Customer Reviews of Passport BMW
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Certified Waste of Time
by NPS on 02/04/2025We bought a certified pre-owned X5 from Passport in September. We had to take it in for servicing three times in the first three months and it has been with Passport’s service department for nearly *seven weeks* in total. We have been… bounced from a loaner to a rental to another rental… it’s unacceptable. Not to mention that the car didn’t come with two standard features because apparently the necessary chip wasn’t available when the car was built. We weren’t informed of this until we took the car in for service due to the missing functionality. It’s been a nightmare.Service at its BEST
by Raj on 01/22/2022This is the place to get your vehicle serviced. Scheduling, after service, and all associated activities work seamlessly for the customer thus ending in a rewarding experience.Excellent! Excellent! Excellent!
by ceddie333 on 05/09/2017I was able to drop the vehicle off, talk to someone and complete the paperwork all withing 10 minutes. This is how you save a Saturday. Keith Renner, your the greatest. Keep up the Excellent work.Tires replacement and alignment for my X5.
by smsheikh on 12/30/2016I was very impressed by the attention to detail and openness demonstrated by Ray Frye, the service professional I was assigned to. When it turned out that the work was going to take longer than scheduled, Ray immediately arranged for a… loaner vehicle which allowed me to keep my engagement. I totally appreciate Ray's professionalism and highly recommend him and Passport BMW.Annual service for my BMW X5
by pjmalvaso on 11/20/2016Passport makes you feel like family!!! Absolutely the best customer service across the world. I am a retired Colonel, lived in Asia, Europe and across the good old USA---Passport ranks far above all other customer service centers--even… those great Mercedes centers in Germany.Great Service from Passport
by Airborne on 11/01/2016Kudos to Passport's Joey Kesterman, his total commitment to customer satisfaction is without equal. I feel like a celebrity at Passport. Keep up the great work, it really makes a differenceService Job Well Done!
by beemer22 on 08/08/2016Michael provided good customer service regarding my vehicle and would definitely buy my next car at Passport.Great Customer Service
by greganderson1 on 03/22/2016I recently had our BMW serviced at Passport BMW and the service especially the Customer Service Advisor Mr. Michael Jenkins!! We simply cannot recommend him to highly!!! He and the staff really made the experience extremely pleasant. In… particular, Mr. Jenkins clearly worked tirelessly and assiduously to see that any challenges that we faced were speedily resolved. As a result, he was really an invaluable help to us.New Tires
by PANTHER56 on 03/17/2016Since Passport moved from it's 'old' location to the 'new' location; this has been an OUTSTANDING change. Thankfully, management removed the 'old' way of thinking and brought in 'new' and informed customer service oriented people. I love… going to Passport BMW. The facilities are very nice and comfortable, and the service representatives, the parts department representatives, the cashiers, and café are all outstanding. My tires on my 2008 335i were changed, and the service representative didn't attempt to sell me additional services. What I really appreciated is, the unexpected hand wash and 'detail' service my car received. In the past, I never allowed my car to be washed by Passport BMW. I don't like scratches. This time, I forgot to tell the service rep. not to wash the car. When I received my car, I was shocked to find it shining and gleaming, as if my own detailer had performed the work. Granted, the wheels could have been better cleaned by a high pressure nozzle, but overall I was very satisfied with my service.Great Service Advisors & Techs
by addicted2torq on 03/06/2016Passport's facilities exceed many others in DC metro area, for comfort and productivity with quick service. Coordinated by a great team of service advisors and executed by competent techs. When the work requires more time they have a large… fleet of loaners as well as a shuttle to Branch Ave Metro that's so close it's walkable.Great Service
by Driver2009 on 02/28/2016The Service here is excellent. The White Team has taken care of my cars for fourteen years. I am in good hands.OUTstanding Customer Service
by everett_h on 08/24/2015Whenever I'm having car trouble, the first person I call is always Pantelis at BMW Passport. I know when he's handling my case things will be taking car of smoothly and expeditiously. On the particular occasion in at my most recent… experience at BMW Passport, I was feeling a my car (328i xdrive) jitter every time I accelerated forcefully. I called Pantelis and he told me to bring it in. Within a hour, the problem was fixed, my car was washed, and I was walking out the door! Perfect customer service! For as long as I own a BMW I will never go anywhere else.I love Passport BMW!!
