BMW of Darien

Ruined the alloy wheels on my X5 when they used a metal implement to remove the center caps. This scratched the surface of the wheels, harmed the coating and caused corrosion. Car is out of warranty, so they now treat us like dirt.

My wife needed a new car. After calling around, she found a great deal here. Our sales rep was Jason. Top notch from the moment we met him. He showed us a few different cars than the one we initially came to look at. He was very helpful with many things including pulling up the Carfax for multiple vehicles, asking his sales manager about a discount for minor damage on a car, and giving monthly payment breakdowns for two different vehicles. When we told him we would have a problem getting a ride from New Milford, he offered to pick us up at the train station if need be. Thankfully we ended up getting a ride there. He called after the sale and said he could get us a $500 Loyalty customer credit. He went the extra mile from the beginning. From all of our conversations, I can tell he definitely cares about his customers.

The show room is very clean and inviting. Great coffee machine upstairs with multiple options. There is a massage chair upstairs for while you wait. Sadly, I found this out when it was too late. The car was detailed as promised. It also had a full tank of gas. Jason went over all the features of the car with us before we left.

I was originally going to give this rating a four or possibly five. However, two things made it a three. Our first BMW purchase was at another dealer. When we picked up the car, they had a red bow tied to the hood. They also had many different snacks and different drink options for the customers. I know it's not a huge deal, but to me they did not make the extra effort for the customers. The second and biggest problem I had was the financing part.
We got there 15 minutes late because of the heavy rains. We let Jason know we will be a few minutes late and didn't seem to be a problem. We ended up waiting two hours to speak to the financial manager. We were told a few times it would be a few minutes. No reason to keep us that long. When he finally did meet with us, he never apologized for keeping us waiting that long. Very disappointing. Sales five stars, finance manager zero stars.

Jamie in the Service Department took great care of us, diagnosing and fixing an issue with our brake system while we were on a roadtrip. They cared for us like a regular - I definitely recommend.

I have been to countless BMW dealers in Connecticut and Darien BMW has exceptional service.

Last week I made an appointment for routine service on my BMW 540XI. I called made an apt and scheduled a loaner.

They have the process so down that you email them your insurance, DL and credit card. Once you arrive you sign one form and you're outta there.

I've had work done here 2-3 times now. It's been the same smooth service process.

What is super cool is the video you get from the tech, once they review and inspect your car. It was a simple oil change but the video showed the rake wear and a ton of other stuff. Excellent for detailed executives with no time to actually hang around while the work gets done.

If you're looking for a place to have your car cared for check out Darien BMW!

These guys are good!

My experience has been that most employees at this dealership are good at their job, whether it is service or sales. Though, I am completely puzzled why a sales person would not follow up with, not 1, but 3 calls I placed for information to buy a car. Astonishing.

We are still in a pandemic, I took my car for an oil change and another repair, they gave me a loaner car, the loaner car is dirty with trash inside and caffe watered is unacceptable, after three days I went to pick up my car and my car It has not been cleaned yet, because of the service they always clean your car, but it was not like that they gave it to me dirty, the service is no longer the same, this winter the COVID-19 infections are returning but the BMW dealer in Darien is not there taking health measures that seems very bad to me that is unacceptable . how many bacteria and infections this type of irresponsibility can cause how not to clean a car that they give you to drive is irresponsible on the part of the dealer .

Absolutely horrible service. 1) The service rep offered a shuttle car to take me just a few blocks up the street and bring back. When my car was ready, the service rep said the shuttle will be there in 5 min. 1 hr of waiting and there was still no shuttle and no response to my texts to the service rep on when the shuttle (while he was texting me if I had any questions).

2) It took one week for the service manager Trevor Martin and fixed operations manager Bill Skorvanek to respond to my questions about the estimate and that's about brakes that the service rep had to be replaced immediately.

3) It took another week for the service manager to reply to my question on when I can bring the car in to get the brakes done.

While having no response from BMW of Darien, I inquired with another dealership about the repairs and actually got a better price.

4) When Martin finally responded and offered the repair date, I asked if they would match the price for the repairs - price matching is an offer BMW Darien is actively posting and advertising on their website.

