BMW of West Chester

So, I wanted to share my recent experience with Ralph Nofsinger @ Otto’s BMW. While I was disappointed when I initially arrived at Otto’s and was not greeted, and after 30 minutes of browsing without any Nofsinger @ Otto’s BMW. While I was disappointed when I initially arrived at Otto’s and was not greeted, and after 30 minutes of browsing without any engagement by a salesman, I had to ask someone (who was Ralph) for assistance. He was overtly apologetic for the oversight and went out of his way the rest of the afternoon to help me test-drive 5-6 vehicles (I must admit I am also not a fan that the INSIST they always accompany the test-drive, which feels a bit untrusting, Audi does not do this). I returned the next week with wife and son in tow and Ralph again was very helpful (despite handling 2 deliveries in the process). It was at this point he assured my wife and I that they would honor USAA pricing. Fast forward to yesterday when we located two cars (one in NY and one on the way to USA) close to what I wanted; suddenly the tone changed regarding payment for additional shipping, which he was unwilling to give the actual cost. Then today, I got a call, from some finance manager at Otto’s (reminiscent of the kind of tactics used at a Hyundai dealer) questioning my “proposition” as she called it, which was simply the stated USAA pricing (per USAA website) and ideas for resolving the additional shipping (for the one vehicle). Then, today I get a rather cold email from Ralph listing there “best price” for either car including one that did not have the additional shipping cost). Problem is, both prices were $3,000 more than the USAA pricing. To make matters significantly worse, I was later contacted by Ralph who insisted that my wife and I were lying by suggesting we heard him agree to USAA pricing (later he said it was a misunderstanding) and he later suggest that I the sale manager was returning my call (even though I have never even heard of her)! So, I am conflicted in my assessment as I like to be as honest and objective as possible and I think Ralph is a solid CA upfront, as evident by other reviews, but I also caution you to be careful dealing with him or the sales manager if you are looking to negotiate, as my encounter ended in lies and typical car-salesman mealy mouthing. Furthermore, I recommend anyone thinking Otto’s will consider ACTUAL USAA pricing avoid this dealership entirely! REVISION TO REVIEW ON SUBMITTED MARCH 15, 2013: So, despite the fact that my main problem with Otto's surrounded their salesman's blatant lies to my wife and I, which resulted in us wasting our time on two occasions by falsely suggesting they would honor USAA pricing (we realize you don't, perhaps you should educate your staff to that effect)! The dealership not only contacted me via this website, but sent me a certified letter suggesting that my review was full of lies and misrepresentations, mostly based on the suggestion that I "was greeted" and that I did not wait 30 minutes to be seen. So, to that effect let me say, while a receptionist may have said hello as I walked in, she did not ask if I needed assistance or a salesperson; I then proceeded to sit in a 3 series, X-1, 535, walk all around the right side of the show room, past a number of salesman unwilling to even ask if I needed assistance, then sat in a 528 (still have my phone programmed from playing with the bluetooth) where I then fiddled with the interior (only to find out later this car was isolated for delivery), only then did I ask Ralph for assistance. This sequence felt like it took 30 minutes, and I welcome Otto's suggestion to produce the video (you have my approval as long as it is not doctored) for all to see. I doubt it was the 5 minutes they suggested, but if so, I will revise this statement to say "I walked around and sat in many cars waiting to be helped for what FELT like 30 minutes." Now, my challenge to Otto's, is address the real issues here: 1. Your salesman lied on multiple occasions about honoring USAA pricing (which my wife and I both confirmed, and Ralph later sarcastically apologized for, but without willingness to resolve his folly), and despite our multiple attempts to clarify our position up-front, which we have done with a number of local dealers successfully in the past who don't participate in USAA pricing but chose to honor it to earn our business Otto's resorted to further complicated matters by having another finance or sales manager call me the same day and scoff at my "proposition," to which I clearly explained, as I did for Ralph, as I will again; I am a disabled Veteran who has served my country and is fortunate enough to benefit from USAA pricing when I buy a car. for certain makers (like both BMW and Audi) the USAA participating dealerships are farther away than my local dealerships; therefore, I always go to the local dealers first to see if they are interested in honoring USAA pricing to both gain my business and my servicing business. This is EXACTLY what I told Ralph, and he said he would be more than happy to honor that, until of course it came time to discuss the actual deal, when all of a sudden Otto's price was $3,000 over USAA pricing. (One such location is Wynnewood Audi, where we just took delivery of our beautiful 2013 A6 3.0T Prestige. This dealership went out of their way to make us happy and I must say is a shining example you could take a lesson from). 2. I personally believe in being as fair and objective as possible, even when offended, and I stand by my original assessment of Otto's. I also don't appreciate being called a liar without strong support to rebut my accusations. If your (Otto's) only evidence is a video showing the time I traveled around the dealership was inaccurate (which you have yet to offer to share with me), it hardly begins to address the beef of the issue with your business! In fact, Otto's arrogant behavior in trying to defend themselves without holding their own employees accountable further illustrates why this is a dealership I strongly recommend someone who want to be treated with honestly and respect ensure he/she avoids! In closing, as Otto's stated in their accusatory response to me, I also trust Dealer Rater will "do the right thing" and ensure this fair and open assessment is made available to others, who I hope will be able to glean enough knowledge from my poor experience to avoid ending up in the same quagmire to which I was stuck, as it has become clear to me that Otto's has no intention on receiving constructive criticism, taking any internal accountability for errors or show any interest in improving customer relations, and based on this and their other aforementioned unsavory behavior, I strongly recommend anyone reading this would do well to avoid this business! More

First time there I serviced my 2002 E39 M5. No good! First time there I serviced my 2002 E39 M5. Beth, Themis and the M-tech who worked on my car were great. Actually all employees were friendly and prof First time there I serviced my 2002 E39 M5. Beth, Themis and the M-tech who worked on my car were great. Actually all employees were friendly and professional. Outstanding communication, service and quality. The dealer is more expensive than smaller shops but they offered me several discounts to ease the pain :). I will definitely go back and I strongly recommend them. 2 years later the rear door vapor barrier has failed. BMW you are NO good! More