Paula Bryant

BMW Sarasota has been miserable to deal with, specifically regarding service for my vehicle that I’ve been trying to schedule and complete since December 2025. I originally scheduled my servic specifically regarding service for my vehicle that I’ve been trying to schedule and complete since December 2025. I originally scheduled my service in December with Derek as my service advisor. After that, I made multiple attempts to reach him—calls, voicemails—no response. Eventually, I scheduled with someone else on a day I could make time to come in, and I was told Derek would be there. My appointment was at 7:30 AM. I was the first car in the bay and the only car there. I was told Derek would be with me shortly. I sat in the lobby for 45 minutes, watching multiple cars that arrived after me get taken care of before I was. I finally went to ask why my advisor hadn’t come to speak with me yet. That’s when I was told Derek had a family emergency and wasn’t even in town. So not only was I lied to about him being there, but 45 minutes of my time was wasted and my car hadn’t even been touched. At that point, I spoke with a manager and was only able to get one of the two services done. I needed an oil change and body work under warranty. Only the oil change was completed. The body work was not. At the end of that visit, we scheduled for BMW to pick my car up from my home and drop off a loaner so they could complete the body work. That did happen. Paperwork was completed, insurance provided, credit card photographed—standard process. This was on a Friday. I tracked my car in the app and confirmed it arrived at BMW. They didn’t start working on it that day, which was fine and expected. Monday comes—no updates. I try reaching my advisor multiple times and get sent straight to voicemail. Tuesday (January 13), I finally had to threaten legal action just to get a status update. Here’s why: the first loaner vehicle that was dropped off at my house—paperwork and all—was never processed in BMW Sarasota’s system. Because of that, the car appeared stolen in their system. BMW was repeatedly honking the horn remotely through the app while it was parked at my house, disrupting my wife and me while we were working, because they were trying to locate the vehicle. BMW then had to send another loaner (which by the way reeks of cigarette smoke) to my home to swap it out, this time with an actual agreement on file so I wouldn’t be pulled over and charged with vehicle theft. The BMW employee who delivered the replacement loaner openly admitted all of this in my driveway, and I have it on video. You can see and hear the entire conversation. So to be clear: • I could have been pulled over and arrested • The vehicle was not covered under BMW’s protection plan • This happened even though I completed all paperwork correctly • BMW failed to submit it As of now, I still do not have my car. They say it’ll be done next Wednesday now. BMW has refused to take accountability and has offered nothing beyond “I’m sorry,” even after I stated this is grounds for legal action. This entire experience has been unacceptable, unprofessional, and honestly unbelievable from a brand like BMW that I have been with for about 4 different vehicles now. *UPDATE * 1/15/2026 BMW sent me a service video at 9:00 a.m. showing the inspection and confirming that the issue was resolved. The message also stated that I would be hearing from my new service advisor shortly. I waited until 3:30 p.m. with no update, even after texting my advisor first. At that point, I called and requested to speak with a manager. Paula, whom I’ve spoken with before, once again proved to be the only person willing to take initiative by looking into what was going on and trying to get me answers. Why is Paula the only person attempting to problem-solve? Come to find out, my vehicle has been completed since this morning, yet no one communicated that to me. The reason given was that my new service advisor is off today and tomorrow. You honestly can’t make this up. Thank you, Paula, for being the only person willing to help and follow through. More

by markus.s.robinson Verified Customer Verified Customer

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Very attentive and helpful. Respectful and tried to help me as much as they could Respectful and tried to help me as much as they could More

by Beverlyg1011 Verified Customer Verified Customer

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Carlos continues to be a fantastic advisor! Even on this same day, another client waiting in line to check in mentioned how wonderful Carlos is. Good man! Even on this same day, another client waiting in line to check in mentioned how wonderful Carlos is. Good man! More

by Christine Verified Customer Verified Customer

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I arrived and was told they had no record of my appointment and no loaner. The assistant manager who took it from there made sure everything got done and got me a loaner. When I came back to pick appointment and no loaner. The assistant manager who took it from there made sure everything got done and got me a loaner. When I came back to pick up my X7 they could not find my name in the system. Which by the way is Mike Quin. All communications from you are addressing me as Quin. No one could find the paperwork. Finally a manager found it and realized I had already paid the 3,000 bill. My car wasn't washed when picking it up. We are now in Sarasota 6 months a year and I am looking to start a relationship with the local BMW dealership. I have both and X7 and 7series and have driven a new 7 every three years for 30 years. I am from Cincinnati and used to a much more high-end experience. I was so frustrated with this first experience that I stopped by the Mercedez dealership and Land Rover to discuss trades. More

by MIKE.QUIN Verified Customer Verified Customer

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Good location but price for services are too high. Discounts are insignificant. Please improve this. Discounts are insignificant. Please improve this. More

by ANDYAT2910 Verified Customer Verified Customer

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The BMW dealership of Sarasota was very comfortable and well organized. The people who work there are all very nice and helpful. well organized. The people who work there are all very nice and helpful. More

by 12igotyou Verified Customer Verified Customer

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Carlos was there to take care of my car issue. My car was in and out quickly. He was able to resolve my issue expeditiously and professionally. I'm glad to have him as my service advisor. My car was in and out quickly. He was able to resolve my issue expeditiously and professionally. I'm glad to have him as my service advisor. More

by KEITH66 Verified Customer Verified Customer

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Best Car Dealership hand down! I'm so happy with my 2nd car purchase from them! Thank you BMW of Sarasota!!! I'm so happy with my 2nd car purchase from them! Thank you BMW of Sarasota!!! More

by SGARVIN58 Verified Customer Verified Customer

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Brooke is awesome, really helpful. I love the services available for my car, and the reception area is always stocked and clean. We even got a BMW Pegasus stuffed animal for our daught I love the services available for my car, and the reception area is always stocked and clean. We even got a BMW Pegasus stuffed animal for our daughter, we love this dealership and service center. More

by christinazanon Verified Customer Verified Customer

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They are very professional and are quick with responses. The staff all appear to be very customer oriented. The staff all appear to be very customer oriented. More

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