BMW of Silver Spring

I’d like to take a moment to give Karen Herbert of BMW Silver Spring 5 stars! I have been leasing BMW’s for as long as I can remember. My current X3 lease came from this BMW dealership three years ago; however, the sales person I dealt with was no longer there. My lease is due to end December 3, 2019. I started doing my research in October for my next BMW X3 lease. I spoke to a couple of salespeople at different BMW dealerships as well as one or two at the Silver Spring dealership. I found most sales people to be either unknowledgeable, too young, too pushy or could care less whether they made a sale or not. I decided to call Silver Spring BMW back. I mentioned to the young lady who answered the phone I was extremely frustrated dealing with sales people who had little experience selling cars or were less than knowledgeable about the process. The young lady said to me, “I have the perfect person to help you.” Thank goodness! Karen Hebert turned my nightmarish experience into a fabulous experience. She definitely knows her stuff…but more importantly Karen knows how to treat a client she would like to have for life. Customer service is important even though most people do not know what it is. Being in a customer-oriented business myself, I take notice when sales people take the time to make sure they are providing good, caring service. Karen is one of those rare individuals in a world where most people just don’t care. I purchased this BMW X3 30i and picked it up yesterday, Friday, November 29, 2019. Karen made sure my brand new car was ready for when I arrived. She walked me through the paperwork I needed to sign in order to turn in my old car. She asked if I wanted to go for a “spin” in my new car and she went with me. She handled everything down to putting the tags on my new car with her pretty pink screwdriver. She then handed me over to the finance manager to complete the paperwork and where I decided to purchase extended warranties. One of those warranties I purchased requires I bring the car back to the dealership. I received a call from Karen today to make sure everything was ok on the way home last night. During this conversation, Karen offered to have one of their technology genius’ come to my house with a loaner car, show me how to work certain items on the car, drive my new car to the dealership so they can complete the work and then drive my car back to my house and pick up the loaner car. I was speechless. Are you serious? This is what I call FANTASTIC customer service. Karen Herbert, Joanna McCarthy and BMW of Silver Spring, you have earned my loyalty as a forever client. Thank you so very much for everything!