My first visit to Otto's for service of my BMW turned out great, ended up buying a new Used Vehicle , my decision was based on the the professionalism of all the staff I dealt with, Mike Donald who was my Sales Rep to Dan Valliere the Service Consultant and so many others who looked after me and made me feel I was totally taken care of in my future Journey with Otto's. I certainly will recommend them to my friends, my belief is driving a BMW is happiness.
Very disappointed, angry, and frustrated with their customer service; their finance manager Mulu Bokere is especially bad. We bought a BMW from Otto’s 2 months ago. We added on a warranty and Clearshield. The warranty was around $3000. Because they never called us after more than a week to get our intake information, we called to cancel the warranty. They verbally agreed to give the refund because we were still within the refund period. 2 months goes by, nothing. We emailed them 5 times and left 3 voicemails to get the refund, no replies. Can’t reach anyone.
The guy in charge of their finances is named Mulu Bokere. He is the finance manager - be very wary when dealing with him! After he takes your money, he disappears and never returns any calls or emails. Pretty much does nothing. We did finally reach him and he said he will look into it... and we never heard from him again. Would not recommend buying anything from this dealership at all!! They have terrible service. I’m in amazement that they are still in business.
There’s nothing “luxurious” about this luxury car business. Buyers beware.
I had the pleasure of dealing with Masood Janali at Otto's BMW regarding the leasing of my new 330 i drive. Masood was very knowledgeable and provided excellent service- he was very proactive and not pushy. Thanks Masood for a great experience!
The service team here has always treated me professionally, respectfully and explained everything in detail when my cars were in. The car valet is the most welcoming of ambassadors for a business that I have ever met. The shuttle drivers are efficient and friendly. I am sorry this review may make them look bad as they have been been terrific. My issue comes from total lack of communication this fall, 8 months after I leased my FOURTH car here. I tried to go through my salesperson (with him saying he’d look into it and get back to me) and then again the customer service professional who just forwarded my email back to the salesperson. The customer service person now appears to have left the dealership and there’s no replacement. (?) Perhaps there was hope that if I was ignored, I would forget? That’s disappointing. I should not have to chase you down to answer my questions. My concerns were two-fold and I asked for explanations. It’s interesting that my concerns involve communication about issues and now you’re not even communicating with me about that. Very disappointing, Ottos. I’ve been a loyal client of yours and even attended your special events like the Redblacks event at your temporary location and your Test Drive For Canada event. Regardless of whether a client is on their first car or fourth, I believe you should be returning customer’s communication, and answering their questions regarding their vehicles. I still have just under 3 years to go in this lease and I am dreading every visit to your dealership and in particular, what the return process of the car at lease-end will be like after all this. I know and love my cars and used to enjoy my visits to the showroom and used to recommend you with no hesitation. This has ruined that.
This place is an absolute scam and provides zero customer service. For a luxury car brand I would expect much more than the way we were treated by this dealership. If you want to pay good money for a vehicle and then have to way 10 days to “maybe” take delivery, then shop here! They will for sure hold your money and claim that there is some sort of “due diligence” to be completed but will keep you completely in the dark. They will keep your money, take 2 months to deliver a vehicle, drag their feet at every point in the purchasing process, won’t return your calls, and then continue to say they can deliver your vehicle “tomorrow” but never actually deliver your vehicle.
It was my first time purchasing a vehicle from Otto's and they were wonderful to work with. We recently purchased and I have to say Jose Noguera was very professional and respected my concern regarding the virus outbreak. The car was brought to our home to test drive, driven with gloves, wiped clean, fully detailed and had a canister of disinfectant wipes to use at our discretion while combing through all the options (and I used many). During our inspection and perusal of the car, Jose practiced exceptional social distancing at all times and was able to answer all my questions from a distance.
Upon receiving the car we were able to do all the paperwork from the comforts of our own home. Again Jose and Mo practiced social distancing and used the proper measures to protect myself and my family as well as themselves.
