BMW of West Springfield

POOR SALES SERVICE, SALESMAN and GMgr; RENEGED ON QUOTE Picture this. Off/on over the course of 18 months I showed my interest in a leftover, "new" 2014 335xi dealer exec car. Multiple times I initiated "negotiations" with Steve [redacted] (SK), resulting in this final response each time. "I need to check with Job". (Job is the GM) The result? Except for our last discussion, despite follow up emails and calls on my part, I would never hear back from SK (or Job). In October, several months after our last interaction ended, I had my 2011 335i in for service. I stopped by to talk to SK to see if they had sold the 2014. "No, it's still here". And so, for the umpteenth time, negotiations began (again). SK asked me to get back to him with "what do you need to make it happen". So after researching depreciating values again, I did, in writing, via email. This time, he did respond, with a written quote, very close to my offer, via email. Very shortly thereafter I emailed back saying it was acceptable. What I didn't know is that my response crossed paths with another from him in which he said he had "made a mistake" and that he had to withdraw his written quote. He had also left a vmail on my phone, saying the same thing and that he would get back to me after (guess what) ... "I check with Job". You can guess the result. Yep. Never heard a thing back. I emailed SK and Job several times afterward. Nothing but silence; and then the car was no longer on the website. Had another buyer come along and offered a better deal that exact same day? Had they played me and another buyer off one another and I lost? Likely I will never know....I must admit, in all of my years' experience in car-buying, I have never, ever heard of a dealership reneging on a written quote, having to "withdraw it". Have you? Withdraw a written quote? Really? Follow up emails to both SK and Job to this effect fell on deaf ears at BMWWS. Not surprising tho; my experience with them has proven I shouldn't expect anything more. Or should I? After all, I'm just an existing BMWWS customer, who facilitated a 2015 X5 sale to a relative, and who was very interested in upgrading to a new BMW. I wonder, would BMW Corporate expect more? If you're looking for a BMW dealer that handles customers professionally, and with courtesy, I would avoid this dealership.

POOR SALES SERVICE, SALESMAN and GMgr; RENEGED ON QUOTE Picture this. Off/on over the course of 18 months I showed my interest in a leftover, "new" 2014 335xi dealer exec car. Multiple times I initiated "negotiations" with Steve [redacted] (SK), resulting in this final response each time. "I need to check with Job". (Job is the GM) The result? Except for our last discussion, despite follow up emails and calls on my part, I would never hear back from SK (or Job). In October, several months after our last interaction ended, I had my 2011 335i in for service. I stopped by to talk to SK to see if they had sold the 2014. "No, it's still here". And so, for the umpteenth time, negotiations began (again). SK asked me to get back to him with "what do you need to make it happen". So after researching depreciating values again, I did, in writing, via email. This time, he did respond, with a written quote, very close to my offer, via email. Very shortly thereafter I emailed back saying it was acceptable. What I didn't know is that my response crossed paths with another from him in which he said he had "made a mistake" and that he had to withdraw his written quote. He had also left a vmail on my phone, saying the same thing and that he would get back to me after (guess what) ... "I check with Job". You can guess the result. Yep. Never heard a thing back. I emailed SK and Job several times afterward. Nothing but silence; and then the car was no longer on the website. Had another buyer come along and offered a better deal that exact same day? Had they played me and another buyer off one another and I lost? Likely I will never know....I must admit, in all of my years' experience in car-buying, I have never, ever heard of a dealership reneging on a written quote, having to "withdraw it". Have you? Withdraw a written quote? Really? Follow up emails to both SK and Job to this effect fell on deaf ears at BMWWS. Not surprising tho; my experience with them has proven I shouldn't expect anything more. Or should I? After all, I'm just an existing BMWWS customer, who facilitated a 2015 X5 sale to a relative, and who was very interested in upgrading to a new BMW. I wonder, would BMW Corporate expect more? If you're looking for a BMW dealer that handles customers professionally, and with courtesy, I would avoid this dealership.

