"Very Bad Customer Service"
I bought a CPO 320XI from this store last year August 20th. Since the day they delivered the car to my home, there's a strong smell you can smell as soon as you sit into this car, the smell likes from clean liquid but I can't be so sure. thought leaving windows open would help. so I left all windows open including moon-roof a couple of months in my garage, during both hot days and code days. the smell does not go away. I did not have chance to speak with anyone in this store until a guy from Charlottesville BMW store called me early last week, he was checking on me about my 320, how is it doing? since he asked, then I mentioned two problems from this car, including the smell problem. and this guy asked me dropping by the Charlottesville Store, he definitely can do something about the problems I mentioned. I live in Charlottesville, 5 minutes away from Charlottesville BMW Store. so I went to Charlottesville BMW Store on last Thursday as the guy setup the appt. for me, unfortunately the guy who called me was not there, asked another guy in sales center to help, the guy called Bryan from Financial Dept, he cannot smell, so he asked another guy to smell it, the guy confirmed the smell in entire car and also back trunk, after they talked about more than 10 minutes in Bryan's room, the guy who smelled my call came out to tell me, I have to call Midlothian Store to get the problem fixed b/c I bought the car there, anything involved cost must go to the store where you bought the car. they cannot do anything about it. I mentioned to this guy, Charlottesville BMW Store is a sister company of Richmond stores, including Midlothian store, why the problem cannot be taken care of here. they just not willing to help you out, nor treat you as valued customer.
So I went back home, called Midlothian Store, somehow their GM Pam picked up my phone, I was gonna ask to speak with her b/c the guy in Charlottesville store asked me to do, I told Pam the whole story, without any hesitation she said it has to be here, although we're sister companies, but we independently owned and operated. I mentioned to her I don't want to drive to Richmond, Is there any way you can coordinate with Charlottesville Store to get the problem solved? she said no, and I was asking her How many times I have to go there, she replied me back, we can get you a loaner if you have to leave the car here a couple of days. then a guy from Service Center called Scott helped me setup an appt. Next day which is Friday 10am.
I managed to get there on time by 10am, asked a couple of guys in service center, no one willing to help. until later the guy Scott said to me, he helped me to setup the appt. yesterday. he tried to smell my car, he couldn't b/c he was wearing cologne, then he was trying to get their service director Ravin to look my car, and he was not able to get him in almost an hour, I was waiting there about an hour, after I asked a few people, finally the front desk lady got a service guy called Mike helped me out, he confirmed the bad smell, the only thing he can suggest is to use ionizer to get the bad smell out, but he needs my car there a few days. then checked back with Scott, and he couldn't find any loaner car and tried to ask me drop the car the other day. I don't want to drive back home and drive there again, I told them your GM Pam said she can get a loaner car for me if I have to leave the car a few days. then they said they need Pam to approve that, then Scott told me Pam was in the lot with service manager, and then Front Desk Lady said she was on a conference call and she can't interrupt her. after another hour, almost two hours after I got there, still no one is helping this, I was not happy, complained to Front Desk Lady again. finally she got their Service Manager involved, their Service Manager said if I want, I can go to Charlottesville Store to get this problem solved, he can call the service manager in Charlottesville Store to arrange an appt. for you. I was pissed off, that's what I want in the first place when I spoke with your GM Pam, she said it has be here, b/c I bought it here. now you're saying I can go to Charlottesville Store to get problem solved, why Pam said no in first place, this is totally waste of my time, and they had no help but inconvenience, including GM, and a couple of service guys. the whole morning ended up setup service appt. with Charlottesville Store. spent another one and half hour to drive back home.
Be aware of their bad service, from top GM to service member, no one would want to take care of problems for you, you won't be treated as valued customer to them and they don't care after sold car to you. I'm now so regretted that I bought a car in this store. will not want to deal with this store again.
Employees Worked With
Pam, Ravin, Scott