BMW of Norwood

I brought my 2008 328xi in for service on October 22. The service light was on. The diagnostic system revealed a need for a brake fluid change, a multi-point check and new rear brakes. The first two items we service light was on. The diagnostic system revealed a need for a brake fluid change, a multi-point check and new rear brakes. The first two items were estimated to cost about $400 and the latter about $750. I inquired about the seemingly high cost for the brakes. The response wwas that included pads and rotors. If I had not asked several other questions I would not have found out that the system read that brakes were needed in 4,000 miles and that the rotors may not be necessary. I said hold off on the brakes, call me and I'll decide based on the facts. After leaving, I called my local mechanic who, not surprisingly quoted $450 for the brakes using OEM parts. I was then called by the dealer and was told that the car didnt require new rotors but the pads were going to be $450. I declined because of the huge difference. Note that the BMW labor rate is about $130, slightly less than what many doctors earn. When I returned to pay the bill I was enraged. Why? Hidden at the bottom of the five page invoice was a $25.00 fee for disposal (1 liter of brake fluid). This fee had not been divulged to me during the intake process. BTW, that process is handled in a very deliberate way; all of the potential needs and costs are discussed in great detail. Why was the $25.00 fee not divulged? Hmmmm. I asked the cashier about this. I didnt get a cogent answer. I paid and then returned to the service advisor. She explained that the BMW Gallery had to dispose of the chemicals and there was a cost. There was an inference of ecological ramifications (no doubt meant to instill guilt and facilitate my concession). I noted that this was not divulged in advance when I signed the order. The response was that with inclusion of this fee, the total bill was within the range specified when I signed off on the form. I maintained my composure when I pointed out that the fee was known by them in advance and that the nondisclosure practice was deceitful and tantamount to fraud. The advisor arranged to have the money credited back to my AMEX card. When I got home I noted that the valve cover on my front left tire was missing. Apparently, when the $150 vehicle inspection was performed the technician did not replace the valve cover. My understanding is that the tire pressure monitoring system in the car does not function without a proper valve cover installed. So, I spent $150 to have a safety and operation check and was sent home with a vehicle that was made unsafe by the dealer. As an aside, I have been a long term customer. I leased three cars ($125,000 of sticker) from this dealer in 2008 (this 328 and two X3's). I bought a 1996 740il ($75,000) and a 1989 325 ($25,000.) I sent the dealer a message through their website and received no response. I guess I'll have to drive back there to get my valve cover...doesnt seem right, does it? I told them that I would be posting here and that I will be contacting BMW North America this week. The practice of charging such a fee is egregious and inexcusable. They are obviously thinking that the people who shop there are immune to a mere $25.00 add on to save the planet. I wonder if I should continue using BMW Gallery of Norwood for my service needs. More

Service was very helpful. She was knowledgable and the best advisor that I have had in the last few years of owning a BMW. She surpassed my Lexus experience and looking forward to dealing with her again o best advisor that I have had in the last few years of owning a BMW. She surpassed my Lexus experience and looking forward to dealing with her again on my next service. More

After telling me she could easily service my vehicle, it was an emergency situation and making me come all the way down to the dealership...This was the service rep's (Teresa's) response to me telling her I was an emergency situation and making me come all the way down to the dealership...This was the service rep's (Teresa's) response to me telling her I had spoken with her not more than an hour ago....."honey, you must be confused and misunderstanding something that was said". I reckon I'm just another confused and incompetent female in the world. Shhh...don't tell the bank that employs me to manage one of their $20 billion portfolios...they are under the impression that I am competent and can count past 100, and capable of understanding complete sentences such as "sure no problem, you can come in now, we can handle that right away". I purchased my vehicle at this dealership and have always been impressed with the professionalism and customer service that I have enjoyed. I will continue to patronize this business, I will just request another rep in the future. More

With regard to the ratings I've given, it was without hesitation to say that my experience on 9/14/11 left nothing to be desired; in other words, it couldn't have been better. My request for service wa hesitation to say that my experience on 9/14/11 left nothing to be desired; in other words, it couldn't have been better. My request for service was on very short notice, however the way I was treated all-around made it seem like Jason and Steve had weeks to prepare for my visit. Everything was completed exactly as expected, which really made a difference to me since it was a priority of mine to have this service done today and how essential it is to have trusted advisors when it comes to my BMW. I look forward to continue working with Steve and Jason - a resource I can truly rely on and have confidence that I'm getting the best there is. More

I had a problem with my check engine lite on my m3.the service manger Charlie Antonio and the service writer Matt baker walked me thru the procedure that was needed to remove the check engine lite.every s service manger Charlie Antonio and the service writer Matt baker walked me thru the procedure that was needed to remove the check engine lite.every step of the way was explained to me.Charlie called me personally several times to make sure I fully understood was going to happen to fix my car.to make a long story short Charlie,Matt and the team of technicians promised and delivered what they promised.once I had driven 100 miles I was able to get an inspection sticker just as I was assured by the great team at the BMW gallows service dept.I would just like to say thank you very much,what a awesome team of employees. More

Dealership is professional and accommodating all around. Scot Cafferty (our salesperson) was wonderful and tried to make us happy in every way. Service is excellent. They go to any lengths to make the custo Scot Cafferty (our salesperson) was wonderful and tried to make us happy in every way. Service is excellent. They go to any lengths to make the customer feel 100% More

They found me the EXACT car I was looking for with low mileage, all of the options (and then some) that I wanted, and a terrific warranty program. Tom was nothing short of fantastic to work with and I wou mileage, all of the options (and then some) that I wanted, and a terrific warranty program. Tom was nothing short of fantastic to work with and I would HIGHLY recommend him to anyone. Ironically, I bought my first BMW back in 2001 from this dealership. I am thrilled to be working with them again after recently relocating to this area. And specifically working with Tom - I'm sure the entire sales team is fantastic to work with - but Tom really went above and beyond - even allowing me to keep the car (2004 BMW X3) for an additional weekend as I had a road trip to the white mountains planned. My only recommendation - and it's not to the dealership - is BMW has stopped making this car - the ONLY car I can or will drive - in a manual transmission for the 2011 model. This is a huge bummer -- BMWs are just not the same if they are automatic -- for the true driving enthusiast, we much prefer manual transmission. More

Over 10 years of great experiences with BMW Gallery Norwood. I didn't buy my car from them initially because I moved from out of town but they never treated me like a second class citizen as they did Norwood. I didn't buy my car from them initially because I moved from out of town but they never treated me like a second class citizen as they did at Herb Chamber who is 3 miles from my house. Instead I choose to drive 26 miles to BMW Gallery and am always taken care of by Dan and Charlie, when it came time to pick up a new M3 I didn't think twice about purchasing from BMW Gallery because of the service I've received over the years. More

Peter did a great job. I would recommend him to anyone interested. BMW sells itself, but Peter showed me all the electronics and functions of every button. interested. BMW sells itself, but Peter showed me all the electronics and functions of every button. More

Bought a certified pre-owned 530xi - great experience - great car - really worked hard to satisfy my requirement - pleasure to work with the salesguy - got the monthly payment lower than I expected. great car - really worked hard to satisfy my requirement - pleasure to work with the salesguy - got the monthly payment lower than I expected. More