Ferman BMW - Service Center

Great Experience Brought my sons 03' 325Xi in for some work. They did a great job on the car, treated us great, and made us feel very comfortable with a dealer experi Brought my sons 03' 325Xi in for some work. They did a great job on the car, treated us great, and made us feel very comfortable with a dealer experience. Returns calls very quickly, and very clear and concise on repair work. At one point even pointed something out something that was minor and not needed for immediate repair, but mentioned that down the road it could become an issue. Didn't feel pressured at all on repairs. Great Experience! More

Terrible Experience! After reading positive reviews about the service department at Ferman BMW, I was beyond disappointed with my experience. The only reason that I gave t After reading positive reviews about the service department at Ferman BMW, I was beyond disappointed with my experience. The only reason that I gave this review two stars is that all of the people I have spoken with on the telephone have been courteous — the only positive thing that I can say. I have never been treated with so much condescension and so little professionalism in all my years of driving. I arrived at the dealership having shared my concerns about the car when I confirmed my appointment. When I arrived at the dealership, I reviewed my concerns with Douglas, the service representative. Shortly after, Douglas approached me with a post-it with notes scratched on it and said (I’m paraphrasing) ‘I wanted to go over this with you before we go any further to see what you want to do’, he then proceeded to give me vague information about what “might” be wrong and said ‘all this might cost $3,000 to $5,000, so what do you want to do before we go further?’ He then asked, whether I had thought about a trade-in, or had plans to purchase another vehicle. It was as if they couldn’t be bothered to perform a proper diagnostic test and give me a written estimate for whatever repairs needed to be done. (Is this a typical sales technique?) I replied that I couldn’t make a decision before knowing what repairs were actually needed and had an actual cost estimate. The second indignity was about the car battery. I came in with concerns about the battery. Douglas informed me that because the battery was accessed through the trunk of the car and that I had “a lot of stuff” in the trunk that they would not check the battery. When I finally received the diagnostic report, it contained very little that was substantive and nothing that I did not know coming in. Instead, I was told that I would need to return, leave my vehicle for the day and spend an additional $400 to have further testing done — with no loaner available because I live beyond the 50 mile radius (I live 56.8 miles away). There was no resolution about the state of the car battery, and no estimate about the two definitive issues that were found with the car, and misstatements and inaccuracies on the report about my complaints. And for this privilege, I paid $170. After two calls to speak to Paul Scaglione, the service manager about my experience, I am still waiting for a response. Needless to say, when I am ready to purchase my next BMW, it will not be from Ferman. More

Pleasantly surprised I first went to Ferman 3 years ago. It was a horrible experience all the way around. People at gas stations would approach me as i was gassing my car I first went to Ferman 3 years ago. It was a horrible experience all the way around. People at gas stations would approach me as i was gassing my car to relay their horror stories about the dealership. In February it was time to get another car. I searched for 3 weeks and finally the car i wanted showed up a Ferman. I had no choice. From the moment i arrived the changes were evident. This new staff offers a kindness i had never seen there before. It is kept a lot cleaner than it was 3 years ago, employees who don't have to speak to me do so anyways in an over the top friendly manner, and i find handwritten thank you notes in my car waiting for me after service. 3 years ago i had work done and my car was returned 2 me stalling out at traffic lights and emitting white smoke from my exhaust. When i addressed this with the old staff I was given a brush off. Yesterday was my 1st true service visit on the new car. I have a service warranty and was afraid that might lead to sub par service. Untrue! They care for my car as if i were spending the thousands of dollars it takes to maintain a twin turbo 750. I love my preowned 750. I enjoy my time at Ferman, and i truly like the staff. Thank you Ferman. More