Let me just say something; I have never had an experience so great or so horrible that I've ever felt the need to write a review, but this was the absolute WORST customer experience I've ever had in my life. This will be long, but worth the read if you are considering this HORRIBLE dealership. I can't believe BMW hasn't pulled their license.
My first experience with this dealership was April of 2014, I went in looking to purchase a CPO 3 series. The salesperson I spoke with didn't even bother introducing himself, he asked me what I was looking for and when I told him, he told me simply "We don't have anything in your price range,". I didn't even tell him how much I was looking to spend and yet, he automatically knew that I can't afford anything off their floor. When I asked him what he drove he told me "I don't drive, I don't have a drivers license." How are you a car salesman without a license?
Anyway, as horrible as that experience was, I decided to put it past me and to just get over it. I didn't continue looking to purchase a car for a while after these events transpired.
Fast forward to November 1, 2015; I get a call from BMW of Bayside to come check out a car I was looking at online. After going back and forth with them on the phone for about five hours, I was told to come in and that they would call me back and let me know what time. When I called back to see what time I should come in, the woman who answered the phone said that she had thrown out my number because she didn't think it was important, however I could come in any time. So I'm heading there and a salesperson named Charlie calls me and asks me where I was and I told him I was about 10-15 minutes away and I'd be in soon to which he responded "Okay, sounds good, I'll see you when you get in and we can get you in the car and check it out,". Well, I got there 15 minutes later and when I walked in, I found Charlie and he told me that they didn't have the car, it was being serviced and detailed. When I asked him why I wasn't told about this when I spoke to him on the phone, he said he didn't know. I proceeded to ask him if he had anything similar in inventory and he told me "In a manual transmission? Nope, sorry," to which I responded "The car I wanted to see was an A/T though..." He told me it wasn't and that I was wrong, sorry for wasting my time. I told him "You know, this is my second time dealing with you guys and, I've just gotta say...your customer service is absolutely HORRIBLE,". He just looked at me, smiled and said "Yeah...I know,". That was it. No explanation, no defense, nothing. Just a smile and "I know,". Unbelievable.
After walking out, I get a text message from Charlie stating that I was in fact correct in thinking the car was an A/T, and that if I was willing to give them one more chance, he'd make it right. I'm not one to hold a grudge so I agreed and told him I would be in contact with him throughout the week to let him know my availability.
I texted Charlie the next day and asked him to e-mail me the specs and a quote for the vehicle in question, to which he agreed and asked how much I planned to put down and what my credit score is like. After answering him, he told to give him some time to put together a quote for me. An hour later, Charlie texted me back and told me that the car was sold and that he was sorry but he would find other cars that are in my budget. Once again, I NEVER MENTIONED A BUDGET OF ANY KIND.
After this horrible experience, I decided to call up and speak to their sales manager, a guy named Jonathan Gutierrez. Right off the bat, he was EXTREMELY rude on the phone, and when I called him out on it he was extremely defensive, telling me that I was wrong in feeling like his tone was rude and condescending and that I was wrong for feeling offended. I went on to tell him the horrible experiences I've had with his sales team and he told me that if I would calm down and relax, he has another car that's "same year, make and model, better equipped, lower mileage, and comparable price" and if I was interested. I said you know what, send me the specs and a price quote to which he replied that he would get it to me in a little bit. This phone call ended at 11:49AM. I waited until 5:30PM, still no call, no e-mail. I called at 5:36PM and asked to speak to Jonathan and was told by the receptionist that he had left for the day already. I then e-mailed the sales manager at their new car department asking if I could deal with someone who was not Jonathan because he was so unprofessional, to which I was forwarded to Jonathan anyway. At 7:48PM that night, Jonathan finally e-mailed me a link to check out the car, told me it wasn't a CPO, and asked me if I would like to leave a deposit on a car that I hadn't even seen yet to ensure he doesn't sell it.
So, now it is November 3rd, I went to Rallye BMW (AMAZING SERVICE, the dealership you want to go to if you want to be treated with respect or at least if you want to feel like a human being) to check out a few cars, walked out with a quote, CarFax, and business card and told to expect a call within a few hours with an update on inventory (was called back maybe 45 minutes later). On my way back, I decided to stop by BMW of Bayside to speak to Jonathan, and the moment I walked in, the receptionist is playing a game on her phone as I stand in front of her desk. She finishes her game, looks at me and says "Sorry, just had to finish up some work," as if I hadn't seen what she was doing...with her phone on loud. I asked for Jonathan and she asked me "Who are you?" After telling her my name, she walks over to his office, tells him I'm there to see him and I see him look over at me and tell her to send me in.
The moment I walked into his office he simply asked me, "What are you doing here?" WOW. Unbelievably rude. I told him I stopped in to speak to him and wanted to see if the car was ready yet since he told me it needed to be serviced and detailed the night before. He immediately went into defense mode stating "I told you last night it needed to be serviced and detailed, so no, the car is not here so I don't understand why you would show up here unannounced," EXTREMELY RUDE.
So now, I'm extremely irritated with the way I'm being treated, and I asked him who his manager was and that I'd like to speak with him/her. He told me "I'm the manager here, you're speaking to the manager," to which I responded "You're the only manager here? So there's no one above you, that's what you're telling me. You're the one who runs this place like this?" He told me "Yes, I'm the manager," and I asked him "So if I look on your website, it's going to say you're the manager?" He looked at me and said "I don't understand why you're acting like this, did I not tell you yesterday that the car needed to be serviced and detailed, so I don't understand why you even came in here unannounced like this. I feel like I deserve your business because I've been nothing but professional to you," I told him to just give me his managers number, and he went on his computer and printed something out. I held out my hand expecting him to hand it to me, instead he began highlighting things on the papers he had just printed. He flipped it over and showed me that it was the e-mail exchange I had with him the previous night, reiterating what was said, telling me that at least over the e-mails I was acting like a man and a reasonable person. I told him to stop wasting my time and give me his managers number. He writes down a number on a post it and I asked him "Your manager doesn't have a card?" He looked at me, smiled, pulled out a card and wrote a number on the back of the card. He hands it to me and I leave. As I get into my car, I called the number and asked to speak to Frank Allen, the receptionist asked who was calling and I told her. She told me please hold as she transfers me, then transfers me to a dead line. I call the number again, same thing. I finally decided to look at the number on the card and flipped the card over. Jonathan had written his own number on the back of the card. I can only imagine that he instructed his receptionist to ask who was calling if someone called asking to speak to Frank Allen, and to handle the situation as she did.
Seriously, BMW needs to consider pulling the certification from this dealership because the service is an ABSOLUTE joke. Save yourselves the time and drive another 15 minutes to Westbury and check out Rallye BMW, I personally dealt with a man named Gabriel Hale. Incredible service, incredible selection, and the level of service you would expect from a brand like BMW.
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