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The good, the bad, and the ugly - discover what customers are saying about Tom Bush BMW

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5:19 pm EDT
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Tom Bush BMW Service department - terrible customer experience

I see a trend with the reviews. Positive feedback on sales and negative reviews on service. My experience has been no exception to the trend. I too have left messages with no return calls. I have just incurred $2, 800 in charges with no tangible results. I have had my car in for service 4 times since it was purchased last November. At each visit I brought up strange noises and burning oil. I was consistently told there was no issue. This last visit I brought the car in stating there was engine noise and the engine was lugging. Again, my advisor Steve stated that they could not identify any problems and suggested I get the spark plugs changed. Furthermore, he stated the tech took my car out for a drive and did not hear any noise. I picked my car up and a day later experienced "drivetrain failure" message and a check engine light. Immediately called and took it in the next morning. Now, understand that a day ago there was nothing wrong with the car. The diagnosis according to Steve was that the error codes could not give the enough information and they would need to break down the engine to know exactly what was going on - at a cost of $2, 200. Understanding that they now have charged me $2, 800 for no tangible result. So, the findings from the $2, 200 breakdown was that they think the engine needs to be replaced. I asked for a detailed breakdown and estimate of the work to be performed, waited a day and a half for this information and finally called to get the estimate since I was obviously not going to get a call back. When I called, Steve did not have the quotes pulled together and gave me rough estimates for repairs. $8-10k to replace the engine that I would have to buy... so, this was how a customer gets treated? Keep in mind they have serviced my car since purchase and let the car go out of warranty with my complaints to come back and attempt to charge me $2, 200 for engine breakdown, oil change and spark plugs at $600, engine replacement at $8-10k. This is in addition to my buying an engine at another $8, 500. This, in my opinion, is the definition of screwing your customer. I hope that this makes everyone the wiser and nobody finds themselves in my position. I also asked since I was out of warranty if Tom Bush would assist in speaking with corporate on my behalf, which also was met with no response. I escalated to Brian, and also left messages for the general manager, Teles. No response or assistance.

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8:47 am EST
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Tom Bush BMW Customer Serivce

I recently purchased a vehicle from the CPO department. I was told several things by the sales associate (George) that were not true during the transaction. I was trading in a truck that had a lot of extras on it. When the truck was appraised this establishment low balled the price. I inquired to the sales associate about all the extras on the truck and was told they didn't change the value of it. After progressing further in this transaction, my husband informed the sales associate that he would be taking items off the truck then. The sales associate then told my husband that he couldn't take things off the truck even though he had said they don't change the value of the truck. When we came to the establishment to further complete this transaction, the sales associate had been given a payoff amount from a customer portal and was told that the amount was estimated and the bank would need to be contacted. The sales associate informed us that they would contact the bank for the full payoff amount and its usually a difference of around $60 and it would be taken care of by the dealership. The transaction was completed on Nov.5. I then received a call from the sales associate on Nov. 12 informing me that I needed to pay them $265 for the difference and that they had not completed the payoff or paperwork and would not be doing so until I paid the $265. I questioned the sales associate about what he had said regarding BMW contacting the bank and that any difference would be taken care of by them. The sales associate proceeded to yell at me over the phone and then make legal threats regarding the paperwork that had been signed. I requested to speak to the manager (Andrew) at this point because of the way the sales associate had treated me. He was of no further assistance and had the same level of customer service. I was informed by him that I should be happy with the transaction because they were making no money off this deal. I am disgusted that a manager would say this to a customer that just purchased a product.
Needless to say after contacting BMW corporate headquarters, the general manager at Tom Bush BMW, the sales manager, and the financial manager they assume no responsibility for the poor customer service or lack of integrity and truth that occurred. It is now Nov. 15 and the payoff has still not occurred. I will never do business with this establishment ever again. They claim they operate under truth and integrity yet I witnessed a business that operates on lies and deceit and the worst customer service.

