Auto West BMW

Avoid unless you have unlimited cash to waste Avoid getting your car serviced here. They may be giving you "top service" when buying a car but when it comes to repair and service, all they do is Avoid getting your car serviced here. They may be giving you "top service" when buying a car but when it comes to repair and service, all they do is try their best to milk every dollar from you. I had my car serviced there due to my lemon pre owned certified 535i under 35000km at least 6 time past year and a half. Each time with multiple issues. Yes, I wait until I have multiple issues because I don't like bothering them and also I don't have time to spare. Everytime I had to make sure I hold my ground when the so called service advisor that I'd like to call disguised sales told me that if no fault was found, I may be charged of the time they inspect my vehicle WHILE IT'S FULLY UNDER COMPREHENSIVE WARRANTY. I mean if no fault was found based on a customers complaint for an issue, that just shows how incompetent the dealership is troubleshooting and solving the issue, NOT the customer's. They misplaced the part in the wrong door when the issue was the rear left door but they swapped the rear right. Door rattling sound when closing, fixed but reappeared after a month. Sent back to repair but same thing remained. I'd love to take it back but I have a busy life. The car should serve me and not the other way around. This time I was told that my warranty expired in December 2017 when everytime they scanned my key it showed September 22, 2018. Obvoiusly internal glitch of their system which confused themselves and their customer. Instead of sorting it out within BMW internally the manager Kyle called and told me the car is out of warranty. Again,I had to stand my ground as a customer who is confused by their system and fight my way through. Urging Kyle that he better listen to customer's complaint and does his job if he was not being swore at or being unreasonably cursed at as he kept saying to call me back when I am calm. I was firm and angry due to your fault so a customer has every right to complaint. Completely thrown away when he pulled the calm down card yet not focusing on customer's concern and issue. Coming from a customer service background I am deeply disappointed by how Auto West BMW serve their customer. They are spoiled by rich people who doesn't need their car fixed as frequent. They rely on sales by cash rich people in Richmond. Such a disappointment for BMW. I loved beemer since I was a child and my first beemer experience is ruined by Auto West. BMW isn't a small brand, it's one of German's main car maker and luxury car leader. Such a shame for its name amd reputation to be ruined by auto west. Guess that's why its employees are leaving for other dealership. More

Treated us as dumbs We decided on buying a new BMW and wanted to talk about the deal today. This FOB sale knew that we really liked the car, so he was talking with that “ We decided on buying a new BMW and wanted to talk about the deal today. This FOB sale knew that we really liked the car, so he was talking with that “I know you guys will pay today, let’s just be straight and finish quickly don’t waste my time‘’ tune all the time. Before we came we did some research on the MSRP stuff, so we just told him our expectation. It turned out that this sale showed us that ‘’are you guys fcking kidding me’’ face after hearing our offer and directly said they couldn’t make it with no patience. The service was extremely pushy and all I felt was that he treated us as dumb newbies with no basic knowledge, and what we could only do is listening to him and accepting whatever the offer he gave to us. Overall it was super unpleasant and I would say even Honda and Subaru have better sales and service even though they are not luxury car stores. More

Cheating Terrible place, cheating staff, stay away from them. They sold us a demo car as a new car but did not disclose an over 9000 accident, instead they sa Terrible place, cheating staff, stay away from them. They sold us a demo car as a new car but did not disclose an over 9000 accident, instead they said in email it's clean of record. More

The worst Incredibly unhelpful service department, rude, dismissive, and bordering on dishonest on trying to uosell is on in-needed repairs, feels like the peop Incredibly unhelpful service department, rude, dismissive, and bordering on dishonest on trying to uosell is on in-needed repairs, feels like the people explaining the work are working on a commission to create repair jobs. Run away fast! More

Good experience I contacted the dealer about a used BMW, and Rana (salesman) was wonderful and helpful to deal with. We ended up making a deal on one of their cars, I contacted the dealer about a used BMW, and Rana (salesman) was wonderful and helpful to deal with. We ended up making a deal on one of their cars, and he helped make the process quite easy. I would recommend them from a purchasing stand point only because I haven’t dealt with the service department to date. Rana’s Good to deal with! Thank you. More

Great service and sales It has been a great experience to buy the car there past weekend, great service especially thanks “bow tie” Chris to make such a good deal, thank you It has been a great experience to buy the car there past weekend, great service especially thanks “bow tie” Chris to make such a good deal, thank you Chris! More

Great Service Advisor I have had my 2011 335d in for service and usually get Andrea Kennedy as my service advisor. She has been very helpful in getting my warranty work do I have had my 2011 335d in for service and usually get Andrea Kennedy as my service advisor. She has been very helpful in getting my warranty work done and gone to bat for me when I need something covered under warranty that might be sometimes questionable. Always has she been friendly and professional, explaining charges if needed in an understandable way. More

AVOID AT ALL COSTS stay away at all costs. they will not honor their word. they will not declare any defect in the car and if you tell them about it they will not take o stay away at all costs. they will not honor their word. they will not declare any defect in the car and if you tell them about it they will not take ownership and make you pay for it More

Autowest BMW is UNFAIR, UNREASONABLE AND IRRESPONSIBLE! I have purchased the 2015 640i on February 2015 and the auto lamp would not automatically turn on since May 2015. After checking the car over and over I have purchased the 2015 640i on February 2015 and the auto lamp would not automatically turn on since May 2015. After checking the car over and over again, on December 8th, the auto group finally found that there was a faulty part in the car, and they need to order the part from Germany to replace it. BMW had promised me that everything would be done within 3 weeks; however, they didn't even receive the parts after 5 weeks and they took no action for that!!! I have contacted the service adviser Justin and the service manager Derek several times, and they just told me to wait or just no replies. They gave me a courtesy car 328 as replacement, and told me that all the insurance would transfer from my car to the 328. However, the courtesy car had a flat tire after I have driven 2 weeks and they said the tire insurance couldn't transfer and I must pay for the flat tire. It is almost two months now, and no one can give me reply that how long I can take me car back!! THIS IS SO UNFAIR,UNREASONABLE AND RIDUCLOUS THAT 1) i have spend 110000 dollars on 640i and they gave me 328 to drive for almost two months!! 2) No one any take action to follow up the car and get it done, but only tell customers to WAIT WAIT WAIT!! NO MATTER HOW LONG IT's GONNA TAKE, YOU JUST WAIT THERE!!!! 3) For my 640i, i have purchased the tire insurance , which means that any flat tire should be change with no extra fee. However, because of their faulty parts, I have to drive their courtesy car and when even pay 300 bucks for the flat tire! Seriously, I don't want to drive this 328 and I want to get my car back. Also, they don't transfer the tire insurance which is ridiculous, because firstly I have the insurance, secondly, it is your fault to let your customer to drive the courtesy car!!! After contacting them, they also said a random deadline, but never accomplish it!!!! I can't wait anymore, because this is consumer's rights to get my car back. I don't know how they run their company, because no one out there to solve the problem!!!! More