BMW of Reading

Reviews 3

TO

Tom Gartland

I purchased a low mi BMW on July 15 2015 with a limited warranty. The sales experience went as expected for any car dealership. Heres where my problems with Tom Masano BMW of Reading began. When I brought the car home I noticed a nail in the tire it could have happened on the way home that evening but after my dealings with them I highly doubt it, I had to pay 50% the cost of the tire the next day at the dealership. Was happy with the car until Labor Day the car I had for just over 6 weeks failed to go into reverse. I called the BMW of Reading and they said I could drop it off the next day and pick up a loaner. I had to call into the service department every day looking for an update and was told each time the car was still being diagnosed. Finally 3 days later I was told the car needed a new transmission, new starter, new battery and a steering column sensor, totaling roughly $12,000. I found this to be absolutely absurd considering the car was 6 weeks off their lot and went through their point to point inspection. So the individual I was working with from service agreed with me and said she would talk with the GM and my sales rep to work something out. So we go another 2 days without them calling me when finally I called into them looking for answers. I was told from the service department they would put me on hold and send me over to the manager on duty. Rather than put me on hold she put the phone down called him over said who I was and clear as day I could hear him say "nothing we can do he bought the car" when service relayed this message to me I demanded to speak with him and after 1 ring he sent me right to his voice mail. At this point I reached out to BMW of North America who told me the dealership should be willing to work with me but there was nothing they could do as the repairs did not fall under any warranty but was so frustrated with the lack of responsibility at BMW of Reading I still went through with a formal complaint. So after another full day of no call back I called into Tom Masanos office and talk with them. Immediately after I received a call from the GM who gave me 2 options trade the car in and deal with the inequity from my loan on top of the cost of repairs getting deducted from the trade in value, or pay $5,700 for all the repairs. He didnt seem to understand or care that 6 weeks ago or 8 by this point the car was being sold on their lot as pre-owed BMW that went through all these checks and balances and had every issue addressed. I still thought this was unacceptable so I was considering my options of just taking the car and trading it in elsewhere and no longer dealing with this dealership but that didnt make much sense. So I tried calling Tom Masano again because that was the only way I was able to make any progress. This time after explaining my frustration for about the 30th time to someone over there when the GM at BMW called me back he said I would only have to pay $2,000 even no taxes no labor and have all the repairs completed. I reluctantly agreed as much as I didnt want their service dept to touch my car the laundry list of repairs would have probably cost much more elsewhere. Which leads me to the day I picked the car up (3weeks). I paid the $2,000 dollars my car was brought around and I went off to work. The entire ride I noticed a funny odor in the car when I arrived at work I noticed roughly and inch of standing water on the floor in the back seat. So I immediately called into the service dept and of course the manager was not available, so I asked for the GM. When the GM took the call he told me to drive it back up there and they would shop vac the water out.I told them I wanted the water leak to be cleaned, diagnosed, and fully repaired and a loaner delivered. So after days of no call from them I received a call my car was ready to be picked up. The hose to the sun roof became detached during the repairs. whoops sorry! I tried to get reimbursed my 2k no luck. So save your self the aggravation, Im convinced I would not have this problem had i purchased elsewhere

CH

Chuck Coder

I bought my Certified Pre-Owned 2014 BMW 335i XDrive from BMW of Reading and it was a fantastic experience. I live in Charlottesville Virginia and my salesperson, Michele Grim, worked out all of the details, including the valuation of my trade in, prior to me making the four hour drive to the dealership. When I realized I was picking up the car on a Friday of a holiday weekend, Michele made sure everything that could possibly be done in advance was done so that I could get the transaction done and make it back to Virginia prior to the holiday traffic becoming unbearable. When I arrived, the car was pulled and ready for me to test drive and Eric quickly set out to appraise my vehicle. Eric found a small dent in my car that I honestly hadnt seen before but still honored the price that was pledged when I sent pictures of my trade in. Michele took me on a test drive and showed me all of the features on the car I was purchasing. Back at the dealership, Michele shared with me various additional services available for purchase ranging from paint protection to an extended warranty. There was zero pressure. Michele explained what was available and how much it would cost. Next, I went to see Laine who handled all the paperwork. Again, no pressure to use a specific bank or any other high pressure sales tactics that no one likes. He was extremely professional and well prepared for my transaction. He had me in and out in less than 15 minutes. The entire process took two hours. This is how car buying should be. Unfortunately, I had to drive four hours to experience it. Michele, Eric and Laine arent your usual car salesmen that weve all come to despise. I was treated with respect and courtesy the entire time. They were prepared to sell me my car and they did so by giving me a fair amount on my trade and pricing their extremely clean vehicle at a competitive price. What else can you ask for? As for the car, its so fun to drive. Im really happy with it. Its only been a short time but I can see driving back to BMW of Reading and buying my next car from Michele when it is time for a new one.

BR

Brian W

Will not go there again. I dont trust them. We were looking for an older model convertible for the summer. They had two used Z4s (black and gray) for sale that neither were serviced. It took them about 3 days to tell me that the black one needed about $6k in repairs so theyre not selling it. We drove 2 hours to take the gray one for a test drive and had some minor issues I wanted looked at. The salesman had another customer at the same time and I guess we were supposed to wait. He came over and gave some excuses about the issue and asked if we wanted to put down a deposit. We said no and then he tells us several people have been looking at it, blah blah. I found another car at a different dealership that we decided to buy and while signing the paperwork, we get a call from the dealership. Checked the voicemail when we got home and I believe it was the sales manager. He said the car was reduced about $1k and weve been busy, and lots of people interested in the car, if we wait for it to be serviced, itll probably be sold, blah blah. I think you get my drift. Ive been around the block a couple times so am not surprised that the one I test drove is still listed on the site. The black one is still listed on their site! So either we were "misinformed" about the costly repairs to the vehicle and they wanted me to buy the gray one which was about $3k more, or someone is going to get stuck with a bad car. I hope it was for me to spend more.