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August 2024 by Justin Timpano
Just had my car repaired, great experience and customer service. I worked with Ben and he was awesome.
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August 2024 by Charles Pious
Great experience purchasing a new BMW from Jacob Pope.
Might have been the easiest car purchase in 40 years!
Good people to work with and not rushed with time in new vehicle reviewing all the features.
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August 2024 by Kristen
My experience with BMW of New London has been less than satisfactory. From the moment I purchased my car, I encountered issues. The car (certified pre owned or so they said) was riddled with problems with the interior issues some of which were not disclosed during the sale. While they promised to fix these issues as I let them know of said issues within 24 hours of having the car, some issues they refuse to fix. The service department had my car for an extensive amount of time, leaving me with a loaner longer than I would have liked. I was in a loaner longer than being able to drive the car I purchased. . The constant back-and-forth, unfulfilled promises, and lack of transparency in communication have been frustrating. It seems that their primary focus is on profit, rather than customer satisfaction. I regret my decision to buy from BMW and would caution others to carefully consider their options before doing the same. They are liars, and thieves. And my car even after a month wasn’t fixed despite them having my car that long.
They called me to come go my car while we waited for additional parts to come in… start the car and my check engine light is on…. And THEYVE had my car. This has all happened within 30 days folks and it still hadn’t even been 30 days. For a dealer that has had my car and is waiting for parts, why would you give it back to me with the check engine light on? And then when I bring it back inside you’re confused as to why it is on? The car has been In YOUR possession… needless to say my car wasn’t fixed.. the interior lighting was partially fixed and looks stupid because it was only partially fixed.
The lighting was fixed. And it hasn’t even been a year haven’t even put 10,000 miles on the car and my check engine light has been on 4 times. 2 times in the month of July alone. Oh and it had a radiator issue too. For a “used certified” BMW, it doesn’t sound like it was ever really certified. In fact, due to their nature of lying and just taking money from people, I’d bet that they just mark cars as certified to make it “sound” better.
I was told this check engine light was due to a radiator “flap” which was already fixed once by you guys. Needless to say a part had to be ordered. I was told by your service dept that this was a 3 HOUR job.. I made it known if was going to be longer I needed a loaner car.
Dropped the car off at 850am to no one being at the service desk. Once one of the reps came in I reiterated I cannot be without a car the whole day.. I have a child … I need a car.
Going on 6 hours and the car still isn’t fixed.
Between sales and the service department the whole BMW New London dealership is a shitshow/joke.
Adding to edit 8/12/24 3:21 pm
Due to your response and being unable to add an additional comment——
So you and your sales team should keep your stories straight… thank you for confirming your dealership lies . Your SALESMEN told me and my son’s father in front of the OWNER that the car was certified. If I need to drop names I will. Also do not write like you were doing any courtesy or favor to myself for the issue with the lighting or anything else, as I had to argue with you to even get that resolution. You were not willing to do it, until I had to not let it go. As far as the check engine light the first time I came in was due to a recall, and you fixed the radiator flap. This last time you fixed the bottom … which you should have done the whole job to avoid a customer coming back, but again going back to the initial review you guys are thieves and liars.
Everything was there in my car and was working during test drive, day I go to pick up my car the valve stem covers and rear cargo cover was gone/missing… and I had to say something and then the OWNER had to go run and take one from another car. Again you guys are thieves. You don’t care about customer satisfaction. No need to respond to this revie
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August 2024 by Daria McCollam
If I could 0 stars I would. I went in 2 weeks ago. For a car, I wanted to drive away in that day. They said it was on order, waited 7 days, after putting a 2000 dollar deposit down. Then I got told I needed a co signer. Refused the deal, because another dealership was fine with my money down and payments. Called to get my deposit back.....no answer....called to talk to a sales person...no answer...this was another week of calls....went in to get my deposit back in person, told I had to wait another few days for the financial department to be there...someone tell me, why can another dealership be so kind, nice, and assisting and this dealership be absolutely rude and unhelpful. Holding on to my receipt to make sure I get my money back, because they almost refused to do it, because I told them they treated me wrongly. Bad business. Be better.
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August 2024 by Joyce V
Jacob Coverdale and Wheeler both provided 5 star service from beginning to end during my recent purchase.
