Wouldn t recommend buying a used car from here. Sold me a car that now has an issue with the transmission and they claim it s not their problem . Also had bad breaks when I bought the car, took it back a month later and they wouldn t fix it without paying an arm and a leg for it. Told me they would remove the scratches on the car when purchased; they didn t do that either. They just want your money and don t care if the car is junk a month later.
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Jonathan is great in customer service from point of sales to delivery. He shows professionalism and care in his dealing with clients. This is my fifth X-5 and my fourth from him at Faulkner. Kaitlyn in service always provides prompt appointments and follow through. The Faulkner Rewards Select Program is excellent also. It provides points for every dollar spent on service. I would highly recommend this dealership to others looking for a new or previously owned BMW.
Outstanding service! Provided fast and efficient internet service; sent information on cars with just the specs I wanted. At dealer they were friendly and professional. Car was ready and in perfect condition when we arrived. Sales and Finance were great. Offered a class with a BMW genius and even offered to come to my home to synchronize garage opener and car. I highly recommend this dealer!
Estimate was done with Fran who was a consummate pro. Selected them even though they were highest cost of three local firms because of trust in Fran. It was the right choice - the car came back to us like new. They paid attention to details and went above and beyond.
I was very disappointed with the service here. I worked for the Faulkner organization for 2 years and in the store I worked at which was a hyundai store if what happened there with me happened at our store we would all be fired. I walked in and stood there for close to 20 minutes right in the middle of the show room waiting for assistance. I had sales guys and finance managers walk by me... look my direction then turn away. They didnt acknowledged that I was there which was unbelievably rude. I came from Manheim auto auction and wasnt dressed my best bc I'm running around all day there at the auction. So idk if they just assumed I cant afford anything and didnt wamt to waste time helping me but it was beyond frustrating. I own a car dealership myself and I have 3 personal bmws. They lost my business and hopefully someone come train the staff here to have better customer service like they did with us at Faulkner Hyundai. Not recommended.
UPDATE:2/5/2019 Today I had the chance to speak with Paul, A manager at the dealership who was extremely kind and understood my frustration when I came to the dealership! Customer service goes a long way for me and Paul def understand great customer service. We discussed a few things and also about the vehicle I originally came in for at the dealership. I wasn't planning on coming back to this dealership but not after speaking with Paul I think i will give it another shot next time im up in the area! Thanks again Paul and hopefully ill be seeing you soon
Faulkner BMW does it right! I don't often take the time to write reviews, but the service is so fast, friendly & efficient that it is worth mentioning. I have been there several times and have always received excellent customer service (which is a rare find anymore) accompanied by efficient service. Thank you for doing things right!
My story starts on the side of the road with a 07 BMW refusing to move more than 100 feet before shutting off. I had hoped it was the high pressure fuel pump that would be covered under the recall warranty because I am long passed the factory warranty, even though I bought it 2 years ago from a 3rd party dealership.
I get it towed to Faulkner BMW and await their diagnostics. I get a call saying its throwing all kinds of codes but none of which are for the high pressure fuel pump and they would back to me when they sift through it all.
I get the next call and was informed of a $6100 dollar repair job to replace injectors, catalytic-converter and possibly a new DME (computer) for the car. I was told it may just be the injectors for $1700 and if it that did not fix it they would replace the CAT and then in the end they would have to change the DME as a last resort. Well this was a crushing blow to me on a car I owe 11k on and they want 6k to repair it. I of course told her I can't pay that and to let the car sit till I figure out what I am going to do. The service woman told me they would do a 172 point inspection for free so I know everything that is wrong with the car and that they would let it sit for a week or so without charge.
I get a pdf file shortly after with a entire list of the problems and the way they troubleshot it and their "game plan" to fix it.
Trying to make a long story short, I got a OBDII cable for the car thru amazon, got the free software with it to check the codes for myself, and I got the car towed home. The very first night I had the car I pull up the code list and I get a lot of codes, cylinder 1 2 3 misfires multiple misfires and a 30BB code for a DME failure. Nothing about a catalytic converter issue.