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TomBushFamilyofDealerships
Jacksonville, US
Nov 29, 2012 10:44 am EST

Hi my name is Brian Bush and I wanted to truly apologize for your experience at our my family's BMW CPO store in Jacksonville, FL. I am also sorry about the misunderstanding of the balance you owed on your car. Sometimes during hours the banks are closed, we either have to use what the customer thinks their payoff is or use an approximate amount. Unfortunately, this is not always the most accurate way to do it, but we have to accommodate our customers whenever they have time to come in. We try to make sure customers understand this and there is a form stating this when you signed up to purchase. I hope this was done for you too. I can send you this form just to make sure that George showed this to you.

I am also truly sorry (and shocked) George got upset with you and yelled, he usually is the most soft spoken and friendliest person you would meet. I have spoken with him and he wanted me to make sure you know he was unaware he was making you uncomfortable.

In regards to the options, we are always OK with customers removing items from their vehicles, but if removed, they can not alter the performance of the vehicle. In your case, one of the items you wanted to remove, would make the vehicle inoperable. That's all we required you to keep in the vehicle and I hope you can understand that. It seems that maybe it was not explained to you in the correct way and I wanted to make sure you knew the reason.

We strive everyday to assist our customers and truly make them feel like family. We take ALL customer's feedback and try to correct any deficiencies so that they would not hesitate to come back or even refer friends and/or family to us. So I hope you can accept our apologies and give us another chance. Please feel free to call me directly with further questions or comments at [protected].

Thank you,
Brian Bush

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5:56 am EDT
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Tom Bush BMW Service horrendous

I purchased a BMW from Tom Bush with a CPO for 100, 000 miles. At the time of purchase it was clearly mentioned to me that the CPO covers "bumper-to-bumper" except for tires, batteries and lights.

I took the BMW to the service facility at the dealer I bought it from - Tom Bush BMW at Atlantic Blvd with a complaint that my driver's seat doesn't adjust, it works erratically. They came back and provided me an estimate that they will need to replace the seat trim and that the seat trim is not covered under warranty. I agreed and they went ahead replaced it and I paid the full price. Upon delivery I figured that the problem I brought in the car was NOT fixed. I immediately went back to the Service Advisor - Paul Leno and showed him the very same problem that I had brought in the car for. They made me wait for several minutes before the mechanic showed up and said that the problem needs to be repaired. The mechanic also pointed out that the passenger seat also had the same problem (a problem I had not noticed before). I mentioned it to Paul that BMW charged me for fixing nothing! And that the very fact that there was a mechanical working problem of the seat electrical adjustments it must be covered under the CPO. Paul said that he will check with the Service Manager Brian. Later, Paul called me and gave me the number to call Brian rather than solving the problem. I spoke with Brian and told him about the whole situation, Brian again told that CPO doesn't cover it - when it clearly to me is a mechanical working failure. I told Brian clearly that if I have to pay my own money to fix it, I will like to get the drivers seat repaired as it is a SAFETY issue for me driving the car. He said that he is going to credit 50% of the seat trim repair price to the repair. Next day, Paul called me and told that the car is ready, when I went to pick it up, I was given a bill for over $600. He told me that they were charging me for both the seats. I told Brian the exact same sentences that I had told him the day earlier. Brian was audacious enough to tell me that he didn't know that they were doing both the seats. Now, is it my problem that the service manager doesn't know what is going on in his department? Then he goes on to say that he doesn't need a customer like me and that he doesn't care about me taking my business elsewhere. This is the most horrible customer service experience that I have ever had in the USA. I need your help to make it clear to the managers at Tom Bush and BMW that this kind of service mentality and attitude is unacceptable. I know of several other folks who have similar horrible service experience at Tom Bush BMW - Atlantic Blvd.

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tim
, US
Mar 11, 2016 6:50 pm EST

Same issue
550I with transmission problems, brake problems, steering wheel leather coming off, drivers seat falling apart. BMW's response "characteristic' of the car. Tom Bush's response "could not replicate issue" Shame on you. #550iLemon. You've sold the last one to me!

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Buyers nightmare
Jacksonville, US
Feb 17, 2015 9:07 am EST

We've had a very similar issue at this location. They're horrible and never own up to anything. Once you purchase your car they have no problems letting you know they care nothing about your issues with the car you've purchased from them.

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