Rick Hill BMW — Local services in Kingsport

I've been to this dealership's service center a couple of times before where things were done as expected. However, after purchasing a new '24 iX I received my plates in the mail. I went there to have an issue with one of my tires handled and asked if they could put the front plate on for me since the grill on is some special "self healing technology" and I didn't want to screw it up. (I'd already handled the rear plate myself). Within the hour, my vehicle was ready, but I was charged $93 (with tax) for the front plate to be added (which probably took no more than 5 minutes). I asked why they charged me and they said it wasn't a warranty item (obviously), but that since I hadn't purchased my vehicle from them, it was something I needed to pay for?!

First, we're talking just a few minutes of this so hardly any strain on their day's agenda. Second, I've had vehicles sold to me and delivered where I'd go to the local service department and have made this simple request and as a courtesy, they've always obliged to handle it since we all know it's a very easy task and is typically something where they want the customer's business. In my 40+ years of buying vehicles, I've NEVER had a dealership's service department 'nickel and dime' me for something this petty! Obviously, they DO NOT want my business since I won't work with places that are into treating their customers like this. The service manager didn't agree. I asked them to remove it and the charges and he responded by saying he'd charge me AGAIN for the removal!! I then asked if he'd at least meet me half way since they NEVER MENTIONED anything about charges (on this visit I witnessed one of their service agents ask another customer if it was approved prior to charging him so I KNOW this is their policy - PLUS they asked me on a previous visit with my X5). I was completely shocked that they'd charge me $93 just to put a front license plate on my vehicle! It was ASSUMED that I'd have to pay for the labor (maybe by him, by definitely not by me). I was furious to say the least. I normally would have just left unpaid, but didn't want further problems since I knew this guy would probably call the authorities on me so I paid it, told him I'd definitely be calling BMW Corporate's Customer Service about this incident and he simply didn't care! (Shocking)!

ALSO, I'm currently having an issue with my BMW iX where it can't keep the time - at all! This is not the dealership's fault. I have already worked with about 3 other "BMW Geniuses" with this, but the problem couldn't ever get solved. For this reason, I specifically discussed this issue with their service manager (CJ) that I would require a "BMW Genius" for this appointment (as requested by BMW corporate). However, at the time of my arrival for my appointment, I was told that he was "off for the day!" SO my trip was already wasted. The other issues could have waited!

My conclusion is that this dealership clearly doesn't want me coming back AND I never intend to. Since this is the closest BMW dealership to me, all this is encouraging me to do is find another brand vehicle OR I may just wait the lease out then find another brand altogether! If it needs servicing, I have no desire to waste my time to take it to them or have to deal with them. The 2nd closest BMW dealership to me is about 1.5 hours away so I may have to consider that as my option assuming I run into a situation where service is needed. Again, all this has done is destroy the reputation BMW has built up with me after 4 vehicles in a row! So long BMW! This dealership also handles Mercedes and Porsche so I'll be avoiding those two brands as well. I'm so disappointed and frustrated to say the least.

I'll add that I did get a follow up text a day or so after my visit asking how my experience was. I responded indicating that I was furious and already called BMW Corporate about this, asking for an e-mail address I could send the details to. No response back!

I'm staying far and clear from this place because of this...

Terrible experience here. Leasing a 2017 vehicle for less than a year now and already having problems with the vehicle. Never had my vehicle detailed or even just a simple car wash after any service until I ASKED to have it cleaned.. I’ve dealt with other bmw dealerships before and have never had to ASK for my car to be washed/vacuumed. Drove 35 minutes to the dealership a week after I got the car to get an oil change... shouldn’t that already have been done? And was asked if I could just get a ride to work or did I really need a loaner car ?? Ridiculous! Less than a year later drove back there to drop my car off to fix the screen and a few other small things and then was asked the same question again... if I was sure I needed a loaner car or could I just get a ride to work from Someone? Drove 30 minutes back home and Then was called only to tell me to come get my car and that the parts would take some time to come in... 1 month later I get a call saying the part was in when I asked what about the part needed for the Screen? Did that come in? The guy said he had nothing in the system about a screen needing to be fixed... really??! After a month waiting they tell me they don’t have anything in the system about the screen ??? When I called Makayla my advisor I have been dealing with she assured me that the ALL the parts are in and doesn’t know why I was told they were not. I made an appointment for Tuesday but then realized I Had to be in Kingsport on Monday so I called the dealership and asked the guy if it was ok to drop my car off today instead of tomorrow because I couldn’t miss work 2 days in a row and his answer was “sorry there’s no more loaner cars” really??? In your whole dealership you have not 1 loaner car.. yah okay... this place is a joke.. and they treat you terribly if you don’t spend over 50k on a vehicle .. if I could leave 0 stars I would but that 1 star is definitely because of makayla at the service desk she really does try to help as best as she can. This is my first negative review I’ve ever written about any business. I own a business myself which is why I do not like to leave negative reviews but my experience with this dealership is just...

I was scheduled an appointment to get a recall on my car fixed. Over the phone I made the service man aware that I was getting notifications saying my service was overdue and that my brake pads needed to be replaced. I told him that I had gotten both things fixed and I had the receipts to prove it, but that the computer wouldn’t allow the mechanics to reset both notifications. He told me to come by and they would take care of it. So when I arrived to to get everything fixed. First, they told me that they didn’t have a remedy for the recall so I wasn’t sure why they scheduled me in the first place. So I proceeded to tell them about the notifications and the man at the desk said that I would need to get my sensors replaced and I made him aware that my sensors were replaced when I got my brakes done and that it was something with the computer. So another man comes and I explain the situation to him and he says that they can reset my computer for a small fee. I ask what the fee is and he says $175 dollars (which is completely outrageous) and so I expressed my concerns about the price and he says “well it’s at the discretion of the technician”. And I ask if he can get a prices from the technicians. He goes and comes back and tells me that I would have to get another brake job done in order for them to clear the notification. Which I believe was them attempting to swindle me into getting unnecessary things done to my car that I didn’t need, especially considering that I brought the receipts with me showing that I actually already had the work done. I called Blue Ridge MotorWorks and they reset my computer for $45 dollars and afterwards the problem was resolved. Anyone looking to get work done on their European car, I would refer to Blue Ridge MotorWorks or drive and hour and 40min to Arden NC to get...