Andrew Kaufman

Review of Passport BMW

We just picked up our new car from Passport -- ove...

We just picked up our new car from Passport -- overall, it was a good experience as the sales department was courteous and prompt in responding to us. They also worked with us to get into the car we wanted at a price that was reasonable. For Sales, no complaints and an all around good experience.

The experience however was far from perfect and we had a number of hiccups when we went to pickup our car, after finalizing all details on the phone. First, we had to work with sales to correct a number of "flaws" on the car. There were some minor cosmetic "knicks" and some dirt we wanted taken care of - they never asked twice or declined. Of course, if we're buying a car, we expect those to be caught prior and it to be spotless. We want it to look new and be detailed! Oh well, it happens and they corrected them all perfectly before we left. Thank you for that!

We also expected pickup to take about an hour -- we ended up being at the dealer for 3 hours, during COVID no less, being in and out of the dealership and into offices. Part of that was cleaning up the items i noted above, so that's understood. After verbally agreeing to all terms and even signing all docs on our car at the dealership, we were sent to finance to finalize the details (I thought we did that...). Upon sitting down we were told our price wasn't our price and that "we're finance and they're sales, they're not always right" -- we had already locked in the deal! After some significant skepticism, Finance went to check with sales. Thankfully sales was in agreement, and well, we had already signed everything. Then came the heavy sales pitch on extended warranties (whatever, I had asked for info on those), though we were scoffed at for declining them (and for previously driving a Buick... ). Anyway, we declined the warranties and just had to get out of the dealership at that point. We were essentially ushered away to finalize payment and off we went. Once we decided to not move ahead with a warranty, finance couldn't have been quicker to get rid of us. I'd also be remiss if I didn't mention that not everyone in the dealership had masks on. It was just one employee we saw wandering around without one, who wasn't working with us luckily.

Anyway, back to Sales. They helped get us off the lot and off we went. As I said, Passport helped get us into the car we wanted, at the price we could manage. We're thrilled. The whole experience just left a sour taste in our mouth after the Finance experience and the length of time at the dealership. Not what I'd expect from a BMW dealer especially when it should be an exciting experience. It'd be a 4 or 5 otherwise.