Dealer 2-Year Rating

Overall Rating

3.7 / 5
Customer Service
3.6  
Friendliness
3.8  
Overall Experience
3.6  
Price
3.8  
Quality of Work
3.7  
Service
3.8  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

This dealer are criminals

By BRUCE$ on 2/26/2019 at 4:47 PM. Helped by Sales and service.

I bought a bmw 335xi from this dealer with 42k miles. Once they got my payment I literally left my review with them the following day as my car already had adaptive headlight errors, low tire errors, misfire in cylinder 5, car shuttering and stalling, ticking from the engine, interior seatbelt restraint broken, cigarette lighters not working and windows stop working periodically along with reverse tilt mirrors and then the saleswoman had the nerve to tell me how dare I leave a bad review as it makes bmw look bad and her. I then checked oil with idrive and it wouldnt read at all and said it was down 1 quart and the oil sensor in a bmw only reads the last quart so I knew it was low over 1 quart. So I did oil change myself as the dealer stated the car was already sold mind you this is during my supposed warranty that they said would not cover anything, I changed the oil and it appeared to never have been changed oil was jet black and filter was full of sludge and after I measured oil from oil change it was down 2 1/2 quarts. This dealer is the worse dealer I have ever bought a car from in my life. I have a high paying job 120k+ a year and buy several cars a year. This experience turned me away from BMW I will never buy a bmw again after this kind of treatment. I currently am talking with my authority and we are in direct contact with the Better Business Bureau.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

5 Stars. Highly recomended

By mon2jan2 on 2/11/2019 at 4:54 PM. Helped by Multiple.

BMW of West Springfield is arguably the best dealership around when it comes to customer service. I worked with Finance Manager Amrinder, he took upon himself and left no stone un-turned to get a 5 year old document from archives for getting my registration. I can't say enough about how many follow-up and detailed communication he did to keep me informed. This is a 5 start dealership and I'd highly recommend these folks.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

Stay away go elsewhere

By shamir0418 on 11/21/2018 at 9:56 PM. Helped by Ryan Leite and his manager.

If I could I would give them zero stars. What a horrible dealership. I have never had an experience such as this. Take your business elsewhere. Here is my story. On November 13th, 2018 my wife and I stopped by this dealership because they had the best price on a BMW X5 on their website and on few other websites. We walked into the dealership and were greeted by salesman Ryan Leite. We sat down with Ryan and explained to him the X5 we were interested in. He told us that it was a loaner car and the car was out that day. He suggested we test drive a similar X5 to see if we like the car. After the test drive my wife and I were convinced that we wanted to move forward with the purchase. Ryan sat us down in his office to fill out some paperwork. While we were filling out the paperwork Ryan explained that the price listed on the website was wrong. The actual price was about $4,000 higher. We did not flinch. We still wanted to move forward with the sale. Ryan explained that the X5 we wanted would be back the next morning. After spending four hours at the dealership Ryan and I agreed that we would touch base in the morning around 10am to see if the car was at the dealership. At 10am the next day I called Ryan to inform him that I would be at the dealership in 30 minutes. Ryan stated that the X5 was at the dealership and that the earliest he could meet me was at noon because he had an appointment at 11am. We agreed to meet at noon. At noon my wife and I walked into the dealership. We were greeted by Ryan inside the dealership. While we were speaking with Ryan, his manager (forgot his name) was only six feet away sitting at his desk. Ryan even told his manager that I was here for the X5. Ryan told us to sit in the waiting area until his test drive with a client was over. We waited in the waiting area on the second floor for a little over 30 minutes. After his test drive was over, Ryan escorted us to his office. Once again we filled out more paperwork. About 15 minutes into the conversation, Ryan excused himself and went to his manager's desk. They spoke in private for about 10 more minutes. After his conversation with his manager he came back to his desk and started to do something on his computer. While staring at the computer screen, he tells us that the X5 that we spent all this time talking about and waiting for was sold last night. Ryan then suggests to us that he would help find another car. During this time at no point did he make any eye contact. I got up from my chair and got angry. At this point his manager comes out and tells me to "calm down". This is what he had to say to me for wasting all my time to "calm down". My interaction with this guy was very brief. During the interaction my wife and I felt like we were being talked down to. I am very reluctant to label anyone a racist with little interaction but if it walks like a duck and quacks like a duck it must be duck. I asked him why the car was still listed on his website and other websites for sale. He had no answer. We got into our car and drove to BMW of Shrewsbury. With in 30 minutes I was in and out of the Shrewsbury dealership with the X5 (the same model and for the same price). Do you self a favor and avoid the BMW of West Springfield and go anywhere but here.

