Laurel BMW

Reason for Visit: Sales (Used)

I recommend this dealer: No

My Review of Laurel BMW:
This is the worst car buying experience of my life! I went to see a used 2008 BMW 135i convertible, sparkling graphite metallic, vin number WBAUN935X8VF54997. It was a very nice car and drove very smoothly. However, when I sat down with the saleswoman Lydia, she refused to negotiate the price, even when I showed her the Kelley Blue Book price for this vehicle and the expected value due to normal depreciation. She eventually relented a little and agreed to include a extended service contract (for maintenance and repairs beyond factory warranty)in the listed price. When Lydia saw that I was still wavering at this point, she called over the e-commerce director Mike, and together they pressured me into putting down a $2500 hold fee on the car. I wasn't too happy, but since it was a nice car, I decided it was worth it and told them I'll come back on Saturday with the rest of the money.

I went back on Saturday, and when I opened the door, I couldn't believe my eyes! There were several HUGE GASHES IN THE LEATHER SEAT on the driver's side! Apparently, the damage was caused by a technician whom accidently put something sharp in his back pocket while detailing the interior. What kind of idiots did they have working at this dealer? At this point, a different saleswoman, Lilly, and her manager tried to persuade me to take the car, then come back and they'll repair it free of charge later. I told them no deal, I want them to repair the damage first, I'll come back and inspect the car when they finish, and if I'm satisfied, I'll take the car. The manager also promised me that if I'm unhappy with the repair job, they'll refund my hold fee.

I went back the next Wednesday night. The repair was good, but still noticeable upon close examination. I expressed my concerns that the patch job will come loose in the future, Lydia assured me that it wouldn't, but that they'll repair it free of charge if it happens again. However, neither she nor the manager will give me any kind of guarantee beyond their word, which made me uneasy. When I further expressed my concern that the car will lose its value due to this repair in its history, they assured me that it won't show up in any vehicle history because it is only recorded in internal BMW accounting. This immediately raised a lot of alarms, as I realized that if this history can be hidden, so could a lot of other previous repair jobs. At this point, I decided to ask for my money back, and the same manager I spoke to on saturday immediately got mad, accusing me of intentionally holding onto the car when I didn't want it, and Lydia intially refused to refund my money (despite our prior agreement). However, when they realized how mad I was, they sent a check request to BMW for my hold fee. I am still waiting for my refund right now, and I will probably take legal actions if I don't get it soon.

PS: to whomever bought this BMW 135i with vin number WBAUN935X8VF54997, if this dealer did not disclose this interior damage to you when you bought it, then you have been cheated out of a lot of money.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Laurel BMW:
Hi,
I couldn't have asked for worst customer Service than this. What happened is:
I'm in the market for used BMW 5-series. I spotted a car on this dealer's website that I thought suited my need. I called them and talked to a sales person who said they don't have that car anymore but they do have another used 5-Series, and told me the price for that car. I said to him that it's a bit overpriced as other dealers have same car with more than a couple of thousands less. He asked if I can go to their location, do a test drive and negotiate in person then probably they can do something for me. So I scheduled an appointment for test drive....
(At their Location, after usual greetings..)
Him: Please be seated
Me: Thanks
Him: Mr. XYZ, You said you're looking the car in XYZ range right?
Me: Yes!
Him: This car is priced at ABC.. If you can not buy the car at that price then, you know, there is no point of test drive!!
Me: (Regaining my senses after such an unexpected comment) Ok then.. Have a good day!
Him: You too sir (!!!!!)

(My point is If he would have told the same thing to me on the phone, I would not have to waste my time going to their location)

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Laurel BMW:
I have dealt with Scott on several occassions and he ALWAYS has been MORE than helpful. He has always made himself available and pleasant to deal with. I cannot rate the sales dept since I bought my BMW from another dealership (used car) but Laurel has always serviced my vehicle right the first time. Scott even takes the time to go over my bill and make sure I understand all work completed and also to make sure I agree with the service and the final tally of the bill. If I am not satisfied, he will make adjustments to ease my pain. Thanks Scott.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Laurel BMW:
This dealer was a nightmare from the start. They advertised one price but changed the price when I drove there. I bought the car anyway. The buying process was not a friendly one. The paper work was all wrong, the licensing was wrong, etc. Guy, the manager, is not customer service friendly at all. The service dept. is just as bad. I had to bring the car back multiple times to get a simple problem fixed. They goofed up the car (they did admit to it) but refused to fix THEIR MISTAKE. It was my mistake to buy from them and get service from them. My other two BMW's were from Patrick. In the future I will stick with Patrick. Avoid Laurel BMW like the plague. The Hyundai dealer will have better customer service.

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