the service dept is getting remodeled. went to get my car serviced and they took out all the chairs. ridiculous. new management not thinking through the process as it affects customers.
Refused to cover mechanical defect under warranty
This review pertains to the service department. After multiple attempts to resolve through with BMW directly to no avail, I'm hoping I can warn someone about the deceptive practices at this location to perhaps save someone from going through a similar experience. My husband purchased a brand new 2015 435i Gran Coupe in the Summer of 2015. A few days ago we noticed a knocking noise in the rear left of the car. He took it in to Advantage Midtown since it's still under warranty and is far too new to be having any major issues. They informed us that a control arm in the suspension snapped and that they wouldn't cover it under the warranty because it was considered driver fault. When we tried to ask what type of driver fault scenario could cause this, no one could explain and they kept reiterating that they had never seen anything like it before. So considering the car is barely driven and my husband only drives it to work in the Galleria and back home, this made no sense and sounds like a clear mechanical defect. Then they attempted to say well maybe you hit a pothole or drove too fast out of a driveway. A few things are wrong with this but the greatest being that my husband is a certified Professional Engineer (PE) with a specialty in Mechanical Engineering. I don't say that to sound haughty but to emphasize how you can't pull a fast one on him in this area. The pothole and driveway scenarios are baseless and would never result in a break to a control arm. So that scenario is unfounded. Once my husband started talking stress fractures etc (terms going completely over my head), the mechanic was clearly clueless and just deferred to his manager who repeated the same thing like a robot (warranties don't cover driver fault). My husband knows that the only impact that would've resulted in a clean break to this internal piece would have to be so profound that undeniably there would be other damage to other pieces yet all pieces of our car's underbody and outside of the vehicle were in impeccable condition. Control arms don't just "break" spontaneously unless the component is defective. They said they would have a field engineer come out to do an assessment and my husband requested that he be present, and they agreed to call him. I was there to see two representative make this promise. The next day, the "assessment" was completed, and not surprisingly it reaffirmed the service dept's assessment but no one had contacted my husband. Convenient right? Of course they didn't want the intelligent owner who knows mechanical engineering to be present. Ok I'm rambling but after much back and forth, and even our insurance company saying that they consider this a mechanical defect and it should be BMW's responsibility, BMW is still refusing to repair this under the warranty. So we resorted to filing a complaint with the BBB. In the BBB response from Juan Galvez, the Service Director, concocts a story about external impact to the vehicle. What impact?! The car is impeccable. We have requested for evidence and pictures to prove his claim that there was outside impact but he has yet to provide anything. So basically when backed into a corner, BMW has chosen to just fabricate scenarios and point fingers at everyone else instead of accept responsibility and cover a repair under the warranty. We will NEVER be customers of this dealership again and more than likely never purchase another BMW. We never had these types of problems with Infiniti and Audi.
Watch out Everybody [non-permissible content removed].... I purchased a car from them on Jan. 19th from their pre-owned dept. Nice looking car with 41690 miles but guess what ?? Check engine light was on and by checking they told me it might be just a sensor defiantly I didn't expect it would be a big problem... clean car fax and then they told it an as is still didn't expect it would be a big deal. I purchased the car took the dealer to check the purpose of the check engine light and here is the surprise. they told me this car wont ever pass emission which by the way expire next month and it has a major problem with the engine that requires the whole engine to be out. asking how much would be they told it's going to be $7800 to get fixed. I almost got a heart attack. I called them and mentioned this to the sales man he said he is going to talk to the manager and I got a phone call from the manger telling me "we are really sorry for the inconvenience but it's an as is kind of a sale we cant really help much" then he mentioned if I need to go and trade in the car towards another car they'd try to help. give them the benefit of the doubt went over there and guess what they offered me way less than what I originally paid on the car and i didn't even have the car more than 2 weeks. I almost agreed on it but i didn't feel comfortable doing the deal as I requested talking to the general manager and guess what again "OH he just..." Oh he came back after i left " oh he is out of town and won't be able to come today" ...... I didn't expect that way from a reputable dealer but this is what I got as far as my own experience. I wanted to share it with everybody just to make sure they don't fall in my mistake. I have all the documents to support my case and if anybody wants to have look let me know and I'll be more than happy to share this... Be careful and don't ever by any vehicle from them unless it has warranty and I won't be surprised if they would find a reason not to help even with their own warranty as I read before over here.
