Bought Certified Preowned BMW 335XI from Eric Bugenhagen at Motorwerks BMW on 04-15-17 The day we bought it Eric (Salesman) backed into another car. Eric assured us the bumper would be repainted or replaced to new condition as there was no damage to it before this.
As a condition of the sale Eric also promised that the few cosmetic gouges in the door sill would be repaired. That we could schedule an appointment any time & have it repaired at no cost. I noticed during the test drive that our iPhones were NOT working through the usb hub located under the center arm rest. Eric said he would have them order the iPhone snap-in bracket as that eliminates dealing with a cord & your cell would use the antenna on the roof of the car. We were told the benefits of buying from Motorwerks was the warranty that they would pick our car up from work/home & leave loner of comparable make/model, that it is bumper to bumper warranty & no expense to us. Motorwerks Finance Manager Michael Heller sat us down & up sold us on Performance Wrap, Treatment of the interior & leather upholstery. Michael EXPLICITLY stated that the performance wrap self heals with the heat of the car wash, we could get the lowest cost car wash package because we wouldn't need to wax or buff (that we actually shouldn't wax or buff) "That bugs, dirt, sap & tar come right of with just water." He said that small dents were covered with whatever warranty he was pitching, he said "if the wrap was nicked, scratched, peeling or damaged in anyway it would be replaced at no charge to our satisfaction" Also as a condition to the sale we were having this standard BMW 335xi converted to M Performance, Brakes, exhaust, trim, chipped. They had our car for about a week & I went into check on progress. They had some of the conversion done but said they didn't know about some of the other modifications. So they had to order parts & had our vehicle another week. Because we hadn't had our vehicle for 2 weeks we wanted to drive it. So they said we could schedule a time to come back to do the rest. On 08-28-2018 we scheduled to bring our car in for general maintenance all of these unresolved issues & promises & the air conditioner in High setting was making a loud noise. Service Advisor Andy Kelm tells us we will be charged for loner, that we would be responsible for service technician evaluating what is wrong with air conditioner. I addressed all of the other promises made & he stated he had no record of any of it & we would have to talk to Sales Manager. We waited & talked to sales manager. Sales manager said to Andy Kelm to have it taken care of. 9 days later, after no call, text or email from BMW I called Service department. Went to voice mail. When Andy Kelm called back he said nothing is wrong with usb & we have to buy a specific cord to make our phones work. I reminded him about being promised the iPhone snap-in adapter & he said "BMW doesn't make any such accessory that utilizes the roof antenna" & said the sales manager said he would talk to me about how they were going to resolve this. Then Andy calls my wife to tell her the car is done. Wife goes to pick it up after work, calls me because the sales manager we were dealing with wasn't there so now i'm talking to a different sales manager that said he will look into it & call me back that evening or tomorrow morning. My wife gets our car back & it was dirty as if they went mudding with it. (What happen to included car wash) They absolutely did nothing with our car! They had it for 10 days! In the service notes they state they didn't do anything. They said they were looking for a leak in door, never said there was. I explicitly explained that there was something wrong with the air conditioning & condensation from the vent under the steering wheel, dripped on my foot.They also STOLE our M Air stem caps & replaced them with generic. Then on her way home sales manager tried calling her. I immediately called him back straight to VM. Next day still no call. 2 days later, Still no call