BMW of Mt. Laurel

AVOID SERVICE DEPARTMENT!!! I brought my 2021 M5 here for a windshield replacement which turned into a three month nightmare and the dealership damaging the exterior stealth paint protection film and several interior trim pieces. To start, the service advisor contacted me after two days advising I needed to replace all four tires based on their “inspection”. I was very suspicious of this as I have a summer wheel/tire set and a winter wheel/tire set and less than 13k total on my car. Additionally, I just replaced one of the summer tires at this same dealership in May of 2023; this tire had less than 3k on it. The total mileage on the tires they recommended replacement of is less than 6k. When I questioned this I was told “you drive an M5 and you live in Philadelphia.” With that response I asked to speak to the manager via their text message system to which I was ignored. I finally got in touch with the service manager William Holden who indicated the technician didn’t know how to properly measure the high performance summer tires and that I did not need new tires but I could use a slight alignment which they would do at no charge now. TAKE ABOUT A SCAM!! The next surprise came when I went to pickup up my car the first time and found the windshield/roof trim pieces popping up from the top of the car. The trim was not clipped properly and the seals were twisted in place. I insisted this be corrected. A week or so later I received a message that the trim piece need to be completely replaced given the rubber seal was now permanently twisted and the clips were broken. The dealership initially tried to charge me for the entire replacement saying it was like that until I sent an invoice that the clips and trim where already reset at my cost at another dealership. They then agreed to replace the trim and clips. Several weeks later after no communication I was told the vehicle was complete so I went back to the dealership this time to find the new trim painted, including the RUBBER SEALS, an incorrect color and still not seated correctly on the vehicle. The paint also had particles of dirt in the actual paint- awful work. I was told the delay was caused by the parts sitting in another customers car at the body shop. At this point I was so frustrated and angry I asked to take my vehicle home until they could get new trim pieces painted the correct color (NOT INCLUDING THE RUBBER SEALS) and call me when they were ready for install. The next morning I noticed clear drip spots on the interior drivers area and exterior drivers side. I immediately tried to clean the interior with BMW interior wipes with no success. I then immediately contacted William Holden to make him aware of the damage via pictures and told him I would be taking the car to my detailer to see what could be done with the spots on the PPF to which he agreed. Unfortunately, the detailer and installer of my PPF, could not correct the spots on the PPF and informed me the only solution was to re-wrap the areas. This attempt to correct the damage cause by the dealership cost my $400. He was able to remove some of the clear spots on the interior but many still remain. I responded to William’s email requesting an update from my detailer with this information and the detailers quote for replacement. After several days again of no contact they requested I bring the vehicle back over for them to take a look at the spots. I told them I would do this when the new trim was ready to be installed given the dealership is 45 -1hour each way from my home. They agree to this. Ultimately, I went back to have the new trim installed and then upon pickup after months of acknowledging the damage William Holden decided to tell my “they can’t confirm it happed at the dealership” and the won’t be doing anything. This is total xx and complete lack of ownership for damage they caused to my vehicle. I will be contacting BMW N.A. and providing them will all of the documentation

What a team effort! A disappointing steering issue was promptly confirmed, diagnosed and fixed in two days! Kudos and thanks to Chris, Billy, Joe and Wim for an excellent result.

Kathy and Matt took wonderful care of my vehicle. Worked with my third party warranty company and resolved my issues quickly and left with a balance lower than quoted. Service and communication above and beyond other BMW dealerships in the area, and I’ve been to all of them.