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.