[kkttsang]

I was talking to a salesrep about a cpo vehicle at BJ bmw and he said that the prices are non negotiable. Which i think its kinda BS. have you guys had any experience there?

[donjalapeno]

dad went to buy a X3 from them and they wouldnt even look at my dads offer...


so he went to autowest got a great deal on a better car....happy ending

[CP.AR]

bought my car from them. (used car as well)
they said price was non-negotiable because they were giving me a $3000 Christmas "cash discount" and taking our van as a trade-in for book value despite it having transmission and engine problems.
we accepted it and bought the car without a second glance since it was really a sweet deal

Keep in mind, this was 2 years back when the used car market was at it's lowest.

[heleu]

It's always negotiable, particularly for used vehicles. The profit margins are the greatest on used vehicles because there is so much variation in the price. Go to Autowest, they have much better service.

[skylinergtr]

i take my business to Park Shore BMW. They are a great dealership. Sales, Service, Parts, they have all been great to me.

The one time I went to BJ BMW, I was not even approached to get help (my mom was serious about an X3). They seemed to have only helped the asian clients walking in.

We went to Park Shore the following week to pick out/purchase an X3 for my mom.

[kkttsang]

i take my business to Park Shore BMW. They are a great dealership. Sales, Service, Parts, they have all been great to me.

The one time I went to BJ BMW, I was not even approached to get help (my mom was serious about an X3). They seemed to have only helped the asian clients walking in.

We went to Park Shore the following week to pick out/purchase an X3 for my mom.

i am probably gonna go to parkshore cuz they have the vehicles i want. their prices are negotiable right

[AKUMA_Z]

new car sales manager at BJ BMW is a total moron.
I had to bring up CSA, my lawyer and media to get my refundable deposit back.

go to autowest!
Eddie Tong is a great guy. He doesn't only sell you a car.
He also looks after his customer.
I got text messages from him on my bday, christmas and new years.

[AKUMA_Z]

and I also got great discount considering 1 //M is a limited production.

[tofu1413]

used cars have always been one price policy since about five or so years ago.

im pretty sure new cars have room for negotiation.


only way to get some negotiation room for used cars is only by the trade in appraisal and some extra work done to the car.


lol, i work for the used car dept, and no matter how much you haggle, the price is the price. as much as no one likes the price policy, BJBMW sold almost 2000 cars this year...

[hongy]

i take my business to Park Shore BMW. They are a great dealership. Sales, Service, Parts, they have all been great to me.

The one time I went to BJ BMW, I was not even approached to get help (my mom was serious about an X3). They seemed to have only helped the asian clients walking in.

We went to Park Shore the following week to pick out/purchase an X3 for my mom.

I'm asian and we got absolutely ignored at BJ ended up walking over to open road audi.

[BABU]

I walked in and walked out like a ghost before. I think I can even shit on the floor no one will notice.

[XplicitLuder]

used cars have always been one price policy since about five or so years ago.

im pretty sure new cars have room for negotiation.


only way to get some negotiation room for used cars is only by the trade in appraisal and some extra work done to the car.


lol, i work for the used car dept, and no matter how much you haggle, the price is the price. as much as no one likes the price policy, BJBMW sold almost 2000 cars this year...

this lol i believe number 1 bmw dealership in CANADA if im not mistaken. i work at autohaus (still owned by BJ) so i don't really know how people get treated at the bmw lot. And yes the prices have changed to a one-price policy =/

[The_AK]

my gf went there to get her car checked out but ended up being creeped on by the (i think) service manager, apparently its normal said one of the women working there

[- kT]

parents went there before to check out cars. service from the sales staff was medicore at best. can't speak for the service department though

good luck OP. there are quite a few members on here who are employees of brian jessel so hopefully you'll get the answers you need

[wstce92]

My family a few years ago used to buy all their cars from BJ, I'm talking my parents, grandparents, aunts, uncles, cousins, extended family. We've all stopped going.
They may be the best selling (although I don't know about this), but they have become the worst dealership imho.
Autowest is great, but I find that BMW Store is superior both pre and post purchase. Discount wise, I've had family and friends get better deals from BMW Store than Autowest.
Park Shore is great too, they're really knowledgeable, it's clear that a lot of enthusiasts work there, but I find that they suffer from being the small guy on the block.
They were unable to get a number of cars that my cousins have wanted over the years, which forced them to go elsewhere.
Quick note, with BMW Store, if you drop in for service unexpectedly and need a courtesy car, a quick call to your SA should get you a car. Park Shore is much more limited.

Having said all this though, it really depends on your SA. But I find that across the board, good SA's are common at BMW Store, Autowest, Park Shore; extremely rare at BJ.

[kkttsang]

Thanks everyone for the info. Very helpful.
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

[artmotion]

Head over to Autowest! My friend Tyler is a salesman there and I'm sure he'll take good care of you. I'll shoot over a PM with his details.

[ilvtofu]

Have had good experiences at the BMW store both service and saleswise,
Been into BJ many times and it's meh, but to be fair often times it is a lot busier than most other dealerships

[kkttsang]

Head over to Autowest! My friend Tyler is a salesman there and I'm sure he'll take good care of you. I'll shoot over a PM with his details.

