Recent Reviews from Laurel BMW of Westmont

I had my car towed in to Laurel over the weekend, got ahold of them on Monday let them know what was going on and they said they’ll get it in and look at it. Okay great. Next day they called and advised the car will be in the shop until the end of the week. Okay that’s fine, so I went in physically for the first time to ask if there were any loaner vehicles available while my car was in the shop. Not once have I gone in there and was greeted by anybody. I had to interrupt three service advisors having side conversations just to be acknowledged. I then proceeded to “meet” my service advisor Aaron McCall. I introduced myself and had my hand out for him to shake and he didn’t turn to me just looked at me and said “oh hi”. I wouldn’t go on to say the advisor is rude, but it’s borderline uncomfortable when you’re trying to have a real conversation with someone and they’re not facing you and doing nothing but making passive aggressive comments. I said okay thank you after he explained they didn’t have loaners and left. The next morning I called and asked if I could have a new service advisor because I wasn’t satisfied with the level of customer service and I got a call back from the service manager. He was friendly, he listened to me, and he followed up when he said he would. So from then until I picked up my car I dealt with him and I had no complaints there. The lasting problem I still had was Aaron’s name was still on my ticket so I know he got credit for a repair order he didn’t have a hand in, or rather shouldn’t have to begin with. What’s ironic about it is that when I was waiting for them to pull my car up, there was a customer who drove into the pull up service bay and was standing there for over 5 minutes waiting for someone to greet him too and when they finally did guess who was there to be passive aggressive again? You guess it, Aaron McCall. Customer says “oh there you are I didn’t think anyone was home” and Aaron’s response was “well yeah people tend to go home when we’re closed”. (And no of course they weren’t closed yet.) All in all the shop service and management involvement was okay but the customer service level could certainly use a revamp considering your customers pay good money (high rates) and they expect a level of service as they should. Thank you but no thank you, I’ll take my business back to Elmhurst BMW.

Donald White Mar 7, 2019

Don White Mar 7, 2019

If I could give a 0 I would. Bought a car over six weeks ago, still haven’t received registration and temporary plate expired weeks ago. I contacted the dealership 4 days before my temp plate expired and was told “I’m sure it will show up any day now.” So when it did not I called back. Talked to my salesman after leaving a voice mail with finance manager, who by the way never returned my call, and was told “it’s Saturday and that office is closed but I’ll check first thing Monday morning and get back to you.” Waited till about 2pm before I called again and my salesman had no info so I asked for some who could help me. I was transferred to a young guy who was even less help. After getting frustrated I finally asked for sales manager. Explained my situation to him and he said he would find out what happened and get back to me. Turns out because I live in a bordering state my car needed to be inspected by the sheriffs office to verify the vin #. Which had been done the night I bought the car, however the document that was sent to my bmv was rejected as it was handwritten and readable. Then the sales manager tells me he will handle this and correct the problem and get back to me. Never heard from sales manager for a week and a half so I call again and leave him a voice message as he was unavailable. Waited to hear back from him the next day till 3pm. No call back again! So I called him again and yet again said he would have to get back to me as he was unsure about the status of my registration. He actually called me this time, assuring me it is handled this time, but we’ll have to wait and see. I’ve bought over 30 cars in my life and have never had anything like this happen nor had to chase down a dealership to do their job. The dealership made me sign power of attorney so that “they could do the paperwork”, well they botched it and my wife is the one driving around on an expired temporary plate. Unexceptable!

Brian Naganalf Apr 4, 2018

Do not, absolutely do not, visit or do business with Laurel BMW of Westmont. They run the most dishonest and misleading business I have ever dealt with. Let me go over my story so that no one ever makes the mistake of visiting this dishonest business. I purchased a used BMW from Laurel BMW of Westmont. Prior to purchasing the vehicle, I asked to see the prepurchase inspection and asked what service this vehicle will need. My sales person informed me that all of the service was completed on this car and it needs nothing. The car had a valve cover gasket leak but he told me they fixed it and even went over the cost which was around $2,000 (they did a brake job as well). The sales person made me feel confident enough and I went on to purchase the car. Three months later and after 3 trips to a BMW mechanic (including 1 time where I had to have my car towed off the highway) totaling around $1,500 in repairs, the BMW mechanic tells me I have a valve cover gasket leak and that all of my issues have been caused by this leak and to fix the valve cover gasket it would be upwards of $1,000. I called Laurel BMW of Westmont and told them I am having an issue with the gasket leak (which the sales person told me they already fixed) and expected Laurel BMW to repair this free of charge due to the fact BMW warranties all parts and repairs for 2 years. Anyway, the service manager calls and tells me that they never even repaired the leak prior to me purchasing. The sales person lied to me and told me the leak was fixed, when in fact it was not. This has been a nightmare and led to thousands in repair bills. The sales manager called me and told me there was nothing they could do. They would not admit what they did was wrong. They committed AUTO FRAUD. They are not making right on their mistake. Now I will have to exhaust all efforts to get this resolved, most likely in court. EVERYONE, LEARN FROM MY MISTAKES AND DO NOT DO BUSINESS WITH THESE DISHONEST PEOPLE.

thetruth17 Jun 12, 2015

My Parents were in the market for a 2015 BMW X5 and also considered competitor vehicles such as the Audi Q7. I had emailed several BMW dealerships in the area to set up quotes and configure pricing, and it was here I was introduced to salesmen Terry Mancuso. I initially went to Patrick BMW in Schaumburg, IL and had a very dishearten experience. So much so, that my wife and I made the decision NOT to buy BMW. While I was leaving that dealership, Terry reached out to me and convinced me to come in and see him. His professional, kind, and courteous demeanor convinced me to give BMW another shot. He explained they would go above and beyond for the customer and would force no commitment like the Patrick BMW salesman (Alan Murad) was doing. As soon as I stepped foot inside the dealership, I was greeted by everyone there. I asked for Terry and was walked over to his desk and was even asked if we wanted to something to drink. I knew right then and there this was going to be a different experience. Terry greeted us and explained their philosophy at Laurel BMW. I was extremely impressed by his professionalism and gallant manner. He worked hard to find the vehicle we needed and wanted. Terry negotiated an out-the-door price knowing full well we were not going to buy that day. This was a large and important purchase for my parents and we needed time to think things over. I was also introduced to Mike Alder, manager at Laurel BMW. He came over and greeted us politely and even lowered the cost for us some more. I told them I needed a few days to think about it and would contact them to let them know my final decision. They were absolutely fine with that and put no pressure on us. After a day or so discussing it with my family, my parents decided to go with Terry and Mike and purchase a 2015 BMW X5. It was not only the price negotiated, but also the overall experience I had at Laurel BMW with Terry and Mike that sealed the deal. They went above and beyond their call of duty and provided outstanding customer service. As first time buyers of a luxury vehicle, I was taken back at how much they cared to take care of us every step of the way. Even after purchasing the vehicle, they continued to reach out to see if we needed anything at all. I assure you, they have made customers for life from my family and I. I have recommended them to all my friends and co-workers and will continue to write reviews on every social media outlet to inform the public just how wonderful Terry, Mike, and the dealership is. They are truly an asset to BMW.

Daleyv Jan 22, 2015

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