Tom Hesser BMW

"I will preface this review by stating that I NEVER leave reviews, especially bad ones, but the service was so terrible that I feel others should be warned. My X3 went in for routine service/inspection in January 2024. The service manager informed my husband (who was waiting for the vehicle) that two tires needed to be replaced. Perplexed, my husband questioned the manager and asked to see the tires because the tires had just been replaced at their dealership (Tom Hesser BMW) in June 2023; the tires had 8k miles on them. The manager checked the service records to confirm what my husband said was true, and upon verifying it was correct, told him that the tires were defective or it was the way we drive (not sure how this could be the case but…). He said the price of tires went up since June 2023 and that two new tires would now cost $1,000. Again, my husband questioned this and was told there was “nothing they can do.” We took it upon ourselves to call Good Year customer service and yes, in fact, there was something to be done. The representative worked with us and informed us that it is the dealership’s responsibility to warranty tires they sell, but often they don’t want to follow through because they don’t want to submit the paperwork and/or send the defective tires back. Through Good Year we were able to receive 80% off new tires (that we purchased through Tom Hesser) but we charged by Tom Hesser to install the new tires. We were just charged in June 2023 to have tires installed and not even a year later were charged again, through no fault of our own. The car was not washed, and smudges were left inside the car on the center console and driver door panel. No paper courtesy mats were used. The final nail in the coffin was when my husband started the car to leave, a hazard light was on. He went back inside and told the service manager about the light. The manager went to get the mechanic who told my husband that he “didn’t know why the light was on” and “to drive it for a bit and if it doesn’t go off, bring the vehicle back tomorrow.” Horrible experience. Would not recommend. And it makes me want to never buy a BMW again because the service and customer experience is subpar to that of other luxury brands."

"I have to give them credit. The staff did a great job taking care of me as an out of town customer. I got a good deal and it went well!"

"Wonderful dealership! The staff was very efficient and friendly. We went to get my daughter her first car and was so pleased I returned the very next day to purchase one for myself! And for the most part everything was done for me. I was in and out. We will most definitely return to this BMW dealership in the future."

"Excellent place to buy a car, the quick and accurate response to email and phone calls was great. The knowledge and detailed explanations of the car, paperwork and available accessories was perfect and not pushy. We called them for the first time in the morning and drove out of there with our new car, exactly what we wanted that afternoon."

"I worked with Kayla Kelly and Bryan Holley to turn my lease in and swap for another vehicle. The process was easy, quick and seamless. I’d definitely recommend this dealer for anyone looking. The staff and facility was great, no complaints at all. Thank you for making it easy!"