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December 2023 by Christina C.
I walked in to what is now West Herr BMW with my grandson on Saturday Dec 16, 2023, at 11:45 am, with the intent of taking a look at, and sitting in, a BMW IX, which I have been looking at online and have an interest in purchasing. There was nobody at the reception desk, and not a single person anywhere on the showroom floor. There were sales people in their offices, appearing to be chatting and joking with each other, but despite no other potential customers being in the dealership, not a single person came over to say hello or ask me what I might be interested in. I walked around to see what they had in the showroom. They didn't have an IX in the showroom. I tried to attract the attention of one of the sales people. They looked at me, said nothing, then looked away, and shut their office door. They had previously been chatting casually with others prior to that. I've never experienced such a blatant display of laziness, unfriendliness, and rudeness at a car dealership in all my life. I mean I like being able to walk into car dealership without being immediately pounced on, but this was ridiculous. I was very clearly there for a reason other than wasting my time walking around a car dealership for the exercise!!I walked back down the stairs, and out of the dealership, without anybody even acknowledging my presence, as if I was invisible!What is wrong with these people? I would now not purchase a vehicle from this dealership if they were the last BMW dealership on the planet. Perhaps it's because West Herr has taken over most of the dealerships in the area that they feel they're more important than customers? Quite bizarre!!I will drive out to Rochester NY, since that's the closest alternative BMW dealership to Buffalo. Clearly, West Herr BMW must not have any interest in selling any more vehicles this year. I guess everybody must have met their sales targets and are more interested in chatting with each other than being of service to a potential customer. Disgusting, shameful behavior and non existing customer service. I am going to write to BMW corporate in Germany to relay my experience at this dealership, so they understand how their potential customers are being treated.
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December 2023 by Mark Young
I had no service appt. recently. Otherwise they're great!
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October 2023 by Nora Z
You cannot get service anymore at this place. Since Westherr has taken over their service has gone down to trash. My check engine light is on, not forget to mention that they did service 1 month ago and they can’t even look at the car for another month. They wanted me to drive to Rochester to get service!Service: Auto maintenance
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October 2023 by Steve Shanor
Excellent service
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September 2023 by Nora J
You cannot get service anymore at this place. Since Westherr has taken over their service has gone down to trash. My check engine light is on, not forget to mention that they did service 1 month ago and they can’t even look at the car for another month. They wanted me to drive to Rochester to get service!Service: Auto maintenance
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August 2023 by Michael Williams
The service representatives were very professional.Services: General repairs & maintenance
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June 2023 by David Ore
Helpful bit pricey
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May 2023 by R K.
Horrible customer service. Tried to have my BMW i8 serviced for ONLY an oil change with more than a weeks notice. I live in Atlanta and have a second residence in Grand Island, where the car is at. I told them that I would be in town only for 4 days, (giving them more than a weeks notice) and asked if they could accomadate to which they said NO...first available would be in 3 weeks. Never will buy another vehicle from West Herr if this is the service they offer to a high end customer. This never would of happened with Towne BMW
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May 2023 by Adam P.
Very poor communication , sunroof issue a week later still no response or update on web , very disappointed.
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March 2023 by Mike S.
Adam, manager at Towne BMW, is quite literally the best customer service person I've ever known. When today became so hectic I could cry, Adam jumped in and did everything right to ensure I got done what needed to be done with my car---from sending a loaner and guy to take my car in for me to finishing the job in two hours and getting it back to me in a flash. The guy is patient, understanding and knows what it means to take care of customers---like it used to be. Give this guy a big fat raise Towne. He's gold.
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August 2022 by James S.
During this last spring I took my car to switch from winter tires to summer tires. I waited for the car, of course no loaner cars. Three hours later the service advisor tell me the tires were accidentally replaced on my car! This is service wasn't approved by me but yet they did it.Service advisor shows me my supposed lid tires , one had a screw in it, and the one was really wore done. He told me he would knock some money off the bill, unfortunately I too nice of a person and said okay.Oh and now they charge for tire storage. Poor customer service, lying service advisors.I will be not buying a BMW in the future, love the car but no place for service.
