Orange County BMW

My wife and I purchased a car from Orange County BMW on 2/28/2021. We are out of state buyers and took every step to do our due diligence the correct way before signing paperwork. When asked for new photos of the vehicle, I was told that the vehicle's photos had been taken recently and that snow on the ground made taking photos in that moment a challenge. I was told the vehicle I purchased was a demo that the owner of Orange County BMW was driving and had recently turned in and was assured that as a Certified Pre-Owned Vehicle, it was well taken care of and was free of any damage history or paint work. The Carfax was indeed clean and this was billed as a clean “no stories” car. My wife and I completed the purchase and the vehicle was delivered in short order by the delivery team Tim Tansen at Orange County BMW selected (They were amazing and were truly the highlight of this purchase). Upon further inspection of the vehicle, it was determined that the right fender and front bumper had both been repainted and the quality of the repaint was poor to boot. The clear coat was failing (Flaking) off in areas because the painter did not shoot the clearcoat to a clean edge, but rather attempted to “spot the clear” in AND there was trash in the paint beneath the clearcoat which indicates an unclean paint room. In short, the person who did this paint work did a poor hack job and passed it off as good. I contacted Orange County BMW immediately and was initially told that they had no knowledge of the paint work, but they did acknowledge that my paint depth meter clearly showed evidence of it and would be reviewing with leadership to get back to me. It’s been over a month and several phone calls and emails have been sent to Orange County BMW with no response. Their way of making this right is to ignore their customer until they go away out of aggravation but that won’t be happening with us! In addition to the above horrible experience, I still have not received the documentation necessary to register my car! It’s been over a month and my car is not registered. Per state law, I am in violation and cannot drive the car until the vehicle is registered. I emailed the dealership and CC’d BMW NA this morning and received a prompt response that the registration paperwork was waiting on me at the DMV… In reality, they’ve sent it to a DMV in a different county DESPITE the fact that I gave them the mailing address for the correct DMV in my county on 2 separate occasions. This is a dealership that makes blunder after blunder and then gaslights the customer into thinking THEY are the issue. When that doesn’t work, they just ignore you and hope you’ll go away. Please buy your BMW from anywhere else but here. It looks like we may have to contact the Attorney General of NY to even get someone to follow up with us regarding the shoddy paint work to our vehicle.

Imagine our predicament. We live in a small community in the foothills of the Adirondack Mountains in upstate New York. Our neighbor and his wife purchase low-mileage vehicles from dealers throughout the Northeast, then diligently repair them until they are roadworthy once again and ready for purchase by local folks. My wife, another neighbor and I often bring the vehicles home. Monday afternoon we were driving north on the Thruway with a Ford F-150 we had just obtained from a dealer in Wayne, NJ when we noticed the left front tire losing air. We pulled over, discovered that the spare had no air in it, prayed, and decided to try to make it to the next exit. We proceeded slowly for miles in the breakdown lane and made it to the Harriman exit at last. Spotting a Walmart sign, we made for it. It was too far. The tire split just as we pulled into Orange County BMW's parking lot. What a "kettle of fish". Surrounded by so many shiny, premium new autos, the sad F-150 was so out of place! We shuffled disconsolently into the office and a young man jumped up to greet us. "What can we help you with?" he asked. "We are looking for a Good Samaritan," I replied. "Let's see what we can do," he responded." His name was Michael Pussilano and he indicated that he was "on loan" for three days to Orange County BMW from his own Mercedes dealership. He walked out into the cold to survey the damage, then assured us they would take charge. He then invited us to make ourselves comfortable in their waiting room. Their waiting room was warm (so welcome after spending time outside in the bitter wind!), spotless, well-lit, and featured an interesting array of magazines, classic models, accessories, and clothing. They worked on the old Ford for over an hour. Presently, Michael returned with a tire wrench in one hand and the spent cable lock from the Ford's tire carriage. He apologized because they had had to cut the cable (a necessity with ANY truck subjected to over 30 minutes of New York State's overly-salted winter highways!) and cautioned us to tighten the lug nuts on the freshly-installed spare tire after a few miles, for safety's sake. I reached for my credit card and received the shock of my life. What did we owe? "Nothing," Michael stated, "this was a complimentary service". We had found our "Good Samarian". What more could I say? None of us will ever forget the kind, thoughtful, efficient service that we found at Orange County BMW. Thank you, Orange County, for so kindly getting us back on our way. And thank you, Michael Pussilano, and everyone who laid a hand or wrench on that old Ford, for reviving our trust in humanity. Very sincerely, Brian Smith

My BMW is certified pre-owned and it needed to be serviced. I brought it to the dealership and was treated with the upmost respect and the employees were so friendly. This BMW dealership worked with me and took into consideration my plans for the day. They reassured me that they would do their best to get my car back to me in a reasonable amount of time. Usually getting your car serviced can be a headache in itself and time consuming. At this BMW dealership that is not the case. They even offered to have one of their workers drive me to the Woodbury Commons Outlet. (Which is located not even a half mile away from the facilities) Overall a wonderful atmosphere to be in and I will not bring my car anyway else to be serviced. A+ grade in my book!