Absolutely one of the most disappointing dealership experiences I've ever had. I came to Aurora BMW ready to buy a vehicle and went on a test drive with my salesperson. While we were still on the test drive, another salesperson sold the exact same vehicle. Whether or not that's allowed by dealership policy, the least they could have done was immediately notify my salesperson or me. Instead, nobody said a word until we returned, wasting my time and showing complete disrespect for a serious customer. When I asked to speak with management, I expected accountability and a sincere apology. Instead, Vincent Su (Used Vehicle Sales Manager) handled the situation in a dismissive and unprofessional manner, making an already frustrating experience even worse. As part of the dealership's leadership, Cecilia Fernandes (New Car Sales Manager) also shares responsibility for ensuring proper customer service and communication standards, yet those standards were clearly absent. This wasn't just about losing a car. It exposed poor management, poor communication, and a complete lack of respect for customers. My trust in this dealership was completely destroyed. Based on my experience, I cannot recommend Aurora BMW to anyone. If you're looking for a dealership that values honesty, professionalism, and respect for its customers, I strongly suggest taking your business elsewhere. read more

This is the worst BMW Dealership I have ever experienced. Not only is the attitude of the sales bad, the service quality is also terribly disappointing. I bought a Demo BMW X5 here, and after a couple of months, the shifter trim broke. And followed by it, the parking break lever also detached from the Center console. We went back for a warranty claim, and the staff who worked there claimed we cleaned the car too often, resulting in the damage. After a year the car was purchased, the crack engine light turned on, turns out the automatic vents at the front of the car was broken. We went back to claim the warranty, however when the warrant was approved, we had to wait basically 2 months to get the car fixed. 2 months is an incredibly long wait period to get a car repaired for such a small issue. However, because of the lack of loner cars they have at this dealership, or some management issue in the service department, I had to wait very very long. When I revives the loaner car, it was incredibly dirty, and poorly maintained. However my sales person called me in an incredibly disrespectful attitude saying he received complaints that the loaner car was dirty, which I find genuinely hilarious, as the loaner car was dirty the way I received it. Around the same time period, the exterior front grille started to peel paint, and the interior window switch trim started to bubble and peel off. We went back for a warranty claim, and the sales came to us and said to us this problem is not covered by warranty at all, no matter which BMW dealership you go to, you will not be able to claim it. (As sales, it is not your decision to tell me if or if not a warrant can be claimed...) However, I went to BMW Markham to claim the warranty, and in 2 business days, the exterior grilled and window switch trim was approved, and could be replaced. This was genuinely the worst experience I had purchasing a car, especially from a BMW dealership. read more

I had a great experience with the purchase of my first BMW. I went from an F150 to a BMW convertible, quite a change. Phil was excellent! He explained the pros/cons with a convertible. Very knowledgeable with the car and never pushy. He followed up very quickly with any updates on the purchase and completely transparent with all details. I'll definitely be a return customer. Alice was also amazing through the financing part. She really explained all my options. Thanks again, PC read more

3.5 years of ownership on my current car, lifelong owner of BMW. From the original sale to the subsequent service, I had yet to have a single positive experience. When I finally had enough, calls and emails to management went unanswered. Buying, leasing or service: go anywhere else. read more

DO NOT DEAL WITH THEM! WARNING: The idiocy of this dealership will astound you. Do not even waste your time reading this and just find any other dealership to work with. Salesman I went through: JERRY (will keep last names off, for privacy reasons) - Absolutely useless. Management: Jeff + Leo General Manager: Roger I have been a loyal BMW customer for as long as I could drive, about 10 years now. I had found a vehicle at this location that I wanted. With my current lease maturing on April 11, I had a couple of weeks to play with. After some negotiation, I locked down the details and they sold me the car. I signed the day I was there. We agreed on everything, and I had the general manager sign off. I locked in a 2.99% finance rate over 5 years. Flash forward 2 weeks later, the day the car was supposed to be delivered (insurance, ownership, credit check, etc. had all been long completed. The deal was done), I have to message Jerry (my salesman) to find out where the vehicle was. He responds hours later, saying the vehicle still needed to be cleaned and would be delivered the next day. The following day, I again am stuck trying to call and message Jerry. A few hours later once again, and he responds with "Your vehicle will not be delivered today. A manager will be in touch". I then receive a call around 7pm from Jeff, the sales manager. Jeff informs me that the rate they sold me the vehicle at can't be honoured. Apparently my only alternative was to now accept a rate of 6.99%. Of course, I had to laugh. A signed deal, done and done, and here they are spitting in my face the day the vehicle was supposed to be delivered, and the same day my current leased vehicle was due back at their dealership. They had promised to pick it up and swap it out. I demanded to speak to the owner, who was apparently unavailable, but instead was offered to speak to the next level down - Roger, the General Sales Manager. Roger asked me "You like the car, right? You like the price, right? You life the features, right?" To which of course I responded with a resounding "Yes, of course. Hence why I was buying it..." He said "How about this. We could do a 7 year finance at 6.99% and that would bring it to the same monthly price." Wow. I honestly laughed at him. He was prepared for me, the client, to swallow what would amount to just shy of $10k, yet don't worry... the monthly price is the same. Oh, and as a bonus, they offered to throw me $1,000 off. So I would only have to have paid an additional $9,000 over the course of the finance. Finally, after some time of thinking and trying to work with BMW Canada, I receive an email saying there was a promotion this coming weekend. The rate would be less than 2.99%. In fact, I am being told it would be a rate of 1.24% with my loyalty. When I asked Roger if that would be applied to my deal, he replied with "Unfortunately BMW already knows you purchased the vehicle so we can't change the deal." Wait, what? Oh yes, apparently they have no problems changing the deal at the literal last second if it's in their favour, but not to accommodate you. I cancelled the deal and am moving on. Do not give them your business, and if you ever have Jerry, Jeff, Leo or Roger dealing with you... I feel very, very sorry for you. read more

