Customer Reviews of Passport BMW
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NANCY G. is THE BEST - thank you Passport BMW
by apostolides on 09/25/2013updated 04/26/2025My wife and I just had the best experience EVER buying a new car - thanks to our sales associate: NANCY G. [email address removed] at Passport BMW. She was straight-forward, easy to work with, and helped us find just the car we were looking… for. Nancy couldn't have made the experience any better. She is THE best, and I highly recommend you email her the next time you're looking for a new BMW! You won't regret it. Thank you Nancy!!BMW X3 AC overcharged
by vwynn on 03/03/2011updated 04/26/202503/18/10,I went to BMW to fix my air conditioner. It was blowing cool air but would not get cold. Ray Fry, SA told me, freon ran out of the air conditioning. My car is a 2005 BMW X3 barely over 5 years - warrently expired. Therefore, I was… charged $225. I returned on 05/15/10,same reason and I was told by Ray Fry my repairs cost $245.66. They discovered a leak in the value after the diagnostic testing. What happened to testing on 03/18/2010? 6/21/10, I went back to BMW there was no cool in my air conditioner but this time Ray Fry left the following message on my answering machine,"Mrs. W this is Ray out here at Passport BMW. uh David our shop technician he is actually the foreman was in here working on your car personally. There will be no labor charge or anything like that he did find from extensive testing here that one of the pressure hoses was leaking & he wants to replace the O ring & recharge with 134A & 20 ounce AC quiet. Everything parts wise comes to $315.00. Uh..there will be no labor charge accessed cause you been back in here 3 times. Uh if you could just give me a call back at 240-695-5401 we will try to see if we can get this resolved & taken care of. If you have any questions, this is Ray & I can be reached at [violative content deleted].Thank you. I called BMW, Fred Gerlinsky- Service Mgr ,told me the cost for the repairs was $2,103 not $315 as previously quoted by Ray Fry. He said, he would not honor the service or offer not to charge labor and he was putting in a new evaporator and the labor is $1380.86. I was appauld, but other service shops said to take it to dealer since dash had to be removed. So I paid for it. On Friday 07/02/10, I picked up my car and discovered the doors would not open after pressing the button on the dash. On Saturday 07/03 at 9:15,I returned to Passport BMW for reconnection of the dash board. However, 2 hours later,I got my car back & drove off,when I found the fabric around dashboard & window were not secured. So I returned to BMW to get it repaired. That was not the end....Later that same day,I returned to BMW at 3:15 after discovering the cigarette lighter & ash tray fell onto the floor & the seat warmers both driver & passenger did not work. On Monday, 07/05/10, Fred Gerlinsky called; asking to meet with him & Jay Klein- Eneral Manager. They listened to my complaint about having to return 3 times because of the poor workmanship and quality on Saturday; and told me they would not provide any compensation bor my complaints because they were just about repairs and an oil change they did not perform so therefore, they offered me a discount of $20.00 on a $79.99 oil change, so I would pay only $59.99. These people don't have the sense God gave a goat! ----- Stay away!!!! You will be sorry you ever met these guys!!!!I feel ripped off
by Jam0916 on 02/21/2014updated 04/26/2025I am writing this letter to inform you how dissatisfied I Jamilah W. am with the service that I received from Passport BMW in Marlow Heights Maryland and I am sure that I am not the only one that would say this. My issues, frustration and… being taking advantage of all started on January 3, 2014 with my BMW 645i being taken to Passport BMW due to my transmission malfunction light and engine light intermittently coming on at times. I then took my 645i BMW to Passport BMW on January 6th 2014. I explained to the intake service representative Patrick M. what the issues are with my car. The service technician ran a diagnostic test on my car and informed me that the software needed to be updated which he recommended it to be updated. I was also told that the coolant warning light illuminating due to leak coming from expansion tank. Expansion tank needs to be replaced and that is what was triggering the engine light to come on. I was also told the vacuum pump is beginning to leak but this was not something that immediately needed to be replaced sometime it takes 2 years before needing to be replaced. I was also informed that no permanent failures stored for the transmission, the technician thoroughly checked out the transmission to ensure there are no problems with it. The transmission is ok, nothing wrong with it. No transmission fluid leaking. That was all that was found wrong with my car at the time. I agreed to have the system updated due to him stating that this is the issue with the light coming because the system had not been updated since 2008. Following his recommendations, I had the software updated and the vacuum pump fixed at the time. I was also informed me that a 21 point inspection was performed in addition to ensure the issues of my car per Patrick M. After my car