BMW Gallery

Dealership Technician breaks it, you pay BMW's are beautiful vehicles, for which a premium is paid for the ride, look and status. It actually saddens me to have to write this review, however BMW's are beautiful vehicles, for which a premium is paid for the ride, look and status. It actually saddens me to have to write this review, however, my recent experience at BMW Gallery was very disappointing and I feel needs to be shared. When a problem caused by a BMW technician occurs, my expectation is that the dealership will act reasonably in a manner to preserve the relationship with the client so that future business is fostered, and word of mouth advertising remains positive, It is always possible to address an unfortunate, unexpected situation in a productive manner by demonstrating values of fairness and reasonableness that will satisfy both the client and the dealer. My experience had to do with regular service, with one extra item of a windshield replacement for my 650i due to a large crack. I was phoned by the dealer to let me know that the BMW gallery technician stripped the bolt when removing the wiper arm, which needs to get done prior to replacing the windshield. I was told that bolt and the nut were 'brittle', (on the top premium vehicle in the entire BMW lineup-really??!!) and advised that the bolt couldn't be repaired therefore the entire windshield motor assembly needed replacement, at a cost of $1300. I indicated that I expected that since a BMW employee damaged the bolt, they would be paying for the repair. After a long explanation from the service manager that essentially amounted to 'sometimes these things happen', I was advised that I would be responsible for the repair for damage they caused. To add insult to injury, I advised the service manager that the wiper arm in question had been replaced 2 years earlier by BMW GALLERY, so if the nut was over-torqued, it was done at that time by a BMW GALLERY TECHNICIAN. This made no difference to BMW, apparently. The service manager did offer a reduced price to complete the repair, which I still feel should have been fully at their cost, but I agreed to the reduced price to get the car back. I find it unconscionable that a premium car brand would not cover damage clearly caused by their employee during a standard repair procedure, and that they would then expect the innocent client to assume part of the repair cost. What I don't believe is understood by BMW Gallery is that preservation of the relationship with their existing long term customers (I have been patronizing this dealership for 8 years) is vital to their long term business success, particularly in the harsh economic climate we find ourselves in here in Alberta presently. With this experience, my relationship, and desire to do future business with BMW has been negatively impacted. One bright light of this whole experience was the service advisor, George, who was professional, empathetic and tried hard to make the best of the situation, to the extent of his power to do so. Overall, a very disappointing experience at BMW Gallery. More

SERVICE? department. Amazing vehicle's and beautiful new dealership. Sadly not all changes are good. It's a number of years now I have enjoyed this particular BMW outlet a Amazing vehicle's and beautiful new dealership. Sadly not all changes are good. It's a number of years now I have enjoyed this particular BMW outlet and have had no issues what so ever, that is until recently. Everything is wonderful when expectations are met. Then as things sometimes do, something happens. No matter how minor the issue may seem to the professionals responsible for their area including customer service and appreciation, to a proud and happy BMW customer it is huge! I thought I was the only person who knew it was there until a friend of mine remarked " you've got a scratch on your car" sorry but this just threw a little fuel on the fire. I explained it had happened while my car was in for service. In all fairness there was an offer to fix it, but at that point listening to the reasoning and justification the issue was not addressed resulting in a lack of confidence on my part. There was further follow up from a service writer whom I must say along with the other agents I have had the pleasure to work with, was wonderful. That is as far as everything went. I guess one has to wonder where the leaders were? Are they really interested or is this just a minor event not worthy of their time, passing their views through others? More

Why didn't BMW Gallery want my business?? I'm astounded by the treatment I got while shopping for a new BMW X5-50i We visited them first as they were closest to our home than any other deal I'm astounded by the treatment I got while shopping for a new BMW X5-50i We visited them first as they were closest to our home than any other dealership, the online appointment and first visit were great.. though I had to wait for 15 mins before the Sales person made it to me coz he was attending someone else. He made it up with his presence of mind by knowing what vehicle I came in and the way he presented the X5 as a capable replacement. He made me test drive 3 models... X5 35i, X5 50i and X5M. It was good experience and we were happy with the vehicle but as it was our first option, we decided to try some more before we finalized and told them about it. 3 weeks later I again scheduled an appointment for trade evaluation, this time the wait was 45 minutes before the sales person showed up. I didn't complain as I had booked the time at a days notice. I told them I have to decide and get the vehicle by end of August and I went over the X5-50i inventory told them my color preferences n all. The evaluated my trade and promised to get back to me within a day. After waiting for 10 days for a response I decided to buy another vehicle. I really cannot come to terms with it, why didn't they get back? In this economy, that too for a vehicle with $105K price tag! I could only say, that I have negative experience and I'm not buying a BMW in near future. Glad that these guys told me both BMW dealerships in Calgary are owned by the same people. What a shame! More

