Complimentary services:

• For 2017 and newer.
  3 years or 36,000 miles, whichever occurs first
• For 2016 and older.
  4 years or 50,000 miles, whichever occurs first

Maintenance program coverage is not transferable to subsequent purchasers, owners, or lessees (click to see BMW Transferability disclaimer).

BMW Ultimate Care (Complimentary) : Addresses factory recommended maintenance as outlined in the vehicle's Service and Warranty Booklet. See below for quick reference guide to items covered under the BMW Ultimate Care

BMW Ultimate Care+ (Prepaid) :

• Replacement of specific wear-and-tear items such as brake pads, wiper blades and manual transmission clutch (for model year 2017 vehicles and newer).
• Ultimate Care+ is transferable to a subsequent owner, should a client sell their vehicle.

Today’s BMWs all have either a Condition Based Servicing (CBS) system or a Service Interval Indicator (SII).

Condition Based Servicing:

• Monitors components for wear.
• Icon displays on your dashboard when servicing required.
• Service data stored in your key.
• Service technicians read the key and carry out only the work required.
• Enables servicing to be tailored to your driving style, environment and usage.

Service Interval Indicator:

• Monitors mileage.
• Monitors time since last service.
• Dashboard icons show when servicing is required.
• Dashboard icons show service type required.

To view Warranty information click here.

To view Owner’s Manual click here

• VIN Number required.

To access visual guide for BMW lineup click here

Technology – BMW Assist & BMW ConnectedDrive

BMW ConnectedDrive – Offers wide range of intelligent services and apps that provide you with information and entertainment during your journey (subscription is terminated if customer did not enroll at a preferred BMW store within 60 days of vehicle purchase)

BMW Assist – Roadside and Emergency Assistance, Automatic Collision Notification, Stolen Vehicle Recovery, and more - all at the push of a button (subscription is free for up to 10years for 2014 models and older)

For subscription inquiries about BMW ConnectedDrive or BMW Assist, customers can contact BMW Customer Care:
Phone: (888) 333-6118
Email: customercare@bmwassist.com
In Person: visit a BMW service center

For questions about vehicle features customers can call the BMW Genius Hotline to ask about product related questions:
Phone: (844) 443-6487 (available M-Saturday only)
Email: bmwgenius@bmwusa.com
In Person: visit a BMW service center

Color Basics:           

• Red indicates a potentially serious problem or safety issue, but Red may also indicate an important reminder. If it is flashing, it is important and could be unsafe to drive.
• Yellow/orange mean something needs to be serviced or repaired soon. If it is flashing, it is important and could be unsafe to drive.
• Green or Blue is only telling you that a system is on or operating.

• To see Premium required vehicles click here – customers must use premium gasoline.

Customers can confirm the information on these lists by checking their Owner's Manual or by referring to the label on the inside of the fuel-filler door

• BMW TwinPower Turbo Engine Oils.
• Oil viscosities may vary by model.
• See Owner’s Manual for exact oil type based on vehicle model (0W-40/5W-30/etc.).

BMW Ultimate Protection Program offers some of the following items when purchased in a package or standalone product:

• Extended Service Contracts.
• Lease Protection.
• GAP.
• Road Hazard.

For lost or misplaced protection information & warranty verifications, refer customers to (800) 269-4559

To view a list of additional Product Protection Plans  click here.

Client relations (ⓘ) Manufacturer reps can assist customers with general inquiries, recall concerns, complaints, etc. can be reached in multiple ways.  To see options click on the supported brand: BMW

Contact information is typically located at the bottom of the linked page.

Cashier Team: Right click here to copy all email addresses.
This link will reach the entire team.

Cashier(s):

Despina Karalis

Sofia Konstantinidis (also a receptionist)

Receptionist Team: Right click here to copy all email addresses.
This link will reach the entire team.

Receptionist(s):

Diane Jeannetti

Jane Rezzuti (Lead Receptionist and Valet Coordinator)

Samantha Benson

Sofia Konstantinidis (also a cashier)

Technology Team: Right click here to copy all email addresses.
This link will reach the entire team.

