We purchased a used pre-owned 2015 BMW 3 series almost 2 years ago. It was certified and under warranty up until 3 months ago. Unfortunately, the turbo blew. We had to have it towed to Mt. Kisco BMW on August 5, 2020. Service completed a diagnostic and confirmed that we needed to replace the turbo for almost $5000. They were able to adjust the cost to save $750. The gentleman who communicated with us regarding service was informative and as helpful as he could be. However, the cost was way too high with the dealership and we were able to find someone else to complete the work for a much more affordable price. After discussion, we realized that replacing the turbo and keeping the vehicle did not make sense. Maintaining the BMW was too costly. We then reached out the the sales department at BMW. Over the past 2 weeks, we have spoken to multiple sale reps and even the GM with no resolution. After talking to the GM and asking for details on used cars he told us he would get back to us later on that day. No follow up call, no reply to emails seeking help with information, not even from the GM. The lack of professionalism and their level of communication with a customer is disgraceful. The excuses that we received is that they are low staffed during this time and phone calls are definitely not a priority.
After 3 weeks of sending emails and leaving multiple voicemails with no response or limited response, we were forced to make an in person appointment. When we went in, they were not even close to busy. There were times where 4 individuals were standing around chatting for 30 minutes with each other. I understand taking a break, but you can't tell me that you don't answer or reply to messages because customer service is your job.
The amount we were quoted for our trade in was the lowest amount from auto nation after putting its current status in the system. The GM was trying to tell us that the amount we were quoted was a favor and it was worth less than that number. Ian was speaking without providing the facts to back up his statements. However, we did have the facts and data to back up the amount we were quoted. He also said he couldn't offer more, but in an email he sent to us a week prior it was clear he could do more. He claimed the email was for another car to cover up for his mistake, but the numbers would be too much of a coincidence. The GM was egotistical and became very unprofessional quickly. His demeanor was angry and aggressive in response to our month long saga.
Update: Buyer beware. We completed every necessary step of the process and they ran through all of our information. We completed all of the necessary steps and we were set up to get a resolution. We had an appointment and they were fully aware of when we were to come in to close the deal. We drove down to the dealership and the financial advisor stops us and informs us that they were unable to get the title. The blame was put on the previous owner who they bought the vehicle from and who did not change the name on the title. All of this info could have been provided to us before we drove all the way down to the dealership, but they neglected to do this. After the brief visit to BMW dealership because we couldn't get the vehicle that day, we headed home. We spoke to the financial advisor shortly after over the phone and he waited until we got home to tell us that they would not be able to continue with the deal. They didn't have an eta for the new title from the DMV so they would cancel the deal. They told us that when the title came in that they would reach out to see if we were still interested.
After several phone calls - we moved forward and were able to get a resolution elsewhere. Luckily we have good people who were more than willing to help us out. We could not say the same about Ian Miller or his Mt. Kisco BMW branch.
The GM, Ian Miller, needs to make improvements to his level of professionalism and work on his customer relations. It's hard to believe that the ego of Ian Miller is not the reason why this deal was terminated. Apparently if you disagree or challenge them, they will cancel the deal and use "legit" ways to rationalize the cancellation. They clearly do not care about their customers. He is truly giving the BMW corporation as well as Auto nation a bad name.