Service Center at BMW of Mt. Laurel

A sincere THANK YOU, to Billy Holden, service manager @ BMW of Mt Laurel, for providing an absolutely stellar client experience. The battery I needed was on back order nationally & unavailable at most dealerships in the area. However, Billy was not only able to locate it for me, he even went the extra mile & sent a driver to pick it up & have it installed on the same day!
Again, Thank you, for a job well done!

Let's face it, dealer shops are expensive and exotic dealer shops are even more so. We saw the negative reviews, but when you have a BMW, be prepared to open your wallet, so the idea is to make the most of each visit and limit the need for further repairs and at least try to work with the service manager if you feel the bill is excessive. THAT SAID ... We purchased a previously leased 2016 x3. Ryan Suggs was the sales rep and we absolutely loved Ryan. But then we get to the other side of dealer relations the service dept. Granted it was a bit pricey, but no complaints from us, and we were absolutely treated well and fairly this time - as usual each time before. But I am especially thankful for Keith who worked with us on this bill, and John the initial intake rep was helpful as well though. We are retired, on modest fixed incomes, and for all we know this BMW would be our forever BMW, which is okay because we have confidence in the professionalism and likability of this Mt. Laurel service dept. -Carol (and Dave)

I recently worked with Gina to purchase a car and she was fantastic to work with. She was extremely knowledgeable and kept all of the features that I was looking for in mind when discussing different vehicles. She is very personable and made the experience of buying my first car a very easy and enjoyable one! Nowell in finance was also great to work with as he explained the entire process very thoroughly and answered all of my questions. Overall it was a wonderful and easy experience!

I was impressed when I received a video on my phone when the mechanic was inspecting my car. Now I know exactly what the mechanic was working on my car.. That's was cool. Kathy, the service adviser also answered all my questions..

Good service. Pleasant atmosphere. Employees friendly and helpful.

Its really nice, has nice car and the employees are nice

Fabulous! Very good service!

Good

Always helpful.

Excellent Service!!

Good service. Just expensive.

Debated about posting, but ultimately decided to with the hopes that management would read: I came to get my BMW service tear during Thanksgiving, 2022, and had really mixed experience.

First off, the good:
the service advisor was friendly, and easy to communicate with (I was able to text back-and-forth and he responded very quickly). The waiting area was also really comfortable. The service was quick.

The bad:
when I dropped off the car, I let them know it had a lot of sentimental value and I was willing to get done any/all upkeep and maintenance needed. Right off, the service advisor noticed that it was due for an oil change, and offered me a special oil change package they had on sale, which I agreed to. Thankfully, the oil change turned out to be the only thing that the car needed/that he recommended at the time.

However, when I came to pick up the car, the price was notably higher than I expected based on the package: They had tacked on an extra $12 for “shop fees“ in addition to the price of the oil change package and the taxes.

I asked repeatedly about the fee, and the advisor told me that it was “standard practice“ and there was nothing that he or the manager could do about it. When I asked why the “shop fees”weren’t already bundled into the oil change package, I was just referred to fine print on the signs that said “additional fees may apply”. What’s even worse, I when I asked for them to itemize the things that would have generated the $12 beyond the package price, he could only give me a hand waving answer about “miscellaneous small items“, “wear and tear on the tools“, etc.

It feels very disingenuous to add on a BS nickel-and-dime charge and not be upfront about it. Honestly, it wasn’t that much more, so I would have been fine if they had just increased the price of the oil change package by $12, or at least been explicit about the fee upfront.

On top of all that, the technician even forgot to reset the service tracker on the car. (i.e. the on-board notification that tells you when next service is due)!!!
It made me worried that he did a slipshod job with all the other things he claimed were done. I was told that the reset wasn’t something that I could do at home myself, so I ended up having to bring the car back to the dealership to have this done.

I also mentioned my opinion/experience to the “quality representative“ when she called me for the follow up. She apologized and said that she would speak to management to “see what they can do”, but never followed up afterwards.

Ultimately:
I have really mixed feelings about my experience, especially since I had purchased my car from BMW of Mt. Laurel and had previously good experiences when I used to routinely take it for servicing there from 2014-2017. Initially, I was happy to pay the higher-than-the-regular-mechanics prices that BMW Mt. Laurel charges with in the expectation they would do a better job, but this small petty stuff and my concerns about their thoroughness make me a question if I’ll come back to them again the next time.

John McGonigle over at BMW of Mt. Laurel was great to work with. I usually take my vehicle to BMW of Devon or Fort Washington for service & repairs, but because they were booked out over a month, I decided to go to Mt Laurel for the first time....BIG MISTAKE. They lack the level of transparency & professionalism I'm used to. My service advisor was Harvey binnig, who seemed to care more about his commission than what was best for my car. Long story short: Next time I think I'll wait and take my car to BMW dealer that offers the level of service I'm used to.