by bwatters1 on 05/28/2015Thank you for a wonderful experience. Ray in service is fantastic!Exceptional, personal customer service
by md_doc1 on 04/14/2015My comments today are long overdue in praise of Ray Fry who has been my service advisor for some time now. I have owned my BMW since 2008, and at first had been using a BMW service center close to my place in VA since it was convenient,… shiny and new. At the suggestion of one of my colleagues, I asked Ray for help when I had tire troubles and couldn't leave work. He drove to my office, picked up my car, and drove it back once it was done! Since then, he has helped me even with short notice (or no notice)- he has never said that something could not be done! I will not go anywhere else now, and my next BMW will be from Passport BMW! Thanks, Ray!!Outstanding service.
by Aced1100 on 02/06/2015PassPort BMW Service Department provided an outstanding service to repair my BMW 335xi. Thank you.Great service at Passport BMW
by airports on 12/24/2014Passport BMW contacted me about my recent scheduled warranty service. Ray Frye was terrific as well as the valet driver Doug. I love my 535 I X Drive and on both warranty trips, the service and professionalism was first class. Great job… Jay!BMW Service
by ctrivers18 on 12/16/2014My 535i was having problems, resulting from the previous owner, and Passport BMW was able to assist with service. My car is now running like new and I am very grateful for their assistance and service.Outstanding Service
by alb66 on 11/21/2014I've owned several BMWs over the years. When it comes to getting them serviced, PAssport BMW Marlow Heights is the best in the Northern Virginia. One of the reasons is that they have a service manager, Keith Renner, who I have dealt with… for the last 15 years. Customer focus and satisfaction is job one. He keeps you apprised, no surprises and he delivers on his promise of best service. The car is alwys cleaned and ready to go. That's the reason I continue to return to Passport ... loyalty goes both ways.BMW X3 AC overcharged
by vwynn on 03/03/2011updated 06/05/202503/18/10,I went to BMW to fix my air conditioner. It was blowing cool air but would not get cold. Ray Fry, SA told me, freon ran out of the air conditioning. My car is a 2005 BMW X3 barely over 5 years - warrently expired. Therefore, I was… charged $225. I returned on 05/15/10,same reason and I was told by Ray Fry my repairs cost $245.66. They discovered a leak in the value after the diagnostic testing. What happened to testing on 03/18/2010? 6/21/10, I went back to BMW there was no cool in my air conditioner but this time Ray Fry left the following message on my answering machine,"Mrs. W this is Ray out here at Passport BMW. uh David our shop technician he is actually the foreman was in here working on your car personally. There will be no labor charge or anything like that he did find from extensive testing here that one of the pressure hoses was leaking & he wants to replace the O ring & recharge with 134A & 20 ounce AC quiet. Everything parts wise comes to $315.00. Uh..there will be no labor charge accessed cause you been back in here 3 times. Uh if you could just give me a call back at 240-695-5401 we will try to see if we can get this resolved & taken care of. If you have any questions, this is Ray & I can be reached at [violative content deleted].Thank you. I called BMW, Fred Gerlinsky- Service Mgr ,told me the cost for the repairs was $2,103 not $315 as previously quoted by Ray Fry. He said, he would not honor the service or offer not to charge labor and he was putting in a new evaporator and the labor is $1380.86. I was appauld, but other service shops said to take it to dealer since dash had to be removed. So I paid for it. On Friday 07/02/10, I picked up my car and discovered the doors would not open after pressing the button on the dash. On Saturday 07/03 at 9:15,I returned to Passport BMW for reconnection of the dash board. However, 2 hours later,I got my car back & drove off,when I found the fabric around dashboard & window were not secured. So I returned to BMW to get it repaired. That was not the end....Later that same day,I returned to BMW at 3:15 after discovering the cigarette lighter & ash tray fell onto the floor & the seat warmers both driver & passenger did not work. On Monday, 07/05/10, Fred Gerlinsky called; asking to meet with him & Jay Klein- Eneral Manager. They listened to my complaint about having to return 3 times because of the poor workmanship and quality on Saturday; and told me they would not provide any compensation bor my complaints because they were just about repairs and an oil change they did not perform so therefore, they offered me a discount of $20.00 on a $79.99 oil change, so I would pay only $59.99. These people don't have the sense God gave a goat! ----- Stay away!!!! You will be sorry you ever met these guys!!!!I feel ripped off