Just bought a 2020 BMW X3, Overall the experience was great and enjoyable. Anik Roy (my sales person) helped me through the process and really understood my needs and highlighted to me the various options that helped me made my decision. Then she managed to find me a car that matched my needs. Otto also gave me a fair value for my trade in. I am very happy with the experience at Otto BMW and highly recommend them to any BMW purchaser in Ottawa.
Sorry but I'll try to make this quick.
Last summer I went to Otto's for the second time because I found a small rust spot on my car. Thinking it was still under warranty they would fix it no problem. Not the case. I was 4 days past my warranty and got told that they would not fix it. I was so mad. Asked to speak with the shop manager and he told me that the best he could do was to fix it at cost which is still substantial with a BMW. I will never go back. I will never buy another BMW from them. On top of that I went once for my free oil change (during my warranty) and it took 4hrs. Yes they have nice coffee and capachino s. But I don't want nice coffee. I want my oil change in 1 hr or less. Especially when you have a appointment. So many other negatives I could say about this place. Never will I purchase a vehicle from them again.*** They treat you like royalty when you buy a car. But be aware if you go back you are trash***
Purchased an 2019 X4 M40i. From the first phone call, all the way to delivery, the experience was good. These guys are busy but take the time to ensure their customers are taken care of. Appreciate them finding the vehicle I wanted and taking the time to walk me through my first BMW. Will be back !
1. When you sign the agreement for a lease everything at BMW Otto is milk and honey - Oh, mister customer this was a very good decision on your part to purchase a BMW...really?
2. When you bring the vehicle in for annual inspection/maintenance the service is poorly done and you have to return for a second time and nobody assume the responsibility of performing a bad service the first time. Or, the next appointment for service scheduled at 10:00 AM for a simple oil change/filters is delayed by 7 hours, so by 5:00 PM I can have the vehicle back. But wait! You don't know how many times I called for an update or status and NOBODY returned my calls. And that is a fact.
3. Last but but not least I have requested recently the change of my monthly payment dates by one week later for the lease of my vehicle, but guess what? No flexibility at all. That is really ultimate customer experience?
To conclude there's no really customer care at this dealership, therefore I already decided that once the leasing agreement is finished in February 2022, then I'll return the vehicle to them without buying another one. This way I will just do myself a huge favor. And peace of mind. Clearly.
Bought a used car from Otto's. I was apprehensive going in but they were super nice. We dealt with Tyler and he was awesome. Given my car cost as much as a set of wheels for a higher end BMW, they didn't care and treated me the same. Will definitely keep them in mind when it's time to replace the main car.
No institution has wasted more of my time than Otto's BMW since 2011. They just don't care at all once they have your money. They don't even try.
They're lucky their customers have more money than brains.
You spend so much money, they don't even include a full tank of gas. Customer service is an absolute ZERO.
Exclusively Elite BMW now.
Otto's BMW - Never again.
I cannot speak for others but my experience with Otto's has been outstanding. This is my third BMW but the very first time that I bought from Otto's. From the moment my family and I walked through their door, they far surpassed what I had experienced elsewhere. Eric Bergstrom was a phenomenal sales representative and offered a very good deal for the vehicle based on my previous research. I had no idea that Otto's was the very first BMW dealer in Canada - they really do treat the customer with the utmost respect and care. As far as I am concerned, they have won me over as a life-long customer - I just wish that I had gone there sooner.
Had A great experience yesterday. The service team was awesome. Thank you Otto’s BMW for making every experience so special
I do not recommend Otto's BMW because they do not honor the BMW warranty. I recently brought in my vehicle for it's second warranty service and was charge for the oil change, my filters were not changed according to service requirements and there was a cost for looking into an issue that still plagues my vehicle. Strictly a cash grab the service clerk and otto's.
Thank you for your response. Could you please provide me with a copy of the warranty details that address this issue, I am concerned about future servicing that will cost me, it would be greatly appreciate, thank you.
Chris from BMW Otto was a great help after receiving less than favourable experience at BMW Laval. Everything from the shuttle drop off at the office, complimentary coffee, 2020 loaner car and a 20 point inspection that uncovered additional repairs I was thrilled with my overall experience. Highly recommend working with Chris if you can, he was great.
