Poor Raquel. She only wanted to return her leased BMW. Following instructions to bring her car to any authorized dealership, she arrived at Brecht BMW in San Diego. Brecht’s manager refused to accept the car, a decision he conveyed by screaming in front of her kids, threatening to call the police, and telling her to “go back to Volkswagon” because she didn’t “deserve to own a BMW.” Raquel writes:
On July 19th, 2007 I drove my leased BMW in Escondido, Ca. (Brecht BMW). I was told by Chase (the lender) to take the car back to any dealership. That I should take a photo of the car in front of the dealership I am leaving it with and have the dealership verify the odometer reading, leave the keys with them and I would be done. If I did not turn the car into a dealership by the 19th, then I would be financially penalized.
I walked into Brecht BMW and the first sales person I met asked me if he could help me. I said yes I am here to turn in my lease. He asked if I had bought my car from them. I said no, I bought it from Irvine, but I was told by Chase that I could take it anywhere. He said no he couldn’t help me b/c Chase was closed and he needed the buyout amount. I said no, they told me that he wouldn’t need to do that b/c they aren’t buying the car. He then told me that he wouldn’t help me. I told him I would be penalized if I didnt’ turn it in today and that it was a fast transaction. I also told him that I lived 45 miles away and have little ones (who were with me) and it was hard for me to get down that way. He said he would talk to the manager. After a couple of minutes he came back and said no again, they couldn’t help me but could if I came back the next day. I again explained that I worked and lived 45 miles away. I asked why they couldn’t do it now — telling them that I am sure they would be able to help me if I was buying a car.
Next the manager came out and said, you need to leave or I am going to call the police. I asked for his name. He took out his business card and threw it at me. I said, I don’t understand why they are unwillinig to help me. I then started to explain all the problems I had had with the car over the 4 years. Based on my miles my car should have been in for maintenace 2 times — it was in about 10 times. Each time was 3 hours round trip of my time and gas for the extra diving. I was starting to tear up and he smiled. I told him that I was doing everything I was told to do and that they could provide me customer service, but were choosing not too. I said, I don’t understand why they won’t just sign the odomoter form. I said that I had better treatment from VW when I owned my BMW. He told me to go back to VW, because ‘I don’t deserve to own a BMW.’ He again said to leave or he was going to call the police. By this time my children were in tears because he was yelling at me and threatening me. We left without them ever assisting us.
The next day My brother spoke to the GM and explained the story. He never apologized and still refused to help us with the lease return. We also called BMW of north america. The rep on the phone said that they are a franchise and that corporate has no control over them. He said he would note it down, but ‘don’t expect a call back.’ Basically, corporate doesn’t care about customers being mistreated.
My brother took my car across the street from Brecht to Mercedes dealership. Who took the car, filled out the odometer form and took the keys. My brother was out the door in 5 minutes. Why did BMW refuse to help me with their own product??? I still to this day have not received any explanation. The only thing I can think of is that they were not going to make any money off of me that night so they didn’t want to help. Why is there no one in the entire corporation that cares about customer service. I have emailed my story to BMW North America, BMW WorldWide, and Brecht BMW — no attempt has been made to contact me or correct the abusive treatment I received.
Still to this day, the home page of Brecht BMW reads ‘we are an authorized lease return facility’…………….
More From Consumerist
-
Insurance Company Tells Daughter She Should Pay To Fix The Car That Killed Her Mom
-
All Those Add-On Services Airlines Offer Make It Harder To Shop For The Lowest Fare
-
Move Over Santa: Consumer Reports Issues List Of Naughty & Nice Companies
-
Chevy Dealer Really Sorry About Having Customer Arrested Over Pricing Error
-
Hey, How Hard Is It To Remake A Starbucks Drink?
Dealerships aren’t required to take a car back that didn’t lease to you, especially if you leased the car through Chase, I can guarantee they aren’t willing to help out, they could care less how the dealer treats you. Once the dealer takes back that car, they have to arrange the transport with the finance company and deal with the whole thing, and I’m guessing your car was in less than great shape or they would have been willing to take it back. Of course they don’t want to accept the car when the bank isn’t even open to get a payoff quote on it. Sounds like it’s your own fault for not being prepared and leasing through chase.
First I would like to apoligize on behalf of the whole Car business. They had no right to treat you that way. You finaced with a secondary bank so you should have been able to take it anywhere. Thats prob right they werent making any money so they could careless. I was with BMW for a few months and i saw it alot. Ive since moved to nissan and am a Fleet/ Internet manager and i havent seen anything like that at this dealership. I wouldnt just let this go write anyone and everyone about your bad experience especially about your kids crying beacuse there mother was getting verbaly assaulted. And thats why i own an infiniti and not a BMW. They think there shit dont stink.
You should see a lawyer, actually. What he did, because it was done in public, and in front of your children, was criminal in nature, slander, and traumatizing to your children. A lawsuit is not out of the realm of possibilities.
most large dealerships will accept lease returns even if the lease did not start there, i have always felt that is is good business if you treat the consumer fairly, it may result in another sale later because of the way they were treated, there are some other issues, when the customer drops the car off they normally drop there insurance on that date, if the dealer signs the milage and termination papers he assumes the liability(pissing contest if the car gets stolen or damaged),the consumer will also argue if the dealer writes up the actual damage on the car, the leasing companies usually take 1 to 2 weeks to pickup the car(creates space and key problems),dealers are not compensated for the storage, just another day in paradise!
