BMW of Manhattan Service Center

Wow. This has been one of the worst service experiences I’ve ever had. I dropped off my car on Monday because of an engine warning light and was told it would be ready by Thursday. Since this morning, I’ve been texting my advisor, Jorge, for an update and have received absolutely no response. I also called the service center and left a message, but my call was never returned. I made it very clear earlier this week that I urgently need my car tomorrow morning, yet nobody seems able to provide even a basic status update. When I called the service center again, I was told that everyone was busy and that my concern would be escalated. Frankly, that response is unacceptable after four days. What is most shocking is that such a large dealership appears to have no backup system in place when an advisor is unavailable. There seems to be no alternative contact, no way to check the status of my vehicle, and no accountability for customer communication. It has now been four days, I still have no update on my car, and I am rapidly losing patience. The lack of communication and customer service has been extremely frustrating and disappointing.

I’ve been coming here for years and can’t believe it took a week to fix a flat. The lack of communication is incredible for BMW. The service manager Jonathan was a nightmare. Even damaged my car!! Called manager - never got a call back NIGHTMARE

EDIT - UPDATE After taking my car back to have the damage fixed, there was still paint on the leather of my door panel that the service team was unable to get off. The service manager, Joe Rocker, told me they would send it back to the body shop to get fixed. He also said that if my car was newer (It's a 2016) that we wouldn't even be having this conversation, fully admitting that they do not want to fix the problem because my car is 8 years old and not brand new. When the car came back to the service center, my service advisor (Who has been great, to be fair) told me that the paint was still there, but you can "Only see it from a certain angle". This is COMPLETELY unacceptable to me. The car was damaged while being cared for by BMW of Manhattan, and they are unwilling to correct that damage, simply because it is "An older car". This service center is terrible. Bring your car somewhere else! ------- Very disappointed in my experience with the BMW Manhattan service center. My car was hit in October and needed body work (New fender, bumper, tire, head lamp, paint, etc.). The car was with BMW for an entire month, during which time I received little-to-no communication regarding status unless I was proactively asking for it. One very strange exception to this lack of communication involved my service advisor reaching out to me to tell me that there was a disagreement between my insurance company and the shop that BMW had outsourced to for repairs, and that I needed to call the insurance adjuster to sort it out. This was very odd because the adjuster works specifically with this BMW location, so I really have no idea why it was incumbent in ME to sort out this disagreement. In addition, the issue that the service advisor explained was not at all what was going on between the other two parties, and she had fundamentally misunderstood everything that was going on. Finally, after one month I was able to go pick up my car. I will say that the repairs seemed great, and the exterior of the car looked pristine. It was obvious that the exterior had been thoroughly detailed. As I arrived home, I began to notice an unacceptable number of small cosmetic issues in the interior, specifically in the drivers seat. The interior door handle was absolutely filthy. There were scrapes and either a scratch or paint on the leather door panel. A few scrapes/scratches/paint also on the steering wheel, and once I exited the car and looked at the seat, it was very clear that someone had sat in the drivers seat with incredibly dirty pants, and it had not been sufficiently cleaned. I immediately called the service center back, as it had only been about 15 minutes since I picked the vehicle up, and was told that they would email the service managers and I would receive a call back today. That call never happened. In a final WTF moment, when I turned the car off, I received a “Service Required” message. The car had been in the hands of the service department for a whole month, and was returned to me with an overdue service required for new brake fluid that they never saw, mentioned, or addressed. Very disappointing that the flagship NYC location is providing such terrible service to their customers.

I like their service center. in my experience they were always identifying problems properly and i never had to come back with repairing something that was not done correctly during prior repairs. they communicate well, giving you decent estimates as they progress.

I am writing to express my frustration regarding the lack of communication from the service department at BMW Manhattan. I have been attempting to reach a service advisor for the past three weeks to discuss my upcoming scheduled maintenance, but I have not received a response. Despite my multiple attempts to follow up via phone calls, text messages, and emails—including a specific request for a service manager or advisor to call me—my inquiries remain unaddressed. While I understand the team may be busy, the complete lack of communication is unacceptable. Clear communication is essential for quality service, and this experience has negatively impacted my view of this dealership.