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

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.

Retail gasoline stations in the United States sell three main grades of gasoline based on the octane level:

• Regular (ⓘ) Also refered to as Unleaded - the lowest octane fuel (generally 87-88)
• Mid-Grade (ⓘ) Also refered to as Plus / Special / Extra - the middle range octane fuel (generally 89–90)
• Premium (ⓘ) Also refered to as Premium Plus / Super Premium / Super / Supreme  - the highest octane fuel (generally 91–94)

If the octane rating used is less than required, damage to the engine may occur and may void the vehicle warranty.

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

Source: eia.gov / fueleconomy.gov

• 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.)

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.

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

Technology Specialist(s) - BMW Genius:

Alejandro Aguirre

Giancarlo Burgos

Lee Nino

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

Mobile Assist/Roadside Coordinator(s):
Iginia Cordero
Joseph Ramirez
 
Customers can call or be warm transferred to (281) 408-0864 when needing BMW Midtown Roadside or Mobile Assist.
 
Currently, this location only offers Mobile Assist/Roadside for:

• Recalls
• Key programming
• Tire repairs
• Battery jump start
• Towing
• Light Maintenance

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

Parts Associate - Jose Torres

Parts Manager - Wilson Martinez

New Vehicle F&I Manager - Younus Nadeem 

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

Lease Returns:

Yvonne Guerra 

Lee Nino

Giancarlo Burgos

Lease Renewals - Customer needs to contact their Salesperson or BMW Financial 1-800-578-5000

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.

Roadside Assistance

(800) 332-4269 / (800) 497-9940 for 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.

BMW Midtown Roadside Assistance & Mobile Assist (ⓘ)This dealership offers rapid service dispatched directly from their location

(281) 408-0864

Mon-Sat. 7am-7pm

Currently, this location only offers Mobile Assist/Roadside for:

• Recalls
• Key programming
• Tire repairs
• Battery jump start
• Towing
• Light Maintenance

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).

Safe Tow
(713) 468-5975
Distance from Dealership: within 20 miles

• If using a referred towing company, charges can be billed directly to the customers’ Repair Order (RO).
• If using a non-referred towing company, payment maybe required by the towing company upon delivery.

Autohaus K&H Inc. (24 hour rapid service for flood related towing)
(713) 659-3393
Distance from Dealership: within 5 miles

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.

Sterling McCall Collision Center of Clear Lake
18160B Gulf Freeway
Houston, TX 77546
(281) 853-1440
Distance from Dealership: more than 20 miles

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.: Yes

• By Phone (713) 308-8580
• Online (findmytowedcar.com) -  HPD public access database; allow 2hrs from the time the vehicle is towed until it is listed on the website

Additional Information:

• Impounded from a private property/business
  1. Owners should 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.

To locate the nearest BMW Motorrad dealership, click here.

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

.

In some cases, customers might have been contacted about their upcoming Condition Based Service (CBS) by Epsilon (BMW's teleservice partner).

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.

. .

Complimentary Car Wash:

• Scheduled with service: Yes.
• Available without service (stand-alone): No, car washes can only be performed for vehicles coming in for service (fee applies for stand-alone car washes – see Xtime for pricing and duration).

Detail Option(s):

Schedule as allowed; refer to Xtime for all pricing, durations, and package descriptions.

• Basic Car Wash & Vacuum
• Interior Detail
• Exterior Detail
• Full/Complete Detail

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
• Vehicle must be inspected (test drive may be required) – customers are encouraged to ride along with the tech/advisor in order to replicate noise concern
• Please encourage drop offs/Rideshare
• Salvaged/Branded vehicles - if disclosed, do not schedule; diagnostics and/or warranty work cannot be performed

Procedure:

• Complimentary initial diagnosis.

A qualified technician will inspect the vehicle to determine its service needs. Afterwards the service advisor will contact the customer to inform them of their findings and the necessary steps to repair the vehicle.

To view examples of what is intended to be covered during a “Free Initial Diagnosis” click here

• Schedule at least 2 days out

• 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.

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).
• Refer customer to Texas DPS for authorized locations.

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.

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

Policy:

• No appointment necessary

. .

Requirements that must be disclosed:

• Monday-Friday: 10am-5pm
• Lease-end inspections are performed in the New Car Showroom

. .

Additional Information:

• Lease Return specialists (see PERSONNEL) 

This dealership offers Platinum & Gold Client Programs – Customers will bring up their status.

