BMW of Freeport - Service Center

BEWARE -- there is absolutely no professionalism at all from their service department to their sales managers. I have been nothing short of totured by the constant serviced needed on my vehicle. The issu from their service department to their sales managers. I have been nothing short of totured by the constant serviced needed on my vehicle. The issue recently reached a fever pitch in June 2013 when driving home from my service department I noticed that an employee had revised my personal email address to "f**** b****@aol.com. Astonished and completely insulted i contacted the General Manager as well as my sales rep. only to ask for my email address to be put back from the vile one i was assigned by their employee. Cut to Monday August 2013 & my attempt to make a service appt. only to be told by their appt taker that she would send me a confirm email for my appt to ....... the same email address I had begged for them to change back. Seriously 3 months later and the General Manager Mr. Messner couldn't even ensure that this insult would be revised and put back to my original email address. It is a sad company that does not care about theirs customers once they have your signature on a contract. I have been offered nothing - I have been barely given an explanation as to why it was left on my account after I made them aware in June. The rude staff then tried to chastise me for being angry ... not sure who HASSEL is kidding but if they continue to operate as they have .... I don't foresee many of the bad eggs being emplyed there being very successful. How would you feel if your daughter, your wife your mother was being called a f***b**ch by a reputable BMW dealership. Think long and hard before purchasing anything from them. You never know you, you child or your spouse may be next! Ohh & Hassel if you are reading this ... I gave you the opportunity (almost 3 months worth) to rectify and prove that I was a valued customer ..... you didn't do so ...nor did you even attempt to do so ....... PATHETIC! More

Own the car for aprox one year (Mini Cooper). I Drive aprox 150 miles per day to and from 2 jobs. Clutch blew on a pkwy also causing damage to the "FlyWheel". Car has aprox 28,000 miles and is warrantee aprox 150 miles per day to and from 2 jobs. Clutch blew on a pkwy also causing damage to the "FlyWheel". Car has aprox 28,000 miles and is warranteed to 36,000 miles. Warranty is not being honored and cost of reparis is deferred to me, the owner. Management was rude---"Do whatever you want, I don't care, and we want our car back today(loaner car)...or we can go get the car....manager invited me to come to the dealership to view for myself the degree of damage to the clutch and flywheel (what would I be looking at?). Invariably the manager hung up abruptly/short. J. Medlin (service Rep) would not pick up the phone until more than than twelve calls went unanswered, no return calls for messages left, said the clutch was under warranty and hours later retracted (via a phone call)explaining he had to talk with me relating to the mechanical issues of the vehicle and that it may not be covered given determination of "abuse/excessive wear and tear",and who is to blame for the mechanical issue. At one point Mr. Medlin exclaimed (judgementally, that once torn down for inspection, he would find out and be able to tell. His tone was accusatory and insulting. More

Took our 2012 mini in for an inspection .service writer scanned the key F.O.B. and noted that there was a back up lamp out.. I mentioned that there was oil sweat around the oil fill cap which was on tight scanned the key F.O.B. and noted that there was a back up lamp out.. I mentioned that there was oil sweat around the oil fill cap which was on tight and asked if they would check it out. They in formed us that they needed to order the part and kept the car over night. My wife called the next day in the a.m. To check on the car and was informed that the part would arrive by 3:00 pm and that they would call when the car was ready.she also mentioned that she needed the car as soon as possible because she had a doctors appointment and they assured her that they would call when the car was ready. My wife ended up walking home from work, and canceling her appointment. They never called . I called the dealership around 3:00 and was informed that the part was in and that they would call my wife when the car could be picked up.i called my wife at 5:00 to see if she heard from hassel and she said she had not.I called the dealer and waited in hold 23 min and 39 seconds . finally i hung up and called again .i waited another 5 minutes to talk to my service adviser,who informed me that my part was in the parts room which was now closed. if i hadent called they never would have called and the car would have been there a 3rd day. It takes forever to get someone on the phone and no one ever calls back. I waited 30 minutes to talk to my service advisor upon pick up at 6:20(as if he were a heart surgeon) before I could pick up my wife's car then another 10 minutes for the valet to move the cars around to get to my car. Their service facility is located on a dead end street clogged with cars and tow trucks and delivery vehicles attempting to turn around while other patrons double park. This is my second mini from hassel. It will be my last Steve in sales is an absolute pleasure to deal with . It ends there. We asked when we dropped off the car a loaner car but were told that there is a two week advance booking required.maybe if I had a 7 series Beemer with M.D. plates my experience would have been different Avoid this place at all cost I won't even be going back for the free scheduled service ill drive 40 minutes and give Haberstead mini a visit. I waisted that much time waiting to talk to my advisor just to get my car outta there . You've been warned More

