Customer Reviews of Bill Jacobs BMW
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The following reviews are more than two years old. They are not included in the overall rating.
22 service reviews
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BMW SERVICE
by Geraldine F on 04/24/2022Thank you to Mike Alwin for always taking the time to review and go over any services my car needs, Mike has always been reliable and great to work with.NEVER GO TO THIS SHOWROOM
by Harish on 03/09/2022NEVER GO TO THIS SHOWROOM first visit: I recently visited this showroom for oil change and key replacement. I scheduled appointment and scheduled a shuttle drive back to home. The service advisor name is Mo ALi, he welcomes you warmly and… treats you great! Explains how the service will be down and asks to do some additional servicing like injection cleaning, etc. apart from oil change which is around 1500$. This is a new car and I bought recently, the moment I said I came only for oil change and I do not need anything right now, he treats you like a pauper and asks you to wait in the Lobby, the car will be done in 1 hour. I had shuttle scheduled, but he kept me waiting in the lobby for around 2-4 hrs, he did not wash my car, did not refill windshield liquid. Gives the car and says key will be done in 1 week. Jacobs BMW took 1 month to get back to me on the Key. Second Visit: I visited second time after 1 month, asked about car wash. They did wash my car but it was same dirty and same stains, gave the car with no wiper blades (wiper blades were there before the service). I didn't notice there were no wiper blades, on the same day on my way to home from airport there was heavy rain, I was shocked seeing no wiper blades. It was really hard to drive in the heavy rain without wiper blades but luckily I came home. If I call them they said they will check the videos and get back to me, and after 3 days they say might have lost in car wash. What if some accident happens in the heavy rain without wiper blades ? Save yourself, I strongly recommend to not visit this showroom.Best ever
by Sam wilson on 11/29/2020Just purchased a new BMW and brought it in for its 1st service and Jacob Murrar and his Forman did a great job explaining everything to me.Thanks Mike Collins
by BMC on 10/18/2019Just wanted to say thanks to Mike Collins for the great service. You make servicing my car as easy as possible. Thanks for always getting my car cleanedBill Jacobs is the BEST
by BMWRADDAD on 10/15/2019I've been servicing my car at Bill Jacobs for 15 years. Deanna is always a pleasure to work with. She makes sure that my car is in top condition to be out on the road. Thank you Deanna and Bill Jacobs for your dedication to excellent… service.Thank you!
by Don on 10/15/2019Thank you to Deanna in service for always helping me in a quick and timely manner!Excellent customer service!
by Agnes W. on 09/26/2019Mike A. of Bill Jacobs BMW is always friendly, accountable and knowledgeable! He is consistent in providing 5 star service with each visit. He helps Bill Jacobs standout from other dealerships. Thank/you!Service
by Stella K on 09/24/2019Thank you Mike A for the exceptional service. You always go above and beyond. Very knowledgeable and professional at each service visit. .Great Service Experience
by DG Naper on 06/05/2019Worked with John Stout on a recent service appointment. Very helpful, kind, and professional. Was really pleased with the service.Service
by Stella M on 06/04/2019Thank you to Mike A at Bill Jacobs BMW. You always make my service experience carefree with your expert knowledge.Service
by Stella A on 03/13/2019Mike A. At Bill Jacobs BMW always provides 5 star service. He is very knowledgeable, professional, and courteous.Service
by Stella M on 01/12/2019Mike A at Bill Jacobs BMW is the best. Very knowledgeable and experienced in handling all my service needs. Thanks MikeService Visit
by Julio on 12/10/2018updated 12/17/2018Brought my vehicle in today to perform the airbag recall. Alex Flinn in service did a great job and answered all my questions. Fast and easy. Thank youFailed to disclose costs
by TickedOff1 on 01/13/2018Charged my wife $500 for a tire rotation and balance without first disclosing to her that the cost would be 5x any other normal location.The Service Department Sells Cars
by RM_naperville on 07/14/2016I brought my 5 Series in for service for a few mechanical issues. Deanna Decarlo was the service manager assigned to my appointment. She provided an excellent customer experience. She guided me through the technical issues and gave me an… estimate for the repairs. I decided it was time to get a new car. I shared with Deanna that I was either going to purchase a E350 or a 528ix. Deanna got me into a 2016 528ix courtesy car to help me make my decision. This was the exact car I was interested in purchasing. Deanna's excitement about the car and dealership convinced me to seriously consider buying a new car from Bill Jacobs. Deanna connected me with Bill Earnest from the sales dept. I ended up buying a 2016 528ix. I appreciate Deanna and Bill's team work to make my overall experience second to none.Great service from start to finish!
