BMW of Loveland

Trading in and purchasing a new Mini Countryman Cooperworks was easy and a great experience. Stan was exceptionally nice, but everyone was! I'll be back!

This company is an embarrassment to the quality & reputation of BMW vehicles. I've owned BMW's since I was a young lad, starting with a 1997 528i years ago, later into X5's and even dabbling in a 328i convertible for my wife at one point. I know the cars are expensive, I know they aren't cheap to repair, I know they depreciate aggressively and I know they have quirks. That said, I've always believed they are the "Ultimate Driving Machine." Now... their dealerships are truly the worst I've ever experienced. Working through warranty issues with BMW of Denver I spent a year with engine noise and they ultimately ended up damaging my engine and extending the warranty as an apology. I chocked this up to a "one off" dealership experience and perhaps the others were better. My wife located a delightful 21' BMW X5 at Loveland and spoke with Givi, a very nice young man. He was incredibly helpful, sent us a video of the vehicle and answered all questions. This past Friday I was returning from Utah and my wife wanted to look at this vehicle ASAP. Givi shared that we could set a time for this past Saturday and the first time we were given availabe was 11AM. We were told "the keys" would be taken until we arrived and that they needed to wash the car prior to our arrival. (Nice gesture.) I spoke with my wife and shared that she was welcome to go Friday or we could get there when they open if that was preferable. She reached out to make this offer, but 11AM was the soonest it would be cleaned. My wife messaged when we departed around 9AM and please see text messages attached showing that we were told this was a non issue that we were running about 15 min behind. We arrived as noted around 11:07AM. Givi shared that there was a problem and someone was "getting numbers" on the car right now. We saw the car, Givi had done an excellent job cleaning it and personally tidied up the inside. We asked if we could drive it and were told we could not as "it may be sold." Givi was working hard to try and solve the issue, but it was clear his management was not helpful. After waiting around for someone else to buy the car, Chad Stackhouse, "Sales Manager." took the 5 minutes, "grudgingly" to speak with us. He gave a half hearted apology and offered to give us a gas card!? I'm trying to buy a BMW and you think I need a gas card!? We had an arrangement, spoke numerous time and were happy to arrive sooner, but you failed to have policies or integrity. To add insult to injury, the person purchasing it had walked in, seen it and didn't even drive it. Well done. This is the most insulting breakdown of customer service I've experienced in a long time. For a high end vehicle manufacturer you "hope" to get the same quality of service you could get from the used car dealer off of Colfax, but apparently that is too much to ask. Shame on you BMW of Loveland for tarnishing the BMW name through your gross ineptitude. In the same breath, thank you for giving me a perfect sales|customer service failure tale to tell as I cross the country training sales & CS teams. I will never buy a BMW again and that breaks my heart.

The WORSE customer service PERIOD! We drove over 2 hours to see a vehicle and confirmed with Kaehler the day of that the car was still available. We showed up for our 2:00pm appointment and he said the car was sold the previous day after letting us wait in lobby for 20 minutes. I don't recommend this place to anyone!