Five star customer service! We purchased a used F30. The car is in top shape, and everyone I dealt with was very professional, helpful and straight forward. Our salesman, Hassan done an exceptional job, he is always available and he- and the whole team- made the buying process the best I’ve experienced in the past few years. Thank you for everyone at Otto’s and keep up the great work!
New location is beautiful and comfortable while waiting for service. Staff is showing above and beyond customer care, and I appreciated the honesty of the service advisor. Glad I made the switch to Otto's for my car servicing and future purchases.
The exemplary service that we received today is just one more reason why we keep returning to this dealership. Mo, Felipe, and Kris (along with the rest of the team) worked together to ensure that we got winter tires in a timely manner and at a decent cost. I truly appreciate the incredible customer service that we consistently receive.
I'm absolutely astonished they have a 4 star rating. I could write a book on the level incompetence exhibited by these unprofessional clowns. I would get into detail but they are not worth my time. There are many other smaller independent dealers that work on BMW's. I highly advise you seek them out. You will save a significant amount of money and grief.
Lots of nice toys there ..great service too
Dory at Service is the best to deal with. I have dealt with many problems at Otto’s in the past but, Dory has solved all of our service issues. He is very honest and is great to deal with. If you need Service at Otto’s go to Dory you will not be disappointed, he is very helpful.
I leased a 328i from Otto' S & from the 1st year had a problem with my trunk latch in cold weather. The trunk would not latch in the cold making my trunk unuseable. In addition the dash would ring non stop that the trunk was open for days. Very annoying! I brought the car in numerous times, every year complaining about it with no satisfactory outcome. They denied that there was a problem, said it needed lubrication, said they found a twist the in the latch...story after story and still nothing changed and I couldn't use my trunk. Once I bought the car after lease I was told the latch and sensor were defective and because the warranty finished it would cost me over $300 to fix. Such B.S.! I took the issue to BMW Canada who said too bad, past warranty! Hello....I complained about the problem from year one! My next car will NOT be a BMW!!! Audi seems to have more respect and customer appreciation. I recommend buying an Audi!
Service is excellent... shuttle service is excellent with a professional and courteous driver. The only reason why I didnt rate a 5 star was the delay of call back from the service Centre. Understandably that this is a busy place but I didn't appreciate that I had to call back 3 times. Beyond this delay the service all around was excellent. Thank you!
Got my X4 from there. Overall excellent sales practice and service. Best description is courteous and professional. Their "newly-"renovated location is quite beautiful and clearly they invested in it. The only issue was that their loaner fleet is meager and they can quickly refer you to car rental (at your own expense) if your car is in service for some time. It is a joy to ride a new BMW car and it is the most fun car I drove.
Got my X4 from there. Overall excellent sales practice and service. Best description is courteous and professional. Their "newly-"renovated location is quite beautiful and clearly they invested in it. The only issue was that their loaner fleet is meager and they can quickly refer you to car rental (at your own expense) if your car is in service for some time. It is a joy to ride a new BMW car and it is the most fun car I drove.
Christoff from Otto's BMW helped me replace a defective battery on my 2018 3 series. He provided impeccable service from start to finish. Highly recommend him for anything BMW related.
Great service! Krzysztof is definitely the person you need to see, he is wonderful and very helpful with updates on the status of your vehicle. The shuttle service is also awesome!
Just purchased my M235i from Eric Bergstrom at Otto's. He made the whole process from the first time I stepped in the building all the way through delivery stress free and very enjoyable. The same great care that was put into selling the vehicle was also provided after the purchase to make sure that I had no issues and all of my questions were answered. I would highly recommend that if you are in the market for a new car Eric should be your first call! A++ experience, hes made a customer for life!
They lied about the condition of my vehicle. I visited Otto's to have it inspected prior to the end of my Warranty. They failed my front brakes and indicated there was less than 4mm of pad life and insisted that I shouldn't pickup my vehicle without changing them. I refused. Picked up my vehicle, brought it to a different dealer
Tyler Tobin - thank you for making my BMW buying experience the best experience I've had buying a car. I purchased a pre owned 535i which needed new brakes, tires, oils and detail. Tyler Tobin ensured all was completed appropriately according to our agreement. No pressure, knowledgable, cool, polite and always reachable for updates by text, phone or e-mail. I am a car loving dude who can be fussy for these types of transactions, Tyler made this deal the best experience I've had in my 20 years of car ownership. Ask for him by name, you will not regret it!
