BMW of the Main Line

On 1/3/2022 I went to BMW of the Mainline to purchase a BMW X5. I am a new customer to BMW and always wanted to own an X5. I sat down with a BMW Client Advisor (James Jones) who showed me several different BMW X5. I am a new customer to BMW and always wanted to own an X5. I sat down with a BMW Client Advisor (James Jones) who showed me several different vehicles. I settled on the “certified”pre-owned 2019 BMW X5 which was fully loaded. The vehicle needed parts before it could be sold to me. I left the dealership on 1/3/2022 under the impression that the parts were being ordered, and once everything was completed I would receive a call to finalize the deal. After weeks of not hearing any news on the status of the vehicle I reached out to James Jones who let me know he needed to confirm everything was a go. I received a call and agreed to finalize the purchase on 1/31/2022 (28 days later).  I inherited a 2020 Dodge Ram with 11000 miles fully loaded. This vehicle was a trade-in, in which I received $54,000 for my trade. The 2019 X5 was listed for $58,997.64 which I brought in a cashier's check in the amount of $12,000.00 to cover the difference and the additional maintenance package I intended to purchase. The sales of the vehicle was finalized under the pretense that everything in the certification report was completed and the vehicle was good to go.  The total amount of the purchase of the 2019 X5 with all the fees and the maintenance packages was $70,891.51. As I was getting ready to leave the dealership the Client Advisor went to bring the vehicle around so that I could take ownership and notice the PDC malfunction warning on the monitor in the vehicle. He advised me that someone from the service department would be calling me to schedule an appointment to have the vehicle fixed. (This was noted in the certification report prior to the sale, but wasn’t fixed) The following week I received a call to schedule a day and time to bring the vehicle in for servicing. The vehicle was scheduled to be dropped off on 2/17/2022 at 9:00am. A few days after scheduling my vehicle for service I then called the dealership back and spoke with James Jones to let him know of the new issues I was having with the vehicle. (The rear passenger window would come back down after being rolling up, the lift gate wasn’t working) He noted the other issues and relayed these issues to the service department. On 2/17/2022 I dropped the vehicle off and spoke with someone who took all my information and proceeded to tell me that used cars have issues and if I didn't want any issues I should have brought a new car. Strike #1 and 2 with poor customer service on behalf of BMW. That day I was given a loaner vehicle to drive until my vehicle was fixed. I also asked to see the certification report on the vehicle which I was given. Later on that day 2/17/2022 I looked over the certification report, only to notice everything that I had an issue with, with the vehicle was notated in the certification report but wasn’t fixed. I called the dealership and asked to speak with the manager, I spoke with Jesse Lurito the Pre-owned Sales manager and was advised that the General Manager Joe Serock would be giving me  a call back to discuss why I was sold a vehicle under the pretense everything was fixed and certified per the report. Well the General Manager never called me back nor has anyone else from BMW mainline.  Today is 3/4/2022  @ 8:00am 15 days later (I purchased the vehicle on 1/31/2022 and took it in for repair on 2/17/2022, only having the vehicle I purchased a total of 16 days)  I finally received a call from someone in the service department by the name of Greg who was following up with me on the status of my vehicle. Greg was on "vacation" and no one else bothered to following up with his customers was what I was told. I explained to Greg my issues and told him how unhappy I am as a first time BMW owner and how I would NEVER purchase a vehicle from BMW again. Greg assure me that he would follow-up with the sales manager and get back to me with an update. I received a call about 30 minutes later telling me that the vehicle was ready and that I could pick it up. Greg and I agreed that someone from BMW would drop my vehicle off to me and pick-up the loaner  at my work.  At 3:30om today 3/4/2022 the vehicle was brought to my work. I checked to make sure the issues I complained about were fixed before the gentlemen left. NEEDLESS TO SAY NOTHING I COMPLAINED ABOUT WAS REPAIRED. THE VEHCILE WAS ALSO BROUGHT BACK TO ME FILTY DIRTY. I CALLED GREG AND COMPLAINED YET AGAIN. I AM SO DISGUSTED WITH THE SERVICED I RECEIVED AT BMW MAINLINE. I DO NOT WANT THE VEHCILE AND WANT A CHECK IN THE AMOUNT OF $70,891.51 THE AMOUNT I PAID FOR THE VEHCILE. IT IS INCOMPREHENSIBLE TO ME THAT NO ONE WOULD CHECK TO MAKE SURE ALL THE REPAIRES WERE ADDRESSED AND CORRECTED BEFORE ATTEMPING TO RETURN TO VEHCILE BACK TO ME. IT IS ALSO POOR CUSTOMER SERVICE AND A LACK OF TRUTHFULNESS ON BMW FOR NOT CHECKING TO MAKE SURE THE VEHCILE WAS PROPERLY WORKING. I HAVE NEVER WORKED WITH SUCH IGNORANCE OF A GROUP OF PEOPLE IN MY LIFE. THIS EMAIL IS TO MAKE YOU ARE AWARE OF WHAT KIND OF PEOPLE WHO WORK FOR YOUR COMPANY. I WOULD GREATLY APPRECIATE IF YOU REACH OUT TO ME WITH HOW AND WHEN I CAN RETURN THE LOANER VEHCILE AND WHEN I CAN PICK UP MY CHECK FOR THE 2019 X5 WHICH I DO NOT WANT.  PLEASE SEE MY CONTACT INFORMATION BELOW. NEVER GO TO BMW MAINLINE   More

