Fields BMW South Orlando

**Twenty-year BMW customer lost over a failed sunroof repair** Fields BMW South Orlando charged us nearly $1,000 to repair a specific sunroof leak. Approximately two months later, the exact same leak returned in the same location the next time the vehicle was exposed to meaningful rain. We brought the car back for a scheduled 7:30 a.m. appointment on Monday, July 27. The vehicle was not evaluated that day and remained at the dealership overnight. We did not receive a meaningful response until Tuesday afternoon and incurred additional Uber expenses while without the car. The dealership then quoted approximately another $1,400 to address the same leaking sunroof. We were told that completing all of the work would have cost approximately $2,400 in total. Had that been disclosed during the original visit, we would never have approved a nearly $1,000 partial repair. We would have taken the car to a qualified specialty or body shop instead. The explanations were also inconsistent. The service team initially stated that additional seals or components were weathered. Later, they questioned what could have happened during the two months since the original repair, implying that something after the service might have caused the renewed leak. Those explanations do not reasonably fit together. If the components were visibly weathered, they should have been identified when the vehicle was originally inspected. If the dealership believed a later event caused the leak, it should have provided evidence rather than implying customer responsibility. We proposed a reasonable compromise: apply the nearly $1,000 already paid toward the newly quoted $1,400 repair. Management’s final offer was a half-hour labor credit and a 10% discount. We retrieved the vehicle unrepaired on Tuesday evening and are having it diagnosed and repaired elsewhere. We no longer wanted Fields BMW South Orlando working on the car. I then escalated the experience in writing to the dealership’s general manager, senior Fields leadership, Fields Auto Group customer service, and BMW Customer Relations. Despite clearly documenting the failed repair, contradictory explanations, management response, and loss of a longtime customer, no one replied. After approximately 20 years as a BMW customer, Fields BMW South Orlando has lost our future service business, vehicle purchases, referrals, and likely our loyalty to the BMW brand.

**Twenty-year BMW customer lost over a failed sunroof repair** Fields BMW South Orlando charged us nearly $1,000 to repair a specific sunroof leak. Approximately two months later, the exact same leak returned in the same location the next time the vehicle was exposed to meaningful rain. We brought the car back for a scheduled 7:30 a.m. appointment on Monday, July 27. The vehicle was not evaluated that day and remained at the dealership overnight. We did not receive a meaningful response until Tuesday afternoon and incurred additional Uber expenses while without the car. The dealership then quoted approximately another $1,400 to address the same leaking sunroof. We were told that completing all of the work would have cost approximately $2,400 in total. Had that been disclosed during the original visit, we would never have approved a nearly $1,000 partial repair. We would have taken the car to a qualified specialty or body shop instead. The explanations were also inconsistent. The service team initially stated that additional seals or components were weathered. Later, they questioned what could have happened during the two months since the original repair, implying that something after the service might have caused the renewed leak. Those explanations do not reasonably fit together. If the components were visibly weathered, they should have been identified when the vehicle was originally inspected. If the dealership believed a later event caused the leak, it should have provided evidence rather than implying customer responsibility. We proposed a reasonable compromise: apply the nearly $1,000 already paid toward the newly quoted $1,400 repair. Management’s final offer was a half-hour labor credit and a 10% discount. We retrieved the vehicle unrepaired on Tuesday evening and are having it diagnosed and repaired elsewhere. We no longer wanted Fields BMW South Orlando working on the car. I then escalated the experience in writing to the dealership’s general manager, senior Fields leadership, Fields Auto Group customer service, and BMW Customer Relations. Despite clearly documenting the failed repair, contradictory explanations, management response, and loss of a longtime customer, no one replied. After approximately 20 years as a BMW customer, Fields BMW South Orlando has lost our future service business, vehicle purchases, referrals, and likely our loyalty to the BMW brand.

Our sales rep, Al smith was efficient, helpful, fair and very professional. We highly recommend this dealership. .

Wonderful stress free buying experience. If interested contact Al Smith at Fields BMW South Orlando He won’t disappoint

Mike Crenshaw is, without a doubt, the BEST service advisor ever. I almost hesitate to share this review because I’m afraid everyone will want to work with him! Mike consistently provides exceptional service, follow-up, communication, and, most importantly, takes the time to explain things in a way that I can actually understand and use to make the best decisions about my vehicle. During my most recent visit, he had to deliver some unfortunate. Even so, Mike handled it with empathy, patience, and grace. That kind of care and communication makes all the difference. I’ll admit that I sometimes struggle with the arrival and departure experience at this dealership, the service in between is consistently handled so well. Nathan oversees a great team and are always willing to think creatively when needed. Ben, my service technician, I truly appreciate your talent and the care you take in looking after my vehicle. And one of my favorite parts of the entire experience is the service video! Being able to see and hear directly from the technician is both educational and entertaining, and it gives me a much better understanding of what’s happening with my vehicle. I’m genuinely grateful to have such a caring, knowledgeable team to turn to when service is needed, whether the news is good or not so. Thank you, Mike, Nathan, Ben, and the entire team, for taking such great care of both my vehicle and me!

My visits with service are always streamlined, informative, and efficient. My advisor is always knowledgeable, I'm greeted and directed at the service drive, and regular maintenance is done in an excellent amount of time even if I'm dropping off and not waiting.

Exceptional service consistently. Great service staff - we love working with Deyja, great communication & smooth process. Service tech took a great video showing us our 2023 x1 in good shape and the website makes it easy to follow along and see the progress. They take great care of us, thank you!

Brought my car in for several issues and some regular service. As usual Nancy was excellent. She set me up right away and was very informative through the whole process as usual. Car is running great; a very satisfied customer!

Michael is always there when you need him, he is honest, great communicator and he’ll always tell you what you need. Great adviser.

Michelle is amazing! She made it so easy to find the perfect car for me. 10/10! I recommend her.