Thnx that would be great
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

[tofu1413]

it does get quite busy... most annoying ones are the tire kickers that requests a test drive for a car thats hard to acccess... waste everyone's time in the building (manager for the deal, the salesman, the lot guy etc)

[donjalapeno]

^ thats a part of the business though. I remember when i use to work at a volkswagen dealership their was endless times where people would say we want the car so we get started on doing delivery duties ( gassing it up, washing it, vacuuming, peeling plastics, waxing etc) and then they would go to the financial manager and get declined. So it was waste of getting gas and waste of a hour of my time. for nothing.

they're was endless amounts of time when people would make appointments for test drives and the salesmen would tell us to get the car ready and looking good and the customer wouldnt show up, we could of been doing other shit in the meantime.

anyways,

the sales people at BJ are weird and they have their nose up too much. We basically had to chase this brown sales guy ( parviz i think was his name) to help us out ( which he didnt)

we ask for a black or white X3, he finds us a beige and a navy blue one :fulloffuck:

anyways my dad agreed on the beige one and my dad told him that he would have to be flexible on his end and he agreed. So we sit to discuss finances and my dad told him before we start ill give you the price that best suits my budget ( it wasnt a lowball offer) and sales guy giggles and hes like i thought i told you before we started that this is a set price for all cars infact all bmws dealerships are like this....no one will give you a car this low ( as if its are first time buying a luxury car) . My dad at this point was fired up and wanted to give him shit but my mom and sister were tired so we just got up and left and told him that he gave us the worst car buying experience ever.

[DEADBEA7]

I work at Auto West BMW, just give me a PM and I can put you in contact with one of the sales guys that I know will be very helpful to you. :thumbsup:

[Redlines_Daily]

Ive had the same experience at Brian Jessel, 4 out of 5 times I walk in there I have to hunt down a salesman, otherwise I don't get any service. Before I bought my car I was considering a Z4, I talked to a salesman at BJ, told him I specifically wanted black with red interior. He told me that they had one at another location and they would have it sent over for me. Gave him my number and told him to call me when it arrived(1-2 days is what he said). Never heard from him..and I went in there well dressed and serious to buy.

[bcrdukes]

Autowest BMW was the only BMW dealership that ever gave a damn about me when I walked through the doors.

Brian Jessel BMW - sometimes but for the most part, I was invisible.

[wbean]

my girlfriend used to work at brian jessel and i frequently visit her and i feel like a transparent wall when i'm inside.

Don't understand their reasoning for being so arrogant towards people; not only the ones who drives a bmw can afford and buy a bmw. If i had to buy one, I'd take it to burrad bmw shop.

[Phat_R]

I don't like the peeps at BJ

I bought my M3 at Autowest. good people there

[Dinan3]

Hi guys,

I work for Brian Jessel BMW in Customer Relations. I'm truly sorry to hear about the poor service that some of you have encountered.

I hope you guys don't mind me sending you a PM to discuss your concerns and experiences. I would like to take the opportunity to rectify each of your concerns and to improve our service moving forward.

Should any of you guys have any concerns, questions, feedback in the future, please do not hesitate to send me a PM (include your name and contact number). I will attend it right away and to make sure you are taken care of. Thank you.

Sincerely,
Tim

[Pumbaa]

Brian Jessel or Autowest really sucks in service IMO.
I recently visit the new dealership at Langley BMW, I think they are by far the best right now. Very eager salesmen/women, and they let you test drive. Unlike the other two dearlership, they treat you like peasant unless you know someone or look like a baller.

[GDChoi]

Hi guys,

I work for Brian Jessel BMW in Customer Relations. I'm truly sorry to hear about the poor service that some of you have encountered.

I hope you guys don't mind me sending you a PM to discuss your concerns and experiences. I would like to take the opportunity to rectify each of your concerns and to improve our service moving forward.

Should any of you guys have any concerns, questions, feedback in the future, please do not hesitate to send me a PM (include your name and contact number). I will attend it right away and to make sure you are taken care of. Thank you.

Sincerely,
Tim

That's Tim for you, good on you Tim for doing extra work!

he was one of the nominated, for employee of the year 2011.

oh and side note heres his sick s2k!
(hope you dont mind me posting Tim)
9653
Photo Credit: MATT KWOK

[kkttsang]

thanks to artmotion and tyler, i bought a 328i from autowest. with premium package sports package and sound package.

Can not wait till thursday for delivery. and i hope weather is good cuz its running on summers.

[hongy]

...Don't be out in summers right now.

[kkttsang]

I just gotta get it home then I have winters waiting
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

[Mashimaro]

I just gotta get it home then I have winters waiting
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

Congrats on your new car! Have you thought about asking the dealer to put the snow tires on for you since you just the bought the car? I'm sure they will do it for free as long as you bring them the tires. :)
Posted via RS Mobile (http://www.revscene.net/forums/announcement.php?a=228)

[kkttsang]

im hoping tuesday will be like today then i can drive it home if not, then i'll have to wait till next week when the weather warms up and then i can pick it up but i cant wait another week.

i have no way of getting the tires there, but thats a good idea.
Also i want to put some anti seize on there when i change them too.

[BrRsn]

Went to brian jessel to buy some chrome marker bulbs (chrome when off/light up amber when on). Anyways, the parts manager sold and installed 25watt bulbs in a 21 watt socket. Every few weeks they would burn out, and so would the socket, and I'd pay $3x.xx for a new bulb and new socket. After about 2 or 3 times I realized my side marker housings were getting warped and melting/deforming, then I pulled em out and realized my entire wiring harness was turning black/burning up behind that light, and the connector was pretty mangled.

