BMW of Stratham

Should have learned a lesson with first terrible service ex! Terrible & unprofessional service!! We are on our 5th BMW; our first 2 from BMW of Stratham, 2 others from Tulley’s BMW in Nashua, and now our 5th fro Terrible & unprofessional service!! We are on our 5th BMW; our first 2 from BMW of Stratham, 2 others from Tulley’s BMW in Nashua, and now our 5th from Stratham. We switched dealerships from Stratham to Tulley’s partly because we lived closer to Nashua and also because we had quite a few bad experiences with the service department back in the 90’s. So here we are with our 5th, a 2019 X3M40, purchased in Stratham in November 2018. We recently moved closer to Stratham but we also truly liked dealing with Scott Murby (we’ve known each other for 20+ years now.). He’s always gone out of his way for us and we trust him. He’s a nice guy. First day we picked up the X3, we saw that the inspection sticker had the wrong month & year on it. I called Scott and then had to call service. I left 2 messages with service and had to call back a third time to set this appointment up. We had to wait 3 hours for them to change the sticker. We noticed that the exhaust pipes which were painted black were starting to peel so we showed Paul, the service tech and he said that’s normal! We set another appointment to come back to have new tail pipes installed. The appointment was set for this past Monday at 7:30am so we could get right in and not experience another 3 hour wait. I showed up at 7:30am and granted it snowed Sunday late into the day but wouldn’t you think a business would be prepared to deal with the snow removal before they opened? When I pulled in at 7:30am sharp, the parking lot was just being plowed and the service entrance was being hand shoveled by a man who walked over to me to tell me that I’d have to come back in a couple of hours or some other day because they were “experiencing in climate weather.” I asked why no one called to let me know. He said they just found out that it had snowed! He pulled a pad out of his pocket to take my name and number, which I explained they already have since I have an appointment but he was adamant in wanting my name so they could call me. I never received a call back from the service department. I left a voicemail (probably shouldn’t have so soon) for Scott as I was driving home. I never received a call back from him. Needless to say we are so dissatisfied with BMW of Stratham. My husband and I are really kicking ourselves for not staying with Tulley’s. They are professional and their service department is top notch. Love BMWs but not BMW of Stratham, Cheryl & Mark Downing More

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