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November 2023 by Candice Laura
Great BMW service department..I recently brought in my 328i for warning lights on the dash and George contacted me shortly after I dropped off with a diagnosis and My car was repaired and ready for pickup within a few hours. Overall an enjoyable, efficient and easy experience. George was great.And, the rows and rows of awesome BMW’s to check out while being there made it even more fun!
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November 2023 by Candie Mitchell
We purchased our 2018 BMW X2 at the FWB dealership brand new in 2018. The car itself was a great purchase. No issues at all until recently. Below is a breakdown of our experience with the FWB BMW service center.9/28 ThursdayHad car towed to BMW FWBBMW service center called to confirm the services we needed and did not seem concerned about the fact that we had the car towed and dropped off at their service center. We called back to tell them the oil needed to be changed and that the engine light was on and that needed to be looked into as well.10/2 MondayWe called BMW to confirm their findings from Friday. Said they needed to fix the two recalls and do the oil change and test, and probably order parts and the vehicle would not be ready until Friday or even next week.10/3 TuesdayFixed recalls and did the oil change and the check engine light is still on so they need to run diagnostics to figure out what is going on.10/5 ThursdayBMW called back to tell us the battery is dead and we needed a new one, to which we said it was less than a year old; we got it at AutoZone. They said they would take it out that day and have it ready to be picked up that afternoon so we could get it swapped out at AutoZone. We went to pick up the battery around 1 p.m. and waited an hour and a half for the battery before he had to leave. They said they would call when the battery was out of the car and ready to be picked up.10/20 Friday (two weeks later)We called BMW back multiple times before this date to find out if they had the battery out of the car and they said no then when we called on the 20th they said it had been out of the car for two weeks and they were waiting for us to pick it up. We then took the battery to AutoZone to swap out. They tested it and found that it was not dead, but they didn’t have any more of that type of battery, so they refunded the cost anyway (even though it wasn’t dead.) We called BMW and told them to put in a new BMW warrantied battery.10/27 Tuesday (a week later)We had to call BMW back after another week of waiting to find out if they had installed the new battery. They said yes and to come pick it up. We had to wait an hour after we arrived to pick up a car that still had an engine light on, now had a taillight malfunction, and no oil change. They credited us a whole $200 “for the delay,” we paid $800 for a car that now had more problems than when we first dropped it off.We ended up taking our BMW to the Pensacola dealership to be serviced. They fixed the engine issue within 24 hours. It was a stripped bolt that had nothing to do with the battery. Can not say enough great things about the Sandy Sansing Pensacola BMW service center. They were amazing!
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November 2023 by Jay Goldberg
I Just have Completed my Purchase with Fort Walton Beach BMW. Wow what a Great experience. Blanca, and the Whole Management Team worked for hours to put me into the car I wanted, at the Price I wanted. They will Be on the Top of my Recommendations list. ?
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November 2023 by Bill Reed
It’s always a pleasure to do business with Christopher. He keeps me informed on the progress of my BMW. When I asked him if it was time for new tires he got the answer for me that I would be good until the next scheduled maintenance. He also worked up the cost of new tires for me. Thank you Christopher for always taking good care of me.
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November 2023 by D M.
I would give a zero if it was an option. it's difficult to believe this dealership is an authorized BMW dealership. I cannot believe BMW North America puts up with the poor quality and complete lack of customer service. They don't answer the phone, they don't call back. They don't provide estimates. There is zero professionalism. From the top down, it's a very toxic environment. I don't believe they have BMW certified technicians either. My advice: go somewhere else. Fast! I believe they are dishonest as well. It's such a dismal experience and a complete waste of your time. Run, don't walk.
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November 2023 by Shana Wilson
Both Tamara, my sales person, and Jennifer, my finance Mgr. , were outstanding. My buying experience was easy and relaxed with no surprises. Highly recommend the dealership and personnel!
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October 2023 by Matthew Fortner
The wife and I go in to just “look” and Blanca came out to assist and she was fantastic! Very personable, outgoing and not pushy! Everyone there treated us amazingly which was a nice change of pace. Most luxury dealers I’ve been to treated us like we don’t belong but not Blanca and all the staff I couldn’t have asked for a better experience I highly recommend talking to Blanca if anyone stops by she will get the deal done lol. Also the finance lady unfortunately I can’t remember her name she was fantastic. She took the time to show us all our options and made sure we were happy. I will definitely be going back!!
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October 2023 by Byron Dodgen
I want to commend Blanca (BMW sales) for her help in getting into a new car. We honestly didn't think we had a chance dealing with the dealership on this particular car, but Blanca worked her magic and made it happen. Her light-hearted attitude and professionalism kept us entertained and engaged. Once we got the car, she went out of the way to introduce us to all its wonderful features. Our experience would not have been the same without her.
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October 2023 by Lee Moore
Bianca was my sales person and she is delightful. She is personable, friendly and communicated with me throughout the sales process. Bianca never seemed to be too busy for me and my husband.She’s knowledgeable and will seek out others for info if needed. Her youthful enthusiasm made this a very pleasant experience!Thank you Bianca!Betty Carswell
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September 2023 by Larry P.
I believe her name was Destiny that greeted me. She was a great help in showing me around and informed me where to go....
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September 2023 by xavier steinhart
Excellent customer service in the sales room. Patient, welcoming, and transparent.
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September 2023 by Teri Schroeder
I was told that my X3 would be washed and vacuumed as part of my regular service (oil change and inspection). When the car was returned to me it was still very dirty (we live on a dirt road) and had not been vacuumed. The service rep did send it back for washing but the inside was still not done and I had run out of time to wait and have it taken back again.