So I went back and showed them. The technician who was helping me (who was a pretty cool dude and seemed pretty knowledgeable) told me it'd probably be crazy expensive to fix that wire as the entire length of it would have to be replaced, they'd have to trace it back to the harness, etc. He said he would see if they could do anything to help me out, but he'd have to ask the general manager who wasn't in that day. So for the time being I just re-installed my stock yellow bulbs.

I went there a few days later, and talked to the general manager at BJ. He basically dismissed us because we didn't have any receipts (who the hell keeps receipts for a $30 purchase months ago?). Anyways, he gave me new bulbs and got a tech to install them, and basically told us he wouldn't do anything else. Now I got 2 half burnt out sockets, a completely mangled connector and a mangled power wire. But, for the moment it works, and I don't see it, so I guess it's okay. I would never go there again though, what a bunch of idiots.


OH! And another time I went in with another friend to get some pricing on a new M3 (he later ended up buying a brand new 335IS Cab from another dealer) and the sales associate was a total douche. We drove in a nice car, we weren't dressed crappy, and the guy we dealt with was just a total douche bag. Talking down to us, telling us pretty obvious things .. the whole time it just seemed like he wanted us to GTFO. All we wanted was a catalogue and some pricing (Friend's dad is old school, wanted to see a catalogue rather than online). He told us he'd go get it, and made us wait like 45 minutes :fuckthatshit: If he had just been as courteous as we were, gave us the catalogue, showed us around the new m3 and 335is, and stapled his card do the catalogue and told us "If you need anything, just call me" he would've made some easy commission.



The girl working at the parts desk (I don't know her name) is super nice though, and tries to remember your name. I've gone in so many times for little parts and she's always so nice. The rest of 'em just seem like snobby fucks. God's sake ... its a BMW dealership and this is vancouver ... you're not exactly selling me a buggati veyron

[bcrdukes]

^
This is why I like Autowest for parts. Everybody there is very laid back and extremely helpful. Doesn't matter what car you drive, how G-Unit your clothes are and how terrible your English is. They are a bunch of straight up guys.

Walk in through the front door or through the Express service doors, instantly you are greeted, asked how you are doing and how they can help you. Oh, and I love their waiting lounge. :D

[TRD3000GT]

I bought a car once at BJBMW and never returned because of the crappy customer service. I had all the services done at The BMW Store instead and bought a replacement car from them last year. The BMW Store is far superior compare to BJBMW.

[SupraMan604]

My father in-law bought a x3 a few years back and the salesmen said they would take care of us after we buy the car and give us a good deal etc. After they cleaned the car to deliver it to us we discovered a 3" scratch on the driver side door and it was quite deep and they brushed it off as if it was not a big deal. We knew then the "we will take car of you after" was BS as they were already not taking care of us right after the purchase! They tried to use some wax to go over it but you could still easily tell it was there. He kept trying to brush it off and finally we went to the director dude Jim Murray and he was nice enough to have it sent to Advance Auto right away to fix it. Now when the father in law brings it in for service he has had a few issues at BJ already such as not getting a courtesy car or sometimes they give him a non-bmw car treating him like they are too busy for him he says. Talk about BS from their sales people. I will not buy a BMW from there after that experience. Their sales people are all talk to get you to buy and as soon as you sign you are just another number. :suspicious:

[Dinan3]

Hi guys,

Thanks for your feedback. I will PM you all to hear your concerns to see how I can help.

I really want to say that many of us put in extra hours every week and work very hard each day to make sure our clients are taken care of. It takes a whole team effort to maintain #1 in Canada for years. I've been with this company for 5+ years and these are some of the best people I've ever met. We truly understand that without you guys, we are nothing. You are Not just a number to us, we thank you for your patronage and we want to be your BMW service provider for life.

PM me if you have a concern. Give me a chance to make it right. Thank you.

Regards,
Tim

[eosin]

I bought a car once at BJBMW and never returned because of the crappy customer service. I had all the services done at The BMW Store instead and bought a replacement car from them last year. The BMW Store is far superior compare to BJBMW.


I agree with you. The services of The BMW store is much better than BJBMW.

[Geoc]

Yea, AutoWest BMW is a much better dealer compared to BJBMW. It's one of the few dealers whose sales aren't complete douches (this goes for merc, hyundai, toyota, etc)

[blum2001]

F*ck BJBMW!

When I was shopping around for my 335i lease I went to all the dealerships to see who could give me the best quote, had no problems at autowest, bmw store, park shore in getting quotes, and each sales person at those 3 dealerships understood I wanted to shop around and were nice about it. At BJ, I had to get reception to call a sales person out to the floor to help me. Turns out the guy was in the cafe area eating donuts.

When it came time to ask for a quote he looked down his nose at me, refused and said 'you know the price, why do you need a quote?' and started to make a big fuss out of it. Eventually he gave me a quote and basically threw it at me. So I took that quote and ripped it up and basically told him to f*ck off.

Ended up getting my car at The BMW Store. Their service is great (I've had to go in multiple times, HPFP problems as well as cat converter/injectors) and I've always been given a courtesy car and good status updates/follow ups. Don't even get me started on BJ service. I had my first HPFP die on me and I went to BJ since they were closer. My second HPFP, BJ was the closest dealership but I got my car towed to The BMW Store just because I didn't want to deal with BJ.

I'll never step foot inside BJBMW again.

[blum2001]

Hi guys,

Thanks for your feedback. I will PM you all to hear your concerns to see how I can help.

I really want to say that many of us put in extra hours every week and work very hard each day to make sure our clients are taken care of. It takes a whole team effort to maintain #1 in Canada for years. I've been with this company for 5+ years and these are some of the best people I've ever met. We truly understand that without you guys, we are nothing. You are Not just a number to us, we thank you for your patronage and we want to be your BMW service provider for life.