was in the shop for approximately over 1 week, I responded in to pick up my car and discovered that several other things were done to my vehicle without my consent including changing my left rear tire and lying on the paperwork that I refused an alignment which put my safety at risk due to my car shaking badly. I never refused an alignment because I never authorized my tire to be changed I informed Patrick M. that I would get the main work completed and come back to have the additional work completed. However, this caused me stress when leaving the service center because I felt that something would happen to my car after so many complaints. Approximately over 1 week later, I drove my car a few times putting very little miles on it. I then noticed my car still was not riding as usual and the engine light came on which it had in the pass. I contacted Patrick which he informed me to bring the car back in. He ran another Diagnostic Test on it. He informed me that the Crank Shaft Valve was cracked. He recommended me getting it fixed. This caused me more stress and I had to get my Boyfriend (Mr. A.) to contact Fred The service Manager on my behalf to try come to a compromise on getting this fixed. Mr. Fred's conduct was unprofessional and which he made some inappropriate comments. This caused me to personally take time from my schedule to come and meet The GM (Joe L.) to discuss the aforementioned issues. Mr. L. who is the GM was very professional and assured me that he would look into the matter. He contacted my boyfriend and me very quickly and we were able to compromise on the cost to get the Crank Shaft Valve repaired because this was another issue that came about which should have been caught during the diagnostic. This relieved the issues to my satisfaction at that time. Once the work was completed I picked up my car after being in the shop for approximately over 1 week again. As I drove off the lot, I was wondering if my car was going to have more issues due to the level of complaining that was done. I wanted to have faith and trust in BMW's skilled Mechanics that they properly diagnosed and fixed the problem but I was skeptical for various reasons. My car had been in the shop for over one week and once again and he contacted me on Tuesday February 18th 2014. He informed me of more bad news which was very hard to accept. I was told that the diagnostics test showed that my transmission needed to be replaced and it would cost over $6500 from the same issue that I was having from day one when my car was brought there. I am outraged that I was informed about this. My car had been in and out of the shop since approximately January 6th, 2014. Approximately 50 days had lapse since January 3rd 2014. My car was in my possession approximately 22 days and Passport BMW had my car at the shop for the other remaining days. I have done my part as a customer to report these issues and it seems to get worse for me. I feel that I have been a victim since I complained about my car being in and out of the shop for the same reasons and because the service manager got fired for his actions which were not the first time he has behaved like this to other customers per Mr. L. Patrick had informed me that The New Service Manager Joey requested assistance for a "Good Will" from BMW of North America to step in and help me due to my car being in and out of the shop for the same issues and because they did not perform good service on my car and the complaints that I have because I was told that my car transmission was ok but now after complaining it needs to be replaced is appalling. I am pleading and respectfully requesting that BMW of North America step in and handle this matter on my behalf at no cost to me due to the multiple times my car had been in the shop within a short period of time with the same issues that were previously reported. Here are the facts. My car had been in and out of the shop within a short period of time since January 3rd, 2014 thru Feb 13, 2014 for the same issue but every time I bring it back they find a new issue that was not there when they performed the diagnostics. My car had been driven very short distances and very little miles were put on it after picked up from the shop and me being told that nothing is wrong with my transmission. I followed the Technicians recommendations at Passport BMW. I incurred a considerable amount of loss in currency, loss of time from work, loss of time from school and frustration with lack of the ability to concentrate. I don't have the money to put this much into my car after I was informed that my transmission was ok it was a system upgrade that was need. If this situation happened to you the reader or your family member you would be frustrated and feel that you did not receive the proper treatment as well. On February 20, 2014, I received an email stating that BMW would pay 25% which still leaves me a 5700.00 bill is obscured after being told that my transmission is ok is not acceptable to me, nor is it a fair negotiation for all the problems I have been through and my car is worst than when I brought it in to be fixed. In closing, I do want to thank Mr. Joe L. who have heard my complaints and were professional in dealing with these matters. Jamilah Walker [Phone number removed]Fantastic Experience Once Again!
