Laurel BMW of Westmont

“I wanted to take a moment to thank Tyler, my service advisor, and David, the technician who worked on my BMW today. From the moment I arrived until I picked up my vehicle, the experience was professional, courteous, and genuinely enjoyable. I especially appreciated that there was no high-pressure sales approach for additional service work, which made the entire visit much more comfortable than my previous experience. Please pass along my thanks to both Tyler and David. They represented AutoNation BMW of Westmont exceptionally well, and I look forward to returning for future service. Thank you again for providing such a positive customer experience.”

“I was recommended to this dealership by a friend Back in April of this year. I thought it would be best to share my experience after a few months of vehicle ownership. This establishment is truly great at their trade. The communication, the follow up, the attention to detail was phenomenal. I was looking for a very specific car and was Unsuccessful in finding it online. Mark along with a couple other members of his team Paul and Brian pulled it off. Not only were they able to find me the perfect Vehicle, but the financing is the best I’ve ever had. The approval and the rate I got was fantastic. I’ve been around dealerships a lot in my life. Everyone in this one seems to enjoy their job and the people they’re working for. The place just had a good vibe. I will definitely be back For my next car, thanks Again guys🙏”

“I recently visited BMW Westmont regarding a 2024 iX and wanted to share my experience. During the test drive, Jason A. was informative and knowledgeable about the vehicle, pricing, and available options. He provided a detailed printout of figures that was very helpful, and he even mentioned that he personally felt the pricing may have been a bit inflated, I appreciated the honesty and transparency during that portion of the interaction. At the time, I was unable to stay and complete the financing process, so I submitted the credit application and let him know I planned to return the following week after reviewing numbers and considering my options. The application was pending, and I was told there would be follow-up communication regarding the next steps. Unfortunately, that follow-up never happened. There was no phone call, text message, or email as discussed. I actually called him to follow up where I received a very nasty tone and was dismissed. In a business where follow-up can be the deciding factor in whether a customer purchases that vehicle or even stays loyal to the dealership overall, that level of communication matters. What made the experience more disappointing is that I have done business with BMW Westmont for years on the service side and have spent tens of thousands of dollars there over time. Based on that history, I genuinely expected a higher level of customer care and attentiveness. Thankfully, I was ultimately able to purchase the vehicle I wanted elsewhere, and I am very happy with the car itself. However, I do believe this dealership has room to improve when it comes to customer follow-through and relationship management.”

“UPDATE (after management follow-up): After my original review, the service manager Shannon personally reached out and asked me to bring the car back in so they could properly address the issue. I returned this week, was provided with a loaner vehicle, and they redid the detail. The result was significantly better and much closer to what should have been done initially. They also refunded my oil change, which I really appreciated. While the first experience was disappointing, I give a lot of credit to Shannon and the team for taking accountability and making things right. Because of the way this was handled and the effort to resolve it, I’ve updated my rating. I brought my 2019 BMW 330i in last week for a routine oil change. Unfortunately the service took significantly longer than expected. To their credit, the staff apologized, refunded the oil change, and offered a complimentary interior and exterior detail to make up for the inconvenience. I returned this week for the detail, but the result was disappointing. When I picked up the car, there were still obvious salt stains on the driver-side carpet under the seat. When I pointed it out and asked if the area could be cleaned again, I was told they would not redo it and that addressing that area “wasn’t something they do.” I wasn’t asking for anything unreasonable - just for the carpet stain to be properly cleaned as part of the detail service that had been offered to resolve the earlier delay. At that point the response was essentially that the job was “as good as it’s going to get.” For a BMW dealership, that’s a pretty disappointing standard. They did provide a loaner vehicle for part of the day, which I appreciated, but overall the experience felt inconsistent: a good attempt to make things right at first, followed by poor follow-through when the detail was clearly incomplete. I hope management takes a look at this, because customers shouldn’t have to argue to have something as basic as a visible carpet stain addressed after a detail service.”

“Great experience working with Darrell Phillips at Laurel BMW! Darrell was professional, consultative, and informative. He was easy to work with and made the process seamless. My wife and I had a great experience purchasing our first BMW here and would recommend Laurel BMW to others.”