PM me if you have a concern. Give me a chance to make it right. Thank you.

Regards,
Tim

I have no doubt that majority of the staff at BJBMW are great, it's just ashamed that a few people in the sales and service department can ruin the reputation in my eyes.

[BrRsn]

F*ck BJBMW!

When I was shopping around for my 335i lease I went to all the dealerships to see who could give me the best quote, had no problems at autowest, bmw store, park shore in getting quotes, and each sales person at those 3 dealerships understood I wanted to shop around and were nice about it. At BJ, I had to get reception to call a sales person out to the floor to help me. Turns out the guy was in the cafe area eating donuts.

When it came time to ask for a quote he looked down his nose at me, refused and said 'you know the price, why do you need a quote?' and started to make a big fuss out of it. Eventually he gave me a quote and basically threw it at me. So I took that quote and ripped it up and basically told him to f*ck off.

Ended up getting my car at The BMW Store. Their service is great (I've had to go in multiple times, HPFP problems as well as cat converter/injectors) and I've always been given a courtesy car and good status updates/follow ups. Don't even get me started on BJ service. I had my first HPFP die on me and I went to BJ since they were closer. My second HPFP, BJ was the closest dealership but I got my car towed to The BMW Store just because I didn't want to deal with BJ.

I'll never step foot inside BJBMW again.

Was your salesperson an older brown guy? Mine was when I had to deal with the whole 'you already know the price'/belittling crap.

The service department has one woman that works at the parts desk whose always extra nice, I don't mind dealing with her -- she's a good people person and actually knows a ton of chit about cars.

[blum2001]

Was your salesperson an older brown guy? Mine was when I had to deal with the whole 'you already know the price'/belittling crap.

The service department has one woman that works at the parts desk whose always extra nice, I don't mind dealing with her -- she's a good people person and actually knows a ton of chit about cars.

Nope.. asian guy, probably 35-45 years old.

This was just under 3 years ago when I got my lease so I have no idea if the douche is still there or not.

[Harvey Specter]

My 328i coupe was from autowest...BJ took my lease in a year early, gave me money on top and I drove out with a 2010 750i a few days ago. Khan over at BJ was the only salesperson willing to give me a deal and the service was excellent so I went with BJ but mind you, Ray over at Autowest is a good guy to deal with as well so both dealers in my book are excellent.

And my first BMW was from the BMW store, the sales guy was persian...wonder if he still works there? Does the old german guy still work on the service side? He was super friendly and was extremely helpful.

[parm104]

Hi guys,

Thanks for your feedback. I will PM you all to hear your concerns to see how I can help.

I really want to say that many of us put in extra hours every week and work very hard each day to make sure our clients are taken care of. It takes a whole team effort to maintain #1 in Canada for years. I've been with this company for 5+ years and these are some of the best people I've ever met. We truly understand that without you guys, we are nothing. You are Not just a number to us, we thank you for your patronage and we want to be your BMW service provider for life.

PM me if you have a concern. Give me a chance to make it right. Thank you.

Regards,
Tim

Hello Tim,

Please take this message with a grain of salt but I find it absolutely ridiculous that SO many people are having the SAME issues with the SAME dealership for such a long time now! Reading these messages, working for a dealership that has treated people so poorly, I would imagine someone from management would come forth and try to rectify the situation immediately. Weed out the bad apples, set a company standard for service. Yet, there seems to be no such thing happening.

Again, let's step back and look at this from far way. This is just ONE thread in ONE forum, initiated by one person asking for advice. And it has evolved into a thread full of poor experiences that are unanimously the same. That's pretty appalling for a high-end luxury dealership, let alone, one that calls themselves the best in Canada, no? BMW is creating a reputation by manufacturing solid vehicles. Their cars speak for themselves. As a dealership, it's your responsibility to maintain that reputation and ensure that people have a reason to come shop for a BMW apart from buying a solid German vehicle.

I personally bought my last BMW in 2006 and haven't shopped at Brian Jessel since then. Poor service from the people that matter, salesman, service managers and sales managers. These are the guys that benefit the most from the sales and you would expect them, if anyone to act like their customers, ALL customers, have business that they value.

It's funny Hongy mentioned that he ended up buying an Audi after receiving such poor service next door at Brian Jessel. I too did the same thing. People end up receiving poor service at BJ and walk 5 feet over to Open Road Audi where they get a chance to swoop up BJ's lost business. Imagine how many other people have done the same thing!

Again, I doubt this message will be read in its entirety nor will it be taken into consideration. Actions speak louder than words and as far as I'm concerned, your job is to come in here and make it seem like what I have to say matters. As far as I'm concerned, you're doing your job just fine. But in all honesty, it doesn't mean anything if nothing is being done about it; and evidently, people are having the same problems.

[belaud]

Speaking of horrid service.... remember Richmond Subaru?

Since this is somewhat on the topic of mistreatment, heres another story after the shit storm.

I was offered a front limited v-lip for cheap after the whole ordeal with them, it was nice of them, so I took them up on the offer.

The actual manager of the parts & service Yogesh was very very helpful & nice through email & person. Though when the time came to pick up the lip, the others were....not so nice.

They knew who I was, they knew what I did,

"I'm here to pick up the lip I ordered"

"lip? what is a lip?"

"uh...front chin spoiler"

"spoiler? that goes on the back, do you mean these lips?" (points to his mouth)

"....no" (awkward laugh and smile)

"hahahahahaha, no I know what you mean."

