Marlow Bailey-McNeil

Review of Passport BMW

Normally from the service advisor I receive an ema...

Normally from the service advisor I receive an email asking to rate service. I guess you only receive those emails if you are happy with the service. Which makes sense as to why this particular service advisor have a few customer service awards on his station. Nevertheless, Couple of months ago I went in to Passport for an oil change, alignment. Received a text from the advisor saying I also needed to rear tires. My car is rear wheel drive it's been about 2.5yrs maybe it is time for tires so i approve the tires along with the original requested work. Fast Forward couple months later 2000 miles later. I bring my car in for a slow leaking tire. Service Tech discovers two rims have cracks and one of them is causing a slow leak. Of course when I hear from the service advisor M.Jenkins hes quotes me the most expensive cost which would be for two new rims in additional to that now I need front lower control arms replaced. I say have the rims repaired not replaced ( they use a rim guy) and repair the control arms. I mentioned to him that I just had an alignment done and now the control arms have to be replaced. M. Jerkins gives me a text book answer of the who what when and why. I was on my way out of town and said i'll just deal with it later. Later comes M. Jenkins text saying the car is ready, i review the bill and question the alignment 179.99. We are texting back and forth. Giving me the same text book answer. I'm asking why should i pay for and alignment that I just got done couple months ago (2000 miles ago). How can the control arms all of a sudden be bad to the point they have to replaced 2000 miles. How did they align the car if the arms are bad! I say to M. Jenkins this makes me not trust you or the tech. M. Jenkins gives me another text book response and i asked to me transferred to Tj. Service Manager. M. Jenkins transfers me to TJ knowing TJ was in the service line not in his office. Oh how do I know. Prior to M. Jenkins calling me I called Passport to speak to TJ. The young lady who answered the phone never nice said he was in the service lane would I like his VM, and that's when M. Jenkins called. Finally I speak with TJ, he makes it right however after reviewing the history on my car. Nevertheless here is my issue. I'm not a mechanic so when I bring my car in to the dealership there should be a level of trust between me and the advisor. I have to trust what he or she is telling me is what my car needs to keep me and my family safe while driving. However when you get an advisor like M. Jenkins who gives you text book responses, comes across as being greedy and very shady. Like the type of person who you put you in the trick bag and stand back and watch you struggle. Tj mentioned M. Jenkins doesn't have the authorization to make the type of adjustment i was requesting. However for someone who had I believe has two awards on his station for outstanding customer service or advisor of the year, I would think one would have the sense to speak with the person who does, explain the situation and figure out a solution for the customer. However common sense is not a flower that grows in everyone's garden. M. Jenkins Proved this. You never win when you play dirty.