Enclosed please find a copy of the letter I sent to the BMW Company in USA.As you can see, they don't want to re do the papers showing the correct amount for financing. Mr. [redacted] said that the $700 will be sent to the bank and the rest stays as it is. They lend me a car until they fix the rear fender on the one I bought.Please see how you can help me with this problem. Looking forward to hearing from you.My name is [redacted] U. [redacted]; I am a BMW customer in West Springfield, MA or 11 years. I was very pleased to own a XXXX XXX ix during all these years. Unfortunately, time came to buy another car, this time a pre-owned certified 2011 I xdrive. As always I used the same dealer. I went to sign the papers last Tuesday, October 2nd and I agreed with [redacted] Greissler, the seller, to finance $18,000.00 in four years, amount after I paid for taxes and expenses that comes with the transaction. After a while, [redacted] told me to come back at 3:00pm because the manager that does the paperwork was busy, this was Mr. [redacted].I went back to the store at 3:00pm with the certified check for $12,614.44. I had to wait about one hour for Mr. [redacted] who did not have the printed papers ready, he started to type them one by one and told me that I should buy a two maintenance for $2,295 to use it after the original guaranty ends. I told him not to his offer but he started to talk on the advantages of this etc, etc. I said that I would buy this maintenance when the time comes in 2014. He said that this had to be included on the five years that now he was offering me for my good credit, which he said it is 860. After we were going back and forth, I accepted and signed the paper.I reviewed the figures when I was home and I realized that the original amount for financing went up to $21,530.40. The next day, Thursday morning, I called Mr. [redacted] at 8:00am and left a message in his answering machine telling him that I did not want the maintenance or the clear paint on the car. I called the second time at about 9:30am and left another message. Because he did not return my calls, I called at about 10:00am and ask the operator for Mr. [redacted], she told me that he was out and transferred me to [redacted], the manager of used cars. I told [redacted] about the messages to Mr. [redacted] and also about the amount that I wanted to be financed, $18.000, without the maintenance or the painting. I did tell him that I would go that afternoon to sign the new papers. He said not to go that Thursday but Friday because Mr. [redacted] was the only person that can re-type the papers. I said fine, I will ask for some time off and I would be there Friday at about 2pm.On Friday the 4th I was at the West Springfield store on time but I noticed that they made me wait for a long time and [redacted] and the rest looked strange to me. I knew that something was going on, why I had to wait more than one hour to see Mr. [redacted], even though I saw him seating at his desk. After a while, [redacted] told me that I would see Mr. [redacted], another [redacted] of financing.Finally, Mr. [redacted] came and took me to an office and closed the door. He told me that I already signed the papers and he couldn't do anything else, that if I wanted the change why I did not come the next day. I told him about my conversation with [redacted], the manager of the used cars, that he told me to go on Friday. I also told Mr. [redacted] that I was completely sure that with a conversation with this manager, the papers would be retyped as [redacted] mentioned. I told him that the paperwork can be done since I did not receive the car keys yet. After we argued back and forth Mr. [redacted] said that the only thing he could do is to cancel the paint which is done by another company.I was very upset, I could riot stand one more minute in that place with that people that acted wrong, especially when I did call the next day early in the morning and spoke to a manager asking him to cancel the $3,530.40 for the extra. maintenance and paint. I could not believe that this would happen with a company that has such a good reputation in Springfield, MA.I had a BMW and I was very happy with it. That is the reason I bought this 2011. The repairs and maintenance for my 2002 were done there for eleven years. they have all the records and the amount of money I left there.Desired SettlementI am asking to your company to have my financing for the amount of $18,000 for four years as I was supposed to have it originally. I think this is fair to keep a good customer happy for years to come.Business Response I understand the frustration on behalf of Ms.[redacted]. I understand that some of the contracts she accepted are not cancellable, and the other options she requested that we were able to cancel we did. I would like to speak with Ms. [redacted] to see if we can reach an acceptable middle ground.

