BMW of West Chester - Service Center

I want to preface this review by saying I have had good experiences at Otto’s in the past. Im not sure if the recent changes in ownership/management/ the name change has anything to do with my dissatisfact experiences at Otto’s in the past. Im not sure if the recent changes in ownership/management/ the name change has anything to do with my dissatisfaction but I’m very disappointed. On 11/9/2023, I dropped off my vehicle for a prepaid leather warranty cleaning that I’d purchased when having my vehicle built. This was supposed to be a one day service. I was surprised when I received a call stating that the vehicle would have to be there a bit longer (Due to no fault of my own). However, I explained that I had a scheduled c-section on 11/14/23 and that my husband and I would not be able to return the vehicle until 11/18/23. Unfortunately, my recovery did not go well, and I had another emergency surgery just two days later. On the same day, 11/16/23, Melissa, service associate, called my husband and stated that the only way the warranty could be used to clean the leather is if we paid for a $400 detail. A month prior, I had my car fully detailed which is why we wanted to use the warrant because the stains hadn’t come out. At any rate, we conceded and reluctantly paid because I was in the hospital and did not want to deal with the headache. A few days later, on 11/22/23, Otto’s had not serviced the vehicle when Melissa, started calling my husband incessantly asking for the loaner vehicle to be returned. She stated that the 3rd party agency was not able to service the vehicle and that she did not know when they would be able to. My husband and I I both explained to Melissa that I had an emergency surgery after having my bab More

Bill was very helpful and made sure I understood what problems needed immediate attention. I appreciated his knowledge and concern. problems needed immediate attention. I appreciated his knowledge and concern. More

Always, excellent! Great Hospitality & friendly service. Always good communication and warm welcoming greetings. Always, excellent! Great Hospitality & friendly service Great Hospitality & friendly service. Always good communication and warm welcoming greetings. Always, excellent! Great Hospitality & friendly service. Always good communication and warm welcoming greetings. Definitely A Five Star Experience! More

I was walked thru every step of the way of what was being done to my car done to my car More

The dealership is Clean, courteous staff and was not pushy in having to do the recommended services. pushy in having to do the recommended services. More

heather was pleasant. love the lounge great snacks & coffee wifi is helpful to do work love the lounge great snacks & coffee wifi is helpful to do work More

Always a pleasant and complete visit My expectations are not only met but exceeded the majority of the time not only met but exceeded the majority of the time More

I needed my inspection and emissions stickers replaced because of a windshield replacement. My car was inspected and stickers reissued. because of a windshield replacement. My car was inspected and stickers reissued. More

Excellent! ! Frank is a great advisor. I have known him for over 30 years. Great job ! Frank is a great advisor. I have known him for over 30 years. Great job More