by Beracuda on 07/14/2016I brought my 650i in for service with Deanna and had been treated professionally and courteously by the entire staff. My issues were explained and my loaner was ready. A new issue came up when I picked up the car but that too was taken care… off to my satisfaction. Great service, great service advisor and support staff.Super Great service at Bill Jacob BMW
by paulboudreau on 05/03/2016I moved here from Houston. I had the chance to use Houstons BMW dealership. Let me tell you..... worst service i have ever had from any car place... including used car lots. In contrast, Bill Jacobs BMW was completely opposite. The service… here was beyond great. First let me say that i have a fairly older Bmer. A 2004 645ci. Luckily i have extended warranty. My service adviser (Jeff) treated me like a customer walking in with a bran new car. He was ultra polite (in fact everyone i talked to at this dealership was) and was genuinely interested in getting my car fixed properly. They immediately gave me a loaner car to drive and were quick to get me in and out. My adviser called me everyday to let me know where my car was in the repair process. He was very straight forward and honest and i never felt like i didnt know what was going on with my car. Their mechanics missed a leak in the coolant and i had to take it back the next day. They were ultra apologetic and again gave me a high end BMW loaner to drive. They didn't waste my time and had me in and out. The next working day my car was done and i came in to pick it up. The leak was from the coolant reservoir cap, they replaced it at no charge. I feel strongly that BMW corporate should be aware of who their good and bad dealers are... maybe they should have Bill Jacobs BMW teach Momentum how to treat customers.Be careful. They may overcharge for the service.
by jyl1 on 07/17/2015I bought my BMW new in Jacob BMW. I felt the service was good till I had an emergency. I had warning light on to add engine oil, but I could open the hood. Bill Jacobs service rep told me it would be whole day work and take a least 2… hours to open the hood. He told me it would be $1600. I did not believe it and took my car to BMW Westmont IL. They told me it was 3 hours of work and immediately scheduled the work. I paid $718 total. They replaced the release cables as Jacob BMW told me. They opened the hood in 30 minutes, not 2 hours.... I wrote email to service manager of Bill Jacob BMW. They never response to me. I feel most of the people are friendly and helpful. But with the experience of trying to rip me off, I would recommend to give yourself a second thought when they quote you.Never again!