Hassel is nothing but a hassle. attempted to call the dealer for a service. after ringing for 3 mins someone picked up and put me on hold for another 3 mins. then transfered the call to some other locati dealer for a service. after ringing for 3 mins someone picked up and put me on hold for another 3 mins. then transfered the call to some other location and then disconnected. tired to schedule an appointment online, no luck there. it said to call the no. if you need a loaner car. will attempt again later today. More

I had a sticking roof since the end of last summer, I completely forgot about it over the winter and it reared it ugly head this spring. The week before Memorial Day my roof started clicking funny when I completely forgot about it over the winter and it reared it ugly head this spring. The week before Memorial Day my roof started clicking funny when I was operating it. The weather had been good that week so I left it open rather than having to fight it when trying to open it. That Wednesday evening I tried to close it and thats when it partially closed on the left side and that was it, locked and broken in place. I took my R56 S into Hassel for the broken roof, they are in the next town over from me. I went in as an emergency appt. on Thursday as the service advisor had suggested. They could not get the roof to close let alone fix it that day so I was scheduled for the next Monday, luckily I have a garage as things have been rainy in NY the last 30-45 days. Any how I brought the car back to Hassel as asked, no loaner as they want you to make a loaner appt. 3-4 weeks ahead. The reason I mention the no loaner is that the car is my primary and I was without a car for almost 2 days. I was called that the car was ready on Tuesday afternoon and picked it up that evening. After turning out of the dealership it was obvious the tech did not do the new roof install properly. There we screws on the floor, which the advisors assured me were extras, yeah right! And my tint was gone since it was a completely new roof and they didn't even bother to mention this. I called them the next day to let them know and see if I could come in right away. I was told they could not fit me in so I just scheduled an appt. for 3 weeks later, with loaner, and figured I'd have the general yearly maintenance done at that time too. I also find out that afternoon that the blue tooth mic was never plugged back in during the completion of the repair, oh yeah and the plastic front of my tach glass was scratched which I only noticed at weird lighting angles. I get the survey from BMW/MINI and I tell them how it happened. The advisors were cordial and friendly, the tech did not complete the job properly and failed to do a test drive to check his work or the items he removed during the work. I then get a follow up from Hassel's General Manager of Operations, Robert Portesy, wanting to know what had happened. So I told him the same. The day before my next appt., around 10AM, I get the automated call to make sure I was still in for the appt. At 5:30 PM that same day I get a call from someone at Hassel telling me my appt. is cancelled and they will not work on my car. WOW! That's a first for me! I called them back the next day to try and speak to Mr. Portesy to find out what was going on but he would not take my call nor return my call. I then called MINI customer service but they were of no help as they said they could not do anything to help me and that the dealers were not an area they can control. Again news to me. A few days later I call Habberstad to setup an appt. I was able to get one for a week later and it included a loaner. I worked with Jackie at Habberstad and she was great, super friendly asked all the right questions including had I been troubled by the cold start clatter. I also had to have the tip re-call done, general maintenance and of course the roof rattling. I also go the loaner :-) Jackie called me late that afternoon about my tire pressure to make sure I wanted it as high as I had it. Talk about being customer oriented! Anyhow the car was ready the next afternoon and they had fixed the roof, I'll get back to that in a minute. I also got the new timing assembly, chain tensioners, guides and sprockets. They did an oil change, new front brakes, general diagnostic (all clean) and a new cabin filter. As far as the roof went the tech said whoever did the work not only failed to install all the screws but the also left the seatbelt mechanism and the side curtain airbag loose. Talk about potential safety issues! So the tech buttoned everything up like it was all nice and new again :-) Moral of the story, steer clear of Hassel as they are a HASSLE! I found out they are owned by Group One, a dealer conglomerate that only cares about numbers and not its customers. Kudos to the team over at Habberstad from Jackie to the Techs as they really know how to treat customers. It finally looks like someone actually cares about MINI owners since MINI doesn't! More

