Dealer 2-Year Rating

Overall Rating

3.6 / 5
Customer Service
3.4  
Friendliness
4.3  
Overall Experience
3.5  
Price
4  
Quality of Work
3.9  
Service
1.1  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price

A bad experience with the service department

By Scott on 8/10/2018 at 2:10 PM. Helped by Jackie and Mike.

I scheduled to have my navigation system switched over from European maps to North American maps. I was told it would cost $200 plus tax and would take between 2 and 3 hours. The morning of my appointment I was told it would cost $600 plus tax and that the technician may have trouble performing the switch-over. As a result, they would very possibly need the car over the weekend and into the following week!! I had to talk to three different people and it came down to the left hand not talking to the right hand and I was left with the impression the technician was either not trained properly and/or did not have the proper equipment. Needless to say, I was scared off and canceled the use of the dealership.

I would not recommend this dealer.

Overall Rating

1.0  

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

Deceptive Advertising

By Heidi Burgess on 2/16/2018 at 8:41 PM. Helped by Ty Coyle.

2 years and $34K later on a "Certified Pre-Owned" 528i and now my car is rendered worthless "Their words" due to a know design flaw affecting BMW's known as timing chain failure. As a Certified Pre-Owned, one is told to expect that all known issues are resolved and the vehicle is inspected thoroughly. This was not the case as BMW and the dealership knew about this issue long before the 2012 was even build and they still certified it and did not disclose the issue. Now they have extended the warranty but wont recall because of liability issues. This is a major issue (google it first) so DO NOT buy a Certified Pre-Owned BMW period. Maybe even most disturbing, the response I get is "not our problem" but out of the goodness of our heart well sell you the engine for $11K opposed to $22K. Considering the first person I spoke with told me I should take my car and sell it for scrap at the junk yard, OMG I think it wise to never buy a vehicle from them period.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Vehicle Purchase

By The Jones' on 1/31/2018 at 9:55 PM. Helped by Patrick Hamm, Joseph Wade, Alan Shapiro, Karim Moujeahad, Kylie.

Two points to make: 1) If you have ever owned a BMW and want or need a new vehicle the choice is easy - Get another one! 2) If you are going to buy a BMW in Eastern NC then BMW of Wilmington is the place to go. We worked with Patrick Hamm, Joseph Wade, Alan Shapiro and closing the deal was the Business Manager, Karim Moujeahad. The BMW Genius, Kylie made sure we were well familiar with the different components of the vehicle before we left. We have never worked with a finer group of folks then these. Knowledgeable, thoughtful and considerate this team made this purchase a great experience and the best we have ever had in over 40 years of buying cars.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience

Service department

By Terrible service on 1/8/2018 at 4:43 PM. Helped by No one.

I have called BMW service department for weeks . They never answers the calls .I have left messages nobody calls you back . Today I called the operator since the call to service department went to voicemail. Again . Let’s see if anyone will call back .

I would not recommend this dealer.

Overall Rating

1.4  

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

Have no idea how to perform an alighnment.

By Jerrod Rowcliffe on 1/3/2018 at 6:26 PM. Helped by Bob Barfield.