Platinum Clients are eligible for the following:

• Loaners - Available for any service regardless of duration (contact HelpLine for override & submit Submit Contact Form)
• Mini Detail - Hand wash, vacuum, tire shine, windows
• Express Check-In - Upon arrival the customer will be checked in to the service department, loaner car will be with the service advisor to turn over to the client
• Express Service - Any work will be completed within one day of drop off (Some exceptions apply if there is complicated repairs or special order parts)
• Pick up and Delivery/Valet service - Submit Contact Form for scheduling

Gold Clients are eligible for the following:

• Loaners - Available for any service regardless of duration (contact HelpLine for override & send courtesy email to Service Director)
• Mini Detail - Hand wash, vacuum, tire shine, windows
• Express Service - Any work will be completed within one day of drop off (Some exceptions apply if there is complicated repairs or special order parts)

Pre-Purchase Inspections are not performed at this dealership

Radio Codes:

• 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.

Do Not Schedule same day Loaners.

Procedure:

• Schedule as allowed; however walk-ins are accepted (ⓘ) Due to limited walk-in availability, scheduled visits are highly encouraged.

Requirements that must be disclosed:

• Refer to Xtime information icon.
• Walk-ins - wait times cannot be guaranteed (first come, first serve).

Additional Information:

• Emissions testing is only required for some metro counties.
• New cars are good for two years, after which any applicable inspections are required annually.
• Vehicle Inspection History - verify the history of a Texas vehicle inspection (VIN required)
  Only history through the end of the previous day or older is available.

Source: dps.texas.gov

For questions about Vehicle Registration/Renewals see Dealership Information Tab

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 Specialists (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 Sterling McCall Collision Center of Clear Lake (REFERRALS; 281-853-1440). If a customer has Comprehensive Insurance (to see coverage details click here) they should reach out to their provider first.

Internal Damage (regardless of an insurance claim or customer pay): Schedule as Allowed

Examples:

• Animal/Rodent Damage (chewed wires, nests)
• Sugar in the gas tank
• Sensors were damaged
• Stolen catalytic converter

External Damage (regardless of an insurance claim or customer pay): Refer to Sterling McCall Collision Center of Clear Lake (REFERRALS; 281-853-1440)

Examples:

• Broken Glass
• External Parts Damaged (Broken Mirrors, Antenna, Lights, etc.)
• Intentional Fire
• Paint Damage (Graffiti/Spray/Scratches)
• Wildlife Collisions

If the damage affects both, refer to Sterling McCall Collision Center of Clear Lake (REFERRALS; 281-853-1440) (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. 
• 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 at the front door on the corner of San Jacinto and Gray St. 
• Customers should sign the envelope to authorize repairs.

Do Not Schedule waiters for i3 and i8 Electric vehicles.

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

Operates: Monday-Friday 7am-5pm; Saturday 7am- 4pm

Travel Distance: 10 Miles

Additional Information:

• Travel Distance allowed up to 25 Miles with Service Manager/Director approval.

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

• Brand: BMW only
• Year: No Restriction Provided
• Vehicle Mileage: No Restriction Provided
• Total Duration: 54min or more

Additional Policy Information:

• Do Not Schedule same day Loaners
• Not allowed for standalone state inspections regardless of duration

 Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older
• Valid Driver’s License
• Valid Major Credit Card (ⓘ) Not Accepted: Debit, pre-paid, or digital cards.
• 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):

• Loaners not allowed for extended warranty. 
• Mileage: Vehicle must remain in Houston.
• Fuel: Loaner will be provided with full tank of gas and must be returned with full tank of gas or customer will be charged the amount it will required to fill the tank.
• Vehicle does not have toll tags but may still drive through EZ Tag lanes since dealership has accounts with the Toll Authority.

This dealership does not offer rental vehicles. 

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.

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

• Brand: BMW only
• Year: No Restriction Provided
• Vehicle Mileage: No Restriction Provided
• Total Duration: 54min or more
• Travel Distance for Pickup: Vehicle must be within 25 Miles from dealership for pickup

Additional Policy Information:

• Valets must be scheduled 24 hours out (ex. customer calls at 8am, next availability will be 8am the next day)
• Driver Departure Times: Refer to Xtime for availability
  (Arrival times could vary based on weather, location, traffic, etc.)

 Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older
• Valid Driver’s License
• Valid Major Credit Card (ⓘ) Not Accepted: Debit, pre-paid, or digital cards.
• 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.

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):

• Loaners not allowed for extended warranty. 
• Mileage: Vehicle must remain in Houston.
• Fuel: Loaner will be provided with full tank of gas and must be returned with full tank of gas or customer will be charged the amount it will required to fill the tank.
• Vehicle does not have toll tags but may still drive through EZ Tag lanes since dealership has accounts with the Toll Authority.

The BMW Flexible Mobility Program was a program that offered owners of electrical vehicles the complimentary use of conventionally fueled BMW vehicles for several days each calendar year.

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

Do Not Schedule; Must be booked/modified/canceled by Iginia Cordero (Mobile Assist Coordinator)

Currently, this location only offers Mobile Assist/Roadside for:

• Recalls
• Key programming
• Tire repairs
• Battery jump start
• Towing
• Light Maintenance