BMW of Bloomfield — Local services in Bloomfield

I Attempted to purchase a car from BMW/B over distance. Initial communications were fruitful. I was presented with options and pricing fairly quickly. I chose a vehicle I wished to move forward with on July 1. I expressed a reasonable timetable, finishing the deal by July 12. Javier indicated that this was possible. After choosing the vehicle, I did not hear from Javier for 2 days, following up after 1. We began the sales process in earnest on July 3. Talking with Javier soon became a brick wall. Our conversation on 7/3 ended with a promise that I would have all the information I need to finalize the paperwork on Monday the 7th. This began a several day saga of communication that felt like pulling teeth. I would text in the morning and ask what was needed. I would be given a task or two to complete, which I would do in short order. I would ask again, and receive no response for six hours until the end of the business day when I would ask for updates. Mostly I would have to wait overnight for an answer. On 7/7, I was assured that BMW/B had everything they needed to submit the loan paperwork to my bank. On 7/8 at 11:51AM, I was promised that I would receive the buyers agreement the next morning and that the deal was basically complete. This gave me the confidence to book travel for the prearranged date of 7/12. After doing so, I asked simple but pertinent questions at 11:58, 1:09, 3:13, and 5:07, all of were simply ignored. On 7/9 at 9:02, I was asked to add the car to my insurance to be able to take it off the lot. Given the time change, I received the message at 9:02 AM, or 5:02AM my time. I responded at 7:01 my time, and had the vehicle added to my insurance at 7:53. I was informed at 12:29 that the loan paperwork had not, in fact, been submitted to my bank and that the information I had received two days earlier was false. Because of this, due only to Javier’s long delays in communication, BMW/B was not confident that the funds from my bank would clear by the time I was scheduled to pick up the car on the 12th. I began to make arrangements to either inconvenience myself and alter my travel plans or send at great expense an agent to BMW/B to take possession of my vehicle. My question was answered in part, but along with that, despite having all necessary loan paperwork in hand for several days, despite having insurance in my name, and despite having everything needed to complete the sale, the vehicle was offered to a different party, and I would be updated soon after. I asked several more questions, offered arrangements that would inconvenience me but convenience BMW/B, but received no response for several hours. When I finally did receive a response from Javier, almost 24 hours later, I was told my vehicle had indeed been sold to another person. This caused great expense and inconvenience to me. On short notice I had to cancel the travel, cancel the loan documentation, completely redo my insurance, and throw my schedule into great disarray to try to recover everything that went wrong. I recognize that I am not BMW/B’s only customer. I acknowledge that this affects the response time. This does not excuse 18-48 hour blackouts at crucial times of the deal. I recognize that this was not a simple routine deal. I acknowledge that this contributed to the length somewhat. This does not excuse the sheer radio silence and unprofessionalism that made me feel like a second class citizen I experienced dealing with BMW/B. I recognize that the dealer is free to offer the vehicle to other parties until the sale is complete. I acknowledge that it is their right to do so. That does not excuse the practice of pulling away from a deal in principle at the 11th hour after leading me on for over a week and only needing to submit final paperwork and final signatures to complete the process because the process had become, in the words of a BMW/B manager, ‘logistically complicated,. I trusted a ‘premium brand’ dealer, and was wrong to do so. I do not recommend that anyone do business with...

I had an appointment on July 10, 2024 with Gina...I have never meet such a personable person and kind person....she listened to my concerns and asked me the right questions to be sure I was properly serviced and she wrote down each and every word I said. She treated me with the upmost respect which is a rare quality these days. I found that her knowledge about the type of service I needed was informative and she told me what I might expect to have completed during that insurance review processbof my claim. Then she called me to let me know that the tech had sent me a video of the issue he found. But when I tried to look for it, it had not been sent to my cell or email...it must have gone to my landline phone. She immediately told me to hold on and resent the video and as I watched it with her...she explained the details of the problem the tech found...she did not rush me off the phone..she took all the time I needed to reassure me about what I was watching on the video...she had patience with this 75 year old BMW owner...GINA explained in detail what had happened knowing that the issue did not constitute an insurance claim....she canceled the claim...she gave me the best advice in paying for the adjustment and how it would benefit me...I was soo super impressed. Thank you Gina...you made my day !

