Customer Testimonials
See what some of our happy customers are saying!
Patrick is one of the kindest service personnel I’ve ever met. He was a huge support.
I’ve had a very disappointing experience with BMW of Rochester regarding a persistent sunroof leak that has never been properly resolved.
Shortly after purchasing my vehicle, I had a sunroof chip repaired and was referred to Safelite. From that point on, I dealt with repeated water leaks and went back and forth between Safelite and BMW for over a year. Despite multiple visits, the issue was never correctly diagnosed or permanently fixed, even after being told multiple times that it was resolved.
Eventually, I was told the sunroof seals were the issue and had them replaced more than once, ... Read More DealerRater - May 9, 2026
The lease process was easy and efficient. Two visits, one to spec and order the vehicle and one to pick it up. Cameron did an excellent job explaining the options and programming them.
Outstanding customer service with extremely attentive individuals in both service and sales. Would highly recommend for someone looking to purchase a BMW
Easiest car purchase experience I've ever had. No pressure. Everyone was courteous and professional.
Professional, polite, and knowledgeable with effective listening. Attentive to our needs and requirements! Mike effectively prepared for our test drive and purchasing experience. He ensured we were aware of all the features for each model considered. Then, once we made the commitment to purchase his thorough preparation and explanation was outstanding.
He then brought Audrey to us who provided a straightforward purchase closing process. She was well prepared, knowledgeable, polite and friendly. She walked us through this action, stopping and providing explanations when needed.
Audrey was outstanding with her personal vehicle features and configuration set up process for my wife ... Read More DealerRater - Mar 1, 2026
The West Herr BMW dealer in Rochester, NY has been very responsive, reliable, and efficient in addressing any issues or concerns I have had with my 2014 328xi. Andy Hoban most recently has been very helpful in keeping my car running well once again.
Great service at BMW of Rochester. Prompt, professional, and the lounge is a comfortable place to get some work done while you wait. Ask for Andrew—he will take good care of you!
Sales people are tremendous! As a third time customer, I should know! Bought an Audi A 4, then years later, an X1, then 8 years later another redesigned X 1. Bob Thompson and team are beautiful!
Everyone is very professional and pay close attention to your needs. Don’t trust anyone else with my vehicle. Facility is spotless.
Glen in service helped me last week. Since has to be short… amazing!! Service dept is main reason we own 2 bmw’s. Thx Glen
Friendly, kind, pleasant, organized, went out of their way and went above and beyond my expectations.
This service was for a recall. My only complaint was my engine compartment had oil marks on places from the mechanic that should have been cleaned.
Shout out for glen he has always been accommodating helpful. He makes my experience bringing in my car for questions or request very easy thank you.
You brace yourself going into a car dealer. Prepare mentally for the oncoming “pushy salesmen.” And then… they don’t come. Instead, you get friendly people who don’t try to “push” anything on you. They’re helpful. They listen. They’re accommodating. That was my experience with Brandon Panzetta with BMW of Rochester. I started looking back in October of 2024 and just picked up my 2026 X7 M60I he was patient! With this being my first BMW Adam Marsh spent 2 hours with me going over my new vehicle before leaving... Both Brandon and Adam have reach out to see ... Read More DealerRater - Jul 19, 2025
Unexpected zero power/drivetrain malfunction. Got it diagnosed pretty quickly considering the holiday weekend. Back on the road within a week, after waiting a couple days for parts: failed fuel pump and/or bad control module. Communication was great. Pricing was fair for a dealership. Would recommend!
Extremely helpful, professional, and attentive—made my BMW purchase smooth and enjoyable from start to finish!
Glen the service advisor was courteous and helpful. The work was done exactly as expected.
When you make an investment in any automobile, you want the confident of knowing you’re working with high caliber, knowledgeable and thoughtful people. The team at West Herr always exceed expectations!
Very good service and friendly and helpful to all the customers. They keep you informed about your service.
Excellent and timely service and knowledgeable service reps. The facility is clean and up to date. I recommend them for service
Both Andy and Doug Martin were very professional, courteous, and respectful in advising what is needed to be done.
Great service. Good products. All staff were helpful and pleasant for potential purchase. Thank you all.
