BMW of West Chester - Service Center

In 2012, my wife and I recided to purchase a new X5 diesel. We emailed various dealerships to get their best price for the vehicle in the options that we wnated as we hate the bait and switch that they diesel. We emailed various dealerships to get their best price for the vehicle in the options that we wnated as we hate the bait and switch that they love to do. The two frontrunners were Thompson and Ottos. Even though Otto's was nto in USAA's network, they honored thier price and was about $1,500 cheaper than Thompson. Since then I have brought both my X5 and M3 for service. Their service reception has somethimes been slow and I have waited for up to 15 minutes as my advisor was dealing with another customer. You would think I would be assigned to another advisor. I hade the check engine light come on and they had to keep the car for a week trying to trouble shoot it. When I went to pick it up, the light came back on and I had to bring it back. This time they kept it for another week but were able to fix the issue. I understand that these are complicated vehicles and there are a host of sensors that could go bad. I suspect that it may have had something to to with my Thompson BMW installed hitch and break controller. I still go back to them fo service and they have treated me right and have gotten the job done so I cannont complain. More

Original complaints of defective items not corrected on first visit. I now have to reschedule another visit to correct original defects. I have a scheduled appointment for next week. first visit. I now have to reschedule another visit to correct original defects. I have a scheduled appointment for next week. More

My new vehicle was damaged while at the dealership during a dealer recommended installation of an aftermarket product. My vehicle was driven to my home without my permission, approximately 20 miles, and see a dealer recommended installation of an aftermarket product. My vehicle was driven to my home without my permission, approximately 20 miles, and seen on a residential street speeding. Overall, horrible experience and I wish I had purchased the vehicle at another dealership. More

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

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

Every time I go into this dealership I am greeted promptly and courteously. Everyone seems happy to be there and eager to help. I wouldn't go anywhere else for sales or service! promptly and courteously. Everyone seems happy to be there and eager to help. I wouldn't go anywhere else for sales or service! More