BMW of West Chester Service 1275 Wilmington Pike, West Chester, PA 19382

"I want to preface this review by saying I have had good experiences at Otto’s in the past. I’m not sure if the recent changes in ownership/management/ the name change has anything to do with my dissatisfaction but I’m very disappointed. On 11/9/2023, I dropped off my vehicle for a prepaid leather warranty cleaning that I’d purchased when having my vehicle built. This was supposed to be a one day service. I was surprised when I received a call stating that the vehicle would have to be there a bit longer (Due to no fault of my own). However, I explained that I had a scheduled c-section on 11/14/23 and that my husband and I would not be able to return the vehicle until 11/18/23. Unfortunately, my recovery did not go well, and I had another emergency surgery just two days later. On the same day, 11/16/23, Melissa, service associate, called my husband and stated that the only way the warranty could be used to clean the leather is if we paid for a $400 detail. A month prior, I had my car fully detailed which is why we wanted to use the warrant because the stains hadn’t come out. At any rate, we conceded and reluctantly paid because I was in the hospital and did not want to deal with the headache. A few days later, on 11/22/23, Otto’s had not serviced the vehicle when Melissa, started calling my husband incessantly asking for the loaner vehicle to be returned. She stated that the 3rd party agency was not able to service the vehicle and that she did not know when they would be able to. My husband and I I both explained to Melissa that I had an emergency surgery after having my baby and that my husband wasn’t comfortable leaving me at the hospital alone. Because of Melissa’s insensitive calling, a few days later, we returned the loaner and asked for a supervisor/manager to call us as there was no explanation as to why our vehicle wasn’t serviced or how long it would take for them to get us in. We also wanted answers regarding the urgency placed on returning the vehicle. The manager wasn’t any help as he wasn’t able to explain the problem. He said he needed to investigate the issue and call us back but never did. We called Otto’s every week for a month when finally, Melissa returned our call and we were able to get the service completed. Also, I noticed an added charge of $100 dollars. When I called to ask why we were charged $100 for the loaner, they said the vehicle smelled like smoke. I was pregnant and had just given birth. I don’t smoke and neither does my husband. I was just over it! On Friday, 12/22/23, we finally brought the vehicle in. Not only was the vehicle not properly cleaned, but they didn’t even do a curtesy vacuum or a quick wash in the outside. I know this seems a bit petty to most but when you’ve been dealing with issues, every problem is pestering. When asked the associate that was available why the car hadn’t been cleaned, she didn’t have an answer. I asked her to please get it cleaned before I left but she said it would take some time. I had already driven an hour and had an appointment, so I couldn’t wait much longer. Sufficed to say, I just paid a carwash to lightly detail the vehicle, so it would be clean for Christmas. I probably will not be going back to Otto’s."

"What can I say that I haven’t already said about Otto BMW formally known as BMW of West Chester Pennsylvania. When I was looking for a vehicle I came across Otto BMW and My experience has been positive with Otto’s BMW , from the purchase of my vehicle to the parts department to the service department. I’m currently modifying my vehicle with quality OEM parts in which I also purchase at there parts department. I currently has some service done where my vehicle was lowered 1 inch around the suspension. They also did an excellent wheel alignment on the vehicle and I also had the iconic glow installed in which they did a super job. I have had nothing but positive results from this dealership and I will continue using and utilizing their services and products. I want to thank everyone at the service department especially Joseph izzi thank you for everything."

"Joe in service was super helpful. Only dealer around that had my windshield in stock. I am a first time customer and they were very accommodating with travel back and forth and did a meticulous job. Thank you!"

"As always, I had an excellent experience working with Jay Miller when my lease was ending. He made it seamless in the process of starting a new lease. I am excited to have a new X1 with all of the features I have had previously and the car is a beautiful San Remo Green Metallic. BMW of West Chester is a wonderful dealership with a great crew."

"BMW of west Chester (Otto’s) is amazing. The service team there is great and my advisor Heather is always professional and responsive. I have recommended them to a number of friends and family members. I will certainly continue to do business with this dealership."