This was my 1st experience with the dealership. I found an effective polite and on-time service execution.
Brianna was very helpful and courteous as was all the people I came in touch with. Service as always very good.
Service is excellent top of the line keep up the good work.. Nicholas thank you.
Dealership was very clean and well kept. The staff was all pleasant and willing to help the best they could. Didn’t feel rushed or anything throughout the whole process.
Andrew made the buying experience at BMW of Rochester very easy. He greeted me at the door when I arrived for my test drive appointment, and took me to meet the general manager.
We then sat down and started to discuss the details of what I was looking for. He was very knowledgeable about the X3 because he owns one himself. That made it quite easy for our discussion. The car I was exactly interested in looking at and driving was not delivered to the dealership yet, so we went for a ride in a comparable vehicle. He allowed me ... Read More DealerRater - Apr 11, 2025
My second time to visit for service . Last August I tried the virtual appointment, did not go well. Went to direct dealership service asking for oil change, brake fluid flush and check antifreeze burnt smell. I knew I would pay for oil service and brake fluid job,
Appointment 3-10-25 - received loaner, thank you.
Picked up car -New radiator tank, thank you. .
Oil change and brake flush not done as requested. Service advisor deleted as car did meet BMW milage guides. Not ok, MY car, I determine service.
Car back to dealer, waiting for services requested, I paid for ... Read More DealerRater - Mar 25, 2025
Clean and plentiful coffee. Friendly from the time I walk-in. Glad I wasn’t made to think I needed something other than oil change. Senior on fixed income.
Easily scheduled an appointment for service, and the service was performed very well. The technician provided a video, and the Service Advisor provided recommendations for follow up service. Very professionally done.
Greated me upon arrival. Did service in an acceptable amount of time. Washed car but did not clean floor mats inside the car. I had a few tech questions so they arranged for me to speak to Audrey, a genius, without any wait. She was extremely nice and helpful.
BMW of Rochester has top notch service. Tires and brakes were installed in a timely manner. Jeff was very courteous and took the time to explain all the work that was done on my vehicle.
Very professional service with excellent communication. My vehicle was returned to me clean and repaired better than expected.
All work was completed in a timely fashion. Was extremely surprised when the total cost came in 180.00 dollars below the estimate. It is very nice to deal with honest people, and get quality work.
Dealership not too friendly told me I am put on do not loan me a car or rent a car why why I don’t know No one never told me until I asked the question. I am not happy with BMW Rochester.
Phil Micheljohn is awesome - always polite and accommodating- and a true professional - He and the Dealership West Herr BMW of Rochester are the best.
Nick is the service person I always ask for because he is very patient with my explanations of the vehicle’s problems He is professional and understanding. All his actions to assist me are truly appreciated. I would recommend he anytime. Thanks!
Patrick in service was great. Very efficient and courteous. Knowledgeable of product. I will be back.
Another great experience at BMW of Rochester - West Herr. My appointment for an oil change and cabin air filter was scheduled for 1pm. I checked in, grabbed a complimentary coffee and before I could finish an article in one of the many magazines I was met by a service tech with my key. Thanks Rochester BMW for taking care of my SUV!
I am extremely disappointed with the service at BMW of Rochester. I drove 2 hours for a scheduled appointment specifically to address a tie rod issue, which I clearly mentioned over the phone when booking. Upon arrival, they informed me that they had ‘missed’ adding the tie rod to their list and hadn’t ordered the part, making it impossible to complete the service that day. Their solution was for me to leave my car with them. This level of incompetence and lack of preparation is completely unacceptable. I expected professionalism from a BMW service center, but this experience was far ... Read More DealerRater - Oct 15, 2024
First class experience all the way through! Robert Thompson and Mason Smith made purchasing my new car easy and pleasant. Thank you for the seamless transition into my new 2025 X3. Highly recommend to anyone!
Mike is very knowledgeable about the BMW products. Very professional and found a company discount for me. Will order a M8 from him soon. Love my X5M60i.
Every aspect of buying my BMW X5 was exceptionally great. Bob offered an excellent deal and took the time to make sure all went well going forward with the sale. He arranged to deliver the car to our house. And Derrick delivered the car and took the time to explain all aspects of the car. The whole experience was great
All were. Wry good and knowledgeable. The sales person was very friiendly. and answer red my questions we’ll.
