turymtz on DealerRater
8 years ago
05/17/2012, 01:05 AM
I'll start off by saying that the customer service at this dealership's Service Dept is second to none. I had limited contact with the desk that receives you, just what was needed, but it was a pleasant experience nonetheless. I did have extensive contact with the person coordinating the repair with me, CJ Broll, however. The contact was extensive because the work done on my 325i needed some revisiting; the quality of the initial work done by the mechanics/technicians was bad, honestly.
I still rate the quality of work as "4-Good" because they ultimately got it right. On the road to getting it right, CJ went above and beyond to make it right. I understand mechanics can miss things, it happens to all of us. . .we're all human. But what isn't a given is the customer service behind the work, even AFTER your keys have been returned to you. Not only did CJ make it right, but followed up with calls to make sure the car was running great.
Customer service AND Friendliness I rate a 5. Again, my experience was pleasant when I got there. The 5 rating is really based on my experience with CJ.
Quality of Work, is a 4. Again, the work on my car had some loose ends and the car began to misfire. I took it back and the work was fixed. The work was preceded by good diagnosis of the issue, so a 4 is a good assessment, IMO. Had I not had to return the car for service, I'd rated them a 5.
For the overall experience, I wrestled with a 4 or a 5. Having to go back to get the car re-fixed was a hassle, but the extent to which CJ went to rectify the problem, and followed up with me after the fact was so above and beyond . . . Ultimately I have to say it was great. Again, mistakes happen . . .it is a given. Great customer service isn't a given. So, based on that, I'd say my overall experience is a 5.
For price, again this is only for the service department's work, is a 4. Their prices are pretty standard, I 'd guess. Most of the time, the work was covered by the extended warranty.
These cars kinda sell themselves, to be honest. The only question is WHERE you'd buy a BMW from. This dealership isn't the closest one where I live, but I'm buying my next BMW from these guys based solely on how well they take care of you. So while CJ isn't in sales, I guess you can say he's sold a car for this dealership in the near future.