I do 1 google search with my codes listed and BAM it takes me to a post from BMW themselves diagnosing this 30BB and all the misfire codes saying yes this month to this month of the 07 year has a known issue with the DME. Some forum reading and replies gives me a good idea on what to do. So I rip the computer out of the car and put my meter on the mosfets just like youtube showed me, and there it is, a bad mosfet on cylinder 3. So I soldered a new mosfet on, found out online usually a bad coil pack will short those mosfets out, so I buy 6 new coil packs and 6 spark plugs for a grand total of $300 including the OBDII cable, and the car started right up. Took 2 days for the service engine soon light to go off by itself and that was it, like it never happened.
From $6100 to $300, SHAME on the Faulkner techs for a very poor troubleshooting procedure, SHAME on BMWNA for offering me nothing but excuses and brick walls, for their car that has nothing but recalls on it, that I of course was not eligible for ANY of.
If I can convince just 1 person to NOT BUY A BMW WITHOUT A 100 YEAR WARRANTY. I would say this post was successful.
Please Please Please do not take your car to the dealer if you are passed your warranty they are complete morons and act like working on a BMW takes some kind of BMW technician, this car is the easiest car I ever had to work on, and it is evident from my story alone they do not care about your life hardships they do not care about helping you out they do not care if you DIE while driving your BMW, they do not care about ANYTHING other than the $$$$$$$.
I will forever remember this $5800 dollars I saved by believing in myself more than THIS TERRIBLE DEALERSHIP.
I will say this, they are good at one thing. They make sure to hire pretty woman for the front desk, which is good I guess. Other than that... I wouldn't show my face in there again.
Lost 2 cars in less than 25 days , so I was looking and found this 2010 prius with 38000 miles on it for a great deal. So I got the car about 2 weeks ago and gave put about 1200 miles on it. This is a great gofer car. Also the third car that I have bought from faulkner bmw. I have no complaints about dealing with faulkner bmw "Devon and Vivic are great" My only complaint is not waiting the 6 months to get the 2020 x5 instead of the 2016 x5
Make sure you ask for Brett Sassman! Hands down the best sales representative I've ever had. I've purchased 4 BMW's now and he by far over delivered. The process was smooth and he never lacked communication. Without hesitation I recommend Brett and Faulkner BMW.
Lancaster BMW is a total rip off. I leased a 80k X6 and turned it in spotless with almost 10k less miles than allowed. We were quoted $300.00 a tire and then at the last second told "oh sorry" we were wrong! We certainly would've put them on ourselves! Awful dealership! No regard for customer service! Never ever will I go here again...stay away!!!
In the business of customer service, I have no problem handing out criticism where it is warranted. Equally, I have no problem commending quality customer service when it's deserved. This is the latter. I want to take time to commend your dealership for the personal and professional attention I was given when my car needed immediate and critical service. I also want to single out service advisor Caitlyn and technician Curtis for their "Let's get it right" attitude and strong integrity regarding themselves and my car. Integrity is a big word. In my profession it is a word that I wake up and go to bed to. So when I see others displaying a strong sense of it, it is highly appreciated. Please pass this commendation along to my service advisor and technician for a job well done. Thanks all.
We have been customers of Faulkner BMW for almost 5 years having tried Apple BMW and Sun Motors BMW before in our 12 years of owning BMW's. The Faulkner service and sales teams have been great as we have bought 2 cars since starting with Faulkner.
We have had a total of 5 different BMW's serviced at Faulkner and we are treated well EVERY TIME! We can't say we had even close to the same experience at the other two dealerships mentioned above. They were a 3 star and a 2 1/2 star out of 5 stars, respectively.
If you haven't been to Faulkner, please call Rob Howry in sales or Caitlan in Service and try them before you buy or get service from either of the other two dealers!
Valet service is great. no cost to do routine maintenance while under warranty which I love. Unlike a local Mercedes dealer who charged my friend over $800 for a 12,000 mile maintenance. A real plus to know your costs are zero (minus inspection/emissions) under warranty.
Great place - treat you like a Million bucks! service is great and follow up very important - pretty good system going on when you take your car in for service. I would definitely recommend this dealer to anyone!
#Best car buying experience ever. I had been to many different dealerships/websites trying to find a used vehicle that suited both my physical needs and my budget. I was able to find a vehicle online that met both, at Faulkner BMW. But what else I got was a customer satisfaction experience that went beyond my expectations. The minute I walked in I was met by the extremely friendly sales manager who took me to the vehicle I had questions about. He explained everything in detail that they were going to do to get the vehicle ready for sale. I was kept up to date on availability, delivery and financing with no surprises, except the savings.This was the easiest and most professional car buying experience I have ever had from the start to the end of the sale. Every question and need that I had were immediately addressed and taken care without any issues. I would highly recommend Faulkner BMW to my family, friends and anyone. Special thanks to Derek and Greg.
