Don Jacobs BMW

Took my car for routine service. When I picked up car door would not unlock. Was told repair would be almost $1000. I said that was not going to happen, car was fine when I bought it in. After some discussion it was determined blown fuse. Sure!!! Also later discovered vent broken during visit.. Mechanic had crawled over console and dumped everything out and broke vent.

We drove 2.5 hours from Tennessee to Don Jacobs BMW in Lexington for service on our vehicle. Tyler, the service advisor, was pleasant to work with. However, when we picked up our vehicle (which was parked far away and not on the service drive), we immediately noticed a deep gouge on the driver’s side window that was not there before. We brought it to Tyler’s attention right away, but he told us the manager had already left for the day. We insisted on having something in writing, as we suspected they might not take responsibility. Tyler did text and email us, saying they would get to the bottom of it on Monday. Monday came and went without a call — I had to reach out through their own service text portal to get a response. Eventually, Tyler called to say they had spoken with the tech and reviewed the situation. Their explanation was that they “put the window down” and didn’t know how it was damaged. The manager speculated that the regulator might have caused it, which makes no sense since it would continue to damage the glass if that were true (and it hasn’t). In the end, they refused to take any responsibility or offer a solution. After driving that far and trusting a dealership with our BMW, this was extremely frustrating and disappointing. We will never return to this dealership and cannot recommend them to anyone. I will also be sharing this experience in my Google reviews — where my posts have over 8.5 million views — so others don’t have to suffer through the same situation or poor customer service.

If your buying a used vehicle from this dealership make sure the title exists. I bought a used car from them and were on day 49 still trying to figure out the title problem. I live out of state and what a headache this has been. Management is non existent at this dealership. Go else where to save your time and mental health.

I brought my bmw in for an oil change. While it was at the dealership I advised the service writer that I was getting a noise in the front drivers brakes when braking in reverse. He stated, “since they are special brakes they will make that noise”. I asked for them to check them during the service. According to the video that he supplied the front brakes were fine and the pads had 7mm still on them. It was less than 5 weeke and less than a 1000 miles the front drivers side was down to metal on metal and ruined the rotor. I took it to another shop and they stated that this shouldn’t have happened. So, I took it back to Don Jacobs and the first service writer I spoke with told me that I would be charged $230 to diagnose the issue. It was apparent that the issue was in the caliper. I asked for another service writer and Trevor assisted. The rotors and brakes were changed and the caliper wasn’t checked????? I am having issues again but I am afraid to take it back to Don Jacobs. I will get a second opinion and ask that Don Jacobs fixes what should have been done in the first place.

I worked with Mr. McCormick for 3 days to purchase a used BMW. I requested to place a deposit because I obviously intended to purchase the car. Based on when my request was made, I was first in-line and should have been granted first right of refusal to have my deposit accepted. But Mr. McCormick did not follow-up for more than 24hrs. Meanwhile, another person walked in and the dealer accepted his deposit even though I was first in-line! I was never given a chance despite my position in the queue. This was the most unethical experience I have ever experienced and just adds to the notorious car dealership reputation which they have earned. No wonder people hate dealing with these businesses. And this one touts being "family" owned, like that makes them angels. NEVER do business with Don Jacobs BMW in Lexington, Kentucky!

I was working with a salesperson to purchase a used BMW and requested to place a deposit because I obviously intended to purchase the car. The salesperson acknowledged my request but did not follow through to get it completed for over 24hrs. Meanwhile, another person showed up and the dealer accepted his deposit when I was first in line based on the timing of my original request and had right of first refusal. They pulled the carpet out from under me in a most unethical way. NEVER deal with this "family" oriented unethical dealership.

if I could give negative stars, I would. It's impossible to say what has deteriorated more in the past few years; the build quality of BMWs or the service at Don Jacobs. I have owned two X5s. A 2015 where the driver seat frame spread open and separated from the cushion. I weigh less than 200 pounds and have never seen such a thing. Against my better judgement, I bought a new one in 2024. From day one, the xxxx thing creaked like an old farm truck in the front end. To my shock, the loaners I was given while they tried to identify the problem also did it. So, apparently most, if not all, V5s creak and groan like a rusty farm truck. Not exactly what you expect from a so called luxury vehicle. Now, at 6,000 miles, the weather stripping along the driver door is falling apart. Don Jacobs and/or BMW wants to say its wear and tear and want me to pay 500.00 to fix it. In my college days, I had cars that cost in the hundreds; of dollars not the tens of thousands and not one of them ever had such shoddy materials. To make matters worse, I have been round and round with the dealership for months over this. Every single time I call to get an update, I have to leave multiple voice mails with the service department before getting a returned call. You would think a luxury dealership would value their customers and would want to stay in communication with them on issues. You would be sorely mistaken. You'll get better service at a buy here / pay here lot than you will from Don Jacobs. Do yourself a favor. Do not buy a BMW and do not buy anything from Don Jacobs.

Salesman very informed and responsive. Low pressure but quick to make sure we had all the info needed.

Ease of transaction John Michael Black was most helpful so was Rebecca in internet sales

The professionalism that my client advisor Xavian showed with me through my search, made it an easy decision. The Manager Johnny was extremely professional and again, made the process seamless.