BMW of Rockville

Have a friend with you and go over all the number there. I purchased my very first BMW (CPO with 18000 miles) from Rockville BMW on 10/21/2018. It's a very nice car, but I had the most unpleasant experience I purchased my very first BMW (CPO with 18000 miles) from Rockville BMW on 10/21/2018. It's a very nice car, but I had the most unpleasant experience at the Rockville BMW. I hope my experience is an outlier exemplar than how yours will be. My car is not a high-end car like what the BMW staff drives (e.g. M3, M4), but it's not the lowest model either. So I'm sure I'll have many friends and colleagues asking me about the car and where I bought it for during the many years I plan to own this car. I will point them to this write-up and warn, if possible, to buy from another dealership or if they have to buy there then get another person in the room. Our family visited the dealer on 10/20/18 to just test drive the car, I had ZERO plan on buying it. Jasdeep was the advisor who helped us. My wife hated the car the moment she saw it and made it known with her scowl, but I liked it and I'd be the one driving it 95% of the time! After she went home I talked with Jasdeep about the car. He said the car was like a new car in excellent condition, wheels didn't have any scratches, garage kept, and well maintained. It was a nice car. I also liked Jasdeep, he answered all my questions and seemed to genuinely care for me. I was happy I was working with him, it felt like he was a friend I could turn to anytime if I had any problems with the car. One thing led to another and I'm on the verge of shaking hands with the sales manager (Chris) and buying the car. Everything happened so fast. I called my wife to tell her about it and she is fuming pissed at me for buying it, my kids are mildly pissed about the injustice hearing the news their dad buying a car while they are not even allowed to buy a pet goldfish. Jasdeep tells me he'll spend 30-45 minutes to go over all the features of the car when I pick it up the next day. I am now introduced to the finance manager, Kirk. He is very good at what he does. Fast and smooth talker. By their interaction, it's clear that Kirk is higher in the organizational hierarchy than Jasdeep. This is where you should have another set of eyes and ears. [Maintenance Program] - He explains that replacing the brakes & rotors on my car (M-Sport brakes) will cost $xxxx alone. He says the maintenance plan that carried from the previous owner that expires in Oct 2019 will not cover the brake & rotor replacement. So, that is more than the cost of the maintenance plan alone. That means you'll get oil changes, spark plug changes, wiper blades, etc. all for free! That sounds good, but I'm still not sure if I'll be able to take advantage of it by how I drive. I ask when the maintenance plan expires. He keeps mentioning the 75,000 miles aspect of the expiration. I know there is a time factor as well. I ask what date does it expire. He talks around it and I don't get a clear answer when the plan expires. He asks how much I drive in a year. I say about 10,000 miles per year. If the car only has 18,000 miles on it now, then he says I'll be able to use most of it. He says it'll save me a lot of money. I still do not understand when the plan expires, but I'll take his advice and understand that it'll save me money until I get to around 75,000 miles. Great. He convinced me, I buy it. [Tire & Wheel Plan] - He explains that my car (19" M-Sport wheels with run-flat tires) does not come with a spare tire. If I get a flat, then that tire cannot be fixed and will need to be replaced. If I hit a pothole and dent my wheels, it will cost $xxxx to replace that wheel. But all this can be protected on the Tire & Wheel plan. Our roads are pretty good and I've never had any problems with my wheels & tires before, so I'm not sure if I need this or not. He calls over a guy in the other room and asks how many times he replaced his wheels. He says he lives in Germantown where the roads are nice, but still somehow replaced his wheels 3 times. I'm still not sure. He says it normally costs $xxxx, but can give it to me for $yyyy. I ask if he could give it to me for $zzzz. He goes over to his supervisor and says they can give it to me for $zzzz. Great. He convinced me, I buy it. I come back the next day (10/21/2018, 1 pm as scheduled) to pick up the car. I ask Jasdeep if he can go over the features like he said he would. He said he is busy working with another customer and tell me to come back next time. I'm thinking what happened to the tutorial you said you'll give me? I'm thinking "Now that you made your sale, I'm low on your priority? You don't have time to honor what you said you'd do yesterday? I had an appointment with you before those customers. Am I not a customer anymore?". I inspect the car again and notice a small but noticeable 3" scratch. I asked Jasdeep if they can fix the scratch. He now says "No. You're buying a used car... but you can buy touch-up paint though :)". Yesterday, I was told I was buying a "like-new" car, but now I'm back to reality and told, "you're buying a used car!". There is a LOT of technology in the car, so I was nervous driving the car without a thorough tutorial. I drive home like an elderly senior citizen paranoid I'd crash, and leave slightly disappointed in the blow-off treatment I got. The next day (10/22/2018) I have some time and look over the finance contract. I see a lot of concerning things on it. I'm not an expert on this, but no matter how I look at it things don't look right. It worries me. So, I'm thinking, "I know! Let's call my friend Jasdeep. I'm sure I'm reading this wrong. He can help me figure this out and let me know what's he thinks is happening." I text him on 10/22/18 10:22 am asking if I can meet him to talk about some questions. He insists I describe the problem to him over text. This is an excerpt of our text conversation: Me: "I need to verify with you the following: * What service packages I purchased. * How much