Justin Luettjohan | Page 3

Refreshing, seamless, superb customer service Michael Pope and Regina Tharpe are ABSOLUTELY INCREDIBLE! I went to several BMW dealerships prior to Palm Springs and always left feeling passed over, Michael Pope and Regina Tharpe are ABSOLUTELY INCREDIBLE! I went to several BMW dealerships prior to Palm Springs and always left feeling passed over, rushed and generally ignored— not the case with Michael Pope and his amazing team. After such a rare, great experience, I will not work with anyone else. I myself come from 10+ years in customer service and Michael is the epitome of professionalism and understanding. And Regina was so knowledgeable and patient. They should get a raise! Thank you Michael, Regina and the entire Palm Springs BMW team! More

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Smooth Transaction. Attention to Detail. My 2015 BMW met an premature demise and was declared a total loss by my INS company. As I was in a rental incurring daily fees, it was becoming more p My 2015 BMW met an premature demise and was declared a total loss by my INS company. As I was in a rental incurring daily fees, it was becoming more pressing to move forward in a vehicle purchase while waiting for INS to take care of their part. I typically always deal with BMW of Murrieta but as I live in Palm Springs I decided to swing by Palm Springs BMW on a whim. I was greeted by Nick Alexander, I explained my situation, he was both empathetic and warm. The exact car I had in mind had literally just been taken off of loaner fleet and was eligible for a lease. Nick was able to structure an almost identical deal I had started with Murrieta and in turn I chose to work with him. Justin, his manager and the finance manager were confident, Informative and efficient. I felt entirely at ease with the leasing process and the paperwork literally took 20 mins. xxxxxxto Palm Springs BMW for keeping me local and making it happen. More

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Zero Stars for Customer Service at BMW of Palm Springs, December 2017, I leased my car from PS BMW - 7 months later I get a call that started our two and half weeks of frustrations. Here is what happened: December 2017, I leased my car from PS BMW - 7 months later I get a call that started our two and half weeks of frustrations. Here is what happened: June 13th Received a call from BMW Finance asking for payment on past due mileage June 13th called George, my sales person asked about it, he said Yea, that was part of the deal, let me check on this and call you back. Waited for a call, no return call so I called back 4 Times, he transferred me to Brian the sales manager Brian stated that the mileage was my responsibility and they have nothing to do with that, when I tried to explain, that was part of the deal, he said, does not matter, he has it in BLACK and WHITE a document that I signed, and he is not doing anything about it. I told him, since both of us were out of state traveling, we would stop in to the dealership on Saturday morning to resolve. Saturday June 16th about 11am, we showed up with all me lease documents that we received from the original purchase. When I got there, he said, we are too busy to see you, we would have to come back next week. I said, we were not leaving since we had arranged on WED to meet on Sat morning to resolve and I wanted to get resolved. He kept insisting they were too busy to talk, but he learned I was not leaving until we discussed this. About 15 mins later, George my sales person returned with Brian to discuss. Brian walked in and said there is nothing to discuss, I signed that I was going to pay for mileage. I told him we had no documents stating that and he said I have it right here, you initialed it on the tablet that we accepted that, he preceded to show us the document and I said, that is not our initials. I also asked why this document wasn’t in with all the rest of the paper work we received that day and he stated he does not have to give it to me. Brian continued to state, he will not do anything about this issue. I once again tried to explain to him why and how the new lease came to be. I came in back in December to get service done on my current lease and when I found out that the maintenance agreement was expired, I would have a large out of pocket expense. It was about 4 months before the actual end of my current lease. George said, let’s see what we can do. I also mentioned that I know I am over in my mileage, he said don’t worry, we can get that all rolled into the new deal. I was told when I first leased my car, that most likely I would be over in mileage, but was told that if I prepaid for the mileage before my lease was up, I would get the same rate as the initial lease and I would not have to pay the current price per mile. Since I did not have to worry about this. I ended up trading in lease early since I felt it was a great deal including all of this. Brian then continued to say, again, it does not matter, He is stuck in the middle and has George, his salesman that he knows intimately, and he has me, his customer. Who is he going to believe? My first comment was Intimately? What does that mean. Brian stated that he has worked with George a long time. We got the feeling that Brian just wanted to get rid of us on that Saturday, so he said, let him discuss with the sales manager and the general manager and explain the situation, and get back to me on Monday. To summarize, several phone calls and several weeks, they agree to pay, but really didn't care, so I asked to talk to the GM, and the final straw came when Brian Replied back to me with : "You don’t want my GM involved in this. He wouldn’t have paid the $847. Especially considering you signed for it saying it was your responsibility. You have had to field some phone calls from BMW about an account you owe money on. You got a free $847 that we didn’t have to pay, Actually YOU signed off saying you were paying. You could have just paid BMW and then gotten reimbursed by us. You left this hanging for months and now you are coming down on us as if we aren’t moving fast enough?" In summary, I love my car, BMW is a great brand, I just will not do business with a dealership that seems to scam their customers. I would not recommend this dealership to anyone. I have yet to get a call from the General Manager. Because of the absence of customer service, my next car and service of my current car, I will be making the drive to Orange County and use Crevier BMW! More

