Recent Reviews from BMW of The Woodlands

I'm relatively new in the area and brought my M3 in for service at this dealership. I found that this dealer did not measure up in terms of customer service or care that I've come to expect from previous dealerships. In fact, the contrast with the Mercedes dealership in town (where I'm also a customer) is truly staggering. I scheduled my car for service, this time to get 3 factory recalls fixed. The person on the phone informed me that they could get me scheduled ASAP, but didn't have any insight into the recalls that needed to be performed or how long it would take / if parts would need to be ordered. I asked about a loaner but was told that wasn't an option as I didn't buy my car there. So much for going above and beyond to earn me as a customer, but that's fine. Next, I arrived at the dealer 10 minutes ahead of my appointment. I was told that my service advisor was at lunch and to just stand their and wait for him. For one, I'm a believer that if you're not early, you're late, and I would expect someplace that valued customer care to schedule this way. This wouldn't have been an issue if I wasn't just left standing there like I was waiting on a bus. I'd imagine that a place with a true culture of customer care would have had people jumping up to step in and help, even if I wasn't their customer. Someone eventually helped me, and I told them that I had the shuttle scheduled. Service Advisor (SA): Ok Me: Where do I pick up the shuttle then? SA: I'll call him. Me: Do I wait here or out front? SA: Go have a seat in the waiting area. It could be a while. As mentioned, this is a fine, but below average conversation. Contrasting with my first appointment with the local Mercedes dealer: SA: It'll take us just a few minutes to pull your loaner around, so let me show you around our waiting area. *proceeds to give me quick tour and show me around and make sure I'm comfortable* It's the difference in shopping at Walmart vs Bloomingdale's, and I'd expect the Bloomingdale's experience from my BMW dealer. I proceeded to ask how long it would take and was told that my actual service advisor would call me and let me know. I was a little surprised that he didn't stop in to check in on my while was waiting on my shuttle, but I suspect it was because the first guy gave him no or very little update. The shuttle took 30 minutes to arrive. Once the driver arrived, it was a great experience. He was kind, helpful, and easy to talk to. I got a call later in the day that the car was ready for pickup. All of the service was completed as expected, and though my service advisor wasn't there when I picked it up, pickup was normal. Again, two stars because everything was fine, but I've come to expect more than fine for my service experience.

Michael Adrian May 27, 2019

It really pisses me off that I have to give even one star!! My problem is not with the sales person, it with the managers and the finance person that handles your paper work and all the final protection add ones that can only be added at that time. Once you walk out, that’s it. You can not add any protection to your car. I understand that and thought I had already learned that previously, well I was wrong again! Ladies!!! Be aware that their are men at this place that will take advantage of you!! A month ago I took my car to momentum bmw mid town because I live close to there. I found my car online at the woodlands location. I took my car in because one of my tires kept getting low. I also had hit some of my rims on curbs. I do that! I know I do that! I’m a small short women. I had a friend go with me to buy the car so I wouldn’t get taken advantage of. We said I need wheel and tire protection, cause I constantly hit curbs. We laughed and made fun of it. The finance manager and I’m sorry I don’t remember his name, said ok you got it. At no time did he ever mention that it didn’t cover cosmetic to my rim. That was the entire reason I got wheel and tire, cause I know I need it!! Seriously?!? The day that I took my car in for the tire I also planned on getting my rims fixed, I was then notified that my protection to my tires and wheels does not cover cosmetic. Right away I called the woodlands bmw and left a message for Derek the finance manager. She said he will call me back. Over the next week I called at least 5 more times finally I got to talk to a finance guy that got Derek to call me back after a week of trying!! That is the worst customer service ever! I told Derek that right in front of the finance guy that me and my friend told him I needed the wheel and tire protection cause I run into curbs and scratch my wheels up. One would think that would be the perfect time to say “ no this type of wheel and tire doesn’t protect scratches or cosmetic” We were not hiding that the entire reason I wanted it was for the cosmetic part, and in fact very blatant about it! Derek told me that he was going to email the policy department or whoever handles the protection plans, and see if it could be added and he would get back to me. 3 weeks later after leaving more messages I still have not heard back from Derek!! I am so disappointed with this place and will never be going back. Momentum will now be getting my business. So LADIES, listen up!!! Be aware of this place! They are liars and will take advantage of anyone. Unless you make sure in the print of your protection that it covers cosmetic, it doesn’t matter if you tell them you need it, they will still sell you the wheel and tire protection without the cosmetic part!! They should be ashamed of the way they are doing business!! DO NOT GO HERE!!!!!!!!!!!