I would not recommend this dealer.

Overall Rating

2.0  

1   Customer Service
3   Friendliness
1   Overall Experience
2   Price
3   Quality of Work

Stay away from this dealership

By Js21 on 7/11/2018 at 8:37 PM. Helped by Service Manager.

From sales to service this dealership lacks professionalism and responsiveness. They are difficult to deal with and lack understanding of basic issues. Furthermore, their behavior during interactions on the phone and in person is appalling. I would never recommend this dealership or will advocate my colleagues to cancel all further dealings and 9i interactions with them.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Love my X5!!

By SM78 on 7/3/2018 at 7:15 AM. Helped by Ryan Leite.

Great experience at BMW of West Springfield. There was no pressure to buy. Ryan was fun, informative and patient allowing me to test drive and get the vehicle I reallly wanted.

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

BMW disappointment

By LLK2015 on 7/2/2018 at 7:17 PM. Helped by bmw genius.

I purchased a new BMW from this dealership in August 2015 and had a very bad experience. Recently I contacted the BMW Genius because the connected apps (widgets etc.) are not working. They told me my subscription expired in April at 3 years. I explained that I purchased the car new at the end of August so the subscription should not be expired yet. The BMW response is 'take it up with the dealership'. This would be the same dealership that ripped me off when I bought the car. Very disappointing. This isn't my first BMW but it is my last.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Great Customer Service

By Megs72 on 3/10/2018 at 6:00 AM. Helped by John Torres.

Had a great experience with JT , very friendly, professional and knowledgeable and especially of the vehicle I was interested in the X1 . I purchased my first BMW here and will consider purchasing another in the future. I would recommend BMW of WS to my friends and family. Thanks to the staff for making my BMW purchase a great experience! Shoutout to Matt as well for the low down on how to operate my radio and everything else😊

I would recommend this dealer.

Overall Rating

4.2  

4   Customer Service
3   Friendliness
4   Overall Experience
5   Price
5   Quality of Work

Deal was straight forward

By Berlin Citizen on 2/21/2018 at 12:56 AM. Helped by Chris, Jerome, the finance manager and last but by no means least the women who is the BMW Genesis. She runs the place I think. She was very pleasant to deal with and went out of her way to ensure I got everything I needed. She was the best..

Got a great deal and am very happy with my purchase. No hassle or back and forth. I gave them the price I thought was reasonable for my trade and they got creative in order to meet it. The car I bought was categorized as a great deal on CarGurus. They brought the car to me for a test drive, and I live over 45 miles away.

I would recommend this dealer.

Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Awful!!

By Cargirlll on 2/5/2018 at 7:55 PM. Helped by Ben.

Horrible experience!! They have decent prices, but offer well below cash value on trades... even on other bmws. Refused to budge on price, much better deals/offers on same car at other bmw dealership.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Poor customer service

By S. Sawh on 1/29/2018 at 11:38 PM. Helped by Nermina Ibrahimovic.

I place a request to edmonds.com, Nermina Ibrahimovic set me back an email I try to schedule a time with her to contact her to discuss purchasing a BMW X1. She informed me she would be available after 6 p.m. I called and I left her a voice message she never returned back my phone call I sent five follow-up emails one each day for 5 consecutive days with no responses I tried two other phone calls during the same time and voice messages. no responses.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Terrible Service!

By bmwgirl on 12/7/2017 at 12:20 PM. Helped by Garrett & Jason.

I own 2005 545i that I received a recall notice in October 2017for passenger airbag. I called to make an appt. and was told that my vehicle had 2 additional recalls-brake booster & battery cable. I was told that parts were on back order and I would be notified when in. December and I hadn't heard from Dealership so I called. I was told parts were in about 5 hr. job, would have my car back end of day., so I made an appointment. After my car had been there 5 hours I received a call that it wouldn't be ready same day that they in fact didn't have all parts related to recalls. I was also informed that I needed to replace my battery @ $450. Thought that was rather steep, but car was there so I authorized replacement. I got another call telling me that one of the battery cables broke ( of course not the one on recall) when Technician was replacing battery and was going to cost an additional $170 to replace. I refused to give permission to replace it. It was fine when I brought the car in, and if they broke it then they need to replace it at their cost. Another call requesting additional 3 hrs. diagnosis time for fault codes not cleared after replacing battery. ( another $300) 3 hours?? I declined. When I picked up my car the following day there was an additional $145 charge on my bill which was not explained to me. So with tax my new battery was $516! Ridiculous. The following day I was hooking up my battery tender (I drive the car infrequently) under the hood and discovered that the Technician had also broken the plastic battery access cover which flips down. Because they broke off one side of the cover, when I flip it down it now falls off. Of course they didn't tell me that they had broken it. I called the Dealership and they will order a new cover. This experience has been the worst, as well as dishonest, that I have ever had at a BMW Dealership and I have owned a BMW for over 30 years.I need to mention that the only positive comment is that the guy who washed & vacuumed my car did an excellent job.