Was sold incidental insurance , first incidental not covered ! Sales person[redacted] specificity told he that is was absolutely covered !I purchases my [redacted] in [redacted] 2015 . When it was time to purchase extra insurance for incidentals I was not going too. While talking to my sales person , tony lahm , we were speaking how my dog chewed the arm that operates the wipers and how it cost my husband [redacted] to fix it . [redacted] said " if you bought the insurance that's covered "! I replied " really ?" He went on to say and I quote , we would cover it because WE HANDLE the claim ! If it's broke we just write broke period ! Well low and behold my dog hit my wiper arm ! But I'm covered so I thought ! When it he dealer called me to give me a price on the part I immediately informed them that I HAD purchased the insurance and that tony specicifly told me I was covered . Another call tony says I misunderstood ! I blatant lie on his part! When I said that he was not telling the truth he never got back too me ! I feel so mislead and in this case completely lied too .Desired SettlementI want the wiper arm replaced as promised Business Response Contact Name and Title: [redacted]Contact Phone: (XXX)XXX-XXXXContact Email: [redacted]I have spoken with Ms.[redacted], her claim is not covered by the product she purchased.She purchased an interior/exterior protectant system that protects the exterior from environmental fallout and protects the interior from sun damage, stains, tears to the interior due to normal wear and tear.The protectant unfortunately does not protect the interior of a car from dog bites or dog chewing on the wiper control arm.I would gladly work out a discount with the client for the repairs needed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Sales person misrepresented insurance Final Business Response Our position remains unchanged, there is no warranty we sell that will protect against dog bites.The product is a wonderful product, but not against that type of damage.I would gladly work out a deal, heavy discount on parts and installation if the customer desires.

Bought a car from out of state. Sales tax was listed as 5%, but ended up over 15%. Should have been 0. Name on contract wrong. DMV issues.Purchased a used BMW on 7/26/13. I live in VA and flew to MA to pick it up at this dealership. The first issue was that none of the DMV paperwork has been handled by this dealer so I am unable to register or drive the car in my state. Dealer is unwilling to resolve saying that they use a third party so it's beyond their control. Meanwhile I paid $724 for title and registration fees to have the car sit in my garage unable to legally drive it. Second issue is the sales contract is wrong. My name is spelled wrong which was supposed to be corrected while I was at the dealership, but wasn't. This will cause me to show up as an alias name on my credit report and has yet to be resolved. The sales tax was incorrect at 15% instead of 5%. It was correct on the hand written contract, but not on the final typed one. I now financed 3 times as much sales tax which will just increase my payment and payoff. They were supposed to handle financing with my credit union prior to me picking up the car, but didn't so I was forced to go with BMW internal financing. This resulted in more profit to the dealer while I have a higher interest rate and payment. When I call for resolution I'm treated as if I don't matter since the sale is over and they have the money for the car. I had to call BMW corporate to complain before the [redacted] would return my call and then it was just a text. I've been to the VA DMV myself and sent the dealer additional paperwork they can send to the DMV which would help resolve this yet the dealer has yet to fill this out and return. I also was told this was a non smokers car and verified this in writing with the [redacted]. This was not correct either. The car was smoked in and will take significant time and money to remedy. Had I not already spent money on a one way ticket to pick up the car I would have reconsidered given the smoke smell. My entire experience has been horrible. I can't speak to the quality of the car yet as I can't drive it without proper registration. I can only hope it's far better than the dealer and sale experience. I've not had resolution on any issue and am not sure that I will unless a third party steps in to encourage them to do the right thing. Meanwhile my first payment is due on a car that I can't drive and no one cares to solve that issue.Desired SettlementRegister this car ASAP, refund the overcharged sales tax, refund the title and documentation fee, correct the spelling of my name, coordinate with my credit union to finance the car as originally requested, credit my