by wings8 on 04/15/2011updated 04/26/2025Another outstanding experience! Tom Foster at Passport has the knowledge, skill and attention to detail that can make the experience of buying a BMW almost as terrific as the car itself. Tom consistently does whatever possible to optimize… the vehicle and deal, and minimize your time. I once dreaded dealer delays “let me go ask my manager” etc. etc. Tom – and Joe Long – eliminate the hassle. It’s almost too short – make sure to ask for coffee!Consider Passport BMW Before Buying
by brigitteb on 06/03/2012updated 04/26/2025Despite that Passport was recommended, I tried giving my business twice to a dealership 5 miles from home. After the second frustrated attempt, BMW USA put me in touch with Passport. Before I drove home, John Dugan of Passport found a… vehicle in another state that matched most of my specs and confirmed that I could custom order the exact vehicle. Working with John was great: clear; precise and no-pressure. I got the vehicle exactly as I wanted and found the sales transaction experience surprisingly pleasant and easy! You owe it to yourself to at least checkout Passport and John Dugan!Overall Positive Experience
by rgordin on 01/07/2013updated 04/26/2025Very positive experience. I dealt with Brandon K. He was knowledgable about the vehicle, stuck to what he said about price (no last minute changes) and was great on followup afterwards in responding to my questions after the car was… delivered.Worst service ever
by guyven2002 on 09/04/2013updated 04/26/2025In the morning of 8/27/13 at 7:45 AM I brought my convertible BMW to Passport BMW in Marlow Heights, MD to fix what I thought was a menial chord in the right side of the convertible top. Due to usage two chords snapped on the right side… that kind of exposed the metal bar from the cloth. Nothing mechanical was wrong with the convertible top. I always retract it and close it with no problem. However, when Patrick who helped me called me at work and told me the fee and labor was over $413 I almost fall from my desk in disbelief. This was something that was so small and I could’ve continued driving and using the convertible top with no DIFFICULTY. But I paid overall $520.17 including oil change (which was not done properly) to fix the convertible top. I went to pick up the vehicle the same day around 6:00 PM. Immediately upon receiving the keys I open the convertible top to see if the chords were fixed and noticed the top didn’t want to go down all the way to the back and tried to close it back up that’s when I heard a loud BANG!! and it won’t close again. I tried to close it for about a minute that’s when Patrick who probably noticed I needed help ran outside and saw the convertible top won’t close. He told me to go home and will have the guys check it in the morning of 8/28/13. He texted me at 12:30 PM on 8/28/13 to tell me that some gear in the back broke and that I have to pay an additional $753 to fix it. By then I couldn’t keep my displeasure to myself. I explained to him I didn’t break it and that never happened until I brought the car to BMW to fix a simple problem. I told him I didn’t break so I shouldn’t pay for it. I told him I suspect that the gear was broken while the mechanic was working on the car and tried to pass it to me hoping I didn’t notice. It’s obvious that I didn’t bring the car to BMW that way. I vented for about ten minutes on the phone (but was polite to him and he to me), but I couldn’t convince him and his manager to waive the charges they caused. It cost me $962.17 to fix a simple chord. I e-mail the general manager and he didn’t return my call. I called BMW of North America and they left a message for the general manager to call me and he didn’t.
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About our dealership
Here at Passport BMW, everything we do revolves around you. Our various teams are trained to address your needs from the moment you walk through the door, whether you're in the market for your next vehicle or tuning up your current one. By doing so, we have been awarded the coveted 2017 BMW Center of Excellence Award and will continue to provide this type of service as we grow.
Starting with our selection of new BMW models, our showroom is the place to be - we have literally hundreds of in-stock new and pre-owned BMW vehicles plus others. Looking to save some money in the search for your next car? Passport BMW also carries a wide range of used cars from BMW, as well as today's other top automakers.
Once you've chosen your next car, Passport BMW helps you take those all-important next steps towards driving home the BMW of your dreams. Our team of financing experts are trained to sort through various auto loan and lease details in order to help you find the right one for your needs.
What sets us apart
Full service Cafe inside with several complimentary items as well. One of the largest showrooms in the Mid-Atlantic region.
Low & Market based pricing with aggressive incentives and tremendous lending power make deals happen at Passport daily. Visit our team and let us help you drive away with no regrets.
Visit one of the largest showrooms in the mid-Atlantic area with an indoor full service cafe and large customer lounges. Passport BMW has earned the Center of Excellence award, come visit and see the Passport difference.
Amenities
- Complimentary Loaner Cars
- Instant Financing
- Complimentary Coffee
- Rental Car Service Onsite
- Cable Television
Languages Spoken (2)
- English
- Spanish
Passport BMW takes the customer experience very seriously and we are working privately with the client to resolve the issue. We sincerely apologize for the inconvenience.
by passport_auto on 09/04/2013