Jade James May 20, 2019

My fiance and I were both considering getting into some certified pre-owned BMWs and we had a good experience the first day. It took roughly 3.5 hrs and we had everything arranged for BMW to ship our cars, but we were asked to return tomorrow for paperwork. It wasn't too big of an issue, but we live an hour from the dealership and we both work, yet we understood because it was late and they were closing for the day. After work, we arrive and they sit us down and our salesperson went to talk with the "computer desk" and there sat just like yesterday, which didn't make sense because we had an appointment. They had all day to arrange any and all paperwork, but there we sit. Eventually our salesperson comes and offers an opportunity to get a new car for "same price" which we agreed to even though it was a different model than the one I was looking for. Once again we stay until closing and they need us back tomorrow for paperwork and I take the car home on rental for the night. The next day my fiance also gets offered a "deal" similar to mine and she can get into a new car even though it wasn't what she wanted. We arrive and clearly tell our salesperson No, we want the deal offered yesterday and to sign some papers. He kindly sits us down and says he will go see what he can do. The car I'm supposed to be getting is via a lease and I ask to have a finance rep to go over it with me which was promised to me the day prior. And once again, there we sit wondering why we have 7 hours invested in sitting in the waiting room and add the hour home and back, it equals 12 hours invested and no signs of signing for some cars. We walk up to the desk to find out the hold up and they say that now my fiance's monthly note will be higher than we were told yesterday. I lose my mind on them and start demanding some compensation for this circus act they keep pulling. .. we had 12 hours of sitting and were no closer to signing anything than the moment we first walked in. They had 2 full days to work out multiple options or at least prepare paperwork and none of that was done. So they promise us they will work out a GREAT deal if we give them a chance and that they will ensure we both can get into some cars... I demand that they fulfill their promise and have somebody explain the lease terms to us while we wait for them to work out a deal. They spend the time making excuses rather than getting to the point and only explained something about it if I coached them through it with prying questions. Finally, they go to get us a deal, a "Great deal" ... They came back with trying to push an X1 on my fiance and we clearly told them we didn't want one of those, but they were relentless to the point that I had enough. Worst dealership experience of my life and a total waste of time and gas to and from... TOTALLY UNPROFESSIONAL ... avoid this dealership like the plague unless you just enjoy bending over and taking it their way and like to roast marshmallows over money. Customer does not matter here, they only want your money and the maximum they can pry out of you and they do so by making you invest so much time that you cave to their price and leave in the car they want off their lot first. Your choice in car is irrelevant... DO NOT SHOP FOR A CAR HERE!!!

Dwayne Knox Mar 7, 2019

I would give them “0” stars if I could. Worst sales department! This happened twice so they definitely weren’t interested in having my business. 1- this was like 8 months ago, my husband and I were there to get some info on their SUVs because my lease was about to expire. But since I wasn’t ready to buy/lease the guy who was “helping” us acted like he didn’t care. I asked if he can show me one SUV and he said well... they are outside but you can look at this one that’s from last year.... also he suggested to stay with Mercedes Benz (my actual car) because thwy will probably offer me a good deal to make me stay with them, which after my experience there I did and I’m soooo happy!! (We bought 2 from Erich at Mercedes of The Woodlands). 2- the second time was today, my husband is starting his search for a car (that he only uses to commute). So we were just shopping around, and once again they acted like they didn’t want our business. Yes he was looking for the least expensive, but that doesn’t mean our business isn’t any good. I assure you, BMW wouldn’t make a 3 series if they were not interested in selling them. The guy who was “helping” us told us that most of his clients pay cash for their lease. In fact, he just had a customer purchase an M5 for a commuter. Again, not sure what that was about. Did he really think we were there to hear about his favorite customer? Also he told us that they are the most expensive cars, which is obviously not true. and the cheapest option they have was around 60,000! I checked the website and that’s not true at all!!! From my point of view he just didn’t want to deal with us because we weren’t buying the most expensive option with cash! Soooooo rude. This guy needs a lesson in sales. I am positive they have turned away tons of good business . So after these two times I will never ever come back here!!!! And I will not recommend this dealership at all!!! This is a horrible dealership. They only value money, and while important, it is not a good business model.

