BMW of Downtown Los Angeles
I purchased a used BMW X5 - Dsid
BMW of Downtown Los Angeles
I purchased a used BMW X5 from BMW of Downtown Los Angeles and have experienced multiple failures in communication, commitments, delivery, and follow-through since the purchase.
Purchase and Delivery Issues
• I was told vehicle prices were non-negotiable but that I would receive a full tank of gas and a properly detailed vehicle.
• I made a down payment on 8/29, and two days later received an automated dealer email showing a $200 price reduction, which my salesperson said would be credited.
• The X5 was delivered on 9/18 (I reside outside of California). The exterior was understandably dirty from transport, but the interior was also filthy—gum on the carpet, crumbs in cupholders, a dirty steering wheel, and an unclean cargo area. This fell far below the promised “detailed” condition expected from a BMW dealership.
• I received only one key fob and no key card, contrary to what I expected.
Unanswered Calls and Unfulfilled Promises
• On 9/21, I called to speak with a used car manager. After being told managers were in a meeting, a salesperson took my call, promised a manager would return it in 10–15 minutes — no one did.
• I left multiple messages and emails for the General Manager “Mark.” His voicemail was full, and the name on it belonged to someone else (“Reuban”). I received no response.
• My salesperson eventually responded and promised:
o A $200 refund check (for the price reduction)
o An additional $95 (for the cost of the detailing)
o A call from the parts manager to provide a second key fob at cost
None of these have been received as of 10/17.
Title and Registration Delays
• I was told I’d receive paperwork from the California DMV within 10 days of receiving the vehicle.
• By 9/25, the DMV confirmed the dealer had not even submitted the title.
• Despite repeated follow-ups on 9/26, 9/29, and 9/30, the DMV and my lienholder both confirmed no title had been received.
• On 10/2, I began daily outreach to both the GM and salesperson. Again, no response from “Mark.”
• On 10/10, I made the first payment on a vehicle I cannot register or drive.
• The DMV later confirmed the dealer started the process but never completed it.
• Only on 10/14 did the DMV confirm that the title was finally received and processed — nearly seven weeks after my deposit.
Summary
• 49 days since deposit
• 25 days since vehicle delivery
• 7 days since first payment
• 0 miles driven
• No promised checks or calls received
• Dealer unresponsive
The dealer has attempted to blame both the DMV and BMW Finance for these delays, but the DMV confirmed they could not act until the dealer submitted the title. For a dealership that advertises “nothing is more important than our reputation for providing superior customer service,” this experience has been unprofessional and unacceptable.
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