Everyone from Shauna to Mike to Derek to Joe and GM Bobby were AMAZING. They were all helpful, friendly, accommodating and professional! Out of 10 - for the best, I’d give each one a 12+!!! I would recommend BMW of Rochester to everyone! Thank you one and all!
Car went in for service at specified time. Serviced completed in a timely fashion. Service advisor (Nick) was very professional.
Alex was great and the whole team at BMW was very helpful. The i5 is a great car. Far exceeding my expectations
I am not a resident of Rochester area,, but I like the service this dealership provides & I ask able to schedule a time for my car when Ian in the area.
The online Scheduling has greatly improved so getting in is much better than it was
I had a tire replaced but the only issue is they didn't check the tire pressure on all tires to make sure it was correct according to tire standards of my BMW X3.
Very courteous and professional. I went from lease to ownership unfortunately, it took an extreme amount of time. Also dropped the car off for service, they gave me a very clean loaner. Usually, when they give me the car back, it’s cleaner than when I dropped it off, but that wasn’t the case this time. what I recommend them definitely!
Alex & Derek was amazing the whole staff was amazing and welcoming we had a experience
Always a pleasure doing business with West Herr. Dave Wells is an extremely knowledgeable sales rep. We are Florida residence, and he navigated all the Florida issues of title and registration.
This dealership has very friendly, knowledgeable and courteous staff. Service is completed accurately and in a timely manner.
Kyle was helpful with my many questions about a continued service plan. I appreciate the waiting room and free coffee.
Excellent customer service will return again. Everything went very well on my car. Thank you
Easily taken care of, very well communication, and has been very reliable and trustworthy on everything wrong with my vehicle
I have gotten 4 vehicles from BMW of Rochester over the years, the latest a couple days ago, and my experience with the dealership and service center has never been anything but excellent. From test driving, to sale, to maintenance, every staff member involved is professional, friendly, and helpful. The sales staff is skilled at matching customers to vehicles and tracking down vehicles meeting customer requirements if they do not immediately have the perfect vehicle in inventory. They do a great job with teaching customers to use the features of their new vehicle and are "on-call" if a customer ... Read More DealerRater - Feb 23, 2024
Always focused on the needs and wishes of me, the customer. This applies to the whole experience from sales to service
Dropping off my car was quick and easy. Everyone was very helpful and kind. Picking up my car was also east.
My only complaint is I had an appointment for 9:30 and my car didn't enter the garage until 11:15. Everyone was professional and friendly. The waiting room was clean and comfortable.
Get service. Solved the problem in one visit. Jeff was very informative and prompt. Thanks for the great service.
Jeff P was very helpful in checking in for service, responding to my questions and helped with a speedy checkout. He is very professional.
Great experience and good stood , helpful with right recommendation Timely service and support staff Good experience
Everyone was friendly, knowledgeable and professional. I would definitely refer your dealership to everyone looking for a vehicle. Special thanks to Colin Chambers-Sciolibo and Robert Thompson as they made this a very enjoyable purchase. Will definitely refer my friends to them.
The whole process was stress free and smooth. Very professional environment Happy to meet with the team
Always great and prompt service with high quality workmanship. Very professional and very knowledgeable about the intricate workings of my car.
Great very organized fast and more service than I expected . Car runs great and will look forward to returning if I have issues
I haven't had any really bad experience at this dealership, but Brianna is amazing she takes the time to listen and always do her best to make sure my experience was a great one.
They are very professional. Everyone was courteous and helpful . Todd met me at parking lot and was with me the entire time until I drove off in a new car. It was the best car buying experience ever
Very professional courteous the dealership took care of me very well. They orientated me on the vehicle and followed up afterwords I would purchase a new vehicle again from this dealership Bmw Of Rochester..
All went well! Everyone courteous and professional! Charge card machine wasn’t working but they were trying to get it up! It would have been nice to have a lucky day! All work free that day!!
Called for an appointment to have an oil change and inspection, they got me in the very next day! 1.5 hrs for my service, could not be any happier than that.