5) No response from Martin. 3 Days later I receive an automated confirmation of the appointment Martin suggested - with no explanation and no response to my question about price.

6) Next day I receive an automated email - cancellation of the appointment. With no response and no explanation of Martin.

And that's more than two weeks since the rep said the brakes have to be replaced.

7) Mr. Martin - do you know what it's like to drive a car that you needs brakes replaced. Or did your rep just exaggerated the issue and misled me about state of brakes.

8) Mr. Martin - how quickly would you take care of the brakes on your wife's car who also drives your children?

Also beware that when this dealership gives an estimate they don't mention that there are additional fees like shop fees. Other dealerships give a total price that includes everything and they do mention that sales tax is added

IF YOU ARE ASIAN STAY AWAY - Racist dealership - Moved to the area from NYC went in to the dealership to buy a new X5 they had at there dealership. I was dealing with a very rude and racist salesman Jeremy ciskowski. Unbeknownst to him I overheard him and his manager questioning my purchase due to my race, I'm asian. They would not sell me the car Cash, would only allow me to finance or lease the car as Jeremy stated "Unfortunately we do not trust you and believe you will export the car" I didn't even know what exporting was. My Husband went in the following day without me HE IS WHITE, and was sold the car in cash that day in under an hour and was even asked if he would like to leave with the car that day. The new salesman informed him that Jeremy is known as a racist, unprofessional, woman abuser. One quick google search and you see the negative and racist reviews regarding him. HOW DO YOU EVEN HAVE HIM WORKING FOR SUCH A BRAND. We are reporting this to the Connecticut attorney generals office and BBB. Pure racism.

Some years ago, I gave BMW Darien a five-star review for exceptional service provided by Neil Donovan, the Foreman. It was absolutely warranted.

However, my recent experience was abysmal! Evidenced by the many recent one-star reviews, I'm not alone.

My car needed bodywork after a minor accident. BMW Darien, like many dealerships, has local body shops to do the work. My Service Advisor was not on top of things, and I ended up talking directly to the Body Shop Manager and Geico to move the process along. I only heard from him after leaving messages. It took over ten days for the car to be repaired.

But it gets worse.

A few days later, the check engine light went on, and I had to return the car to BMW Darien. They examined the car and claimed that new damage emerged but said it was unrelated to the original accident. Even though the damage was in the same area that the Bodyshop repaired. I suggested we get Geico involved but, they insisted that it appeared to be new damage because of some yellow paint on the car. Also, it would open up a new case with Geico (a new deductible for me).

Thank goodness, I had the presence of mind to take pictures when I first had the accident and then call Geico. The Geico Claims Adjuster (love Jim Miller) immediately jumped on it and told the BMW Service Advisor that the damage was 100% related to the accident. My favorite part of this mini-saga was when the other Service Advisor (equally as poor) told me that this was not their fault and blamed the Body shop.

Remember when BMW Corporate would conduct surveys following any visit (or the periodic service only)? The Service Team would say, "if you cannot provide a 5-Star rating, please call the Service Manager to let us know what we can do better". Interestingly enough, no one said this to me and I haven't heard from BMW Corporate. I would have loved to complete a survey. Sad that the only motivation to provide exceptional customer service is survey results because I'm sure it provided financial gain.

Let me end by sharing the text message I received earlier today from the Service Advisor at BMW Darien (the one that blamed the Bodyshop):
"I am reaching out to ensure that your recent service visit was truly exceptional! If you have any questions or concerns please feel free to text or call us back. We appreciate your business and thank you for trusting us."

Another text message asked for me to provide a Google Review. I will.

Look it isn't all bad. The gentleman that greets you at the door is as kind as can be. But that's not enough for me. Going forward, I'll trek 50 minutes to Ridgefield BMW because I'm guaranteed honest, professional service. Voting with my feet!

David Mej (not sure of full last name???). was the most rude and obnoxious employee I had to deal with; and I'm not sure of what his title is. Generally it's an ok (at best) place to work with, but it may be time to reconsider going elsewhere.