I was in for a repair on the defective moon roof of the 2007 Cooper S I lease. I picked up the car and noticed within a few blocks of the dealership that the roof had not been installed properly as it was 2007 Cooper S I lease. I picked up the car and noticed within a few blocks of the dealership that the roof had not been installed properly as it was rattling when I drove over bumps. The next day I also realized that the technician also failed to replace the electrical connector for the microphone for the blue tooth package and now I could not participate in hands-free phone calls due to the microphone not working. I also noticed about a week later that the technician also scratched the clear plastic face of the tachometer in front of the steering wheel. I scheduled another appointment as they refused to take it back right away. So I scheduled the appointment for about a month later, to include a loaner for my convenience. I was called at 5:40 PM the night before the appointment by Hassel to say they were refusing to repair the damage they had caused. The next nearest dealer is 25+ miles away one way and I'd have to wait another month to be able to get a loaner. Stay away from Hassel as they are nothing but a HASSLE! Check out my Blog: http://bmwminirthepits.blogspot.com/ More

I would not recommend the Hassel Service Department to my worst enemy. Jason Barach was rude and did not give any service at all. The Service Manager Jon Choe still has not returned any of my phone calls ( worst enemy. Jason Barach was rude and did not give any service at all. The Service Manager Jon Choe still has not returned any of my phone calls (4 days) and the Warranty Advisor (who did not introduce himself to me) was also rude. The minute Jason realized I woould only use the service department for warranty related issues (and would not line his pockets with commissions) he was disrespectful and demeaning. I am currently working with Mini USA to find resolution to my warranty issue. Since the dealership was sold by the Dell'Aquila family, the entire dealership has gone down the drain. It should go out of business. More

I was railroaded by this dealership from the start. They couldn't find the problem with my car and they tried to say it was parts I put in. They forced me to take parts out of the car, which in my opinion i couldn't find the problem with my car and they tried to say it was parts I put in. They forced me to take parts out of the car, which in my opinion is against Federal Law (Magnussen Moss Act) but they don't care because the New York DMV doesn't care about this federal Law. Hassel also made me pay for diagnosis which they quickly refunded after 30+ days because they know DMV will not do anything to them if they refund any moneys spent by the customer. No loaner either! MINI was no help either, last BMW/MINI product I ever buy! On a side note the sales manager Joe B is fantastic and if my blog doesn't stop you from buying a MINI then see him. Avoid their service operation like the plague. This link will explain everything: http://bmwminirthepits.blogspot.com/ Added - The link will not work because I was threatened by Group Ones lawyers (Group One owns Hassel) in Boston (McCarter & English - Attorney Scott Silverman) and I had to remove the blog. I'm sure someone saved it and it'll show up somewhere on the web again. Mr Silverman of McCarter & English doesn't agree with my First Amendment rights guaranteed by the Constitution! If Group One insists on pushing the envelope with their threats I will have my wife file a Federal Suit against BMW and Group One (Hassel) will be named as co-defendant. Your move! More

Jason Barach gave superior customer care when I came in to the service center with my Mini Cooper. He was attentive and gave updates on the phone both before and after the work was completed on my car. A to the service center with my Mini Cooper. He was attentive and gave updates on the phone both before and after the work was completed on my car. A courtesy car was provided to give me a local ride so that I did not have to wait at the dealership for my car to be repaired. Jason made the experience at the service center a pleasure. More