Reason for Visit: Sales (Used)
I recommend this dealer: No
Employee(s) Dealt With: Sales Manager/Service Dept.
My Review of Otto's BMW of West Chester:
I purchased a used 3-series from Otto's that came with a 90-day dealer warranty. Before I purchased the car, I specifically asked if any problems could be fixed at a dealership in NJ or if the car needed to be returned to Otto's for repair. (This was rather important given that Otto's was located nearly 50 miles away from where I lived.) "Rest assured," I was told "you may ABSOLUTELY take the car to your "local" dealer since we have a "working relationship" with them whereby we fix their cars and they fix ours.
Well, sure enough two weeks after I purchased the car, it wouldn't start. I called the dealership and after some discussion and statements about how "they couldn't understand how this possibly could have happened since they had gone over the car with a fine tooth comb," one of the service guys asked me to try putting the car in gear and then returning in to park and then try and restart the car. Sure enough, it worked and the car started. Next, the sales manager gets on the phone, and I remind him of our conversation about my taking the car to my local dealer. He then feeds me this line about them "wanted to stand behind what they sold me, and although it was extremely inconvenient for me to bring the car to West Chester, would I nonetheless do so to allow them to personally address the problem." Well, I fell for it and took the car back to Otto's - i.e., 100 miles roundtrip. Before I did this though, I made sure to impress upon them that returning to them for service was a huge pain.
Now here's the best part. I show up for service, having had to use a vacation day, only to be told that "it was exactly what they expected" - i.e., some sort of bushing needed to be replaced. The only problem was that they didn't have the part in stock, so I'd need to come back again. Once again, I reminded the sales manager of our conversation and asked if the part could be shipped to my local dealer and installed by them so that I wouldn't need to make the 100 mile roundtrip journey back to Otto's. Sure enough, once again I got the "we'd really appreciate it if you brought your car back to us . . ." line. This time, however, I insisted.
To make a long story, short. The sales manager then starts telling me that I must have been confused and that the warranty that they extended was only good at Otto's, and that regardless of the inconvenience, if I wanted the car fixed, I would need to return to their service department, which I ended up doing on two additional occasions. One the first, they apologized for "ordering the wrong part," and on the second, they made me wait nearly three hours (despite having an "appointment) before I said "enough was enough" and left without the car being repaired, which was eventually done at my local BMW dealer and paid for by Otto's only AFTER I hired an attorney.
In short, these guys lied through their teeth during every phase of my dealings with them. They're typical car dealer "scum". Take my advice, seriously consider a Lexus, and if you definitely want a BMW (and I'm about to buy another 5-series), find another dealer.
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