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The BMW Store
Cincinnati, OH
1,550 Reviews
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August 27, 2014
Terrible Follow-Through- before this review The following review was written prior to having my issues addressed by the appropriate personnel. My original overall star rating was 1.6. The below The following review was written prior to having my issues addressed by the appropriate personnel. My original overall star rating was 1.6. The below review was written about two weeks before most of my issues were resolved: I went to the BMW store to trade in a used car and purchase a used BMW X5. While I understand they couldn't do much to change the price, they made a few promises to me on which they didn't follow-through. The car I purchased was extremely dirty because of the construction being completed at the dealership. I asked if the car would be cleaned if I purchased it and they said yes, a full detail to include waxing and buffing. The car had been sitting at their dealership for nearly a year. The windshield wipers were completely worn (all of this hidden by the dirtiness of the car). After buying the car and receiving it, they merely sent it through the wash for a quick rinse (maybe 5 minutes) although I had been there for over two hours. When I got home (80 miles away), I noticed that the car had road paint that I assumed to be dirt (when I bought it) in the wheel wells. The next day, I sent an email to Sarah and asked for it to be fixed. I never received a reply to my email, so I called. I then had to leave a voicemail which was never returned. Eventually, I got ahold of her and she said that they were supposed to get rid of that in detailing and they didn't. She said I could try to remove on my own or bring it by when I'm in Cincinnati. I attempted to remove the paint on my own without any success, so I called back to schedule a time to come by the next time I was in town and I never could get a hold of her. The paint is still on my car and I honestly think it's pathetic that I have to drive all the way up there to have something taken care of that should have been handled day one. I should mention that somewhere in the middle of this, Sarah did send some new windshield wipers (for the front window)- she forgot the back. By the way, the windshield wipers were in such bad shape, they scratched the window- this issue has also been brought to Sarah's attention and I haven't heard ANYTHING! Do yourself a favor and do NOT waste your time dealing with this dealership, they don't have time for you after you've spent your money. Pathetic customer service. You've been warned! -----------------------------------------------end original review--------------------------- Within 12 hours of writing this review, I was contacted by the used car manager, Mark Harless. Mark was very concerned about my issues and stated that he was sorry this had happened and that he wished he had known about it sooner. He said that if he had known, he could have fixed it sooner. While I greatly appreciated his call and his concern, there's absolutely no excuse for poor customer service. I used to be a customer service manager for one of the most well-respected online retailers in the world and we thought the best customer service is no customer service, because ideally you'd get it all right up front. Unfortunately, this isn't always the case, so good companies must have checks and balances in place to ensure the customer is always happy. The BMW store chooses customer reviews as an avenue for ensuring the best customer service. While this isn't wrong, it would reduce customer effort to follow-up with customers within a few days of their purchase to see if they have any issues. As for what happened in my situation, my vehicle was picked up by a driver from a location near my home and taken to the BMW store to address my issues. I was given a loaner car for duration of my repairs. The road paint was removed, the car detailed, back windshield wiper replaced, and a few paintless dents were repaired. The window scratches were not addressed, but I assume this isn't something easily fixed. Overall, I'm now satisfied, but still disappointed in the avenue I had to take to get here. My advice to the dealership, please reduce customer effort by following-up with your customers shortly after their purchase. I was promised a follow-up phone call the day I purchased the vehicle, someone dropped the ball and it kept rolling. More
by jblooney
Employees Worked With
Conor O'Somachain, Mark Harless
August 26, 2014
Painless experience Did some research on the internet and found a nice BMW on their site. I walked in without an appointment and Brandon took care of me. He quickly got m Did some research on the internet and found a nice BMW on their site. I walked in without an appointment and Brandon took care of me. He quickly got me the car I was interested in and went on a test drive. I felt the price we negotiated was fair and took the car home a couple of hours later. The next day I received a follow up call from Brandon, ensuring that I was happy with my new purchase. More
by golfgok
Employees Worked With
Mark Harless
August 25, 2014
Wonderful Experience Paul Kolleck was very knowledgeable about the different models and the option packages available. He listened to what I was saying and somehow even m Paul Kolleck was very knowledgeable about the different models and the option packages available. He listened to what I was saying and somehow even managed to hear what I wasn't saying. He recommended keeping me in a 335i even though I was and saying "328". Turns out he was right and I haven't looked back!. Another thing worth mentioning was that this was my 2nd lease and I did not know what to expect for the end of the first lease. The BMW Store communicated with me clearly and well in advance on what to do and how to prepare for lease end. They made it as painless as possible. Listening to Mr. O'Somachain's Irish brogue while signing the paperwork was simply icing on the cake. As long as I can afford to have the Ultimate Driving Machine, I plan to be a BMW Store customer for life. More
