I recently purchased my first, new BMW motorcycle from Adventure BMW; a 2023 F850GSA. After multiple visits with the sales department to settle on the make/model, and a recent 600 mile service inspection, I'm writing this review. While I am content with the end result--a fantastic new bike--the experience involved some challenges that I feel compelled to address for the benefit of both the dealership and potential, future customers. My three star review is based off these issues:
- Poor communication by both sales & service departments.
- Salesman used an outdated incentives & discount sheet. BMF Finance caught the mistake and I was ultimately refunded the money, but it required more of my time coming back into the store to resign all the paperwork.
- Told after the maintenance was performed that my BMW warranty didn't cover the expenses, even though I specifically asked if my signature was simply authorizing the inspection to occur. I asked for clarification and received a joke about signing over the title.
- No mention by any member of the Adventure BMW team of the BMW MOA and the perks, benefits, or discounts for joining. Considering my significant investment in a new Motorrad riding suit, heated winter gear, rain gear, and a navigation system, the savings would have been significant.
If you find yourself dealing with Adventure BMW, my recommendation is to be proactive in advocating for your needs and preferences. Clear and explicit communication is key, as it seems the research burden is on the customer to ensure all aspects are well understood. Some stores pride themselves on customer service, but you'll be lucky to get a proper greeting when you walk inside or finish a complete sentence before being interrupted by the service department. On BMW forums and social media pages I've read about the culture and sense of belonging amongst BMW owners and enthusiasts. In my experience at Adventure BMW that culture does not exist.
While I acknowledge the challenges, it's important to note that, in the end, Adventure BMW did deliver the exact bike I desired. As long as the service department maintains my bike in pristine condition, our transaction can be considered mutually beneficial. I look forward to smoother interactions in the future, hopeful that Adventure BMW will continue to refine its customer service for a more seamless experience. read more