The service is fantastic - Krzytsztof took great care of us. Exceeded expectations as always! Check out this state of the art dealership - awesome inventory available!
Great experience buying a new vehicle from Ottos’s BMW! Staff were friendly, knowledgeable, and genuinely wanted to ensure that we were happy throughout the entire process. Special thanks to Mahdi for the amazing service!
Friendly people, beautiful new showroom displaying automotive engineering at its finest. Dealing with service/sales or anyone there has always been the forefront of Otto's BMW. See for yourself, you won't be disappointed..
Krzysztof & Adrian always take care of my BMW X5 service. They focus on the little details and reach out to me to ensure that my car is running smoothly and looking great. I appreciate their upgraded service bays in their Hunt Club location & how I can leave the car for a few days to service it when I am on a trip.
Horrible service., every time I go there they don’t know what they are doing . very unprofessional and they don’t value the client time . I never d write reviews but I am beyond frustrated after spending an hour tonight trying to get my car out of the service department but they refused unless I pay !!!!. they have no record of my warranty ??? the service department forgot t zero the payment and forgot to call me before they left home as promised. . My last car from that place and BMW . I gave them one star for the few cups of coffees I have had waiting endlessly at there service counter. I hope they realized how much the client is paying to a premium service not the monkey show they are running.
Downgrading it from an initial 5 star review and here is why.
I brought in my 3-series car for some repairs. The work done on it was good, so I chose to bring it a second time for some routine maintenance even though I could've gone to a cheaper shop.
Pros: a service guy, Ryan, who worked on my car went above and beyond in servicing my car, even fixing something that wasn't part of the original work. (Thank you, Ryan!) Also, there is a nice lounge and waiting area.
Cons: at no time that I went there was I told that my car had recall issues. I only found out about it when I went to another dealership for something else and they flagged it to me. I was shocked that I wasn't told about a potential safety issue. Isn't this supposed to be standard? Or is the onus on the customer to ask about recall issues whenever they go to a dealership?
I am from Halifax and was looking for a particular car. Not finding what I was seeking in NS, I expanded my search to NB and eventually, Ontario and dealt with numerous dealers. I contacted Elyssa at Otto’s and soon found the “perfect car”. Despite being in a different Province, the negotiation and eventual sales transactions was seamless - she was very accommodating and not pushy in the least. Although I didn’t finance with the dealership, I also dealt with Bijan in financing as he put the final deal together and found him great as well. Overall, very satisfied with this Dealership - 1st rate. C
Mike Donald assisted me recently in purchasing a used 435 grand coupe. He was knowledgeable, courteous and professional. I appreciate his no pressure approach, taking his time to understand what I wanted rather than pushing to close the deal. It made the buying experience much more pleasant than otherwise.
There are many places that can provide good customer service, but this place goes well beyond that. The customer service was amazing ! They make customers feel very comfortable like it's their own home. From the guy who welcomed me at the service department to the lady who made me coffee in the kitchen to the shuttle guys, everyone was super friendly !
Worse experience and bad costomer service ... I went in this dealership for a recall and they kept my car for a day .. When I went to pick up my car it has been damaged on both of my doors... Management try to say it was already there even though it was never marked down on the inspection before i dropped off my car. I have asked them to check the cameras and i was told by the manager they do not have cameras in the parking lot , which was hard to believe and he told me they are not responsible for the damage that was done to my car in the parking lot . I am waiting for a call back and I will also be contacting my lawyer . beware before dropping off your car at this dealership , they will not take responsibility for any damages done to your car , you're at your own risk !.