Excellent dealership! Very happy with the service and professionalism of the staff! No pressure! No haggle! Good selection and very fair procing! read more

Bought an x6m from here. Wonderful vehicle, great experience. Came back 2 months later to install a font plate bracket had no appointment booked, and they took me in, installed it and didn't even end up charging me. Appreciate the amazing customer service from the team!! read more

If there was a lower rating I could give them, I would. There has been nothing but problem after problem at this dealership and management takes zero responsibility. The service manager (Kim) is rude, interrupts, laughs and scoffs when you're speaking and basically tries to ignore problems. I wouldn't deal with this dealership if they offered me a car for free. I live in close proximity and I drive almost an hour away to another dealership for my service. I've had much better service at a Chrysler dealership than I've ever had here. What a shame to the bmw name read more

Purchased a Pre owned vehicle with the CPO BMW warranty from this dealership .Before they take the deposit from me they promised me they will recondition this vehicle and at the time of the delivery they didn't honour what they promised. contacted the GM 6 months ago , She didn't even respond back to my email or my calls for the past 6 months Tried to contact her again and still no respond !!!! read more

Hi bought my first BMW at Newmarket BMW. A 2012 320i. I purchased it new and all went right while still under the warranty. After the warranty expired, everything went wrong. These guys are nothing but a bunch of crooks. After bringing the car in for a part replacement that was under extended warranty, "Steering Bracket", they kept on pressuring me to "fix issues" there were not there. They used 'scaring techniques' to pressure me into do diagnosis on the car claiming the motor was overheating due to a faulty thermostat that needed replacement and kept the engine light on; (keep in mind that I had never had this engine light on prior to this) furthermore, they claimed the battery needed to be replaced. I declined, brought the car to my mechanic and within seconds he discovered the sensor was disconnected from the thermostat. So, I believe they disconnected it. But even if if they did not disconnect it....could they not see that this was the problem? They charged me for an initial diagnosis that they should not have and threaten to retain the car if I did not pay. I wrote a letter to BMW Canada, and pretty much they dismissed the whole thing. Anyway, this was my worst experience with customer service. I'll definitely not be buying any more cars from them, and if you do....be ware.... read more

AurauSh at BMW Newmarket was a great salesman. Leo dealt with an issue we had in a fair manner.

This dealership tries to blame Serpa for their own mistakes. Lies and says they'll fix an issue and pay you back for fees they made up & then disappear. The worst dealership & customer service I have ever had BY FAR. read more

Took my car here for the airbag recall and it was returned to me in absolutely horrendous shape. Vent broken, airbag panel sticking out half inch, center trim all clips broken. God knows what else. pics: https://i.imgur.com/Ukk0ozC.jpg https://i.imgur.com/afrkBbg.jpg I had to chase for a week to get someone to get back to me and they refuse they did anything wrong and say there was damage from before. I am absolutely disgusted by my experience with this dealership, and the fact that they would have the audacity to return the car in that state. Avoid at all costs. read more

Great dealership, great staff, great environment. Love the service and the vehicles and hospitality they bring. Recommend everyone here.

