BMW of Farmington Hills

I have been dreading the car buying market because, for the last couple of years, the shadiness of dealers was taken to a whole new level. I had my name on a waitlist for a car, and it didn't seem like they were getting any anytime soon, so my husband told me I needed to make a decision. So, I was looking at a Mercedes, and my student mentioned that the new BMW X1 was worth checking out. I am SO glad that I did. We walked into the dealership, and were warmly greeted by the front desk. Shannon Polsgrove greeted us, and offered to help us. I told her what I wanted and asked her if we could build one out. She was so positive, fun, helpful, kind, and supportive throughout the whole process. She made me feel like I was ordering their top car in the dealership, and was patient with all of my questions. She gave her honest opinion about color and build, and the experience that I had been dreading for months turned into a fun and happy one, and I built a car that I am super excited about, after two years of not being excited about any. We also met the manager, Steve Williams, who was just as friendly and patient. Mind you, it was past closing at this point, and neither of them were rushing us, even with knowing that we still had the Mercedes to look at. We left and went to the dealership down the road, and had the exact opposite experience. I won't get into details here, but it solidified my decision that BMW of Farmington Hills was the relationship I wanted to create. We called the next day and placed a deposit, and as promised, we placed our order with the exact build, and were immediately given a production number, where we could track our truck. I have been told by so many dealerships that you don't get to pick anymore, and you get whatever comes in, and I'm happy to say, that is not the case with this dealership. Everything was stress-free and positive, and I can't wait till my car comes in! I have been telling everyone about my experience, because it really was unlike any car experience I've ever had! They have a customer for life with me! And now my family and friends are all interested in a BMW.

I had an X4 with 10000 miles on it that needed oil and brake fluid changed. In addition, we needed to replace the tailpipes because the paint peeled off in the first year. I didn't need a loaner vehicle but it still took about 6 weeks to get an appointment. We dropped the car off, I got a text from service advisor Ken Foster early morning saying the car was in process of service. I called and texted Ken around 3:00 leaving messages about when the car would be done. No response for over an hour. I called again and left a message. He called back saying the parts for the tailpipes weren't available. Granted they knew 6 weeks in advance that we needed those parts and nobody ever said the parts were not available. I could have waited to take the car in for service when the parts arrived or at least should have been told about the parts up front because Ken said he was checking on the parts mid May and they were back ordered at that time. I've owned multiple BMW vehicles over the last 30 years and this is the first time I've had to deal with such pathetic communication from a BMW dealership. A customer should not have to share in the part problems the dealer is facing. And certainly the customer should be told up front, before the car is dropped off that the parts are not available. You don't accept a car for service that you can't complete. Then when I picked up the car the next day they said they washed it but it looked worse than when I dropped it off. They have not lived up to any expectation.

This place has gone really downhill in the last few years. When I took my car in for service (repairs + oil & brake fluid change), they took so long to get back to me that they weren't able to finish the repairs before I left town, then lied to my face and told me they kept it inside when it was covered in rain. After 1 day (not an exaggeration, it was 18 hrs later) the low oil warning came on, they admitted to me that they DID NOT KNOW HOW MUCH OIL SHOULD HAVE GONE IN MY CAR. My BMW car. At the BMW dealership. Then after 5 mins of lowballing me they agreed to a refund for the oil change, told me the check would be in the mail. It's been a month now, no check, and they will not return my calls. The fact that I had to top off my oil 10 miles after a change is the perfect example of how bad this place has gotten since Erhard sold.

Brian in the Service Department was great and always sweats the details. I love the experience of the staff and the overall feel of the service experience.

I had a question about a car. They responded by email the next day. Great communication.

The best service ever. Chad Rossetter provided top notch service. Cant thank him enough for being so professional. Will always come back to him. Thank you!

Very friendly and professional people. They did not hesitate a second on anything I needed help with!

Chad Accommodated me when I asked for early drop off Versus previously scheduled time ! I was able to drop off car early and get a loaner as well

knowledge, efficency and fabulous customer service Highest quality service you will ever experience. From the moment you drive into the service center you are greeted with the utmost professionalism.

Did exactly what I asked for no more and no less. This is how every dealership should be ran.