Grayson BMW Service

Jan 31, 2025

I brought my car in for an oil change and to inspect a gargling noise (I assumed air was in the cooling system). The oil change was completed and the video that I received from the technician seemed very thorough. While scheduling my appointment, as a courtesy, I tried to explain the details of my car's recent heater core replacement which was later used against me, especially when considering that most people in need of service say my car isn't running right or simply making a noise. Upon picking up my car, my service invoice stated the technician "did not find an issue". Keep in mind I was still charged a $220 diagnostic fee. Two days later, I decided to inspect the car myself and noticed a piece of the timing chain guide was broken - so that was the noise. Later that day I got a drivetrain malfunction warning. I scanned the code and the result was a failed timing chain. I explained the situation to the service manager and he just repeatedly told me that he couldn't see what they did wrong since my service description mostly revolved around the cooling system. He also stated that he hasn't seen the car in five years... as if only new cars need maintenance. I was told that the repair could cost me up to $7000. In the end, he completely refused to service my vehicle. I will never do business with Grayson BMW again, nor will I ever recommend anyone to do business with Grayson BMW due to terrible customer service.

Jan 17, 2025

I bought a BMW at this dealership and went for an alignment here cause I wanted it to be done properly. My car drove straight as well as was my steering wheel, but I didn’t do alignment for years and just changed my tires. I payed twice the normal price for this type of service and waited almost two hours (they put it on the lift almost right away). However after the service I noticed that my steering wheel position is no longer straight while driving on a straight road. Looks like the tech didn’t lock the steering in completely straight position before the service as reflected in attached report they gave me after the service (front axle left/right toe aren’t set even, even though the car drove straight before service). When I came back they held the car for more than an hour and did nothing. When I asked to talk to a supervisor Robert he just repeated ‘It’s straight to me’. Both times my advisor Matt was cold and rude to me. When I came the second time and tried to explain what’s wrong, he interrupted me and said that everything was done properly. When I insisted that it wasn’t, he started to fill a complaint form looking visibly angry, not saying a word to me. This is my first 1 star review on gmaps. I already told my current and potential bmw owners to stay away from this place. Luckily we have a few honest shops that specialize in european vehicles in Knoxville.

Nov 07, 2024

This team is OUTSTANDING! Matt Schroller used his expertise to save me money….. Matt was on top of his game from the very start! He got me in and out quicker than expected and communicated throughout the process and had me up to date the entire time! Matt is a true professional and far exceeded my expectations! I feel comforted knowing he is my consultant moving forward!!

Aug 07, 2024

Dylan is the man. Was super straight forward about my issue and laid out all the options to get it resolved quickly. Can’t recommend his services any higher!

Jul 07, 2024

Always great service and good conversation! Dylan is a big help as well as Trent and Matt!

Jul 07, 2024

Grayson BMW always gives me the best service! Trent is my go to guy! He's fantastic. Give him a raise BMW 😁

Jul 07, 2024

Had a tire going down and Grayson BMW in Knoxville was closest dealership! Matt got me in right away and had my tire changed and me out of there in no time! Would highly recommended them for anyone looking for great service after the sell!!! Super dealership and great people!

Jul 07, 2024

I’m fairly new to Grayson, having recently relocated to TN. My two trips to the dealership have been great. Matt in service has been super helpful with scheduling and monitoring my warranty car care. We have two BMWs, an 2021 X3, and 2011 328. We plan to have both cars serviced with Grayson. Good work all the way around. Oh, and the ‘other’ Matt, who works in sales, was also super helpful.

Jul 07, 2024

James did an excellent job in the service department. Very polite and friendly. I would definitely refer family and friends to Grayson BMW!!!

Jul 07, 2024

Justin does a great job and he is a pleasure to work with.

Jul 07, 2024

Justin is courteous, efficient, and well versed w/t the BMW auto. If purchasing a used Z4 with less than 30M miles, buy extended warranty.

