We moved to West Virginia with our BMW X5, and boy were we in for a surprise when we tried getting service for it from Moses BMW in St. Albans/Charleston. Here is how the typical service experience worked: We live about an hour away from the dealership, and their service was only open normal business hours, so for any kind of service we had to give up our regular productive work, and take the car to them. It typically took an hour to get there, an hour to come back and a couple of hours there, all in all half a day wasted. Now after this, they would typically not have the part in stock, so we go home, and repeat the process again after a few days when they do get the part - another half a day off from work - leave the car there to be fixed, ask my spouse to leave work and come get me (another two hours wasted). And then when the work is done, repeat the process and waste another few hours - times two people - to go get it back. When we asked for a loaner, we were told that "since you did not buy the car here from us, we don't HAVE to". Of course the fact that we did not buy it from them because we moved from a different state and could not possibly buy from them because we did not live here did not make any difference to them. They did have a loaner program, but it was only for cars purchased from their dealership. After going through this experience multiple times, we finally talked to the service manager and told him that we had two luxary cars, a BMW and a Mercedes, neither brought from here becuase we moved to here. The Mercedes dealership sends someone to the hospital (from a different state), gets our Mercedes from the parking lot, leaves a loaner for us, get our car serviced/fixed, washes and vaccumes it, and brings it back to us, without us lifting a finger. And we have not wasted any of our time for this. Compare that to the BMW, where we waste half a day times three. This was not what we expected from a luxary car dealership. His answer was again the same, "You did not buy it from us, so we don't have to - had you bought it from our dealership, we would do the same as the Mercedes dealership" When I said I did not buy from you because we moved here from a different state and could not possible buy from you becuase we did not live here, but if this is the attitude you have, you are not making me want to buy from you when we do decide to buy our next car, thier answer was - could you beleive it - "if you want a BMW, you have no choice - we are the only dealership in the state" They were right, it was like living in Russia, you had a choice of one out of one, and they knew it and did not think they had any reason to provide good customer service. So even though we liked our BMW, we could not live with this dealership service levels any longer and we decided to get rid of the BMW. Our experience is only with the service side, not sales, but we will not give them any of our business if this is how they treat their customers. If you have a choice, avoid this dealership at all costs. Bottom line, great car, lousy dealership!!
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