"oh...ok"

I thought he was joking, then in the back

"that guys here, hes here to pick up his..... lip" (biggest shit eating grin on his face)

Just a bunch of laughs and glares at this point as the guy went to get the lip in the back.

It was honestly really awkward and demeaning as if I said the "ricer" word, just your usual young guy treatment there I guess.

Its been 3 months after this little "situation", I'm just putting this here as its on topic, I don't want to start another ordeal with them, I wish to have no association with them any further, as I am still treated like an idiot after all is said and done, I've taken my business else where, with much better treatment. (Bought the lip about a week after the cars were exchanged)

[kkttsang]

BMW has those post sales surveys, but it is only on the dealership that you bought the car from, so its biased since you bought it there you obviously will give them a good survey.

BMW should have a post sales survey that will allow customers to rate other dealership, with questions like, "What other dealership did you go to" "How were their sales service compare to other dealership"

that way they may have a better idea of how each dealership is running things.

Those surveys are important to them, my sales guy told me that is what gets them bonuses at the end of the yr.

[GabAlmighty]

Lol, this is why I like shopping for my truck. I walk into any domestic dealership dressed in jeans and a sweater and I can have a truck priced out exactly the way I want it in less than 5-10 minutes.

[Harvey Specter]

Unfortunately one cranky or stuck up salesperson can ruining it for the entire dealership and the rest of the sales team.

[tofu1413]

^ sounds like any dealer out there.

[Dinan3]

Hello Tim,

Please take this message with a grain of salt but I find it absolutely ridiculous that SO many people are having the SAME issues with the SAME dealership for such a long time now! Reading these messages, working for a dealership that has treated people so poorly, I would imagine someone from management would come forth and try to rectify the situation immediately. Weed out the bad apples, set a company standard for service. Yet, there seems to be no such thing happening.

Again, let's step back and look at this from far way. This is just ONE thread in ONE forum, initiated by one person asking for advice. And it has evolved into a thread full of poor experiences that are unanimously the same. That's pretty appalling for a high-end luxury dealership, let alone, one that calls themselves the best in Canada, no? BMW is creating a reputation by manufacturing solid vehicles. Their cars speak for themselves. As a dealership, it's your responsibility to maintain that reputation and ensure that people have a reason to come shop for a BMW apart from buying a solid German vehicle.

I personally bought my last BMW in 2006 and haven't shopped at Brian Jessel since then. Poor service from the people that matter, salesman, service managers and sales managers. These are the guys that benefit the most from the sales and you would expect them, if anyone to act like their customers, ALL customers, have business that they value.

It's funny Hongy mentioned that he ended up buying an Audi after receiving such poor service next door at Brian Jessel. I too did the same thing. People end up receiving poor service at BJ and walk 5 feet over to Open Road Audi where they get a chance to swoop up BJ's lost business. Imagine how many other people have done the same thing!

Again, I doubt this message will be read in its entirety nor will it be taken into consideration. Actions speak louder than words and as far as I'm concerned, your job is to come in here and make it seem like what I have to say matters. As far as I'm concerned, you're doing your job just fine. But in all honesty, it doesn't mean anything if nothing is being done about it; and evidently, people are having the same problems.

Hi Parm104 and everyone,

Thank you all for your feedback. We are always looking for ways to improve our service to our clients, so your feedback is very important to us. I'm sorry if you had a poor experience before. If you let me know your concerns, I assure you that me and the team will do our very best to make it right.

Many of us share a common goal to offer the best service to our clients everyday, because we know that without their support, we would not be where we are today.

Please PM me if you have a concern with your recent sales or service experience. We will address it, learn from it, and take the necessary steps to improve.

Tim

[suzuka84]

I bought an A5 back in 2008 bc the sales at BJ BMW were giving me the run around. This is from an 2001 M3 owner. Don't really give a rats ass about all the mumbo jumbo and how the sales is the top in Canada, we all know everything is run through a handful of people and they pay out the lower people. It was the sheer arrogance of the nitwits thinking they are top sales and eating at subway next door to your dealership which steered me away. I also sent all my VPs over to Audi so most of the corporate exec fleet has a composition of Audi A5s to A6s.

[belaud]

Hi Parm104 and everyone,

Thank you all for your feedback. We are always looking for ways to improve our service to our clients, so your feedback is very important to us. I'm sorry if you had a poor experience before. If you let me know your concerns, I assure you that me and the team will do our very best to make it right.

Many of us share a common goal to offer the best service to our clients everyday, because we know that without their support, we would not be where we are today.

Please PM me if you have a concern with your recent sales or service experience. We will address it, learn from it, and take the necessary steps to improve.

Tim

You sound just like Richmond Subaru when they realized they were getting railed by the public! :fullofwin:

[BrRsn]

My 328i coupe was from autowest...BJ took my lease in a year early, gave me money on top and I drove out with a 2010 750i a few days ago. Khan over at BJ was the only salesperson willing to give me a deal and the service was excellent so I went with BJ but mind you, Ray over at Autowest is a good guy to deal with as well so both dealers in my book are excellent.

And my first BMW was from the BMW store, the sales guy was persian...wonder if he still works there? Does the old german guy still work on the service side? He was super friendly and was extremely helpful.


Although your experience is positive, it doesn't really matter because you dealt with the same guy twice. He obviously knew that you had the money to spend, and so he treated you well.

My main beef with them is the initial greeting, you can literally walk in through the service doors and be completely ignored (as I've experienced many times when I've gone in for random odds and ends). Their treatment of every customer isn't very standardized and can vary widely.