Purchase From Another Dealer
Purchased new 528I ...Paid cash and received a fair market deal. From there all down hill. Service and communication after the sale was nonexistent. Every time I would call the dealership got the answering service. Would call 5 times in a row during normal business hours and still no one person would answer...Would leave messages with no call back. When I did get sales manager he would answer and speak to me on a speaker phone. Because of continued problems with the car I had to speak with him on numerous occasions and each time speaker phone. I still have unresolved issues and even called Customer Service of the Dealership Owner and again got VM...Left three messages and still no return call...I would not recommend doing any business with this company or its affiliates. I am amazed given today's environment of the need to provide customer service the organization totally fails at the dealership and ownership level
What a sad, long fall.
The service department has gone way downhill since becoming part of Group One Automotive. What was once a four or five star shop now would rate negative stars if possible. After taking many BMWs there for many years, I will no longer so much as buy a tube of touchup paint there. I will grant that intermittent electrical problems are difficult. However, their diagnostic skills are non existent. You tell them "I have a problem with ABC." They then report back that they found nothing wrong with DEF. Even worse, one day they will tell you "we have duplicated the problem and have a fix on the way," then a week later will claim they never said any such thing. I gave them one more, last chance with a new service manager and his supposed golden boy service writer. After two weeks I went by to get some things out of the car and found the car just sitting there using a diagnostic test procedure that only demonstrated that something I'd said wasn't a problem, wasn't. I demanded return of the car; when I got it back the next day I also learned that work that supposedly had already been done, hadn't. I'm giving a store affiliated with Auto Nation a try. Failing that, since I'm not going to drive to Austin for service I guess I'll just buy something else.
Kamal was the best salesperson ever! He was extremely knowledgeable, warm, friendly and very helpful.
hassle free and good pricing
We purchased an X5. the entire experience was easy, hassle free, and the dealer delivered all of his commitments. I thought we got a fair price as well.
Second car purchased from Justin -- another great experience!!
I purchased my first BMW from Justin McGaughey at Advantage BMW Midtown in July of 2008 (see previous review). After maintaining a great relationship with him over the past 3+ years, I decided the time was right to upgrade to a new model. Justin has been the consummate salesman -- and I mean that in the best possible way. He's patient, low pressure, and treats you with respect and as a person. Where other car salesman put pressure on you to close the deal immediately, Justin is much more concerned with making sure you get the right car and are happy with it for years to come. There's no haggling over floor mats or any other silliness that usually comes with a car purchase. Justin made me a great deal on both my new car purchase and my trade-in. After a couple of visits to the dealership for test drives, most of the negotiation and logistics were handled via email and phone. The actual transaction, including the new car orientation took less than 90 minutes. As I said in my previous review, there's probably a way the transaction could've gone smoother, but I really can't imagine how. I *highly* recommend Advantage BMW Midtown, and especially Justin McGaughey. If you are shopping for a new BMW, give them a try -- you won't be disappointed.
Excellent Sales Experience
I purchased a new car from Advantage BMW. My client advisor was Justin Mcgaughey. He was very nice to work with, and the deal was finalized within 3 emails. The car had to be custom built from Germany, and Justin kept informing me regularly on the status. The initial pricing was on the upperscale, but after quick negotiation (just 1 email), a deal was reached that we both were happy with. On delivery day, the car was clean, and the advisor gave a good overview of the vehicle features. I would highly recommend Justin at Advantage Midtown- a straightforward person, and doesn't pressure you into a deal. He even provided a loaner vehicle for me when the car was enroute from Germany, as I had sold my old vehicle.
After shopping for a new 3-series for weeks in the Houston area, I finally discovered Advantage Midtown. Justin Mcgaughey in sales was fantastic -- he responded very promptly to my requests for information and pricing, and quite frankly, I cannot imagine how the deal could have gone smoother. I was in and out in about 2 hours, including the amount of time to prepare paperwork, prep the car, and handle the trade-in. Some other dealers do lip-service to the notion of internet sales, but after having experienced it, I can say that Advantage Midtown truly honors its spirit. I will happily recommend this dealership to others.