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Great customer service Justin made this a pleasure! Brian made the impossible possible!! Dave Ball was very accommodating. We appreciate all you did to make this a pleasant Justin made this a pleasure! Brian made the impossible possible!! Dave Ball was very accommodating. We appreciate all you did to make this a pleasant experience. More

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A few hoops but excellent customer service Arrived at the dealership 30 minutes before their closing time. I had already been to Mercedes, Subaru, Kia and Lexus dealerships and I didn't feel co Arrived at the dealership 30 minutes before their closing time. I had already been to Mercedes, Subaru, Kia and Lexus dealerships and I didn't feel comfortable in any of them. Then I met Phil Meyer at BMW of Palm Springs who very patiently listened to my needs, budget and concerns about purchasing a new vehicle. We walked the car lot, took a test drive and I found the car that matched my needs X 3 (pun intended). I was pleasantly amazed that he and his team stayed until all of my purchase paperwork was completed. The only glitch was with their financing department who had pre-approved me but somehow didn't populate my data correctly. So because of that I couldn't take my new vehicle home which my child called "a big bummer". Kevin Rock, their finance specialist is indeed a "Rock Star" and explained everything to me in verbiage I could actually understand. Jovana Salazar is indeed a "genius" with her awesome knowledge of every BMW on the lot. She took great strides to educate me about the operation and safety features of my new X3. And to Justin, the General Manager, although we never had an opportunity to meet, thank you for your above and beyond considerations which made the small glitches mostly forgettable. I highly recommend this dealership to anyone who is considering purchasing a BMW. They make a prospective buyer feel quite comfortable and the free espresso machine and cold bottled water was a big hit with my 8 year old. More

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good people to buy a new Bmr from Very knowledgeable and listed to my requests. I wasn’t 100% sure sure what I wanted but after we discussed my personal needs we focused on a plug in h Very knowledgeable and listed to my requests. I wasn’t 100% sure sure what I wanted but after we discussed my personal needs we focused on a plug in hybrid. I’m a loyal BMW owner and needed a new electric car. These are good guys they worked tirelessly to find my new BMW More

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Great service! Stan is amazing! I always feel like I'm part of the BMW of Palm Springs family. After getting my 4th car I have no complains. Stan is amazing! I always feel like I'm part of the BMW of Palm Springs family. After getting my 4th car I have no complains. More

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Most pleasant BMW dealership experience I had a great experience at BMW of Palm Springs! I felt welcomed immediately and did not feel "pushed" throughout the whole process. Aldo did a fantas I had a great experience at BMW of Palm Springs! I felt welcomed immediately and did not feel "pushed" throughout the whole process. Aldo did a fantastic job with helping me find my car. The rest of the employees I interacted with were pleasant and seemed to truly care. They were willing to work out a deal and I got myself a Christmas present :) More

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