Bought a brand new 2015 X5 35ixDrive M Sport back in March with all the bells and whistles from this dealership. Within the first month the entire climate control system stopped working on the hottest day of the year (at the time) with my pregnant wife (who hates BMW because of a previously horrible experience) and my mother-in-law (kill me now) in the car. No AC, no cooled seats, midday on a Saturday in a brand new BMW and my wife about to lose it, and her mom giving me the stare of death, I know you guys are questioning the 5 Star rating. Here's where things looked up.
I called up Circle on a Saturday at 12pm with their service department closing at 3pm and me living at least 2hrs away in NYC. They took all my info over the phone and Tim in service agreed to have one of the vallets stay back to receive my vehicle. Now I'm expecting them to put me in a little 3 series as a loaner with no Nav that'll make the situation even worse, but no. That's not what happened at all!! They put in a brand new fully loaded X5 50ixDrive with everything my truck had in it and more (except the cooled seats, but who cares it's a 5.0!!!!)
My car was stuck in service for about 6 weeks while they sourced the part. BMW contacted me saying the part won't be in until July! At this point even I'm getting a bit heated because let's face it, it's a brand new production vehicle. Why wouldn't you have the parts available? Turned out because we had the ventilated seats, that made the part harder to source. So at this time, Robert, the service manager, took over everything and with the help of Tim and was able to have the part pulled from a vehicle in production to get us back on the road. Finally, about the beginning of May, I got the call that the vehicle was ready for pick up. I loved the 5.0 but I never really got a chance to enjoy my vehicle so I was excited to have it back.
In return for the inconvenience, Circle BMW offered me a few options. Trade the vehicle back in at full value and put me in another one, get a couple months payments credited, or give them a list of M Performance parts I was interested in that I would like to have put on the vehicle. Well of course me being a BMW enthusiast a went with the last option hoping I could get some carbon fiber on the vehicle. So I sent Robert a list of about 10 parts thinking I would be able to get maybe a diffuser and a front splitter tops out of the whole experience (because let's face it, BMW isn't giving you anything for free).
Well let me tell you guys that this is the first time I was glad to be wrong. Robert got me everything on that list and then some. My vehicle is fully covered in M Performance parts. He even got me the M Performace exhaust. I must say that Circle BMW's sales, service, and management team are the best in the business and all in sync. Everything I was told from the concierge all the way up to the GM were exactly the same throughout! Never once was I told anything other than what was done. They even delivered the car all the way back to the city for me. These guys are professional, courteous, and honest (who ever thought you would see the word honest while dealing with car people). You guys are the best I have recommended all my fellow BMW enthusiast to your dealership. You have earned my business for life. Thank you guys again for a wonderful car buying experience!!!
PS. I forgot my sunglasses in the loaner car and they had it overnighted to me. Thanks Dana!!
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