BMW of Norwood

The usual poor customer service. Out of state buyer, called over 10 times to ensure I lock in a sale. Explained I’ll pay full ask - just need to see pictures of car as it had not bee Out of state buyer, called over 10 times to ensure I lock in a sale. Explained I’ll pay full ask - just need to see pictures of car as it had not been loaded online yet. They then sold the car to “someone who walked in 30 minutes after the sales manger asked a sales rep to call me”. I called Friday AM regarding a car “coming soon”, but with no photos or video yet. I was told by multiple people “it’s in the service shop” and they’ll have someone contact me. Rep who I spoke with (Robert) explained he was new and he’ll follow up… which he did not. He didn’t even know how the BMW extended warranties work, yet he’s the one you task with following up on an inquiry for a $80k car?? Ok. He was pretty informed on the extra fees Norwood charges for out of state buyers though. He made sure to review that with me a few times and confirms I was ok with it. I call again at 9am EST the next day which is 6AM my time to speak with Brianna who actually sends me an ipacket. She is very nice, apologizes and too goes over their almost $1k out of state fee … and again confirms if I’m ok with it. I tell her I am and “I want to buy the car today - please connect me with a Sales Rep”. She tells me she’ll have to talk to her sales manager and get back to me. Again, no response. I call back - speak again to her — she tells me “the car is in the service shop being prepared and it’s not accessible to view currently ”. I tell her again - “I I will pay full ask, finance with your dealership— just show me the vehicle and I will send payment”. She even referred me to a shipping company for a quote while she gets someone to work with me. I promptly get a call from the Internet Sales Manager shortly after, Sarah. I was assured by her that since I was the first person to reach out, I have first priority. “This car is a unicorn and is in amazing condition” she says. Sarah goes on to explain there may be weeks of delay due to title issue. I again say I want to buy the vehicle regardless, just please show it to me and I will send payment today. I again stated verbatim “ I’m the ideal customer, I will pay full ask and finance through you - just show me the vehicle and I will send payment now”. I was told she will have a sales rep reach out to do a video walk around. Crickets again….. I send a follow up email about 3 hours later - no response. I then get a text almost 2 hours after my email informing me that the car was “just” sold. This was FINALLY now a sales rep reaching out — only to tell me someone walked in and bought the car. She tells me “ I can see in our system you’ve been trying to connect with someone since yesterday morning” (this was now almost 7pm EST). “I see multiple emails and texts from your correspondence. I even see an email at 1:57pm today from Sarah saying you’re interested, willing to pay full price and to call you” …. But 30 minutes later, someone walked in and put a payment down on the car. HUH? I couldn’t see the vehicle after over 24 hours of asking, multiple calls and emails — AND agreeing to pay a $1k out of state fee —- but this random person picks the best time in HISTORY to just walk-in and see the car ready, available & prepped for sale? Needless to say - unicorn gone immediately. I understand the sales process - but c’mon now. I lose out on a sale because of your dealership’s incompetence with communication? I get it — there are many reviews like this, so who cares …. But extremely shocked since everyone I spoke to was informed I will send payment now — just show me a picture or video of the car. What else must I do? I’m literally throwing money at you to solidify this deal as I too realize how unique this car was. It is what it is …. But I guess buyer beware of the their kindness and lack of professionalism. Giving me the illusion I’m first in line, providing me the transport company info to prepare for shipping and then selling the car to someone else is just wrong. More

Mr. Danial Drinkwater went out of his way to call BMW North America to have them to cover a major repair that just past warranty period for a few days. We are really grateful for his superb effort in cu North America to have them to cover a major repair that just past warranty period for a few days. We are really grateful for his superb effort in customer care. The car is fine and clean after the service. We appreciate it. Thanks Jojo More

Overall my service experience went great from start to finish and Douglas was super kind and communicative and address my all my concerns all the way through finish and Douglas was super kind and communicative and address my all my concerns all the way through More