by pknapke
Employees Worked With
Conor O'Somachain, Paul Kolleck
August 15, 2014
Great experience Over the years buying cars from different dealers ships BMW store experience surpasses any experience that I had in the past. They defiantly what the Over the years buying cars from different dealers ships BMW store experience surpasses any experience that I had in the past. They defiantly what the extra mile in my opinion. They definitely earned my business for years to come. I appreciate the help Sarah & Mark & Chico!!! thanks again Todd S More
by tschott1954
Employees Worked With
Mark Harless
August 11, 2014
Get your BMW here !!! Our decision went from BMW back to Mazda because of a dealership near us.Then we decided to check few more BMW dealers through calls and visit them ( Our decision went from BMW back to Mazda because of a dealership near us.Then we decided to check few more BMW dealers through calls and visit them (even though they are a little far away). When we visited The BMW store, it was very welcoming even though we were not dressed for a occasion. We decided on X3 and had specific requirements.Chris listened to what we wanted and the team suggested options that will increase the resale value of our car just in case. They had one slot and were willing to wait a couple of days for us to decide before they put in their order. The finance department was very helpful, else our BMW dream would still be a dream. We were updated on the progress of our car by Chris via email and calls. When we went to take our car, it was waiting on the front for us with a bow. The whole process was a smooth experience. Definitely recommend The BMW store, Cincinnati. More
by praggi
Employees Worked With
Conor O'Somachain, Ric Koresky, Chris Lykins
August 06, 2014
Very Pleased! We have purchased three vehicles from this dealership, the most recent for our son, a new driver. We have been greatly pleased with the sales and fina We have purchased three vehicles from this dealership, the most recent for our son, a new driver. We have been greatly pleased with the sales and financing experience each time. The employees are courteous and helpful. We feel like we have been treated respectfully and fairly with each transaction. The customer service is beyond compare and the service department goes above and beyond to make servicing vehicles actually an enjoyable experience. We drive from north of Dayton to access this dealership and their service department. We will return again and again! More
by Babsongs
Employees Worked With
Todd Chumbley, John Beam, Susan Ward
August 06, 2014
Great Experiences One of my least favorite things to do is buy cars. Chuck Wiener made my wife and me feel comfortable in the process. He was very low pressure, candi One of my least favorite things to do is buy cars. Chuck Wiener made my wife and me feel comfortable in the process. He was very low pressure, candid, and fair. Not my usual experience. And Matt Long in the service department was patient and worked with me to help me get the feel and operational comfort level most needed to deal with the complexities of this car. And Conor was very helpful and efficient in closing the deal. Great Experiences! More
by kurtpatent
Employees Worked With
Conor O'Somachain
August 06, 2014
Great experience, would recommend to anyone I recently bought a new car from the BMW Store, and top to bottom the entire experience was fantastic. I was impressed with the entire staff, but wor I recently bought a new car from the BMW Store, and top to bottom the entire experience was fantastic. I was impressed with the entire staff, but worked primarily with Chris Lykins, who I couldn't recommend more. Prior to deciding on BMW, I had visited a few other dealers in the area and got the typical hard sell. It wasn't that way at all at the BMW Store, and they really want to make sure you love your car. I am also impressed with how much they've followed up with me after I made the purchase to make sure everything was going well and that I was happy with the car. As stated in the title, I would recommend to anyone. More
by reds86
Employees Worked With
Chris Lykins
August 04, 2014
Pleased with the whole experience. We recently purchased a 2014 i3 from The BMW Store. The entire experience was very pleasing from start to finish. Our salesman, Chris Lykins, was ver We recently purchased a 2014 i3 from The BMW Store. The entire experience was very pleasing from start to finish. Our salesman, Chris Lykins, was very knowledgeable about the new all-electric car. He guided us through the ordering process and the car was delivered on time and exactly as ordered. We couldn't be happier with everything. Thanks, Chris and the staff at The BMW Store ! We love the car! More
by gpruss
Employees Worked With
Chris Lykins
August 04, 2014
Certified Pre-Owned Excellence My wife had been looking for a certified pre-owned small SUV for a few weeks. We have owned Volvos in the past and, on a whim, decided to go with BMW My wife had been looking for a certified pre-owned small SUV for a few weeks. We have owned Volvos in the past and, on a whim, decided to go with BMW. My family has owned several, and we decided to take the plunge. After test driving Volvos & Audis, I never thought there was a discernible difference in handling/performance/etc. Enter BMW. Wow. What a fun experience! My wife is THRILLED with her X3! We got a great deal on a 2011 just off the lease. We have been through various certified-pre-owned cars in the past. The aforementioned Volvo experience varies GREATLY from my current Land Rover...but that's another story. ANYWAY...we couldn't be more impressed with the professionalism of the ENTIRE staff at the BMW store. Our salesman, Nick Norman, was fantastic from the get go. I'm looking forward to a long relationship with the BMW service staff, and I mean that in a GOOD way! So convenient and professional. The only problem is a little rift I'm having with my wife. "Can I drive it today?!?!" More
by morndude
Employees Worked With
Nick Norman
