Almost 15 days of excuses, lies, and zero accountability Dropped my car off July 2nd for a broken A/C and you would think a premium dealership would be able to diagnose and fix something like that in a timely manner but nope. By July 3, they ran a vacuum, dye, and UV test and still could not find the leak. they "refilled" it and admitted refrigerant was already low again, meaning it was leaking somewhere. Then I was told they were down technicians and could not do any more work that day mind you this was at 1pm they quit on the vehicle for the day. Fast forward to July 8th, 5 days later, they finally figured out it was the compressor. If they hadn't been lazy and quit on the vehicle maybe they would have found that out sooner. Took 6 days just to figure out what the issue was. I was told parts were coming July 9th and that they'd do "their best" to finish it that day. Shocker parts did not arrive. July 10th? Nothing. July 11th? still nothing. Finally, parts landed 7/16/25 and the car was finished today.. 15 days later. No updates unless I hounded them. No loaner. No offer to get me into a rental car until almost a week later. Not a single ounce of accountability and no real apology. And the best part Nate, the service rep acted like I was the issue the entire time, sarcastic, lazy, and unwilling to get me updates every time I texted, called. When I picked up my vehicle he looked like he could not wait to get me out of the door. No real greeting, no sorry for the delay, just terrible customer service and thanks to that I will never return here unless something changes. This place needs a serious reset. If BMW corporate or the owners of the dealership could see how their customers are being treated and saw the lack of communication, they would be embarrassed. Unless management steps in and retrains their staff (which it did not seem like they cared about the situation) I will never step foot in that dealership ever again.

I’m giving one star again because this situation is frustrating they be canceling the appointment for my wife 2022 bmw x4 and rescheduling again for 3 more weeks I’m already waiting one month to get the car fix they said they no have loaner car available they give me a day for the loaner and then after 3 weeks waiting they cancel and re schedule to this month and I’m talk to the secretary and explain that car have safety issues so anything happens to my wife driving that car the dealer be responsible i hope in the future service department be better and more efficient responsible for all the customers thank you have nice day

I was actively engaged in purchasing; I called the day before and left a message for the Salesperson in the early morning, and I also contacted the General Manager in the afternoon, but no one got back to me. Finally, I received a call from the salesperson the next day who answered my questions, and I said OK, what are the next steps I am interested in purchasing? I gave them my trade-in information, and they called the bank for a payoff and said they would e-mail the numbers. A few hours later, I inquired about the final numbers and was told that someone was there actively pursuing the same car, and the numbers had not been put together yet. And they will let me know once they leave. Is this how this dealer treats potential new customers? Funny, when I went to a test drive, they asked me how they could earn my business. That's not the way to do it. Stay far, far away from this one! No respect!

I had a great experience at BMW of West Springfield! The staff was welcoming, knowledgeable, and made the car-buying process seamless. I felt valued, never rushed, and all my questions were answered. HIGHLY recommend for anyone looking for a BMW! I didn’t see it before, but they just finished a remodel, and it’s easily the nicest, most modern BMW dealership I’ve been to. Special thank you to Jerome, Gezim, and Bryce!

I’m given the dealer one star again to the area of service department what horrible service I’m make appointment for 1 pm I’m bring my car for small problem they are going to cancel my appointment after few minutes arguments they told me I have to wait 3 hours I’m very disappointed because I’m spend almost 80.000 dollar an 2car for my wife and my daughter I’m very disappointed i hope that department do something better

Bad customer service and the services area bad experience for my wife I’m make appointment for 1pm hours past 2.30 nothing happens my wife get frustrated and left never get the service