Great dealership with friendly staff who know how to find out what you are looking for and deliver to a "T". Tommie Black did an excellent job leading us to the right vehicle for our needs and lifestyle.
Faulkner BMW is just as a BMW dealership should be: Professional, courteous, involved and attentive. Their staff is well-trained, and genuinely interested in the satisfaction of their customers in such a way that goes beyond the standard, "We're your issues addressed?" If you need solid BMW service and sales, Faulkner is surely the dealership west of Harrisburg to take your Bimmer!
I've always had positive experiences with Faulkner BMW. My SA, Jesse Jones, and the entire Service dept have always been very competent and expedient when handling tasks on my vehicles. Further, they provide parts discounts to BMW Car Club members and have a well maintained loaner fleet of recent BMW vehicles.
I got a bmw 3 series. The car didn t have the remote service feature. However at the time of signing the paper work i was told by the salesperson that it will be able to connect to the BMW mobile app once the car is transferred on my name. Later a week or so they told me the feature is not available on this car. Very disappointed. The car vibrates after 70mgh speed. I spoke with the salesperson he said now i need to take this issue to the service department. I won t recommend this dealership unless you re very expert in buying used cars.
Excellent experience from valet service to state inspection to finishing with a car wash. My car stays in tip top condition because of them. As a result, I don't have to have car serviced again until next August. Thanks Faulkner BMW!
My husband and family have been dealing with Faulkner BMW for the past 18 years. During the purchase process Robert Howry has been extraordinary in making sure every detail and option on the cars were just right. My husband is very specific and every time we left the dealership with a new car there were huge smiles on our faces. On top of the fantastic buying experience their service shop has also been wonderful. There is no better Service Rep than Brandon Gentile. PERIOD. He was gone for awhile and Ben always hoped he would come back. Well, he is back and when there was a hiccup with the new 7 series we just purchased it was handled with barely a speed bump. If you are looking for a place to trust to help you find the best car and to take care of it along the way there is no better place. I anticipate as long as Rob and Brandon are employed there we will continue purchasing cars from Faulkner for a long time.
Fantastic Service and staff, Recently bought my 2020 M340 from Faulkner BMW and got to speak with Bryan Watson during the whole buying process, He would always get back to you immediately and answer any questions you had. Highly recommend Bryan and Faulkner Bmw as they were very clean and all COVID guidelines going during this pandemic.
They provided great customer service, and made the car buying process very simple. Rob was my sales representative and was very helpful with answering all of my questions.
Unbelievable service! The Faulkner team is very friendly and customer focused. They go out of their way to make you feel special. A totally noce experience!!!
The team at Faulkner BMW service went above and beyond in every step of the repair, they picked up my car and gave me a new BMW loaner car, kept me up to date and when there was a problem with the repair they got extra coverage to fix that as well. When it was finished they washed it and even delivered it back to me. couldn't have been easier on my part, I would recommend this team to anyone looking for the highest level of customer service available.
Outstanding service in all respects. Jesse (Service Consultant) and Frank (Certified Technician) always exceed my expectations. They seem to know everything about BMW's and answer my questions without hesitation. I have had Jesse for many years and when making an appointment I always ask for Frank to service my car. I'm sure all the other technicians are excellent too, but Frank has been with me for years and his workmanship is the very best.
Great overall sales experience. I drove 3.5 hours from Pittsburgh to purchase a used car from them. It was a much better sales experience than the people I dealt with at my local dealerships. Would defiantly recommend. Great with a long distance purchase. I only wish I was closer to get my car serviced there.
Our second time using Faulkner Collision Center for body work and still very pleased. Jason was very accommodating and communicated accordingly throughout this process. Thanks again!
We always travel the distance to visit this location in Lancaster because of the OUTSTANDING service. They always treat us like VIP and Caitlyn sets the bar high for customer service!
Someone met me at the door and helped me to the service writer. When the vehicle service was complete, everything was explained in detail. To top it off, the car wash was amazing. Great experience!
