BMW of Sterling Terrible Customer Service From General Manager To Sales!
Posted by Ardine on 01/27/2009
SERLING, VIRGINIA -- I purchased a 2005 pre-owned certified BMW 645CIC with about 8,000 miles on it. The sales person misrepresented the finance options to start with. Not sure if he was simply a lure or what, but we came to buy. The car had some minor scrapes on the hood, trunk, a small dent over the rear left tire well and the left rear rim was damaged. The sales person, [snip] said don’t worry we will have the vehicle detailed and repair the dent and paint the car – we will schedule a time for you to bring it back.
As this was December the week of Christmas I thought that reasonable. 2 weeks later and after being told twice the weather was either to cold or to wet I returned the car with additional complaints. The steering squealed and so did the rear brakes. They kept the car for three days – when I went to pick it up I was told that they topped off the steering fluid and replaced the rear brake pads. Oh and by the way, the car had not been painted, the dent had not been fixed, nor had the car been detailed as promised.
Before I could get home the steering squealed and the breaks still made noise. I had to call the salesperson to ask when they were going to paint the car and to complain about the continued noise. After having my car for an additional 4 days, I returned to find that again nothing had been done. So I went to the Salesperson’s supervisor [snip] to complain.
First [snip] graced us with a administrator of sorts who proceeded to tell me that they topped off the steering and replaced the brake pads. I asked had the done the exact same thing to the vehicle they did the last time it was expecting that to fix the problem. He told me the vehicle had only been in once! So much for their tracking system.
Once we got past the “bee keeper” and we were all on the same page that this was a ”new” visit to pleasant BMW Sterling World. Rather than address and direct someone to fix the problems with the steering [snip] convinced himself along with a mechanic and my HUSBAND that the steering was supposed to squeal. He went as far to say that he had a 645 and his squealed as well…this was normal.
I was so furious with the condescending treatment I just want the car and to never have to see them again. My husband talked me into leaving the vehicle so that they could at least paint it and repair/fix the rim. So I left the vehicle again on January 24, 2009 – after being told I would have it back Monday or Tuesday at the latest. I did not hear from anyone all day Tuesday so I called and was told the car was not ready because it showed and they couldn’t “get to the vehicle” but that they were going to have a flat bed truck take it to the body shop and I would have it back on Wednesday. I said ok.
Not satisfied and on fire, I called the General Manager, a [snip]. I explained my plight and he said he would check into it and get back to me within an hour. BUT why would I expect that he was going to do what he said he was, when none of his staff does. He did not call me back, rather I received and “email” from [snip] saying the car wouldn’t be ready until Friday!
Buyer’s remorse is an understatement. If you are expecting to be treated with dignity, respect and to be told the truth or have any expectation of someone in the Chain keeping their word…don’t go to the BMW dealership in Sterling, Virginia. Keep up the road to Arlington. Oh and another thing. I called the BMW dealer in Arlington to see if they thought I should have a squeaky vehicle…steering/breaks; the response was definitely NO!