The BMW Store

The sales side of the business is good… the service side has gone down-​hill big time… not sure what’s up with this place

Great service! Love how they treat their clients with so much respect

We recently purchased a pre-​owned vehicle from this dealership on April 30. Since then we’ve made three trips to see the service department due to squeaking breaks and a loud, sharp squeaking sound when accelerating and turning left. This doesn’t include other issues we’ve had (wiper piece coming off, not getting the key for our car for weeks past when we were supposed to get it) that we’ve had to follow up about.
Most recently we got our car back and the squeaking issues returned within one week. I’ve emailed the pre owned manager and service department manager and haven’t heard anything for seven days. At this point we are just frustrated with what feels to us like a total lack of caring about the fact that our car isn’t performing the way we were guaranteed it would. The customer service is abysmal.
This isn’t your typical used car purchase. This is a luxury vehicle with only 30,000 kms on it. Totally unacceptable.
I wish we had read the reviews here before purchasing from this dealership. I am beyond frustrated with dealing with these managers and this service department.
My next step is contacting BMW corporate to have this resolved. Based on the reviews here, it seems like this dealership shouldn’t be open for business.

Always great service :)

I’ve never had a problem with my 330 over 9 years until I had it serviced here. All sorts of things started happening leading me to suspect sabotage. They even replaced a battery that they already replaced 6 months prior and the dumb knitwits thought they could hustle me for the charge. They didn’t even bother asking me for approval they thiught I’d be so dumb to pay for anything they «diagnose». Too bad zero stars isn’t an option on Unilocal

Unacceptable level of service here.
Hate leaving bad reviews, but needs to be done here and am contemplating about contacting bmw Canada.
First time car came back dirty when supposed to be washed, not a big deal, but don’t say you are going wash if you aren’t. They also seemed to blame me for using a cheap Chinese charger resulting in cigarette fuse blowing. I was using a Belkan from futureshop, but anyhow whatever the case shouldn’t blame customer.
Second time, they scratched interior of my car but admitted their mistake. Ok, again mistakes happen, but i had to book more time off to come in 2 more times for them to fix. Well at least they were honest.
However when I received car back they forgot to put the centre piece back in all the way! It was not reinstalled correctly, leaving a large gap in between the carbon fibre and centre piece lol.
Ok whatever, these things aren’t good but not the end of the world.
The final straw though was my last visit. After getting car back from fixing a recall part. Driving away, the interior of my car filled up with white smoke. Smoke was coming in through the vents from the engine!
Turns out while replacing the part (vanos bolt), they spilled a bunch of oil onto my engine and did not clean properly. They tried to wash it off which helped the white smoke, but there was still a strong burning oil smell the last day driving around. Guests I was driving around noticed it as well and I had to drive with windows open in the rain lol.
I sincerely hope they can turn it around here cause I do like BMW and these guys are most convenient for me to go. But there is something systematically wrong with your service department here and it needs to be reviewed. Many of my friends and acquaintances have expressed similar concerns at this particular service location as well.

I recently leased a BMW from the BMW store. Had a great sales person named Austyn MacKinnon showed me models in my price range.
Austyn went over options and features, I was truly impressed with her knowledge and care. She wasn’t snobby and didn’t use any high pressure sales tactics, Austyn is very genuine and honest. The management team was accommodating due to my budget and credit score they made my lease work.
I have shopped for a BMW for awhile went to; Parkshore, Brian Jessel and Autowest, found the best pricing is at the BMW store. Austyn by far has given me the best customer service and pricing out all Vancouver BMW dealers.
NOTE to be Continued — car due for service soon. as per fellow UnilocalERs reviews of the service department are poor. Will see in a month.

Waited for one hour in the lobby to get dropped off, no one was at the front desk for very long people going in and out, others for lunch and I could see the frustration in the other peoples faces waiting. Bought a car from here and it was very good but service was not very good. At least tell me it might take up 2 an hour not just sit me down.

Brad from service department was very kind to drive to my location to look at the car since i was not sure if it was safe to drive it to the location. This is what i call a superior customer service

Service department.
Have been in on several different occasions with my vehicle for troubleshooting/​service related issues and staff are always helpful accommodating. Service advisor is really nice too.
Recently bought the platinum detail package for my vehicle and they did a very good job, looked brand new again. Worth it if you like to maintain your vehicle well.

I have the worst experience of service ever. As they have changed from there words and while promised me to not to charge 371 dollar for one work and today when I came to pickup they said your car is with us and u have to pay other wise you won’t get car.
Now I m going to make video on you tube and post it every where every one should know. Manager is one woman with short hair and even the staff is saying I don’t know.

Had a flat on the weekend. They were able to patch it up for $ 70. Thank you very much!

In December 2013, my BMW 745i had a major coolant leak while I was driving near The BMW Store. I drove it into the BMW store to have them look at it. A few hours later, I received a phone call saying that the service tech needed to open up my intake manifold to look at the leak (costing ~$ 1200.00). That was just looking at it and not fixing it. I told them that I know the history of the N62 engines with the leakage of the coolant cross-​over pipe under the intake manifold, however, I had it fixed a year ago by INDY shop. I told them that I do not want them to fix it and that I will send it back to the INDY shop. The INDY shop looked at the coolant leak and said the problem was that a coolant pipe in front of the engine came loose and all that is needed was to reconnect the hose. He said that anyone can see the hose disconnected if they look. It only cost me a fraction of what The BMW Store recommended to analyse the problem. Furthermore, The BMW Store charge me $ 170 for the wrong diagnosis. They tried to rip me off with doing unnecessary work.
After the took my car to The BMW Store, I constantly got emails from them asking me to rate them. After the 4^th email, I decide to rate them and tell them what happen. After that, I never heard from them again. Terrible service!
One more thing — The BMW Store also overcharges for BMW parts. For example, I bought coolant from them for $ 36, but Auto West in Richmond and Brian Jessel sells the same coolant for 40% cheaper. The BMW Store charges a lot more for parts than the other BMW dealers.
So be careful if you take your care to The BMW Store.