I have had (2) BMW Vehicles a 1999 BMW 328i and a 2006 BMWx5 4.8is After multiple trips to both BMW dealerships in my area, Kingston BMW and Wilmington BMW for repairs I have determined that I WILL NEVER buy another BMW. Here are my reasons. 1). No one can properly perform an alignment on the vehicles. The 328i was aligned at the Kingston dealership first, the car pulled all over the road when it was completed, so I went to the Wilmington dealership, they were slightly better but after 2 months the car wore through a brand-new set of tires. Additionally, after taking the car to the dealership to fix serval electrical issues without any of them being properly corrected I sold the car at a great loss. 2). I bought a X5 and after 2 months I noticed premature tire wear. I took it to the Kingston Dealership for an alignment. They aligned the vehicle and told me the car was fine. After 2 months the back tire was worn through to the steel belt. I spent $1000.00 on new tires and had the Wilmington dealership Align the vehicle. 5 Months later I got a flat tire in the right rear the tires were worn through on the inside edge. I bought new Tires for the rear again and took it back to the Wilmington Dealership. After much complaining they readjusted the alignment. According to the read out the alignment is worse now than before I took it in. When the tire I have now are worn I will trade the vehicle in for a Dodge or Ford. At least then I won’t eat through a set of tires every 15000 miles. Furthermore, during my last service, they attempted to complete a recall repair. Now my airbag light is on. So, the vehicle is far worse after taking it in for repair than it was before your so-called mechanics touched it. My official Opinion is that BMW's are overpriced garbage. BMW you are 0 for 2 vehicles.

I would not recommend this dealer.

Overall Rating

5.0  

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

I will only buy cars from BMW of Wilmington from now on

By HaileyStephenson on 10/16/2017 at 5:05 PM. Helped by Patrick Willyard.

I bought a car from Patrick back in May and I LOVED it. He helped me buy my first car and worked with me so I could get everything I wanted in a car in my price range. 3 months later I got rear ended and my car was totaled, so I immediately called Patrick knowing I would be happy with another purchase. I also want to note how I drove away from being rear ended at 60mph in my BMW not having any idea my car was totaled. I truly believe I wouldn't have been able to say the same if I were in any other vehicle. I drove away on Saturday with my dream car and I could not be happier! I will never buy a car anywhere else.

I would recommend this dealer.

Overall Rating

5.0  

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

Amazing Customer Service!

By CPH123 on 9/30/2017 at 11:59 PM. Helped by Patrick Willyard And Joseph Wade.

Patrick Willyard and Joseph Wade helped me with my new X3 today and they were both amazing to work with! This is my 3rd BMW with them. Thanks for the great Customer Service!!

I would recommend this dealer.

Overall Rating

5.0  

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

Great service even when he is not on duty!

By Brian on 9/19/2017 at 5:48 PM. Helped by Patrick willyard.

Patrick has been a big help to me with my first BMW. Even helping me on his days off. Patrick did a fantastic job in providing service to me Brian

I would recommend this dealer.

Overall Rating

5.0  

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

Outstanding customer service!

By DavisAbey on 9/12/2017 at 10:51 PM. Helped by John McDougald, Joseph, Scott, Tyler.

We can't say enough about the outstanding service we received from John McDougald on our recent purchase at BMW of Wilmington. John went "above and beyond" to help us. His patience, kindness, professionalism, and attention to detail surpassed any car salesman we have ever experienced. He was personable and listened to what our needs were in a vehicle. We weighed out leasing vs purchasing and decided on a purchase. John knew just the vehicle we were describing....we had not seen it on the lot, but within a few minutes, he had found the ONE. We will never forget how wonderful John and other staff were in this experience. With my husband dealing with a recent illness and needing extra patience, this was not a problem for John. We both appreciate his compassion and sincerity throughout the process. We also appreciate the help of Joseph, Scott, and Tyler. Joseph worked with us in approving a prior deal when we purchased our last BMW. We highly recommend John McDougald and would purchase from him again. Obviously, we will be referring our friends to him as well. Our thanks again! Allen and Kay Davis

I would recommend this dealer.

Overall Rating

5.0  

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

Incredible Experience!

By MaryBMWZ4 on 8/29/2017 at 6:56 PM. Helped by John McDougald, Brian Smith, Ty.