by Jam0916 on 02/21/2014updated 06/05/2025I am writing this letter to inform you how dissatisfied I Jamilah W. am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would say this. My issues, frustration and… being taking advantage of all started on January 3, 2014 with my BMW 645i being taken to Passport BMW due to my transmission malfunction light and engine light intermittently coming on at times. I then took my 645i BMW to Passport BMW on January 6th 2014. I explained to the intake service representative Patrick M. what the issues are with my car. The service technician ran a diagnostic test on my car and informed me that the software needed to be updated which he recommended it to be updated. I was also told that the coolant warning light illuminating due to leak coming from expansion tank. Expansion tank needs to be replaced and that is what was triggering the engine light to come on. I was also told the vacuum pump is beginning to leak but this was not something that immediately needed to be replaced sometime it takes 2 years before needing to be replaced. I was also informed that no permanent failures stored for the transmission, the technician thoroughly checked out the transmission to ensure there are no problems with it. The transmission is ok, nothing wrong with it. No transmission fluid leaking. That was all that was found wrong with my car at the time. I agreed to have the system updated due to him stating that this is the issue with the light coming because the system had not been updated since 2008. Following his recommendations, I had the software updated and the vacuum pump fixed at the time. I was also informed me that a 21 point inspection was performed in addition to ensure the issues of my car per Patrick M. After my car was in the shop for approximately over 1 week, I responded in to pick up my car and discovered that several other things were done to my vehicle without my consent including changing my left rear tire and lying on the paperwork that I refused an alignment which put my safety at risk due to my car shaking badly. I never refused an alignment because I never authorized my tire to be changed I informed Patrick M. that I would get the main work completed and come back to have the additional work completed. However, this caused me stress when leaving the service center because I felt that something would happen to my car after so many complaints. Approximately over 1 week later, I drove my car a few times putting very little miles on it. I then noticed my car still was not riding as usual and the engine light came on which it had in the pass. I contacted Patrick which he informed me to bring the car back in. He ran another Diagnostic Test on it. He informed me that the Crank Shaft Valve was cracked. He recommended me getting it fixed. This caused me more stress and I had to get my Boyfriend (Mr. A.) to contact Fred The service Manager on my behalf to try come to a compromise on getting this fixed. Mr. Fred's conduct was unprofessional and which he made some inappropriate comments. This caused me to personally take time from my schedule to come and meet The GM (Joe L.) to discuss the aforementioned issues. Mr. L. who is the GM was very professional and assured me that he would look into the matter. He contacted my boyfriend and me very quickly and we were able to compromise on the cost to get the Crank Shaft Valve repaired because this was another issue that came about which should have been caught during the diagnostic. This relieved the issues to my satisfaction at that time. Once the work was completed I picked up my car after being in the shop for approximately over 1 week again. As I drove off the lot, I was wondering if my car was going to have more issues due to the level of complaining that was done. I wanted to have faith and trust in BMW's skilled Mechanics that they properly diagnosed and fixed the problem but I was skeptical for various reasons. My car had been in the shop for over one week and once again and he contacted me on Tuesday February 18th 2014. He informed me of more bad news which was very hard to accept. I was told that the diagnostics test showed that my transmission needed to be replaced and it would cost over $6500 from the same issue that I was having from day one when my car was brought there. I am outraged that I was informed about this. My car had been in and out of the shop since approximately January 6th, 2014. Approximately 50 days had lapse since January 3rd 2014. My car was in my possession approximately 22 days and Passport BMW had my car at the shop for the other remaining days. I have done my part as a customer to report these issues and it seems to get worse for me. I feel that I have been a victim since I complained about my car being in and out of the shop for the same reasons and because the service manager got fired for his actions which were not the first time he has behaved like this to other customers per Mr. L. Patrick had informed me that The New Service Manager Joey requested assistance for a "Good Will" from BMW of North America to step in and help me due to my car being in and out of the shop for the same issues and because they did not perform good service on my car and the complaints that I have because I was told that my car transmission was ok but now after complaining it needs to be replaced is appalling. I am pleading and respectfully requesting that BMW of North America step in and handle this matter on my behalf at no cost to me due to the multiple times my car had been in the shop within a short period of time with the same issues that were previously reported. Here are the facts. My car had been in and out of the shop within a short period of time since January 3rd, 2014 thru Feb 13, 2014 for the same issue but every time I bring it back they find a new issue that was not there when they performed the diagnostics. My car had been driven very short distances and very little miles were put on it after picked up from the shop and me being told that nothing is wrong with my transmission. I followed the Technicians recommendations at Passport BMW. I