BMW of Ann Arbor Service center

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Matthew Reed
3 months ago
Incredible incompetence. I have never had a single experience here where they didn't screw up at least one thing. And most of the time they never admit to their mistakes. Easily the worst service center I have ever worked with, and that's saying a lot. I can't understand how they claim to be associated with a luxury brand like BMW. They're terrible at communication; it's impossible to get them on the phone, and they can never seem to follow up - I always have to call to check on the status of my car when they could have easily let me know that it was ready. Estimates of both time and money are always wildly off base and they're never up front about anything. They've screwed up so many basic things that I can't image trusting them with a serious repair or safety critical maintenance. It's a shame that BMWs require so much dealer intervention, because working with this place has made me never want to own a BMW again.Edit: After reading the other reviews, I see that someone often comments saying to give them a call if the service wasn't satisfactory. Well let me tell you that I've tried calling the number multiple times and never gotten through. If they really want to talk to me, they have my number (and that goes for all the other reviews where they've commented requesting a call - good customer service would be to call the customer that has a problem. Instead, they passively push it off on the customer and make it look like they "tried to help".)

  Maria Pinzon
4 months ago
Jordan was wonderful from beginning to end through my service appointment. He made it very seamless and I was in and out with my loaner in less than 15 minutes. The service performed was professional, sending me a video of everything that was done and also evaluated, and it was completed in a timely manner. I have had service for other vehicles in different dealerships who don't even come close to the quality of service BMW has. Hands dow, the best customer service in vehicle service in Ann Arbor.

  Serena Barnes
4 months ago
Neal, my representative looked over all my information and made sure I was getting the maintenance I needed and in an economical way. I really appreciated his advice and he definitely saved me money. Carol assisted me with getting a loaner so I did not have to wait and made everything go smoothly. This is an experienced professional place to come to get your vehicle maintenance.

  Gerry Sawchuk
2 months ago
Terrible service. Made 9AM appointment for wheel alignment and oil change and came back to pick it up at 3:45 and wasn t ready. Advisor said they work on waiters first, not folks who drop their car off. Took another 20 minutes to finish then waited an another hour for them to wash it. Finally left the dealer at 5:16

  Mitch Irwin
6 months ago
Dusty and team are very professional and most competent. Service was prompt and price was fair. My vehicle just turned over 80,000 miles and runs like new! Fabulous service. Keep up the good work.Services: General repairs & maintenance, Electrical, Auto engine diagnostic, Auto engine tuning, Oil changeServices: General repairs & maintenance, Electrical, Auto engine diagnostic, Auto engine tuning, Oil change

  Clydene Fitch
6 months ago
We were on a cross country trip and the engine light came on. We tried in Salt Lake City and a replaced sensor seemed like the issue was resolved. 800 miles later the light was on again. When we arrived at BMW of Ann Arbor Neal Kotlarek gathered all the information from all his resources and listened carefully as we explained what had been done.He was reassuring that the car would be fixed and we would be able to continue our cross country trip.It was finished in the time he had estimated, kept us informed about where things were. Found a warranty recall that saved us!We were and are extremely impressed and satisfied with Neal and the team at BMW OF Ann Arbor.Services: Electrical repair, Oil change

  Chris L
3 months ago
We have an X5 xDrive40e which is the plug-in hybrid model. Whilst driving there was a message stating "drivetrain malfunction - do not switch off engine, will not restart". I drove it straight to the dealership at Ann Arbor and they were able to attend to me almost immediately and provided frequent updates on their diagnostics whilst I waited. Service agent was great to work with

  Stanley Chan
3 months ago
BMW of Ann Arbor has been taking care of my vehicles for years and each visit has always been super professional! Dustin has been and continues to be a great representative of the brand and service provided. Great customer care!