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September 2023 by Randall C.
I wish I could give zero stars as that is more in line with the service from this dealer. For almost 20 years we've leased both our BMW's while residing in Atlanta, New Orleans and 30A simultaneously. It wasn't until we began the process of slowly relocating to our beach house that our service needs started to lean more heavily with the Ft Walton dealer (which is now ~1 1/2 hours from our home). Even though the facility and service were not as outstanding as the two larger cities - we understood and accepted a little less. Until September 15, 2023 when it was obvious that things had gone from average to much worse. I woke to a nail in my tire and attempted to call the Service Department to see if I should bring my car in that day or schedule an appointment. My first call reached a national answering service who was unable to schedule an appointment for me because they could not reach anyone at the dealership. I was instructed to call back in 20-30 minutes - so beginning at 7:30 am until 10:15 am no one at the dealership answered the phones. Finally, when I was able to speak to someone I was told the Service Department never answers their phones. My further attempt at being proactive by calling the Parts Department to alert them of the tire I would need as replacement was met with a voicemail stating that due to staffing shortages, I should leave a voicemail and someone would get back to me at their earliest convenience. At this time - I decided to go ahead and press the SOS button on my vehicle and get Roadside Assistance involved so as not to delay the possibility of getting my tire repaired quickly as possible. I additionally left a voicemail with the Parts Department letting them know the tire size I would need in hopes of speeding up the process. Since I wasn't sure how long it would be that I would not have my car I went ahead and reserved a rental so I could make my doctors appointments and get to work. I waited two hours and called the dealer to see if my car had arrived and if they had an idea on how long it would take for repairs. Again no one in Service was available and decided to give it a couple more hours before attempting to re-call. My next attempt was met with no answers and no one being able to tell me if my car had arrived. The time was 3:30 pm making "no communication" of any kind for 8 hours. I decided to reach out to the Sales Department (they always answer) and was pretty adamant that I speak with the GM. Per our conversation, he was very upset and told me that he planned to immediately go speak with the Service Manager. Approximately 10 minutes later I received a voicemail from the Service Manager stating that my car had arrived and he would get back to me shortly regarding the expected time my car would be ready.......but it wasn't ready at that moment. At 4 pm I received a call that my car was ready and I was shocked and pleased. When I called the number back the Service Manager answered and told me my car wasn't ready. When I mentioned I had just received a call saying it was - he angrily told me that it wasn't.......at which time one of the technicians walked into his office telling him it was ready. Neither seemed to know which one was telling the truth. I began to laugh at the absurdity of the entire situation and now into hour nine......no one seemed to know what was going on. My final comment was to ask the Service Manager how he would have reacted if he were in my shoes at this moment? Fortunately, I had two other witnesses with me at the time and they were able to hear the entire conversation and my reaction/tone of voice. What followed turned out to be the icing on the cake of a 10 hour ordeal simply to inquire about the timeline of a simple service for my car. The Service Manager told me that my car was ready and would need to be picked up within 48 hours or I would be charged a $25/day storage fee. He continued to tell me that I was no longer able to bring my vehicle for ANY type of service to this dealer (even recalls) and that he was writ
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September 2023 by Bruce Pollard
I had the privilege of taking my baby (a very rare 435i Gran Coupe for a visit to see the experts at the Service Department at BMW of Ft. Walton Beach, FL, and Wow, did they exceed my expectations. First, they went above and beyond to squeeze me in, on extremely short notice, albeit, a very early morning appointment. To their defense, they are the only BMW dealership within 80 miles, and were probably booked for months out. Second, this was my first visit to the newly renovated Showroom and Facility -- It was Spectacular. If you are in the market or just want to be Amazed at Top of the Line "Ultimate Driving Machines", you MUST go and see their lineup, especially the M-competition series, and my favorite, the 2024 7-Series. It will blow your mind. Third, the place was very clean, and the staff was warm, very professional, and engaging. My Service tech kept me informed of the status of my vehicle, from start to finish, and provided additional maintenance tips about my vehicle that i previously had not known. If i could change one thing at BMW, I would integrate more customer discounts (maybe loyalty or tenured customer discounts) to make it more palatable, but most of us that own these finely engineered machines, understand this is the cost of ownership. Overall it was an exceptional experience, thanks especially to my Service Tech, Christopher.
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September 2023 by David Waters
Called them about a used vehicle they had then set up an appointment to see and test drive it. They sold it out from under me and didn’t even call to tell me, I just happened to notice it wasn’t online anymore! Then scheduled another appointment for a different vehicle and drove 2 hours to see it only to find out it had hit something and was dented and scratched on left front side. When I asked about it the salesman said he didn’t even know it was there! Really?? So you’re telling me you know nothing about what you are selling?? It was quite obvious as I sat there looking at it that no one at this dealership pays attention to anything. The Vehicle was dirty and had scratches and dents, who shows a vehicle like that? I then made an offer for $35,000, 2k under the asking price ($36,998)for the vehicle and said I would fix it myself. I was declined and told we would be 3k apart??? What kind of mathematicians work there??Now the vehicle is online for 2k more than 3 days ago ($38,995) and it still has the same scratches and dents??? WT??? Very unprofessional dealership and one you should avoid if you wish to receive BMW excellence! To me it was as if a bunch of grade school children run that place and there is or was no follow up phone calls or any communication at all! Beware especially if you are looking at a used vehicle, auto check or car fax said nothing about the accident but I assure you somebody hit something!