Technology Specialist(s):

Paul Bonitto

Kyle MacDonald

Valet Coordinator - Jane Rezzuti (also a Lead Receptionist)

Parts Manager - Agustin Andrade

BMW Roadside Assistance will tow the vehicle from public roadways (ⓘ) No unsurfaced roads or tracks, made of materials such as sand, gravel, riverbeds, mud, snow, rocks, and other natural terrain. to the nearest BMW dealership; additional charges may apply if a customer requests a further location. See link below for additional exclusions/restrictions that may apply.

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BMW Roadside Assistance

(800) 332-4269 or (800) 497-9940 BMW i3 or i8 Owners

• New Vehicles:
  4 years from the original in-service date, with no mileage restrictions.
• Certified Pre-Owned Vehicles:
  6 years from the original in-service date, with no mileage restrictions.

MINI Roadside Assistance

(866) 646-4772

• 4 years from the original in-service date, with no mileage restrictions.
  

The third party service provider(s) listed below can tow a vehicle to this dealership. However, customers are advised to check their insurance policy for possible roadside coverage.  If a vehicle was involved in a collision/accident and also requires service it must be taken to the collision center first for repairs (see Collision drop down).

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Refer to an advisor; Submit Contact Form

Insurance Claims

To possibly avoid upfront costs, customers should file an insurance claim (ⓘ) Coverage/Compensation can be submitted for Collision, Accident, Vandalism or Theft based on the customer's policy  prior to arranging repairs. The insurance provider will determine cost (if any) for towing/repairs based on insurance coverage. If repairs are done prior to starting a claim, the customer may be responsible for all costs and for obtaining reimbursement (if any) from their policy provider.

Collision and Service Inquiries

If a vehicle was involved in a collision/accident and also requires maintenance service it must be taken to the collision center for repairs first. The collision center will coordinate service.

Customer Pay/Cost Inquiries

• GP1 Collision Centers:
  GP1 Collision Centers offer complimentary visual inspections and estimates. If a customer later decides to file an insurance claim additional fees may apply.

• Third Party Collision Centers:
  For cost inquiries from a third party collision center, the customer will need to speak with that facility directly.

Below are eligible locations customers can use or they can have their insurance provider recommend a repair facility.

The Collision Center South Shore
61 Accord Park Dr Ste 100
Rockland, MA 02370
(781) 291-3071
Distance from Dealership: more than 20 miles

Information that must be disclosed: Shop needs to speak to BMW customers directly before they can accept work (submit Contact Form).

Additional Information:

• Customers leasing a vehicle are required to take their vehicle into a certified collision center for any body work or collision repair. 
• Customers should contact their leasing company to report accidents/damages.

Some manufacturers offer a "locate your parked vehicle" feature accessible through their app. To view a list of manufacturers that offer this feature, click here.

A vehicle could be towed to an impound lot for a number of reasons such as being illegally parked, left behind due to inclement weather, street cleaning, or abandonment. 

City/County Towing Database (ⓘ) Some metro locations have publicly accessible systems that track impounded/towed vehciles.: None found

• Customers who suspect their vehicle was towed should contact whichever police department has jurisdiction in the place where the car was towed from (all wrecker services notify local police).

Additional Information:

• Impounded from a private property/business.
  1. Look for towing signs on the property, or ask the property owner which wrecker service they used to tow vehicles. 
  2. Owners can also contact whichever police department has jurisdiction in the place where the car was towed from (all wrecker services notify local police).

If a vehicle is suspected stolen, the customer should contact authorities immediately. 

If an owner is enrolled in an additional security plan offered by the manufacturer or third party, police will coordinate with the provider to locate the stolen vehicle.

• Stolen Vehicle Locator -  To view a list of manufacturers that offer this feature, click here.
• Lojack Enabled - Customer should report the theft through Lojack.
  (police report can be filed through the app) 

Additional Information:

• If not enrolled in any additional security plans - Customers will need to contact whichever police department has jurisdiction in the place where your car was stolen and report the theft.

If customers have inquiries about a call they received or a missed call please refer to the priority notes or the communication logs.

If a customer is calling about TeleService, services due will be listed on priority notes.

