Much like going to our physician or dentist, many people possess a strong disdain for purchasing a new vehicle or going to the mechanic. A shared feature of all these professions relies on a large asymmetry of knowledge. Essentially any information told to you we assume to be presented honestly and in good faith, because speaking for the public majority, we wouldn’t really know the difference. What mechanics and a large proportion of the automotive industry unfortunately lack, however, is any sense of integrity or fraction of honesty, as highlighted by the series of unevents unfolding over a period of three months with BMW Mckenna located in Norfalk, CA.
My 2018 X5 was delivered to my apartment in West Hollywood on November 19th, 2018, right before Thanksgiving. Prior to delivery, minor damage noted on passenger side of bumper in front. Because they were in “such a rush” to sign for the car, car was delivered before I was leaving town for a week, and it was told to me that car would likely be fixed by time I get back (and it would be picked up as mitigate any inconvenience this would pose to me).
However, this was delayed because it was Thanksgiving.
Then it was further delayed because then they only picked up vehicles on Thursday.
Proceeding forward through Christmas/New Years, then it was getting further delayed because they didn’t have an adequate amount of staff and didn’t want to “spend the $500 towing it on a flatbed out here and indicates that he (I) don’t care if that’s what Victoria told him.” (Victoria was the customer sales manager, no longer works there….hmmmmmm wonder why?)
I then sent a tactful, yet politely constructed message to Danny Mckenna, which btw, went unanswered by all parties copied in on this message for OVER 48 hours…
“Prior to addressing my most current issue, I would like to highlight I was told to reach out if help ever needed and that my business through McKenna BMW was appreciated shortly after getting my 2018 BMW X5 just a short time ago.
To follow up on that, please refer to content within text message below sent to Danny’s cell phone below on 2/1/2019. I did not receive a response or phone call, so perhaps e-mail as a medium for communication will achieve better success.
"Good morning Danny! Apologies should this message find you too early, but I did want to relay a bit of feedback regarding the recent leasing of my 2018 X5 xDrive40e. First and foremost, I absolutely love the car. It is my third BMW to date, and is by far my favorite. However, I would like to relay that prior to being delivered, a bit of damage was noted to the front of the vehicle, and even prior to delivery, I was told by various different parties--sales manager, the broker I utilized--that this would be fixed at a time of my convenience, where the car would be picked up from my apt and an equivalent or better loaner car left, while the repair was being completed. I was more than understanding, and with the implied urgency of the deal agreed to these terms. Following this, I was away for several holidays (Thanksgiving, XMAS, New Years), and was told the day of car pick-up would be on Thursday. I have been in excess of 7 calls to the number on the slip provided, only to be bounced around from department to department, only to reach dead ends and have no one return my calls. It wasn’t until my broker reached out, that any sort of response was given, where I was told the car could not be picked up for repair with a loaner swapped as promise. Suffice to say, I’m unsure as to why no one in sales/repair/etc could get back to me, despite numerous attempts to touch base, and also, why the dealership is not honoring what was promised and agreed to both prior and during car delivery? Thanks in advance for clarifying. Apologies for lengthy text message prior to regular business hours. Regards, Dr. Dylan Sallerson”
Subsequently, my broker has spoken with Calvin and GM, who did say, should I drop off vehicle myself, they would provide a rental car at minimum equivalent to mine, or better, to accommodate for the inconvenience and that things would be handled appropriately.
What is NOT appropriate is providing me with a smoke-infused Cadillac, well below what would be considered equivalent to my current vehicle.
I subsequently went through the trouble of finding an enterprise location that does have an equivalent BMW to mine (or better) and provided Calvin with the contact details to confirm that it would be OK for me to swap cars.
Calvin proceeded to say that he was unable to do this, and could only provide a BMW X1 or X3 at best, if I drive back out to dealership to swap.
Is an X1 or X3 an equivalent vehicle or better?
Please advise as to why this solution seems appropriate, and suggest how this is a reflection of business that is appreciated at your dealership.
Your prompt attention and response to this matter are greatly appreciated.
Thank you in advance.”
Following this e-mail, communication was extremely sparse, always initiated by me, and I Was frankly meant to feel like they were doing me some HUGE favor, by merely completely something they promised they would do. I’m well aware this car is no an 8 series or 6+ figures, but it’s still an $80,000 which is not an insignificant amount of money. Service should at least ATTEMPT to parallel the product.
They did manage to delivery an x3 to me in Hollywood. One day later, a tire went flat (Run flat) and they THEN tried to charge me for that. When I looked for a spare tire in the car, the customer or staff member utilizing the loaner car before me felt the need to leave a lovely set of doggy training piss pads along with an assortment of Legos. At this point, I couldn’t help but laugh at how comically ridiculous the whole saga was.
When collecting car, the saga came to a hilarious end as Danny Mckenna the president and owner’s son I presume (Hutton) was on standby only to say they would “let the tire thing go” if I promised to never return there again for business.
This clearly didn’t have to be stated, which made the situation that much more of a joke. I absolutely LOVE BMW and have been a loyal customer for years, but it really is unfortunate when you get people that have to represent your brand and put such an incredible tarnish on your name.
With a dealership that clearly does not appreciate business from it’s customers, and fails to provide a tolerable level of customer service, save yourself the time and effort and go to ANY other BMW dealership.
A succinct summary to consider before wasting your time--Unprofessional, disingenuous, dishonest, lack of attention to detail, poor communication, misleading, arrogant, and a strong lack of product knowledge. Why bother? I can only imagine what this experience would have been like without my broker (Brandon@insiderautos.com)…thank god for him.