BMW of Manhattan — Local services in New York

BMW of Manhattan, if you want unprofessionalism and lack of courtesy, this is the place!

On June 19, I called and scheduled a valet service pick up of my vehicle on June 22 for its annual service. I received a phone call a few minutes before 9am on the 22nd confirming that my vehicle will be picked up. Around 2pm, I didn’t receive a call and knew someone had dropped the ball. I called and spoke to a representative and she stated my appointment was wiped out of their online system for some reason but she saw my appointment on their printed google docs spreadsheet. She arranged for pick-up of the vehicle on the following day. I received numerous calls on the status of arrival of the person in the transportation department who would be picking up my vehicle. This was the only good experience I had with this location. My service advisor contacted me once the vehicle arrived and I asked him to get a quote for some damage on the left quarter panel. On Thursday 6/25/20 at approximately 9:30 am, Julian Zapata, my service representative sent me a text message stating that the service was complete. He then sent two pictures of damages to my vehicle. The quarter panel damage was present prior to the arrival to the service center but the NEW damage on the right side of my vehicle was not. I immediately informed him that the right-side damage occurred during their possession. He informed me that he would reach out to the transportation department for review of photos/video when the vehicle was picked up. Julian was in communication with me via text about receiving an estimate for the left quarter panel damage via email however each time I question the update on the right-side damage, he did not reply. This is when I knew something was wrong. Granted the service center must have been very busy with many other customers but why ignore my 2 inquiries? I called Julian about 3:15pm that afternoon for an update on the investigation but he did not pick up and his voicemail was not set up. I called several numbers for the service center and was not able to get in contact with anyone. I decided to pay them a visit on 6/26/2020 to get some answers. I presented to the entrance of the Service center and was asked to call the center’s number and of course I did not get an answer so I had to leave a message. Then I asked one of the employees to inform Julian that I was outside and needed an update on my vehicle. He called and said he did not receive the photos that confirmed the damage was caused while BMW of Manhattan had my vehicle until after 5pm and he had already left (how convenient). I told him that while the repairs are occurring I would appreciate the courtesy of a loaner vehicle for all the trouble. As a user of loaner vehicles, I understand a reservation is necessary to secure one but wanted to believe this courtesy would be extended to me; I was wrong. He called back to inform me that a loaner was not available but I could take my vehicle home and they would arrange for a loaner to be brought to me and then they would take my vehicle back for repairs. I was not interested in waiting until whenever they felt like arranging this option and opted to leave my vehicle at the site to prevent any further back and forth. I reached out the Manager of the service center, Joseph Rocker and he and Julian must’ve spoken because he gave me the exact same answer. I finally received my vehicle on 7/1/2020 and it is safe to say that I will never utilize the services of that location. Fun fact: I had my engine coolant reservoir replaced December 2019 and I picked my vehicle up but they never refilled the reservoir with coolant.

BMW normally has centers that offer exemplary customer service and satisfaction. I am a dissatisfied customer and have lost all faith in BMW...

