Gary Mack

I purchased a new, special-ordered BMW X5 and experienced a drivetrain failure the same day I took delivery. The vehicle displayed “Drivetrain Malfunction - Do Not Drive” and had to be towed immediately by B a drivetrain failure the same day I took delivery. The vehicle displayed “Drivetrain Malfunction - Do Not Drive” and had to be towed immediately by BMW Roadside Assistance. The vehicle remained out of service for a total of 33 days. BMW ultimately agreed to repurchase the vehicle, which speaks for itself regarding the seriousness of the issue. However, the most frustrating part of this experience was not the mechanical failure. It was how the situation was handled. Throughout the process, communication was poor and transparency was minimal. There was no sense that anyone at Ferman BMW was advocating for me as the customer. The consistent message I received was that delays, confusion, and friction were simply "how the process works" and that I would need to deal with it myself. Despite only driving a few hundred miles during this ordeal, I was still charged for mileage, which felt unnecessarily petty given the circumstances. Because the process dragged on for so long, I was also forced to make an auto finance payments that were not fully reimbursed (short by approximately $100). At a certain point, I stopped wasting my time on this simply because I was exhausted by the bureaucracy. What ultimately made this unacceptable was not the mechanical failure, but the consistent failure of customer service, accountability, and transparency at every step of the process. At no point did I feel valued as a customer. The contrast is hard to ignore: I have received better service and accountability from Chick-fil-A on a $10 purchase than I did here on an approximately six-figure vehicle. That should be reversed. I will never purchase another BMW, and I will never do business with Ferman again. More

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Outstanding dealership. I was informed about the status of my car throughout the building and delivery processes until I took possession of my new BMW X5. The genius who wor I was informed about the status of my car throughout the building and delivery processes until I took possession of my new BMW X5. The genius who worked with me did a good job helping me understand the technology in the vehicle. I would purchase another vehicle from Ferman BMW. More

by bethkercado Verified Customer Verified Customer

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Nick hawk has been my bmw mentor for 10 years. Good man. Two more words Good man. Two more words More

by GREBBERT Verified Customer Verified Customer

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Gary and Mary were great to work. I appreciate their helpful nature and non-pressure sales approach. Being informative and helpful goes so much further than pytting pressure on someon I appreciate their helpful nature and non-pressure sales approach. Being informative and helpful goes so much further than pytting pressure on someone. More

by jgitchel Verified Customer Verified Customer

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Everyone I worked with was kind and patient. All of my concerns and questions were answered. Gary Mack cared enough about my satisfaction with my new X5 that he sent me a text after the sale. On All of my concerns and questions were answered. Gary Mack cared enough about my satisfaction with my new X5 that he sent me a text after the sale. Once again he answered questions. This was the first time a dealership salesperson reached out to me after the sale was completed. Thank you for an outstanding experience and a truly stunning vehicle. More

by bethkercado Verified Customer Verified Customer

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They are always super friendly, professional and do above and beyond what is necessary. The service department is also very knowledgeable. and beyond what is necessary. The service department is also very knowledgeable. More

by Meredee12000 Verified Customer Verified Customer

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I’m I feel I was cheated on the trade in. I will never purchase another car from Ferman BMW. Thank you Regina Hollinger I will never purchase another car from Ferman BMW. Thank you Regina Hollinger More

by reginahollinger Verified Customer Verified Customer

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Mr. Roy was very helpful and understanding. I will recommend him to anyone who need good service on their vehicle. I felt comfortable taking my car there. recommend him to anyone who need good service on their vehicle. I felt comfortable taking my car there. More

by Nicky Verified Customer Verified Customer

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Facilities are excellent. Treatment from staff was excellent. Good amount of cars to choose from. They will gi the extra mile to find what you want Treatment from staff was excellent. Good amount of cars to choose from. They will gi the extra mile to find what you want More

by jberrios3 Verified Customer Verified Customer

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I found everyone at Ferman BMW to be especially customer focused and they made the buying process fun and stress free! That’s the part that is usually something that people dread, but from the test drive to focused and they made the buying process fun and stress free! That’s the part that is usually something that people dread, but from the test drive to the closing, it was really a pleasure! Gary was especially kind and accommodating by allowing me to take the actual car that I was interested in off the showroom floor for an extra long test drive so I really got the feel of how the car performed. It made all the difference! Thank you everyone for making this a wonderful experience! (Leah was our Genius expert and she was wonderful too!) More

by jayembee09 Verified Customer Verified Customer

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