BMW of Norwood

The customer service for this Gallery is atrocious. The poor service started with the giggling girl on the phone when I made the appointment, this gave me a bad feeling but that's only one employee right? poor service started with the giggling girl on the phone when I made the appointment, this gave me a bad feeling but that's only one employee right? I had never been to this location before and when I entered the building, unsure of where to go, I stopped at the info desk where the gentleman behind the counter was having a loud, personal phone conversation and couldn't be bothered to help. As I move on still unsure of where to go, I am passed by numerous employees who make it a point to NOT offer a smile or give any direction. At this point even a simple Hello would have been welcomed. I finally find someone who dismissively tells me to drive my car in to the "shoot" where someone will then tell me what to do. The man in the shoot asks for the key, still without a hello, and tells me to "wait inside and someone will sit me down to talk to me". When I'm sat down, I am so appalled by the attitude of the CSR that I ask for the keys and leave. I have never been treated so poorly by so many employees in one place before. It's too bad that BMW is such a large company because a smaller dealer would never survive with customer service like this! More

I normally wouldn't have driven all the way to Norwood (from Rowley) to buy a car, but I knew exactly what I wanted (a certified pre-owned 335xi with Sport and Nav), and what I wanted to pay (less than $3 (from Rowley) to buy a car, but I knew exactly what I wanted (a certified pre-owned 335xi with Sport and Nav), and what I wanted to pay (less than $32k). Gallery was the only place in a 100 mile radius that had a car matching this description! I called to ask if the car, which I found on their website, was still in stock, and it was. I then scheduled a test drive for as fast as I could get to the dealer. I underestimated what traffic was like south of the Pike on a Friday night, and got to the dealership 10 minutes before they closed! But Tom was more than happy to stay late to test drive and discuss financing and my trade in value. I got exactly what I wanted for my trade in, I got the exact interest rate for financing I wanted, let alone a great price for the car I was buying. Because I had gotten there late, I assumed I would have been politely kicked out because it was closing time, and asked to return the next day, and I would have completely understood. But that didn't happen. They (Tom and Paul) stayed with me to get everything in place, so that all I had to do the next day was come back with the down payment. I felt a little guilty but they insisted. But everyone was fantastic, I never felt pressured. The next day when I came in, it was really as easy as giving my downpayment, having Tom explain the details of the car's nav and interface more thoroughly, and I was set. I was very happy with my experience and so pleased with my car. More

Be Aware of this dealership (BMW Norwood), go to any other BMW dealers, this dealer sold me a brand new car which had 600 Mileage. Since It's my first experience with buying a brand new car, I was not o other BMW dealers, this dealer sold me a brand new car which had 600 Mileage. Since It's my first experience with buying a brand new car, I was not offered to agree on the car condition of delivery, They had me paid the deposit a week before delivery, and to sing the contract before even look at the car. More

I brought my 2008 328xi in for service on October 22. The service light was on. The diagnostic system revealed a need for a brake fluid change, a multi-point check and new rear brakes. The first two items we service light was on. The diagnostic system revealed a need for a brake fluid change, a multi-point check and new rear brakes. The first two items were estimated to cost about $400 and the latter about $750. I inquired about the seemingly high cost for the brakes. The response wwas that included pads and rotors. If I had not asked several other questions I would not have found out that the system read that brakes were needed in 4,000 miles and that the rotors may not be necessary. I said hold off on the brakes, call me and I'll decide based on the facts. After leaving, I called my local mechanic who, not surprisingly quoted $450 for the brakes using OEM parts. I was then called by the dealer and was told that the car didnt require new rotors but the pads were going to be $450. I declined because of the huge difference. Note that the BMW labor rate is about $130, slightly less than what many doctors earn. When I returned to pay the bill I was enraged. Why? Hidden at the bottom of the five page invoice was a $25.00 fee for disposal (1 liter of brake fluid). This fee had not been divulged to me during the intake process. BTW, that process is handled in a very deliberate way; all of the potential needs and costs are discussed in great detail. Why was the $25.00 fee not divulged? Hmmmm. I asked the cashier about this. I didnt get a cogent answer. I paid and then returned to the service advisor. She explained that the BMW Gallery had to dispose of the chemicals and there was a cost. There was an inference of ecological ramifications (no doubt meant to instill guilt and facilitate my concession). I noted that this was not divulged in advance when I signed the order. The response was that with inclusion of this fee, the total bill was within the range specified when I signed off on the form. I maintained my composure when I pointed out that the fee was known by them in advance and that the nondisclosure practice was deceitful and tantamount to fraud. The advisor arranged to have the money credited back to my AMEX card. When I got home I noted that the valve cover on my front left tire was missing. Apparently, when the $150 vehicle inspection was performed the technician did not replace the valve cover. My understanding is that the tire pressure monitoring system in the car does not function without a proper valve cover installed. So, I spent $150 to have a safety and operation check and was sent home with a vehicle that was made unsafe by the dealer. As an aside, I have been a long term customer. I leased three cars ($125,000 of sticker) from this dealer in 2008 (this 328 and two X3's). I bought a 1996 740il ($75,000) and a 1989 325 ($25,000.) I sent the dealer a message through their website and received no response. I guess I'll have to drive back there to get my valve cover...doesnt seem right, does it? I told them that I would be posting here and that I will be contacting BMW North America this week. The practice of charging such a fee is egregious and inexcusable. They are obviously thinking that the people who shop there are immune to a mere $25.00 add on to save the planet. I wonder if I should continue using BMW Gallery of Norwood for my service needs. More

