March 15, 2009

Mr. John Fields
Fields Auto Group
670 W. Frontage Rd.
Northfield, IL 60093


Dear Mr Fields,

I recently purchased a 2005 BMW 645ci at BMW of Asheville.  This was my 6th BMW that I have purchased and by far the best.  As a side note, I still have one of the cars I purchased new 17 years ago(1992 525i with 247,000 miles).  I consider myself a BMW enthusiast and quite knowledgeable about performance automobiles.

The purpose of my letter is to let you know of my very positive experience with BMW of Asheville and particularly Frank Jordan.  Without going into all the details, my experience exceeded all my expectations and was quite refreshing compared to more recent experiences at other BMW dealerships.  The attitude of the entire staff from start to finish was impressive.  Congratulations on building such a fine organization!  I'm so impressed with your dealership, I plan on driving the 60 miles to have my car serviced at BMW of Asheville even though there is a local dealership within 5 miles of my residence.

Kindest Regards,

Kenny Messer

Kenny Messer,

Mr. Jim O'Donnell, President                                             May 1, 2009
BMW of North America, LLC
300 Chestnut Ridge Road
Woodcliff Lake, NJ 07677-7731

Dear Mr. O' Donnell,

I would like to relate my recent service experience at BMW of Asheville.  I brought my BMW 530xi to this dealer to fix a battery drainproblem which necessitated jumping the vehicle on several occasions to get it started.  Since I just relocated to Asheville and had not purchased my BMW at this dealership, I expected to be treated as a "visitor".  Boy, was I wrong.  When I arrived, Lee Hamilton, the service advisor, greeted me like I was a life-long customer.  She spent the time to understand the situationand to relate it on the service order so the service technician could efficiently analyze the problem.

The battery drain situation was diagnosed as an intermittent problem.  Being an engineer I know diagnosing an electrical problem can be extremely difficult.  The drain did not occur every day.  One morning when Chris, the service technician, came to work he noticed the drain had occurred and proceeded to try to identify the problem without even changing into his work clothes.  Thats devotion to one's job.

When the problem persisted beyond the first week, Lee offered me a loaner vehicle, while they continued to try to diagnose the problem.  This was a pleasant surprise, since as I said I was a "walk-in", and did not expect any "long-term customer" consideration.

On the technical side, Duane, the service foreman, moved my BMW to his service bay and together with Chris took a special interest in trying to find and correct the problem.  Based on my conversations with Lee, who was extremely informed about their efforts whenever i called her, I understand they spent untold hours trying to resolve the problem.  Unfortunately, even after a new battery and what I feel was more TLC diagnostic effort by Chris and Duane, the problem was never identified.  Duane, however, would not release my car, until he felt the situation had been resolved and would not have a likelihood of reoccuring.

After not having any maintenance problems with my two previous BMWs, which were certified pre-owned vehicles, I decided to buy a new 530xi.  After having persistent high battery drain problems with my 530xi, which began to occur shortly after it was delivered; I was becoming hesitant about buying another BMW.  Not knowing whether my 530xi would start was frustrating.

Now, due to the efforts of Lee, Chris, and Duane, I am looking forward to my next BMW.

Sincerely yours,

Stanley J. Endlich
 

Stanley J. Endlich,

January 4, 2010


BMW of Asheville
Steve Gordon-General Manager
649 New Airport Rd.
Fletcher, NC. 28732

Dear Mr. Gordon-

After enjoying my 330ci during my twenties, my husband and I made the decision it was time for me to "upgrade" to a sedan in preperation for a family.  The decision was clear that I would stay within the BMW family; however we were torn between an SAV and a car.

On Saturday, October 31, we had some extra time and decided to stop in at BMW of Asheville to begin our search.  We were still weighing our options and had no intention of purchasing anything.  We weren't on the lot ten minutes before we were approached by a member of your sales staff, Hal Miller.  We explained our situation emphasizing that we were not prepared to purchase, but rather just look around.  We found him to be so helpful, easy to talk to, and friendly.  It was a cold, rainy day and he showed no signs of agitation as we floundered around the lot moving from car to car.  He happily ran back and forth to retrieve multiple sets of keys and allow us entry into all the cars that we showed interest in.  He was never pushy, but rather extremely patient.  After realizing the parameters of our budget, our needs, and wants, we decided that a 3 series sedan was the best fit for us.  Unfortunately, my indecisiveness inhibited us from finding exactly what I "thought" I wanted .  You see my 330ci was white and I had made my mind up that I did not want another white car.  Imagine my surprise when my husband stumbled upon a white 328i and convinced me to "give it a try and just see if I liked it".  Immediately, I knew this was the car I wanted and without even taking it for a test drive, we sat down to negotiate.  We were then introduced to Steve Knupp whose personality and likability contributed further to our knowing we were making a good decision.  We liked and trusted the staff and felt confident in our decision.  After determining the worth of our trade-in, we negotiated a price and my husband and I drove off the lot that afternoon in our new white car.   

I purchased my 330ci at a BMW dealership in Greenville, South Carolina and vowed afterwards that I would never return there.  After multiple "miscommunications" made during the sale, being told that my vehicle was not under warranty at 55,000 miles (only to take it to the service department at BMW of Asheville and confirm that it was indeed under warranty), repeated unsuccessful service appointments, disappointing attitudes and behaviors, etc., it was such a wondeful experience to come to a dealership that has a welcoming atmosphere, pleasant sales and service staff, and most of all appreciates our business from the sale to the last service. 

I have told my family, friends, co-workers and anyone else that will listen about our experience with BMW of Asheville.  I learned today that a co-worker of mine visited your dealership this weekend and purchased a car as well.  Coincidentally, Hal and Steve worked with him as well.  I can guarantee you that when the time comes for us to "upgrade" again, we will return to BMW of Asheville.

A Happy Customer

Kelly H. Phillips

Kelly H. Phillips,

Mr. Steve Knupp
BMW of Asheville
649 New Airport Rd.
Fletcher, NC 28732

Dear Steve,

I could not let the opportunity pass to thank you and complement the great service we received when purchasing our new BMW X5 driving machine.

My note is especially to brag on the outstanding service and salesmanship of Trenton Braswell.  I have dealt with many salesmen during my years, but we were greatly impressed with Trent's personality and patience.  He followed up persistently but without any hint of being pushy.  He answered all our Questions, many times, as we tried to comprihend all the new information bing presented.

It is easy to not pass along credit where credit is due; but in Trent's case, we wanted to make sure you knew how well he treated us on every level.  We love the X5 and Trent made spending the extra money an enjoyable experience.

Steve, I am happy we were able to get reacquainted.  Barb and I will stop in to see you the nexty time we are in the area- hopefully for some ice cream!

                                                                       Sincerely,
                                                                       
                                                                       Mr. and Mrs. Jim Dunn

Jim Dunn,