BMW of West Springfield

by Purdy330 on 12/24/2016

Fantastic service. A dealer isn't just about the sales experience; it's also about how they keep you happy after the sale. I had an issue with my 335i that was never before seen by myself (an automotive broker) or the service department. After changing plugs and coils (by myself and a master mechanic with whom I regularly work), the idle went to 6500 rpm. The team at Gengras methodically hunted down the issue. They kept me updated daily and provided a loaner while my car was being worked on. They were beyond friendly and always answered any questions or concerns I had. They went above and beyond for me and my car going so far as to talk directly to the engineering team at BMW in Germany so they could remote diagnose the issue. When I got my car back all the issues were corrected and it now drives like a new car. I have had hundreds of service appointments over my 30 years of car ownership and this service department is professional, friendly, easy to work with, and goes above and beyond consistently for even the slightest concern. I cannot recommend them any more highly. A huge thank you to my warrior service advisor Joshua M and my technician and miracle worker Alan. You have a customer for life.

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by bmwlover187 on 10/13/2015

Do NOT go to this dealer for service or you might be victimized like I was! I live in Connecticut and I phoned yesterday to set up an oil change appointment. Dan in service told me there was a $49 special (great price!). I made an appointment for 10:10 a.m. and told him I would be waiting - with my dog (he said it would be OK). When asked, he assured me "it would take between an hour and an hour and a half." This is important because I live nearly 40 miles from the dealership. BUT - guess what happened when I arrived there at about 9:45 this morning? A woman there and Dan acted as though they never heard of me or know of the appointment I made. I had to remind them. Then Dan asks - as if he didn't already know - "will you be waiting?" "Well...yeah! I told you yesterday," I replied. Well, he says, "because it will take at least four hours." FOUR HOURS? "You promised me it would take an hour to an hour and a half." "We had a lot of cars today and everybody's waiting," he says, without an apology or hint of remorse or a sense of responsibility for the upset he has caused. Nor did he seem to care that he was going back on his word. THEY ARE NOT TRUE TO THEIR WORD. He then told me he'd talk to his manager. It was all baloney. He spent one second in the guy's office. Neither showed any remorse or a sense of responsibility for the mess they'd gotten me into. "The earliest the manager says we can get your car in is about two hours." (Then the job would take about two hours.) In other words, he's repeating the outrage he told me earlier - that he was not honoring the promises he'd made to me the day before. DO NOT GO TO THIS DEALER!!! I simply said..."OK, Dan, I can't do business with you guys." As I slowly drove off Dan replied, "Take care." He should have apologized - and more. But no. So I suggest you spare yourself a similar waste of time and outrage. They really should have compensated me for my lost time, mileage, gasoline spent getting there and the fact that I'd now have wasted a day on which I could have gone elsewhere. SPARE YOURSELF THE GRIEF AND FIND A RESPONSIBLE DEALER!

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by whoisit on 04/10/2009

First, the door open/lock and emergency flashers buttons in center console by the shifter weren't working. Waited nearly 2 weeks to get an appointment and was told yes it's not working when I got there and I'd have to come back as they didn't have the part. Seems to me a common part for an 04 330xi as the service manager stated they replace a lot of them...nice, two 60 mile round trips for me. Second, had a valve cover leak at 58k and still under extended warranty, $50 co-pay. Asked them to check the cabin air filter as it was sucking in oil fumes from the leak, they stated all was well. A few days later I had noticed all kinds of dust flying around inside the car, windows were closed as this was December. Checked the cabin air filter and found that they had just flipped it over and crammed it back in place. Most the dirt and dust was still stuck on the underside of it but a lot had been sucked into the car. Talked to the service manager and was given a new one by him and was told how disappointed he was that this had happened. Third, oil change at 60k, did not go for the 60k second inspection for $700 at that time. $102 to change the oil. Got home a few hours later after some errands and check the oil level in my garage and found the level way over the dipstick mark. I have an oil extraction pump which can draw it from the dipstick tube and found nearly 2 quarts over, this could have blown seals or caused bearing failure because of oil foaming. I will not be getting my car serviced there again. I'm not sure what I'll do as the next nearest dealer is about 100 mile round trip. Very disappointed as this is my first BMW and the car is great but I'm not sure if I'll buy another if I can't trust the dealer working on it.

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by 335xi on 08/29/2007

This dealership is the nearest one, so I have to go there for oil change. They always let me drop the car in the morning and make me pick it up when they call( 4-5 pm). [violative content deleted]! 10 hr for just oil change! There is no loaner vehicle for oil change. So I have to make somebody to bring me. I think they just make people drop their car in the morning and start working. Then what is the point of appointment? Last time when I visit the dealership for the service, they left a scratch near the rear driver side door. I was quite sure it was not there before the service. So I ask them to fix it. At first, they told me that they need to check the check-in sheet then call me. I waited 4 weeks now, I call them around 10 times to get the answer. Their answer was always "wait", "general manager is on vacation" something like that. Vacation for 4 weeks? Then finally, I was able to reach today and the answer is following. "We do not feel like we did that, but if you bring the car in then we will make it look better by our own hand" My car needs body shop work, not your hand work! They just ignored me. Can you believe it? Go to hartford or near Boston for sale and service. Their attitude is terribe.

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