  Stacey OConnor
5 months ago
BMW of Ann Arbor provided me with the best service and complete transparency about my service needs. Dusty handled all aspects professionally and I felt very well taken care of. I would strongly recommend this dealership to anyone for both sales and service. Definitely the best BMW dealership!!Service: Engine repairService: Engine repair

  Willie Mcguire
5 months ago
Vehicle svc for oil change and washer fluid leak svc writer Neil was great, scheduler was great repairs made quickly. They communicated promptly. Had to come back for one issue they gave us a loaner abd got us in quickly. Very professional.Services: Auto body & trim repair, General repairs & maintenanceServices: Auto body & trim repair, General repairs & maintenance

  Andy Viana
4 months ago
Always a great experience at BMW of Ann Arbor. My trusty service tech Dusty has been an excellent resource in my 8 years as a customer and I look forward to many more years with them

  Mark Settembrini
5 months ago
8:20 am appointment for a oil change. No other services needed. I was the 2nd person in the dealership that day. Since I was waiting, the Service advisor said it would be about 1 hour to do the work. 2 hours later saw the car go up on the rack. 3 hours later still there. Go to a different BMW dealership if you want good service.

  AW Johnson
6 months ago
This is my first experience with service at BMW of Ann Arbor. When purchasing a premium vehicle it's not out of the ordinary to expect premium service as well. I'll describe my service experience and you can decide if this would meet your expectations.1. I needed an oil change2. I scheduled an appointment for 7 a.m., first of the day.3. Was told the oil change would take approximately 1 hr.4. At 8:40 am I was told the oil change is done (1 hr 40 mins), itwould be ready in 5 -10 minutes once they finished washing it.5. At 9:20 am my car was delivered (2 hrs 20 mins), with anapology for the delay and an excuse the wash was backed upand the person washing today was slow.I love BMW's, they are awesome vehicles, I am proud to drive one. BMW of Ann Arbor, you have to do better in order to make the ownership experience worthwhile. Efficiency and respect for customers time is an expectation even without the premium.Service: Oil change

  Brian M
3 months ago
Never disappointed bringing my 3 series here for service. Case in point this last time, service dept was SLAMMED. Seemed like EVERY BMW owner brought their car in for service on the day mine was scheduled. Neal got me in, successfully juggled 2 other customers on their way out while getting my car ready to get in, and did it all without skipping a beat. Neal quoted me a time frame, service dept hit that timeframe, and washed it as always. New front tires, oil change, and a full car check up, on time at the exact time quoted. Neal is the best dude, for real. It s like I always say, there s many dealerships and service depts, a car is a car, but it s the PEOPLE that make the difference. And Neal is a testament to what a person can mean for a car brand s reputation. And for BMW Ann Arbor, he s doing a lot for the positive customer experience for BMW. I won t take my car anywhere else.Service: Oil change

  Eryn Vincent
a year ago
ALMOST KILLED MY FAMILY.They said they could replace the rear brakes for husband while he was in town. They had the car for 2 hours, then called back and said they got the wheels off but then couldn t find the parts. They overtightened the wheel bolts and every single one of them sheared off- THE WHEEL FELL OFF THE CAR going 60mph on the freeway. **The wheel directly under my infant son*. Only by the grace of God did nobody get hurt.Called them to do the right thing and pay for repairs from the damage THEY CAUSED. They refused.

  Michael Ann Hofner
7 months ago
My first service appointment was great. I was treated wonderfully. Every step was clearly explained. A small concern about a floor mat the bunched up while driving was taken Seriously and addressed at no cost. It was the kind of service you expect when buying a BMW.Service: General repairs & maintenanceService: General repairs & maintenance

  Apryl Pipe
6 months ago
Jordan helped me with my 2015 X1 oil change and asked if there were other things I wanted to have looked at. They checked my engine for oil leeks and a concern I have over a squeak coming from the rear passenger side. At first they didn t hear it but they double checked it and verified that I needed to get a ball bearing replaced. Jordan ordered the part and it will be replaced. I found the service I received very efficient and the staff very attentive.

