Dan M

Review of BMW of Murray

Let me start by saying that this is the first time...

Let me start by saying that this is the first time I have ever left a negative review for anyone in my life but this has to be the worst customer service I have ever experienced from any business. I expected much better from BMW. In December 2012 I purchased a 2009 X3 with 27,000 miles from BMW of Murray's pre-owned lot. This year the clear coat on the driver side door began peel so I took it into the service department for them to have a look. On my initial visit the service department employees were very polite and told me to make an appointment for the following Monday when the service/warranty manager(Dan) would be in. I did just as they instructed, made my appointment and showed up Monday morning. When I arrived Dan and another service employee came over and looked at the paint for a few minutes. Dan was looking at the paint pretty closely and said, it looks like this door has been repainted but it doesn t look like anything we would have done because we wouldn t accept this quality of work. He then told me they would look into and get back with me pretty quickly. I waited 4 days and had not heard anything so I called and left Dan Taylor a voicemail. 3-4 more days later I still had not heard back so I called again and left another voicemail. He was clearly in the office as he updated his personal voicemail everyday with the current date and his hours. 2 weeks after my initial visit I drove in twice and had left 2 voicemails with the service manager and still had no clue what was going on. Finally, the following Saturday I received a call from Aaron (one of used car salesman) at BMW asking me to bring my car in to have a look. So I went down right away to have them take a look. He then asked me to follow one of their techs over to a body shop(not affiliated with BMW) and have them take look. I thought this was kind of strange but I didn't say anything and just did as they asked. It turned out that the vehicle that I bought from BMW of Murray had to have the front and back driver side doors repainted prior to putting it on their lot for sale. This was not disclosed at the point of sale nor on the Carfax. This is unfortunate for me as I m now learning that 20% of the paint on this vehicle is voided from the manufacturers paint warranty even though when I bought the vehicle I was told the remainder of the manufacturers was valid. Fortunately the shop that BMW had used agreed to fix the paint under warranty. I then asked Aaron if they would have a loaner car for me when the paint was getting fixed. The first response he gave me was that they didn't have a vehicle available for to loan this week. I then asked when they would have a vehicle to loan and the response I was given was it would be a pretty long time before they would have a car available saying it was a very busy time of year. I said, "Ok, well I can wait. How long is a long time?" His response then changed to, since this is not a BMW service they were not going loan me a vehicle. Neither Dan (who still hasn't called me back) or Aaron ever apologized for the length of time it took just get a response nor apologized for the defect on the vehicle. He basically just said this is not a BMW of Murray problem. Since this is not a BMW Problem I had to pay for rental car for 4 days out of my pocket. What I take from that is BMW of Murray does not stand behind their pre-owned vehicles nor the shops they sub their work to otherwise I m sure my experience would have been completely different.