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Car Washes and Exterior Details cannot be performed in rainy/snowy weather or freezing temperatures  (32 °F or lower). To see weather forecast, click here.

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Coupons - must be presented at the time of write up - may be displayed with smart phone / tablet or printed. Max discount on any service without coupon proof is 10%.

• Available: To all (via online or mailers).
• Current Online Specials: Click Here for Current Online Coupons/Specials.
• Competitor Coupons: Accepted – from other BMW dealerships.
• Expired Coupons: Accepted – from other BMW dealerships.

Promos - emailed and should not be offered/advertised to customers that do not have an available promo in their Xtime profile.

• Available: For specific customers/vehicles (via email or Xtime).
• Current Promos: Vary - if a customer is eligible for a promo it will be listed in a "Promotions" drop-down when scheduling. If eligible, add to service visit.
• Competitor Promos: Promos are only offered via Xtime.
• Expired Promos: Expired promos will not appear in Xtime (no longer valid).

Super Savings Day - occur monthly and have designated specials for specific days and services. Offers cannot be used at other locations.

• Available: To all (via online or mailers).
• Current Super Savings Day: Vary - see (SDC) Super Savings Day & FAQs for offers.
• Competitor Super Savings Day: Not Accepted – only available for the specified store.
• Expired Super Savings Day: Not Accepted – only available for the specified date(s).

Recurring Offers - available for eligible customers (ex: senior citizens, military), but not necessarily advertised. Recurring offers do not expire unless specified.

• This dealership does not have any recurring offers.

• Schedule as Allowed - If there is no availability, notify the customer they can come in, but wait time/repair time cannot be guaranteed (vehicle must be inspected first).
• Submit Contact Form only if there is no availability and customer will be coming in.
• Refer to Roadside Assistance; (Multiple options; See REFERRALS) to verify jump start/towing coverage, if needed.

Please note the images above are examples – they are not the only icons that can depict emergency scenarios

Dedicated Express Lanes: No; all vehicles must use the same service entrance lanes.

HomeLink is packaged as a standard feature, bundled within a specific trim level, or as an option on most new vehicles. It allows customers to wirelessly open/close garage door or front gates.

For questions, activations or aftermarket purchase, refer customer below:

Homelink 

(800) 355-3515

An Ignition Interlock Device (IID) requires the driver to provide a breath sample before the engine will start. If the IID detects alcohol on the driver's breath, the engine will not start. The driver will be periodically required to provide breath samples to ensure the continued absence of alcohol in their system for ignition to remain on.

Device installation, issues, removal:

• Do Not Schedule (dealership is not authorized to work on this device).

Maintenance/repairs on vehicles with IIDs: 

• Schedule as waiters only (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals and submit Contact Form.

• Do Not Schedule.
• Refer to the Sales Dept. (Ext. 5455).

This dealership does not have a Loyalty program.

• Pre-Purchase / Pre-Buy Inspections (ⓘ) Customer is wanting to buy a third party vehicle and would like vehicle inspected before buying.: Refer to Xtime for pricing and conditions.
• Appraisals / Cash Offers (ⓘ) Customer is wanting to sell vehicle to dealership.: Do Not Schedule, refer to Sales (Ext: 5455).

• Schedule as allowed.
• Vehicle and registered owner must be present for code to be provided.
• Registered owner must present picture identification (Driver’s License).

Navigation Updates:

• Map updates can be purchased online at shopbmwUSA.com (instructions for map updates can be found on www.BMW.com (Map-Update section).
• Map updates can also be purchased through the parts department.

Schedule as Allowed

. .

Procedure:

• Do Not Schedule as a stand-alone service (state regulations require walk-ins for this inspection).

. .

Items Required:

• Drivers must provide a current (and active) registration document with a valid vehicle identification number (VIN) that matches the one found on the left front side of the dashboard.

Requirements that must be disclosed:

• Dealership cannot perform State Inspections on vehicles with duel wheels in the rear (ⓘ) These vehicles are considered Heavy-duty trucks (weigh 10,001lbs or more) & require a Commercial Motor Vehicle Inspection. 
• State Inspections are first come, first serve.