Nadia Rhodes Jan 26, 2019

Really disappointed in the service from this dealership. I bought my car hear but I like to go the the location on 1960 and 45 since it’s closer. After several non retuned phone calls from that location, I reached out to this location. They weren’t any faster in service but they did call to confirm my appointment. Unfortunately the person calling to confirm didn’t know any information about my car or my questions. Which is fine it’s different department. I call this dealership 2 times to find out more about my warranty’s, each time I get a promised call back and each time I was left waiting. I had my appointment at 8:30 am for a tire change. I drop my car off at 8:25 am. Met my advisor. He was kind. Told him everything I needed. And then left with a friend. Around 12 I call for an update- I was told that they were processing the claim from my my tire. (I have the tire protection package). The claim hadn’t been completed. I get back to the dealership around 3. No word on my car. I sit in the waiting room till about 5 still no word. 5:30ish. They walk up to me and say my car was ready. Why did it take all day to get 1 tire changed. Plus everything I wanted to find out about my car. They couldn’t tell me. I was told I’d get a call on Monday with the information. No call. I get a text on Wednesday saying “I haven’t forgotten about you. Is this your email” I’m like yes still no email. I love my car but now I feel like I shouldn’t have purchased it at any Bmw dealership. I should have gone with Sewell. I work in the Auto/insurance industry and I’ve never heard anything bad about them. My coworkers have rant and rave about what great service they provide. The available loner cars and the extra mile they go for there customers. I have nothing good to say about my dealership and It sucks. I want to brag and say how awesome my dealership is but I won’t recommend this place to anyone in good conscience. Really disappointed and if I didn’t love my car so much I would have traded it in at another dealership just so I don’t have to deal with the BMW dealerships. I live far away and It’s annoying I have to use my gas and waste and entire day every time I need something serviced in my car!! 😡😠😡

