I'm a new customer and my 4 star review is based on my overall experience with New Century BMW. What could have been a negative review was remedied by Ken Lam's ability to problem solve and appease a client. Five stars to Ken for deescalating a stressful situation and turning it into a positive outcome.
Originally, I called for a quote late December for a battery replacement on my X3 before my appointment in January. I was quoted $370 OTD including parts, labor, and registration. BMW Service USA had a coupon for $425 and other dealers were charging $600+. It was too good to be true, so I requested a quote in writing. I was told the price would never change, so requesting for a quote in writing wasn't necessary. But, I asked for one, any way.
Fast forward to my rescheduled appointment over the weekend. I was told the price changed to $600+. Simply put, I was not happy. However, Ken was able to make an exception and honor $370 as a courtesy. Also, I did appreciate the video inspection sent to me by technician, Westley, as I waited. Something I haven't experienced elsewhere. I look forward to bringing my vehicle in again and working with Ken for future services.