Service was very helpful. She was knowledgable and the best advisor that I have had in the last few years of owning a BMW. She surpassed my Lexus experience and looking forward to dealing with her again o best advisor that I have had in the last few years of owning a BMW. She surpassed my Lexus experience and looking forward to dealing with her again on my next service. More

After telling me she could easily service my vehicle, it was an emergency situation and making me come all the way down to the dealership...This was the service rep's (Teresa's) response to me telling her I was an emergency situation and making me come all the way down to the dealership...This was the service rep's (Teresa's) response to me telling her I had spoken with her not more than an hour ago....."honey, you must be confused and misunderstanding something that was said". I reckon I'm just another confused and incompetent female in the world. Shhh...don't tell the bank that employs me to manage one of their $20 billion portfolios...they are under the impression that I am competent and can count past 100, and capable of understanding complete sentences such as "sure no problem, you can come in now, we can handle that right away". I purchased my vehicle at this dealership and have always been impressed with the professionalism and customer service that I have enjoyed. I will continue to patronize this business, I will just request another rep in the future. More

With regard to the ratings I've given, it was without hesitation to say that my experience on 9/14/11 left nothing to be desired; in other words, it couldn't have been better. My request for service wa hesitation to say that my experience on 9/14/11 left nothing to be desired; in other words, it couldn't have been better. My request for service was on very short notice, however the way I was treated all-around made it seem like Jason and Steve had weeks to prepare for my visit. Everything was completed exactly as expected, which really made a difference to me since it was a priority of mine to have this service done today and how essential it is to have trusted advisors when it comes to my BMW. I look forward to continue working with Steve and Jason - a resource I can truly rely on and have confidence that I'm getting the best there is. More

I had a problem with my check engine lite on my m3.the service manger Charlie Antonio and the service writer Matt baker walked me thru the procedure that was needed to remove the check engine lite.every s service manger Charlie Antonio and the service writer Matt baker walked me thru the procedure that was needed to remove the check engine lite.every step of the way was explained to me.Charlie called me personally several times to make sure I fully understood was going to happen to fix my car.to make a long story short Charlie,Matt and the team of technicians promised and delivered what they promised.once I had driven 100 miles I was able to get an inspection sticker just as I was assured by the great team at the BMW gallows service dept.I would just like to say thank you very much,what a awesome team of employees. More

Dealership is professional and accommodating all around. Scot Cafferty (our salesperson) was wonderful and tried to make us happy in every way. Service is excellent. They go to any lengths to make the custo Scot Cafferty (our salesperson) was wonderful and tried to make us happy in every way. Service is excellent. They go to any lengths to make the customer feel 100% More

They found me the EXACT car I was looking for with low mileage, all of the options (and then some) that I wanted, and a terrific warranty program. Tom was nothing short of fantastic to work with and I wou mileage, all of the options (and then some) that I wanted, and a terrific warranty program. Tom was nothing short of fantastic to work with and I would HIGHLY recommend him to anyone. Ironically, I bought my first BMW back in 2001 from this dealership. I am thrilled to be working with them again after recently relocating to this area. And specifically working with Tom - I'm sure the entire sales team is fantastic to work with - but Tom really went above and beyond - even allowing me to keep the car (2004 BMW X3) for an additional weekend as I had a road trip to the white mountains planned. My only recommendation - and it's not to the dealership - is BMW has stopped making this car - the ONLY car I can or will drive - in a manual transmission for the 2011 model. This is a huge bummer -- BMWs are just not the same if they are automatic -- for the true driving enthusiast, we much prefer manual transmission. More