Kimberly Car City

Sad to say my experience has not been great regarding customer service, the brand, and the vehicle as a whole. Car started having trouble off and on and became undrivable around 24k miles. It sat on their lot for maintenance for about two months until parts could get in. Then, the service team let us know it was ready to pick up only for the car to be completely dead. It sat another week collecting a few scratches out in the yard. We finally were able to pick up only with lights and other faults going off. We called Chrysler finance and asked about just getting out of the lease. They agreed and told us to go back to dealer to turn in. This is really where the real issue begins. Kimberly wants us to pay the remainder amount of the lease out plus the termination. Which would be completely customary and acceptable without all the issues we experienced. Again team, we couldn’t even drive this car for two months and don’t feel safe driving it now. What a wild hill for them to die on fighting for the few months left on the lease. Salespeople are great, however, this problem could have easily been solved by management with communication to Jeep proper. Instead they are insisting I call them and plead my case even after I have. Again what a wild solution.. is this not a Jeep dealership? Was ready to pull trigger on new GCL but wanted to wait how this played out and the service that they were going to provide. Glad I waited.

Scheduled my jeep for an oil change and tire rotation by speaking to a service advisor last week. I arrived today 10 minutes early for my appointment. The people checking in my vehicle seemed to be inexperienced and disorganized. They were unable to find my appointment in the computer. They brought my vehicle in and got me checked in. I was asked if I intended on waiting on my vehicle to which I informed them that I did. I was informed that the wait time would be at least two hours and asked 'is that ok with you'? I stated that no that is not ok. Two hours for an oil change and tire rotation is not acceptable. So I was handed my keys and left the dealership. I had had my vehicle serviced there many times and have purchased a vehicle from the BMW side previously. They have lost this customer and didn't seem to care.

I had my 1989 325i serviced in August of 2023. This car has 45000 miles and in mint condition. I picked my car up approximately 2 weeks later which was not a problem. When i turned on the radio it prompted me to enter the code. After a couple of failed attempts I went back inside and had the service tech try to enter my code, he could not get it to work either. The tech wanted me to take it home and try it again and if it does not work, bring it back he says. I bring it back the next day and then thats when the circus starts. Three weeks go by with no contact from the service department. I call them and the service manager says " Oh, we had your radio fixed in two days", I said then why didnt you call me to come pick it up? After his stumbling around for words to come out of his mouth, he tells me that somebody jacked up my car and stole my driver side rear tire and rim!!! I nearly jumped out of my seat! I go to the dealership and they now have my car inside (where it was suppose to be in the first place) with my spare in place. He tells me they found a rim in Texas and they are going to have it shipped to them as soon as possible. I said ok and to keep me apprised about the progress. A month goes by and no word from the service department. I call again and am told they are still waiting to receive the rim. Another month goes by and nothing about this rim arriving. I am starting to lose my patience. I go to the service department and get the run around about where this rim is, its still in Texas! December 29 I finally pick my car up, approximately 4 months after taking it there in the first place. Everything looks good with the rim and the 4 new tires they had to put on since they couldnt match the stolen one. Service manager comes out as he sees me looking the car over. I said to him that this whole situation could of been avoided if you would of called me after my radio was fixed. He says, ( "No, your tire was stolen on the night you dropped it off".) They had my car for 3 weeks after my wheel was stolen and nobody had the nerve or xxxxx to call me and tell me!! Absolutely unbelievable. This is the kind of customer service a customer should expect from a supposed high-end dealership (BMW)? Not only no communication with me but absolutely , I mean absolutely, NO APOLOGIES WHATSOEVER!!!! You cant make this stuff up, I am furious at this point. I decide to go back to this dealership the next day, Dec.30, and ask to speak with the dealership manager or the dealership owner. I am introduced to the BMW sales manager and I proceed to tell him my story. He listened patiently and appeared interested in my ordeal. I told him that I understood that stuff happens and that what i was most upset about was that nobody said we are sorry about this whole debacle and nobody bothered to look me in the eye, shake my hand and tell me how sorry they were that this happened to me. I guess Im asking for some simple common courtesy and sincerity. I told him they have lost me as a customer and he asked me what he could do to keep me as a customer. I said its too late and i will not be back. He gave me his card and asked if I wanted a free mug. Laughable. And still no, (We are sorry for your troubles, no apologies, no hey, your next oil change is on us, nothing.) Unreal. I am also convinced they were trying to locate a rim fast and put it on with a new tire and not tell me about the theft. Why else would they not call me and tell me about this theft?

I'm still working at maybe buying a vehicle off them, So I can't say too much for the dealership itself. But the person that is helping me name Kyle, He seems to be focused on all business He could be a little more friendlier and not so pushy,

I ordered my 2024 Jeep Wrangler Rubicon 4XE this summer and I absolutely love it! Steve Simpson is great to work with....he's friendly, knowledgeable, polite and an all-around great salesman. He's not pushy and obnoxious, like some sales people are. He puts you at ease and answers all your questions. If you want to deal with an exceptional salesman, talk with Steve! I would also like to thank Jennifer Moses...while I was looking for my 'perfect' Jeep, I must have called her a million times lol....she helped me SO much! She always got back to me and every time they got a Jeep in, that she thought I would like, she called & told me about it. I appreciate all the help she gave me! She was SO kind. Thank you so much!

Excellent experience. My husband and I saw a used vehicle online and drove from Burlington to see it. John at BMW was an excellent and personable salesman. He answered all our questions, was very patient, and very kind. He worked very hard to get us a deal we were happy with. Most of all, he made us laugh and treated us well. Not a pushy salesman, just a very nice man who treats people right. I’d definitely tell my friends going there is worth the trip and to ask for John. Not your typical salesman or car buying experience, he made it fun and easy.

My salesperson was Kyle Johnson. He was courteous, knowledgeable and helpful. Will recommend him and the dealership. Everyone I encountered were professional and friendly with a smile of greeting.

Thank you very much for all your help and patience . Tucker was knowledgeable, courteous, and personable.

They the best around that’s forsure, and Jenifer and Brandon are the best they gets the job done and excellent service!!! Nice work 👍🏽👍🏽😃

Sold the suv I was going to drive 6 hours to buy. Not very happy 1 star. Tyler talked with me and I told I will drive up there and buy it. He sold it