BMW of Madison — Local services in Madison

*Another update Oct 2. I emailed the owner Andy with the documents I had and he was completely understanding. He is refunding me $900 for the wear and tear damage. I have so much respect for him taking the time to read and respond to all these reviews. I'm bumping up the rating from 2 to 4 stars. If rating Andy LaBerge on his own I would definitely give him 5 stars. Thank you Andy.

**Updating review with photo of Motor Vehicle Purchase Contract signed by the sales rep, mentioning the lease protection (you can see the photo if you click my name and look at photos). Thank you for your response Andy. However if the lease protection isn't recorded anywhere in your system, it means the sales staff did not correctly enter it in.

I just finished a three year lease with Zimbrick BMW and here is the review of my experience.

My experience with the Sales department was completely horrible. I walked into Zimbrick three years ago to lease my first car, hoping they could guide me through this process. Upon the recommendation of the sales rep, I took the $1275 option for lease protection and we worked out the monthly payments (including the lease protection) for the car, and signed the papers.

At lease end, I returned the BMW with a couple of scratches and dents amounting to $900 thinking the lease protection would cover it. However, they told me I did not officially have lease protection. Although my Motor Purchase Contract had lease protection written on the sheet, the official financing deal did not have lease protection listed. They apologized that the sales rep (who is long gone from the company) must of made a mistake, not properly applying for the lease protection, and I would be responsible for the $900 of damage.

Through all this, I’m left extremely frustrated wondering why I had to pay an extra $1275 for nothing in the first place, and now I’m out an additional $900. I guess the lesson here is to mark sure to be vigilant and don’t assume they know what they are doing, otherwise it will cost you.

Now in order to stay objective in this review, I’ll at least tell you some of the goods parts over the last three years. My experience with their Services department was pretty good (it's why I gave them two stars instead of one). Justin in particular was great to work with, he is very knowledgeable and genuinely wants what's best for you. The technicians were very friendly and I never felt pressured in buying any of their additional services. One bad experience I had with them was that they put windshield washer fluid that froze at 0 F, making for a very dangerous drive to Chicago, and me severely questioning why anyone would put that in a car in Wisconsin weather.

Ultimately, I think everyone just wants a dealership they can trust. Unfortunately, Zimbrick BMW isn’t the one. If you are just going in for service, you’ll probably be fine. If you are getting a car, be careful. Thanks for reading, and I hope this information...

As a woman I do not recommend other women (or anyone really) to bring their vehicles here for service. Just don’t buy a BMW vehicle. I have brought my BMW for service multiple times and each time I am frustrated with the service I receive. I have to drive almost 2 hours as it is the closest dealership and they won’t provide a loaner so I wait for the service to be completed. I have done some research online prior to having to schedule an appointment so I don’t make an unnecessary trip & to hopefully guide them in the right direction. I would communicate to the service department what issues I’m having and what could potentially be the cause, prior to handing over my car keys so that they can relay this to the mechanic. I am then told that it is something else entirely and that they will replace it and fix it and I should no longer have the issue. I pay and drive home to only encounter the same issue again. Then I have to return to get this addressed on another day and it ends up being exactly what I had told the service department employee. I have also called to make an appointment to get something repaired and ask to confirm that they do have the part in stock to complete said repair & when I arrive they tell me they don’t have another item needed for the repair in stock and that I’ll have to return another day. It’s as if they don’t care about the inconvenience they are causing and they are clearly not listening to me! It’s not just a long drive, I have to take time off work as well! Then on another service visit, I am emailed the technicians report which includes the stuff that needs to be done and other recommendations along with the prices. I go to pay for the diagnostic test cost of $204 and declined all repairs but the end cost that they charge me is $408 which does not match what was in the report I was emailed. So according to them the $204 on the report was per hour because in the first hour the technician didn’t figure out the cause of my cars issue so the second hour was some other test that gave them the cause. HOWEVER, the report said what was the problem and it said the diagnostic was $204. Nothing on there stated that it was $204 per hour. To summarize, they don’t listen to the customers, and they inconvenience &...

Bought a used 2024 Volkswagen Atlas about a month ago. During sale I brought up that I thought the car had some problems with the breaks during the test drive. Was assured by the salesperson that the breaks were fine and was shown a clear Carfax. Upon driving the car back home to Milwaukee area, the breaks continued to worsen, I notified the salesperson immediately and was suggested to take the car in to a Volkswagen dealership for their assessment as they would be more familiar with the car and the BMW dealership was closed. Volkswagen suggested to replace the rear rotors so I did. The car was still having some break problems and Volkswagen suggested to replace the front rotors. I was hoping that BMW would help cover the costs of these surprise expenses and they informed me that they would cover the rear rotors under "good faith" but would not cover the front rotor cost. I have been attempting to communicate with Chris the sales manager and I have left 5 voicemails without response. Eventually I just drove back to Madison to tell and show Chris what was going on. We were told that the front rotors wouldn't be covered because it had been too long since the purchase of the car and that covering this would open the dealership to having to provide lifetime warranty on the car that they were not interested in providing. They said there wasn't enough communication even though I had been communicating every day (its been almost a month) with the salesperson and attempting to call the sales manager without getting a response. They also informed me that I could've returned the car earlier on if I truly was unsatisfied with the purchase. This was never communicated to me until a month after the fact and the dealership never took ownership or responsibility over the massive lack of communication on their end. Additionally, I still have never been paid for the rear rotors under their "good faith". Chris the sales manager preached about customer service and customer satisfaction but I have never been more disappointed in a major life...