BMW of West Springfield

Best Car Buying Experience! I purchased a new car from this dealership through Bryce Piemonte in January. Bryce was pleasant and reasonable, and most importantly I felt that he I purchased a new car from this dealership through Bryce Piemonte in January. Bryce was pleasant and reasonable, and most importantly I felt that he really worked hard on my behalf. I got the deal I wanted without time-consuming and high-pressure negotiations. It was the best car buying experience I have ever had! I arrived at the dealership with the fair market price, financing options & rates, the monthly payment for a specific model and options after having done my homework from Edmunds.com, kbb.com, and bmwusa.com. After a test drive, Bryce quoted a price that is much higher than the fair market price. I gave him a "homework" to work with his managers to get me the deal I want and left the dealership. After a couple of short negotiations over the phone, Bryce came through with the deal I wanted. I appreciate Bryce for working hard on my behalf and giving me the best car buying experience. Thanks a lot, Bryce! More

POOR SALES SERVICE, SALESMAN and GMgr; RENEGED ON QUOTE Picture this. Off/on over the course of 18 months I showed my interest in a leftover, "new" 2014 335xi dealer exec car. Multiple times I initiated Picture this. Off/on over the course of 18 months I showed my interest in a leftover, "new" 2014 335xi dealer exec car. Multiple times I initiated "negotiations" with Steve King (SK), resulting in this final response each time. "I need to check with Job". (Job is the GM) The result? Except for our last discussion, despite follow up emails and calls on my part, I would never hear back from SK (or Job). In October, several months after our last interaction ended, I had my 2011 335i in for service. I stopped by to talk to SK to see if they had sold the 2014. "No, it's still here". And so, for the umpteenth time, negotiations began (again). SK asked me to get back to him with "what do you need to make it happen". So after researching depreciating values again, I did, in writing, via email. This time, he did respond, with a written quote, very close to my offer, via email. Very shortly thereafter I emailed back saying it was acceptable. What I didn't know is that my response crossed paths with another from him in which he said he had "made a mistake" and that he had to withdraw his written quote. He had also left a vmail on my phone, saying the same thing and that he would get back to me after (guess what) ... "I check with Job". You can guess the result. Yep. Never heard a thing back. I emailed SK and Job several times afterward. Nothing but silence; and then the car was no longer on the website. Had another buyer come along and offered a better deal that exact same day? Had they played me and another buyer off one another and I lost? Likely I will never know…. I must admit, in all of my years' experience in car-buying, I have never, ever heard of a dealership reneging on a written quote, having to "withdraw it". Have you? Withdraw a written quote? Really? Follow up emails to both SK and Job to this effect fell on deaf ears at BMWWS. Not surprising tho; my experience with them has proven I shouldn't expect anything more. Or should I? After all, I'm just an existing BMWWS customer, who facilitated a 2015 X5 sale to a relative, and who was very interested in upgrading to a new BMW. I wonder, would BMW Corporate expect more? If you’re looking for a BMW dealer that handles customers professionally, and with courtesy, I would avoid this dealership. Mike Cahill Hatfield, MA More

Worst Car Buying Experience Ever I went to BMW of West Springfield in search on a used 2015 BMW 328 with a specific technology feature. The manager at the dealership told me there we I went to BMW of West Springfield in search on a used 2015 BMW 328 with a specific technology feature. The manager at the dealership told me there were not many vehicles with that feature so if I wanted that specific feature I would need to buy a new car and if I paid $2k more he would try to find a new car with that feature. I agreed and a few days later the salesperson contacted to tell me they found the car and could have it at the dealership in a few days. I agreed to buy the car although it had both interior and exterior colors that I did not really like, but as I told the salesman and manager, I was willing to take the undesirable colors and pay the extra money to get the specific technology feature I wanted. A few days turned into a month, partially due to dealership errors, and finally the car arrived. When I picked up the car and asked the BMW Genius to demonstrate the technology feature. He told me this was a newer feature and he wasn’t sure how it worked but would research and get back to me. Note that prior to buying the car I also spoke with the same BMW Genius to confirm the technology feature I wanted would work with my smartphone. Two months after I received the car and after a number of phones calls from me to the dealership, the BMW Genius confirmed the vehicle I bought does not have the technology feature I wanted. I understand this is a newer feature and not all salesmen, managers etc. are familiar with the technology but in this case where the buying negotiation was focused primarily around this one feature; because absent this one feature, many dealers had vehicles that met all my other requirements in colors I preferred and costing less, I would expect when the dealership tells me they can get a car with a specific feature, I should be able to trust the feature will be included. This experience has truly tainted my impression of the BMW brand. Not only that the dealer would sell me a car that does not include the feature I ordered, but the poor responses to my calls and emails. After my second email the general manager, Job Pimentel, to inquire how the dealership was going to handle to issue, he didn’t even bother to respond. I have purchased many cars and this is the first time I have ever been unhappy with my purchase. I regret the day I walked into the BMW of West Springfield dealership. ---- Thank you for your response and apology, but I do want to respond to a few points in your note that would make my review seem unreasonable. First of all, it is a misstatement to indicate I was offered new car with additional features for the same price as used cars on the lot. I am sure you would have many people flocking to your dealership if you could make that happen. As I stated in my review the offer was for a new car with the feature at a cost of an additional $2k. Second, it is a misstatement to indicate I did not express my desire for the technology feature until the ‘second encore delivery’. On the day I came to the dealership to look for a car, the majority of the discussion was focused on the technology feature. I expressed exactly what I wanted. I spoke at length with the BMW Genius regarding the feature and the fact that it would not work with all phones. We discussed whether it would work with my phone and model, a Samsung, or whether perhaps an iphone would better. I recognize the technology package includes heads up display, but that is only one feature of the package and is unrelated to the topic of having the car and phone in sync for receiving and sending text messages. When I received the car and the BMW Genius was reviewing the features and we got to this feature, he was unable to set it up. He indicated this was a newer feature and he was not sure how to set up it up, but would research and get back to me. I accepted this as reasonable because it is a newer feature. Finally, your assertion ‘the function is not possible on any BMW at this time’ just illustrates my point that BMW of Springfield representatives do not fully understand the features of the cars you sell, and this resulted in the dealership representing they were selling me a car with the feature I requested when in fact the feature was not included. If the function is not possible then BMW has managed a tremendous hoax (yes, sarcasm) based on the following; when I described the feature, one of the dealership technicians explained his wife had the same feature and it worked fine on her car; BMW ran a national TV ad for some time highlighting the feature on the BMW 3 series models (the model I purchased); the manual for my car has a section dedicated to setting up the feature; and finally when the dealership acknowledged my car does not have the feature they explained the feature required not only the technology package but ‘enhanced bluetooth’ which my car does not have. While I acknowledge that I was not aware there is an ‘enhanced bluetooth’ option, I believe when I request a car with a specific function, the dealership representative should have adequate knowledge of the options or packages needed to supply that function. More

