Kate Lee Local Guide
16 May 2026
My family has been nothing but loyal to this dealership for 15+ years. Recently (May 9 at 11 AM), we took our X5 to be serviced as usual, only to be met with less than satisfactory service, to put it sweetly, by a mid 30’s shorter man, I think he went by Martinez, who took over for our usual service advisor since he was busy. He was extremely rude. Not sure if he was having a bad day, but this was totally bizarre.
He refused to do an early oil change and service inspection for us since he stated neither was due yet (which we knew about, we just wanted it done before a road trip). Because he refused to help service the vehicle despite the appointment we made and showed up for, my mom asked if we could get a complimentary car wash since the car was already there, and he said, “No, you need an appointment for that, you aren’t getting service so we won’t do that.” Since he refused EVERYTHING we asked if he could help move the vehicle since the X5 is quite wide and he said, “No ma’am, I can’t do that, there’s enough space for you to do it.” Ummm, weird?
A nice younger gentleman (early 20’s maybe) that was by the car wash happily moved the X5 for us with no problem. He even offered to speak to the manager about this guy’s attitude since my mom was too embarrassed to do it herself. He definitely made up for this annoying visit, but I’m pretty pissed off about him refusing to service the vehicle and do a free car wash. I mean we are paying for the early service, so who cares? I guess he did!
I’m so upset that he wouldn’t help us that I don’t even want to drive my X5 back to Fort Hood, where there’s no BMW I trust like this to mess with my car, to pick up my husband returning from a deployment.
I would put one star, but the younger gentleman was too kind for me to do that.
Hi Kate, thank you for bringing this matter to our attention. We care about all our customers and wish to restore your good faith in our dealership. If you'd be willing, our General Manager would like to speak with you at (281) 305-8901 to discuss ways to improve your experience with our dealership moving forward. Thank you for your input, and we hope to hear from you soon.