Worst service I’ve ever received. BMW CORPORATE is now involved. I made a service appointment with a loaner vehicle. The loaner was supposed to be dropped off to my place of employment on 7/14/2025. They requested documentation for the loaner, which I sent to them on 7/7/2025 at around noon. When I initially made the appointment, I was told that the loaner would be delivered between 8am and 5pm. I told them that I leave work at 3pm, and I was told that it would be delivered to me by the time I got off of work. On 7/14/25 I called them around 10am to confirm the delivery and was told that they were coming. I reminded them that I was leaving at 3pm and the receptionist said she would inform valet so they are aware. Hours later, It was now after 2pm, and I never got a call or a text regarding delivery. I called at 2:04 to follow up. The receptionist said she would look into it and call me back. She then called back some time later stating that the car wasn’t delivered because they never received the requested documents. Why wouldn’t anyone call me and notify me that they never received any documents?? No common courtesy! I informed her that I sent it over a week prior on 7/7/25. She then said she would call me back, again. She then called me back and asks me if the car can be delivered the following morning between 8 and 9am. I agreed but also let her know that this is a complete inconvenience. Because if it were me canceling my appointment last minute, they wouldn’t hold the loaner for me!!! They’d give it right to the next customer! They weren’t willing to drop the car to my home because they only work until 5pm and it was well after 3pm. I requested to speak to the supervisor and was told that he was on a call and would call me back within a few mins. I was told his name was JOE ROCKER. THIS GENTLEMAN NEVER CALLED ME BACK!!!!! BMW then sends me documentation for the loaner vehicle, and then I get a notification saying that my DEBIT CARD was charged 750.00 by BMW! I IMMEDIATELY called them and again requested to speak to JOE ROCKER because this was NOT the card I sent them for the loaner. THAT MEANS THAT THEY KEPT ANOTHER CARD OF MINE ON FILE! BEWARE because they will steal your money like they stole mine! All I kept getting was the run around. A woman called me from the loaner department and CLAIMED that there was a glitch in the system that’s why my debit card was charged! I’ve never known for cards to be kept on file. I NEVER AUTHORIZED THEM TO USE THIS CARD FOR THE LOANER! Is this not FRAUD??! This made me feel uneasy because at any point in time anyone from BMW could steal my card info and clean out my account! No apology, no accountability, just excuses about a glitch! Did the system glitch for every other customer or just me???? It is now the following day and I get a call saying that they were running late with dropping off the loaner because of the “floods”! Manhattan wasn’t flooded so I’m not understanding how that affected the delivery. They wanted to drop the car off at around 10/11 but again, that inconveniences me because Im at work and had to take an inmate out on a clinic run at 9:30am! So now the time got pushed back to about noon. As of today I called bmw 4 TIMES REQUESTING TO SPEAK TO JOE ROCKER and he has YET TO ANSWER OR RETURN MY CALLS! When I finally received the loaner, IT HAD A NAIL IN THE TIRE!!!! As if things couldn’t get any worse!!! I had to call them back AGAIN, and nothing still has yet to be resolved. It’s unfortunate because I used to believe and speak so highly of this dealership. If I were a millionaire or a billionaire they’d treat me different, but because I’m a minority, they treat me as such. It’s really such a shame I’m definitely disappointed. I’ll be sure to post this on every...

Worst Service Ever!!! DO NOT GO HERE!! They need a class action law suit!! I give Manhattan BMW Negative 5 stars!!! I wish I could give it ZERO. Corporate needs to know what’s going on because there’s too many complaints for it to be a coincidence. Always read the lowest reviews first!! They should fire the person who is responsible for training staff and go down the line. First, BMW staff is racist. Maybe not all staff, but you can definitely tell by the atmosphere and different treatment received when in comparison to others but I won’t get into details in this review. Second, you can hardly ever get any SERVICE reps over the phone and if you do get one, they are not even knowledgeable to answer even the simplest of questions. No one seems to know anything. They are untrained and unprofessional. When you call, they say they will find out about what you are asking, take your number and NEVER call you back. NEVER! They NEVER do and when you call back days later, no one knows anything about what you originally called for, so they tell you they will take your number and call you back. Is this a joke?? I tried this on 3 separate occasions, and no one called back TO THIS DAY! I spoke to a lady named “Lu” today, who had a nasty, non-chalant attitude, and didn’t want to take the time to resolve my question about Estimated Labor on replacing a part (amount of time) to replace the actual part as the part, which the parts department told me costs $1,600 and I would need to call Service for Labor costs. I told her I needed to have an idea about the cost, since I would have to tow my car, so she tells me she doesn’t know how long it would take, as many cars might be in front of mine. I told her I wanted to have an estimate on the actual estimated LABOR for that part that needed to be replaced, not hire many days it would take to get to mine. They all know the approximate costs. I never met a mechanic that couldn’t tell what estimated labor costs. She deflected and said she would have someone call me back, same as the others told me before. Then I told her I’ve been waiting days for them to call me back with that same answer but she wouldn’t take additional steps to find out who I spoke to and kept telling me they’ll call me back. She works in the “SERVICE” Department, so I don’t know why she couldn’t get her lazy a** up to find out the answer. I asked to speak to a Manager but she refused to transfer me to one, she just wanted to take my number and do nothing. Bad service! I had 3 Mercedes Benz in my life and never experienced anything like that. Mercedes has TOP tier service. This is my 1st BMW and I promise due to this, I will be looking to trade in my next vehicle and go back to Mercedes, where I can be treated with respect and appreciation and know that my car and questions will be taken care of !! Big difference! Read the reviews and tread with caution as this is your money that you are spending and you deserve to be...