BMW has disaster sales customer service and also service compare with Mercedes Benz and Cadillac. Staffs are not trained in good manners. Not recommended
Subject: Terrible First Experience at BMW Thornhill – Greedy and Uncaring Service I came to BMW Thornhill (480 Steeles Ave W) with a flat tire, already stressed and worried, hoping for support from what’s supposed to be a luxury dealership. Instead, I was met with rude, rushed, and completely unhelpful service. The service consultant seemed bothered just because I asked questions and wasn't willing to pay their outrageous prices. They quoted me an unreasonable amount and told me I’d have to wait 3 to 4 days for a tire—without showing the slightest empathy or care for my situation. To make matters worse, no courtesy car was offered. I was told they "don’t provide cars" and was basically pushed to rent one at my own cost. There was zero effort to make things easier or more comfortable for me. No compassion. No solutions but to leave the car for 3 to 4 days until the tire is replaced. For a brand that prides itself on luxury and customer care, this experience showed me the exact opposite. It felt cold, greedy, and transactional. This was my first visit, and unfortunately, it’s likely my last.
Recently visited Autohaus for leaking issue in my vehicle and I had a great experience with Tristan! He is very nice and professional. He is open and transparent about potential cost from the get go. Overall, he made the experience smooth and stress-free.
Amazing experience picking up my first new M4 the whole experience was very smooth, from ordering to picking up, both my sale rep Ray Li and the delivery specialist Michael are super nice and helpful.
Very professional and friendly service location. I had a sudden engine coolant low warning and the receptionist advised to come in to have the coolant topped off and if issue persists then book for appointment. I had called other BMW locations and other locations just told me they couldn’t fit me in today and offered nothing else.
I had a bad experience here recently. I got a text from the service department afterwards saying I would receive a survey shortly, anything below 9 out of 10 is considered a fail, and if I'm not totally happy I should contact them. I never received a survey, and so I texted the guy back, no response. This is my story. I took my X3 in for an oil change, and for them to check a drivetrain error light (just to check the code is $200). Note the X3 was running perfectly, no indication that there was any issue with the drivetrain. After many hours the service adviser in a very confusing roundabout way said that maybe it was related to the mass airflow sensor, and they wanted to keep it overnight so they could check that on a totally cold engine. I got the sense that they didn't have a clue and were struggling to figure it out. In the morning he continued with the confusing talk, and told me that an engine firmware update was necessary ($499 I think, maybe $599) so their diagnostic software could understand the error code. I told him if there was a problem with the airflow sensor the engine wouldn't idle properly or run rough, and asked if it was really possible that their diagnostic software was not backward compatible. I told him the most likely outcome was that it was a faulty sensor, and that he was going to charge me all that money just to tell me that, but reluctantly told him to go ahead. After many hours waiting for him to call the next day I called him, and he said the X3 was ready, and that there was no problem. He never really explained what the error code was. I was getting quite angry about this whole ripoff experience, and when I got there I told him that. I asked, why is it my problem that your diagnostic software can't understand the error code from one of your vehicles? He said it's nobody's problem, the firmware just needs to be updated, just like Windows on your PC. I answered if it's nobody's problem, then why am I paying $499 And the Windows updates happen automatically and are free! Like was he telling me that every few years they shakedown their customers with engine firmware update charges just so that they can understand their own error codes? He just kept repeating the same BMW service advisor word salad nonsense. He reduced the charge a bit, and they left a $500 certificate hanging on the rearview mirror good for a new vehicle purchase or lease, as if that would appease me - it just made me angrier. I take my truck to a local mechanic, and with those guys I can talk directly with them and they explain things and give me options. With these BMW advisors I feel their main purpose is to act as a buffer between me and the person doing the actual work, and their goal is to try to get as much money out of you as possible, not give you good value service. Maybe most BMW owners aren't knowledgeable enough to realise they are getting ripped off, and so BMW gets away with it, and it's a viable business model for them. Up until this experience the X3 was on extended warranty, and taking it in to Autohaus for oil changes was OK, no real complaints, although a few times they suggested it needed things done that I was skeptical about. For example, one time they said it needed all new brake rotors and disks. I declined and when I got my winter wheels put on at the local mechanic I asked them, and they said I had at least 6 months more on my brakes (and that turned out to be true). As a bonus to make this service experience at Autohaus extra special, the firmware update erased all the personal vehicle settings, and so the whole family is pissed off, we've all had to figure everything out and set things up again. The extended warranty on the X3 has ended, and so I definitely won't be taking it back to Autohaus for servicing. By the way, my experience purchasing the X3 there was very good, and I gave a 5 star review of that at the time. This review is strictly related to the service department. I think I have a love hate relationship with BMW - love the vehicles, hate the service departments.
A year ago, I left a review about the exceptional service I received at BMW Autohaus when I had a flat tire. I’m happy to share that my experience this time was just as great! I recently brought my X6 in for an oil change and to address a tire issue, and the team continues to impress me with their professionalism and efficiency. Even though I now live downtown, I still choose to come to BMW Autohaus Thornhill because of the consistently excellent service. Big thanks to Roshan and the entire team for their dedication and expertise. Highly recommend!
BMW Autohaus Service Centre and Auto Repair is a Canadian Chauffeur service based in Vaughan, Ontario. BMW Autohaus Service Centre and Auto Repair is located at 480 Steeles Ave W, Thornhill, ON L4J 6X6, Canada.
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