Wagner BMW of Shrewsbury

This is a clean well equipped dealership. The salesperson, Dawn, was terrific. She answered all our questions and was very transparent with everything we asked for. I would buy from her again… but… not if that man is the manager… read below…
One thing that stood out was, the manager at the dealership threatened me that if I do not provide a favorable feedback of my dealership experience in the survey, they may not provide the best customer service. His exact words were: «If you take care of us in the survey, we will take care of you when you come back for service, else not so much». I was not expecting this from any dealership of any manufacturer, let alone a BMW dealership.
This one remark spoilt the whole experience for me, which had been good till that point. (if not for this I would have given 4 stars)
Another incident I would like to share:
While agreeing on the price and financing they agreed to look at the money factor and bring it down because it seemed too high. I asked to talk to the finance guy and this man comes in and assures they will correct it when we sign.
On the day we signed, my spouse had to go alone as I was at work. The finance guy told her that they did not make any promises to bring down the money factor nor has he talked to us before. He was implying that we are lying! That is when we realized it was the manager to pretended to be the finance guy the first time.

I bought a new car and the experience was terrific. They gave me a fair trade-​in and I got a decent true-​car price on the new car. Joey Harrington was my sales guy and was excellent. I’ll be curious to see how the service experience is but so far I have nothing but positive vibes. I’m going to buy my wife’s next car from them in the new year.

I am extremely pleased with Wagners service. I spoke to their service department regarding an alert that I received on my cars screen. They assured me that I could still drive and they would take care of everything when I brought my car in for service. They told me that everything would be taken care of (car rental or loaner, the service, and labor). This is completely different than the service I received at Herb Chambers BMW of Boston. They were going to charge me $ 45 per day for a rental, and $ 145 just to tell me what was wrong with the car! I will always go to Wagner (even though I live in Boston). I highly recommend anyone buy their next car from Wagner BMW!!!

Service department is unorganized and unprofessional. Upon entering the facility I was shouted at by a person who receives incoming vehicles. He was rude and unprofessional. Nice first impression. It didnt get much better after that. You stand at a front desk amidst a lot of commotion while someone asks you questions they should already have the answer to, and writes responses on a blank form. I dealt with 4 different people before the car was ever brought into the shop. There is no sense of order or management, or that anyone is on top of things.

We bought a low mileage CPO BMW 5 series with every possible extra warranty money could buy. At just over 50,000 miles, it died on 495 and was towed to Wagner, the closest BMW service center. We were sure glad we got the extended warranty with roadside assistance. Then the nightmare began. It took them a week to diagnose and fix the problem. There was a hidden drain that got plugged up in the trunk that caused water to enter the trunk and flood a computer which is mounted on the lowest part of the trunk (poor design). Google it — not the first time this has happened. Wagner denied the warranty because it was due to a «water leak» not covered so it cost me over $ 900. Apparently BMW’s are not guaranteed to run in the rain! I got the car back and the settings were in km and degrees C, then they called me a day later and told me they forgot to calibrate something and I had to bring it back. I wish there was other choices for BMW service in the area.

Went in to look at a new model and got «steered» by my «advisor» to test drive a certified used model. Turned around and didn’t return.

There’s not much more that could have gone wrong. You have your choice of BMW dealerships. Don’t make the mistake of choosing this one!
The story goes that I needed a part for my car. We paid for it up front even though it wasn’t in stock and they ordered it for us. On the day it was supposed to be available, it wasn’t. No one knew when it would be available, they pointed fingers at the other people for causing the problem, and didn’t care that they had failed to deliver on their word. My husband followed-​up by phone and the manager was rude to him!
We still don’t have the part after a week. We asked for a discount for our inconvenience. They offered us 10% off our next order… as if we would ever go back there!