incurred a considerable amount of loss in currency, loss of time from work, loss of time from school and frustration with lack of the ability to concentrate. I don't have the money to put this much into my car after I was informed that my transmission was ok it was a system upgrade that was need. If this situation happened to you the reader or your family member you would be frustrated and feel that you did not receive the proper treatment as well. On February 20, 2014, I received an email stating that BMW would pay 25% which still leaves me a 5700.00 bill is obscured after being told that my transmission is ok is not acceptable to me, nor is it a fair negotiation for all the problems I have been through and my car is worst than when I brought it in to be fixed. In closing, I do want to thank Mr. Joe L. who have heard my complaints and were professional in dealing with these matters. Jamilah Walker [Phone number removed]Worst service ever
by guyven2002 on 09/04/2013updated 06/05/2025In the morning of 8/27/13 at 7:45 AM I brought my convertible BMW to Passport BMW in Marlow Heights, MD to fix what I thought was a menial chord in the right side of the convertible top. Due to usage two chords snapped on the right side… that kind of exposed the metal bar from the cloth. Nothing mechanical was wrong with the convertible top. I always retract it and close it with no problem. However, when Patrick who helped me called me at work and told me the fee and labor was over $413 I almost fall from my desk in disbelief. This was something that was so small and I couldve continued driving and using the convertible top with no DIFFICULTY. But I paid overall $520.17 including oil change (which was not done properly) to fix the convertible top. I went to pick up the vehicle the same day around 6:00 PM. Immediately upon receiving the keys I open the convertible top to see if the chords were fixed and noticed the top didnt want to go down all the way to the back and tried to close it back up thats when I heard a loud BANG!! and it wont close again. I tried to close it for about a minute thats when Patrick who probably noticed I needed help ran outside and saw the convertible top wont close. He told me to go home and will have the guys check it in the morning of 8/28/13. He texted me at 12:30 PM on 8/28/13 to tell me that some gear in the back broke and that I have to pay an additional $753 to fix it. By then I couldnt keep my displeasure to myself. I explained to him I didnt break it and that never happened until I brought the car to BMW to fix a simple problem. I told him I didnt break so I shouldnt pay for it. I told him I suspect that the gear was broken while the mechanic was working on the car and tried to pass it to me hoping I didnt notice. Its obvious that I didnt bring the car to BMW that way. I vented for about ten minutes on the phone (but was polite to him and he to me), but I couldnt convince him and his manager to waive the charges they caused. It cost me $962.17 to fix a simple chord. I e-mail the general manager and he didnt return my call. I called BMW of North America and they left a message for the general manager to call me and he didnt.Passport BMW takes the customer experience very seriously and we are working privately with the client to resolve the issue. We sincerely apologize for the inconvenience.
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About our dealership
Here at Passport BMW, everything we do revolves around you. Our various teams are trained to address your needs from the moment you walk through the door, whether you're in the market for your next vehicle or tuning up your current one. By doing so, we have been awarded the coveted 2017 BMW Center of Excellence Award and will continue to provide this type of service as we grow.
Starting with our selection of new BMW models, our showroom is the place to be - we have literally hundreds of in-stock new and pre-owned BMW vehicles plus others. Looking to save some money in the search for your next car? Passport BMW also carries a wide range of used cars from BMW, as well as today's other top automakers.
Once you've chosen your next car, Passport BMW helps you take those all-important next steps towards driving home the BMW of your dreams. Our team of financing experts are trained to sort through various auto loan and lease details in order to help you find the right one for your needs.
What sets us apart
Full service Cafe inside with several complimentary items as well. One of the largest showrooms in the Mid-Atlantic region.
Low & Market based pricing with aggressive incentives and tremendous lending power make deals happen at Passport daily. Visit our team and let us help you drive away with no regrets.
Visit one of the largest showrooms in the mid-Atlantic area with an indoor full service cafe and large customer lounges. Passport BMW has earned the Center of Excellence award, come visit and see the Passport difference.
Amenities
- Complimentary Loaner Cars
- Instant Financing
- Complimentary Coffee
- Rental Car Service Onsite
- Cable Television
Languages Spoken (2)
- English
- Spanish
Thank you for your feedback. We’ve tried to locate your name in our system but were unable to find it. To assist you further, could you kindly email us at reviews@passportauto.com with more details? We’ll be happy to look into this matter and ensure everything is resolved promptly. We appreciate your understanding and look forward to hearing from you soon.
by Passport BMW on 02/17/2025