Jul 07, 2024

Matt, got me in fairly quickly on a very busy Friday. He is always anxious to provide top-notch service, and I appreciate that a lot!

Jul 07, 2024

Quick in and out with all issues resolved!

Jul 07, 2024

I was interested in a used car at this dealership. Went and test drove the truck and they could not have been nicer. After a small issue, things got ironed out quickly. While the deal did not materialize I appreciated the follow up.

Jul 07, 2024

Warranty denied for dead battery in 2022 X5 hybrid! Dealer blamed user error (lights left on) and denied warranty coverage despite Ring camera footage proving otherwise. Now stuck paying $1300+ for a faulty battery under dubious circumstances. Unbelievable! They were great when we bought the car here a couple years ago and spent $80k+. Background details… My wife’s 2022 X5 45e hybrid that is still under warranty had an electrical “glitch” that did not allow the car to turn on or be driven. Took it in for inspection. They said problem was battery failure due to parking lights or hazard lights being left on (according to their computer system) and therefore would not be covered under warranty. Absolutely could not believe it! I asked when this “lights left on” supposedly happened. They looked it up and service advisor told me that they “were able to isolate the time stamp to 6/11/24, 10:43pm.” Luckily (or so I thought at the time), I had Ring Camera footage showing the problem occurring long before that around 10:01pm (car had been parked there around 8:29pm). Sent the footage to them showing all this and guess what?.... Still refused to cover it under warranty!!! They stuck with their claim that their computer system is accurate and therefore we must’ve left the lights on. I even have Ring Camera footage before all of this showing the lights off. Spoke to Service Manager and explained all of this, but to no avail (I will admit though that he was very calm, respectful, and patient in listening despite persistent warranty denial). Now they’re wanting over $1300 to replace 12v car battery that they say was damaged by leaving parking lights or hazard lights on (which they were not per camera footage) too long (about 90 minutes per camera footage). Not sure which is more ridiculous…. The idea that parking lights being left on for 90min could damage/destroy the battery OR the idea that they can continue to claim that lights were left on EVEN with camera footage showing otherwise!!!

Jun 07, 2024

Best of the best great customer service and always got something new in stock for you to look at

Jun 07, 2024

Fantastic service experience with advisor Trent. Very knowledgeable, easy to communicate with and fast.

Jun 07, 2024

Great communication. Thorough video of the brake check. Outstanding service.

Jun 07, 2024

Many years as BMW customer and know auto industry service departments well. Matt Schroller is one of the best Service Advisors in this profession.

Jun 07, 2024

Always a pleasure to have Justin address our mechanical BMW needs, attention to details and very thorough.

Jun 07, 2024

Attentive, professional, accommodating, and respectful of time are all words that describe today's experience with Trent.

Jun 07, 2024

Dylan is amazing!! I will continue all my car needs and care with them. Thank you very much for making me feel valued and appreciated as a customer.

Jun 07, 2024

Dylan is the agent I am working with. he is super patient and take very good care of my car. I definitely recommend him.

Jun 07, 2024

Extraordinary service, always. Justin kept me up to date at each stage of service.

Jun 07, 2024

Fast easy experience, just a little pricy.

Jun 07, 2024

Grayson BMW Service does a great job. My X3 always runs better after they service it. Justin is very responsive to my inquiries and requests and does a good job of explaining problems and costs.

Jun 07, 2024

Great service! I have been going to Grayson for many years and never had any issues. Trent is awesome to work with.

Jun 07, 2024

Justin is very professional, personable, and understanding. He somehow is able to be friendly and respectful which isn’t easy dealing with people who need their car serviced. I know that having a service advisor like Justin is why we have been dealing with Grayson for the past twenty-five years.

Jun 07, 2024

Justin made my service appointment go smoothly and I was out doing errands without any delay. I heard back quickly with what needed to be taken care of and it was finished in a timely manner.

Jun 07, 2024

Trent and team were highly professional and helpful. Great job!