So I got a 2009 car from there, price was around 800 $ above the market price according to
, and I paid additional 2500 $ for extended warranty. I was promised a new set a tires, new set of breaks, complete touch up of the scratches and fixing some dents one on the roof and one on the side and a new BMW floor mates.
After signing the contract and taking the car with the confidence that the car was checked and in excellent condition as per the dealer words, the oil light up the 2^nd day I took the car, which alarmed me that the car was never checked, the day after the car started to have a very loud sound while driving (blob blob blob like sound) so I went back and they gave me an appointment 2 weeks later. so I was scheduled to check the sound, fix the dents as promised and fix the paint scratches. So I dropped my car at 8am as scheduled and got a call at 3:30 saying the car is ready for pick up.
I go there to discover again that nothing was done, they said that they tried the car with different tires and there is no sound and my tires have more than 50% of life on so they can’t change it although I was promised new tires. The dents were said to be unfixable and would look bad if it was fixed, and the paint was not even addressed at all.
I regret even thinking of buying a car from Wagner and I should have taken all the promises in writing rather than just accepting verbal promises prior to signing.
I do not recommend this dealership to any one. Sweat talkers but do not keep promises.

Great service department, after being left stranded by BMW Sudbury with a flat tire, Wagner came through, got me in, got the tire changed and on my way. Great people and great service

This review is for two things — the absolutely top class service from the salesperson, Mike Sutherland and the overall dealership look and feel.
If you are looking at BMW and Wagner is an option to buy from, ask for Mike Sutherland. He is a «no pressure, cordial, knowledgeable and a lot of fun» salesperson. Patiently saw us take 3 test drives incl. staying past his departure time so that he could answer any additional questions. Very unfortunate that the dealership did not have our car type in inventory.
For the dealership — its new, clean and looks very sharp with a nice airy vibe. Cordial phone and lobby greeters and generally show very well.

Wagner BMW is a very friendly place, matching the very enjoyable cars.
My mother came here to buy a 2014 BMW i3, BMW’s new all-​electric car. Very friendly and understanding!
Not much else to say.

Had a great experience in the service department. They were helpful from beginning to end and really ensured that I knew what going on with my vehicle every step of the way! Awesome job!

Beyond amazing!!! Both Sales and Service! They really are a family dealership! I was a loyal customer of herb chambers but they have stolen me away! Everyone is extremely pleasant and awesome to work with. Matt Waters my salesman is amazing! super nice and very attentive. I was not treated like a stupid 22 year old that was coming in to fuck with them and waste their time!!! The Service Manager charlie is on point! emails and any questions are answered in 2 seconds and with the most care and professionalism.

All smiles when buying a car. Any issues, including the smallest, you are told «good luck with that», and «the law protects us». The lack of customer service and appreciation is amazing. Extremely distrustful. Warranty work? Don’t think so. You signed for it, you’re on you’re own. Unprofessional at it’s finest. Stay away!

As others have stated, if i could give wagner a –5 stars i would. Do not trust or buy a car from Wagner or my salesman Eugene Kalp. Save yourself a boat load of aggravation and go elsewhere! I ordered a car from them in November 2014, which I needed to take with me to florida for the winter season. I was told at time of signing the deal the car would be ordered asap and that i should have by the first or latest second week of January. Sometime in mid december after checking on the cars progress, I was told by Gene that Wagner could not get a rearwheel drive allotment to go into production until January but the turn around would be fast and I should have my car by the very latest early February. Well it is febuary 20^th and still no car. Every time i contacted gene i was give misleading if not compete untruths about when I would be recieving the car. A week and a half ago I was contacted by Gene and told i should have the car by this weekend and that the car needed to be paid for in full in order to have it registered etc. so there would be no delay in accepting delivery on it in Florida, I am notified just this morning that the car won’t be available for 2 more weeks. I don’t believe this either. When i originally ordered the car Gene Kalp knew it was for my wintering the season in Florida, he assured me I would have my new convertible to use while in Florida. He yes’d me to death and mislead me in every way.
Because of all Genes’ mistruths and promises and my loyalty to Wagner I ordered the car from him instead of buying it in Florida. Big mistake! Corporate bmw is exactly the same and offers no help, guidance, understanding and information. The GM of Wagner BMW, Bryan also offers no apologies or explanation or accountability whatsoever! I have asked repeatedly for corporate phone numbers and general manager contact info. for wagner motors corp., phone numbers etc. in writing and by phone repeatedly and these have fallen on deaf ears. This is an unscruplous company and I will never by another car from Wagner. We have been loyal customers of wagner and have bought many many cars from them through the years. This experience has been full of avoidance, unapologetic misinformation, carelessness and has not offered or been willing in any way to offer empathy, explanation or help.
Stay clear of Eugene Kalp and Wagner Motors in general. Shame on you!!!

