Grayson BMW

by Mike on 12/15/2023

Save yourself an enormous headache, stay far away! I am pulling together a group of folks that have had a similar situation so we can file a formal complaint with the states’ Attorney General and the Division of Consumer Affairs here in TN. [non-permissible content removed] *I brought my 2022 X5 in for service on the headlight because part of the LED halo was out. As expected they replaced the headlight under warranty. When I arrived to pick up the car the Service Advisor explained that the new headlight they ordered had “arrived damaged” - these were his words. He explained that the auto-leveling function wasn’t working and that they needed to order another one. I told him that I didn’t really have time for them to order a new part, and miraculously they were able to “fix it”. It was the middle of the day when I drove away, so I didn't think to check their work, but man I wish I had. Not only was the headlight stuck auto-leveled DOWN, but it had a crack in it. I brought the car back in and kindly asked that they replace the headlight. The Service Advisor I dealt with during my previous visit is "no longer with them”. After explaining the situation, I receive a call from Dan Sheehan, the Service Manager who took a shockingly unprofessional stance (literally yelling at me over the phone) that I was lying and that they “couldn’t have installed a faulty part, because that’s against their protocol”, so they replaced the auto-leveling mechanism in the faulty headlight, but won’t be replacing the the entire headlight. Keep in mind, myself and two other people were standing there when the now, “no longer with us” Service Advisor literally said the headlight was damaged. They need to do the right thing and replace the damaged headlight they installed in its entirety. Now if I have any problems with the light in the future, they wont cover it because of the crack. These headlights run about $8,000 a piece!! After exchanging words with me, Dan snarked that I come pick up the car, that “they are done with it”, lol. [non-permissible content removed]!

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by Soloson on 09/14/2023

To anyone considering a purchase from Grayson BMW of Knoxville, please STAY AWAY. Don’t do business with this dealership. You may think you’ve found the car you’ve been looking for and the price is great. However, under the hood and behind the shiny pant, awaits problems and nightmares. The salesman may seem nice, everyone is smiling, but they are in business to take advantage of you. They only want your money, afterwards you won’t hear from them again. They don’t support you or stand behind their products. I anticipated the joy of owning a BMW X5 but was instead met with blatant dishonesty and indifference from the dealership. During the test drive, I identified a faulty temperature display. The client advisor had the service technician put the car on the diagnostic machine. I was told the it was a minor issue, that the car just needed an update and everything was “fixed”. Unfortunately, this was just the tip of the iceberg. As I drove the car home, the infotainment system began to go in and out. I couldn’t get my mobile phone to connect and use the Bluetooth functionality. Worse yet, the next day during rain, water leaked from the windshield onto the electrical panel. I called Grayson BMW after each incident and was told not to worry, everything would be covered under the manufacturer’s warranty. I took the vehicle to a local BMW dealership and they revealed there was a third party windshield installed and not properly fitted, which allowed the water to leak into the cabin and damage the electrical panel. I tried contacting Grayson BMW for two days. They ignored all of my calls and voicemails. I sent an email with the inspection report and invoice. The used car manger finally responded and said “Unfortunately, we never placed a windshield in the X5 therefore we cannot provide any assistance.” They were not only dismissive, but entirely deceptive about their role and responsibilities. This is not just about a windshield. It’s about a dealership’s commitment to honesty, integrity, its duty to customers and standing behind their products. This level of disregard is not only unprofessional, but speaks volumes about Grayson BMW’s values. Please use my experience as a warning and DO NOT purchase a vehicle from Grayson BMW.

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by Carrie Mobley on 08/06/2023

Not even a week after purchase, there was a large oil leak in driveway. Oil almost empty. Sales started in about it being used and blowing it off. Our mechanic said if they did inspection, they would have seen it easily. I feel sick about it. We are beyond disappointed and even devastated over the cost to fix and being disrespected.

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by dkeeler6308 on 04/07/2018

Bought a 2013 Explorer in the fall of 2017. On the lot, the back up camera was fully functional. 15 minutes later after leaving the dealer, the camera system failed. My wife contacted the dealer to explain the problem and simply put, Grayson was nasty about it. Under no circumstances would they repair the vehicle (a $600 expense at a Ford dealership). To compare, my brother recently bought a used Infinity from a local dealership and after a week of ownership, the radiator cracked; it was repaired at no charge by the dealer. Grayson BMW is a terrible dealership and we will NEVER buy from them again.

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by jtduncanjr on 01/22/2018

I have purchased four BMWs in the last few years. I started out with an older model that had high miles and upgraded to the one I just purchased. However, only one of the four has been from Grayson. I have tried to do business with them, since I only live about 5 minutes away. My most recent purchase was a 2016 BMW M3, Black/Black, with 29,000 miles. I was going to trade my 2013 BMW M3 as I was interested in a 2015 M3 Grayson had on their lot. However, I was told my car had a couple of minor accidents and they thought the engine could have been replaced. The fear is that it could have “electrical” problems. I purchased the car from Carmax in May 2017 and it does not have any problems. Suffice to say once again, they blew me off. Didn’t offer to look at the car, run a computer check….nothing. I ended up getting my new 2016 M3 in Norcross, GA for less than the 2015 M3 Grayson had on their lot. I took my car to the local Carmax in Norcross and received $33,000 for it based on the SAME information Grayson had. I also had a couple of other trade and buy offers on it. Nobody blew me off like Grayson. I thought to myself, Grayson is the local BMW dealer….right??? I even e-mailed the General Manager there of my disappointment. What did I hear back? NOTHING….ZERO….ZIP. I also bought my wife a Porsche from Harper last year, so that is another potential sale they lost. Harper is a very good dealership. Needless to say I will not return to Grayson unless there is work to be done under the remaining BMW warranty on my 2016 M3. I have also found a local automotive shop, Kadunza, that only works on BMWs. They are much less than Grayson’s service department and just as good on BMWs.

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by Stoney_S on 03/11/2015

My Service Advisor was prompt in scheduling my appointment, keeping me updated during my wait, and making my visit as painless as possible. I appreciate his professionalism. The coordination within the service department seems very effective.

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