I don’t blame the customer for being upset. No excuse for that kind of treatment. To blame Chase (even though there may be elements of truth in that), misses the point. The M-B dealer could help her, possibly because they have a relationship w/ Chase, or possibly because they knew they could work it out for the customer. I have to disagree with comments that all car dealers are crooks. I have worked with many over the years (e.g., Lupient Buick in Minneapolis, Williams Autoworld in Lansing MI) and have met some of the finest, honest people. I have also met some real terrible people. I have also had the pleasure to work with people at BMW North America, and there are some outstanding, amazing people. It sounds like certain parts of their organization need to be “re-focused” on customers, but for the most part, they are very professional. Treatment at dealerships really starts with the Dealer Principal and what she/he puts up with. Shame on the people at Brecht for playing in to a stereotype that kills automotive retail.
@liz72701:
“Not sure how many decades ago you had “history” with BMW’s, but the only car they sell in the “sub 40k range” is the entry level 3-Series. Everything else is considerably higher than 40k”
[www.bmwusa.com]
The 3 series, X3, and Z4 all start at under 40K. That’s 3 out of 7 lineups in BMW’s stable.
The new 1 series will add to that list of cheap BMW’s, making it 4 out of 8 BMW’s selling for under 40K.
That’s half of the lineup.
It’s totally fitting that the strongest defendents of the dealer are people who were dealers themselves (big surprise there, dickwads sticking up for their fellow dickwads), or people who own BMW’s (who are treated nicely as long as they continue to let BMW rip them off.)
Seriously does any woman wake up and think “hey I’m gonna get myself into a massive hassle with a dickwad dealership, and get myself so agitated and hurt that I feel the need to warn others against this dealer, because I’m obviously not busy enough with my job and kids?”
Those trying to shift blame from the dealer to the woman who’s doing a service to warn the rest of us are just retards.
This dickwad Brecht BMW dealer deserves to get their name plastered across the internet for their douchebaggery. Good thing this article is getting spread around all the automotive forums (which is where I read it).
Seriously people, consumers are supposed to band together, instead you are letting car dealers hiding behind screennames try to talk you into believing that it was all the woman’s fault.
@Carfan123:
Good thing this article is getting spread around all the automotive forums (which is where I read it).
Cool. Welcome to Consumerist. And you might be interested in checking out Jalopnik.com, one of our sister blogs.
@ KALIKIDTX It’s not the customer’s responsibility to earn a dealer’s business. If you are waiting to get respect from a customer before dealing with them, you are in for a slow week. It is the professional salesperson who is able to build rapport in minutes and give a competetive price (doesn’t always have to be the lowest) while showing genuine appreciation for the opportunity of a sale who is going to win the email blitz. It is important to “sell” the facility in these cases and confirmation that your doing something right is when they call you and explain your price was beaten by a few hundred dollars. First explain the reasons your worth $300 more and ask for the business right there and if they say no then you can explore the avenues of either taking or leaving the deal. Assume the competition is not as professional as you are and wait patiently for the customer to come around.
@ DOC BENWAY LOL!! about infiniti svc mgr.
In response to some of the questions that have come up:
1) The lease that I got was not a third party lease. I leased my BMW brand new, from BMW. I was told that the best rate was through Chase so that is who THEY used. I was not given a choice.
2) Brecht does work with Chase for their leases. After being told by the Sales Manager at Brecht that they did not work with Chase, I called the next morning as was told that yes, Chase did work with this dealer and that no only could I return the car to any BMW dealership. I could have taken it to ANY dealership (hence the reason Mercedes took the car back and processed it in 5 minutes).
3) There was no need for any banks to be open at the time of the car being taken back — I checked on this too. There was no buyout or any inspection needed at that time. Chase explained to me that I was to take pictures of the car in front of the dealership, a picture of the odometer reading and the condition of the car. Then the dealershhip (ANY dealership) takes the keys, signs the Odometer verficiation form and I would be done. The car is then picked up by Chase, insepcted at a secondary location and a statement would be sendt to me. The dealership had to do nothing but sign the Odometer verfication form. This was confirmed by Merecedes when we took the car into them. They signed the Odometer verfication form and we were done in 5 minutes. What I don’t understand is why BMW couldn’t have just taken the car back and avoided all of this. There was nothing that I did to them to deserve the treatment that I received. I just keep going back to the fact that the attitude was “you are lucky to have one of our cars” vs. “We are lucky to have you as a customer”.
