I bought a 2019 BMW X3 M40i elsewhere because of price. But when it arrived with a boatload of issues, I took it to BMW Sudbury because these guys are, like me, perfectionists. Al and Colleen go the distance to make it right, even when the issues are not of their making. After all, it was BMW of North America that delivered a car full of issues to the buyer, not this dealer.
In this situation one might predict that the service department would be less than enthused and committed to fixing my car's problems because I bought it elsewhere. That couldn't be farther from the case here. These guys hopped on the problems and made sure to get to the root cause of the issues. They had to do things to fix the car that scared me -- I was worried it wouldn't be the same after their techs took it apart. I needn't have worried. With one minor exception that can't be avoided, nobody will ever know the steering wheel was disassembled, the headliner has been removed and replaced and the front bumper was aligned in the field.
BMW Sudbury's service department fixed my issues as if they had never happened and, when I complained that I was unhappy with a $65K car that had to be at least partly disassembled and reassembled in their shop, they agreed to take my complaints to BMW NA. I originally asked for a buyback which BMW NA declined. However, Al suggested I ask for some compensation for the inconvenience and I asked for a warranty extension, which BMW agreed to, thanks to Al's advocacy on my part.
It's so rare these days to find people who take such pride in delivering excellent service. I'm grateful that BMW Sudbury's service department is such an organization and appreciate all they did for me. BMW owes these guys, too, because they are the real delivery channel for the BMW experience. If not for them, this car (my fourth BMW and the second X3 I bought in 2018) would have been my last.
German cars are expensive and complex. If you love 'em like I do, you want a service department that knows the cars, knows BMW and knows how to treat you, Al and his whole department are the best I've encountered. It's reason enough to buy a car from them, even if it costs you more, just to get acquainted with the service department. Next time, that's what I'll be doing.