Our experience with BMW of Lynnwood was extremely - jennywendy
Our experience with BMW of Lynnwood was extremely disappointing and unnecessarily stressful. What should have been a straightforward luxury purchase turned into a months-long ordeal lasting from October 2025 through January 2026.
Our “new” vehicle was delivered with multiple undisclosed scratches across the body, scratched rims, and a dent. While the dealership ultimately agreed to a buyback, everything that followed was chaotic, poorly managed, and exhausting.
The replacement process was riddled with delays, constant rescheduling, and breakdowns in communication. We lost significant incentives due to order delays, spent over five hours at pickup because of last-minute changes and lack of coordination, and were given incorrect information about BMW incentives, including being told the military incentive could not be honored. BMW corporate later confirmed in writing that this information was wrong. Correcting this required repeated follow-ups, unanswered emails, and unnecessary stress just to receive partial reimbursement.
Justin Shaw was knowledgeable about the brand and vehicles themselves, but once the sale was effectively locked in, customer service dropped off sharply. Communication became inconsistent or nonexistent due to him being “busy,” repeatedly left us to assist other customers for long periods of time without a word, incorrect information was provided regarding incentives, and there was little accountability for repeated lateness and scheduling issues. We were left to chase answers and fixes far more than any customer should, especially at this price point.
This experience was far more stressful than it ever should have been, and frankly, I would have rather paid more money and gone to a more established dealership to receive competent communication, accurate information, and basic accountability. A luxury brand should not require this level of follow-up, escalation, and emotional energy from its customers.
I hope management takes this feedback seriously, because this was not a one-off inconvenience, it was a prolonged, avoidable failure in customer care.
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