Walmart has a greeter that says 'Hello', asks if you need any specific help, and guides you in the right direction. You'd think if you were making a $50,000+ purchase you would get at least that.

[subordinate]

You sound just like Richmond Subaru when they realized they were getting railed by the public! :fullofwin:

I know Tim means well, but this is customer service 101, back in the late 90's. (Copy and pasta typical "we are sorry for your experience, please tell us in detail what happen so we can follow up - and rarely do you get a follow-up response lol).

If I owned a company and found some negative feedback, I'd ask the complainant to describe the salesperson/persons + name (even better). Then, maybe offer some sort of gift card as an apology, nominal 25 dollars?

Then follow-up stating the salesperson has been reprimanded.

I am blown away at how Companies think they can keep treating customers like shit with social media these days. Go Figure.

[parm104]

LOL straight up you guys said it. It sounds like he's reading it RIGHT out of a book. Conflict Resolution 101. Again Tim, not a diss to you; at least you're doing your job. I won't be spending any time sending personal messages so you guys can fix your business and get more sales. I don't think anyone else will be wasting their time with that either. You guys will simply keep losing business.

It's not rocket science, treat people with respect and dignity...I don't think your staff should really need a reminder for something so simple.

[swfk]

+1 for Tim doing his job, I'm trying not to be biased or anything cuz I also work at BJBMW. Honestly I must say that Tim is saying those things from his own will to help. He's a great guy that's on top of his job. He is using his personal account on RS and not a company account like Open Road with the PR guy doing his job. This is Tim typing this on his own will without the company even reading these comments.

BJBMW is not asking him to type what he replied to this thread, he's using his own time, his own identity instead of the company's, BJBMW is unlikely to stumble upon this thread and add to Tim's salary. It may sound the same as Richmond Subaru, but Tim actually means it.

I'm not backing up BJBMW sales or service, but I'm backing up Tim.

[Dinan3]

Hi guys,

It may sound like a typical response, but I meant every word. You're not going to be ignored, I'm going to follow through until we have a resolution to your concerns.

Every comments made earlier in the thread (before yesterday), were shown to our directors and management team, so that we can improve from it.

I also want to back up the team because honestly many of us here work extremely hard each day to make sure we attend to our clients' needs. If we consistently offer bad service, we're not going to be able to maintain #1 Sales in Canada, and we wouldn't be able to achieve top 10 in CSI ranking among other BMW retailers in Canada. It takes everyone's effort, from a wash staff to the directors, to bring in the result as a team.

Hopefully you didn't take my earlier response as a way to brush things off. We're here to help.

I'm heading to work now, but I'll send out some PMs tonight to try to get some more feedback from you guys. Thanks everyone.

Tim

[crazie_gsr]

Tim is truly a man of his word. He does do his very best to help out but as large of a company as BJBMW is, he can only do so much before upper management gives him the red light. I personally hav had a horrible experience and Tim has gone out of his way on his time off etc to help me and a few other member here out. My concerns posted in another bjbmw complaint post was by no means small and though the management just turned a blind eye to me, Tim was able to grab their attention and made things right. I wish I didn't have to go to the extent at which I did, but I can assure you that if you do shoot him a PM with your concerns, he will reply in a timely manner and WILL do his best to help- even if it means at his own time.

[blum2001]

My main beef with them is the initial greeting, you can literally walk in through the service doors and be completely ignored (as I've experienced many times when I've gone in for random odds and ends). Their treatment of every customer isn't very standardized and can vary widely.

+1 for this. To compare apples to apples, the 3 other dealerships i visited (BMW Store, Autowest, Park Shore), I was greeted at the door and even at Park Shore I was greeted in the parking lot. I didn't have to dress well, or drive a nice car, or 'look like a baller' for the guy to talk to me, I was a potential customer that was greeted when I got out of my car. There was zero pressure to sign papers, or do a deal on the spot where as at BJBMW, I felt pressured to sign a paper and walk out with a lease. What tipped me off was the smug attitude I got when I asked for a quote and consistently asking 'are you going to walk out with it today?'.

I really wish I remember what the sales guys name was. All I remember is that he's asian, probably around 35-45 years old, name might have started with an A. But who knows this was 2009 so he could be gone by now. But it's sad to say that one guy ruined the experience for me and I'll continue to tell people I know to go to other dealerships.


BJBMW is not asking him to type what he replied to this thread, he's using his own time, his own identity instead of the company's, BJBMW is unlikely to stumble upon this thread and add to Tim's salary. It may sound the same as Richmond Subaru, but Tim actually means it.

I'm not backing up BJBMW sales or service, but I'm backing up Tim.

But what really matter is if BJBMW actually does anything about it. An employee can report as many negative incidents as he wants but it's up to the company to make a change in the way they do business. I mean a simple problem of customers or potential customers feeling neglected once they walk in, I'm sure BJ has enough resources to have a greeter at the door for people walking in. I literally sat and walked around the 335i for 10mins before I went to the reception area only to find out the sales guy was eating donuts.

Dinan3, I speak for myself when I say I do appreciate the time and effort you are spending trying to repair the image of BJBMW and it shows a lot about your own character, I hope BJBMW realizes that they have a great employee on staff. I just hope your higher ups realize this and actually do something about these flaws within the company otherwise your time and effort is unfortunately wasted.

