The BMW Store

Terrific Experience and Outstanding Team Beginning with our first visit to consider owning a BMW and continuing through our test drive, decision, selection, order, and delivery visits, we had Beginning with our first visit to consider owning a BMW and continuing through our test drive, decision, selection, order, and delivery visits, we had one satisfying experience after the other in working with our Client Advisor, Chuck Wiener, and the other members of The BMW Store staff. Each one is knowledgeable, professional, welcoming, helpful, and attentive. Chuck has been great about keeping in touch with timely follow-up and follow-though, along with keeping close track of all the details of our purchase. He sincerely wanted us to be totally pleased with our purchase experience and with our new car. The dealership facility itself looks high-end, complimenting its cars and services. Our new X5 is stunning! We look forward to our ongoing relationship with The BMW Store and with Chuck. More

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