AutoNation Toyota Irvine

TLDR: I'm going to file my complaint with the FTC, BAR, TLDR: I'm going to file my complaint with the FTC, BAR, BBB and Twitter because The GM at AutoNation Toyota Irvine should be reviewed by management TLDR: I'm going to file my complaint with the FTC, BAR, BBB and Twitter because The GM at AutoNation Toyota Irvine should be reviewed by management for the way he advises on customer discussions and addresses client disputes. Background: I purchased my 2013 BMW 535i on September 2, 2021 with George who is an honest hard-working sales rep. It only took 1 hour for me to test drive and purchase the car with the assurance that I have a 5-day return policy--no questions asked! The next day, I hear rumbling noises and there was a moldy smell from the AC vents. I texted George who immediately escalated to the used car manager Val. Val was genuinely interested in understanding my problems and drove me to Irvine BMW to diagnose the issues. It turns out there was a valve cover gasket that needed to be replaced along with air filters. I said I would like to get it fixed or I could return it as the car doesn't feel safe. Val assured me he would take care of the parts and service which he did. Over the next week I had the car in and out of the shop due to misordered parts. On By 9/14, 12 days since my purchase, I picked up the car from Autonation Toyota Irvine with a replaced valve gasket cover and air filters. However, 2 days later on 9/16, my car started to violently shake, the check engine light came on, oil was leaking and I smelled smoke from the vents and engine bay. Again, I texted Val and was told that BMW of Buena Park could help under the warranty. I called immediately, but the only available time is on Monday 9/19 because they are overbooked and don't have loaners. I just got fed up with the fact that I bought a car with problems for over 2 weeks so I asked Val if I could return the car. This is when he said these things happen and that I should talk to Mark Mehta the GM of Auto Irvine. Today, 9/18/21, I visited AutoNation Toyota Irvine at 9:25am with my visibly smoking car to speak with Mark Mehta. The receptionist advised me to wait 10-15 minutes which was actually 30. He walked up to me already knowing the situation from Val and said "what would you like to talk about because I already saw the text messages between you and Val and we're not returning the car"--this is the General Manager on the sales floor representing the company as a leader showing how Customer Service is done. I didn't get offered a seat in his office, he literally refused to let me explain or show him my text messages when I tried clarifying my conversations with George and Val. Mark didn't want to understand the frustration and time I spent working with AutoNation on Val's advice. Instead, he offered a loaner and said I could bring the car into Buena Park BMW so I didn't need to wait--trying to be understanding I agreed to bring the car in to get the issue fixed. However, he walked over a few feet to make a call. No one picked up, so he texted someone before walking back to me letting me know nothing can be done. He also told me there's a meeting he has with clients so he couldn't help me at the time. Mark was brushing me off and wasting my time so I asked him directly if I would be next to speak with him but he wouldn't give me an answer. I have no idea what kind of message Mark is sending to his team of sales and service reps, but he needs to be investigated. I included a lot of detail in this complaint with times and dates so that Steve Kwak and other leaders can do some proper investigation around Mark. Mark is not interested in customer feedback and satisfaction like Val the sales manager and he isn't even George--the guy who just started working at AutoNation and provided a great experience. Mark is just a guy with a nice title who doesn't care about customers and teaches through his actions. If he was managing one of my locations, I would look into why the dealership shines--it's probably because of people like Val and George. @Autonation: feel free to contact me. I purchase the 2013 BMW 535i on 9/2/2021 around 8pm from George at AutoNation Toyota Irvine. See notes for details and I stopped by on 9/18/2021 around 9:55am-10am-- I have some video I can share too. More