BMW of Norwood

Service dept is top notch. My service advisor, Carlos, is the reason I drive the extra 30 minutes to go to BMW Norwood. My service advisor, Carlos, is the reason I drive the extra 30 minutes to go to BMW Norwood. More

I purchased a $45,000 pre owned vehicle from Norwood BMW at the end of April. Within a weeks time of owning the vehicle my wife noticed the sunroof was not working. I was instructed by Norwood BMW to bring at the end of April. Within a weeks time of owning the vehicle my wife noticed the sunroof was not working. I was instructed by Norwood BMW to bring the car back to repair the sunroof. After two weeks of them having the vehicle and performing “repairs” I received the car back. After the first rain storm my wife was in with the car for we found that now the sunroof had a terrible water leak filling my one year old daughters car seat. After having it checked out by another dealer it was determined that corners were cut on the repair to save money and because of that a massive was leak was created. I spent weeks reaching out to the saleswoman (Liz), sales manager (Tom Macdonald) with no response. Meanwhile my wife’s car had water leaking throughout the entire headliner and through all the interior roof lights. We did our best to keep it garaged, but unfortunately with this years rain that wasn’t always possible. I was finally able to get permission from the sales manger to bring the car to another dealer of my choice for an estimate of the repairs. As Norwood BMW took months to finally get back to me to resolve this issue I now not only need a sunroof assembly (initial problem), but I also need the car’s interior to be cleaned and the headliner to be replaced (mold). I tried for weeks to communicate with the sale manager of the repair findings to seek approval for repair, so I could get my car back. After multiple messages with the sales manager, and numerous staff members, I finally reached out to Alex Archer the General manager. I was called back by Alex and explained to him my unfortunate situation. He right away made the statement that his dealership shouldn’t have helped me with the sunroof repair to begin with, but already had, so now-he would have to look into it. I questioned how an item not working on a $45,000 with in days of ownership wouldn’t be something they would take care of. His answer was that it wasn’t a safety item so it wasn’t their problem. I would think creating a moldy environment for my four child and my wife is a safety item. At the end of the call he instructed me to forward him the repair estimate I had received from my ford dealer. He told me he would call me back the following day. This morning has been over a week and I still haven’t heard from Alex or his staff. I have left multiple voicemails, etc. I can clearly see the staff gets it’s communication skills from its leadership. I find this to be very sad. I was finally able to reach Alex via email this afternoon and was promised a call back from his Sales manager today. Still no call back. I have been in the automotive industry for over thirty years I can honestly say I have never dealt with such a unprofessional, uncaring dealership. I now have to return my loaner vehicle that my ford dealer had comped me to save Norwood BMW money on the repair, as I can’t get any answers or approvals. This whole ordeal has caused a lot of stress to my wife and I, not to mention the lost time spend chasing down people to help me. I strongly urge people to think twice about doing business with this dealership, as once you sign on the dotted line they could care less about helping you. More

Carlos was very responsive and accommodating. Theresa is always great as well!! 15 words min Theresa is always great as well!! 15 words min More

I was charged $119 for a vehicle check on 9/11/2023. In the description Tires were part of the inspection but clearly not tire pressure. Today my tire pressure monitor goes off, both front tires were In the description Tires were part of the inspection but clearly not tire pressure. Today my tire pressure monitor goes off, both front tires were 31 psi, supposed to be 33 psi. Not too far off. Left rear 41 psi, right on target. Right rear tire 29….WOW the ball was clearly dropped. I get email after email about having a high end vehicle and the maintenance needs of the vehicle. I agree it is a high end vehicle too bad I didn’t receive high end care. Clearly I don’t share the experience of others and the stellar service they’ve received. I also purchased the wheel and tire package when I bought the vehicle. I purchased the vehicle from BMW Norwood used with a gouge in the rim. I didn’t see it until the paperwork was done and I was taking delivery. My salesman told me not to worry because I had the wheel and tire package and it can be addressed at some point. Not the case as BMW Norwood was nice enough to tell me they could repair it for $190 and that my wheel and tire package doesn’t cover what they deemed to be cosmetic. I wasn’t aware that missing material from a rim (M class) is considered cosmetic. Buyer beware! A lesson learned hard is a lesson learned well. Won’t be going back ever and I will tell anyone looking for a vehicle or service about my experience. More

Theresa in Service was excellent, car was delivered quickly, clean and all service was complete. Again, excellent. quickly, clean and all service was complete. Again, excellent. More

Great customer service and help with all matters. Very impressed with the service rep I worked with. Very impressed with the service rep I worked with. More

Carlos did a great job with the service. The latest experience was good and efficient The latest experience was good and efficient More

Great staff, absolutely recommended to anyone who drives a bmw and wants their car to be looked at the professional standards!!! a bmw and wants their car to be looked at the professional standards!!! More

Very nice staff who are helpful and losten to what you are saying. They keep you uodated the whole time. are saying. They keep you uodated the whole time. More

Service was great. Host was great. Timing was good. Update on the car was good. Host was great. Timing was good. Update on the car was good. More