BMW of Ridgefield — Local services in Danbury

This was my second visit to BMW of Ridgefield, and both experiences were extremely disappointing. I didn’t want to leave a review after the first incident, but after the second one, I simply can’t stay silent. I hope this review helps future customers be more cautious when choosing this service center.

The first time, I brought my vehicle in due to a coolant leak. After a diagnostic, the mechanic identified the issue and quoted me $3,500 for the repair. When I was notified that the car was ready, I went to pick it up in the evening. I opened the hood and was absolutely shocked — the entire engine bay was covered in oil, dirt, and coolant. I couldn’t believe that a certified BMW dealership would return a car to a customer in that condition. Isn’t cleaning up after repairs part of basic professionalism?

They apologized, cleaned the mess, and gave me a 3-year warranty. I drove about 8,000 miles before the coolant warning light came on again.

I scheduled another appointment — this time for an oil change and to have the coolant issue re-checked. After another diagnostic, I was told that a different part now needed to be replaced, costing another $1,500. I also requested a full inspection of the vehicle since I was preparing for a long road trip and moving to another state. For this additional check, I was charged $340.

I picked up the car and planned to begin my move the next day. But when I got home, I noticed the coolant level had dropped again. The next morning, I returned to BMW of Ridgefield, and sure enough — the coolant was visibly leaking again.

They told me it was Saturday, no mechanics were available, and they apologized again, offering to provide a rental car until Monday when the issue would be addressed. I agreed. I waited for over an hour, only to be told that there were no rental cars available. They apologized once more and offered to drive me home instead.

At this point, I’ve already paid thousands of dollars, and my car is still not fixed. I’m sitting here stressed and frustrated, waiting for Monday, while my entire move to a new state is on hold. My new apartment is paid for, and my new job is waiting — but I can’t go anywhere.

My plans are falling apart, my expenses are increasing, and all I’m getting from BMW of Ridgefield are apologies — but no real solutions.

Most importantly, I’m left with a very negative impression of this dealership. It feels like the mechanics here are either completely unqualified or simply don’t care. For a premium brand like BMW, this level of service is unacceptable. I expected professionalism, accountability, and attention to detail. Instead, I’ve received carelessness, poor communication, and...

Though my car was as usual well taken care of I was penalized and punished this time for leaving and returning home to attend to an important matter. Rather than the 90 mins advertised for my oil change and routine service, and even though I dropped my car off at the agreed to time of 7.30am. My car had NOT be even given to the mechanics until at least 1pm citing I left and it was assumed I was home and didn't need it. I ended up having to cancel an important afternoon appointment. To top it all off at 5.10pm when I called to find our why my car had not been returned to me, and IF would be ready for me to drive to work in the morning I was told it was on its way to my home. I waited 50 mins for a 17 minute commute to my home from your showroom. I even called at 5.40pm only to be told my car was on its way. Even with traffic the commute wouldn't have taken that long The driver informed me it took him a considerable amount of time to find my car as the invoice had my car coded as white even though it's blue. This oil change wasted my entire day. Yes I agreed to new brakes as I already lost the best part of the day and missed my appointment. Assumptions where made rather than communicating the process and giving me choices. I would never have left my car had I known I would have missed my appointment. Who knew a customer would be punished for not wanting to remain on the BMW premises. Which are under construction with a makeshift Lounge for customers. This is the 1st time in all my years working with BMW of Ridgefield I can honestly say I was truly disappointed in the service. Abigail offered me a dinner voucher to make up for the July 25th 2024 disaster. I am going to return it. I don't need a meal. I just wish to be treated faily and expediously. I want to be informed if there are problems or delays so I can make informed decisions. Really...

1st time customer….Service appointment did start off very unpleasant. Jessica was not as professional as I feel she should have been. With over 30 yrs in business I am more than qualified to say this. Jessica telling me what she didn’t have to do after she originally said she would (loaner) I felt was her being Retaliatory because I pushed back based on what I had been told on the phone. Now in all fairness her reaction was not solely her fault BUT she is responsible for her actions. And in situations where the in person advisor is having to deal with the mess of the on phone agent; her reaction should have been much better. What should have been a quick hand off ended with me requesting a manager, never getting a loaner ( Which the Loaner agent Nick was VERY NICE & professional) Me missing/rescheduling 3 business meetings and my time being wasted. Once Walter the manager was free I asked that he listen to the service appointment call that I asked a lot of questions to make sure as a new customer to this dealership that it would work. After being assured by Ashley (very nice) that all my concerns would work we set the appointment. Walter very patient and nice manager made every attempt to save the situation and after an hour I accepted the courtesy diagnostic I had planned for in lieu of me walking away with a totally bad taste in my mouth. In the end Walter was great with follow. 2. He listen to the call and said that my 15 min call was very Thorough ( calls typically are 5-8 mins) I wanted to make sure I had not misrepresented the initial call. Plus I wanted to make sure Ashley did not get it trouble. And if I needed to apologize for not being accurate I would. Walter assured me I had been almost 100% 3. Because Walter made the effort to resolve the issue I will give Ridgefield BMW...