This was my first visit for service at Kelly, I have been going to the other BMW WANT dealer on the other side of town. (Good riddance). I needed an oil change and suspected my 2016 with 143k needed a front wheel bearing replaced. Zac was very good at listening to my concern, and indeed the wheel bearing was the issue creating a humming noise. Zac was good at keeping me informed and the work was completed on time and the checkout was quick. Kelly is my new place for service.

My BMW was overheating and making squealing noise. I was lied to and conned into paying $7000 to do everything except fix the overheating problem it was needing a water pump after they got the $7000 they told me what the problem was and then tried to deny that I didn’t already tell them that was the problem when found out I told them they act like it was my fault. I asked the man to fix certain things he refused unless I had something else fixed first that had nothing to do with the problem. My car ran when I got it there other than the battery being dead all that needed was a jump from sitting , it started up before I took it there. It’s worse now and they’re making me tow it out. The place is a complete scam and needs to be torn down. I’m sure someone will have a lawsuit on them soon.

Although vehicle was maintained as scheduled, the experience of working with Kelly BMW service advisor Matt's was strange, unpleasant and at times unprofessional. When we arrived on time to our first appointment for my X5 and approached his desk, he kept staring at his monitor, pretending not noticing us for good 2 minutes and eventually awkwardly directed us to customers' waiting area. The same happened when we came to drop off our loaner. This time he stood and looked at his colleague's computer while ignoring the presence of me right in front of him for good 5 minutes. I had to go ahead and find someone else walking by to assist us. Another one and the most frustrating experience was when he negatively responded to my request to address software upgrade issue by declaring that my CPO coverage has expired about a week ago and now has to be paid for. I reminded him that I requested to assist me with that during my coverage period as well and he ignored and provided excuse that all X5s of that year have that issue and they won't be able to help. Maybe it was just my experience with Matt but he was extremely arrogant defensive and unwilling to help.

Very poor service. Dezaire is plain old rude and does not provide the right information. She said she had what I needed. I started negotiating and she did not like that. After I drove there she basically said I don’t have the car and I don’t want you to drive another car! Extremely rude! Will never go back again. Stay away.

Just bought my first BMW. Had the best experience with Dezirae Burns. She was able to provide multiple options to meet my needs. I highly recommend Kelly BMW and Dezirae!

With current high demand their policy is not deal with anyone who isn't standing in their facility. I offered a $5,000 non refundable deposit and the balance in two days. Their counter was call them just before close, take the red eye, arrive at 8 am the next day, and MAYBE the car would still be availble. VERY short sighted. People will remember being treated so poorly.