Polite, professional and knowledgeable. We recently purchased our second BMW from Faulkner BMW in Lancaster. I expect an organization to be good up front when they are trying to sell you something. The thing is they never stopped treating us great. It doesn't matter if we are dealing with purchasing a new car, service or just a question about the vehicle systems they have customer service down. This is what brought us back for our second BMW and our second experience was better than the first. They do an amazing job. My team is Greg Schaub-Sales, Caitlin Hostetter - Service Advisory and Jason Lowery - General Manager.
Went in for the free inspection sticker and they failed the car due to an oil leak. If I had an oil leak, wouldn't there be oil on the ground in my garage? Or wouldn't I need to replace oil every so often? I also left with suggestions to do other repairs for a mere $11,000. I get it's a business, but I always feel gouged when I bring my car here. I am more loyal to businesses that I feel take care of me than to those I feel are there to just make a buck off me.
Customer service was excellent. My customer service rep and his manager assisted me in a quick timely manner from the time I arrived through the door and exiting the facility with my vehicle. I would like to commend the manager who stayed past his duty hours, to put me in a loaner vehicle, when my vehicle broke down. Kudos!!
Meh, not impressed with the service. I was driving a VW and now own a BMW. I think Sutliff VW sets a pretty high standard for service that frankly Faulkner failed to eclipse. Perhaps it's because I didn't buy the car from them? Because I live between Lancaster and Harrisburg, I'll be giving the BMW dealership in that direction the business next time for comparison...
Fantastic service. Jesse in service was able to get BMW to authorize service under manufacturer warranty in spite of car being out of warranty by a couple days. Courteous, expedient, and up front.
Had my car repaired at the body shop. The work was fine, but the customer service rep did not keep my informed of delays. As in, I received a text message telling me it would be done in the afternoon. 45 minutes later when I called to confirm, I was told it would be another four days. Four days later, the same thing happened...text that the car would be ready, I followed up with a call and found it would be held over the weekend
Very good purchase experience. Would recommend them. Greg S., in particular was an excellent salesman to work with. Very knowledgeable. Tommie (finance area) highly recommended too.
Committed to a detail job on or purchase, and they were true to word and did a fantastic job.
Hoping for many years of driving satisfaction with our X5, and a long term relationship with Faulkner BMW.
Extremely happy with Faulkner BMW service. I am going to Faulkner for many years my service advisor Brandon Gentile is very knowledgable and helpful and No wonder I drive over 2 hours to have my car checked. I gave Faulkner and my service advisor 5 out of 5 because of all these years they gave me an excellent experience.
First class experience. First time customer to this dealership, and the folks were super courteous, no long delay for service, and the bill was totally reasonable. I'm really happy with my BMW and Faulkner.
Customer service was amazing ! My Mazda has been hit and I had it taken here to get body work. They kept me up to date throughout the entire process when I needed body work done. They were very clean and professional, especially during the time of the COVID. Everything was plastic wrapped inside of the vehicle when I got it. They were timely and made sure to email me about the progress they made. They even thoroughly cleaned my car and gave me a trial for 3 month for SirusXM. Great job Faulkner BMW collision. Thank you for your hard work and dedication. I really appreciate the service. My car looks great and runs great!
Courteous, efficient, professional service and service personnel. I'v owned BMWs since 1984 and have taken them to several different dealers for service over those years. BMW of Lancaster is outstanding in every respect.
Setting up the service visit was quick and easy. The friendly and courteous staff stayed in contact with me the entire time and the loaner car with valet service was convenient and did not inconvenience my work schedule.
This was a strange time to buy a car with the COVID-19 lockdown, however throughout the process my sales rep Jonathan Hoxworth stayed in contact and worked to get me my new car. With government restrictions we are not able to test drive the cars until the very end of the process. I ended up not driving this car but fortunately I had previously driven a similar model before the lockdown. Faulkner setup a staging office in the entry way where there is only one table and only one transaction per hour. The Process went smoothly and works well for the current situation. After everything was done and I was transferring my belongings from my old car to my new one, I saw an employee thoroughly spraying and wiping down the area. The whole Faulkner team was a pleasure to work with!