Consumer report In November 2015 I purchased a 2014 Audi RS5 convertible through BMW West Springfield. At the time of sale a full car report was pulled by BMW showing In November 2015 I purchased a 2014 Audi RS5 convertible through BMW West Springfield. At the time of sale a full car report was pulled by BMW showing no problems or accidents on the car. They provided me with the original window sticker and stated, "this is everything the car has". I specifically asked if the car had the original Audi warranty. Since the car had under 15,000 miles, I was told yes. I requested a maintenance agreement from BMW. They stated I'd have to get it from Audi. To date, I've taken the car in for inspection 3 times. 3 times it failed. I was told by the inspectors that the computer in the car needed to reset itself, since they were not able to get any readings from the cars computer. After the 3 fails, I called Audi Schrewsbury. The car was due for its 15,000 miles maintenance. I told them about the problem. They were to complete the 15,000 mile maintenance, put new winter tires on the car and have it inspected. Audi contacted me and stated the car would NOT pass an inspection because the car had been "chipped". Being unfamiliar with the term, they explained that the cars computer system was altered. Making the Audi warranty void. I was unable to get the maintenance agreement due to this as well. The car is now red flagged by Audi. Last, no inspection sticker. In short, I would have to put out all money for any maintenance on the car or any repairs. To give you an idea? The first maintenance due is $1,500. A brake job is over $5,000. Before I bought the car, I repeatedly asked if they went over the car. Were any changes made to the car. They said it went through their service department and there was nothing wrong with it. Prior to buying, I called Audi & provided them the VIN number. They stated the car was still under the original warranty. I've been going back & forth with Audi Schrewsbury & BMW West Springfield. BMW wanted to pick my car up from Audi to run their own diagnostics and consult with another Audi dealership to see what could be done about the car. That was over 1 1/2 weeks ago. In short? Nothing could be done to "fix" it and put a warranty back on the car. When I spoke to Chris (manager of sales at BMW) he apologized profusely for the error. He "took full responsibility " for the "mistake". He stated he would find out why this wasn't caught before they bought or sold the car. He admitted, on their recorded line, that they screwed up. Audi Schrewsbury also agreed with Chris that they did indeed screw up. That it should have been caught prior to buying it or selling it. I've requested a full refund from Chris at BMW. After several days, they've written back stating they will start the refund process. BUT, they were deducting for depreciation of the car (3 weeks??), mileage on the car. Depreciation because I'm a smoker. They also stated they over paid for my trade in. My trade was a 2011 Audi A5, paid in full. I also paid the RS5 in full at the time of purchase. How can they have overpaid for a car that was paid in full? There was no lien that they would have to show a bank that my trade was worth more than it actually was? I have numerous emails going back and forth between BMW and myself, plus BMW and my husband. I will gladly furnish all originals to your office. I'm not looking for a dime more than I spent acquiring the car. The typical purchase price, taxes, the trade in for the A5, the clear coating bra warranty and the tire and rim warranty. Plus the cost of the new winter tires. At this point, I'm not even looking to be reimbursed for the auto insurance. I just want what's honestly due to me. I want this over. I've been without my car over 1 1/2 weeks. Yet I'm still paying excise taxes, insurance, etc. I believe, in all honesty, I shouldn't be penalized for their admitted mistake. I'm not asking for a newer car. I'm asking for a full refund. The dealership is located in Massachusetts, it's registered in Massachusetts as well. I also live in Massachusetts. More