Suntrup West County BMW

User Rating: 1 out of 5 stars

Consumer's Original Complaint :
On 5/14/09 A.M. talked to Rob Winters about a BMW Z4. Came back in p.m. Arick Heffner greeted us. Told him we were working with Rob. Rob said hello and then Arick helped us and I test drove a 2008 & a manual 2009 Z4. Arick told me to price on-line. On 5/15/09 a.m. I sent e-mail from bmwusa.com site for pricing. Tim Eberhart called me regarding pricing on a 2009 Z4. He indicated if I just sign paperwork on Friday and put down $1,000 to purchase a 2009 Z4, that I could come in on Saturday test drive an automatic 2009 Z4 and 2 other cars (740, 650) and if I wanted to cancel the Z4 order, it was "NO PROBLEM". I could get a refund of the $1,000 deposit or apply it to another car. So I faxed the credit app. and credit card on the understanding that I could make a final decision on Monday 5/18/09. 5/16 pm Arick called and asked if we had a problem with him and why we switched reps to Tim. I told Arick that I told Tim up front about both Rob and Arick helping us the prior day. Now I am in the middle of Suntrup's sales reps tug of war! Did test drives on Sat 5/16 with Rob. Told him I am not sure about purchase and may cancel the order on Monday. Called Rob on Monday 5/18 am to say I was still unsure and ask if he could show me other 650's on the lot. Rob was not available, so I left message to call me back. Rob called back left a message for me saying "Congratulations on my new Z4 purchase!" I called right back to say I did not order the car. Rob said Tim ordered it on Friday, talk to Tim. Long story short: Sales Manager Orson Guyton FINALLY gets on the phone with me and proceeds to be belligerent and loud saying he will cancel the Z4 order, but UNDER NO CIRCUMSTANCES is he giving me a refund of the $1,000. I went to Orson's ofc. Wanted Rob, Tim, and Orson in the room and for Tim to lie straight to my face about what he said to me. I addressed my problem and understanding from Friday to all three. Tim sat there and said he knows their credit policy and would NEVER have told me I could get a refund. At this point, it is my word against Tim's. Orson is raising his voice and being belligerent. Told me he would NEVER consider refunding my money. It is against company policy, but I could buy a car with him. Why on earth would I want to buy a car from the likes of him?? Their sales and business practices are unethical and give car salesmen everywhere a bad name. Every one of them pointed their fingers at each other and had a different story. Tim said Rob ordered the car on Sat; Rob said Tim ordered it on Fri. Regardless, I was dissatisfied with their sales practices and misleading promises and had no further wish to do business with them; especially after Sales Manager (Orson) was yelling at me after I asked him to calm down and be reasonable. He would not provide his boss's name, the business owner's name, the regional BMW contact, no one! Said he is THE FINAL WORD at the dealership and if I wanted to talk to anyone else then I could find their number on my own. He said he was done with me and to leave his office. I left. I have no idea if they cancelled the order, but I do know I did not receive my $1,000 back. How could he, in good conscience, think he should keep that money which hasn't even posted to my credit card at the time I am writing this??

Consumer's Desired Resolution:
Refund $1,000 to my credit card and cancel the unauthorized order of a 2009 BWM Z4.

BBB Processing

05/18/2009 web BBB Complaint Received by BBB

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User Rating: 1 out of 5 stars

I have never had such horrible service from this dealership. If they expect a 5 in their survey they can take a hike! I brought my vehicle in for a faulty window regulator and was given a rental car. At 5:45 that night, after dropping car off at 10:00 am, I received a phone call telling me my car was ready and could I be there by 6:00 PM. I told them NO and I was told to bring the vehicle back in the morning preferably by 7:30 am. I was there on time and after paying my $50 deductible and waiting for the porter to bring my car around, I was told that it wasn't ready! I explained to the cashier that my service advisor called the night before to let me know it was completed. She gave me back my rental car and said that my "service advisor" would call me when he arrived at 9:00 am. At 10:30 I called my advisor and he assurred me that it was indeed ready but he was going to speak to the mechanic and see what the problem was. I received a call back around 12:00 saying that my vehicle was ready and I could come pick it up but the vehicle WAS ready earlier that morning. I must have misunderstood the porter. the cashier and the mechanic.

I went back up to the dealership and as I walked inside, my advisor looked up and said absolutely nothing! I told the cashier that if she was sending me a survey to complete not to waste the stamp because they sure didn't want to hear what I had to say about this experience. As the porter drove my vehicle around to the front, I noticed it was wet. I guess spraying down my vehicle with water constitutes a car wash! My 6 year old could have done a better job.

I have kicked myself in the head every time I need my vehicle serviced. Once for buying it and the other for bringing it to Suntrup. From now on.....I think I will try Plaza Motors. They have to be better because I have already experienced the WORST.

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User Rating: 1 out of 5 stars

I agree with all the other poor rating that this company has recieved. They have no desire to service customers. I paid for and IPOD connection $649. The connection never worked and they told me it was my fault. They refused to refund my money or fix the connection. I ended up going to a real dealership in another state to have the thing repaired. I would never buy another BMW if it had to come from Suntrup. They absolutely suck!

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