Sewell BMW of Grapevine

There are times when things just go wrong and it’s really no ones fault - if there’s ever been a time when I’ve enjoyed something going wrong, it’s now. To cut a long story short, I had two issues that when brought to the managements team attention, they went above and beyond to resolve both issues in a timely manner. I’d like to extend my sincere thanks to Josh Kirby, Derek Zimmerman, Jared Richardson and Dakato Zarate.

Sewell BMW is all about smiles and not about details. I provided my sales rep. a full build sheet. She sent it back with a change. She picked another trim FOR me since they were out of my selection. I told her I hated that selection and gave her another choice. She didn't change the order sheet. Management "forgot" to check for the customers final sign off. I get my new X5 with the ugly trim. Wife didn't want to make a scene and just accepted it with a little extra discount since I'd already signed. The kicker? They didn't attach the front licence plate bracket. Service said just drill some holes in your bumper or take it to your local dealer. You know, the one you drove past to go to the "special" dealership.

Well. Sadly I thought I found a BMW Service Center that was nirvana and very customer centric with Sewell BMW Grapevine (Jan 2021). Only to be totally let down this week. BTW it's sad when you have a better (awesome) customer experience at a Discount Tire store than at Sewell Grapevine! After conducting a wheel alignment (and major maintenance to the tune of $2500 in Jan 2021, I was shocked after 5800 miles into post service that included total alignment of all wheels, to have to replace 2 new tires (60k warranty) $300 each with only 15k Miles worn down to the steel belts. See pic. Worse ... there was clearly an issue that the wheel alignment tech didn't diagnose at the time in Jan 2021. I ended up having to replace both tires in an emergency situation while taking my kid to college this weekend. Upon my return Monday of this week, I called my service advisor AARON MORALES and left a Vmail. No return call. I emailed on Tuesday with the details of the issue and photos. Tuesday got an email back that I need to align wheels every 10k (he missed that I told him they were only at 5800 miles since my last alignment even though stayed in my email and he clearly didn't check my service record of prior referenced work done). The was told it was a 2 week wait for pick up and delivery service. I emailed back AND left a Vmail on Wed. Never heard back from the service advisor ie ARON MORALES even now on Thursday evening 4 days later) I was never followed back up on about an appt to see what happened and repair. Sewell. You say your the best at customer service. I. Think. Not. #SewellLetDown You are better than this. And get rid of this service advisor. It's bad for your brand and customer experience. And to think I was thinking of buying a car from you.

Well. Sadly I thought I found a BMW Service Center that was nirvana and very customer centric with Sewell BMW Grapevine (Jan 2021). Only to be totally let down this week. BTW it's sad when you have a better (awesome) customer experience at a Discount Tire store than at Sewell Grapevine! After conducting a wheel alignment (and major maintenance to the tune of $2500 in Jan 2021, I was shocked after 5800 miles into post service that included total alignment of all wheels, to have to replace 2 new tires (60k warranty) $300 each with only 15k Miles worn down to the steel belts. See pic. Worse ... there was clearly an issue that the wheel alignment tech didn't diagnose at the time in Jan 2021. I ended up having to replace both tires in an emergency situation while taking my kid to college this weekend. Upon my return Monday of this week, I called my service advisor AARON MORALES and left a Vmail. No return call. I emailed on Tuesday with the details of the issue and photos. Tuesday got an email back that I need to align wheels every 10k (he missed that I told him they were only at 5800 miles since my last alignment even though stayed in my email and he clearly didn't check my service record of prior referenced work done). The was told it was a 2 week wait for pick up and delivery service. I emailed back AND left a Vmail on Wed. Never heard back from the service advisor ie ARON MORALES even now on Thursday evening 4 days later) I was never followed back up on about an appt to see what happened and repair. Sewell. You say your the best at customer service. I. Think. Not. #SewellLetDown You are better than this. And get rid of this service advisor. It's bad for your brand and customer experience. And to think I was thinking of buying a car from you.

The service department at Sewell BMW is 2nd to none! "Super" Sam Kurth, Service Advisor, is outstanding! Ask for Sam! He always goes the extra mile and over delivers every time! Sam is one of the reasons, "I Drive a Sewell!"

I found a 2021 M4 online at Sewell BMW that I was interested in - Hunter Fowlkes, head of their online sales, did a wonderful job working with me on my trade and the final vehicle price - all virtually. I drove to the dealership and everything was there and ready to roll - seamless transaction! I

I bought my M235i from Bryan Baker and am 100% satisfied with the experience and everyone who I worked with during the purchase process. Sewell bmw is an outstanding dealer and they are truly there for their customers.

Purchased a new 2021 X1/M Sport Package for my wife from Conner Jones yesterday! ANOTHER fantastic experience from start to finish working with Conner! I say there is God, Jesus, and then Conner Jones! Shout out to James Lindsay in Finance too! If you want the BEST car buying experience, and service after the purchase, this is what you need to know. Conner Jones, Sales. James Lindsay, Finance. Sam Kurth, Service. The DREAM TEAM! You will not be disappointed. All 3 of these guys will exceed your expectations, no matter how high you set them!

Purchased a new 2021 X1/M Sport Package for my wife from Conner Jones yesterday! ANOTHER fantastic experience from start to finish working with Conner! I say there is God, Jesus, and then Conner Jones! Shout out to James Lindsay in Finance too! If you want the BEST car buying experience, and service after the purchase, this is what you need to know. Conner Jones, Sales. James Lindsay, Finance. Sam Kurth, Service. The DREAM TEAM! You will not be disappointed. All 3 of these guys will exceed your expectations, no matter how high you set them!

Beware of Sewell BMW Service in Grapevine. First response on new car repairs or warranty items is NOT COVERED. This occurred 3-times within 1 year on a new vehicle (exhausting). If you did make the MISTAKE of buying from Sewell, take it from me, find an another BMW shop. Concerned citizen in Southlake/Keller/Colleyville.