Bmw of Rockville

Chirag Patel opted not to leave a text review of Bmw of Rockville

If you want to get a good reliable car at a great price with amazing customer service then look no further! I purchased my very first vehicle (Mazda Cx-5) here and the agent as well as the finance manager made the process simple and smooth. The dealership itself is a BMW specific dealership, however they also receive other cars in stock for sale. The agent was very hands on and patient with me when talking numbers and going through the process. He made sure I was completely satisfied with my choice before purchasing or signing anything. The finance manager was extremely patient as well and very helpful. He explained everything I didn't understand to me and made sure I knew what I was signing. I completely recommend browsing and purchasing a vehicle from this dealership. They are top tier!

Would be five stars except for the incredibly long wait for service. One should not have to wait until 11am to be served when the appointment was for 10am and I arrived on time. The service rep told me "it's always like this."

My advisor Chelsea was extremely nice and patient! Came for an oil change and she was so sweet and took care of everything in a timely manner

Stacie Navarro-Joaquin opted not to leave a text review of Bmw of Rockville

I'd give zero stars if possible.

Rob Johnson opted not to leave a text review of Bmw of Rockville

You only get one shot at a 1st Impression. BMW of Rockville can do better

Not what I would expect from a high-end auto dealership. Upon walking in, the dealership itself is beautiful. That's where it ended. The Sale Person's office was a mess, with boxes and papers scattered everywhere. It got better as my sales rep started to eat and take other calls as I'm sitting in his office trying to negotiate a transaction. The circus continued with continuous disrespectful behaviors which prompted me to express my disappointment. I asked for a Sales Manager who was very apologetic and offered to introduce me to a more "qualified" sales representative. While I entertained the Manager's offer for a few minutes, I no longer had the stomach to do business and decided to leave.

Maybe I'm just old school and have this expectation that when buying a high-end luxury car, you are welcomed and treated with respect. The car buying experience is stressful enough and BMW Corp should be setting the highest standards in how dealerships are operated.

BTW. I'm a five time BMW owner and I have tried purchase after purchase to use BMW of Rockville based on their proximity to my home. Unfortunately I always find myself walking away with the same disappointment based on experience I guess the sayings "a leopard can't change it's spot" holds true for BMW of Rockville.

I'll regroup and try to find another BMW dealership in the DMV area that operates a more customer engaging experience. Suggestions are welcome

I don't ever leave reviews, but I'm making a special exception for BMW of Rockville. Last December I bought my parents a new X5 45e hybrid. The sales process was fine, no complaints. Unfortunately the car and post-sales experience was a different story.

The mechanical problems started almost immediately. The tail gate wouldn't close, the AC wouldn't cool, and so on. The first time my parents took the car in to the dealer they didn't even create a work order. I encouraged them to take it back and open a ticket. Long story short, the car was in the shop for over 60 days in 2021. Throughout this time the dealer did not even provide a loaner consistently, with my mom being given an Uber ride home and left without a car. The last straw was when the car broke down on the side of the road in Virginia, this time from overheating. Since my parents had complained to me earlier about all of the issues I had familiarized myself with Maryland lemon law, and from my perspective this car was clearly a lemon. I went to BMW of Rockville to start the process of exchanging the car but met fierce and rude resistance from the General Manager Nicholas Popovici.

When I sat down with Mr. Popovici I explained that I was looking to exchange the car and that I thought it qualified as a lemon. I asked if BMW of Rockville would work with me to achieve this goal. Mr. Popovici said that they would first need to find out what is wrong with the car. I reiterated that because of all the issues to date, from my perspective we could start the replacement process immediately.

Mr. Popovici looked up the service records, and after seeing them asked if my parents had complained at all about the issues with their car. At this point, I asked why whether or not they had complained would be relevant to this matter, and that some people like my parents didn't have personalities, especially at their age, to complain. Mr. Popovici provided a crude analogy saying "if to don't call the police after a crime they can't help you". I explained that this sounded like blaming the victim, had nothing to do with their rights under Maryland law, and did not absolve the dealer from their obligation to resolve the issue. I asked again if they would work with me to get a replacement car, stating that I would do whatever it takes to get that done.

At this point Mr. Popovici accused me of threatening him (with legal), and I asked again if he would help. Mr. Popovici then said since I didn't hold the title to the car he wouldn't talk to me. Sensing the conversation had gone off the rails I asked his consent to record it. Mr. Popovici declined.

I've referred the matter to legal for resolution.

In my opinion BMW of Rockville has forgotten that good customer service means making the customer feel good. I've never had any issues with the local Mercedes dealers and my other cars, and I always feel respected. Here it is clear they are running a low class operation with questionable ethics. Stay away if you value your time.

We were very pleased with our experience. Hiep was very helpful throughout the entire process.

Thank you!