Passport BMW reviews and complaints

I am writing this letter to inform you how dissatisfied I Jamilah Walker am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would say this. My issues, frustration and being taking advantage of all started on January 3,
2014 with my BMW 645i being taken to Passport BMW due to my transmission
malfunction light and engine light intermittently coming on at times. I then
took my 645i BMW to Passport BMW on January 6th 2014. I explained to the
intake service representative Patrick Mederos what the issues are with my car. The
service technician ran a diagnostic test on my car and informed me that the
software needed to be updated which he recommended it to be updated. I was also
told that the coolant warning light illuminating due to leak coming from
expansion tank. Expansion tank needs to be replaced and that is what was
triggering the engine light to come on. I was also told the vacuum pump is
beginning to leak but this was not something that immediately needed to be
replaced sometime it takes 2 years before needing to be replaced. I was also
informed that no permanent failures stored for the transmission, the technician
thoroughly checked out the transmission to ensure there are no problems with
it. The transmission is ok, nothing wrong with it. No transmission fluid
leaking. That was all that was found wrong with my car at the time. I ag
reed to have the system updated due to him stating that
this is the issue with the light coming because the system had not been updated
since 2008. Following his recommendations, I had the software updated and the vacuum
pump fixed at the time. I was also informed me that a 21 point inspection was
performed in addition to ensure the issues of my car per Patrick Mederos. After
my car was in the shop for approximately over 1 week, I responded in to pick up
my car and discovered that several other things were done to my vehicle without
my consent including changing my left rear tire and lying on the paperwork that
I refused an alignment which put my safety at risk due to my car shaking badly.
I never refused an alignment because I never authorized my tire to be changed I
informed Patrick Mederous that I would get the main work completed and come
back to have the additional work completed. However, this caused me stress when
leaving the service center because I felt that something would happen to my car
after so many complaints.Approximately over 1 week later, I drove my car a few times
putting very little miles on it. I then noticed my car still was not riding as
usual and the engine light came on which it had in the pass. I contacted
Patrick which he informed me to bring the car back in. He ran another
Diagnostic Test on it. He informed me that the Crank Shaft Valve was cracked.
He recommended me getting it fixed. This caused me more stress and I had to get
my Boyfriend (Mr. Atkins) to contact Fred The service Manager on my behalf to
try come to a compromise on getting this fixed. Mr. Fred's conduct was
unprofessional and which he made some inappropriate comments. This caused me to
personally take time from my schedule to come and meet The GM (Joe Long) to
discuss the aforementioned issues. Mr. Long who is the GM was very professional
and assured me that he would look into the matter. He contacted my boyfriend
and me very quickly and we were able to compromise on the cost to get the
Crank Shaft Valve repaired because this was another issue that came about which
should have been caught during the diagnostic. This relieved the issues to my
satisfaction at that time. Once the work was completed I picked up my car after
being in the shop for approximately over 1 week again. As I drove off the lot,
I was wondering if my car was going to have more issues due to the level of
complaining that was done. I wanted to have faith and trust in BMW's skilled
Mechanics that they properly diagnosed and fixed the problem but I was
skeptical for various reasons. I drove my car with no long distance traveling. On average, I may
put approximately less than 30 to 40 miles on my car per day.
Approximately 1 week later, I noticed my Transmission light coming on again.
This caused me more stress and I started to cry out of frustration because I felt
this would happen because I complained and the service manager Fred Gelinzky got
fired for his action. I called my boyfriend and told him this is too much for
me to handle because my car's transmission light came on again. He calmed me down
and told me to contact Patrick. Patrick told me to bring the car in and he ran
another diagnostic test on it. My car had been in the shop for over one week
and once again and he contacted me on Tuesday February 18th 2014. He
informed me of more bad news which was very hard to accept. I was told that the
diagnostics test showed that my transmission needed to be replaced and it would
cost over $6500 from the same issue that I was having from day one when my car
was brought there. I am outraged that I was
informed about this. My car had been in and out of the shop since approximately
January 6th, 2014. Approximately 50 days had lapse since January 3rd 2014. My
car was in my possession approximately 22 days and Passport BMW had my car at the
shop for the other remaining days. This had caused unnecessary stress on me and
a financial burden of approximately 1000.00 being paid within that time on my
car repairs recommended by the BMW Staff. I have done my part as a customer to
report these issues and it seems to get worse for me. I feel that I have
been a victim since I complained about my car being in and out of the shop for
the same reasons and because the service manager got fired for his actions
which were not the first time he has behaved like this to other customers per
Mr. Long. Patrick had informed me that The New Service Manager Joey
requested assistance for a "Good Will" from BMW of North America to
step in and help me due to my car being in and out of the shop for the same
issues and because they did not perform good service on my car and the
complaints that I have because I was told that my car transmission was ok but
now after complaining it needs to be replaced is appalling. I am pleading and
respectfully requesting that BMW of North America step in and handle this
matter on my behalf at no cost to me due to the multiple times my car had been
in the shop within a short period of time with the same issues that were
previously reported. Here are the facts. My car had been in and out of the shop
within a short period of time since January 3rd, 2014 thru Feb 13, 2014 for the
same issue but every time I bring it back they find a new issue that was not
there when they performed the diagnostics. My car had been driven very short
distances and very little miles were put on it after picked up from the shop
and me being told that nothing is wrong with my transmission. I followed the
Technicians recommendations at Passport BMW. I incurred a considerable
amount of loss in currency, loss of time from work, loss of time from school
and frustration with lack of the ability to concentrate. I don't have the money
to put this much into my car after I was informed that my transmission was ok
it was a system upgrade that was need. If this situation happened to you the
reader or your family member you would be frustrated and feel that you did not
receive the proper treatment as well. On February 20, 2014, I received an email stating that BMW would
pay 25% which still leaves me a 5700.00 bill is obscured after being told that
my transmission is ok is not acceptable to me, nor is it a fair negotiation for
all the problems I have been through and my car is worst than when I brought it
in to be fixed. In closing, I do want to thank Mr. Joe Long who have heard my complaints and were professional in
dealing with these matters. the service staff are horrible. Your consideration in this matter would be greatly
appreciated. I wish all the Best to BMW and its Staff.

Sincerely
Jamilah Walker

Called into the dealership to inquire about replacing a leaking valve stem which has a Tire Pressure Monitor Sensor (TPMS). The service guy automatically quoted a full replacement of the unit at over $250 not including labor. Mind you this is a tire valve stem.

I proceeded to advise that the sensor is working correctly and doesn't need to be replaced. The techs response that followed tried to make me seem stupid "the valve stem is attached the the sensor." I then advised that there is a valve stem replacement kit with a nut that attaches the stem to the sensor and I just need them to switch valve stems or adjust the one that was on the tire.

Long story short...The tech tried to make me seem like I didn't know what I was talking about and I just left the situation alone. Each time I take my car into service a problem has to be to the point of obvious before they will actually acknowledge that something is wrong. I dread the ridiculous excuses and constant back and forth before things are done right. I wish companies still believed in service and fixing things the first time.