BMW of West Chester

Love the car, hate the service department I brought my Love the car, hate the service department I brought my car in on Friday and here it is Wednesday at 2:00 pm and I still don't know if my vehicle is r Love the car, hate the service department I brought my car in on Friday and here it is Wednesday at 2:00 pm and I still don't know if my vehicle is ready for pick-up. I called Friday afternoon to see if my AC was fixed and if service had identified the persistent squeak coming from the rear (a problem that I brought it in for a year ago but they were not able to hear it - get hearing tests for your mechanics). I was informed at 4:45 on Friday that my vehicle would not ready. Monday afternoon at 3:00 I called again and spoke to Lisa who was covering for Steve, who was on vacation. I was told that the technician did not come in on Monday and that my car was still in pieces and they wanted the original technician to work on it. So why wasn't I notified of this Monday morning? I had an appointment on Tuesday after work and would not be able to drop off the loaner, therefore I had to keep the loaner until Wednesday. That brings me back to my first statement that no one has called to tell me if the problem was identified and fixed and that my car is ready. All of this wouldn't be so bad if Ottos didn't already have a track record of poor service since I got the car. I had to return 5 times before the trunk lock was finally fixed properly. Plus someone there had been driving my car and left the gas tank almost on empty. I had a previous experience with Beth when the AC not working where she treated me like an ignorant person who didn't know how to properly set the AC (that time it was a leak, so that is the second time in less than 3 years that the AC has failed). I was waiting in the upstairs lounge that day and said I had an appointment and needed to leave by a specific hour. When no one came up to give me an update, I came down to be greeted with, "where have you been - we've been looking for you!" Well, if anyone had been looking they would have found me right where I said I would be. Another time, I had the tires rotated and as I drove away, the flat tire warning light came on - I returned directly to the dealership. After waiting for a while, I was told it was fixed but the light came on again after I drove off. Had to have the dealership pick up the car to have that fixed. I could go on and on. Seems like no one in service really cares if you are satisfied and that they have done a good job. All they care about is that the survey is completed with 5 stars. I am in the market to get another car in 2012. Unless the service experience is improved significantly, I will go elsewhere. Heath Cameron - good; Steve Borden - good; Luke - helpful. Themis - put someone else in charge of service or go over to Piazza Acura and see how well they treat their customers. More

We purchased a new BMW from Otto's BMW, West Chester, PA because the BMW dealership we dealt with previously no longer met our expectations. Kevin Mahoney, our salesperson at Otto's, did not pressure us to because the BMW dealership we dealt with previously no longer met our expectations. Kevin Mahoney, our salesperson at Otto's, did not pressure us to purchase and was extremely patient with my spouse, the primary driver of the new vehicle. Kevin spent as much time as we needed on the day of delivery to cover all aspects of the vehicle. Our Financial Service Advisor, Matthew Austin, had us in and out of his office in 15 minutes, and was very helpful and courteous in completing all of the documentation associated with the lease of our vehicle. On a final note, Otto's gave us a gift certificate to spend at their BMW gift shop. We felt this was a unique and fun way to bring our car buying day to a close. We have purchased a number of cars over the years--most of them BMW's, and we have never had this type of positive buying experience before. In my opinion, Kevin Mahoney is the salesperson to see at Otto's. And, Otto's is the place to shop, buy, or service a BMW. More

We had been shopping around for a new car and had visited many dealerships. We had narrowed our choice to 3 dealers and were looking to find the one that stood out from the others. We had purchased one other many dealerships. We had narrowed our choice to 3 dealers and were looking to find the one that stood out from the others. We had purchased one other car from Otto's and were very satisfied with our buying experience. We decided to try them again and were rewarded with another great experience. Jay Miller has shown to be both courteous and completely knowledgeable of his product. He worked very hard to secure us a deal at the right price and is always available to answer any questions we might have. More

