Nalley BMW

Michael Innocent is da MAN !!! Before I took my car (BMW 750Li) to Nalley BMW, I heard very BAD things about their customer service, professionalism and effectiveness....I took it t Before I took my car (BMW 750Li) to Nalley BMW, I heard very BAD things about their customer service, professionalism and effectiveness....I took it there anyway and I must say that the experience was truly mind blowing. My advisor Michael Innocent was one of the BEST I have ever had and he took very good care of my car...was extremely helpful and knowledgeable....not to mention professional. This will be the new place that I take my BMW for all service needs. Nalley....GOOD JOB !!! More

Poor dosnt begin to soften the disappointment I experienced I was browsing vehicles today, looking to replace my truck that has over 350K (2003 Chevrolet 2500HD that has been a magnificent reliable workhorse) w I was browsing vehicles today, looking to replace my truck that has over 350K (2003 Chevrolet 2500HD that has been a magnificent reliable workhorse) when I started browsing the reviews. I got to thinking about what kind of reviews were occurring on the Nalley BMW site. Just curiosity. Lots of Stars! OK, am I the only person that has ever had a bad experience with these folks. Could it be that there is a different level of support provided depending on whether you purchase the vehicle there or not. Or maybe because its not brand new. My E93 is super cool and very much fun to drive and yea, its used but its mine and I love BMW’s. Truly magnificent automobiles! So here goes and mind you, thru ought all of this, I never heard from the General Manager. One of my associates mentioned that I should have approached him/her with this prior to completion of the nightmare but you have to understand just how completely frustrated I was at the time. So I am offering this in the hopes to offset some of these glowing Stars! Long Story for a review but you need to know the complete story to appreciate just how poorly Nalley BMW supported me. I have owned my 2011 335i Cabrio for 2 months and three weeks. It had 58K on the odometer when I purchased it. I consulted BMW enthusiasts, BMW specialists, and had the car mechanically inspected prior to purchase. It had a clean bill of health and ran extremely well for exactly 2.5 weeks. At that point in time, the car refused to start. The odometer was at approximately 60K miles. I had it delivered to a local European Auto Mechanic for evaluation. He determined that the Valvetronic Servomotor was shot – by code and then by testing. It took three weeks between parts delivery and the 3rd party insurance that I had purchased to approve the work and then finally to determine that the DME (Brain) had also failed – by code and documented testing. Here is where Nalley comes in to play. The DME is covered by a BMW 8/80 Emissions warranty. The car had to go to Nalley as they appear to be the only local BMW dealer that accepts my warranty plan and I was instructed by the insurance that that was where the car needed to go unless I felt like paying for the service myself. It took them (Nalley) 4 working days to determine that the DME was in fact dead. It took them another 26 to tell me that my car was ready for pick up. But wait, there’s more. My service advisor was very courteous but I still cringed every time he called. We spoke at least every three days or so. There was always a delay or some process that was not available. You would think that programing a DME would be a service or process that a dealer service department would provide. Not so with Nalley or perhaps with BMW as a whole. As I understand it, it is a two part process – flash and then program. You would think they would have had that down but it took an out of town specialist to get the ValveTronic Servo Motor to talk with the DME. Hold on, not finished yet… Day 26. The car was supposed to have seen two test drives, a short around the block and something much more substantial – 50 miles or so. So, the conversation with the service advisor went something like this “It’s running but you probably need to come in” or something like that. Turns out that the car had a hesitation and was running poorly. The mechanic stated that the spark plugs were fouled, the injectors were pulling a code, and it might need coils as well. Wow, the car was running fabulous until it didn’t start. Then the Valvetronic Servomotor and the DME was replaced and programed and all of a sudden I need injectors and plugs. I had replaced the plugs while the car was at the previous mechanic as a 60K service; the car never had an opportunity to start with the new plugs. When I mentioned that it was interesting that after they performed their programming my car suddenly needed injectors and plugs. I set myself up, I said that I wasn’t a BMW mechanic but it seemed to me that there could be some correlation. The shop super said that I was right, I wasn’t. Really respectful and a bit arrogant from a shop that cant fix my car! So the injectors and new plugs go in and I’m all good. Not yet. It gets better. Oh, and you would have thought that I would have gotten some privilege and they would have gotten back to work on my car. No, back to the end of the line. The mechanic had started working on another vehicle and I would have to wait. No sense of urgency at this point is a bit remarkable don’t you