by tabasco002 on 07/27/2010Terrible service, repair took 1 week. Communication was poor; no one was available to take my calls. Had concerns with new associate providing poor information, manager was not helpful, in fact said I was naive if I felt I would get better… service elsewhere. I was a lifetime BMW owner, but never again. Manager actual said they know the perosn I was reffering to and doubt what I was saying was true. I have no idea why I filled out countless surveys after dealing with other BMW dealerships if they have managers who basically call customers who are giving un-emotional feedback LIARS???Bill Jacobs Deceptive BMW in Naperville Grant P. dishonest
by billjacobsbmw on 02/20/2013updated 08/07/2025After buying a BMW I was getting some indications that some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warranty as well as additional items that… they told me that needed to be fixed. Some of the items like breaks were also fixed and I was told that they were covered with the maintenance agreement that came with the car. I was surprised to learn that breaks were covered because they are not normally covered. I remember being told by the staff at BIll Jacobs BMW that BMW maintenance agreement is real good and covers a lot of stuff not typically covered. A month or so later I was getting calls from Bill Jacobs BMW letting me know there they had additional service recommendations. I did not ask for their recommendations. I did not initially come in due to other commitments. After their persistence in calling me (they called at least 3 times) I agreed to bring the car in for the work. At that time my battery was going defective and I asked them to look at that as well and i was told it needed to be replaced. I was asked to sign an agreement authorizing them to work on my car. Those were the exact words used by the service advisor. I signed the agreement. Never one time did he say these are the services we will perform in your car and this is the cost for the service for each issue. It was simply sign the agreement to authorize the work. When I went to pick up the car after the work was completed I was astonished when I was handed a bill for almost 1360.00. I refused to pay the bill as the dealer never told me this service was something that was to be paid for. The service advisor never went over the estimate outlining what the costs were. The whole time I was under the impression this was warranty work. Afterwards they showed me the work order with prices but I assumed they were what were being billed back to BMW to cover the cover their costs. I figured if I were paying it would have come up somewhere. They were very deceptive but released my vehicle without any hesitation. I received a phone call from Grant P. the GM. Mr. P. was condescending during our conversation but willing to knock off the a few hundred dollars as if he was doing me a favor. I still felt since their employee was not up front and the charges for the services they provide were extreme compared to what I could have purchased the services for elsewhere I did not feel like they were being fair. I was willing to pay some of it but when he agreed to knock a bit off it was a take it or leave it. I went out of town for a few weeks on a business trip. When I returned I received a call from the Naperville police who were threatening to arrest me for theft of service if I did not come up with the full amount in 36 hours. After I consulted an attorney who advised me that this is a civil matter and not a criminal matter I decided to tell both the police and Grant P. I would not be bullied by them. Then a warrant was issued for my arrest. Now I feel as if Bill Jacobs BMW as well as the Naperville Police department for getting involved in a civil dispute is bullying me. How could it be a criminal offense if they released the vehicle? I never demanded it or threatened them in any way to turn it over. So how could I have stolen something? I would think they have an obligation to explain their services and be abundantly clear when work is being done outside of the warranty. Both the service manager and Grant P. hung their hat on the fact that their guys are well trained so they were assuming the misunderstanding was on my end. But it does not matter how well trained their guys is because he did not disclose that I was responsible for the repairs regardless of what was signed. Furthermore as far as the police investigation there really was not one Bill Jacobs BMW filed a complaint and I was arrested. There was zero investigation. Even when I spoke to the officer who issued the warrant after I told them my side of the story he said they said that would be your response. That it was my word against theirs. Seriously how can they investigate my word against theirs? There are only 2 people who know for sure what happened the service advisor Brad and myself. The service manager and general manager who were so very confident that Brad indicated these were paid for services were not present during the discussion when the car was dropped off.Great Service Advisors
by bmwvolt on 04/25/2013updated 08/07/2025I am not sure about the negative feedbacks that I have read here but let me tell you about my experience. I have been a Bill Jacobs customer for years now and I have nothing but praise to my service advisor Don P. He has always addressed… every single issue I had with the many BMW's that I have owned since. His communicates with me at every major step of any repair or maintenance being done to my car. I needed someone that I could trust to keep my M3 car running in its best and never did I feel I was being upsold. Don is the man!!!
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About our dealership
Bill Jacobs has been thriving for over 50 years in an industry that has seen many a competitor come and go. The Jacobs philosophy is simple Be Genuine.
We strive to be genuine in all we do, offering genuine value on our vehicles and providing genuine customer service. Our secret to success really isn t a secret at all. While other places are trying to make a sale, we're trying to make a difference.
"The CARS bring you in. The EXPERIENCE brings you back."
What sets us apart
Driver Accessories Boutique
Starbucks Coffee Bar
Amenities
- Complimentary Loaner Cars
- Instant Financing
- Complimentary Coffee
- Rental Car Service Onsite
- Cable Television
Languages Spoken (1)
- English
Thank you for taking the time to review our service department. We appreciate your loyalty and continued business! Drew Elizabeth Martino
by drew_martino on 05/01/2013