I recently purchased a car from Mike Sutherland at Wagner. I used the USAA Car Buying Service which relies on
to offer a price, and the dealer should offer to sell the car for that price if they have a similarly configured car in inventory. In my case, they did not have my car in stock, and they agreed to match the price anyway. We agreed on the price, but it took a week for the car to arrive. After reviewing the TrueCar price I’d agreed to, I found that I was double charged for the leather seat option. When I returned to purchase the car, and pointed out the discrepancy, Mike and his manager Marc Huaman agreed to reduce the selling price to match my new price from USAA. In the end, I felt that these guys stepped up nicely, and I would recommend buying a car from them. Just come prepared, which is probably good advice when buying a car from anyone.

If I could give this dealership less or a half star I would. Adam Orlando I wish I could give a negative score. We found a vehicle we were interested in online and reached out to the dealership to see if it was available. We were told it was and I set up an appointment for the upcoming Saturday. On Saturday morning I confirmed via email with Adam Orlando that the car was still there. Adam replied that it was and asked what time we would be in. I told Adam we would be in around 2:00 PM that afternoon. Adam confirmed we had an appointment for the specific vehicle we were interested in. The dealership is about an hour away from our house so we left around 1:00 PM.
When we got to Wagner we talked to the sales person that greeted us and told him we were looking for Adam Orlando. The salesman asked if we had an appointment and I told him we did and confirmed earlier in the day with Adam Orlando. He asked us to sit in the waiting area while he went to get Adam.
15 to 20 goes by and we are just sitting there waiting. No Adam no car. The original sales guy walks by and notices we are still waiting, asks us to hold on and he will see what’s taking Adam so long.
We FINALLY see Adam Orlando after about 30 minutes. He comes up and tells us that the vehicle has been sent to auction. I was very surprised and annoyed. I asked why did he tell me it was here this morning then. He said well when I checked the day before it was. I reminded him that I checked with him in THIS morning and he told me it was. I also let him know that he just wasted now 1.5 hours of our day. He apologized but with zero sincerity. He gave us no offer to look at anything else and pretty much walked away.
Fast forward to today 6 days after we left the dealership with no car. I get emailed that the vehicle we were interested in has dropped in price from car guru. I confirm and made sure was the same one. I decide to reach out to the dealer again to to see if they would tell me it’s there or not. I get an email from guess who yes ADAM ORLANDO and he tells me the vehicle is still available and do I want to come in on Saturday to see it ??? I am in complete disbelief.
I am not sure why we were told after our long journey that the vehicle wasn’t there. I am also not sure why Adam Orlando had to lie about it. That attitude and apathetic apology we received from Adam Orlando is just plain unacceptable. If you happen to find yourself at Wagner BMW and Adam Orlando is your sales person I would ask for someone else.

Adam and Alex helped me get a great deal on my 2013 3 series M sport. They made the process seamless, and provided very fair savings without me needing to haggle for days upon end. The car was ordered exactly to my taste, and it DID NOT feel like your regular car buying experience. Although it’s a little outside the city, it was well worth the drive!

I’m on my 3^rd BMW from Wagner. The service is great and they always have free bagels and coffee when I wait there. Jessie is helpful in answering any warranty related questions I have. Wagner even helped me out on the price of tires when mine were worn out. I wouldn’t go anywhere else for service.

I cannot adequately express how bad my overall experience at this dealership has been over the last 9 years. I have been servicing a M3 and X5 for 9 years here and wish I lived closer to another dealership. Service attendants are rude or incompetent and have very little working knowledge of the cars. They make very little effort to find discounts. One telephone receptionist intentionally tried to call my phone at a very late hour telling me to return a loaner car thinking I would not pick up, and when confronted about this she denied it so it would look like I was taking too long w a loaner car. I was unable to bring in one of my cars for a few months and asked for consideration because I brought the car in for the same problem 3 times in a row: suspension error on dashboard. They futilely attempted to replace the sensor and then I had to replace the entire suspension system and they didn’t give me a refund on their first two sensor replacements. I spoke with the GM and his response was a service coupon and he said if I didn’t like the service I could go elsewhere. I couldn’t believe what I was hearing. I will certainly go elsewhere and my hope is that anyone who reads this will do the same. I have never had to deal with the level of incompetence that i have had to at this dealership.