Excellent, professional service on a finicky diesel exhaust system that is wildly expensive to repair. BMW uses this system so the can market the diesel model in the US. The engine is great, but the exhaust system is designed to placate the nanny-state regulatory busybodies is atrocious
Only a three star pending whether the change made to the air conditioning system works. Did not work last time it was worked on. Stars can go up or down...time will tell.
The service department was organized, efficient, and friendly. The inspection, washing, and vacuuming of my vehicle were done with precision and in a short time.
Great service. Answered all my questions. Car was fixed and returned to me cleaned, both inside and out. I hope never to need another body shop, but if I do, it'll be Faulkner.
The good points are that they provided a rental vehicle for me while they worked on my 2018 BMW X2. Everyone was courteous.
The only negative experience was that the company was out of windshield wipers that still need to be replaced. With my home so distant from Faulkner in Lancaster, I hesitated to keep the rental care and take it back again the next day. If I lived closer, it would have been no problem.
I highly recommend Faulkner BMW ( now called BMW of Lancaster) not only for the automobile purchase but for the excellent service and attention to your needs after the purchase. My service advisor , Mr. Jesse Jones, is thoroughly professional, skilled and attentive. I couldn't be happier. If I could give a ten star rating to Jesse and Faulkner BMW, I would!
its a shame i had to drive over to york apple to purchase my 2017 BMW.....dave levitan ***attentive respectful personable ...gee what s so hard in filling that criteria lancaster faulkner ...travel the distance lancaster county go to apple york bmw
As usual, experience was satisfactory and executed on time with friendliness. Jedd knows his subject matter and keeps in touch during and after the repair. Brandon's leadership of the team is easily seen in how from the service representatives to the greeter treat the customer.
Faulkner BMW always treats me right. They care, they follow-up, and they do everything else a great business should do. Thanks for all the great work - you definitely have a loyal customer!
They did a great job on diagnosing and repairing our car quickly. The best part was the customer service. We were treated very well, by professional, thoughtful, considerate and sincere people. That makes a huge impact for me. It was so far above and beyond what I jave experienced at other dealers and auto shops that it makes owning a BMW worth the investment.
I've never had any problems here. Sad to say I have warranty elsewhere but I can't stop myself from coming here. I love it, quality service with very friendly staff! I would recommend every and anytime.
I had my car in for a Factory Recall for the Airbag. I could drop it off after my work hours and they had a nice loaner vehicle staged for me to use. I could have the Recall done the next day and could again drop off the loaner and pick up my car after my work hours. It worked out Very Well! The only thing is I ended up with a laundry list of problems with my car, some I knew about already and the one thing was a big surprise. All totaled quote was more than the car is worth, so I choose to fix most of the issues myself. I had ask them to do the Recall not to assess for every minute leak in my engine bay. I would have ask them for that if I wanted it done.
Very happy with Faulkner's service - Jesse Jones always makes sure I'm taken care of with a loaner and updates and I know my car is in good hands with him and the rest of the service team.
I would give this place 6 stars if I could! I wish I reviewed this establishment 3 years ago when we bought my 2011 328xi wagon. Nevertheless, Faulkner BMW is extremely friendly and motivated to sell BMWs. Our salesman for my car was Tom (I think?) and he was very friendly and willing to negotiate over my rare wagon. I've been so happy with my wagon since we bought it and it's been very reliable. The service department at Faulkner is very professional and knowledgeable as well; they do not give any sense of condescension and they're very friendly. However, I take my car to get serviced at a different place because it's more convenient. All in all, great experience and I'm very grateful.
This is THE gold standard of BMW dealerships. Greg Shaub was awesome to work with and the entire team in top notch. I would highly recommend stopping by to buy a new or used vehicle.
Always good with Faulkner BMW. From the day I walked in and bought my car, to all the various service activities since then - professional, courteous and responsive...
The service group at Faulkner BMW, did not help me at all. I took my BMW 328i to my regular mechanic because the engine was making a loud and unusual noise. After working on it, he said the car needed a fairly costly repair, but it was covered under the warranty due to a recall that was issued for this vehicle. I took it to Faulkner and they said the work was not covered and wanted to do $3,800 worth of work on the car to "get it running". I had to pay BMW, $228 for them to just look at the car and not even try to help me. I then took it back to my mechanic and he said he would see what he could do. He ended up doing the work that should have been covered under the BMW warranty due to the recall at a cost of a little over $1,000. The experience with BMW's service was frustrating and a waste of my time and my money.
