Keon Tobin is the best and communicates so clearly about
your car. I would never go anywhere elses
your car. I would never go anywhere elses
More
by jeremy
Service Price Transparency
May 02, 2024 -
BMW of Catonsville responded
Hello Jeremy, we're happy you found our staff to be so supportive during your experience here at BMW of Catonsville. Our team is available should you require any extra help.
Subject: Formal Complaint Regarding Customer Service
Experience
Dear [Recipient's Name],
I am writing to formally address the extremely disappointing customer service experience I recently encount
Experience
Dear [Recipient's Name],
I am writing to formally address the extremely disappointing customer service experience I recently encountered at your location. My appointment was scheduled for 9:00 am, and although I was 10 minutes late due to traffic, I waited for almost 5 hours in the waiting area before anyone addressed me. My vehicle was not taken in for service until 11:15 am, and I was presented with a video detailing extensive work that supposedly needed to be done, when I only requested an oil change and front left signal light replacement.
After waiting for hours, my car was finally ready at 12:40 pm, but was not handed to me until 1:20 pm. It was during this time that I realized my wallet had been left in the waiting area. I received alerts about my credit card being used at a tobacco shop, which led me to believe I had misplaced my wallet. It was only at 6:08 pm that BMW contacted me to inform me that my wallet was at their location.
More
by drjeniffer
Service Price Transparency
Keon always listens to my concerns and offers solutions
and suggestions when needed. Thank you
and suggestions when needed. Thank you
More
by Niqueow
Service Price Transparency
Feb 04, 2024 -
BMW of Catonsville responded
Hi, thanks for your great review, and for giving our dealership such a high star rating! We hope you continue to choose us for all your automotive needs! Take care!
keon is amazing extremely knowledgeable and
compassionate thank you my car is riding so smooth bluetooth so so
compassionate thank you my car is riding so smooth bluetooth so so
More
by schline1
Service Price Transparency
Feb 02, 2024 -
BMW of Catonsville responded
Hi, thanks for your great review, and for giving our dealership such a high star rating! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!
Great customer service and exceptional communication.
Keon made me a client for life, thank you!
Keon made me a client for life, thank you!
More
by antoniojohnson43
Service Price Transparency
Dec 31, 2023 -
BMW of Catonsville responded
Hi, thank you for your support! We're happy we could help. We hope you continue to choose us for all your automotive needs! Take care!
Dec 29, 2023 -
antoniojohnson43 responded
I had a great experience.
My service advisor Keon Tobin is absolutely amazing.
I drive an hour just to get my vehicle serviced.
I drive an hour just to get my vehicle serviced.
More
by rowene.chandler
Service Price Transparency
Other Employees Tagged:
MelCuesta
Dec 07, 2023 -
BMW of Catonsville responded
Hi, thanks for your praise and kind comments about our team. Safe travels!
I have been a long time customer at this location, the
parts department is very friendly, I always had a great experience until Keon Tobin got promoted from Sales to the service advisor position. I never
parts department is very friendly, I always had a great experience until Keon Tobin got promoted from Sales to the service advisor position. I never had a problem with my previous service advisor but unfortunately he left this location a few years ago. Keon's knowledge about cars is very limited, he is very unpleasant to deal with, very disappointed with his poor communication skills. Ask him a price quote of a service and he would mumble out a random number without looking at his computer or anything. I was inquiring about replacing my front brake pads so I first went to the parts department and spoke to George who is a very friendly guy and he gave me a quote of $357 for labor, that was way over what owings Mills had quoted me so I was going to buy the parts here and take them to Owings Mills to do the service for me, so I bought the parts here and next day I came to pick the parts up so I just decided to go to Keon and double check the labor price, I asked him and he mumbled and said it was only $87 for labor which was strange to me so I repeated the question and asked "Is it only $87 for labor here" and he replied and said "YES IT IS" which made me stay with Catonsville and do the service here too instead of going to Owings Mills. The next day the service is done and Keon is sending me an Invoice of $357 so I called him and asked him that he had told me $87, why am I getting an invoice of $357, he got very loud and furious over the phone and started saying that he never gave me a quote of $87 which was very dishonest of him. I spoke to his managers who appeared to be very cordial but it did not help and I do not blame them but Keon. I also had to replace my Oxygen Sensor Valve Breather on my vehicle recently, I took it to Keon for service and told him to first check if the part was covered under my extended warranty and only perform the service if it was covered, he took the car in and an hour or so later came to me and said the technician changed the Valve Breather and unfortunately it was not covered under the extended warranty I had and wanted me to pay over $400, he did offer a discounted price but all of that could have been avoided if he had more training on communicating with his customers. There is always a problem when dealing with him. I had a 328xi a few years ago and my head gasket had blown on me, my vehicle was a SULEV (Super Ultra Low Emission Vehicle) model that comes with a really good warranty that lasts upto 150,000 miles or 15 years which covers the headgasket, I brought that car here and had asked for the warranty and they refused to take care of it under the warranty. I also remember when Keon first got promoted to the Service Advisor role he had told me to never buy another BMW, these cars are never reliable and always cause problems, this tells me how dishonest he is with his job let alone his customers.