Jeckyll & Hyde Brought in my car for service and it was great. Anna, attended to all our concerns and made arrangements for us to get to work and home. She even to Brought in my car for service and it was great. Anna, attended to all our concerns and made arrangements for us to get to work and home. She even took care of contacting our after market warranty Co. Excellent customer service from their service dept. Now the bad part. We were trying to get an upgrade but the person assigned to us, Malcolm, must have very bad memory because he always forgot to call us back. Last we heard from him, he was going to ask his manager, who we think works at the other side of the world as it's been 2 weeks now and he's not returned our call yet. Did not even check if we could put down a deposit or pay a higher monthly fee. tsk, tsk. Not good business practice in an economy such as ours. More

Devon Glidden always goes above and beyond her job . She always does her best to make sure our cars are in and out in timely fashion, that's because she seems to run non stop. She is so polite and expl . She always does her best to make sure our cars are in and out in timely fashion, that's because she seems to run non stop. She is so polite and explains how the service was and what you may need for repair. We will only deal with Devon when we are in for service. More

Sales and Service BMW Gallery and especially the service department (Devon) is the reason I continue to remain a loyal BMW customer. With very little to differentiate BMW Gallery and especially the service department (Devon) is the reason I continue to remain a loyal BMW customer. With very little to differentiate high end performance vehicles these days, I have come to value the extraordinary customer service, loyalty and passion towards meeting the needs of myself as an end user. I would recommend a BMW to anyone but especially is purchased and serviced at the Gallery. They will always have my business!! More

Very bad customer service My wife called in to make an appointment for a test drive of a 228i convertible. The receptionist said to come right on in and they could help us out. My wife called in to make an appointment for a test drive of a 228i convertible. The receptionist said to come right on in and they could help us out. My wife questioned the receptionist as we did not want to waste our time and their time; she assured us that it would not be a problem. We arrived an hour later and approached reception and she called up a sales person (Wally),his body language and demeanour was not very enthusiastic, it was like we were wasting his time. My wife and I told him which vehicle we were interested in test driving. He told us he would look for it. A half hour later Wally returned and said the car was out being detailed. Wally left it at that no apology or anything, it was odd. My wife asked what the point of making an appointment was if the vehicle wasn't here. Wally threw the receptionist under the bus by saying she doesn't know what's here. Wally didn't try to rectify the situation at all he didn't offer the hard top model or reschedule another appointment. I then said to him that we may as well go to Audi.. If this is their front line of sales what is the reflection of the rest of the dealership. More

Their word does not stand when purchasing a vehicle. Tried to purchase a car that was on their lot through a bmw dealership here in mississauga. They said ok if we could make a deal for full list price Tried to purchase a car that was on their lot through a bmw dealership here in mississauga. They said ok if we could make a deal for full list price. I readily agreed to this on top of the extra fee from our dealer (very fair) and shipping. Signed papers, credit approved. Our dealer called jerome and the deal was done and gallery bmw was told they could ship the car. That was monday afternoon. By wednesday afternoon, we were told they sold the car to someone else on tuesday. Why is this i wonder? Couldnt be bothered to honor a verbal deal made between two bmw dealerships? Our bmw dealership was very professional, friendly and helpful. Why not theirs? More

Where to begin......I live less than a mile away and take my car across town for all service. Why? well. 1 - I bougth my first BMW in Kelowna. Price was $5,000 less for identical car. BMW Gallery attit my car across town for all service. Why? well. 1 - I bougth my first BMW in Kelowna. Price was $5,000 less for identical car. BMW Gallery attitude was "if you don;t buy it, someone else will." 2 - had the airbag light come on one Saturday afternoon. Quick search of on-line forums told me the clock-wp[ring was the most likely culprit. Despite BMW saying airbag light is a "critical issue" it took almost three weeks to get into dealer. 2a - dealer dismissed my research on clock spring, said it was the airbag. Needed to order parts, could not be shipped by air, would need a second appointment next week. 2b - airbag arrived, installed, warning light off. For 4 days. Then warning light returned. 2c - another 3 weeks to get dealership to look at car. Sensor they say this time. Keep my car overnight, ordered parts and replaced next day (third trip, 4 days in service). Light nto on when I picked it up, for 5 days this time. Then warnign light came one again. 2d - another three weeks to get into dealer. This time, they want to replace closk spring. Finally, looking at the part I asked them to look at 6+ weeks ago (fourth visit, 6 days in service). Again car kept overnight to order parts. 2e - car returned, airbag light not on, all is good. Or is it. about a week later find that windshield wipers don't work. Switch broken when they installed clock-spring. 2f - Parts order, only 1 week wait to get in this time. Dropped car off. 4pm, no call that car is ready. Service deparmtent doesn't answer and doesn't retrn message. Next day the call me, only after I leave a VERY angry message for GM. They can't find my car. Two hours later, they find it, it was parked on thier lot but someone forgot about the paperwork, so it sat there. 3 - Write letter to BMW to tell them about the comedy of errors above. BMW Canada forces dealer to give me full detail to "appologize" Of course, three weeks to make apointment. When I pick car up there is a white residue all over my seats. So I show service manager. Says wrong product was used, if I leave car with him he will have if fixed first thing tomorrow AM. My reply - no effen way will I let you touch my car again. I wouldn't trust you to put air in my tires. My never buy another BMW because your service department is incompetence broders on negligence. and I have never been back. More