I rarely leave negative reviews, but my experience with - Fernie
I rarely leave negative reviews, but my experience with Bert Smith BMW in xx. Petersburg was one of the most disappointing car-buying experiences I have ever had.
I negotiated the purchase of a BMW X2 and made it very clear from the beginning that I live in Stuart, Florida, approximately three hours away. We agreed on a purchase price and discussed financing options. Initially, I planned to finance through my credit union, and I was told that the dealership would not hold the vehicle beyond the end of the day.
I offer to make a deposit but they declined. After further discussions, the dealership offered financing through their own lender and I agreed to proceed, completed the financing application process, and was approved. The finance manager called me to let us know that we were approved, congratulated us on the purchase and informed us of the terms. I then informed the sales manager that we were on our way and he asked that we needed to be there before closing time at 6PM. We said no problem and estimated our arrival time at 5:20PM.
My wife and I got in the car and began the three-hour drive. During our trip, we received a call from the dealership asking where we were, and we advised them that we were approximately 90 minutes away. At no point during that cALL was I told that that the vehicle had been sold or that it was still being actively offered to other buyers.
When we arrived at the dealership, we were shocked to learn that the vehicle had already been sold to someone else.
The explanation given was that the dealership has a policy of not holding vehicles and not accepting deposits. However, once I had agreed to finance through the dealership, completed the approval process, and informed them that I was actively driving to pick up the vehicle, I reasonably believed we had a deal. Had anyone told me the vehicle could still be sold while I was literally on the road, I would never have made the trip.
What made the experience even more frustrating was that the dealership called to check on our arrival while we were driving but failed to mention that the vehicle was no longer available.
They attempted to show me a similar vehicle in a different color, which I turned down and left.
I later contacted management to express my disappointment, hoping they would acknowledge the situation and take some responsibility. Instead, the response from the top manager was simply to reiterate that they don’t save cars or accept deposits.
I have purchased multiple BMW over the years and I have never experienced this level of disregard for a customer’s time and commitment. Luxury dealerships operate with a higher standard of professionalism and customer service that these people have no idea of, they acted as amateurs. If a customer has agreed on price, completed financing, and is driving several hours to pick up a vehicle, basic courtesy and good business practice would dictate that the vehicle be reserved or, at the very least, that the customer be clearly warned that it remains available for sale.
Skip this BMW dealer, there are many others that will gladly go the extra mile to earn your business and treat you like a customer that they really care about.
Potential buyers should be aware that even if you have negotiated a deal, completed financing, and are on your way to the dealership, there appears to be no assurance that the vehicle will still be there when you arrive.
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