I first off want to say that I "loved" this dealership. Friendly, honest, helpful. And for 99% of my experiences here, that's what I've gotten. Unfortunately as I went to trade-in my BMW for a newer one, the experience was anything but what I would have expected, which leaves me lost for words and in a confused state of how to proceed.
I was working with an excellent sales guy in Don Partridge. He was kind, honest, patient, everything you'd expect from the "BMW Experience". My wife and I picked out the car we wanted, loved it, and price was reasonable. I submitted my offer (which was a few hundred within their offer) and while we were negotiating the final few details, Val Goldenberg came over to discuss things. Here's where things took a turn for the worse. Val became extremely argumentative, loud, and disrespectful (Val refuses it was disrespectful, as long as family insults aren't involved, I disagree). Val and I had our differences, and that's perfectly normal in a business negotiation. Why Val had to be aggressive and continue to argue with me? I have no clue. Not what you expect from the BMW Experience, and definitely not what you expect when you're spend many thousands on a vehicle.
After many minutes of arguing back and forth, which at this point was getting us no way, I had to recuse myself from the situation. I took my credit card and keys, and proceeded to leave. As I said my final goodbyes to Don, Val then came back out in the middle of the dealership to go after me yet again. What did I do to deserve this treatment? Talk about how embarrassing on my end; the middle of the dealership in front of other customers and employees. Which by the way, this was occurring during a Customer VIP Event (which I was invited to) which was supposedly recommended by BMW Cooperate. Once Val was going at it again, he continuously said this is a private dealership and we can do what we want. He then said because of that, I refuse sale of the car to you. What exactly did I do again to be refused sale of a car, aggressive behavior, argumentative, and embarrassed in front of everyone? It got way out of hand, extremely quick. I literally came in here to drive away with a car, not experience this.
Within 24 hours later, I received two phone calls from Tulley employees who were there, apologizing for how bad this situation got - apologizing for their General Manager and that it never should of happened. But shouldn't a General Sales Manager diffuse a problem in the first place, not create one and essentially lose a sale? In fact, I had a colleague of mine visit the shop the very next day only to have almost the exact same thing occur to a customer there.
When employees are apologizing for their head manager and visibly frustrated, I think the problem goes above and beyond the issues I experienced - as embarrassing and bad as it was.
I want to be clear that I don't think Val is a bad person, not one bit. In fact, he seems like a nice, helpful, and friendly person *at times*, but when he's losing multiple sales in one week because of his aggressive, argumentative nature, and ruining the "BMW Experience", there's just plenty of other dealerships around customers can go to. Val has a "My way is the Right Way and Only Way" type of attitude. And when you're in sales, that's the worst type of attitude to have especially trying to convince people to spend thousands on luxury vehicles.
I'm at a loss for words because I want to continue to be a loyal Tulley customer, I'm just not sure how to overcome the disappointment, embarrassment and poor experience I had.