[swfk]

But what really matter is if BJBMW actually does anything about it. An employee can report as many negative incidents as he wants but it's up to the company to make a change in the way they do business. I mean a simple problem of customers or potential customers feeling neglected once they walk in, I'm sure BJ has enough resources to have a greeter at the door for people walking in. I literally sat and walked around the 335i for 10mins before I went to the reception area only to find out the sales guy was eating donuts.

I understand that you had a bad experience. However I'll repeat myself again, I'm not backing up BJBMW but I'm simply backing up Tim because he's a great guy to work with, great employee from what I've seen. I just didn't want others to ignore Tim because he sounded like he was typing from the book when he actually meant it.

[Dinan3]

Hi everyone,

I really do appreciate you guys' feedback. We had a couple of greeters position try out a few years back, but it didn't work out in the end.

Just from my personal observation. My office is at one end of the dealership, so when I walk across the showroom, I will try to make eye contact with the clients and ask if they need any help (unless I have an urgent task at hand or with a client myself). There are times that I sense that I'm making them feel uncomfortable. Some clients, like myself, want to take time to check something out on their own. If I have a question or interest, I will ask for help. I just feel more comfortable that way when I'm in any store.

With that said, we're supposed to ask if the clients need any help when we see them, because it's always better to over-attend, than not. The Sales receptionists at the front desk carries some responsibility in monitoring the showroom activity and check up on clients from time to time. Of course, the sales consultants on the showroom floor have that responsibility as well.

At the Service Dept, however, is different in terms of our approach. Clients walk in to Service because either there's a problem with their car or they have a question about something. There's definitely a different approach between our Sales and Service receptionists/staffs. If someone tells me that they drove or walked in to our Service Dept entrance/Drive Thru and no one attended them at all, then we have a serious problem.

The following are only my thoughts and I can be totally wrong on this. I don't have any experience in Car Sales, but if say a client walks in to get a quote on a car and mentioned/appeared that he/she is shopping around, I know deep inside that a sale is unlikely to happen unless the client really sits down to discuss his/her options and interest. You can walk in to any dealer with a quote from somewhere else, and I'm very sure that dealer can match or beat that price easily. Even if it is $200 less, it's still a better price. This is why I understand where these salesmen are coming from. At the end of the day, they too have a family to feed, and they want to make the most out of their day at work. However, they should always be treating the clients in a professional manner. From what I saw in some of the comments above, we reacted inappropriately.

This thread started a few months ago in Jan. At the time, I have forwarded the feedbacks for the management team to reflect upon. Even though that the majority of our clients are very happy with our service, we want to make sure we do not have an unhappy client walking out of the door. Some of the poor experience commented on this thread were dated back to a year or more, so I do hope that the next time you come in you will see the difference from your last visit. If you don't, please ask for me. We are always learning and improving. Unfortunately at times, from our mistakes.

I can genuinely say that if you ever get a chance to talk to the owner himself or the managing director, you can tell that their vision in our top priority is customer satisfaction. If we get this right, everything else will fall into place.

Please PM me if you guys have a concern, feedback on your experience with us (good or bad), or any general questions you may have regarding your BMW.

Thanks again, everyone! :)

Tim

[StylinRed]

went into BJ with a cousin of mine, awhile ago now, who was deciding between a SL benz or a M6 and the sales guys were grouped together crackin jokes

we didnt mind because we just wanted to peruse the showroom at first and then when we had our fill and wanted help we were ignored the sales guys wouldn't even make eye contact and we were kind of like "wtf?"

so we ask the guys cracking jokes for some help and it was like an 'omg how fucking annoying cant you see we're chatting here?' attitude

so we just said "you know what never mind we don't appreciate the attitude" and left their response was like that "PSH" youtube video :fulloffuck: and we headed up the street to Mercedes

[Dinan3]

went into BJ with a cousin of mine, awhile ago now, who was deciding between a SL benz or a M6 and the sales guys were grouped together crackin jokes

we didnt mind because we just wanted to peruse the showroom at first and then when we had our fill and wanted help we were ignored the sales guys wouldn't even make eye contact and we were kind of like "wtf?"

so we ask the guys cracking jokes for some help and it was like an 'omg how fucking annoying cant you see we're chatting here?' attitude

so we just said "you know what never mind we don't appreciate the attitude" and left their response was like that "PSH" youtube video :fulloffuck: and we headed up the street to Mercedes

Hi StylinRed,

I'm sorry to hear about you and your cousin's experience. That's not right at all. If you don't mind, would you be able to PM me when it happened, the person who helped you, and what exactly was communicated to you. Personally if anyone walks off on me being obviously upset, I'd go after them to apologize and clear up any misunderstanding. Anyway you put it, that situation was mishandled by us, and I'm very sorry for that.

If this had happened recently, I can definitely rectify this with management and the salesman. Thanks for your time.

Tim

[Mr.Money]

Hi Dinan3...

Your Responses Are Quite good but Too Bad the brian jessel bmw Dealership will Never Change it's work practices Hiring Douche Bag After Douche bag ,Maybe You should plan ahead & Work for another business if there not taking your considerations seriously how to run a good,healthy dealership that offer's it's clients trust & care,Too bad they don't follow up on your pointer's,your a good guy Tim,trying to Patch up the cracks in the Dam.

I also walked out of brian jessel bmw because i was just wearing my t-shirt and jean's,maybe i should have Wore my Blazer & Rolex since i felt like a ghost in the building looking at the show room with a group of sales guy talking
sorry about this long and comical review,but Hey..thread started a few months ago in Jan & it's still the same service.

hmm,i don't think i should name anyone who was being rude there,Employee's are just gonna have fun back stabbing each other for Brownie points to step up on the corporate ladder for all those award's in the Office.

