Paul Miller BMW

“I purchased an Audi S3 from this dealership on July 31st of last year and drove in from Connecticut to complete the purchase. The buying experience itself was smooth and positive. I worked with Joe in sales, who was friendly, helpful, and made the process easy. I left with the car the same evening without any issues. Unfortunately, everything after the sale has been a nightmare. Shortly after leaving, I realized I left my Audi-branded license plate frame on my trade-in. I texted Joe, and he kindly offered to mail it to me when my new plates came in. That never happened, and I was later told it may have been damaged during removal. I ended up having to replace it myself. The real issue has been the registration process with the State of Connecticut. About a month after purchase, I was told there was a flagged audit on my end that needed to be resolved. I immediately handled it and notified the dealership, but then heard nothing back. By the time I followed up again, my temporary tag had long expired. Eventually, I was told my new plates and registration were in and they would be overnighted to me, which was great—until I received a call from a manager saying Connecticut had sent the wrong plates and registration. The dealership then sent a driver to make a 4-hour round trip to retrieve them and give me another temporary tag. While I appreciated the effort, I was assured the correct registration would be expedited. That never happened, and I never heard from that manager again. From there, it was months of being passed around, leaving voicemails, being told to call back because the “out-of-state registration person” was out, and being promised callbacks that never came. Everyone seemed aware of the situation, but no one took ownership of it. The only person who consistently showed care and effort was Joe. By chance, I was transferred to him during one of my many follow-up calls. He was genuinely shocked that this was still unresolved, emailed the general manager while on the phone with me, and personally went into the registration office to track down my plate from July. He overnighted it to me so I at least wouldn’t be driving with an expired tag. He even questioned why I wasn’t allowed to keep my original plates in the first place and explained that staffing changes in the registration department had caused major issues. Here I am, 7 months later, and my car is still not properly registered. I have no registration in hand, my plate frame was damaged and never replaced, and I have never once heard from the general manager or any manager with accountability for this situation. This has been one of the most frustrating customer service experiences I’ve ever had. Buying the car was easy, but the lack of follow-through, communication, and ownership after the sale has been unacceptable. Joe deserves recognition for genuinely trying to help, but the overall process and management of this dealership is severely lacking. I would not recommend this dealership to anyone, especially if you are purchasing from out of state. Joe deserves 5 stars. The dealership does not.”

“Great service, my service advisor (Chris) kept me informed every step of the way. He helped me set up a loaner but not just that, he made sure I got an X7 to replace my X7 to help accommodate the size of my family. Over all great work, amazing staff and very smooth process from beginning to end.”

“I have been in the market for a new car for several months. I had been to several dealerships and looked at several different Brands. By far, Paul Miller was the best. My experience was actually enjoyable. Buying a new car can be exciting but also stressful. Paul Miller made this process nothing but flawless. The staff is extremely professional. They are efficient, respectful, honest and wonderful. Peter was excellent. He went over and beyond to make me happy. I love my car and I am thrilled to have chosen this dealership to deal with for the term of my lease and what I believe will be my many future cars as well.”

“The team at Paul Miller are truly professional. They are attentive to special requests and have shown me consistency since my first visit. They also text videos regarding service that are super informative. On top of all of this, their communication throughout the process is fantastic. Highly recommend getting your vehicle serviced here.”

“As always, Paul Miller BMW provided me with a great service. They never disappoint from driving in to driving out. We had Ken overseeing our service and he was on point from start to finish! Thanks again for a smooth and easy experience!”