BMW of Roanoke

I recently had my 2003 M3 towed to the dealership 2 days before my scheduled appointment. The counter staff were very nice and helpful. They took my car in a day early and had it diagnosed within hours of being there. The mechanic, Rusty, walked me through the Non drivability problem I was having. I noticed how well kept the mechanics service department was, their well-kept uniforms and all-around attention to detail. John, the operations director guided me through the entire process and kept me updated throughout. My part came in quicker than expected and had it finished the same day. I am very impressed with how this was handled and will definitely use them in the future. I'd also like to give a very grateful thanks to John and Rusty for an outstanding job!

This is regarding the service department. Took my car in for service on 3/14/25. Inspection, fix the cargo cover, recall, and maintenance. Maintenance and recall went fine. They thought by inspection, I meant a multi point vehicle inspection and not the state inspection which was going to expire in a couple weeks. Be very specific with them! They said it the cargo cover was fixed. Silly me for not checking before I left but an hour later when I returned home, it was still stuck in place so I called. Sarah said she'd order a new one per the tech and it would arrive in 3-5 days. Two weeks later, no call, so I called her and she said it hadn't been ordered yet and she didn't know why other than a breakdown in communications. So she said she'd order it again and I set up an appointment about 2 weeks later (today 4/11). I specifically asked her if she'd call if it didn't arrive and she said yes. After an hour drive to my appointment when I was picking the car up, I was told the cargo cover was not ordered. I was incredibly frustrated for wasting another day driving to Roanoke and being basically lied to again about ordering the part. It wouldv'e been professional to use those 2 magic words "I'm sorry" but it was more like, "I don't know what happened, it's very frustrating." It doesn't seem that hard to order a part and communicate with the customer but apparently it is extremely difficult for Sarah. After complaining some more, the other guy, Tim said there would be no charge for the wheel alignment I also had done. That was a nice start, plus they offered me a loaner car while I waited for the alignment. I had an appointment at 9am and it was now after 12 and I asked why an alignment takes over 3 hours and that I made an appointment. He explained that the appointment is just for check in and drop off purposes only. I'm glad I had no plans for the day and took off work for this nonsense. Ugh!!!! So annoying. I will do everything in my power to never get my car service at BMW of Roanoke. What a huge difference from my interaction with Starr Groves who sold us the car 3 years ago. He is a stand up guy. The service department could take a lesson from him on how to conduct business.

Took in due to needing an alignment but check engine light came on and slight hesitation when speeding drivetrain malfunction warning so I expressed all concerns with advisor wanted to address another issue other than what was asked. Did diagnostic at 190 per hour and replaced oil cap and light went off but still has smoke coming inside thru vents very disappointed in the service the attitude and no professional by this group Corey Hoover was the only one I give kudos to and he worked in service dept So disappointing in this service today