This our 2^nd BMW vehicle but it is our first new one. James Lee was our salesman and he was very nice and thoughtful, and made the entire buying experience wonderful! We will definitely come back in the future for another BMW!

I wish there was a 0 stars rating for this dealership. I purchased an X5 from them last December and the salesman (daniel I believe it was) would say pretty much anything to make the sale. First the original price that they would give me for my trade in went down. Then our offer which was originally verbally accepted, went up $ 500. We really loved the car and it had an M package which was hard to find so we just paid it. We were also promised rubber floor mats which we never got even though we called numerous times for them. We were told they were out of stock. Come on, BMW out of rubber floor mats??? Give me a break! Then no one ever followed up with us to get them to us. Bunch of liars this dealership is!

I’ve had a complete run-​around with this dealership over an issue with the car radio. Nobody could find the issue initially and suggested a technician go for a ride next time it happened (which is always when the car is running) A month later, when I had a free moment, the BMW technician who rode with me confirmed there was a problem, appointment was booked, car taken in, only to be told that they didn’t think the extended warranty coverage I purchase would cover the issue (this additional coverage btw was over $ 2,000.00, and now BMW Store is telling me I could be on the hook for upwards of $ 1500.00 to fix a faulty radio) To this end, my husband who understands audio suggested he might be able to fix the issue. I had the shuttle come to pick me up and I collected my unwashed vehicle without a single apology for any of this run-​around from anybody. Incidentally, I have been driving BMW for over 30 years, and always received top notch service at Brian Jessel, and had only switched to The BMW store due to the proximity to where I live. This has been a living nightmare of inconvenience on so many levels. The colossal poor communication and disregard for their clients and terrible manners have me looking at Audi vehicles now.

Im sorry to hear others had bad experiences here. Ive given my business to bmw store b/​c I had a bad exp at bjbmw. So far w 2 services I have been very satisfied. Oil ch, brakes & t/​u only $ 2200 on a 2003 320i. I arranged for saturday appt first thing & got it by the end of day. A bonus was to try a new service loaner. Last time I got chauffered in a new 750i. Too big for me so I wont be buying one soon. Nevertheless I was treated very well despite being dressed casually. Had I gone to bjs they would have avoided me & they have & so lost out on a sale of an x3 that my wife wanted. Oh in total we ve spent $ 3000 on repairs & maintenance over 10 yrs so I think our bmw is a pretty good car!

Staff is very nice and welcoming, but prices charged are really a scandal.
I recupered my car with the minimum done (they did not even make a plus for it, as little repairs that I had mentioned).

This was a very pleasant experience with The BMW Store from all aspects of the purchase.
The associates here are friendly and well trained regarding the features of the cars, I made the shocking experience that a lot of the car sales associates at other dealerships are sometimes not familiar with essential technical background. Not so here. All details, modifications as well as the process of ordering were well explained.
Also they are able to get the car pretty fast, I was surprised knowing the current delivery times in other parts of the world. Only 4 weeks. Someones new goodie is on the way… ;)
BMW Canada seems to have slightly different warranty and coverage policies than down in the U.S. or even in europe. In some parts it’s a bit more generous, in some others a bit more restricted. Make sure you look into that.
Overall a solid 4 stars for the sales department!
Cheers
–s

If I could give The BMW Store minus 5 stars, it would be complimentary.
Yesterday, I called the service department to ask if they could change a bulb in my halo H8 light on my 2009 BMW 335i Cabriolet. The service guy asked me to come at 3pm (which I did) and drive straight into the service bay, and they would do it in 5 — 10 mins on the spot.
When I got there at 2:55pm, the entire service area was littered with cars in/​out in the driveway all over the place. I was visibly parked right in front, and took the initiative to go around the back, but the back was blocked with dormant cars. Upon going back to the front (This has taken at least 10−15mins so far)
A customer who was backed into the bay WRONG WAY felt so moved as to walk over to my car and try and see if I could pull in or was waiting etc. The blind as a bat service technician that was outside the entire time with a cloth in his hand wiping little stains off her car didn’t so much acknowledge the cars piling up. It took an X5 behind me who was getting very irritated to start honking his horn. (This is minute 16)
The service tech FINALLY turns his head, and told me to go park outside in a space and walk around into the service area where there are only cars parked and is used as a drive through.
What is very concerning, is the utter rudeness, lack of respect and alienating of 3 paying clients because the service tech had no concept, no awareness, no manners period.
The X5 left angrily,
the woman with the White 328 sedan whom the service tech was obsessed with was feeling really awkward and offended, Can you imagine, she was taking so long with the guy, saw that he was ignoring all the logistics and customers, she felt compelled to walk over to me and see if she could help. This was a customer!
AND ME, well, I was getting close to purchasing an M6 Convertible from Tony over at sales. I had test drove it and we were just working out the details.
Poof! Just like that: A service centre with no standards.
Poof! A service tech that was obnoxious, dismissive and rude just ruined experiences for 3 well heeled clients.
I have to break it to Tony (I guy I respect) now that the sale of the M6 is a no-​go, as I have lost all trust and realize that the ordeal across the street with the rude, absent-​minded service people is a red-​flag factory.
Did I mention that I called the service manager, of course, got a voicemail greeting. I gave her an opportunity to call me back and resolve the situation. BUT, not unexpectedly, she never returned my call.
No BMW Store in my future.
Consumer: Be very careful, and in my opinion, with 4 other BMW dealers in the city, you should avoid The BMW Store. Period.