From the moment I contacted BMW of Wilmington, we were treated like no concern was too small. Oddly enough I found our car from a listing that popped up as an alert for a new car listing on one of my phone apps. There were no pictures, nor much information, however, my husband suggested I call. Luckily the salesperson I was transferred to was John McDougald, who informed me that the vehicle I was inquiring about did exist but there were no photos because it had just arrived at their dealership. I had several questions about the vehicle that John said he would find answers to and also suggested he take photos of the vehicle and text them to me. The car was exactly what we were looking for and more! Being from out of state I knew this could be a bit of a challenge, but we chose to put our faith in John McDougald and his dealership. We dealt with three people, Ty, Brian in finance, and mostly John who all made the transaction as seamless as possible. We couldn't be more pleased with our purchase and would choose and highly recommend this dealership to anyone looking to have an exceptional experience.

I would recommend this dealer.

Overall Rating

5.0  

5   Friendliness
5   Overall Experience

We had changed our dealership To SC now back at Wilmington

By Doug on 8/27/2017 at 10:57 AM. Helped by John McDougald.

With the past experiences, we had at Wilmington BMW. We moved to Myrtle Beach last year. We bought my daughter her first car. My wife talked to John after helping us with the purchase of our new X3 we will be moving back to Wilmington. John went above, and beyond to make sure we were satisfied. Outstanding job John, thank you

I would recommend this dealer.

Overall Rating

5.0  

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

Best Experience I've Ever Had At A Dealership

By Loudiamond15 on 10/29/2015 at 6:13 PM. Helped by Brian Smith.

Where to start, hmmm. Well, I'll start by prefacing my review with the fact that over the 20 years I have lived in Wilmington, I have visited the BMW dealership here many, many times (all of which were when it was still Schaeffer BMW). I'll admit that most times when I did visit the lot (especially when I was younger) I was just "window shopping" and really just admiring most of the "out of reach" models. But, there were also quite a few times I was actually in the market for a new car when I visited the lot. No matter the circumstance, I was never impressed with the overall feel I got from the salespeople. Rarely was I ever approached, and if I was, I got the strong feeling that I was being brushed off or I was "wasting the salesperson's time". Almost as if I was never taken seriously as a prospective buyer. In fact, I got this feeling so much that a few years ago when I was in the market for my last car, I traveled over two hours to Raleigh to visit the BMW dealership there instead. I had pretty much written off Schaeffer BMW as a dealership to never do business with. This all changed for me when Schaeffer BMW was sold to a group out of SC recently and renamed to BMW of Wilmington. I had just started the process of shopping around for my next car, being that I had 5 months left on my current lease. Unbeknownst to me that the dealership had just changed ownership, I took a ride over to the lot on a rainy Saturday to take a look at a couple M235i's that I saw in their inventory online (I had researched thoroughly online, but wanted to see the car in person). Oddly enough, when I arrived I was actually greeted (odd because in past years I could count on two fingers how many times I had actually been acknowledged by staff while on this lot). Immediately the salesperson, Brian Smith, made me feel like I was actually important, and not like I was an inconvenience to his day. Immediately I could tell he was passionate about his job and about cars. And not only cars, but BMW's in particular. His intricate knowledge showed out almost right away. I made it abundantly clear to Brian right from the get go that I was NOWHERE near ready to buy or lease a car and that I just wanted to see the M235i in person. This information didn't prevent him at all from showing me the car, going through almost all of the features and finer points of the car, and even going for a test drive (Not to mention the one I test drove was fully loaded and well out of my price range). Keep in mind that at this time I was 5 whole months away from the end of my current lease (which was not a BMW, which meant no "pull ahead" program was possible). Maybe I'm just simple, but to me this spoke volumes about the kind of professional he is. After that Saturday visit (September 12th, 2015 to be exact) Brian kept in touch and followed up which led to a plan for me to special order an M235i once the dealership got an allocation for another one. This would give me a month or two of time before I could order it, and another two months before the car came in, which would have been perfect timing almost for the end of my current lease. I won't go into the finer details of the deal, but basically he and his new gm worked such a great deal that I wound up leasing an M235i exactly a month from the date I test drove it (yes, even with 4 months left on my current lease). The whole process was as easy and painless as I have ever experienced while buying/leasing a new car (for the record, this is my 8th car, 5th lease). I can't say enough about Brian and his professionalism as well as his passion for cars and the brand he is representing. From initial contact all the way to the signing on the dotted line and even after the sale, I cannot be any more satisfied with my experience. I'm pretty positive that as long as BMW keeps making cars I like (and can afford haha), I won't be going anywhere else in the future for a new car.

