we bought a very nice BMW from them thinking we are going home with it. After signing all the papers we were told they're keeping the care because it had a recall. After waiting two weeks we called and they kept saying it's not them it's BMW they have a waiting list, meanwhile we had to share cars to get to work and school and finally I called them and requested that we get provided with a car until our car gets done and sure enough they provided us with a rental. they then called us to ask us to bring our copy of the key back to them because they lost the other set that they had (the car had two sets of keys, one they kept and we took the other one). We drove all the way there and gave them our copy and they promised that they will replace the one they lost. finally, after two months, our car was done and we went and dropped off the rental and picked up our purchased car and told the salesman Will to please don't forget to order a replacement key because it's on them and they lost it and he said ok and he will be in touch. a week passed, two weeks, three and nothing then we kept calling and Will kept saying "I'll let my sales manager know and I'll get back to you" but still nothing. two months now passed and still nothing so today we call Will and he said that we had returned the rental to them damaged and they had to fix it and the sales manager will get in contact with us. Now this NEVER happened because we returned the car to them in perfect shape and there was absolutely NO damage to it whatsoever. I called the used car sales manager I believe his name is Chris and was completely baffeled by this news and was trying to see what is going on? he was super RUDE and extremely unprofessional and the first thing he said to me was "you returned the car with a bumper damage and the light was damage and therefore we are not giving you a key because we are going to call it even". this upset me beyond words and I said to him so if we indeed did damage the car, why would you wait TWO months to tell me this? why didnt you call me the moment you discovered the damage and let me know? his answer was even MORE SHOCKING when he said "we just called it even" and I was like BUT I did NOT know any of this until this moment and I am positive the car wasn't damaged but you are going to just assume that we should know all this and you're just NOT going to replace our key the one YOU lost??? he said will shoul have told you and I said Will DID NOT say a thing to us and again, if in fact there was damage, why would you NOT say a word to us and not call to say hey, we are not replacing your key because there was damage! this person was extremely RUDE and finally he said to me (exact words) while yelling "TIME OUT TIME OUT, i'm going to order you a new key but I'm NOT going to program it, I am not BMW, you're gonna have to take it to BMW and pay them to program it". after I hung up the phone, I was very very upset at all this so I called the Manager Dedino sp? I spoke to him and told him what happened and he was very nice and said I'll order you a key Monday. My issue is this, we returned the car in perfect shape, in fact I personally inspected it with my daughters and we got our stuff from the trunk and there was absolutely no damage so this whole story is either made up or a cover up and on top of it, they did NOT mention one word all this time about any damage and I'm thinking now they just did NOT want to replace the key that they lost and also I'm gonna have to pay BMW to program a key when it was their fault to begin with. My son is shopping for a new car and I was going to go back but not anymore!