  Karen Crampton
4 months ago
Professional and trustworthy service, as always. Skilled technicians deliver what you pay for. Neal was truly a pleasure to work with!

  mike sink
5 months ago
Great service and communication throughout the repair process. Accurate cost estimates and they went above and beyond to ensure the car was in great shape when I picked it up. 5 stars!Services: Transmission, Steering & suspension repair, General repairs & maintenance, Steering & suspension replacement, Auto engine diagnostic, Engine repair, Oil changeServices: Transmission, Steering & suspension repair, General repairs & maintenance, Steering & suspension replacement, Auto engine diagnostic, Engine repair, Oil change

  Unit Owner
7 months ago
Service bay is very efficient from reception to performing oil change, air conditioning and brake and tire analysis. Service Advisor Jordon Smith provided outstanding customer service. Work completed on time and car returned clean as promised.Services: Tires, Auto brake repair, Air conditioning, Auto maintenance, Oil changeServices: Tires, Auto brake repair, Air conditioning, Auto maintenance, Oil change

  Nancy Hanflik
5 months ago
Many thanks to your fantastic service department! Neal is a most patient, courteous and knowledgeable representative who truly cares about his customers, and excels in customer satisfaction. Another service star is Carol who makes certain all service expectations are met and exceeded. A2 BMW = exceptional service.Service: Auto maintenanceService: Auto maintenance

  Wenche Borgnakke
8 months ago
The people at BMW in Ann Arbor, Michigan, always provide excellent service! They are the best! I am on my third BMW that I bought from "Mo," who always ensures that I get the best possible vehicle for me. The service be Justin and Dusty is always prompt and provided with respect and courteousness and friendliness. I cannot say enough good things about all my encounters with the wonderful people who always take care of me the best possible way. I wholeheartedly recommend them without the slightest trace of hesitation and look forward to my next visit with them.Service: Tires

  Edward Herpel
7 months ago
I cannot recommend BMW of Ann Arbor Service Center enough! I drove to Ann Arbor from my home in Denver in my 2021 X5 45e for a U of Michigan football game. The day before I arrived I got a message "from my car" while driving telling me one or more of my tires was low in air. I went to a service station and added air to all the tires using an analog gauge. I wasn't sure how accurate it was, so I called BMW of Ann Arbor Service Center and asked if I could stop by for them to check when I arrived in town. Without hesitation, they said yes. Meanwhile, as I was driving the final leg to Ann Arbor, my car told me I needed to get an oil change asap. I knew I was approaching time for an oil change and had an appointment scheduled for when I returned to Denver but this seemed more urgent. When I arrived at BMW of Ann Arbor Service Center and explained the oil situation, the service advisor said that I shouldn't wait to get the oil changed and fit me in their schedule. I was in and out in less than an hour and a half. I only wish I was close enough for them to be my regular BMW dealership.Services: Tires, Oil change

  Carlyn Evans
9 months ago
First day with my service advisor was great - he kept me in the know and was quite helpful. The technician sent a wonderful video showing me what was going on that was quite detailed and clearly explained. They had to keep my car overnight to wait for a part to be shipped overnight. When I picked up my repaired car, I found it had been washed and vacuumed - beautiful. However, I had a very mediocre service experience that second day. That firs day, my service advisor let me know he would be off the next day and directed me to call another advisor instead. So, that next day, hoping my car would be ready (it was a Friday and I didn t relish having no car over the weekend) and having heard nothing, around midday I called and requested the Service Department on the phone direct my call menu. Nobody answered. Hung up and called the operator, who directed my call to the requested substitute service advisor. No answer so I left a message. No callback. Late in the afternoon, having heard nothing all day, I called again and someone in the Service Department answered. She told me the substitute advisor was also off that day (!) and finally found someone who told her that my car was ready. Like if I hadn t called, was anybody going to let me know? Hmmm . Not the perfect experience, however, as I say, the repair was effected excellently well and I appreciated the wash and vacuum.

  Santine Harlock
8 months ago
Making the appointment was very easy. A live person actually answered and gave me an appointment 3 days later.When I arrived the service tech came out to greet me in my car. I had to get to work so he took me straight to a service agent. Jordan was perfect!!! He remembered me from 6 months earlier when I replaced tires. He got me out in 3 minutes. I needed it back by 2:30pm. At noon I received a text saying it was ready, the total, and an easy link to pay. I was delayed and arrived at 4pm. He had the paperwork out and a pen ready for me to sign. Again I was out in 3 minutes.The actual cost was actually lower than the estimate he provided at drop off!!Service: General repairs & maintenance