More
by Zeeshan Akbar
Service Price Transparency
Nov 30, 2023 -
BMW of Catonsville responded
Mr. Akbar,
We take any concerns seriously and investigate all concerns thoroughly. Our records for your visit on 9/18 show that the $87 quote was for replacing a front brake sensor. We also have a text message from you authorizing the replacement of the front brake pads and the approval of the $357 labor charge. Regarding the visit on 1/23, we have record the replacement of the vent valve was not covered by the extended warranty that you purchased elsewhere and record of your subsequent approval of the charge prior to the repair. The history on the 328xi that you mentioned is no longer in our database which indicates it is over 5 years old, and we are therefore unable to address that concern for you. Our Service Director, Mike Winter, has been trying to reach you to discuss the concerns raised in the review. If you would like to discuss this further, please contact Mike at mwinter@mileone.com.
Dec 01, 2023 -
Zeeshan Akbar responded
I find it very disturbing that everyone I spoke to about this issue there defended Keon Tobin and told me that he never mentioned $87 at all, everyone pretended to be confused not knowing where that number came from, but now that I have left a review, you are finally admitting that the $87 was indeed mentioned but it was for sensors, demonstrating how double-faced your service is once again. Nobody in their right mind would go purchase a set of brake pads and ask a quote for sensor replacement.
After going through my text messages multiple times there is no such text that has authorized the $357 labor.
Regarding the vent valve, since my vehicle had an Engine light on, I only approved the diagnostic fee and requested Keon to perform the repair only if it was covered under my extended warranty.
The headgasket repair on the 328xi was not over 5 years ago but you will not
see it in your database because I did the service at an independent mechanic shop after getting denied the SULEV warranty here at your dealership. It would be more effective if you could educate your employee rather than fraudulently defending him.
Dec 01, 2023 -
Zeeshan Akbar responded
I find it very disturbing that everyone I spoke to about this issue there defended Keon Tobin and told me that he never mentioned $87 at all, everyone pretended to be confused not knowing where that number came from, but now that I have left a review, you are finally admitting that the $87 was indeed mentioned but it was for sensors, demonstrating how double-faced your service is once again. Nobody in their right mind would go purchase a set of brake pads and ask a quote for sensor replacement.
After going through my text messages multiple times there is no such text that has authorized the $357 labor.
Regarding the vent valve, since my vehicle had an Engine light on, I only approved the diagnostic fee and requested Keon to perform the repair only if it was covered under my extended warranty.
The headgasket repair on the 328xi was not over 5 years ago but you will not
see it in your database because I did the service at an independent mechanic shop after getting denied the SULEV warranty here at your dealership. It would be more effective if you could educate your employee rather than fraudulently defending him.
Keon's beyond great--courteous, profession, & super
competent. He's always helpful and looking out for my family and I.
competent. He's always helpful and looking out for my family and I.
More
by j5R5g5
Nov 05, 2023 -
BMW of Catonsville responded
Hi, thank you so much for your feedback! Our team will be very happy to hear about your kind words and high star rating! We hope to be of service to you again! Take care!
Over the years of having my vehicle serviced , Keon has
been consistently professional and continuously rolls out the red carpet!
been consistently professional and continuously rolls out the red carpet!
More
by mayanrobinson
Oct 25, 2023 -
BMW of Catonsville responded
Hi, in order to deliver the best experience possible, we try to set high expectations for ourselves. We're so glad to receive your positive review. We hope you continue to choose us for all your automotive needs! Take care!
Keon is such a pleasure to work with as always the level
of professionalism, and his expertise is unmatched . He is very knowledgeable and kept in touch with me through out the whole
process. My loaner wa
of professionalism, and his expertise is unmatched . He is very knowledgeable and kept in touch with me through out the whole
process. My loaner was waiting for me which made it smooth and stress-free. Thank you !!
More
by Monie 💋
Service Price Transparency
Oct 17, 2023 -
BMW of Catonsville responded
Hi Monie, thank you for your feedback. We're thrilled you found our team knowledgeable and the whole experience pleasant and easy. If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!