Reason for Visit: Service
I recommend this dealer: No
My Review of Westchester BMW:
My husband & I have been BMW owners for decades: this dealership is damaging the BMW reputation for excellence. At first the service reps seemed pleasant, but after dealing with them for over a year: the service department is a joke! For ex: brought our BMW in for what should have been a simple repair & had to bring it back multiple times. After twisting his arm, the rep finally admitted that the work had never been done in the first place. Rather than apologize for the shoddy service, the rep began arguing with me. I had to make the rep physically "feel" the area in question before he would admit that the problem had not been fixed. Then after leaving the car for another lengthy time, W. BMW said it was fixed - again, it wasn't. We began to feel that W. BMW service staff, besides being unprofessional, were playing games to waste our time & further damage our car (water damage was involved.) Our car managed to come back to us with dings & scratches at an alarming rate. (Unfortunately, I was preoccupied with the lack of repair on the other issue that I wasn't watching closely when picking up.) Dings & scratches that the service rep was eager to point out as reasons why we should spend more money to have them fixed. We are extremely disappointed - worse than the terrible quality of the repairs by the service technicians is the attitude on the part of the service manager & his reps. There was no acknowledgment of the inconvenience of having to arrange my schedule multiple times due to their failure to repair & for having to be combative to get the rep to acknowledge the situation. No acknowledgment that meanwhile our car was exposed to more & more damage as the repair went unfixed. When I requested assignment to a different rep, the manager was not at all apologetic. Arrogant, condescending, lack of respect & acknowledgement - this dealership lacks basic customer service skills. When I asked the manager if there was someone, such as a foreman, who checks that repairs are completed satisfactorily before calling customers to pick up their cars, the manager was beligerent & said merely that the technician is responsible for his work. I asked, what about the multiple times that I came in to pick up and the work was not done at all? How did a car leave the service area with no one checking whether the work was done, let alone whether it was done well? The manager snapped & said (after all of my visits & lack of repair) NOW he would call the foreman & make him responsible to check that the repairs were done. Then I discussed bringing the car in one more time, the manager suddenly said that no loaner car was available for the repair & that I would have to use a car from Enterprise!!? When I asked him when a loaner would be available, it sounded like he was making up a date off the top of his head. Again, arrogance & games. If you call them on their horrible service, they play power games on you. Why does anyone need that kind of treatment? If you want to mess with someone's BMW, with their respect for the company, waste enormous amounts of their time, decrease the value of their car, & expose them to disrespectful incompetents then send them here. We are asking ourselves: BMW allows such service, why buy a BMW?
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