Bella Jasper Aug 31, 2018

Auto Nation, I wish I could say I?m loving my new truck; however, I haven?t even received my F-150 to start using/driving which I bought 6 days ago (29 Jan 18?). If I may offer some harsh but constructive criticism, perhaps you?ll avoid similar issues/situations in the future with customers: 1. Before I arrived at BMW of The Woodlands, I had already reviewed the used vehicle inventory list and had decided on a specific F-150 Lariat. I checked with a rep to make sure the vehicle was still available, and it was. I made an appointment to see the vehicle and test drove it. My appointment was set for 1500 on Monday the 29th of Jan 18?. Before arriving at the dealership, I contacted USAA and had the loan ready and the truck insured. I test drove the truck and like I thought, I knew I was going to love it. But here is my issue, if I had everything ready (the loan & insurance), why did it still take two hours and a half for me to complete the paperwork?? I can understand if I walked in with nothing, but I had done my research, knew what I wanted and had the loan & insurance settled. Max time I thought I?d be at the dealership was maybe an hour. Not sitting around for 2.5 hours. I highly recommend streamlining your process to get customers in and out especially when they have everything prepared in hand and know exactly what they want. 2. While test driving the truck the check engine light came on. That did not deter me from getting the truck. The rep I was working with said they?d schedule an appointment at the Ford Dealership to get a diagnostic and find out the reason for the check engine light. I was happy and he said he made an appointment for the very next day (30 Jan 18?). I made the mistake assuming the rep I was working with would call me Tuesday afternoon or evening to give me an update on the truck. I didn?t receive any information or an update. I called Tuesday evening around 1900 and left him a voicemail inquiring about the truck. On Wednesday, I sent him an email around noon and did not hear anything back from him until Wednesday evening. He informed me the truck had not been looked at and that it was 3rd in line. I was a little upset because I bought a truck on Monday with the purpose of using it for a house-move I had scheduled on Thursday. He apologized but there was nothing he could do and that it?s not their fault Ford is keeping the truck so long. Correct, it is not his fault, but here is his mistake. I felt like I had to pull teeth to get information from him. He should have been on the phone with Ford finding out when they were going to get to the truck and why the engine light was on. Had I known it was going to take so long, I would have took it in to Ford after I used the truck for the purpose I bought it for. Being that the truck was still in the shop for a simple diagnostic check, I asked the rep for a loaner. He informed me they don?t do loaners. I was so upset with his lack of help, that I told him I would be at his cubicle first thing in the morning to return the truck. He said ok, see you in the morning. After a couple minutes, he called me back and said his Manager would grant me a loaner for one day. I told him that would not work; I needed a loaner while my truck was in the shop. He said he?d call me back. After a few more minutes, he called me back and said he Manager would grant me a loaner while my truck was in the shop. I highly recommend BMW of The Woodlands train their service reps/sales managers to be more proactive and communicate with their customers when they sell a vehicle, yet the vehicle has not been delivered to the customer yet. To this day, my rep has not called me to tell me what?s wrong with the truck. I had to call myself to get a status of the truck and I felt like I had to beg for a loaner.

Raul Garcia Feb 3, 2018

Let me start off by saying, I'm incredible impressed with the entire process. Everything from finding the vehicle online, their website, first point of contact with the salesman, timeliness of trade in offer, professionalism, knowledge, and complete sales cycle. You might be reading this and think I work for the dealership or have some kind of relationship, however I can reassure you that I do not. In fact, I typically don't write reviews online and I'm usually the skeptic on the other side of the fence questioning every 5 star review. How can a business truly deserve 5 stars? Wouldn't that insinuate that they are perfect and made no mistakes? From my recent experience with BMW of the Woodlands I would agree that they earned and deserved all 5 stars. In summary, I did a ton of research before finding our new BMW so when I stumbled across it one night on Cars.com I knew it was competitively priced from the get go, along with having met all my criteria and was BMW Elite Certified. I also did research on what I wanted for my trade in, what interested rate I qualified for, and what payments I could afford monthly. My wife and I walked into the dealership last Friday, 5 minutes before closing at 7pm...I thought they closed at 9pm so I immediately asked if I should come back tomorrow. Javier Castello, greeted us politely and said it was not a big deal and asked how he could help. What impressed me the most was that the moment we met and throughout the entire process there was absolutely zero sales pressure. After stopping at several dealerships previous to Javier, he was the first one that actually listened to our needs along with what it would take to make the deal happen. After maybe 10 minutes of conversation he was off to work. He had his guys looking at our trade ins and crunching numbers with his finance manager to see if he could get the numbers to work. By the way, I knew what was fair. Dealerships are just like every other business, they are in business to make money so I asked for what I thought was fair for the trade in and what was fair for the new purchase in my initial negotiation. After 30 minutes I had a final print out of our monthly payment. We qualified for a lower interest rate (.9%) and the final monthly payment was about $20 less than what I initially calculated. Granted, by the time we added an additional 25k miles with 1 extended year to the $0 maintenance package, window coverage, and rim/tire coverage we were right at the monthly amount we could afford. In conclusion, we had a fantastic buying experience and would highly recommend Javier Castello at BMW of Houston North in The Woodlands. They also have access to AutoNation's new and used car inventory so if they don't have what you're looking they should be able to locate one elsewhere. Give them a call if youre are in the market, [contact info removed]!