first payment via BMW financial since I can't even drive the car without the dealer handling the registration and my first payment will be due before it's even resolved.Business Response We have corrected the following:Registration is done.Excess in taxes was returned to her.We are currently dealing with a dealer in her area to help resolve some of her complaints about the vehicle.We are always focused on customer satisfaction.Consumer Response This case is not closed. Only 1 of the 3 warranty issues was resolved by West Springfield BMW. They still need to replace the rear main seal and transmission pan with gasket and sleeve. Both items are covered under the 90 day MA Limited Used Car Warranty, yet they refuse to replace them claiming they are not safety issues nor something they noticed in their inspection. Neither are valid reasons for not honoring the warranty. Two independent service centers agree that the leaks are old and something the dealership should have addressed before sale. For the record the registration and refund of excess taxes took the dealer 1 month to resolve with no consideration given for the inability to use the car while waiting for them to do their job. The tires and alignment warranty issue took 3 weeks to resolve with daily interaction required to force the issue and another 2 weeks of non use of the car.I still request the 2 remaining issues to be resolved.Final Business Response [redacted]-I have reviewed Ms. [redacted]'s continued request for action on her BMW335xi Sedan.I want to ensure all parties involved that we took careful discretion whenchoosing how to proceed with Ms. [redacted]'s initial concerns with her vehicle.At time of concerns, I took the time to review any and all evidence providedto me by my Service Department, BMW of North America, and The State ofMassachusetts.This said, my Service Department and Technician recall this as being a wellmaintained vehicle. At the time this vehicle came into inventory, itunderwent a MA Safety inspection and not only met the criteria outlined inthe MA used car warranty, but also the higher standards that our corporationplaces on safety inspections for Pre-Owned vehicles. After Ms. [redacted]'s initial concerns, it was brought our attention that aVirginia BMW Center was stating that Ms. [redacted]s BMW 335xi was also callingfor many items of recommended maintenance. At that time I pulled a BMW keyread printout, that was taken when the 335xi first arrived in our inventory.At that time, any and all recommended services were completed and up todate. This key read was shared with Ms. [redacted], her representative at the VABMW Center, and our representative with BMW of North America. All partiesconcur that the vehicle was in fact up to date on service at the time ofsale to Ms. [redacted].This only leaves two remaining items of concern. Item 1 was an issue ofuneven tire wear, brought to Ms. [redacted]s attention by her private mechanic andher representatives at the VA BMW Center. Item 2 was an issue of sepage fromthe transmission pan and rear differential of the 335xi. As MA Used carWarranty clearly states, the dealer is to cover any safety related itemsconcerning function or drivability of the vehicle, it's engine, it'stransmission/drivetrain, or any miscellaneous items such aslights/horns/battery function or wipers; it makes no mention of sepage/leaksfrom gaskets or housing of these mechanical parts.The only item in question is the uneven wear on the tires of the 335xi, asthe are no requirements on the MA Used car Warranty laws that coversepage/leaks of fluids from the transmission or drivetrain of a vehicle. Thelaw is put in place to cover the moving parts of the braking systems, driveaxels, transmission/ gearing function and drivability/ working condition ofthe engine itself. All other items in the MA used Car Warranty requirements were either met oraddressed by our dealership at time of inventory.The MA Used car Warranty Law clearly states the vehicle must be brought backto originating dealer to address these issues. In an effort to notinconvenience Ms. [redacted] any further, we looked past that and decided toaddress the only outstanding issue (the tire wear). I offered to fullyreimburse Ms. [redacted] for (4) new tires, the cost of mounting and balancing,the cost of a four wheel alignment and the cost of labor for a above listeditems. We reimbursed Ms. [redacted] directly after receiving the invoice from herrepresentative from the VA BMW Center.Thank you.