I think this dealership has good people, but is badly run. I have gone more than seven times to them for service, maintenance and recall work, and for some reason they are not able to give me an accurate estimate on when my car will be worked on. I preschedule for service that should have taken 2 days, and they keep it for 6, the reason being the only mechanic that could work on my car was backed up. If this was an emergency, I could understand, but it was scheduled service.
This has happened numerous times in the last two years. I will not get accurate status or feedback, and as a corollary, when they call, you have to pick up the vehicle within a limited amount of time, or be charged for not returning the loaner, if they have a loaner.
They also did service repairs that they probably charged BMW for that wasn't necessary. On a lease return where I had a week remaining, I asked them to get a few warranty parts that could be replaced in two minutes. They held my vehicle for a recall which they didnt have to do, as it could have been done on my return, did not offer a loaner, could not give me status for the replacement. hen they found out that there were faults that could be escalated, they wouldn't release the vehicle (which is understandable) and left me in limbo for 2 days before I had to make my own transportation arrangements. NOTE: They did not have to hold the vehicle, there was no visible issue, just codes they pulled from the OBD that could have indicated an issue, and I had 8 days remaining on the lease. Of course, BMW Financial would not reimburse that part of the lease payment, so...
The last deal was a lease return, where I had previously called in to get information. I come in and am told, no, we will not take it. For a second, they made it seem like I was lying about previously calling. In the end, I was told that I could not return the vehicle to them as a) I didnt buy it from them and b) they had no space, even if they have a recording with their people stating that I could come by before 630 PM that day, and leave it. It was documented they were in error, and they refuse to honor it because, well, because they have no commitment. They said the person I spoke to wasn't properly trained. They smiled to my face, but you understand that they understand that they made the mistake, and were refusing to own up to it, and knew you were a bad situation, they made no money from. The guy speaks on my phone to get Siri to call another dealership. Didn't help with the call , didn't say that they were sorry for the inconvenience and the mistake. Then they go to the back room to hide away. Cause you weren't worth their time
Which is the core of the problem with this dealership. If you sell $50,000 cars with 11% margins (or more) you should invest in having your people provide that service properly. Improve your communications internally and externally. Bend over to provide exemplary customer service. Make sure that you are exceeding customer expectations. Its not the people, its how you expect them and train them do conduct the business.
Before you fork over your hard earned cash, remember that they will serve you to the extent by which they want to, which will continue to disappoint every time. The ratings, are unfortunately, accurate.
For someone who has owned a lot of BMWs ( I have 3 right now), its a big deal for me to say that this could turn me off the brand.