Ray Catena BMW of Westchester — Local services in Town of Greenburgh

I’ve been a loyal Westchester BMW customer for years, and while I’ve always had good experiences, this recent visit started off rocky. There was some miscommunication about getting my lost key fob deprogrammed, which led to multiple canceled appointments (one of which came with a cancellation fee) and a lot of unnecessary back-and-forth.

By the time I arrived at the service center—before the 3 PM cutoff—I was pretty frustrated, especially since my lost key could have been used by someone to steal my car. This wasn’t just an inconvenience, it was a real safety concern for me.

Here’s the thing: despite the mess, my service rep, Sean, went above and beyond to make it right. He took the time to understand the situation and personally made sure the work was completed that day. His professionalism and empathy turned a stressful situation into a manageable one.

While I’m still coming to terms with the $803 charge for the new fob and reprogramming, I left feeling relieved—and grateful that I can sleep without worrying about my car being stolen.

Thank you, Sean, for turning a bad day into a better one.

BELOW IS THE REVIEW OF WHEN I BOUGHT MY CAR IN 2024

A Refreshing Experience at BMW: Meet Emon Ferdinand-Mignani, the Ultimate Salesperson

I have never liked stereotypes, especially when it comes to car salespeople. But, during my recent visit to the BMW dealership in White Plains,, I was pleasantly surprised and had my preconceptions shattered by a remarkable individual, Emon Ferdinand-Mignani. If she is the embodiment of what selling cars is all about in this modern age, then count me in as a staunch supporter.

Emon Ferdinand-Mignani was the epitome of the perfect balance between honesty and professionalism. From the moment I walked into the dealership, she made it clear that her priority was to provide me with the information I needed, rather than pushing for a quick sale. Her transparency throughout the entire process was truly refreshing.

One of the things that struck me about Emon was her lack of pushiness. She did not resort to high-pressure tactics or aggressive sales pitches, which are all too common in the automotive industry. Instead, she patiently answered all my questions, addressed my concerns, and allowed me the time and space to make an informed decision.

Emon's approach to selling cars is a testament to doing it the right way. She genuinely cares about her customers' needs and preferences, and it's evident in her interactions. While she undoubtedly aims to make a sale, she does so with integrity, respecting the customer's choices and ensuring they feel comfortable throughout the process.

If BMW prides itself on making the "Ultimate Driving Machine," then Emon Ferdinand-Mignani is unquestionably the "Ultimate Salesperson." Her commitment to excellence in customer service and her unwavering professionalism set her apart in the automotive industry.

I cannot wait to recommend Emon to everyone I know who expresses the desire for a new car. She has not only reshaped my perception of car salespeople but also set a high bar for what customer service in this industry should look like. My BMW experience with Emon was nothing short of exceptional, and I am confident that others will find the same level of satisfaction in their...

Had a bad experience buying out my lease here.

Reached out to buy out my lease upon the 3rd anniversary of my lease. Talked to the same sales advisor (Carlos) who handled my lease initially, and agreed to complete my annual service (e.g. oil change) and fix an open recall outstanding on my vehicle, while my vehicle was still within warranty, before making the buyout transaction.

Drove an hour+ there, spoke to folks in the service center, was told that they didn't have the parts for the recall fix there. Didn't think too much of that, given that I have established multiple emails ahead of time with sales to be prepared ahead of my arrival. Mentioned his name to the service rep, and was brought to the sales desk while they "handle" the fix. Didn't think too much of it. They should have me covered for such a simple task, right?

A while later, was told that the buyout procedure is ready. Signed a bunch of paper, and drove away my car. Didn't think too much of it.

A couple weeks later, received the recall alert again. Surprised, but still not thinking too much, I reached back out to the sales advisor, asking why the recall was still outstanding. This is when we started having significant delays in responses (if we were lucky to receive a response at all). Our calls and emails were either ignored or required a long time to receive responses that were not helpful (e.g. still checking). At the end, after we sent a final angry email, learned that we need to bring the car there for another fix.

There was absolutely no record in my CarFax that anything was done during my visit. No record of a recall fix, nor an engine oil change, nor any service item that were agreed upon before my visit to buyout the vehicle. I don't know if they didn't actually do anything, or there's some slippery slope with updating the records. But given that they told me I have to come and fix my recall again, I'm leaning towards that nothing was done to my vehicle.

With my lessons learned, I'm not going to bother coming back to this place. I scheduled another visit, to my local BMW dealership that is much more responsible and caring to the customers.

This entire experience just left a bad taste in my mouth. We loved this dealership and the team when we started our lease here 3 years ago - they went above and beyond to help us securing the vehicle. However, this experience completely destroyed my trust with this place. What a shame.

I also don't understand why they are so myopic here. I would think they understand the importance of establishing a long term relationship with customers for continued business. This felt so unnecessary given that these were such minor issues that wouldn't cause them a lot of trouble.

Will be bringing my future businesses elsewhere for sure after...

I asked for a brand new car and was given a scratched, stained, dirty, disgusting vehicle with dust and food crumbs in its compartments. That is clearly not how a brand new, luxury car should be delivered; not even a pre-owned/used car should be delivered this way!

It looks like their staff was taking lunch breaks in the car and didn’t even bother to clean it out; left food grease stains among other marks. I specifically told the salesperson I wanted an untouched car.

No one should be eating in and chilling in any car that’s going to be sold to a customer, much less one that’s sold as “brand new.”

I asked the salesperson what the stains and dust that I saw in the front were and she said they came from the manufacturer. Why would the manufacturer do that? And why wouldn’t your staff properly clean it before delivery? When I told her about the scratches I found later she acted like I was crazy.

The dealership and salesperson continued to play coy and dumb like this wasn't a real issue even after I saw more issues and sent further photo evidence.

The salesperson then unnecessarily disrespected me and implied that I don't know what luxury is (because of my age, race, gender) - how does luxury amount to a dirty, stained, scratched car? Luxury is about comfort and convenience, and of course top-tier service. Me having to throw out the paper floor mat among other paper items, having a dirty car, and not being shown how to drive the car is highly inconvenient. She also never gave me the digital key! Being insulted is far from luxurious.

People with money don’t save price tags (window sticker). “That’s for you to remind you how much you’ve spent” is one of the stupidest things I’ve ever heard.

The dealership management never apologized and is not doing anything substantive to resolve the situation. They offered to clean the car which doesn’t change the fact that someone or some people have used it, and scratched it up. They also couldn’t clean it correctly the first time. Not to mention the continued waste of my time.

Lazy and disrespectful. I have missed medical appointments due to their unprofessionalism and I have spent hours documenting and reporting this situation. The car is gross and I don't want to use it. This is all absolutely unacceptable from anyone but especially a “luxury” dealership.

The worst experience I have ever had with a car company (or probably any company) and I know for certain that I will never pursue a BMW ever again, and I will tell everyone to also avoid the brand and this...