Additional Information:

• This state requires annual emissions and safety inspections.
• State inspection reports are no longer printed (unless the vehicle fails). If a customer needs a copy, they can go to the state's official website - Massachusetts Vehicle Check  (www.mavehiclecheck.com). 
• Vehicle Inspection FAQ - a quick list of Frequently Asked Questions

Source: www.mavehiclecheck.com

How to Use 

Customers can reach the dedicated Genius team for product questions at BMW 1-844-4GENIUS (443-6487) - for available hours click here.

If the customer would like to speak to a Genius onsite, refer to Technology Specialist (SEE PERSONNEL). A Genius can assist with how to use:

• Navigation.
• Bluetooth.
• BMW Start-Stop Feature - feature cannot be turned off; disabling concerns should be redirected to BMW 1-844-4GENIUS (443-6487).
• Hands Free Dialing.
• Audio System.
• Voice Commands.
• Cruise Control.
• Climate Control.
• Smart Access System.

Issues/Concerns

If customers are reporting that any of the items above are not working please schedule a service visit with an advisor.

Vehicles impacted by vandalism (ⓘ) Vandalism is when a person intentionally damages the property of another. should be referred to Ira Collision Center of Danvers (REFERRALS; 978-605-2110). If a customer has Comprehensive Insurance (to see coverage details click here) they should reach out to their provider first.

If the damage affects both, refer to  Ira Collision Center of Danvers (REFERRALS; 978-605-2110) (they will coordinate with Service). 

• Saturday: Schedule as allowed, please note repairs/diagnostics could carry over to the next business day. Advisor will provide more information during initial meet. 
• Saturday: Do Not Schedule Saturday Loaners; Must be booked/modified/canceled by advisors (submit Contact Form).
• Sunday: Service Dept. CLOSED.

Windshield/glass work, including tinting, cannot be performed during Holidays or during rainy/snowy weather; to see the weather forecast, click here.

Client relations (ⓘ) Manufacturer reps can assist customers with general inquiries, recall concerns, complaints, etc. can be reached in multiple ways.  To see options click on the supported brand: BMW

Contact information is typically located at the bottom of the linked page.

Drop Offs:

• Customer will have their own transportation.

Early Bird/After Hours:

• Advise customer to use the envelopes provided to place their keys in the drop slot located in the front of the service entrance.
• Customers should sign the envelope to authorize repairs.

Wait times for repairs will vary widely since an accurate repair/wait time cannot be determined until diagnosis has been performed by the technician.

Conducted by: Dealership and Lyft as needed

Operates: Monday-Friday 7am - 5pm

Travel Distance: 25 miles

Requirements (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals:

• Brand: BMW only.
• Year: 7yrs and newer.
• Vehicle Mileage: No Restriction Provided.
• Total Duration: 37min or more.

Additional Policy Information:

• Do Not Schedule same day Loaners (schedule 3 days out).

 Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older.
• Valid Driver’s License.
• Valid Major Credit Card (ⓘ) Major credit card networks: Visa, Mastercard, American Express or Discover. Not Accepted: Debit, pre-paid, or digital cards (regardless of network logo on card)..
• Current Proof of Full Coverage Insurance (to see coverage details click here).

For security reasons, customer must present the items listed above each time a Service Loaner is released.

Early/Late Loaner Pickup:

• Loaner will only be available at scheduled date and time of service.

Loaner Models:

• BMW loaners cannot be guaranteed.
• If a specific make/model must be reserved – a manager will need to be notified to see if accommodations can be met (submit Contact Form).

Additional Policy Information (to be disclosed by advisors):

• This dealership did not provide information on this item, refer to an advisor for assistance.

For the welfare of our drivers, valets are not allowed for:
drivability concerns, safety issues or emergency scenarios.
Valets are also not allowed for insurance claims.

• Do Not Schedule.
• Must be booked/modified/canceled by advisors (submit Contact Form).

Program: The Mobile Assist program allows customers to arrange vehicle service at their home or office.

Dealership Participation: This dealership does not participate in the program.

Requirements: This dealership does not participate in the program.