I've had CPO warranty work done multiple times here on my 750i and have been very satisfied. I've also bought parts for my own install as I have full tools and a lift at home, so I do the non warranty cover 750i and have been very satisfied. I've also bought parts for my own install as I have full tools and a lift at home, so I do the non warranty covered work myself; they will typically work with you on parts prices for me and that is a plus. I request the same SA now (Steve) because I've come to trust him and he is always pleasant to deal with. I do think the techs need to keep an eye open, on one occasion I did find what I presume was a vacuum tube left disconnected after brake service for a recall; since I'm a car guy I didn't mind reconnecting it but was fortunate it wasn't something critical. Overall I can't complain, they always greet you accordingly, and I've always been able to get a loaner when needed. The reviews for Devon Hill scare me so much I won't consider taking my car there even though they are right up the road from my office. I've been to Otto's multiple times now and don't plan to go anywhere else as the sense of comfort and expectation established isn't worth going to an unknown for me. More

Going to Otto's BMW you are met by a great staff, getting to you on time, making sure all your needs and questions are taken care of. That is great, now the bad.... Everytime I take my 2005 BMW in for serv to you on time, making sure all your needs and questions are taken care of. That is great, now the bad.... Everytime I take my 2005 BMW in for service, my first question to the service rep is" who's vacataion am I paying for this time?" This is sad, so many bad experiences there (I still believe in BMW and BMW parts, hence I keep returning there), as an example, a simple oil change ($163 + of course teh $73 Standard scope), becomes a major problem when the oil leaks when I go home. Now you think, heck happens! 3 times though? Then, on one return for oil leaks, I all of the sudden have issues with oil pump? Coincidence? Yea, how many coincidence must one have! As I said, the people who greet you and take your car in for service are so friendly (another reason I return), but the problems you have after you get your car back is a big headache! Then, add on the charges, basically they double the price for parts and labor, well, it cost me $61.50 to replace a light bulb (are these Penndot workers?) Sad. Because of this I will never buy another BMW again, move on to and up to Mercedes. January 28, 2011 update I was contacted by Otto's BMW today, and I do appreciate the call back. Ottos BMW does strive to keep the customer happy, and they go out of their way, hence the reason I still go back to Otto's BMW. I just wish I could have more faith in their Technicians as I so in their service staff. I upgraded this review and state, YES, I would recommend using Otto's BMW service, you will be treated very very well. More

Honest!!! I lost the key to my 2008 535xi; went to inquire about a replacement. I met and spoke with Mr. Cameron and, before I had time to order a new key, I was buying a new car!! Mr. Cameron was e inquire about a replacement. I met and spoke with Mr. Cameron and, before I had time to order a new key, I was buying a new car!! Mr. Cameron was extremely personable, I don't even think he had any intentions of trying to sell me another vehicle. After a test drive, I was sold!! This is my fourth BMW. The other three were purchased from the West Chester (Otto's) dealership; but after my other salesperson, Gabe Szabo, retired, I didn't feel as though I was being disloyal. Losing my key turned out to be a good thing. More

We recently leased our 2nd BMW from Heath Cameron @ Otto's BMW in Exton. Moved from a 328xi to a 535i x-drive. Heath is patient, knowledgeable, courteous and friendly. If you're looking into BMW, Hea Otto's BMW in Exton. Moved from a 328xi to a 535i x-drive. Heath is patient, knowledgeable, courteous and friendly. If you're looking into BMW, Heath is an excellent resource. Our experience with the Service Department at Otto's also receives high marks. They value and respect our time and strive to provide the best possible service. More

I was originally referred to Heath at Otto's for my first BMW purchase. Devon BMW is much closer to my home, but the attitude there is snobby. Today I bought my second M3 from Heath, and enjoyed the transact BMW purchase. Devon BMW is much closer to my home, but the attitude there is snobby. Today I bought my second M3 from Heath, and enjoyed the transaction as much as the first purchase. No pressure, but very professional. Heath knows his BMWs, and the pricing is fair and consistent. The Exton location has excellent service, and they go out of their way to accommodate your schedule. I would never consider another BMW dealer. More

Heath Cameron was a great help when getting our new car. Although we built the car online before coming to the dealership and knew exactly what we wanted, he politely informed us about additional options an Although we built the car online before coming to the dealership and knew exactly what we wanted, he politely informed us about additional options and about pros and cons of some of our choices, which was very helpful, especially since he managed to do so without being overbearing or condescening. Technical prowess and efficiency can be expected, but Heath brings something very refreshing to the table - namely respect for the customer's time and preferences, as well as the customer as a person, which is certainly not too customary in his line of work. We'll definitely be looking for Heath when the time comes to get a new car in a few year's time. More