Horrible customer service. I have had my vehicle at the dealership with the same problem for the past six months. Three times the dealership has said they fixed the problem, only to encounter the same problem again. When I complained to the general manager this week, she told the service manager not bring me in until the problem was completely fixed. However, that's EXACTLY what he did the very next day. He was rushing to solve the problem without actually doing anything. He repeatedly said the car is fixed. When I arrived at the dealership I wanted to road test the vehicle before I picked it up. He told me the service advisor in a very rude way not release the vehicle until I paid my bill - which I did. When I took the vehicle for a test drive the exact same problem was there, and other problems had come up too. The brake fuel light was on, there were lots of noises coming from the front of the car - possibly suspension - and the cover for the center console cover was making noise when I opened and closed it. The service manager John Kim repeatedly pushed me to pick up the car, even with the brake light on which I believe is a safety issue. Not to mention the existing problem had not been fixed! When I refused to pick the vehicle up he told me "you cannot come back to the dealership and I am the one that will make it happen." He was so rude and unprofessional and went to his office, and he told two other guys to escort me out of the showroom. What type of customer service is this? read more

Our company has purchased 8 cars from Serpa in the last few years, 2 of them for myself and my wife and I can say I have been treated fairly and professionally in all instances. We have always gotten the best price on our purchases from management. Serpa has always gone over and above in terms of service and professionalism. They even went as far as to switch over my snow tires and rims to a courtesy car that was equipped with summer tires last Christmas so I would be safe to transport my family on our long drive to northern Ontario in the snow and ice while mine was disabled by a breakdown. I have always been greeted with a smile from sales, service and management. I have always had a shuttle drive home or courtesy car when needed and repairs were always completed as described. I have been in to dealers all across Canada and the US and I still like SERPA THE BEST! read more

Absolutely disgusting. DO NOT GO TO SERPA. I had my top of the line 2011 X5 towed here and was told I needed $3500 worth of work done. After completing the work, I was told my engine was still broken and that, in fact, it needed to be COMPLETELY REPLACED - for $26,500!! More than the value of the entire car! So the initial repairs were useless, but they still refused to take responsibility or refund my money. I was treated like garbage the entire time and never once was I offered a loaner car. (When I did show up to discuss the situation, I saw multiple loaner vehicles parked outside...nice). They threatened to impound my car until I paid them for the initial *useless* repairs. I finally relented and took my car to another non-dealership shop. They identified that BMW had made a huge critical mistake in their work and that it was their fault my engine was so broken. My car is now fixed, and it only cost me and additional $2500. I'm outraged and sickened. Don't ever take your car to Serpa - they are crooks of the highest order. Better yet, don't buy a BMW. They're total cheap. Don't believe me? Google it. read more

In my 40 plus years of purchasing vehicles in Canada and the U.S., Serpa has distinguished themselves as delivering the worst experience of any dealership I've ever encountered. Their service is characterized by being incomplete, rude and a complete waste of my time. Work that was signed off as complete was poorly done, causing me ultimately to travel 45 minuted to Town & Country to correct mistakes. I would strongly recommend servicing your BMW ANYWHERE BUT Serpa. read more

This dealership had an 2009 Audi S5 for sale that I was interested in. This was an AS-IS sale, which is understandable considering the car is used. However, this dealership, especially car salesman Benny, neglected to point out a lot of the faults on the car and simply put, was trying to sell me a lemon. Nowhere on the ad for this car did it describe any issues that the vehicle may have. It was listed as a car that was in great condition and could be driven off then lot. Hypothetically speaking, this is true, however at what cost? I asked if my mechanic could take a look at the car and they told me yes, however they advised me that they would not be able to drive the car to my mechanics shop. I then asked if my mechanic could come to the dealership and be able to use the hoist at their location, to which I was denied. I test drove the car and the first thing I noticed is that the breaks are completely shot. Terrible vibrations when you apply them. There is an issue with the automatic window control as well and lastly, the key fob does not work to lock/unlock the car and the push to start button also does not work. Those are things I noticed before even hoisting the car up and they're things that I'm sure the dealership was aware of prior to posting the car up for sale. I finally convinced them to allow me to use the hoist (though my mechanic wasn't there) and the first thing I saw when it was hoisted, was that there was a severe leak by the transmission, which was either oil or transmission fluid. Who knows what caused the issue. The bottom of the transmission was completely soaked in oil. Once again, I'm sure the dealership was aware of this issue as well, but they played it off as if it was the first time they had seen it. Very dishonest, and they were simply trying to make a sale. The car was in good condition with respect to the body, and drove pretty well and someone less knowledgeable and less persistent than myself could have been easily tricked into buying this vehicle and blowing $20,000, only to find out that the vehicle has many issues you otherwise would not have known about. Terrible experience at this dealership and to anyone looking to buy this 2009 Audi S5, make sure you do your due diligence! God knows what my mechanic could have found on the under body had he been there. read more