BMW of Stratham

2016 X3 Service Eperience In early December I called BMW Stratham NH service with questions about new tires and wheel alignment and was told someone would get back to me that d In early December I called BMW Stratham NH service with questions about new tires and wheel alignment and was told someone would get back to me that day. No one did. A few days later I called again with the same questions and was told the same thing with the same results. My third call about a week after that was answered by a person who could answer my questions and I booked a service. BMW Stratham installed 2 new tires and did a wheel alignment which was estimated to take 3-4 hours in 5 hours and 45 minutes. Note that I only purchased the wheel alignment as preventative maintenance and that I was not experiencing any handling problems or unusual tire wear indicating a need for it. When the service was completed I was disappointed to receive my car with the wheels still dirty with the lubricant used to remove the wheels from the rims but did not make an issue of it. Driving home after the service I noticed handling issues which I attributed to it being a windy blustery day with mixed light rain and snow. A couple of days later on my first highway drive in calm clear weather I realized the handling was much worse than I initially thought and outright dangerous at high speed. The car wallowed and over steered significantly. After pulling over to check for tire I called BMW Stratham explaining the car was unsafe at highway speed and headed directly there. Note I live 45 miles away and missed a business appointment that afternoon to do this. When I called the person answering the phone said a service person would call me right back which again no one did. 30 minutes later I called again and was forwarded to a voice mail where I left a message which was also not returned. Upon arrival the service manager, Mark Wilkins, brought in a mechanic, Luke. After a test ride Luke agreed with my handling assessment and corrected the alignment issue in about 90 minutes (his work and demeanor was excellent). Luke stated that the right rear wheel camber adjustment nut had not been tightened correctly. A moving rear wheel explained the wallowing and over steer. The service manager, Mark Wilkins, promised an adjustment to my previous bill for a refund of the alignment to compensate for the incorrect alignment and my lost time involved (redo alignment and 90 mile drive). Interestingly while waiting for the alignment to be corrected I overheard a group of salesman talking with at least one complaining that they are waiting 3 months for commissions that have not been paid on sales and that ownership "does not care". Mark said to expect a refund check in the mail in a week or two. After a little over two and a half weeks I again called BMW Stratham service and spoke with a women explaining I had not received a refund and asked to speak with Mark. She stated he was with a customer at the moment and would call me back. I now sit here 4 days later writing this letter to you waiting for yet another promised call back that never occurred. I bought my new X3 from a salesman, Kurt, who was there for a very long time and has since left. The sales manager, Curtis, has also left. I traveled a considerable distance to have my car serviced at BMW Stratham out of a sense of loyalty and gratitude for the good deal and great treatment I received from Kurt and Curtis because that is what I said I would do. I erroneously believed I was entering into a relationship similar to the excellent one I have with Max BMW motorcycles of North Hampton NH were I purchased my BMW motorcycle and continue to be treated very well. Obviously I was wrong about that and will not be hesitant about sharing this experience with others. Since early December I have called BMW Stratham 6 times. I spoke with a person who could help me once, 4 promised call backs never happened, and 1 voice mail was not returned. I also emailed BMW Stratham 3 times. Mark Wikins twice and Leona once. They have responded to my emails 0 times. I've patiently waited 3 weeks for a 1-2 week check with no return call to my inquiry about it. I've spent a total of 9 hours and 15 minutes plus 180 miles driving for a 3-4 hour service (not counting my first service driving time, making phone calls and writing emails including this one). I have been ignored to frequently for it to be an aberration and will no longer tolerate being treated this way. My experience at BMW Stratham is an embarrassment to BMW corporate with BMW Stratham falling unimaginably and unacceptably short of it's advertised customer expectations. I suspect from the over heard conversation I mentioned that BMW Stratham's corporate owner is far removed from its employees and customers and my treatment is in large part a fault of theirs also. I will not be returning to BMW Stratham again and will certainly have this experience in mind when weighing which brand will be my next purchase. More

Stratham BMW General Manager did the right thing Mike Coco, the GM at Stratham BMW did the right thing and honored our original deal. I just went there and finalized everything and I am now very sat Mike Coco, the GM at Stratham BMW did the right thing and honored our original deal. I just went there and finalized everything and I am now very satisfied. More

Lack of attention to detail Took about 2 weeks for them to fix my heat and got charged more than quoted. They tried to bring the price down a bit though. After getting it bac Took about 2 weeks for them to fix my heat and got charged more than quoted. They tried to bring the price down a bit though. After getting it back the dash was dirty (they removed it), the cigarette lighter in the back stopped working (could be coincidence?), and the assembly around the emergency brake was not put back together. A week or so after, my horn started randomly going off, so I called them. No appointment for a few weeks, so they said they would have a service manager call me back. Got no call back. And they didn’t answer after my calling to check about 4 hours after (within their operating hours). I’ll try again tomorrow, but this isn’t acceptable to me. For a $2,600 fix, they should at least have a level of attention to detail to put my car back together right... or at least take some level of responsibility. More

Terrible sales department Do not buy a car from Stratham, especially from Scott Murbly. Once you are out the door with your new auto, he is not interested in assisting you. I h Do not buy a car from Stratham, especially from Scott Murbly. Once you are out the door with your new auto, he is not interested in assisting you. I had to bring my car back for Resistall treatment and was told by the service department that I had to have the salesperson make the appointment. I had to call three times, as he did not return my call after the first 2 messages. When I did finally speak with him, he said he would make an appointment, have a loaner car waiting for me at meet me at the predetermined time. When I arrived, Scott was not in the building, a loaner was not available, and an appointment had not been made . A service rep, named Pavel Czyz did assist and get the service done but we did have to wait. I am very unhappy with the sales department and will hereafter purchase my automobiles elsewhere. More

