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BMW of Westlake - Service Center

4.7

37 Lifetime Service Reviews

24690 Sperry Drive, Westlake, Ohio 44145

37 Reviews of BMW of Westlake - Service Center

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September 25, 2018

"Horrible experience with this service center"

- misomom

I can't believe they treated us this way in service, especially after how nice the sales people were while shopping for new cars. Our week old, third BMW got a broken windshield. We were told that we could pay $70 to fix the windshield instead of the $100 deductable to replace the windshield, suggested by Brittany. We chose this, but it left behind unsightly scars on the week old car. Now I feel foolish for the charge to leave scratches, which were a surprise when we picked it up. Then the story was that the purpose was only to prevent expansion, not to clean it up. So then she said to call the insurance company. When we did, she and the agent argued over the rates. Then while I was talking to the agent, she basically sent us away because she said they wouldn't pay enough - even though we were on the phone. We thought this was very rude, including the way she talked - particularly as the insurance company said they would try to work it. This turns me off from buying and recommending BMWs. The shame is that this dealer is 3 minutes from our home, but now we feel we have to go to other dealers for all future business.

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Quality of Work
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Overall Experience
Recommend Dealer
No
Employees Worked With
Brittaney Quick
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 25, 2018 -

BMW of Westlake responded

Hello, you came in with a windshield chip and we offered to fill it, which you agreed to and we ended up doing this for free. Filling a chip will never completely remove the damage but it will structurally fix the issue so it won't crack anymore. Afterwards; because of the appearance, you decided you'd rather have it replaced, which we can still do if you so choose. If you'd like to discuss this or further issues please contact the service manager Carl at 440-887-0000. Thank you.

Sep 25, 2018 -

misomom responded

Are you saying this is our fault?? We were originally going to replace it but you are the one who suggested to my husband about fix it for $70 and DID NOT mention about damage will stain. Yes, afterward I wanted to replace it and while we were talking with the insurance you basically kicked us off because our insurance will not pay you enough. I can't believe you are replying with no apology and make everything as our fault. I will definitely call your manager and talk about this issue. I will not hide everything from other people who may see this review.

September 22, 2018

"My headlights weren't working when I left"

- GMoney216

I went in for a factory recall for a few parts this morning 9-22-18 for my 2009 bmw 328xi when I left on the way back I noticed my headlight was out I called and spoke with Carl Whelpey who told me it wasnt their fault and told me I need to buy another one and before I could reply he hung up on me. When I called back I spoke with someone who arranged Carl to call me back and he stated that the code indicated my light was out even though I drive it every day and had no issues whatsoever. I'm very disappointed even further because he let me leave the dealership as the service manager without telling me I need a headlight and the headlight was operational before it was in their hands. So as the service manager it was his responsibility to let me know something was wrong but it was working before I got there. I am very disappointed and even noticed that one light wasnt properly screwed in. I love my BMW and I dont appreciate being treated like this when I when I put my car in the hands of the people who are supposed to be helping me, not potentially putting me at risk with a car that is not legally acceptable and not safe with one headlight.

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Recommend Dealer
No
Employees Worked With
Christian Gufreda
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Carl Whelpley
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 24, 2018 -

BMW of Westlake responded

Hello, the key read showed you had 3 bulbs out upon arrival including daytime running lamp. We did 3 recalls and explained that the three recalls had nothing to do with headlights at all and we would look at but if it is a bulb we would quote. We apologized for not quoting the bulbs as the bulb warning was on upon arrival, you declined maintenance and we just performed the recalls. Please call 440-887-0000 and ask for Carl if you'd like to discuss further. Thank you.

May 19, 2018

"Recall of 2018 X3"

- Clem Kissling

I had my 2018 X3 serviced last week by BMW of Westlake. It was easy to make the appointment and brought my car in a few days later. The customer service staff were very friendly and informative as to the nature of the fix and approximating the pick up time. As it turned out, they had my car repaired in about an hour and called to let me know it was ready for pick-up. It was one of the best "no-hassle" service repairs I have ever experienced!

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
John Cordell
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Brittaney Quick
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
April 13, 2018

"Great service by Jim Strunk "

- Razi786

Jim's service was very good when I took my car in for service. I have always been greeted well by the service staff, service is excellent, professional and courteous Jim explained to me what needed to be done. I have been satisfied by the Client Sales Advisor Steve, and with Jim as the service advisor.

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Customer Service
Quality of Work
Friendliness
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Overall Experience
Recommend Dealer
Yes
Employees Worked With
John Cordell
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jim Strunk
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Justin Niedzwiecki
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Steve Mihalic
April 05, 2018

"picking up license plates was easy and quick "

- Betsyb66

Jimmy was quick to recognize me and assist me in getting my new plates put on my new vehicle. He was friendly and made sure I did t have any questions about my new car and offered to have it washed as well. What great service!

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Recommend Dealer
Yes
Employees Worked With
Jimmy Laumer
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
December 28, 2017

"John Cordell’s excellent service"

- moonlit

John’s service was excellent in every respect and he exceeded my expectations. I was greeted in a very friendly, professional manner and John also took the time to explain certain features of my vehicle that I was unfamiliar with. I would gladly recommend Westlake BMW to anyone interested in purchasing a vehicle due to the satisfaction I’ve received from the service department at the dealership. Sandra L. Calori

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
John Cordell
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Dec 29, 2017 -

BMW of Westlake responded

Thanks for the great review about John and our service department!

December 21, 2017

"Prompt Friendly Professional"

- cb1951

This was my first experience with the service department, I was pleased by the staff's friendly yet professional attitude. I was told to expect an hour wait and it turned out to be less.

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Jim Strunk
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Dec 21, 2017 -

BMW of Westlake responded

Thanks for the awesome review about Jim and our Service department!

December 20, 2017

"Prompt Professional Service"

- CV335

Recently brought my vehicle in for the Takata Air Bag recall. Prompt, fast professional service. In and out of the store in less than 45 minutes as promised by the service staff!

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Brittaney Quick
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Dec 21, 2017 -

BMW of Westlake responded

thanks for the great review about Service and Brittaney!

December 20, 2017

"Great service."

- rw641

I usually arrange service on my 10-year old X3 through Jim Strunk. Jim routinely does a great job of trouble-shooting the issue, explaining it to me, and getting the service scheduled and done efficiently.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Jim Strunk
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Dec 20, 2017 -

BMW of Westlake responded

Thanks for the great review about our service department and Jim!

September 24, 2017

"Steve Mihalic is the best of the best"

- Razi786

Steve Mihalic is the best sales advisor I have ever dealt with. With some issues that I have had with my car, Steve went out of his way to drive my car for 2 days to see if the issue can be duplicated. He is so very caring goes out of his way to satisfy the customer. There are very few sales advisors who pays so close attention to details for his clients. My Kudos goes out to him for a job well done, and needs the dealership recognition for his outstanding customer service.

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Recommend Dealer
Yes
Employees Worked With
Steve Mihalic
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