Peter Neslusan | Page 3

Kind staff and a nice waiting area with snacks, tea, water and good coffee. Nice video and explanation of work water and good coffee. Nice video and explanation of work More

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As usual, exceptional customer service. Pleasant surroundings in waiting area. Attention to detail and actually caring about the customer's service experience make the necessary dealer visi Pleasant surroundings in waiting area. Attention to detail and actually caring about the customer's service experience make the necessary dealer visit quite pleasant. More

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I recently experienced a frightening highway safety incident involving my brand-new BMW, which had approximately 6,400 miles at the time. On April 23, 2026, at approximately 8:52 a.m., while driving incident involving my brand-new BMW, which had approximately 6,400 miles at the time. On April 23, 2026, at approximately 8:52 a.m., while driving on I-90 into Boston during rush-hour traffic, my vehicle suddenly displayed a drivetrain malfunction warning and lost power. The vehicle became undriveable and came to a stop in an active travel lane. Because I was unable to move it to a safe location, Massachusetts State Police responded and arranged for it to be towed to BMW of Shrewsbury. The vehicle remained at the dealership for more than two weeks. I was later informed that the failure involved the Integrated Supply Module (ISM), a critical component that caused the vehicle to shut down while operating on the highway. Given the seriousness of this incident, I expected exceptional communication, attention to detail, and a thorough quality-control process. Unfortunately, that was not my experience. When I arrived to pick up the vehicle, it was returned extremely dirty, both inside and out. While my service advisor apologized and offered a future cleaning coupon, the condition of the vehicle reflected a lack of care following a significant safety-related repair. He also repeatedly referenced his decades of BMW experience and asked that I provide a positive survey response despite my clearly expressed concerns regarding both the dealership’s handling of the situation and BMW North America’s response. More concerning, after leaving the dealership, something did not feel right while driving. I stopped with my friend who was following behind me to inspect the vehicle and discovered significant damage to both the wheel and tire, including visible gouging on the tire sidewall and extensive scraping on the wheel. The damage was obvious enough that it should have been identified before the vehicle was returned to a customer. The original incident was already a serious safety hazard. Discovering additional wheel and tire damage immediately after pickup only heightened my concerns regarding the thoroughness of the inspection and quality-control process. Following the highway shutdown, I contacted BMW North America and requested a complete diagnostic report, root cause analysis, and consideration of a vehicle repurchase/ replacement I never received a written response. Approximately 10 days later, I received a phone call informing me that my request had been denied. When I asked for the basis of that decision, I was not provided with a meaningful explanation. I also requested a written explanation and was informed that Customer Relations would communicate only by telephone and would not provide written documentation regarding the denial. Given that this matter involves a vehicle that unexpectedly lost power and became disabled in an active highway lane, I find BMW North America’s unwillingness to provide written findings, a written explanation, or a complete root-cause analysis inconsistent with the seriousness of the safety concerns involved. To date, BMW North America has denied my repurchase request without providing a written explanation. When I specifically requested that the decision and supporting rationale be provided in writing, I was informed that Customer Relations communicates such decisions only by telephone and would not provide any written documentation. I should contact the dealership for repair . I would like to acknowledge and thank Nelson, the Sales Manager, who helped arrange for the wheel and tire issues to be addressed, and ensured the vehicle was properly cleaned. I appreciate his professionalism and willingness to assist. More

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Very polite, knowledgeable, and expedient. Also feel service work is honest and explained well .Thumbs up to Peter who handles my account . Also feel service work is honest and explained well .Thumbs up to Peter who handles my account . More

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BMW of Shrewsbury is efficient, customer focused and reliable. They are honest in the service department and do not try to upsell on repairs. reliable. They are honest in the service department and do not try to upsell on repairs. More

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Peter, our service advisor is helpful and has supported us since working w BMW Shrewsbury. He is responsive and knowledgeable. us since working w BMW Shrewsbury. He is responsive and knowledgeable. More

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Peter is my service advisor and he is excellent. He gives great advice, and it’s able to talk me through issues I’m having with my car to figure out the best options for Repair. He gives great advice, and it’s able to talk me through issues I’m having with my car to figure out the best options for Repair. More

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Great communication, helpful explanations of issues and actions/repairs, and excellent overall service. Thank you! actions/repairs, and excellent overall service. Thank you! More

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Respectful , thoughtful, caring, honest person and answers car issues / parts / recall / delays at timing from staff . answers car issues / parts / recall / delays at timing from staff . More

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I have been going to BMW Shrewsbury for years and this was my first time with Peter. He was nice and very attentive to my problem. He had my car fixed real quick and more importantly, he under commitmed a was my first time with Peter. He was nice and very attentive to my problem. He had my car fixed real quick and more importantly, he under commitmed and over delivered on how quick my car would be returned to me, as well as gave a discount on my service. More

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