think – Day 26 and all? Day 30 or so – I cant remember. I am at the dealer to pick up my car. I get there at 0700. At about 0730 I am told that they cant find my key. Its apparently locked up in the mechanic or techs tool box. We are waiting for him to get to work, running late. The previous day I had mentioned to the service advisor that I hope that after all of this, my car would be cleaned. Bad mistake. At 0900 the service advisor came to me and said he had some REALLY bad news. This should be funny in a wretched sort of way. While in route thru/to the car wash, one of my mirrors was ripped off the car and some body damage occurred. I was told that the water pressure was severe….. Why are you taking a convertible to a car wash – especially a car that appears to be cursed to put it mildly. I am not entirely certain of the amount of body damage and only heard of it thru my local mechanic – pretty cool on his part to be looking out for me! Hold up, yes, this continues to get better. I was finally offered a loaner. After 30 days. Didn’t need one but I was never offered one. Just a post script in an otherwise terrible experience. My wife had dropped me off so I had no way of getting home. So I took possession of a Nissan Rogue that I promptly returned the following morning for fear that a tree limb would fall on it furthering my misery both financially and mentally. Would have been nice to ride a 328 but that’s the way things have been going for me. They must save them for their special customers, sorry, that was in poor taste. In any case, while my car was being prepared to be delivered to the body shop a catastrophic oil leak was discovered. Seems that the brand new valve cover gasket that the previous mechanic had installed had failed. In the Army, that’s a dead line fault. Cant move the vehicle. Remember, the car never started until Nalley got the DME to work. A note about the previous mechanic, he specializes in German automobiles. He’s not shade tree by any definition and I trust him implicitly due to his manner and professionalism as well as brief visits inside his shop. Blaming him for a failed valve cover gasket was really in poor taste and why did they only discover it on the way to the body shop after a 50 mile and around the block check out. Yes, the last is supposition but after the plugs, injectors, and a cracked Air Charge pipe I wasn’t buying any more property or bridges. After several days – two I think – and several back and forth’s about if the gasket was an authentic BMW gasket and whether it was purchased at a BMW parts dealership and a spirited discussion about who was responsible for the repair it was explained to me that I would need to deliver the car to the previous mechanic for 100% warranty repair and then return it to Nalley for body work. More heated discussion and finally Nalley decided to pick up the repair. This was not as clean as I have described and you can imagine my state of composure by this point. I must remind you that the service advisor was always very respectful and that this small point is the only reason this business gets one star! I am in the Military, 34 years, and rarely am out of uniform due to my schedule so I need to maintain bearing at all times so as not to bring discredit to the service, so I definitely tried to maintain my attitude during this fiasco, and yea, I get it, beating up the waiter rarely provides you better cuisine. But enough is enough. I am certain Nalley handled this entire situation extremely poorly and I still didn’t have my car. Not sure when I was going to get the car back. Promised later that week, but who can say. The insurance and yes Nalley, have borne the brunt of the financial piece and I am only into this for about $1,700.00. Total expense is easily over 6K. Thank God I purchased that warranty! Oh, and one last thing. The Nissan Rogue has more blind spots than my old 1958 Flexible Bus. While trying to leave from Nalley BMW for work – finally, I was attempting to back up. I looked in all my mirrors and put the car in reverse. I hadn’t moved yet. All of a sudden, I hear a hard banging on the vehicle. My windows were rolled up so I didn’t quite catch what the Nalley employee was saying. Seems he thought that I was going to run him over. You have to question the mentality of someone who after seeing that the driver of an automobile has zero visibility on you and the backup lights on the vehicle are illuminated they continue to engage a very dangerous situation by persisting on their chosen path. What arrogance! This does not surprise me in a Nalley culture of “business first - customer whenever” or so it appears in my very close and personal experience. Nalley continues to raise the bar. Day 37 I got a call from the Service Advisor. Seems the car had a bit more damage than they thought originally - to the tune of $2,300.00. Now we are over $8K. I wont have my car before 11 July (13 days from now). But the car will be perfect according to Nalley…. wow Day 39 Gonna go see the car damages today… Day 39 Surprise. The car is ready earlier than promised. No star for obvious reasons – need I say more. The car runs appropriately and looks correct. Going home with my car, finally. I have 12,000 brothers and sisters and no one will accuse me of being a Paul Revere but if conversation arises, I will not hesitate to share my experience at Nalley! More

