BMW of Devon - Service Center

Worst service experience ever One tire had a slow leak and I was about to take a road trip so I had it checked. My car needed service in a few weeks, so we did the service, replac One tire had a slow leak and I was about to take a road trip so I had it checked. My car needed service in a few weeks, so we did the service, replaced the one tire and and the car received an 'all green' report card. Mind you, we had tire insurance (useless add-on). The car immediately pulled right. I took it in when I returned home and we got a bunch of excuses and denials and ghosting. Turns out everyone else in the industry but their service team and their manager seemed to realize you cannot replace just one tire on an AWD car. They offered to replace one other tire, but we would have had to forfeit all legal rights wrt to the car to get one lousy tire! Crazy! Funny thing, we replaced all 4 tires (at our own expense and elsewhere) and the car drove smoothly and straight again! I wonder why........... Ridiculous amounts of CYA with no regard for customer service or customer safety. Not only will I never purchase or use this dealer again - for any model care - but it has made me leary of BMW in general as well. Awful. Awful. Awful experience. More

Bad Service Experience We had a terrible customer service experience at BMW of Devon. Our car was serviced, we then encountered a problem with the car right afterwards and We had a terrible customer service experience at BMW of Devon. Our car was serviced, we then encountered a problem with the car right afterwards and reported it to the Service Department. We spoke directly with the service manager and general manager to try to find a reasonable resolution. In our opinion, their response was slow, very unreasonable, and they didn’t take any responsibility to their mistake. In the end, they basically ignored our problem and left us to fend for ourselves. We had to spent $1,000 at another service shop to fix the problem BMW of Devon created. They didn’t do the BWM of Devon, Sloan Automotive, or BWM’s brand any favors. Needless to say, we will not be patrons of their business any longer. More

AWFUL The customer service here is awful. On top of the fact that they over charge for services performed on non warranteed cars, they have no interest in The customer service here is awful. On top of the fact that they over charge for services performed on non warranteed cars, they have no interest in taking care of their customers or making their costumers feel valued. DO NOT give this company your business for a used car that is past warranty take it somewhere else that values your business. There is no politeness, no professionalism and no flexibility. The service department employee could not explain what the charges or services performed were in full detail, she continued to calim that every one is different. More

Inspection Scheduled an appointment 3 weeks in advance, the phone operator indicated we could come in 2 weeks earlier with no loaner or wait the three weeks for Scheduled an appointment 3 weeks in advance, the phone operator indicated we could come in 2 weeks earlier with no loaner or wait the three weeks for the loaner, we chose the later as my husband works on the other side of town. Husband arrives, they try to up sell him on oil changes etc saying the diagnostic light is on when we came in only for an inspection. He agrees and then they tell him they don’t have a loaner car and don’t try to resolve at all. In fact they don’t even try to reschedule, just throw up their hands and say have a nice day. Husband gets his car back and checks to see diagnostic light isn’t even on for oil change so shady sales tactics caught in addition to incompetence. Ottos is 10 times better at customer experience in service. I can’t speak to sales but Ottos sales was also fantastic. Don’t go here, bunch of clowns. Sloan you just lost a life long BMW owner (‘00 Z3 M Coupe, 04 X5 4.8is, 10 GT535i, 18 X3M40) Good luck I hope you learn from this experience. We never write reviews we only did this one time due to such a crappy experience. More

It's Fine. The service here is fine. I will never understand, though, why absolutely any interaction needs to run through the service rep. For many communication The service here is fine. I will never understand, though, why absolutely any interaction needs to run through the service rep. For many communications this is understandable. However, When I called to request a shuttle to the dealer to pick up my vehicle first thing in the morning, the receptionist informed me that I must speak with my representative in order to request a shuttle ride. At this point, I'm late for work and all service reps are clearly busy because they had just opened (I sat on the phone with it ringing for 4 straight minutes trying to reach a service rep before I hung up and re-dialed for the front desk). Front desk placed me on hold to try and reach a service rep. Several minutes later, after reaching the same conclusion I had earlier, she returned to tell me my service rep was with a customer, and would I please wait to speak with him. I explained that I was late for work, and simply needed a shuttle to pick up my vehicle. The receptionist stumbled a bit, and requested I be placed on hold to wait for a service rep. I reiterated my time constraint, and exclaimed that if I couldn't get a shuttle quickly then I would have to take a taxi/Uber to the dealership to get my car. "Oh, well yes just do that," I was told by the receptionist. Look, if I'm going to drop several thousand dollars in service costs to your dealer, you better be able to offer me a ride to come give you the money. If I return to this dealer for service in the future, it will only be because of its proximity to my home and office relative to other dealers. How about you integrate some sort of system whereby I don't have to go through my service rep for permission to request a ride to come give you money and retrieve my car from you? This isn't a knock on my service rep or the receptionist, though any receptionist worth their weight could recognize the situation and simply offer to request a shuttle for me. This is clearly an example of management getting comfortable having a near monopoly on the service business on the Main Line and not instituting business processes that will make customer lives easier. The service reps, receptionists, car washers, and valet/shuttle drivers here have all been very nice people, and my experiences with them have been fine. There is something wrong with management, though, when a receptionist feels she doesn't have the little leeway to help a customer to get a shuttle. You need to create a more efficient customer experience for your service customers. More