This review is specifically about my purchase experience at Faulkner BMW of Lancaster. FYI, I hate shopping for cars but mother nature did her thing through hail that totaled my 5 series. It all started with the Internet Advisor, John Censier, who took time to let me know about the vehicle availability, the cpo inspection report, the warranty that came with the vehicle, and intro to the Sale Advisor, Jon Hoxworth. The experience with the John contributed to my decision to drive from Frederick, MD to Lancaster, PA. The sale's group professionalism as well as willingness to negotiate without any negativity really cemented my experience. Jon and Derek worked to make the experience enjoyable. I would have given this review a 5-star expect for the wait period before getting to the Finance side of the business. I was scheduled to get to finance at 1530 but the finance folks could not see me until around 1630-1645. With that said, Thomas Black, finance manager, was phenomenal during paper signing and giving an overview of other products he recommended. I did not experience the pushiness car sales people usually exhibit when they encounter a potential customer. I stated what I wanted and we negotiated. The experience was great! At the end of it, I went home with X3.
Went there to purchase a used car.If you weren't there to buy a new BMW or if you arrived wearing a work uniform instead of upper class attire. The staff was cold & professionally rude towards you . They made you feel unwelcome & treated you in a very condescending manner.
By far the best customer service hands down, everybody was so willing to work with me especially Greg Schaub who helped me to find the best car that fits my lifestyle. I really appreciate how prompt the service was. Communication was great I ll definitely be coming back to buy my next new car, and I ll definitely recommend family and friends to purchase a vehicle with Faulkner BMW.
Faulkner BMW service has been great to work with. Jesse Jones is very professional and goes to great lengths to provide an excellent customer experience.
I really hate having to give a 1 star review to Faulkner BMW. I started this experience in an extremely positive manner. Not only did i buy my 535i x-drive from them, two of my friends went down and bought BMW s within a week of me buying my car there. My salesman and Faulkner s finance manager convinced me to buy the 3rd party extended warranty. I agreed with them that it sounded like a good idea to shell out the extra $4,850 for the warranty, so i would not have to worry about anything going wrong with my vehicle for the next 3 years/36,000 miles. One of the exact selling points made by the finance manager was that if the screen goes out, that will cost you $2500 alone he used the screen as a selling point to get me to buy the warranty. For the first two years, i have had almost no problems with the car. I actually only put 17,000 miles on it. A few weeks ago my screen actually did go out on me. I thought to myself at least i know this is covered, since Tyler (the finance manager) and Devin (my salesperson) used my screen as the exact example to sell me the warranty. I called Faulkner, told them what happened and that i had to bring the car down. I was then informed that this almost $5k warranty that i paid for does not cover the screen. What?!? I was literally sold this warranty by using the screen as an example of an expensive problem that would be remedied by having bought this warranty. I literally would not even be that mad if i had bought the warranty and the screen wasn t covered, except for the fact that they USED THE SCREEN AS THE EXAMPLE! The way Faulkner handled this screen situation has completely ruined my relationship with the dealership. They could have recognized their part in the confusion and tried to remedy this relationship but they did not. The mentioned parties both lied and said they never mentioned the screen directly and they both know that they did. I would suggest you go to any other BMW dealership before this one!
Overall my purchase experience was lackluster. I had a better experience purchasing my Honda. I had previously purchased a Mercedes and was expecting similar proficiency with BMW. When we came to the dealership we were passed from one salesperson to another. I feel this was a good thing as at least the last salesperson we dealt with knew about the vehicle we purchased coming off from a lease. However because we were buying a used BMW, the sales representative gave the impression that the deal was beneath him. We had expressed the interest of buying a second used BMW with him and have never heard back from him. After the purchase we were passed to a sales process of selling us an extended warranty that felt like a "timeshare" sales presentation where they tried to up sell us warranty options. I would have thought that this would be something dealt with on the initial purchase of the BMW not a guilt/pressure trip on a product that should speak for itself, "quality, luxury vehicle". After that we were passed to a BMW expert. This guy was well versed on the electronics of the vehicle but not the mechanics. I guess that is what should be expected? After we left the dealership we have not heard anything back from Faulkner except for this survey. Car seems great. Experience with dealership, OK.
faulknerbmw.com
