BMW of Rockville

I love the car and the exceptional service I received at BMW of Rockville. Mike Zheng was a pleasure to work with, He is very knowledgeable, accommodating, courteous, professional during and after the process as a sales advisor. I thoroughly enjoyed learning about and purchasing my car from Mike Zheng. He readily answered all of my questions and was very patient. Your facility is top notch and my experience so far has been Outstanding. As I engage more with BMW of Rockville for follow up and any service, I certainly hope I can rate the car and experience 5 star "truly exceptional"!

After negotiating the price for our 2013 335, we decided to go with BMW of Rockville. The emails were responsive and very friendly while they were trying to win our business. Once we signed the contract, all bets were off. Our salesperson, Alberto Zamorano, hurried us through our paperwork, not taking the time to walk us through anything. Luckily, we had done our research and came prepared with questions. We had never bought a BMW before and did not know about the allocation system and how that would impact timing, nor was it explained to us. We were told that we would get our production number no later than 2 weeks from when our order was placed. We emailed a week out. Nothing. We emailed again 2 weeks out- 2 days later, still no response. The only thing that has happened in a timely fashion was the cashing of our down payment on this car. We finally had to call the sales manager directly to get a production number and a response. When we initially came in to order the car, we had informed Zamorano that we had a pre-approval letter from BoA for our loan and that as an approved dealer, they would need that paperwork. He told us that we would have to handle the paperwork and coordinate with BoA once we got the VIN number. All incorrect information, as we later confirmed with BoA that the DEALER handles that for us. He completely misinformed us of how this should be handled. We again had to call the finance department at this awful dealership directly to get this process started. No help from Zamorano at all. We shared the letter via email with Hannah and followed up the day before our letter was set to expire to ensure that our paperwork was underway and that our rate was locked in with BoA. She never responded to our email, nor did she respond to the 2 voicemails we left. We finally had to call BMW North America to get answers. Our sales associate, Alberto Zamorano, and our finance contact, Hannah, have BOTH been unresponsive to our requests for information and have given us misinformation. This has been the worst customer service experience we?ve experienced to date at any car dealership. The complete shadiness and utter lack of response once the money was in hand is completely unacceptable. I highly encourage you to visit any of the other 10 or so BMW dealers in Maryland (or VA for that matter) if you are interested in buying a car. This experience has made us wish that we had gone with the Mercedes instead and worked with the Silver Spring Mercedes dealership ? much more accommodating and responsive by FAR.