It's great to see how Otto's Service Department just seems to get better with time. I was in the other day for what's now known in car parlance as a detailing and I have to say, it was such a pleasure to have my car returned to its original lustre: wow! So a big shout of thanks to Krzysztof for his very professional and gracious help, and to Oliver for driving me here and there and everywhere and to Osmin for the fantastic cleaning job and to Michael who is always cheerful and ready to just help you out--whether it's to top your windshield stuff up, or help you figure out how to get to Oz! Last but not least to the Lead Guy in the corner office (aka Dave Young) who infuses BMW Service with a culture of courtesy, respect and great service. Bravo and thanks again!
Service response is horrendous. Took 2 days for someone to return my call just to book a service appointment. That was after multiple calls that got routed to voicemail. The best was finally getting through to someone at the front desk who said she would send an email to the service desk because it was too far to walk over and see why no one was picking up the phone. Then when I finally talked to a real person, they provided vastly different quotes to do the same work. Lost a few hours of my life listening to their 'on hold' story about Otto and wanting to deliver the 'ultimate client experience'. Failing on this one big time...
Great show room. I do find it hard to get someone to approach you and ask if you have any questions. Staff just seem to stand around and ignore you. Maybe it's the brand or perhaps they have to many people coming in to drool over what they can't have. Regardless, I feel they could do better at being more proactive in starting a conversation with potential buyers.
Honestly, I did not end up buying the car I wanted as I had more interest in a different car that is not a BMW, but I have to say that this is the best car dealership I have ever been into. Jose was very friendly and helpful and actually got me a very good deal. The manager is really nice as well and kept checking on us and made sure everything was okay. Also, you guys have the best coffee machine ever! Haha. Good luck Jose.
Excellent service. Every time you come into the shop it feels like you’re at home. The service consultants make you feel welcome (Dave was great), there’s quality and healthy snacks and beverages, the showroom is impeccable, the bathrooms are clean and very tidy... Overall a 5/5 start experience. Would totally recommend this to friends and family. And of course, BMW all the way!!!!
Couldn’t be happier with my experience at Otto’s!
I recently purchased a 4-series Gran Coupe form Otto’s and did so 100% remotely. When making a large purchase sight unseen, you put a lot of faith in both the sales person you are dealing with and the dealership they work for. I am delighted to say that this trust turned out to be extremely well-placed as Jose, Bijan, Jackie, and the rest of the team at Otto’s went above and beyond to make the experience a simple and enjoyable one.
I made the pick up an overnight adventure with my two young sons and Otto’s, being a family-oriented dealership, made this special for them as well.
This is my third consecutive BMW and based on this experience, there will almost certainly be a fourth and fifth in my future.
I bring my bmw in for maintenance servicing and they do an excellence service. My suv bmw x6, the mechlanic im thinking his name was brandom took great care of how to change the oils and did the tire exchange. Ok thank you
Just go to Elite BMW to be treated with respect.
I made an appointment to speak with a sales manager and I was made to wait over an hour in the showroom. The sales associate I made the appointment through was "very busy" when I arrived and we never actually had face time. When I finally met the Otto's sales manager with an offer from Elite, it was "beaten" by offering winter floor mats. Hardly makes up for the hour wait and the dismissive treatment.
Note that the reception staff was very attentive and tried many times to get the attention of the sales staff but I was shrugged off. They're the reason I give the dealership 2 stars versus 1.
I ended up buying my 4-series BMW at Elite BMW the next day.
I have recently purchased my second BMW from Otto's and was once again blown away by their level of service! Their sales staff are friendly, professional and very knowledgeable. The service department has always done a great job and are very detail oriented. Thanks Otto's!
I got my 535 from them. Steve Yin is the right Sales man to do business. The car has air suspension issue after 2 weeks but the dealer are good enough to give me a rental considering it's an emergency drop-in... It took about a week to replace 2 of the air springs, which I think it's longer than usual, but I finally get the car fixed under CPO.
I am not quite happy driving a non-bmw (a bmw loaner is prefered of course) during the waiting but I am very happy with their CPO execution.
The staff are fantastic both before and after the sale. All of my concerns were dealt with promptly and courteously. I have seen some negative reviews posted but my experience has been great.
Nice work Otto's.