RyanHtown Feb 22, 2015

Went to BMW of Houston North in The Woodlands today January 17th 2015. I had done some research on BMWs and it decided it was time to consider a BMW. I have been to other high end dealerships like Lexus, Infinity, and Cadillac, and currently own a Lexus. I had good experiences and was treated professionally by those dealerships so I expected a similar experience with BMW. I drove onto the lot and walked around looking at some of the pre-owned cars. Found one I really liked after about 10 minutes of looking. I loved it infact and was ready to deal. No one had yet come out to greet me. No problem, so I walked towards the showroom area and ran into John. Told him I wanted to look at one of his cars. As we walked out to the car he bragged about being the number one seller of BMWs in the city. OK great I was expecting a great deal from him. The car was locked so I was hoping he would unlock it so I could get in and try it out. John never once offered to unlock the door or even asked if I wanted get in or to drive it. Instead what I heard from him next really surprised me as I asked some questions about the certification and warranty. Having owned other high end cars I was concerned about repair costs I try to be careful about buying things that may cost me a lot of money upfront. I understand that over time I may have to pay for some repairs on any car. He quickly replied that if I was frugal (his words) BMWs weren't the car for me. If I couldn't afford the repairs for this car he suggested I buy a Honda they had on the lot. What? I never once said I couldn't afford the car. I wouldn't be there if I couldn't afford a BMW. He said this is a performance car and maybe I needed some less. What again? John spent more time dissuading to buy the car then encouraging me. In fact he never encouraged me at all. I left their lot never to return with the feeling I was unworthy to buy one of their cars. I figure John is a fat and sassy salesman who is looking for an easy mark rich guy who doesn't care about price, repairs, or any kind of bargaining. He likes his sales easy. He's lazy. Perhaps he reflects the entire philosophy of that dealership. Unless you are rich and don't care about price or repairs don't bother to go there. They will just insult you and belittle you. I will be getting my next car from Infinity or Lexus down near 1960 on IH 45. They have never treated like that...ever, but always with respect and courtesy. Try them instead.

rich2015 Jan 19, 2015

Had the best car buying experience. In the past I have had to sit at the dealership for hours and hours to get the trade appraised and wait again to check with the manager about a reduction in price and the wait again to check on financing and wait again to get the paperwork together and then wait again for the make ready team to get the car detailed and ready. BUT that DID NOT HAPPEN HERE Misty, Leonard, Steve and Todd were awesome. On my smartphone between dealerships while shopping I found a Certified Pre-Owned Vehicle I was interested in on the BMW The Woodlands website (2011 528i Sedan), using their link I sent an e-mail to tell them I was interested. Misty called me immediately and we made an appointment for me to come see the car later that evening. I was a little nervous about the appointment time because we had a birthday party to go to and could not get there until 30 minutes before they closed on a Saturday night. I hate making people stay after closing time I think it is rude but she assured me it would be fine. And she was right! Leonard met us when we arrived and the car was out waiting; we went for a short drive and I was hooked but I tried not to let Leonard know that. I did my best haggling during the test drive, and he told me that they were not going to loose my business over a small amount of money so we should go back and talk it out. My trade was assessed quickly (2012 Hyundai Sonata Limited) and given a more than fair offer. All we needed to do was come to a final agreement on the price of the BMW. Instead of the normal let me talk to the manager dance, Todd the manager came to us and we negotiated face to face. Todd was very nice and agreed to make me happy with my purchase, he even said he might already have a buyer for my car in California. We came to an agreement and all that was left was the financing. Steve was great he had all of the paperwork ready when we got to his office and was very friendly and answered all of my questions and gave me time to review and read ALL of the documents. Even though it was over an hour after closing time I wasn't signing something I did not understand and he was patient and allowed me to ask my silly questions. 2-1/2 hours from arrival to paperwork complete and out the door is the shortest car purchase I have ever had. It would have been very easy for them to ask for us to come on Monday and not take the late appointment; but they were willing to go the extra mile to get us taken care of. Proving that BMW The Woodlands is all about the Customer's Experience and making sure you are happy when you join the BMW family. THANK YOU for your patience and knowledge it is truly appreciated. I have not used the Service Department yet but hopefully I will have the same experience.

szaiser Nov 12, 2014

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