My Review Of BMW of Schererville:
I bought a Certified Pre-Owned 2012 X5 from BMW Schererville and it was the single worst consumer experience of my life. Between the stringent standards required by BMW’s CPO program and several conversations with BMW Schererville’s sales staff to verify equipment and condition, I felt comfortable purchasing my X5 from out of state. Through several conversations, BMW Schererville’s salesperson Bruce Guidotti said he had inspected the car and assured me there were absolutely no issues with it, cosmetic or otherwise. However, when the car arrived it came with severe pre-existing damage to a door and a handful of other issues that were outside CPO standards. I sent Bruce notice and photos that day, which began a process that dragged out for over three months and dozens of email and phone conversations. For the first couple of months, I assumed BMW Schererville intended to stand behind the sale because their staff asked for an estimate (the car needed $3,748.09 worth of repairs), said they were checking with management, etc., but they ultimately balked and stopped returning my email and phone communication. I set a response deadline and when it passed, I filed complaints with BMW North America, the State of Indiana Attorney General and the Better Business Bureau, which led to another staff person from BMW Schererville finally contacting me. Eventually, having heard from the BBB and the AG, they paid. In exchange for payment, I signed a “hold harmless” agreement. In one draft of that agreement BMW Schererville attempted to insert language referring to “damage arising from transport.” I refused to include that language as I was afraid it might be used against the truck driver who transported the car. The Attorney General had pulled the carfax on the vehicle for me—something BMW North America requires a dealership to do before qualifying a vehicle for the CPO program—and the record clearly shows the car was involved in an accident a month before it was traded into BMW Schererville. During this entire process, the BMW Schererville staff claimed to know nothing about any damage to the car. One staff person went so far as to state that he’d called the long-time customer who traded the car in and the customer said he didn’t know about any damage.
I’m a long-term customer of BMW Seattle and they were incredibly helpful through this process, including letting me use their loaner vehicles for weeks on end, coordinating with Pacific Autobody (the BMW Certified body shop they use), and serving as my advocate. (I’d tried to buy the car from them but they hadn’t been able to locate a low-mileage 2012 X5 with the options I wanted.) It turned out the car door had to be replaced entirely, which meant the repair was going to cost even more than what BMW Schererville had paid me. Both BMW Seattle and Pacific Autobody extended me wholesale pricing on parts and labor in order to get the repair done without going over that amount. In other words, they made up for BMW Schererville’s shortcomings at their own expense because they were sympathetic to my situation.
I recommend that anyone with similar difficulties contact the Attorney General’s consumer complaints division and the Better Business Bureau right away. I also recommend they consider buying a car from BMW Seattle.
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