BMW of Lynnwood

Our experience with BMW of Lynnwood was extremely disappointing and unnecessarily stressful. What should have been a straightforward luxury purchase turned into a months-long ordeal lasting from Octo disappointing and unnecessarily stressful. What should have been a straightforward luxury purchase turned into a months-long ordeal lasting from October 2025 through January 2026. Our “new” vehicle was delivered with multiple undisclosed scratches across the body, scratched rims, and a dent. While the dealership ultimately agreed to a buyback, everything that followed was chaotic, poorly managed, and exhausting. The replacement process was riddled with delays, constant rescheduling, and breakdowns in communication. We lost significant incentives due to order delays, spent over five hours at pickup because of last-minute changes and lack of coordination, and were given incorrect information about BMW incentives, including being told the military incentive could not be honored. BMW corporate later confirmed in writing that this information was wrong. Correcting this required repeated follow-ups, unanswered emails, and unnecessary stress just to receive partial reimbursement. Justin Shaw was knowledgeable about the brand and vehicles themselves, but once the sale was effectively locked in, customer service dropped off sharply. Communication became inconsistent or nonexistent due to him being “busy,” repeatedly left us to assist other customers for long periods of time without a word, incorrect information was provided regarding incentives, and there was little accountability for repeated lateness and scheduling issues. We were left to chase answers and fixes far more than any customer should, especially at this price point. This experience was far more stressful than it ever should have been, and frankly, I would have rather paid more money and gone to a more established dealership to receive competent communication, accurate information, and basic accountability. A luxury brand should not require this level of follow-up, escalation, and emotional energy from its customers. I hope management takes this feedback seriously, because this was not a one-off inconvenience, it was a prolonged, avoidable failure in customer care. More

My experience at BMW of Lynnwood was a rollercoaster of poor service and management intervention. My 2021 X5 was in for CPO warranty work, but my initial advisor completely ghosted me, ignoring multiple te poor service and management intervention. My 2021 X5 was in for CPO warranty work, but my initial advisor completely ghosted me, ignoring multiple texts and voicemails for over 24 hours while my car sat in the shop. It took an escalation to the General Manager to get any movement. To their credit, the GM stepped in immediately and connected me with a second advisor who finally provided the update I had been asking for. They also delivered the car ahead of schedule by sourcing the part from another dealer. Unfortunately, the "hospitality" side failed miserably. The car was returned covered in soap residue and streaks that were worse than the dirt it started with, an unbelievable state for a premium brand. I specifically let the service advisor know about this pathetic state of the car when I took delivery, but no corrective action was taken. I dropped a follow-up email to the GM regarding this, but I have not heard back. To make matters worse, I found trash left in the cabin and my dash cam was left disconnected. Getting the car delivered sooner was a win, but the lack of care for the customer’s time and property is a major red flag. More