My Review Of BMW of Murrieta:
I have had the most terrible experience with this dealership that anyone could possibly have. On Wed. Dec. 19th, 2012 I had gone in to trade in my car which I had been referred to through Autotrader. As I was explaining to Rick the sales manager that I was simply selling my car to them at that time and was not interested in purchasing a BMW that day, I was immediately written off. During my conversation with him, he completely turned his back to me to greet another customer who had walked in when I was mid sentence.
I was hesitant to continue but did so anyway. The entire time he was extremely unprofessional and nothing short of rude.
After getting the paperwork done, we were informed by Rick that he was going to OVERNIGHT the check to Toyota for the payoff on my car (which I later found out they did not mail until the following day) then they had to wait for the pink slip and cut me the check, which in his words "would take about a week."
A week later, Wed. Dec. 26th, I called the dealership and asked to speak with Rick, I was told he was busy with a client so I left a message, no response for a couple of hours. I then called back to be told he was in a meeting, so I decided to go in person and speak to him. When I arrived a salesman by the name of Matt approached us. We explained our situation for which he apologized and we finally felt someone was on our side. He called Toyota for us to get a status on our check and after having a long personal conversation, he told us that it takes 10 business days to receive.
This would have not been a large problem if we had just been told this in the first place instead of being LIED to about the length of time taking "about a week." We were asked yet again if we were interested in purchasing a BMW and when we explained we weren't sure what kind of car we were in the market for we were written off. I had mentioned interest in a MINI Cooper, which sparked some interest in us but obviously still not enough.
Matt then told us he would personally keep track of the pink slip and keep us updated on the status of our situation. Rick had walked up during this time completely disregarding that he had ignored our phone calls all day and not acknowledging our discontent.
To make it even worse, we were told that my car had ALREADY been sold. We had received no payment for the car, left empty handed, while they had already made profit off of us. Funny how worried they are about having the pink slip in hand before they can write me a check, but have no problem selling a vehicle to someone without even having the pink slip.
The following Thursday I received no phone call from Matt as I was promised, so I made the effort to call him. I was told no word on the pink slip and he would call me Friday.
To no surprise, the better part of Friday had passed and I had heard nothing so I tried again to contact Matt, which I was told he was with a client. No problem, I understand they are busy, but after another few hours passed, I was confused as to why he couldn't find 2 minutes to return a phone call.
I called back multiple times that day asking for both Matt, Rick, and anyone else who could help me, leaving messages for all of them and STILL NO CALL BACK. My boyfriend then tried calling on my behalf and got the same response, NOTHING.
After much frustration, he called back and asked directly for Boris and left a message. For the first time in a week and a half dealing with these people, we got a phone call back. It went fine, an apology here, excuse there, explanations, trying to appease, but being stern (I know how it goes I work in the sales world). We told him how unhappy we were and how unfairly we were treated, which led us to drive all the way to Santa Ana to CREVIER BMW & MINI and explained how unfortunate it was that he lost our business because of his terrible staff. We were informed he would look into the situation.
After way too much stress and frustration that anyone should have to deal with, we received a call in which Boris told us there is nothing he as the owner could do about our situation and other than the blatant rude behavior that his staff had showed us, which he apologized for with no sincerity, it is what is.
I suggest NEVER doing business at this dealership. It was one of the worst experiences I have ever had and hope that no one else has to ever go through the same thing. The staff at CREVIER MINI where I decided to buy my car was the most helpful and friendly staff of people I have come across and it was well worth the drive. The moment I receive my check from BMW Murrieta, I will never step foot in there again and make sure that I let everyone know what a terrible experience it was.
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BMW of MurrietaAdded:
1/15/2013 2:45:10 PM
Megan, as we discussed before, I would like to extend my sincerest apology for your negative experience with our staff. We strive to provide only the best customer service across the board, but it appears we have fallen short of that goal in your case. Unfortunately, it isn't always possible to remedy every situation. However, I would like to assure you that I have dealt with this problem to the best of my ability and done all that I can to ensure that others do not have the same experience you have detailed above. Again, I apologize profusely, and wish that there was more that could have been done.
Boris Said - Owner
BMW of Murrieta - (951) 249-8000