BMW of Gwinnett Place

BMW of Gwinnett – Extremely Disappointing Sales and Service Experience This was my first BMW, and unfortunately, it will also be my last. A few weeks ago, I brought my car in for service and was told I would need to bring it back to fix a dent. I scheduled an appointment for December 22, and I was clearly told that my car would be ready for pickup on December 23. Based on that information, I made arrangements accordingly. When I dropped my car off on the 22nd, I also requested: • The dent repair • That they inspect why my wiper fluid is not dispensing • That the car be washed, since the last time I brought it in for a tire change, it was not washed At drop-off, I was suddenly told that the technician responsible for the dent repair would not be on-site until the morning of December 24, and that I would now need to pick up my car on the 24th instead. I was given no advance notice of this change. I explained that I was unable to come on the 24th, but was told that if I didn’t, I would be charged additional rental fees. I felt completely pressured and had no real choice but to rearrange my schedule. Despite having my car for two full days, the service was unacceptable: • The car was not washed properly, despite my request • The wiper fluid issue was never checked or addressed at all • As a courtesy, the car could have at least been charged, but it wasn’t When I expressed my frustration and stated that I would never purchase a car from this location again, the response I received was rude and dismissive, which only made the experience worse. The issues don’t stop with service. When I originally purchased the car, I was told I would receive two years of free charging. Three months later, I found out that I only received three months. When I raised this concern with the sales associate, I was simply told, “That’s the deal—there’s nothing we can do.” I was effectively sold the car under false information, and no one took responsibility. Between the misrepresentation on the sales side and the poor communication, pressure tactics, and lack of basic courtesy on the service side, this experience has completely turned me off from BMW. I’ve owned this car for only 10 months, and the level of customer service has been shockingly bad. I will never buy another BMW, and I strongly caution anyone considering this dealership to think twice.

VERY UNPROFESSIONAL. I saw their ad for a pre-owned X5 M last week, yet they had no photos of it. I was told the SUV was a pending trade-in while the customer's new BMW was getting something repaired before being sold to him...I had to wait days for the customer to physically bring the trade in; once the trade in arrives (Dec. 24), the salesman told me he was on his was home, and that they were closed on Xmas/25th. Here I am on Xmas, receiving an email from the salesman saying his boss just told him (mind you, on Xmas), that someone else left a deposit on the very vehicle I was scheduled to look at tomorrow at 9AM. So now my appointment has been superseded and canceled. The salesperson did not ask me for a deposit. Had he needed one I would have given one. Also, I submitted a credit application this morning. Now I'm sitting here looking stupid, with a credit inquiry that doesn't apply to any vehicle. The general manager named Khalil responded back on Google asking for me to email him. Fact of the matter is I already emailed him before even creating the review on Google.. nevertheless I called him and left a voicemail messages I called and had him paged. And he never returned my call that one time. This dealership is full of it.

As someone who had just immigrated from Korea, I had to purchase a used car due to budget constraints. While I would have loved to buy a BMW, I ended up purchasing a Hyundai Santa Fe that BMW had taken in as a trade-in. The dealer I worked with, Gennaro, was exceptionally kind and responsible—so much so that he genuinely influenced my perception of BMW as a brand. One of the main reasons I chose this vehicle over cars from general used-car dealers was the trust I had in BMW’s basic inspection and standards. However, the way Gennaro handled everything afterward gave me even greater confidence that I had made the right decision. Having just arrived in the U.S., everything felt unfamiliar and overwhelming at times, but this experience reminded me that there are truly good people here. Honestly, when the time comes for me to change cars in the future, I sincerely hope to return to BMW and purchase a new car from Gennaro. I would even say that owning a BMW through him has become one of my mid- to long-term goals for my life as an immigrant over the next five years.