DARCARS BMW of Mt Kisco

TLDR; Darcars’ VP, Sales, Hesham, who is also the current acting Sales Manager for this dealership is the most dishonest businessman I have come across in a long time. Do not purchase your vehicle from him o acting Sales Manager for this dealership is the most dishonest businessman I have come across in a long time. Do not purchase your vehicle from him or this dealership. Back in July, when the dealership was owned by Autonation, my husband and I configured an i4 m50 and were added to the vehicle’s waitlist. When we initially ordered the car, we signed a pricing agreement to pay msrp (The agreement also listed purchasing $1k in dealer insurance that, at the time, we were told was optional.) Autonation BMW was acquired by Darcars on Aug 30. Fast forward to December, and the car was delivered to the dealership. When I asked our Sales Consultant to confirm all pricing before scheduling our pick up, we were contacted by Hesham. He informed me that our car is hard to come by and he doesn’t know why I would ever expect to pay msrp. After sending him my signed pricing agreement, I was told that the Autonation Sales Manager no longer worked there for a reason. My agreement is with Autonation, not Darcars. If I want a car for msrp I can go call Autonation. I explained to him that when it comes to acquisitions, the acquiring company generally takes responsibility of all assets and liability of the prior company, and therefore Darcars is required to honor this pricing. Hesham’s response was that Autonation is a failing company, which is why they sold their business. He is not required to honor their bad business decisions. He is also shocked this car was ordered based on my requested specs (note: the actual order was placed by Darcars in October), and I’m lucky that he is even giving me the first opportunity to buy the vehicle. He also used the $1k Autonation insurance as a reason the agreement is not valid, as they don’t offer these policies. After the first call with him went extremely south, he called back about 20 min later to try and smooth things over. He felt we could work something out between the purchase price and our trade in. After waiting 6 months for the car, we agreed to go in to meet with him 2 days later. In those days, I came across other reviews with the same situation with Hesham. The reviews also note receiving poor trade in values, among other issues. That’s also where I learned about the commission % Darcars is adding to all purchases. On the day of our appointment, I called Hesham to tell him we were not coming in unless he confirmed we would pay msrp and no additional fees were added. At first, he acted like he had no idea what I was talking about when it came to additional fees, and I had to point blank confirm I read about the commission % online. He finally told me he would sell me the car based on my purchase agreement, which meant paying the additional $1k insurance fees. When I asked why I would pay that when they don’t sell the equivalent, I was told he was sitting with the Sales Manager who came from Autonation, and they said it’s the equivalent to Darcars’ insurance, so I have to buy it. (Note: he also previously said the prior Sales Manager is no longer there). At that point, I couldn’t trust a single word Hesham said. I did not want to get there and find out that he either tried to go back on his word and/or do something shady with our financing. I decided to tell him that I would pay msrp, no additional fees, nor pay for the insurance or I wasn’t buying he vehicle. He told me that I needed to honor the original agreement that I signed. I told him that he called the agreement invalid and made his own terms, so why can’t I request my own terms? He ended the phone call by saying that if I cannot agree to the terms that I signed, he would not sell me the vehicle. I told him to have a great day. From the second I answered Hesham’s first phone call, he talked to me like I was incompetent, kept trying to cut me off whenever I would speak, and would change his facts based on my responses. As the VP of Sales for all of Darcars and having worked there for what he claimed was 30+ years, Hesham’s treatment of customers speaks volumes that Darcars is not an an honest company, and I will not do business with them. I encourage others to purchase from a non-Darcars dealer. More

Sales Experience: On the day I went to pickup of the vehicle I had put a deposit down 14 months prior and was accepted by BMW for production 4 months prior, the VP Hesham came to meet me with barely ite vehicle I had put a deposit down 14 months prior and was accepted by BMW for production 4 months prior, the VP Hesham came to meet me with barely itemized paperwork showing an additional $12k more in price than I was expecting based on previous interactions. I asked immediately what this was and without hesitation, Hesham's response was "That is the market adjustment. This is what all of the dealerships are doing. This is a very hot car, we could sell it $15k over. Also, we add a 2% commission to all sales, so that's what that number is" The issue I had was the signed order agreement from earlier in the year with no markup anywhere, let alone any commission noted. I showed Hesham a copy of the order agreement with both my signature and a finance person's signature on it and was promptly informed that Darcars had recently purchased (brand new information to me) BMW of Mt. Kisco a couple of months prior from Autonation, and I that my signed order form was no longer valid order because of the acquisition. I pointed out that my order was submitted to BMW in February, well before BMW of Mt. Kisco was acquired from Autonation and that order still valid since the car just arrived from the factory. 
My deposit was made in September of 2021, and that still was valid and carried over to the new owners, yet somehow only my signed sales order agreement was no longer valid? The constant response from the VP Hesham was "No one is forcing you to buy this. You can walk away and we'll just sell it with the markup to someone tomorrow" It was followed up a couple of times with "Listen, if you want that pricing, you can go find another Autonation BMW dealer and have them honor it. Your preorder means nothing here. This order form means nothing" The smugness knowing I wouldn't walk away from the car I had ordered 14 months prior was quite incredible. His laughing at any of the points I was trying make was a nice touch too. Mind you, I am a brand new customer. Trade in: I was told i was getting "blue book value" for my trade in which was a 2018 Telsa Model 3 with 46k miles on it.

 I showed the Blue Book value for my trade in on kbb.com, which was $6k more then their offer, and then it was "well no yours is just in 'good' condition" 
I switch it to 'good' condition which was $4K more then their offer, and the response was "well it's not good, its only 'fair'" I switch it to fair which was still $3k more than their offer
and then the reason given was "Well we have too many of your vehicle already here" Frankly the lowball trade-in was half expected, but the reasons were clearly made up on the fly after any challenge to their response which ultimately soured me more than the offer did. Wrap up:
 In the end, BMW Mt Kisco did bring down their markup by $4k, and I settled for $1k above their trade in offer because I just wanted to be done with it. The 2% commission was non-negotiable. I reached out to Arianna at Darcars a day after my purchase and coming across her contact informtion on a few review sites. Arianna listened to my experience, was empathetic, told me that this is not how they want to operate, and assured me that she'd do her best to make up for my experience. Ultimately they were able to offer me some options for my troubles, and while it was not a full dollar equivalent of the additional markup of my order, it at least helped make up for my experience and did provide some restitution. While I was able to recoup some of the dealer adjustment costs, and my interactions with Arianna at Darcars was fantastic, with respect to BMW of Mt. Kisco I'll say this: Its seems BMW Mt. Kisco currently would rather take a short term financial win then cultivate a long term relationship with a new customer. Considering there are 5 other BMW dealers within 20 miles of Mt. Kisco, one would imagine gaining and retaining new customers would be the focus for new owners of a dealership rather than these tactics. More