Justin Salao

Review of BMW of Sterling

I bought a used 2015 car back in April 2018 with 3...

I bought a used 2015 car back in April 2018 with 30,500+ miles on it. Before purchasing, I was told that all scheduled maintenance were done on the car. Given that it is a BMW dealership and that the previous owner is an associate, I trusted. I scheduled an oil change roughly 2 weeks ago and was informed that the spark plugs ($900!) needed to be replaced. I was also informed that it needed to be replaced every 15k miles and it was done when the vehicle had 14k miles on it. Assuming that this is correct and based on what my sales person told me, the spark plugs should have been replaced at 30k miles before the vehicle was up for sale. I reasoned this with the service advisor and said he will reach out to their General Manager to see what they can do for me. A few days later, he left me a message stating that the reason why the spark plugs were not replaced was because the service was not due when they scanned my keys and that it was not due until September of 2018. I told him that I absolutely cannot comprehend that reasoning given that in our previous conversation, the spark plugs were to be replaced based on the mileage on the car and not the age of the car. We have been going back and forth for the past few days and OF COURSE they are sticking to their reasoning.

There have also been other instances in the past where I would leave multiple messages for the service department and not get a return call.

I have contacted BMW Headquarters and their response was favorable. A formal complaint has been added to their data base.

Very poor customer service.

***UPDATE***
I appreciated the call back from customer relations, but the "resolution" was just a reiteration of what was already said. They didn't work to resolve any issues and could care less about what your reasoning may be.

If you're in the market for a used car, be very cautious! Ask as many questions as you can think of and make sure everything is documented. It's very difficult to make a big purchase from a business that lacks integrity.