Great service advisor They were able to fit my service
into their schedule within the day that my emergency developed
into their schedule within the day that my emergency developed
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by HRHOOPS
Verified Customer
Verified Customer
Other Employees Tagged:
Bill Cosenza
Very good, knowledgeable people to work with at this
dealership. I am happy with the service.
dealership. I am happy with the service.
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by SBA.FOLK.ART
Verified Customer
Verified Customer
Greet communication, follow through and focus.
Appreciate the professionalism and customer focus. Why a 15 word minimum?
Appreciate the professionalism and customer focus. Why a 15 word minimum?
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by JEFFBRADY0
Verified Customer
Verified Customer
Service Price Transparency
The advice given to me was very good and the service
performed on my car was good.
Overall I rate the experience as excellent.
performed on my car was good.
Overall I rate the experience as excellent.
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by PEEPATERRY
Verified Customer
Verified Customer
Service Price Transparency
This is the BEST BMW Dealer on the East Coast.
There customer service is by fair top notch. They listen to you as the customer and make recommendations that are reasonable with feeling like you ar
There customer service is by fair top notch. They listen to you as the customer and make recommendations that are reasonable with feeling like you are being upsold something.
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by WISEGUYBG99
Verified Customer
Verified Customer
Service Price Transparency
I purchased a BMW E91 from BMW of West Chester with a
dealer warranty, clean CarFax, and multiple dealer inspection reports—all claiming it was a reliable, well-maintained vehicle. I also worked there as
dealer warranty, clean CarFax, and multiple dealer inspection reports—all claiming it was a reliable, well-maintained vehicle. I also worked there as a BMW Genius, so I trusted the process.
Only after taking it home did it show serious drivability issues—vibrations during acceleration and a check engine light. The service department dismissed it, said “nothing’s wrong with the transmission,” and quoted me for an unrelated oxygen sensor. They changed the transfer case fluid and told me to drive it for 1,000 more miles.
The issues continued, and after the warranty expired, I was suddenly told the car had “failing catalytic converters”, a “faulty torque converter”, and a “failing transmission”. When I asked for help earlier (while it was still under warranty), one manager said, “And you want me to pay for it?”
I followed all maintenance protocols, asked all the right questions, and trusted the brand. Yet I was misled and left with a car I couldn’t use in the end. I wouldn’t recommend buying or servicing at this dealership.
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by Pendelton
Jun 20, 2025 -
BMW of West Chester responded
Pendelton,
As an employee of our company at the time, you had the unique privilege to see and purchase our wholesale trade-ins. These are typically older, high-mileage cars, often with multiple mechanical needs: Vehicles that we do not wish to represent and market to our clients. Indeed, this was a 17 year old wagon with over 123,000 miles on it, not a car we put on our front-line and offer for sale.
You came to me and expressed a desire to buy this wagon and I strongly cautioned against it. I advised you that it was unlikely to be a good, reliable source of transportation, and would be very costly to repair and maintain. I am aware of other colleagues here who gave your similar counsel, as well. Unfortunately, you elected to ignore this good advice and purchased the wagon anyway.
Kevin Mahoney
General Manager
Jun 20, 2025 -
Pendelton responded
Kevin,
Your response isn’t just misleading—it’s damage control. Let’s be honest.
You say the E91 wasn’t a retail vehicle, yet it was physically parked on the main inventory lot, listed for sale, and sold with a dealer warranty, a clean CarFax, and your own BMW of West Chester Vehicle Health Report—all stating there were no major mechanical issues. If this car was truly “not fit for the front line,” why was it on the lot? Why was it sold with a warranty? Why did your own staff—including techs and advisors—encourage me to buy it and speak confidently about its condition?
You did mention concerns in private, yes—but none of that was reflected in the paperwork, the sales process, or in any formal disclaimer. In fact, your dealership’s formal documentation said the opposite. If you truly believed the car was unfit, you had the authority and responsibility to pull it from inventory. You didn’t.
I bought that vehicle not recklessly, but out of necessity—and I did my due diligence. I reviewed all reports, asked informed questions, and trusted the professionals I worked with as a BMW Genius at your dealership.
What followed speaks volumes:
• The car vibrated dangerously under load and showed a check engine light.
• Your service department told me “there’s nothing wrong with the transmission.”
• They changed the transfer case fluid and told me to drive it 1,000 more miles.
• The exact same problems persisted before and after that mileage (and I maintained continuous communication with sales and service about this).
• Only right after the warranty expired did your team suddenly find failing torque converters, catalytic converters, and a failing transmission—and told me, verbatim, “you need to get out of that car as soon as possible.”
Worse, when I asked about coverage, I was told: “And you want me to pay for it?”
This wasn’t just a mechanical failure—it was a failure of ethics, accountability, and leadership. As both a customer and employee, I was misled, misdiagnosed, and dismissed.
You’re trying to rewrite the story after the damage has been done.
They are prompt, and addresses my needs carefully .
Getting a loaner car is not easy
Getting a loaner car is not easy
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by anne.d.fernandomd
Verified Customer
Verified Customer
Service Price Transparency
Great service and they care about their clients
satisfaction. They discuss any work that is needed in detail.
satisfaction. They discuss any work that is needed in detail.
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by CDW2526
Verified Customer
Verified Customer
Service Price Transparency
The dealership only issue I have with it is that you guys
overbook all the time and can never get a car in and out in one day it always takes multiple days but other than that all good
overbook all the time and can never get a car in and out in one day it always takes multiple days but other than that all good
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by P.J.RYAN
Verified Customer
Verified Customer
Service Price Transparency
BMW of W Chester is always a pleasure to work with.
They are accommodating with schedules, finish their work on a timely basis, and have never tried to charge for work that did not need to be done. I
They are accommodating with schedules, finish their work on a timely basis, and have never tried to charge for work that did not need to be done. I will be going back.
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by etilles
Verified Customer
Verified Customer
Service Price Transparency
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