BMW of Norwood

Horrible experience, 1st car they had me in a bidding war with a customer 50' away after the other sales person swipped the keys as my salesman went to move a car in the way before my test drive. No problem with a customer 50' away after the other sales person swipped the keys as my salesman went to move a car in the way before my test drive. No problem they had the exact same car with fewer miles that was taken 30 min prior to another dealer. Inquired about it, Matt called Norwell and car was still available. Agreed to a deal, 500 deposit and paperwork complete. Sales team called Norwell to tell them car is now SOLD and they need to have the car delivered Back To Norwood for delivery. The afternoon I was to pick it up Matt called to inform me that it was also sold. Yes after I had spent 5+hours and had a sales agreement signed by them...He specifically told me the deposit would guarentee it. You think that after a breach of contract at the very least you would hear from the Manager of the sales dept with a explanation!!??? They did have another with 10,000 fewer miles but wanted another 3,000+. You think they would TRY to make their mistake right but really only seem to be concerned with the $$$. And now almlost two weeks later they still have not sent my deposit back after they said it would be in the mail...Yes I just called and was transfered to a voicemail... More

I purchased a 535xi CPO online in December after locating the car on BMWUSA.com. I couldn’t locate one on the west coast, but found two that met my requirements on the east coast. My first choice was out of the car on BMWUSA.com. I couldn’t locate one on the west coast, but found two that met my requirements on the east coast. My first choice was out of Chicago, but didn't have a fold down rear seat, so I ended up purchasing from Norwood BMW. It was a pleasure to deal with the Chicago dealership, I wish I could say the same for Norwood. Below are the highlights of my experience with this purchase: • My initial request for a quote was met by an email response from Aaron, who didn’t respond to a subsequent follow up email. This led me to a phone call with sales, and working with a sales rep named Chris Stadolnik (Sales). • Chris answered a few a few questions I had about the car, and I agreed to purchase it. He e-mailed me the credit app & deposit authorization forms. I filled them out and emailed him back. He told me he would turn them over to financing and let me know the status shortly. I didn’t hear back from him that day nor the next. After sending an email & leaving a voicemail, I called the operator to be told that he had taken the day off. • I explained to the operator that I was trying to determine where I was in the process of purchasing the car, and was transferred to financing, This put me in contact with Ken Dale (Finance Manager) . He told me that I was approved, but that he had customers and would call me back. I didn’t realize I wasn’t a customer and he didn’t call me back. When the day was about over, I called to complain and was put in touch with Alex Archer (General Sales Manager). After explaining to Alex that I was trying to purchase a car, but running into difficulties in finding someone who would sell it to me, he told me he would take care of the problem, and shortly afterwards received an email and follow up call from Ken. • Ken went through the paperwork and requested insurance documents from me. I also agreed to purchase an add-on to be included. The docs had to be signed locally, so he told me he would Fedex them to my local dealership that day, so I could sign them on the next. The docs didn’t go out that day, but they did eventually get mailed. Finding out the status of the docs was difficult. Ken was very slow to respond to e-mail questions. I sent queries into the status of the docs, and when he finally did respond, it took a couple of e-mails to get a tracking number that was readable. Finally after receiving a tracking number, I confirmed the Fedex had been delivered from the tracking number, went to my local BMW dealer, and found they didn’t have any package afterall. When looking closer at the details from Fedex, the tracking number showed delivered, but it was delivered in Norwood, not San Diego. Ken had sent the wrong tracking number; the package didn’t go out as planned. Ken sent me a revised tracking number showing the next day delivery expected. • Since getting the purchase agreement to arrive in San Diego took a couple of days, the car was still listed for sale online, even though I had agreed to purchase the car and given a deposit authorization. With the doc’s due to arrive the morning of purchase, I noticed that the price had been reduced $625.00 from my agreed purchase price. I requested the docs be modified to reflect the new lower price, and of course didn’t receive a response. It was very difficult to ever get a response from this dealership. I emailed the Phil Driscoll (General Manager), and Alex Archer before finally receiving a response. The dealership refused to change the price, so apparently I was to pay a premium over anyone else who would be interested in purchasing the car. • Normally this would have ended the transaction without purchase, but BMW was having an extended warranty promotion that ended in 4 days, and I didn’t have a backup choice from another dealer, so I decided that it wasn’t a deal breaker. I did decide that I would instead give a thorough review of my experience with this dealership, which you are reading now. • On my second trip to my local dealership to sign the docs, the docs were at least there. I was told by Ken, that the BMW extended warranty promotion would be explicitly detailed in the sales contract, but it wasn’t mentioned in the docs at all. Thankfully the San Diego dealership was able to get it added to the contract so I signed the docs. • To continue emphasizing the lack of response to emails, since I agreed to purchase an add-on, and needed to have the car shipped cross country, I needed to confirm when this add-on work would be completed and that the car would be available to be shipped so I could arrange shipping from a third-party transit company. I queried Chris & Ken via email but never received a response. I spoke with Alex Archer on the phone, who told me he would call me back within 5 minutes to confirm, but I’m still waiting for that return call. Finally frustrated again, I contacted Phil, who was able to let me know the work was done and the car would be available for shipping once they received the signed purchase agreement back from the San Diego dealership. In fairness, I should say that Phil was the one person I dealt with at Norwood who handled himself professionally and gave a positive impression of the dealership. • I purchased the car, arranged shipping and was told by Ken that one key would be given to the carrier, and I would receive a fedex. I never received a fedex, and two days before the car was scheduled to be delivered, sent an email to Ken, Chris & Alex. I never received a courtesy response from anyone to let me know that they gave all the keys to the carrier. • The car was shipped, and arrived yesterday. The dealership didn’t include the navigation dvd’s, so I don’t currently have an operational navigation system. I’ve sent an email requesting the dvd’s be shipped to me, but have not received a response so far. I’ve contacted BMWUSA to see if this can be resolved with my local dealership, as I don’t have a lot of confidence that I can get this resolved based on my experience with Norwood. Additional update as i've had the car for two days, the car was advertised to have Sirius satellite radio, with one year of subscription included. I tried out the satellite radio today, and was prompted with an ESN number and a toll free telephone number. I called Sirius and was told that the ESN was for the original owner and that there wasn't a prepaid year on the car. After about 30 minutes on the phone, Sirius agreed to give me a year free of use, but that was a concession on the part of Sirius, and had nothing to do with Norwood BMW. As far as Sirius could tell, there wasn't a prepaid year of service on the car. 1/14/11 - the navigation dvd issue has been resolved. More