Ms. Harris

Omar....the best tech ever. He allowed me to ride with him on the test drive to try to duplicate the sound and make sure that after the adjustment and to be sure that my concerns were satisfactory. Two weeks before the appointment, I had a wheel alignment because I read that after 50,000 miles, there would be a need to replace them....so I used my own mechanic and he replaced them with good strutts and shocks. I had run over something in the highway and I think that was what I believe moved or twisted the bar under the car to a position that was making the noise whenever I would ride down a bumpy street...it rode smooth on good smooth roads...it felt like my wheel was going to come off or the engine or a part would fall off from under the car. I do not ever recall to ever have an adjustment in that area of my car. Omar took his time....we road over bumps, streets with those white speed strips (I think thats what you call it) and even tried to duplicate the clunk I felt when I was backing my car up into my driveway where I had to really turn the wheel really hard past 2 other cars in the driveway...he took his time to inform me and assure me that everything was OK...and now its just the roof which is know in BMW to rattle after a few years. Overall, his kindness and soft spoken nature calmed me down because they adjusted what the real problem was and therefore, I did not need a wheel alignment either. I was further pleased that he didn't rush me while we were on the test drive and as we were driving explained what was happening. Again, good customer service is always a plus in my book. Let me just add this last item...I know it was not part of his job...but I had ordered BMW emblems over a year ago...they just needed to be placed on the car. Now me being a 75 year old woman, I had no idea of how to put them on the car...I did ask Omar how much it would cost to do the work and to my surprise and amazement, he volunteered to do it at no charge....now that's what I am talking about...exquisite customer service and his natural nature to be helpful....Omar...THANK YOU !!

Mary L Harris

The bottom line is that both Gina and Omar were exceptionally kind, showed true sincerity in their work, and the honesty they showed me at "The Bloomfield Dealership" has quality trained professionals working for them.

Sincerely Thanking both the Service Tech and Car ...

Great experience. Great customer service. Fast and reliable work. I will definitely return for service next time it's needed.

UPDATED REVIEW** Unfortunately, after my last service appointment, I need to change my review. I will not be returning to this dealership for service. My experience, from the time I dropped off my car for my scheduled appointment, until I picked my car up, was the worst I've encountered.

The first complaint is trivial, but felt it was necessary to mention. The dealership changed their policy on providing transportation home when dropping off your vehicle. I was aware of the new policy because they emailed and texted the information. According to their email, they will only provide a lyft or Uber if you are located within a 10 mile "radius" of the dealership. I am located within the radius. Receptionist said it was a 13 mile trip. I explained to her what a radius was but she said she couldn't do anything about it. I showed the service representative a map with a 10 mile radius and she said she would have to tell someone to change the wording on their new policy. They offered a $20 voucher which i declined and told her, at no fault of hers, I would be complaining about them not honoring their policy. If that was the only problem, I probably would have just vented and left it alone.

I had a 2pm appointment for a coolant leak and was planning on waiting to hear what was needed. I was told they were busy and wouldn't be getting to it today and that that happens when you just bring a car in. I explained that I had an appointment and didn't just bring it in. The representative said she would let me know if they were able to get the car in before the end of the day. I never received a call. The next day, Friday, I waited a few hour to call. Automated messaged asked if they could text, I said yes, then received a text at 1130am saying they would contact me shortly with status of car. I waited until 330pm and tried to call again because I never was contacted. When I got through, I was told that they still hadn't looked at the car and probably wouldn't get to it that day, but that they worked Saturday. I said I didnt expect the car to be fixed that day, but at least expected them to look at it. She said the day wasn't over and that she would check with the service manager and that she would get back to me. Surprise, she never got back to me. I spent all say Saturday trying to reach someone in the service department and was just switched from voicemail to voicemail. I did receive another text saying someone from their team would contact me shortly. I contacted the main number and spoke with sales receptionist. I said I was trying to reach service all day because I needed to know if my car was being worked on because if not ready Monday I had to make arrangements for a rental car. She said she wasn't able to get anyone from service on the phone.

Monday at around 1230 I received text saying a video was on its way. Service rep also texted simply saying I didnt work Saturday. No apologies for never contacting me and no explanation for the delays. Of course the estimate for repair of the coolant leak also included another $12,000 worth of repairs which was funny, since I was last in there 2 months ago and they only suggested 1 additional repair for about 2k.

If they simply contacted me to let me know what was going on, or if they returned my calls, we may have been able to.salvage the relationship. Unfortunately, I will.have to find a new location...