Casey BMW in Newport News, VA

My mom is usually the one that brings our BMW in for service, but this time while I was visiting her from California I had to help out, and our Service Advisor Mike Lewis was fantastic. There were some issues with a recall, and our car ended up being in for 3 days instead of 1, but Mike went above and beyond to help smooth out any inconvenience for us. I also want to mention that the ladies who answer the phone in the service department, Kelly and Cassandra, were also extremely friendly and helpful as well. Good job you guys!

**Edit: This review was based on a Saturday morning call on April 1st, 2017. I called in the afternoon of April 3rd with a quick question on another part, and the associate was very helpful. Saturday morning - When you call the service department, the first and only question asked is "when can I set-up an appointment?" Well good day to you as well, but I only have a couple of questions.. I asked about battery registering, got put on hold, she comes back with a price, couldn't tell me any info as to why this is required; I asked about the alignment process, got put on hold, she comes back to tell me they do everything on all four wheels; I asked about testing of the tpms sensors, got put on hold, she comes back to tell me she thinks they can do that without taking the wheels off. All of these questions were answered quickly and informatively when calling an indy shop. When I called the parts department, "can you hold please." CLICK, cue music. "Ummm.. surre" I respond to myself. When he returns, I ask about a part and get back on hold until he finds what he thinks I need, asks me a couple more questions, gets short with a snide tone, giving me a price and lead time of four days. I say that I will do some research, he says "no problem" CLICK.. Are you kidding me?? My thoughts: If I managed a service department, I would make sure my team was informed well enough to answer simple service questions off-hand. If I managed a sales department, well let's just say I would get rid of the dead wood. And make sure that these people have to understand that they are the first line of defense as to marketing "our" brand and product. You are not the only dealer around, I will be taking my business elsewhere and I hope I convey my story to friends and family well enough to have them join me.

We are new in the area and this dealership is over-rated in my opinion. I've taken my BMW there twice to be serviced and the second time got into argument with the service rep (a first for me with BMW). She finally agreed to not charge me again for something that was supposed to be addressed the prior week. To be more specific, the $145 charge was for another diagnostic test. I miss Sewickley BMW and will never return and will go to European Cars of Williamsburg in the future. There price point is much more reasonable. And although their parts aren't stamped with BMW, that is somewhat of a moot issue as BMW does not make parts. You can do your own research to make sure that the replacement part is appropriate and to also vet the work guarantee. If the part is and equal and the work guarantee is sufficient, why pay the premium. The exception is when you buy a new BMW (which I did) and I must admit it is great to have the service covered the first 4 years.

Poor customer service. 4 phone calls. 2 of the calls I spoke with someone saying they will get me the information on the new vehicle i'm interested in. The 1st sales person I made the mistake of not getting his name the 2nd person "Tiffany as in the jeweler" promised she would give me a call back. 5 days and not a word from anyone. Even if we couldn't come to a price on a car this time doesn't mean we couldn't do business in the future. This experience doesn't give me confidence in this dealership!

The customer service sucks....I had a appointment to come in to go over the car features and they said they did not have me schedule. The person that was suppose to go over the car with us wasn't there so somoneone else did and I left there with basically the same knowledge of the car before I got there. It's been over 30 days and i have not received my license plates for my car yet...I had get another 30 day tag...when I called to see why I had not received my tags to corporate they didn't seem to care. If I had not called them I don't know if they would have realized that my tags were going to expire that Monday if I had not called on that Friday. I don't recommend anyone to go there to purchase a vehicle....I should have went down the road to the Dodge dealership like a friend of mine did....DODGE DEALERSHIP HAS BETTER CUSTOMER SERVICE!!!