I would not recommend this dealer.

Overall Rating

5.0  

5   Friendliness
5   Overall Experience
5   Price

BMW purchase

By Io on 9/30/2017 at 12:56 PM. Helped by Bryce.

I traded my 2014 Audi A6 for a 330i xdrive. From start to finish, Bryce was very helpful. This dealership does not work on commissions and is a one price offer operation. This makes working with a trade a bit finite. No matter what your trade is worth, their computer program will control the deal. I feel like I got a great deal and Bryce made sure I was happy with my vehicle after the sale. I was particularly impressed with the concierge service. Not only does the dealership take care of registration, but they drive the plates and paperwork to you! Very pleased.

I would recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

buying my first bmw

By ns78 on 9/21/2017 at 12:56 AM. Helped by Bryce, Kyle.

i traded in my car for a certified pre owned bmw x3 and felt like i was in great hands the whole time. bryce was awesome and extremely thorough, and kyle was also great. the woman at the front desk was also very nice although i can't remember her name. i'm very happy with my experience and new car!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent sales team makes a great buying experience!!

By Kathy G on 8/25/2017 at 3:41 PM. Helped by Kyle Cowdell, Chris Hughes, Ed Carreto.

Cannot say more about Gengras BMW in West Springfield. Started the buying process looking for an Audi and after stopping in to speak with Kyle and speaking with him on BMW value over Audi, discussing whether to go with a 3 series or the 5 series and much, much more (he truly is a BMW genius!!)...I was sold on BMW. Came back a 2nd time and worked with Ed Carreto to make the purchase and all the while had Chris Hughes, the sales manager in the wings throughout. Purchased a beautiful 5 Series and enjoying the ride!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

BEST SERVICE EVER 😎😎

By Lesko on 6/10/2017 at 7:21 PM. Helped by Jason Paoletta.

Fantastic service once again with GENGRAS' --- SUPERIOR SERVICE ADVISOR -- Jason Poletta Always a pleasure to work and communicate with --- Makes having your car worked on a lot easier

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent customer service and buying experience.

By Jaycee on 6/9/2017 at 1:54 PM. Helped by Kyle Cowdell.

Went to Gengras BMW to purchase my first BMW. Working with Kyle made the experience fun and painless. He was extremely helpful and responsive even when I was a picky customer. I look forward to working with him again.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Experience was so good we bought 2 cars!

By jacqui mastriani on 6/3/2017 at 10:55 PM. Helped by Kyle Cowdell, Chris Hughes, Larry Flakes.

My daughter was in need for a new car and loved an x3 that was in the lot. Her salesman was Kyle Cowdell, who was very thorough, polite and ready to please. Kyle showed me a few new cars and I ended up purchasing even though I wasn't really looking. It was the most fun I ever experienced when purchasing a car. We asked a lot of Kyle to have both cars ready in only a fews days. We put him to the test and he delivered. Thank you BMW of West Springfield (Chris Hughes and Larry Flakes) and thank you Kyle!! We are both very pleased with our new rides!!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Overall Experience
4   Price
5   Quality of Work

Service Dept

By Joy on 5/31/2017 at 8:42 PM. Helped by Tina.

I am on my second brand new BMW an X5 and now an X6. No matter when I call to make a service appointment Tina is very polite and she always accomandates my needs. She goes out of her way to pick up where someone else has left off and always with a smile. With the service that I get there from Tina I will stay with the BMW dealer in West Springfield.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Amazing service

By Nick on 5/31/2017 at 4:06 PM. Helped by Jason, Zack.

Rather than go to Hartford BMW for service, I drive the extra 30 minutes to have Jason and staff take care of all my services needs. Always friendly, professional and attention to detail at West Springfield BMW. Jason really knows his stuff.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Never had a bad experience here.

By APJ2797 on 5/31/2017 at 3:35 PM. Helped by Tina, Aidan, Zack, Garth, Jennifer.

The service center is awesome at this dealership. The techs and service advisors explain everything so it's easy to explain and the whole crew who bring the car into the back and wash your vehicle did a great job. My X5M always looks and runs awesome after I'm done at the dealer.

I would recommend this dealer.