BMW of Westlake - Service Center

Outstanding . customer service. Explained what the issues were for repairs and kept me informed. Had a comparable loaner to use while repairs were being made. customer service. Explained what the issues were for repairs and kept me informed. Had a comparable loaner to use while repairs were being made. More

Service requirements are communicated without asking and are completed quickly. The Sales team are good at what they do. are completed quickly. The Sales team are good at what they do. More

The staff was professional and friendly. Matt was top tier. The dealership was clean. The service was done in an efficient and timely manner. I will be back. Matt was top tier. The dealership was clean. The service was done in an efficient and timely manner. I will be back. More

We have all 3 of our BMW's serviced at this dealership and have never had any issues with them. John Cordell is always excellent to work with. All of the staff we have work with has been very profession and have never had any issues with them. John Cordell is always excellent to work with. All of the staff we have work with has been very professional and courteous. My only suggestion is to have more loaner cars. They are only available if you can schedule your appointment weeks ahead. More

Wonderful experience! and Cory was the best to work with, very courteous and professional. Highly recommend this dealership! Staci and Cory was the best to work with, very courteous and professional. Highly recommend this dealership! Staci More

The Westlake BMW service team is courteous, helpful and efficient. They did a great job with my front windshield replacement. I was not aware that a windshield could be replaced by non OEM window. Thanks f efficient. They did a great job with my front windshield replacement. I was not aware that a windshield could be replaced by non OEM window. Thanks for the educational tip. More

BMW of Westlake is very clean the atmosphere was welcoming and the staff was polite and the service was excellent. They let me know step by step what they were doing and what I needed for my vehicle welcoming and the staff was polite and the service was excellent. They let me know step by step what they were doing and what I needed for my vehicle. More

Excellent service . Very professional . Explained in detail everything . I will try to go there instead of my local BMW service center at solon Very professional . Explained in detail everything . I will try to go there instead of my local BMW service center at solon More

For the past 16 years, I have taken my M cars exclusively to BMW of Westlake (Middleburg BMW prior to the opening of Westlake). After several incidents where my car was mistreated or improperly serviced, I w to BMW of Westlake (Middleburg BMW prior to the opening of Westlake). After several incidents where my car was mistreated or improperly serviced, I wrote a polite letter to the General Manager (Mr Moon) to inform him of what happened and provided my phone number and email address. Unfortunately he never responded, so I had no choice but to start talking my cars to a dealership on the far east side (45 minute drive each way). It's genuinely disappointing because I have been a customer there for so long, and there are several solid guys there that I consider friends. To keep this review brief, I will only mention 2 of the worst incidents. First - While underneath my M3 last year, I noticed one of the two oil drain plugs had a stripped head. There was a note written on the shield next to the stripped plug which said "Need to replace, part ordered 11/4/17". (See attached photo). That meant for the past 6 years, every time I brought my car to BMW Westlake for an oil change (at a cost of $150 each), they only drained one side of the oil pan. I pointed this out to my service advisor, and he said it was "probably fine as long as one side was drained". I asked for the stripped plug to be replaced nonetheless. Unfortunately they ended up adding too much oil after replacing the plug - which I didn't know until the oil overfill warning light came on the next day. (In case you don't know, adding too much oil can cause irreparable damage to an engine). This was a car that was in immaculate condition with only 29k miles and garaged every winter. The second incident involved our M5 which only had 1,700 miles on it. A few weeks after buying the car, I scraped a curb pretty badly -- totally my fault. I brought it to BMW of Westlake and they said it was just cosmetic "curb rash" and it could easily be fixed. When the repair was done, I went to pick up the car and was shocked to see large sections of the wheels & spokes that were not damaged before were now dull & rough, as though they had been sanded or sprayed with primer. There was also over-spray on the inner rim (see attached photo). I showed it to my service advisor, and he said their wheel repairman did the repair quicker than normal because he was in a hurry to leave for vacation that day. Then he suggested that I finish the repair myself with polishing compound from AutoZone. Stunned by that response, I showed the repair to my Westlake salesperson, who immediately said "That's not right" and apologized repeatedly (obviously not his fault). Not wanting to trust the same repairman a second time, I took the car to a reputable wheel repair shop (Quest Rim in Brook Park) and they confirmed the repair had been "totally botched" and "no way you can fix that yourself". They also pointed out spots of black paint on the fender & hood of my car and said the Westlake BMW technician didn't even take the wheel off the car when he did the repair. Again, I was completely stunned that my dealership would treat my new car this way. I know these stories sound too egregious to be true. Unfortunately they are. There were other incidents that I won't list here, but I have photos and records to document it all. To be perfectly honest, I don't like writing negative reviews, and there are several people at this dealership that are good people. But take a moment to put yourself in my position. Imagine emptying your savings account to purchase your dream car, a car you've wanted for years, and then finding out it was treated so badly. It's heartbreaking. My only hope is that writing this review will prevent similar things from happening to other people. More