[redacted]Sales ManagerBMW of West Springfield[redacted]@bmwwestspringfield.comFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Mr. [redacted] is neither an attorney nor a representative of the MA state government consumer affairs and is not qualified to emphatically make statements of fact regarding the law. My research has shown information contrary to what Mr. [redacted] states as law above. There is no "criteria" as he states in order to meet the MA Used Vehicle Warranty. My information was obtained from the mass.gov website which also provides a "Dealers Guide to the Massachusetts Used Vehicle Warranty Law". What "is" covered is not listed in detail as Mr. [redacted] states, but what "is not" covered is listed as follows:"Defects Covered: Only defects that impair your vehicle's use or safety are covered. Defects are not covered if they: *affect appearance only;*are covered by the manufacturer's express warranty and the dealer assures that the repairs were made;*are caused by negligence, abuse, vandalism, or accidents unrelated to the defect;*are caused by repair attempts made by someone other than the dealer, its agent, or the manufacturer; or*are caused by substantial change made by you to the vehicle (such as installing a sunroof that was not part of the vehicle when you bought it).Failure to comply with the Used Vehicle Warranty Law is an unfair and deceptive act or practice under the Massachusetts Consumer Protection Act, c. 93A."My car was in the shop for 11 days and unusable while I waited for Mr. [redacted] to so graciously offer to finally honor 1 of the 2 warranty items. This fact meets the MA Used Vehicle Warranty Law usability criteria above. The remaining warranty issue if not corrected under the warranty will lead to further inability to use the vehicle. Direct incompetence on the part of West Springfield BMW with the registration and title lead to an additional 1 month of non-use of the vehicle while this is not a warranty issue it shows lack of customer service and incompetence on their part.Mr. [redacted] hides behind his "effort to not inconvenience" me when in fact what he is doing is denying repairs. The "Dealers Guide to the Massachusetts Used Vehicle Warranty Law" clearly states that I can have the vehicle serviced by another dealer at the expense of the selling dealer. "Under the law, the dealer may repair a vehicle either by performing the repair directly, or byarranging and paying for prompt repair by someone else. During the repair period, the dealer is alsoresponsible for paying the reasonable costs of towing the vehicle from the point of breakdown up to thirty(30) miles, in order for the consumer to obtain required repairs or to return the vehicle to the dealer."In addition to the Massachusetts Used Vehicle Warranty Law I am protected under the "Implied Warranty Law" which also addresses the remaining warranty item. "Implied Warranty Law: The implied warranty of merchantability is a guarantee provided by law in the sale of all consumer products, including automobiles, even if they cost less than $700 or have been driven 125,000 miles or more before sale to you. The implied warranty is in addition to any express, written warranty. Under the implied warranty, a product must do what it was designed to do with "reasonable" safety, efficiency and ease for a "reasonable" period of time. If it does not run properly, the seller is responsible for repair, replacement or a refund. The law does not define the word "reasonable." This will depend in part upon the condition, age, and sale price of the vehicle."The main transmission seal leak will cause major damage if not addressed and fixed. It was clearly stated in writing by another BMW dealership that the leak was old and known for some time and in no way could have been missed by a reputable dealer at sale. West Springfield BMW in my experience is incompetent and underhanded. My entire experience with them has been dishonest and nowhere near the BMW standard they claim to exceed. They lied about the car being from a non-smoker, they lied about misplacing my credit union paperwork to force BMW financing on me so they could get a financial incentive, they couldn't even spell my name correctly which caused alias credit to be obtained, they took 1 month to register and title the car making the vehicle unusable, they charged 3x the appropriate amount of sales tax and then took 1 month to refund that, they never honored one verbal commitment made by even the GM [redacted] let alone his staff.They took this car in with 29,474 miles on it knowing that at 30k it would trip several items that would need service. They salesperson assured me that the 30k miles service was performed in advance to "save me from having to deal with it" thereby making this purchase a "fantastic deal" . As you can see by Mr. [redacted] correspondence this was also a lie as the key data would have shown this service which he clearly says now was not done or even due. They have a legal responsibility to fix the remaining warranty issue and I will continue to fight until they do.