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June 2022 by Kayla I.
Was told the i8 I was looking at was mine even had sold sign with my name on it. Made a $1000.00 deposit, worked with sakes rep and we agreed to all terms. I knew I had a vegas trip coming so proactively told the rep overnight the docs. And I would sign when I'm back. The rep agreed to just do a routine battery chk to make sure the car charges since it's electric. He kept telling me the shop was busy and the mechanics will do the test when they are free. Then few days later he says his boss denied the test. Then my rep Corey was no where to be found ghosted me for like weeks. Pretty sure they sold the car but #1 we had a gentleman's agreement #2 you could just tell me the truth. Deposit made 5/6/22, today is 6/20/22 still no refund of $1000.00. Left messages for sales rep Corey snd his manager no response. Worst experience ever with a BMW dealership. I'm pretty hard to get upset or mad, I let things go too. This is just plain bad business, BBB review next. Stay sway lots of lies, not upfront management doesn't care either obviously. This was my honest opinion jut don't want others to deal with this.
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May 2022 by Cheryl S.
The WORST deal ship experience I've ever had. Purchased a 4 year old BMW X1 with 54,000 miles 3 1/2 hrs ago. 100% they knew they were selling me a lemon. The first month it was in the shop 3 times. One electrical problem after another with this thing. I have dumped well over $10,000 into repairs since I've had it. $5K just in the past 3 months . Had to replace the hood latches and 2 door latches ($3K) - dealer told me it was because I park it outdoors. It's a German car you would think it could handle some cold & snow. Now they won't take care of my recalls because the keyless entry doesn't work. I am not paying to fix a useless feature. They want $179 just to "diagnose" the error code. If you're not dropping $80-100K for your vehicle prepare to be screwed.
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February 2022 by Matt R.
Never again. Went to Towne BMW today to meet with a sales agent. Test drove a beautiful 2020 M550 x-drive ($67,000). When I returned from the test drive I noticed my sales agent in the office of the used car sales manager. I walked up to the office door (door was open) in clear view of the sales manager Daniel Singer and two other associates. Unfortunately the sales agent I was dealing with had his back to me. After standing around awkwardly with no acknowledgement whatsoever for almost 2 minutes I took a phone call and walked around the showroom floor to kill time. After circling back around to Mr.Singers office with my mask half way on, I was finally acknowledged. I can't make this story up and I know there were witnesses. Mr. Singer, who had no mask on at all looked up at me and said "Are you waiting on someone?" to which I responded "yes, my salesman". Mr Singer then proceeded to sit at his desk completely maskless and lecture me about my mask not completely covering my face.Mr. Singer, Let me teach you how to do your job so you do not lose customers in the future...........Mr. Singer - Hello Sir, Can someone help you with something? Also, if you could please cover your nose and mouth with your mask we would appreciate it.Customer - Oh yes, sorry, here is $67,000 for that M550.Mr Singer - Thank you for your business! Have a nice day.I'm not sure what world this man lives in that he thinks he can lecture customers about not properly wearing masks when he has no mask on at all. Meanwhile, I'm 15ft away from him and the other salesman in his office and he is no more than 4 feet away from the other said individuals. I will say he did have a plastic shield on the front of his desk, but the sales agents were located to the side with no protection whatsoever. I am not an anti-masker in the least. I respect the rules that are intended to keep everyone safe but Mr. Singer only seems to care about the rules applying to others while exempting himself. Eventually this used car shortage will come to an end and customers will be treated with the respect and appreciation they deserve. In my opinion this was a very unprofessional experience and due to the way I was approached this will be my last visit to Towne Bmw. I hope for Mr. Singer, the company, and his staff he will be more courteous and respectful to all customers in the future whether good times or bad. PS Mr. Singer - WEAR YOUR MASK!!!
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March 2021 by Deidra W.
My salesperson Bryan is the best. I love my auto purchase and its always a great experience at this dealership. Their COVID-19 procedures make me feel safe when I visit and wait for my car in their lounge/waiting area.