I would recommend this dealer.

Overall Rating

3.0  

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

Service expenses are way more than where I bought it

By Guy Next Door on 6/25/2015 at 6:13 PM. Helped by Rather Not Say.

Repainting a front or rear bumper to repair road rash was $300 each at the dealership where I bought my car. $450 at Shaeffer. Seems like there's only one mechanic at Shaeffer most days because it's always a full day to get an oil change. Last week I dropped my car off at 7:15 am, third car in line, at 2:00 I get a text that it won't be done until end of day. Obviously it's not first come first serve. I have never been offered a loaner, Never. I almost always got a loaner with my old dealership, the only exceptions, when I waited for the oil change to be done or tire to be installed. Shaeffer has kept my car overnight a few times too, for minor work, because they didn't get to it. I feel like a second class citizen.

I would not recommend this dealer.

Overall Rating

5.0  

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

Highly Professional, Efficient Sales Experience

By Quick Buyer on 3/20/2015 at 11:01 PM. Helped by Eddy Solis.

I found the exact car I wanted at Schaeffer BMW on the internet. The dealership is 3 hours away, so I wanted to negotiate the deal on the phone. Eddy Solis, my salesman, was very professional, handled all my questions, and offered a fair price on the new car and the trade in based on pictures. I arrived, we inspected each others vehicles, I signed the papers, got the overview of the car and was on the road in less than two hours. I have bought many cars and that was a new record turn time. John Andrews, who handled the financing, did a great job as well. Thanks to the pros at Schaeffer BMW! I highly recommend them.

I would recommend this dealer.

Overall Rating

4.8  

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

Just Wonderful Service

By JeromeAirNC on 11/16/2014 at 11:47 PM. Helped by Larry (sales mgr) Gregg Mays (service advisor/coordinator).

I drove 3 hours to Chapel Hill BMW as they had the 335i car on the lot that I was interested in. Local Schaeffer BMW had only 328i cars which did not interest me. Took delivery, drove home in the rain 3 hours and began finding things not right at delivery, mostly electronic and programming difficulties. New 335i had terrible throttle response except in Sport mode. Schaeffer went to bat for me with home office of BMW, got the M Performance Kit (2000.00 installed price) installed on my car for NOTHING, got my issues resolved over the course of five visits and eight months but now the car is straightened out and it is a delight to drive. After a 10 hour drive to kids homes in PA and MD I am MUCH less fatigued than in making the trip in my previous Acura TL Tech car....and the 335i making 320 hp is a ROCKET and got 36+ mpg for the trip of about 1200 miles first time out before it was broken in. On subsequent visits to Schaeffer BMW I found a 135i Convertible and bought that for my wife and she loves that car too. It has the same N55 engine as in my 335i but has the 7 speed Dual Clutch Automated Manual Transmission as compared to the 8 speed ZF torque converter transmission in my 335i car. Both work perfectly. 135i is faster but gets 3 mpg less on the highway due to higher rpms at speed. Shaeffer handled a factory recall recently on my 135i car and I got the car back in a day, washed and vacuumed, and ready to enjoy. That is my usual experience with Schaeffer and I would recommend them highly with absolutely no reservations at all. Sales Mgr Larry is a delightful guy to work with, and the service people are top notch. Greg Mays is my usual service director and he calls me on my cell when the computer indicates one of my cars is due for a service. It is like having a personal auto valet all to myself. I am absolutely delight with my overall experience with Schaeffer BMW.

I would recommend this dealer.