I was promptly met in the drive in bay and directed to Brianna for check in. She listened to our concerns regarding issues we were having and noted them for us. Everyone was very courteous and helpful in the service department and before we left, the computer tech offered suggestions to resolve our problems.
Check in smooth and easy. Repair done on time. Shuttle service excellent. Waiting area clean and quiet.
Awesome courteous quick to help my need. Made sure I was well taken care of. Thanks
I’m start to finish my interactions with Bob Thompson and Mason have been excellent. I was able to purchase the vehicle that I wanted. The process was efficient and easy. I will refer anyone that I know who is looking to purchase a vehicle to them.
Service was very fast in and out satisfied with results will recommend there business to everyone
Jeff was great. Since I had to contact my husband every 10 mins. He was very patient with me. It is always a pleasure to have my car serviced at your dealership.
Jeff provided exceptional service when I brought my car in for warranty work and tires.
Only once have I had a problem here. That was whe the tech had an accident with my car in the garage.
Fantastic customer service. They knew what I was looking for and had a car ready for me to test drive that I fell in love with and ended up buying it. They are very experienced.
Service was prompt and well done. My service advisor was very helpful with today's service requirements.
Excellent, professional staff and always an excellent experience. I'll continue to support this dealership going forward.
I had an excellent experience at the dealership today and will definitely continue to feel comfortable bringing my vehicle in for service
Robert Thompson was very courteous, kind, patient and extremely professional. Answered all my questions completely, offered great advice. A wonderful human being and breathe of fresh air to talk with.
From the moment we drove into BMW of Rochester’s parking lot, our sales representative Andrew came out to welcome us with a warm introduction and a pleasant smile. He provided his undivided attention and practiced active listening when assessing our needs. He showed us the vehicle’s features and immediately offered us to take it for a test drive. He was so patient and professional and went above and beyond to work with us. The dealership’s manager, Pat, came out to greet us and to also assess our objectives. After some negotiations we came to agreeable terms; however, ... Read More DealerRater - Feb 17, 2023
entire staff very professional/knowledgeable overall excellent experience Mason Smith and Bob Thompson were a pleasure to deal with
BMW did fast reliable work. Fair pricing, very friendly staff. Would recommend and will be back!
I recently bought a BMW X5 50i from BMW Rochester . Steve and Cameron were great and really helpful . Irrespective of my very busy schedule they worked around it and helped me . The process was really easy and straightforward . I have another car with them and have always been happy with their customer service over the last 5 years .
David the Advisor didn’t seem genuine or having a bad day. When asked about any concerns I had I mentioned that I was having an issue with downloading/ installing new software. He quickly said, we don’t do that here. Then continued on with writing up the order. As a customer, as I stand in a full service BMW dealership asking a question about software FROM BMW, I am confused why they don’t “do that here”. He said to go to a genius. So I did …at the dealer. . . The genius told me to go to service. SERIOUSLY!? ... Read More DealerRater - Jan 18, 2023
The service tech was great got me right in on short notice to address a tire issue just as the weather had turned for the worst so Great job and well done with the customer service
Very easy and smooth buying experience. Staff was helpful and happy. Worth the drive out there. Thank you Conner!
Friendly, helpful, knowledgeable and flexible. Andrew took the time to understand what I was looking for and to explain my options. He showed me several vehicles so I would have an idea of what to expect. He fully explained the ordering process and time frame. On delivery he was able to meet my time requirements and at pickup explained the unique features of the new vehicle.
Jeff one of the service dept. coordinators, is such a good person. He has accommodated me with emergency service and schedules more than once. It was such a relief. He takes time needed to explain repairs and offers options rather than pushing services more than necessary. Communicates timely and reliably. All critical for not dreading to have to have the car serviced. Thank you Jeff.
On my recent visit to the service center I needed an oil change, air and cabin filters, brake fluid flush and a recall update. Because there was so much to be done I requested a loaner vehicle. The service team took care of all of these items and also washed my car in under 2 hours. I elected to pass on the loaner and wait at the dealership while having a beverage on the house. I will be trading in my 2020 X3 in about 12 months and I'm pretty certain I'll be getting another one from West Herr.
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Andy is always great to work with. Service department is efficient. Will use their service department again.
Thorough attention to detail and courteous from start to finish. They made the buying experience hassle free.