  K Thompson
7 months ago
I was traveling through town when a sidewall on a tire burst. No tire shops had the correct tire within 50 miles so we thought to try the dealer. Neal and his techs were able to slide us right in and get us back on our 10 hour trip. Very helpful and kind! Only concern was the service dept did not answer the phone the day prior. Carol actually returned our message 7 hours after we left the dealer the next day. Had it not been for Neal and crew, my business would have gone elsewhere.Service: Tires

  Latonya Jones
7 months ago
The BMW service department used to greet you upon arrival. On Monday August 28th, I drove into the service bay, sat in my car for five minutes before getting out to search for an advisor. Workers looked at me but did not offer to assist. Finally, I went into the service manager office. Apparently he was really busy. He just told me, I ve got three guys out there. I went into the waiting room so that I could find my keys in my purse, and when I returned, a service advisor had taken care of a woman who had driven in right behind my car. She went right in and was helped. I ve had better customer service when I take my husbands work truck to the Ford service department. I drive from Flat Rock to Ann Arbor to get my car serviced but I won t be going again.

  vishal gupta
10 months ago
Dusty Harrison is an exceptional service manager, who far exceeded any expectations I might have had from BMW of Ann Arbor. He was diligent, forthright, and committed. I have been to many dealerships in the past, and surely would rate him as the best of them all. Additionally, I want to complement him for his commitment to work ethics and values which means the most to him. It s hard to find talent like him and I m sure he s a valued team member of BMW North America. Please support him in every way, as he represents the true values of BMW. I wish him the best in all his endeavors and think very highly of him.Service: Engine repair

  Rachel Wiertella
6 months ago
Working with BMW of Ann Arbor is always a pleasure. They are prompt, informative, and treat clients (and our vehicles!) with a lot of care. Have never walked away with questions or concerns. Thank you!Services: Air & cabin filter replacement, General repairs & maintenance, Vehicle Inspection, Vehicle safety inspection, Wiper blade installation, Auto maintenance, Oil changeServices: Air & cabin filter replacement, General repairs & maintenance, Vehicle Inspection, Vehicle safety inspection, Wiper blade installation, Auto maintenance, Oil change

  Rebecca Kaufman
9 months ago
I really like the BMW brand, however the service side of my local store is pretty much one of the worst I ve dealt with.I ve previously had a bad experience with them due to lack of communication on their side.When I arrived at my APPOINTMENT TIME, I wasn t acknowledged by any of the service members in the initial visit for over 10 minutes as I stood right in front of the service offices and had eye contact with each employee as they went by.Not one person asked if I needed help as I literally sat on a small stack of tires which faced the service offices. After finally being acknowledged and invited into service cubicle, I wasn t made to feel welcomed, more like I was an inconvenience to their day. I was made to wait hours just for an oil change, that I had an APPOINTMENT for, then they said I needed new brakes, which I authorized.Of course the end of day was approaching and I was told they needed to keep the car till next day stranding me with no vehicle.Instead of offering one, they dropped me off at home and I had to find my own way to get back the following day after it was done. I paid over $2,200 for an oil change and new brakes.I even filled out their email survey response and listed my name, address and phone number detailing the experience. That was last fall, no response at ALL.This visit, I had an appointment again JUST FOR THE VERY SIMPLE TASK OF READING CHECK ENGINE CODE light. I had to wait over and hour and a half just to have that done. The only reason it didn t take longer was because I went to service and said I needed to leave as I had appointments to get to. Asked to have codes printed off versus just a verbal response.These experiences make me question whether BMW is the right brand for me or if it is the local Ann Arbor BMW service side that fails. I have spoken with service manager after 1st experience and he made it go faster, however I should not have had to resort to asking for the manager just to be properly informed.I just don t understand what the point of an appointment is for if they can t do the job as scheduled.Thoroughly disappointed with this branch and find it unacceptable as BMW purports to be a luxury brand with the service skills of a mom and pop secondhand dealership who has been indicted for ripping customers off.Ughhh, so unacceptable and consistently has the worst customer service experience after purchasing a vehicle.Services: Auto engine diagnostic, Brakes, Auto body & trim replacement, Oil change