1 Stars - Wish I would've read the reviews before taking my car here for service. Completely wasted my time. Bill Jacobs BMW has horrible customer service.
1. Didn't fix my issue. Had my car from 3/12/15-3/23/15 and couldn't diagnose the issue.
2. Service advisor(Mike Collins) doesn't return phone calls
3. Service Mgr is never available to talk, neither is the person under him
4. Service Mgr doesn't return phone calls
I took my BMW 650 convertible in for 3 reasons: dash was saying service required, I thought I needed an oil change, and I was getting a noise on the front end that I also felt in the steering wheel while driving. They lifted my car, showed me that my 2 front factory rims were slightly bent. The tech advised that I probably hit a pothole, which caused damage to the strut or strut mount, which is the noise I'm hearing and feeling while driving. I was also advised that the oil change wasn't due for 5k more miles, but the service required message was due to the car needing a transmission flush. I said let's find out what the noise is before I agree to get the transmission flushed. Left the car with them for further diagnosis.
When I called to check up on the car, Mike Collins always advised that they couldn't find the problem but they were still working on it. Later the following week, Mike called me saying the tech says the problem is the rims being bent. Mike said, "we will get you a price on some new wheels." I advised Mike that the wheels are DEFINITELY NOT the issue, as I had other rims on the car and got the same noise. All Mike could say was "well that's what my foreman is telling me." So I said why don't you have other rims put on the car, drive it, and rule that out. Mike said we're having a car come in Sat 3/21/15 that we can take the wheels off and put on your car. We will then test it. I never heard from Mike on Sat 3/21/15. I called Mike Mon 3/23/15 at 9a, he didn't answer, I left a voicemail. At 12:20p, I called again and no answer. I then called the general number and asked if Mike was working. The young lady said yes and she would page him. She came back to the phone and said Mike was going in the office with a client, then taking lunch at 1p, then would call me after lunch. I waited until 3p and called back, no answer from Mike. I called the general number again and asked for the service mgr and was told he was in a meeting. I asked to speak with the person under him and was told he wasn't avail. I told the young lady that I wanted to hold, and for her to go find Mike and put him on the phone. She got her boss to do just that. Mike finally gets on the phone giving me excuses about he had Strep Throat on Sat and that's why he didn't call me Sat. Well, why didn't you call me first thing Mon morning? Why didn't you return my calls after I was trying to track you down Mon? Why did I have to have someone find you and make you get on the phone? Terrible customer service. Mike says to me that the tech that drove my car Sat was off on Mon, so he would have an answer for me Tues. I advised Mike to have my car ready in an hour and I was coming to get it. I was done with him, the techs, and this entire dealer. When I picked up my car, Mike informed me that they broke my windshield wiper while washing my car. It was already fixed, but WOW! He offered me the transmission flush for free for my inconvenience with the whole process. I advised that I didn't want my car at that dealer for any longer. Sad that you pissed off a customer so much that the customer won't take a free service from you. I left my number with the cashier and one of the guys in service to give to the service mgr. I advised that I wanted him to call me as soon as he was out of the meeting. Needless to say, now 2 days later, I still haven't received a call from the service mgr. Again, terrible customer service. How hard is it to answer calls, and return calls. That's basic.