[Geoc]

Since someone is listening here, I might as well say something:

First off, your sales is too greedy, when my parents went to BJBMW, some sales lady approached them and ask if they had any questions, my parents told her what they were looking for and she just said 'oh there is some out in the lot, why don't you look for yourself' (wtf) and then proceeded to deal with other customers. When my parents actually had some questions, she was nowhere to be seen, and remained so for the next 30mins. She finally appears when another salesman approached my parents.

I was about to give up searching for BMWs until a couple members (kkttsang, and artmotion) here referred me to AutoWest. Without going into too much info, their sales attends to you 100% of the time, willing to listen to your comments, and even go above and beyond (they spent a good 30mins getting a car out from the back corner of their lot just for a test drive)

[Dinan3]

Hi Dinan3...

Your Responses Are Quite good but Too Bad the brian jessel bmw Dealership will Never Change it's work practices Hiring Douche Bag After Douche bag ,Maybe You should plan ahead & Work for another business if there not taking your considerations seriously how to run a good,healthy dealership that offer's it's clients trust & care,Too bad they don't follow up on your pointer's,your a good guy Tim,trying to Patch up the cracks in the Dam.

I also walked out of brian jessel bmw because i was just wearing my t-shirt and jean's,maybe i should have Wore my Blazer & Rolex since i felt like a ghost in the building looking at the show room with a group of sales guy talking
sorry about this long and comical review,but Hey..thread started a few months ago in Jan & it's still the same service.

hmm,i don't think i should name anyone who was being rude there,Employee's are just gonna have fun back stabbing each other for Brownie points to step up on the corporate ladder for all those award's in the Office.

Hi Mr. Money,

Actually, I would like to know the individual who was rude to you. I do prefer if you PM me the details so I can bring this up to the person.

I've worked with these guys for 5.5 years now and they are good people. I hope that if you give me more info on what happened that I can understand the situation better from both parties.

It's just me, but I don't really agree with the last comment regarding back stabbing each other for ones own benefit. I can understand that there is certainly competitiveness among salesmen, it's only natural. I see it as a postive motivation and even so there's a very good team atmosphere among the sales group.

I do want to clarify that the management never ignores a client's feedback. Our new Customer Lounge was created because of customers' feedback that they wanted a more private area to wait while their cars are being serviced. We had feedbacks regarding the nice touch of being offer small snacks while waiting, so we brought in cup cakes every morning, and we offer free breakfast and lunch at our M cafe while you wait for your car. These are just examples of our awareness of each client's comments.

I enjoy my job, and the company has been great to me since day 1. We're a big family here at work, we put in the extra effort for our clients and each other. Also the fact that I love the brand will keep me here for a long time.

Thanks for your feedback.

Tim

[Dinan3]

Since someone is listening here, I might as well say something:

First off, your sales is too greedy, when my parents went to BJBMW, some sales lady approached them and ask if they had any questions, my parents told her what they were looking for and she just said 'oh there is some out in the lot, why don't you look for yourself' (wtf) and then proceeded to deal with other customers. When my parents actually had some questions, she was nowhere to be seen, and remained so for the next 30mins. She finally appears when another salesman approached my parents.

I was about to give up searching for BMWs until a couple members (kkttsang, and artmotion) here referred me to AutoWest. Without going into too much info, their sales attends to you 100% of the time, willing to listen to your comments, and even go above and beyond (they spent a good 30mins getting a car out from the back corner of their lot just for a test drive)

Hi Geoc,

I'm sorry to hear about your experience. Please help us pass on the apology to your parents as well. The person that you mentioned is our newest member joining the sales team. She's a very hard working individual, the type who will go to clients after clients with no breaks.

I am seeing a bad behaviour here from what you described that I will bring this up tomorrow at work. It may be a case of trying to handle two sets of clients at the same time. I will look into this.

I'm happy that your parents got what they were looking for at Auto West. At the end of the day, I am thankful that Auto West was able to retain your parents to the BMW brand when we were not able to. They are truly great cars, and you guys are going to enjoy it for many years to come! Thank you.

Tim

[Klobbersaurus]

Hi StylinRed,

I'm sorry to hear about you and your cousin's experience. That's not right at all. If you don't mind, would you be able to PM me when it happened, the person who helped you, and what exactly was communicated to you. Personally if anyone walks off on me being obviously upset, I'd go after them to apologize and clear up any misunderstanding. Anyway you put it, that situation was mishandled by us, and I'm very sorry for that.

If this had happened recently, I can definitely rectify this with management and the salesman. Thanks for your time.

Tim

i wouldnt consider getting attitude from salesmen as getting help and no one helped him, that was his problem

[Dinan3]

i wouldnt consider getting attitude from salesmen as getting help and no one helped him, that was his problem

Sorry for the confusion. I understand why StylinRed was upset. I meant to ask for more details so I can make use of this feedback.

[rawr]

Sorry for the thread jack but I just came back from Autowest BMW. We got in, looked around for a good 15-20 minutes, and NOBODY acknowledged us. Not even a simple "Hello", not even eye contact. They were grouped around the counter chatting, while some were just on the computer. :suspicious:

Went to MB in Automall afterwards. Upon entering, we were greeted right away by a sales manager, and then another person checked up on us. MUCH better than Autowest.

[froz_v]

from my experience, go to Park Shore BMW and ask for Mike Regan he gives amazing deals without the hassle or headache.