Great buying Experience Chris was my sales rep and he was awesome! He went above and beyond to meet all of my buying needs. Very polite and knowledgeable and also very friend Chris was my sales rep and he was awesome! He went above and beyond to meet all of my buying needs. Very polite and knowledgeable and also very friendly! I truly love my new car and I will definitely go to Chris for any of my future BMW purchases! More

Ed B is outstanding I have been a client of Nalley BMW for 5 years. Ed is professional and fun. Thanks for everything. Nice entertaining you guys and crew! I have been a client of Nalley BMW for 5 years. Ed is professional and fun. Thanks for everything. Nice entertaining you guys and crew! More

Ultimate Driving Experience! I have a X5 BMW and it is truly the Ultimate Driving Machine! I love it! Dexter Zackery was the most professional, helpful and knowledgeable salesman I have a X5 BMW and it is truly the Ultimate Driving Machine! I love it! Dexter Zackery was the most professional, helpful and knowledgeable salesman ever! He made my car buying experience an exceptional, very smooth one and I have recommended Dexter and Nalley BMW to several of my friends and they had a similar happy Nalley experience! I will definitely be a repeat Nalley BMW customer. More

Excellent Such a great experience once again at Nalley BMW. Dexter was awesome once again and really knows about the vehicles. Thankfully he is not pushy and ma Such a great experience once again at Nalley BMW. Dexter was awesome once again and really knows about the vehicles. Thankfully he is not pushy and made me feel comfortable to ask any questions I had. Thanks Dexter an Nalley BMW. More

Outstanding experience Having searched for a very specific used vehicle for a number of weeks, I have seen quite a few dealers and independent lots. Then I got to Nalley BM Having searched for a very specific used vehicle for a number of weeks, I have seen quite a few dealers and independent lots. Then I got to Nalley BMW. What a world of difference. Chris worked with me to find the right car, and make sure everything was right about it before going out the door. He was a helpful advisor, not a pushy salesman. He cared about my buying experience more than simply trying to push whatever was in stock on me. My highest compliments to Chris and Nalley BMW. I highly recommend them. Tom More

Buying a new car Ryan Wilensky was amazing!!! We originally were looking at a BMW 528, perhaps CPO. Then the 428i Gran Coupe caught our eyes. Ryan worked very hard to Ryan Wilensky was amazing!!! We originally were looking at a BMW 528, perhaps CPO. Then the 428i Gran Coupe caught our eyes. Ryan worked very hard to get us exactly what we wanted and ultimately located the right car at another dealership, seamlessly having that car transported here for our analysis. The cherry on top was the test drive where he showed us what the car could do and then, we got our chance to get comfortable on both the normal streets and the highway. Using all the dealer incentives and Black Friday deals, we got a really good final price. Ryan Wilensky demonstrated the standard all dealerships should strive to achieve. I will fervently recommend Nalley BMW to anybody in the market for a new car. - Thomas Mathew Jr. More