Awful Customer Service & Extremely Unprofessional Had the engine replaced on our 2013 X3 due to a botched oil change done by a independent garage. Their quote was 140.00 less than their competitors. O Had the engine replaced on our 2013 X3 due to a botched oil change done by a independent garage. Their quote was 140.00 less than their competitors. One would think that a major dealership would treat a new customer who is spending several thousands on one repair a little bit better. 1. Loaner provided upon receipt had a code on it. 2. Vehicle was returned dirty, not even vacuumed. 3. Vehicle had so little gas in it, we had to immediately find a gas station. It was delivered with almost a full tank. 4. Vehicle was returned damaged. My gas cover plate was missing. Only upon complaint was the cover replaced, and the gentleman who took our calls informed me how he went above and beyond. Got your coupon in the mail. Keep it. I have always owned high end vehicles. This was my first BMW, my husband bought it for me. This is going to be my last BMW experience probably if this is how they treat their customers. Sincerely, Jennifer Cheney More

Very Accomodating! BMW Stratham made my dream come true! Just picked up my 2019 X4 thanks to them. Frank Albert in Inventory/Sales and Mike Coco General Manager made i BMW Stratham made my dream come true! Just picked up my 2019 X4 thanks to them. Frank Albert in Inventory/Sales and Mike Coco General Manager made it happen! Would highly recommend them! More

Absolutely fabulous! Superior salesmanship! They all worked as a team and knew the minute I walked in the door, why I was there. I never had to wait to speak with my sales Superior salesmanship! They all worked as a team and knew the minute I walked in the door, why I was there. I never had to wait to speak with my salesman exclusively.They all wanted to help, no matter the reason, when they could have been helping someone who came in to purchase a vehicle. More

SALES DEPARTMENT BAIT AND SWITCH!!!!! DO NOT BUY A CAR HERE. THESE PEOPLE WILL WASTE YOUR TIME AND THEN TELL YOU THE CAR DOESN'T EXIST BUT HERE'S ANOTHER ONE YOU MIGHT LIKE!!!!! It all started 3 weeks ago whe THESE PEOPLE WILL WASTE YOUR TIME AND THEN TELL YOU THE CAR DOESN'T EXIST BUT HERE'S ANOTHER ONE YOU MIGHT LIKE!!!!! It all started 3 weeks ago when I reached out about a new BMW 230i. I was in contact with Steven Hazard who is one of the sales people there (seemed like a nice guy via E-mail but once we got on the phone he was disrespectful and all about getting your money). I had reached out via E-mail about getting a copy of the window sticker along with a price estimate. Steve didn't think I was serious about the car via E-mail and asked that I call him which I did. We talked for a few minutes and I could tell right off the bat that this guy is a high pressure salesman. Asking all the regular questions they ask in order to SCREW YOU (how much do you want to spend, how much are you putting down, are you going to finance? How long? Etc. Etc.) I didn't answer all of his questions and he got somewhat irritated but I chocked it up to him perhaps having a bad day. In the coming days I had mentioned working with other dealers and Steve was FORCEFUL in asking that I send him the prices I've been quoted by other dealers (like that's any of his business). Every time I asked about the window sticker he deflected and asked for a quote from one of the "other dealers" I was working with. Nothing else mattered to him at this point except to get his hands on other dealerships quotes which I don't fully understand. That went on for about a week before he casually mentioned that the vehicle was in fact NOT NEW but was a LOANER CAR AND HAD OVER 5,000 MILES ON IT. But yet, THEY ARE SELLING IT AS A NEW CAR WITH NOT ONE PIECE OF THAT INFORMATION MENTIONED IN THE ONLINE AD OR AFTER THE FIRST WEEK OF SPEAKING (which among other things is primarily a dishonest practice). I then asked Steve to send me the Carfax which I never ended up getting. I let a week or so go by and then reached out again about getting a quote. I reached out on a Saturday, he said he'd get me a quote on Sunday, never heard from him and then Monday he sent me an E-mail saying the car was not for sale but he had a brand new convertible he'd sell that was ($10,000 MORE THEN THE CAR WE WERE ORIGINALLY TALKING ABOUT)... BAIT AND SWITCH!!! What made me ultimately write this review was the fact that I asked him to call me and he explained in a non-apologetic way that the vehicle was added online by mistake and isn't for sale but at the end of the phone call when I said good bye I could hear him laughing on the other end (I was so done with the situation I didn't even bother asking him why the car was still listed on their website if it's supposedly not for sale... WOULD BE GREAT TO UNDERSTAND WHAT IS SO FUNNY ABOUT WASTING A CUSTOMERS TIME FOR OVER 2 WEEKS REGARDING A CAR THAT DOESN'T EXIST!!!! STAY FAR FAR AWAY FROM THIS DEALERSHIP IF YOU DON'T WANT A MIGRAINE!! More

Completely satisfied I was searching for a Ford F-150. This dealership had a late model and I traveled from Portland. I was greeted by salesman Jerold Hoche. I test drove I was searching for a Ford F-150. This dealership had a late model and I traveled from Portland. I was greeted by salesman Jerold Hoche. I test drove the truck - it had all original documents and I was more than pleased. I financed through the dealership and got an excellent rate and I drove away 4 hours later. I had a minor problem a few weeks later, and the dealership made good and repaired the issue to my complete satisfaction. I would recommend this dealership. I don't have the name of the Finance Manager, he was very professional and helped us. More

Amazing Service Very good service and price from Stratham BMW in this region. Steve and Rob definitely went out of their way to find me my car. Very good service and price from Stratham BMW in this region. Steve and Rob definitely went out of their way to find me my car. More