Disappointment is the best word I can find to explain my experience with this dealer. Disappointment is dissatisfaction that follows the failure of expectations. Last year I purchased a BMW from this dealer. It was my dream retirement car and I knew it would be a once in a lifetime purchase. There were three other dealers that I could have gone to...but chose this one as I thought I had a connection which would keep me safe from all the "bad car sales stories". I was partly right, with one major exception..the dreaded F & I guy who has proven himself to be every stereotype mentioned for slick sales. I have come to realize the person in this position can make or break a dealer's reputation...just as he can make or break deals. Not all F & I people are slick...but this one is and gives others a bad name.
When I purchased my car last year, sales and general manager were terrific, accommodating and helpful. Over the past year I have had service, and Suzanne has been wonderful. Fast forward to this year, when I was involved in an accident which left my car totaled. I called the dealer soon after as I had purchased several warranties to the tune of five thousand dollars (I thought it was a worthwhile cause for such a high maintenance car that I thought would last me forever). Several calls to the F & I guy and I had to leave messages which were not returned. I finally called the General Manager, who had the F&I guy call me....and his line was "you are hard to reach". My response was that couldn't be further from the truth as I had been home bound and had nothing to do but answer my phone all day. I completed my conversation which was the reason for my call....that I needed to process the reimbursements for the cancellation of the warranties due to total loss of the vehicle. He took my information and said he would take care of it. Several weeks and phone calls later, which of course were not returned led me to call the general manager again to get attention from the F& I guy. So the run around begins...he doesn't know what happened, he will reach out to the companies, blah blah blah blah. Another couple of weeks...same story..but this time with a twist..."I told you when you purchased the car the maintenance wasn't able to be cancelled". No he didn't but my fault for "buyer beware" and I'll chalk it up to the most expensive 2 oil changes I have ever had. Still dealing with the other warranties I now got my husband involved. It just got him some song and dance. Currently we called the company with which we have the warrantee...they just received the paperwork from the dealer last week (3 1/2 months after my first phone call) with a date for vehicle loss 5weeks after the actual event.
Bottom line...F & I guy is less than credible, not very honest, lines his own pockets, and stinks at customer service.