Hilton Head BMW

Reviews 3

JM

JM Baker

It has been almost 3 weeks since I had a repair done at your dealership, and I am still very upset. I had a warranty on my Bosch starter, which was not honored, and then was charged an excessive fee for labor and troubleshooting. On top of the obvious, I was traveling when the breakdown occurred on Friday and I was assured several times that your dealership would start repairs at 0800 in the morning. When I called at 9am for an update, nothing had started, and John said they were going outside to push my car into the shop in the next ½ hour. I probably called back in another 6-8 times that morning trying to get updates, but just kept getting routed to voicemail…which was never answered. It wasn’t until almost noon that they started working on the car, after complaining to your receptionist, and then, I finally getting routed to John for an update and to ensure my warranty info was received. (I even had my dealer fax the warranty info the night before and again that morning)…and then, speak to your service assistant the next morning. John told me and my BMW dealer that the warranty I had would not be honored due to a difference in starters, and that my starter was not a BMW starter. (My starter is stamped right on it with the BMW logo, which I was shown later by my BMW rep., after I returned home) When I came in at 3:30 to get it, I found an additional charge of over 2 Hrs in labor added to my bill for checking/replacing the fuse. (Quite ridiculous! My home town BMW dealer says, “If there’s not power at the starter, then you check the fuse. It’s that simple…and this doesnt take 2 hours. Further, the BMW diagnostic machine will direct this procedure.”) Summarily, I was charged for a repair procedure that should have been covered under my warranty (even if I just paid the difference between your stock starter and mine), and over-charged for 2 hours of labor on a simple diagnostics test and still charged additional labor for the repair, while having to wait another full day in town, instead of just the morning, as originally promised. Needless to say, I’m not happy at all with your service department or the excessive fees…and the way I was treated! I believe that I was taken advantage of as an out-of-towner, and because I kept trying to get and update that morning and get my warranty honored on my vehicle, I was further charged unnecessarily. For the record, your out-of-towners or tourists are the ones you be bending over backwards to assist, if not all your customers. I believe I should be reimbursed the entire cost of the repair, less the difference in cost between your starter and mine, which I believe was $100-$150. This is all I should have had to pay for a repair that was under warranty, if the same part was not available. Lastly, it speaks extremely poorly of your technicians if they try to justify 2-3 hours labor in troubleshooting “no power to the starter”, for a blown fuse. Any reasonable person would have checked the fuse first, even without the aid of your computer diagnostics system. This was the worst service experience I’ve had in the past 20 years! Joe Baker

DA

Darin Ray

Id seriously think twice about getting your car serviced at Hilton Head BMW. The quality of service from the Service Department has fallen off considerably in the last 2 years. Details of my last 2 interactions with HHI BMW: 1. I call & get their call center and explain that Id like to make an appointment to get my car serviced and explain exactly what I would like done. They say no problem, just drop off the car early in the morning with the keys in it and theyll take care of it. Then I get a call THREE DAYS LATER from the dealership asking me why my car is in their parking lot!!!!! 2) I have their mailer coupon for a oil change/basic servicing and to get a new front windshield cowl. I drop off my car on Sept 30th and they say it will take 3 days for the parts to come in/install. 4 days later I call and ask when my car will be done. They ask me what it was that was supposed to be done and explained that the guy handling my car in the services dept quit/no-showed and that theyre not sure about my cars status. They then call back to say 2 more days. I come in, pay. and get in to leave only to find that the velcro on my floor mats have been ripped away from the bottom and the gear shift knob is just dangling on the top of the shifter. I go back in with the knob in my hand asking whats is going on. "Im not sure...let me check." The services mgr comes back to say, "Oh...yea. They never mentioned to me but they broke the knob and were ordering you another one. Well just attach the broken one till it comes in. It will be coming from New Jersey so it make take a little longer. Ill call you PERSONALLY when it comes in." 3 WEEKS LATER WITHOUT A FOLLOWUP CALL, I have to call and ask the status. They tell me they dont know which knob was to be ordered because there are 8 others in their computer system. They need me to take pictures of the knob and email them or just bring my car in again so they can see which to order!!! I send my father in with my car and the services manager tells him he will PERSONALLY call me when the parts come in. The services mgr then calls me at home and reiterates that he will PERSONALLY call me when the parts arrive. It was DECEMBER 26TH AND I STILL HAD NOT RECEIVED THE GEARSHIFT KNOB OR THE NEW FLOOR MATS WHICH THEY BROKE! I HAD YET TO BE CONTACTED BY ANYONE AT BMW. NO FOLLOWUP CALL BY THE SERVICES MANAGER FOR OVER TWO MONTHS....NOTHING!!!! Like I said....think twice before you get your car serviced there.

MA

Mallory Owens

I am a North Carolina resident with very high expectations and chose to purchase my vehicle from Hilton Head BMW for multiple reasons. While researching for a new vehicle, I had contacted several dealerships within the Carolinas, Georgia and Florida. The personable service, attention and respect I received from the HHI dealership was unparalleled, so it made my exhaustive decision seamless. I am a young female professional and have found it challenging to negotiate and gain respect from dealership personnel until I met the wonderful staff and management at HHI BMW. Not only did the HHI dealership offer me a lower price than other dealerships, but they treated me like family too. I was completely respected and highly valued through every step of the process. Further, I chose to purchase a second vehicle from HHI without even considering other dealerships because of the lifelong relationships I have established with Michael Coleman, General Manager; Steve Malthop, Sales Manager; and Vertus Herron, Client Advisor. I will continue to purchase my vehicles from this dealership despite my location and have and will continue to refer friends and family to purchase their vehicles from this dealership. I have experienced disappointing service from other dealerships and am so relieved that I can rely on HHI BMW for anything. The staff provides individualized service and continually exceeds my expectations. I have reached out on multiple occasions with questions/concerns/inquiries, which were always addressed in a highly professional and suitable manner. I am truly grateful and amazed to have found such wonderful people who truly stand behind a superb product. I have dealt with many other dealerships, and will continue to travel 6 hours from NC to visit the HHI dealership for my automobile requirements.