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July 2024 by nadeem hussain
Most smooth and easy and rapid new car purchase of all time. Lifelong BMW loyalist now! I met Jacob Pope just a few days ago for the very first time. He may be a young associate but he was so pleasant and resourceful and gentle that he made our family of three 100% comfortable from the start. There was also the manager Wheeler who by far the most pleasant and professional car sales manager i have ever met. Within two hours of meeting them our new car purchase was all set and squared away! this whole experience made me realize that it’s the people that make the difference and I would highly recommend this dealership to anyone ever considering a new car purchase again.
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July 2024 by Mat Chojnicki
Scheduled a test drive because I was interested in buying an M440i and on the way to the test drive they called me and said the car is not their, theirs always something smh.
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June 2024 by charles shick
Great first visit to the service department today. ? Nice waiting area and frequent updates.
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June 2024 by Cynthia Frantz
Wonderful experience buying an X1 from Jacob Post at BMW of New London. Professional and conscientious. A pleasure to work with! And I love my new car!
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May 2024 by Stephan Schultz
I had an underwhelming experience at this BMW dealership service center, which was disappointing given the brand's reputation. Throughout my years of car ownership, I've engaged with numerous dealership services, but this particular center was notably the worst.
My primary issue was the lack of accommodation for a loaner vehicle despite the service extending over four hours, which is a significant inconvenience given my work commitments. Interestingly, I observed preferential treatment where another customer received a loaner immediately before me, suggesting that connections might influence their service policies.
Also, the staff attempted to charge me $200 to inspect my vehicle for a brake pad replacement, which was clearly necessary according to the car's service indicators. After some insistence on my end, they waived this fee, after i made them realize how ridiculous this sounded.
The customer service was also lacking; the front desk staff were discourteous, impacting the overall service experience negatively. also, after servicing, my car was parked in an impractical location at the back of the dealership, complicating the retrieval.
I don’t recommend their services. I have since switched to BMW of Warwick, where the staff exhibits professionalism and respect, addressing any issues promptly without trying to rip me off.
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May 2024 by Phil Rock
I’ve been very happy with their professionalism, excellent service and very helpful employees (thank you both Amanda and Ken.)
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May 2024 by Liz Farley
My car faulted during an upload and froze. Amanda, who works in service, was outstanding. She sent over a loaner right away, since I had two medical procedures that day at noon. She gave me her cell number so we could be in constant contact. Amanda certainly went above and beyond during a very stressful time. She was understanding and compassionate. New London BMW is lucky to have an employee like her. She truly understands what "customer service" means.
Best,
Lizanne Farley
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April 2024 by Mister Tolly
I scheduled an appointment for a Tuesday at 11 am. They called me that morning around 8 to let me know they did not have the parts and they would order them for Friday. I go in Friday to drop the car off at 7am, nothing was mentioned about not having the parts. They took the keys and gave me a shuttle home. I call around 1pm because I received no call, no answer. Finally they answer the phone around 2pm just to tell me they have one part but they “might” have the other parts the next day which would be a Saturday. Mind you my car is my job. The point is they were unprofessional about it. Do not schedule any appointments until you know you have the parts for sure and they’re in the building. I waited three days for parts just to get nothing. I had to make an appointment with a BMW that was an hour away. Meanwhile not being able to work!!!!!
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April 2024 by Tiffy Tiff
I purchased a brand-new BMW M440i from BMW of New London on February 14, 2023 and what I thought was a good investment quickly turned into a never ending nightmare. On numerous occasions the screens had to be reprogrammed due to faulty equipment. The hands-free tailgate isn't operating as it should, it too has been checked several times. In December of last year the drivetrain malfunction failed and had to be replaced. January 2024 the IBS cables burnt out tripping other wires which had to be replaced. At the time I had not owned the vehicle for a year. On startup it makes a loud whirring noise that continues as I’m driving regardless of the speed or distance travelled. This noise has caused me unnecessary frustration, stress, and embarrassment. Its so disheartening, I refuse to drive anyone in my car, I feel ashamed driving around in local areas as people stare at the nice car that sounds not so nice. BMW insisted that this noise was a normal car sound. As we fast forward to March 2024, I am faced with yet another mechanical issue, heater flap actuator failure. And while my car is being maintenance at BMW of Bridgeport, I am using loaners. The vehicle’s constant electrical and mechanical issues have left me feeling unsafe, stranded on the side of the road and unable to operate the car far too many times for a brand-new vehicle. When I visited this dealership and purchased my car it was my understanding that I was purchasing a reliable vehicle, and this vehicle is not it. I do not recommend anyone purchasing from this dealership.
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April 2024 by Tami Strother
Overpriced As Money Seems To Go In Other Pockets. Should Keep An Eye On Particular Department Managers. Bad Experience