Good customer service but the service dept still can’t get the issue with my hatch resolved after two visits. get the issue with my hatch resolved after two visits. More

This is the worst dealer I ever been to since owning a car. The workers do not listen to the customer. They also don’t make the customers service a priority. The managers do not call you back when there i car. The workers do not listen to the customer. They also don’t make the customers service a priority. The managers do not call you back when there is a problem. If your car is getting worked on and there is an issue your definitely not a priority the new customer is. The workers here will lie to you. They do not make things right with a unhappy customer getting money is there priority! Please double check behind there service representative’s because they don’t listen they do what they want to do! More

Good service and polite salesman with accommodation while waiting and willing to show options and comparable prices and vehicles waiting and willing to show options and comparable prices and vehicles More

Excellent work on my car with clear explanation of the work to be done. Also, my service advisor could not have been more helpful or more friendly. work to be done. Also, my service advisor could not have been more helpful or more friendly. More

This dealer is clean and the service folks are friendly and nice. I like that you receive a video of your car being serviced. Keep up the great service. and nice. I like that you receive a video of your car being serviced. Keep up the great service. More

I had to take my car in for a “quick” recall repair. The appointment was at 8:30 am and I got there at 8:25 am. I waited OVER ONE HOUR to “check-in” with a service advisor. I’ve taken other cars to Mer The appointment was at 8:30 am and I got there at 8:25 am. I waited OVER ONE HOUR to “check-in” with a service advisor. I’ve taken other cars to Mercedes and Subaru— they know that the appropriate way to treat customers is to check them in immediately (when they walk through the door) instead of having them wait for someone to call them. After all, once you’re checked in, you can relax & take care of other things (use the bathroom!) knowing that your service is underway. I finally went up after 50 minutes to ask when I would be checked in? A female service advisor barked at me that I would be called when it was my turn and told me to sit down. After 60 minutes of waiting, I was finally called to speak to a service advisor. By then, I was livid since this was supposed to be a quick repair and I had to get to a meeting. I asked to speak to the advisor’s manager and raised my concerns with how I was treated. The manager got involved and helped ensure that I was out of there after another 45 minutes. So that was over 1.5 hours of waiting for a minor recall repair. I shouldn’t have had to escalate the situation. Also, why can’t they simply check us in when we get there? I appreciate that they may have been short personnel but -people who came in after me were seen before me! Why would anyone think this is the appropriate way to treat customers! Don’t get me wrong, I love my BMW but I will seriously consider having it serviced someone else to avoid the aggravation. That being said, their sales department is great (really enjoyed working with Lou Whitener) — these cars essentially sell themselves! They do, however, need to revamp their service department. More

Kind and helpful personnel and prompt service. I will definitely recommend this dealer for service to other bmw owners. definitely recommend this dealer for service to other bmw owners. More

I don’t feel like a valued customer. I always feel like I was cheated whenever I get my car serviced. was cheated whenever I get my car serviced. More

Overall the service was okay . My only complaint is that the car wasn’t returned on the day I was advised it would be returned nor was I advised car drop off/delivery would be delayed. I was texted the bill the car wasn’t returned on the day I was advised it would be returned nor was I advised car drop off/delivery would be delayed. I was texted the bill through after I called to check the status of the car. More