BMW of Darien — Local services in Darien

Do not ever take your vehicle to BMW of Darien for service. This dealership is independently owned, which means it is not truly part of BMW North America. If something goes wrong, BMW North America will tell you there is nothing they can do because the dealer operates on its own. That is exactly what happened to me, and I want to warn other customers before they go through the same nightmare.

I brought my X5 in for routine service and a windshield replacement. When I picked it up, my vehicle had clear chemical damage to the exterior paint and a malfunction with the windshield camera system. I documented the damage immediately with timestamped photos taken just 30 minutes after leaving the dealership. Their own check-in photos show the car without any such damage when I dropped it off, and I even had their check-in video professionally enhanced to further confirm that the vehicle was undamaged upon arrival. I contacted the dealership right away the next day and brought the vehicle back, expecting accountability and a repair. Instead, they kept my car for days, gave me no meaningful updates, and then returned it in the same condition — damaged, with no acknowledgment of what happened under their care.

I escalated the issue to BMW North America. A customer relations manager reviewed both the drop-off and post-service video evidence and confirmed what I already knew: the damage was not there before I left my car at BMW of Darien, and it was very clearly there afterward. Yet because this dealership is independently owned, BMW North America could not force them to fix it. In other words, when you take your car to BMW of Darien, you are taking a risk — and you are on your own when something goes wrong.

Despite clear evidence and multiple opportunities to do the right thing, BMW of Darien flat-out denied responsibility. They misrepresented the timeline of events, provided misleading information, and refused to make the situation right. This experience has been a complete nightmare, wasting my time, causing stress, and leaving me with a damaged vehicle.

Trevor Martin, the service manager, was dismissive throughout the process and refused to accept accountability for the damage that occurred while the vehicle was in their custody. His subsequent offer to reduce the nearly $3,000 repair estimate by $500 constitutes an implicit admission that the damage occurred under BMW of Darien’s control; absent such responsibility, there would be no legitimate basis for offering any reduction.

BMW of Darien does not stand behind its work, does not take accountability, and does not treat customers with honesty or respect. They hide behind their status as an “independent dealer” to avoid responsibility. If you value your car, your time, and your sanity, do yourself a favor and stay far away from BMW of Darien. Take your vehicle to a reputable BMW service center that is truly backed by BMW North America, because this location is nothing but...

I have given BMW of Darien multiple chances to provide proper service, but after repeated negligence and outright dismissive behavior from management, I can confidently say I will never return.

My issues started when I brought my car in for an oil change last year, only to find out later that they hadn’t actually completed it—despite being told the service was done. My oil level nowhere close to the level where it was supposed to be. When I brought this to their attention, they suggested a possible oil leak, but after further inspection, there was no leak—just poor service.

Reluctantly, I gave them a second chance, only to be let down again. This time, I picked up the car, and when I checked the oil level that evening, it was again not at the proper level. After multiple attempts to get in touch with the dealership, a service writer finally arranged for a mechanic to come to my house to add oil. This was completely unprofessional for a BMW dealership, and even then, the mechanic failed to check the dipstick properly before adding a quart of oil. The issue was still unresolved, wasting more of my time.

To make matters worse, when I finally spoke with the service manager, Bill, he was dismissive and rude, claiming the car was "fine" and refusing to properly address the issue. When I suggested that they drain and measure the oil to ensure accuracy, he flat-out refused and even implied that my time wasn’t valuable by asking, “What do you have to do?” His condescending attitude and unwillingness to take responsibility were beyond unprofessional.

Rather than admitting their mistake and correcting it properly, the dealership continued making excuses, offering backdoor solutions like topping off the oil at my house or at their shop—completely inappropriate for a brand like BMW.

On top of everything, my car has a BURNING SMELL, and the CHECK ENGINE LIGHT has come on—something I didn’t have before their service.

This dealership has proven time and time again that they do not value their customers or uphold the level of service expected from BMW. If you care about your vehicle and want honest, competent service, I strongly recommend taking your...

I really wanted to love this dealership but today put the nail in the coffin. I bought a brand new x5 hybrid 8 mos ago and felt once I received the car, there was no follow up and when I did need something a couple weeks later, it took forever for someone to get back to me despite leaving several messages with a live person!! Today I had a service appt for an oil change and decided to wait. I was told by Thomas it would take "a couple hours." I thought that was a bit crazy for an oil change but I waited patiently. I arrived at 9:30 and asked that they be done by 11:30 the latest bc I had a 12pm Dr appt. Thomas assured me that was no problem. I was directed to follow the sign in the lobby to the waiting room, which I did and found a waiting area upstairs. After some time, I began to look around for coffee or tea and finally founda station. No one told me this was available. At 11:25 i went downstairs to remind Thomas I needed to be out in the next 5 min. He told me he just checked and they were putting the last quart of oil in my car. I stood and waited and at 11:35 my car was driven right past me and onto the street. Thomas came out an said it's mandatory that they do a test drive and the technician would be back in 1 minute. I was not able to leave until 11:40 and almost missed my appt bc I arrived at 12:20 and they only give a 15 min grace pd, so i begged.I drove a Lexus fo 10 yrs before I switched to bmw last year. I am not at all impressed with their lack of customer service. I put 20k down and got a loan thru my own bank so they didn't have to do much but once they got my $ they didn't care about anything else. I have never in my 10yrs waited 2 hrs for any service at Lexus White Plains AND they walked me to the waiting room and showed me everything they had available, including bagels and pastries. And Lexus has signs everywhere about the wifi login. I had to ask an employee at bmw what the wifi login is! As expensive as the cars are I was expecting much better service. I think its time for me to find a new dealership. And if there's no improvement, I'm going back to Lexus when im done with this car! I spend my $ where i am valued...