I paid for them. * The dates & miles when the maintenance plan expires. Yes, they are listed in the finance breakdown sheet. But they are not matching what I heard." JG: "Okay that would be with kirk" Me: "You cannot look up any of this information?" JG: "That is all finance but when you get here you can sit with Kirk." He was not willing to listen and understand what my worries were and just pushed me off to someone else. I understand that he was not the person who sold me the extra products but couldn't he at least take a look at what I was talking about? That's when I realized I was being played. Now that the sale is done, I was done and gone from his list. This is my meeting with Kirk on 10/22/2018 at 6 pm. As soon as I enter his office and me without saying a single word, he says that he spoke to his manager and increased the maintenance mileage limit to 100,000 miles from 75,000 for free. But, that's all irrelevant because there is a time component to this warranty and it'll expire way before I'm anywhere close to that. [Maintenance Program] On my contract, it says: "Provider: BMW Cost: $xxxx Term: 12 months or 25000 miles, whichever occurs first." This does not match what he was telling me about how I'll be able to use it for the majority of the 75,000 miles. I ask him to please show me on paper when my maintenance expires. No more words, I need to see it as written text. The first paper shows that my existing maintenance from the previous owner expires 48 months or 50,000 miles. That means, for my case, it expires 12 months or 30,000 miles from now. The second paper showed that the maintenance I purchased from him expires 12 months or 25,000 from when my existing maintenance plan expires. That means I paid for 1 extra year of maintenance and I was never going to reach anywhere near the 75,000 miles. In two years when the new maintenance expires, I would have under 40,000 miles. He argues that I still need to replace my brakes & rotors by the time I hit 40,000. I ask why couldn't I replace it with the maintenance plan that came with the car. It goes back and forth, but it turns out that I can replace it with the plan that came with the car if needed. So I take that out. [Dent Plan] I ask what this is and why is it listed in my contract? He said I bought the Economy Plan. I say no I didn't, all we talked about was the Maintenance Program and the Wheel program. I don't even know what it is, what it covers, when it expires. I just see how much it costs. So I take that out. [Tire and Wheel Package] They charged me exactly 41% higher than what we agreed to. Higher than the price he originally tried to sell me. I ask him why? He said he never agreed to that price. That price is below their cost and they would lose money. I know it's not below their cost because I heard him talk to his supervisor about it. Now he's changing the story. Did I imagine our going back and forth, him going to talk to his manager coming back with a confirmation? It's now my word versus your word, what can you do? So I take that out. Now that I took out all those extra services, Kirk now retaliates by saying he has to raise the rate by 12.5%. Are you serious? I have an 825/850 Experian FICO score. The "special" rate they gave me wasn't even great. One of those preapproval auto loan mailings I get from my bank for no reason is better than their "special" rate they were giving me. So I just go along with his storyline. Kirk: "We bought down the rates from the profits we made from those extra services. Since you're not buying them anymore I have no choice but to raise it back to where they were" Me (very irritated): "Okay, go ahead. I'll refinance anyways". Kirk: "When will you refinance?" Me: "As soon as possible" Kirk: "You know you can't refinance for 4 months" Me: "Why not?" Kirk: "Nobody told you you can't refinance for 4 months?" Me: "No" Kirk: "The rebates that you're getting is contingent to the financing so you can't refinance for 4 months" Me: "What rebates? I'm not getting any rebates" Kirk: (He checks his computer and realizes I'm not getting any rebates) "We make profits from the loans that we sell, we can't make that profit if you refinance that early" Me: "Why should I care about that?" Kirk: "Hold on, let me talk to my manager" ... (he goes to talk with his manager) Kirk: "Okay, go ahead. Refinance when you want to." Now that things have been taken out he has to draft a new contract. I tell him I would like to put down a larger down payment. He advised me not to do that the other day because it would increase my rate. Since I'm getting the normal rate now, I figured I'd put down a larger down payment like I originally planned. Me: "I'd like to put down more downpayment" Kirk: "You can't do that" Me: "Why not?" Kirk: "Contract's been already validated" Me: "We're doing a new contract right now. Why can't I put down a larger down payment?" Kirk: "I said the contract's been validated. I'm already breaking protocol by putting that much on your credit card." (Now both of us are irritated.) Me: "What does that even mean? I don't understand" (He responds like how my kid's preschool teacher explains things) Kirk: "Sir! You told me you were coming at 6 pm so I validated the contract with the bank" (I give up. This "validating" a contract process must be a convoluted time consuming effort than typing in numbers and pushing the send button. So I sign the contract the way he drafted it.) Kirk: "Congratulations on your car again :)" This is what I learned. * Try to avoid Rockville BMW (if you can). * The salesperson will tell you that you are his/her friend. Do not believe it. You might be a friend while the deal is processing, but once the deal is done, they are not your friend anymore. * Take someone with you during the purchasing & financing process so that you have a witness to verify what was said. The story may change later. * What my wife's been telling me must be correct. I'm going crazy because apparently, I imagined a whole conversation and numbers that was never really said. More