair estimate. Also they were great about informing me of airbag recall campaign and made sure I was taken care of. Essentially everything was made easy, transparent and focus on customer service. My car was cleaned and washed and looking great upon pick up. Overall a great experience.

Emby NYC

9 de ene. de 2021

BMW of Rockville is fantastic! Remarkably, they were able to get me right in for an emergency repair, which took only a couple of hours to complete. The building is completely modern and immaculate, which I especially appreciated during Corona. Everyone was friendly, helpful, and polite. I felt confident that my car would be in good hands. The repair was a bit pricey, but the level of service, the friendliness and professionalism of the staff, a spacious lounge with coffee and a complementary car wash actually made it an enjoyable experience! I absolutely love my car and will bring him here again, for sure. They took such excellent care. I even notice the drive is way smoother now, too, and that wasn’t even related to the repair. Awesome dealership, stellar experience. I definitely recommend them!

Stephanie Perecko

24 de dic. de 2020

Great experience!! Being new to the area Rockville Service Center did not disappoint. Mark Gaunt is a wonderful service advisor and very helpful! The team at the loaner desk are very pleasant and accommodating. My service had a quick turn around (4 hours). From arrival to pick up the staff, facilities and service are top notch!!

Lynne Rice

23 de nov. de 2020

My first service on my 2017 lease purchase was smooth. The process is quite efficient and the customer lounge was safe to wait. The 40,000 mile service took about 90 minutes and everything was checked. You even get a complimentary wash. Employees provided great customer service. You also get a video of the inspection afterward. I was very satisfied.