Service Department - BMW Of Grapevine

Reviews

• KD

  K D

  Sep 6, 2025
  1.0
  I brought my car in for routine service. I wanted them to check the Bluetooth system as well cause I was having an issue with it. The customer service was very condescending and rude when he realized that he wasn’t going to make any additional sales. I had purchased the full service warranty. He then proceeded to try to charge a service fee for a tech to look at my Bluetooth issue even though it was covered under the warranty. I ended up just leaving and bringing my car to the Dallas BMW. The Dallas dealership service hands down is amazing. I WILL NEVER BUY A BMW FROM THE GRAPEVINE LOCATION!
• TM

  timber medina

  Aug 10, 2025
  1.0
  While the customer service on the sales side at Sewell BMW of Grapevine is phenomenal, the experience on the service side is unfortunately night and day. It gives the impression that once Sewell has your money, customer satisfaction becomes less of a priority. I purchased my BMW from Sewell about a month ago and recently had to bring it in for service. My assigned service advisor, Allie, was reluctant to help me get a loaner car because I had left my ID at home. I even mentioned that my information was already in their system since I had just gotten a demo car from my sales advisor the week prior, but she wasn’t willing to make any effort to help or find a solution. Instead, she ordered a very low-tier Uber. Within minutes of mentioning the issue to my sales advisor, he was able to arrange a loaner for me in under five minutes. She was also quick to state that my car was not under the manufacturer’s warranty but when I asked her what kind of warranty I did have, she had no idea. I requested a new service advisor, but the service manager Wendy called me to defend her handling of the loaner situation and told me my warranty was a “mixture” of manufacturer and dealer coverage. When I later reviewed my paperwork, it clearly stated the car is under the manufacturer’s warranty and not under a dealer warranty. This means I was not only given inaccurate information, but also felt dismissed in the process. It's frustrating to see this lack of product knowledge and customer care on the service side, especially from a dealership that holds itself to a premium standard. Having had a much better experience with Autobahn BMW in the past, this makes the difference in service all the more disappointing. Unless persuaded otherwise, I will be taking my business to Autobahn in Fort Worth going forward.
• NW

  Nick Wood

  Oct 25, 2024
  5.0
  Rang once and then answered. As always. Love Sewell.
• ML

  Marc Lieberman

  Jul 6, 2024
  2.0
  I have been a loyal and satisfied customer of Sewell Grapevine BMW u til this last visit. My service manager did not seem knowledgeable, had awkward interactions and it took several attempts for him to allow me to confirm where existing damage was on my loan car before I could be on my way; each time he would say “see it’s all reflected there” and then had to restart the process when I wanted to review. When I went to pick up my vehicle, I tried to talk to him about why the cost was different from quote and he was stand offish and seemed too busy to interact. He was also supposed to get me a quote on new tires but never did. I also did not get the results of my 15 point inspection goin like I am accustomed to. Hopefully this was a one-off for Sewell Grapevine but is enough to make me consider servicing elsewhere.
• AS

  Anthony Senegal

  Jun 17, 2024
  1.0
  PLEASE READ CAREFULLY: Let me start by saying that I have ALWAYS received great service when brining my 2013 750Li in to service at Sewell BMW. This particular time I brought my car in for a simple oil change, and it ended up being a domino effect of bad service, poor communication, and even told by the SERVICE MANAGER that if I feel like services at Sewell is not good enough "that maybe you should find another place to get your car serviced". I was told that while in their car, that my motor for my rear window shades failed. This was only after I brought this to their attention. Which made me feel like the Service Dept was trying to cover for a mishap on their part. So instead of trying to cater to the customer, they were too eager to request that I pay for this instead of assisting me with the cost. I am 55yrs old and I have had my vehicle serviced by many dealerships service departments. Never have I been told that I should seek services elsewhere by a SALES MANAGER. Which left me extremely heated and frustrated. For me it's not about the cost of the repair of something that happened to brake while in the Service Depts are. It's about how it was handled, how I was handled as a LONG-TIME customer and the lack of empathy regarding my concerns. To that end after years of getting my care serviced and to be told that I should look elsewhere for service, I most certainly will never go back to Sewell BMW-Grapevine. I plan on buying me another BMW at the end of this year and I know where I AM NOT shopping or servicing my car.

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