November 6, 2018
I recently had an excellent experience with Paul Miller BMW, and specifically with service advisor Robert Smith. I own a 2011 BMW 535xi with over 90,000 miles. I had never been to Paul Miller before for service and came in seeking to have the brakes (rotors and pads) replaced under the extended warrantee, since they had never been done. Unfortunately, corporate BMW would not approve the brakes, taking the position first that they were not covered by the extended warrantee, which was incorrect, and then claiming that the pads and rotors didn’t need replacement despite the passage of 90,000 miles, squeaking and now warping. My experience with corporate BMW was totally negative and caused me to have very strong feeling of never purchasing a BMW again. Thankfully, my experience with corporate was in no way mirrored by my experience with Paul Miller BMW. The Dealership took it upon themselves to replace both the front and rear rotors and pads at no charge to me, providing this merely as a goodwill gesture to a customer. I was truly impressed that the Dealership would take the position that BMW should have, and absorb the cost of these items. Clearly, they understand what it means to develop and maintain a client base and thy have earned my respect and continued business by their professionalism.
TERENCE M. SCOTT