We bought a certified pre-owned BMW 328i on Oct 1. It has been 10 days now. We have experienced many problems already. Within 24 hours of purchase, I observed "Service Engine Soon" warning indicator on the s been 10 days now. We have experienced many problems already. Within 24 hours of purchase, I observed "Service Engine Soon" warning indicator on the speedometer, and the left tail bulb was burnt. They said the on-board computer of the car had some wrong data. These were fixed free of cost. A new bulb was installed and the on-board computer's data was reset. Then, after 2 days, the same left tail bulb got burnt again. This is very disappointing. I think the car has problems with the electrical system or voltage distribution. I am not able to understand how and why BMW certifies a car with defective electical system and wrong data on the on-board computer. And, for every trip to the dealer, I need to drive around 30 miles (for no mistake of mine). It is very sad to have experienced these problems within just 10 days after purchase. The past 10 days have definitely not been peaceful. My wife and I are totally unhappy with the overall experience. Apart from these problems in the car, the rest of the things are good at this dealer. We got a nice finance APR rate and a good affordable monthly installment amount. The customer service is very good. The time-to-repond and the friendliness is amazing. More

Having purchased a few cars in the past 64 years, I must Having purchased a few cars in the past 64 years, I must say that this was the best experience ever in purchasing a car. Great group of guys. Naeel Having purchased a few cars in the past 64 years, I must say that this was the best experience ever in purchasing a car. Great group of guys. Naeel handled the test drive and the negotiations and I never sensed that I was being pushed or pressured. When he explained why he could not accept my original offer, I felt comfortable increasing it by $1500. I hope that my experience with the service department is as memorable. Try to avoid doing business with their satellite in Norwell as my dealings with them were quite the opposite. They were more into game playing than selling cars. More

recently i had my wife's white 740i at ahe collision center for a minor repair which was handled satisfactory however her window were tinted by a sub contractor by mistake' the tint job although a mix u center for a minor repair which was handled satisfactory however her window were tinted by a sub contractor by mistake' the tint job although a mix up i agreed to tint remaining windows, but at some point during the tinting process the pael that houses the controls for the driver side seat was broken and after bringing this to the collision center's manager's attn. he tried to tell me that it was already broken, which was a lie, he very adamently denied it was broken there which made me very mad and as far as he was concerned i had to deal with the tinting co. myself even though the car was left in their hands. I went to the bmw gallery exspressed my feelings to the lady that checks in the cars for service, she put me in in touch with a gentle whose name was stan and from there this was handled in the manner that should have been done at the collision center, the car was fixed at no charge as it should have been, it just sucked that i was put through that, i must say that i will continue to use the gallery for all my mechanical repairs but will noy go back to the collision center for any body repairs as long as the gentleman that treated me like crap is there, i think that if not for stan in the service dept stepping in an taking charge as he did i would never have went back, i don't want to think that i was treated as i was because because i am black, even though i am black my money is still GREEN, i want close this by saying thank you so very much to the lady at the gallery that checks in the car for service and stan for taking care of the problem, look forward to seeing you guys soon for the repairs that we spoke of More

I cannot say enough good things about this dealership. Its overall professionalism, follow-thru, after service, etc. And, not forgetting competitive prices and exceptional business principals. BMW Gall Its overall professionalism, follow-thru, after service, etc. And, not forgetting competitive prices and exceptional business principals. BMW Gallery of Norwood is what all vehicle dealerships should aspire to be. More

I have owned BMW'S for the last 15 years and this dealership and especially dealing with my sale associate, Peter Fard, has been a very memorable experience. He was very knowledgeable of the BMW I wa dealership and especially dealing with my sale associate, Peter Fard, has been a very memorable experience. He was very knowledgeable of the BMW I was purchasing. He was always avaiable and always promply returned my calls. I would never go to another dealership after dealing with Peter Fard and BMW Gallery of Norwood. More