Overall Rating

4.8  

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

Service Advisor - Greg M.

By ddelts on 7/3/2014 at 12:10 PM. Helped by Greg Mayes.

On my first visit to Schaeffer BMW, while visiting Wilmington, my Service Advisor has been Greg M. Greg has been "Outstanding" in his service and support to me and the family. He has definitely gone above and beyond to meet the satisfaction of my request as a customer. I have dealt with numerous BMW Service Advisor over the years, because, we have own BMWs for over 25yrs. Greg is number one for "Customer Care and Satisfaction." You are the "Best" Service Advisor, I have ever encounter in all my dealings with a BMW Dealership. You are a "Top Notch" professional in customer care. Overall, the other advisors working with Greg, have been very professional and nice to me, as well. Larry D, you have put together a fine staff of Service Advisors. Thank you. GD

I would recommend this dealer.

Overall Rating

4.8  

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

Bob has been my dedicated service contact since I moved...

By kmarquis on 10/4/2012 at 10:18 PM. Helped by Bob Barfield.

Bob has been my dedicated service contact since I moved to Wilmington. He is very professional and friendly, but more importantly goes the extra mile to give exceptional service. I'm very happy with the quality of the service department, but Bob really makes the experience great! Thanks so much!

I would recommend this dealer.

Overall Rating

4.8  

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

Throughout the service process Schaeffer's service...

By cahutchi on 8/28/2012 at 1:42 PM. Helped by Bob Barfield, Larry Demanovich.

Throughout the service process Schaeffer's service department was diligent in solving my problems. They provided wonderful service during my recent visits. After having new windows installed in my car there were several adjustments that had to be made to the windows so they did not cause wind noise while I was driving. It took two adjustment visits after the initial installation, but the service department was patient and understanding and extremely helpful. Bob Barfield provided beyond excellent service and was a pleasure to work with on each of my visits. He made my experience exceptional and was a great liaison with the gentlemen performing the service. I cannot thank Schaeffer enough for everything they did. As a new customer to BMW they have certainly set the bar high for future experiences! Thank you!

I would recommend this dealer.

Overall Rating

5.0  

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

I met these great folks under not so great circumstances....

By conniem on 8/21/2012 at 11:12 PM. Helped by Greg Mays, Rick Roethlinger, Larry Demanovich.

I met these great folks under not so great circumstances. While driving on I-40, I had about 4 warning lights come up on the dash. I called BMW Roadside Assistance, and they patched me in to Schaeffer's service department, who offered me an appointment in an hour, which was about how long it took us to get to Wilmington. When we arrived, the folks in the service department made every effort to make us comfortable. When it became clear that the car would need to stay overnight (and there was no loaner available), Greg explained Trip Interruption coverage, and encouraged us to rent a car and go on to the beach (which we did). While we were away, he kept in touch by email and phone. When we returned to Wilmington 2 days later, we learned that the technician had not only repaired the problem we brought in; he had also found a problem I didn't know I had. A part was shipped overnight and installed the next day. We came back from the beach and found the car repaired, reprogrammed, washed, vacuumed, and waiting for us at the door. A few days later, the service manager called and offered to contact Roadside Assistance for me, to help arrange reimbursement for the rental car. It doesn't get much better than this.

I would recommend this dealer.

Overall Rating

4.8  

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

After an accident, Brett Lee helped me navigate the...

By KBF54 on 2/6/2012 at 6:27 PM. Helped by Brett Lee.

After an accident, Brett Lee helped me navigate the insurance world and saw that my car was returned to original condition in record time. It was my first such experience, and of course I was upset and uninformed, but he schooled me from the estimate to the adjuster to the repairs. And his staff did an excellent and efficient job. Soon after I got my car back, one of the low beam light bulbs died, and I went by. He found one and installed it while I waited, and I couldn't have been better served. I recommend Schaeffer BMW!

I would recommend this dealer.