Brett Despain

Review of BMW of Murray

Who knows how good they are? They won't answer the...

Who knows how good they are? They won't answer their phones! I've bought 2 BMW's from them over the years and my impressions of them are all over the map - from excellent to extremely poor.

1. Bought a 1999 328i that was "certified pre-owned" and sold as "Accident free". Nope. After taking delivery and doing a very thorough detailing I discovered the the left front fender had been replaced/repainted. Doing a more exhaustive search revealed a credit card receipt from the previous owner tucked up underneath the seat railing. I found the owners phone number and called him. Sure enough, the car had been in a rather extensive accident. Called BMW headquarters in New Jersey and was told that the car shouldn't have been sold as "certified pre-owned". I brought this info to the dealers attention and was met with a blank stare - not willing to do anything for me.
2. Two months later the transmission goes out. Guess what, the transmission for my car was made in Zuffenhausen and is not available in the U.S. Car is in the shop for 3 weeks waiting for transmission to be flown in. Good news is they give me a new loaner car to use.
3. Nine months later, wiring harness goes out. Car completely dead. Again, no parts in stock. Car at dealer for over a week.
4. Had enough. Raise holy hell with the general manager and demand some action. Gives me low ball deal for trade in (which I refuse) but a fantastic deal on a new BMW. Bought new 2003 330i.
5. On and off good and bad experiences with the service department. Their turnover rate is huge. Have a hard time keeping a good service advisor.
6. Today - five phone calls to BMW service. First one gets lost in a transfer. Second, placed in hold-hell then hung up on. Third, finally reached service scheduler, tell her I have a simple question for a service advisor, she places me on hold and again I get hung up on. Fourth, back to the service scheduler tell her I got hung up on, transfers me again and it goes straight to voice mail. Fifth call, main operator transfers me again to the service department where my call is met with a voice mail.

I wish my experience with these guys was more consistent. I really want to like them, but overall I have a pretty bad taste in my mouth. I also have a 2005 Lexus that has not had a single problem. Routine maintenance at the dealer is an exceptional experience. Night and Day better than BMW of Murray. Too bad, BMW may be "The Ultimate Driving Machine" but my customer service experience has been "The Ultimate In Extremes".

You've been warned.