I know there are people out there that feel that this incident has been embellished, I guess there is nothing I can do about that. Those managers that were there that night know that I was treated poorly. They also know that I did not do anything to deserve it. They knew they weren’t going to be making money and so they didn’t feel like providing any customer service — isIf I had even received aan apology from the GM the next day and hge chose to help us, this would have been all over. They have had so many chances to make this sutiation right and have not. My husband had a BMW as well. He works near this dealership and is not going to be near any others because he travels so much that okay? That is like a bank saying we have your moeny — now we don’t want to deal with you. Or because you walked into a restaurant 20 minutes before they close gives them the right to turn you away. Serving a meal would take longer then filling out the paperwork t retun a car. I have been in customer service my whole — whether from direct customer support while in college, to internal corporate support after graduation. I have always, gone out of my way to assist “customers” and treat people with dignity and respect.
And to address the comments made about my timing of it all. I contacted chase 1 month prior to my lease ending and again the week before. I told them that I was trying to sell the car in hopes of re-couping some of the money I put down on the car, which I ended up putting down on a new BMW (1 month before all this happened). They assured me that I could wait until the last day — that it was not any problem — a 5 minute transaction. As a matter of fact I had a buyer come look at the car that afternoon and that was one reason I turned it in on that day.
Ok, here’s an update:
I’m Raquel’s husband. MY lease is due on my BMW 325i tomorrow. I’ve read all your comments this evening, and while most of you seem to be siding with the dealership, I feel you should know what happened to me this afternoon.
I leased my 2005 BMW 325i from Harloff BMW in Encinitas. I work all over Southern California, and today I knew I would be down in the San Diego area, so I called first thing in the morning to Brecht BMW. I told them my lease was due tomorrow, and that I understand they take in lease returns by appointment only, and I wanted to make an appointment. “John” took some information from me over the phone, including my first and last name, my VIN #, and how many miles I had on my car. He then asked what time I’d be over, and I said “as soon as I finish with work, but I could try to be there by 6pm”. I actually made it to their dealership by 5pm. I had asked a co-worker of mine as a favor, to come over with me, so I had a ride home. I met with Rick Hilton, and he was very friendly to me. We talked about cars, drag racing at Qualcomm, all kinds of stuff as he proceeded to do the inspection on the vehicle. Then he asked me to go into the waiting room while he “had someone appraise the car, since I didn’t purchase it from their dealership”. I didn’t understand that part, but I waited….and waited…and then waited further. Finally, he came over and said “I just need you to sign the mileage validation” or whatever it’s called, and I went to his computer. I signed my name on the little electronic pad, and he asked me “Is this car in your name, your wife’s, or both?” I said I wasn’t sure, but I thought it was both. He then canceled the signature that I did on his electronic pad and excused himself for a moment, saying “I need to check on something.” I never saw Rick again. Instead, some other guy came out, introduced himself briefly, and said “what relationship are you to Raquel?” I said “that’s my wife.” He then said “We are allowed to choose who we do business with, and our business here has ended. You need to take your lease return to Encinitas where you purchased it.” I was floored. They KNEW the entire time that I was married to Raquel, and wasted an hour and 20 minutes of MY time AND my co-worker before telling me they wouldn’t take the car back. Now, before you go siding with the dealership again, here’s the answers to your questions:
1. This was NOT with Chase. It was through BMW Financial Services
2. I turned in the lease a day EARLY, not 30 minutes before they closed.
3. I called first thing in the morning and scheduled an appointment, so it wasn’t a “drop and run” like I think one of you accused my wife.
4. The reason I took it back to the SAME dealership that we had problems with before is two-fold: a) It was the closest dealership to me and where I was working that day, and b) I wanted to see if after that first fiasco, they’d change their tune and take my lease return, since there were some differences in the scenario (as numbered above)
I think one of you mentioned earlier on that one of the contractual agreements that BMW dealerships make is that they are required to take ANY lease return of a BMW, regardless of whether it was purchased at their dealership or not.
Just wanted to let you guys know Brecht BMW hasn’t changed at all in 6 months.
I would like to go on record by saying not only will I never buy from Brecht BMW, and will make sure none of my friends or clients I do business with do either, but I will never recommend nor purchase a BMW again. It’s just not worth the hassle. I know some of you will say “you were asking for it by going back there again”. You’re right. I was “asking” for them to have changed. I like to think people change, and I give the benefit of the doubt. Well, I was wrong this afternoon.
OH, one more thing: My wife’s account really happened. I know some of you think she poured on the waterworks or whatever, but my kids were and still are traumatized by the event, and we will be seeking legal representation regarding her incident, and now mine. Any lawyers out there want to take this one on?
Thanks for allowing me the opportunity to get my voice heard.
I apologize for the typos in the previous post. I wanted to go back and edit my comment, however, my computer crashed and inadvertantly sent the posting out before I was ready…..
Yesterday was the first day that my husband and I saw this article on the web. I want to state that I went to BMW by phone and letter several times trying to resolve this situation internally before I ever even considered going outside like this.
I know that I have been made out to be a bad person by complaining, but I was raised from my first job at the Marriott to the businesses my family owned that you provide exemplary customer service, no matter what. I guess I do walk into every situation expecting that. I don’t think there is anything wrong with a customer expecting good treatment especially when it is on a big ticket item.
I am not a consumer snob by any means. I appreciate all service that I receive and don’t “demand” anything. I was just horrified by the treatment I received I felt I couldn’t just walk away from it and have them think it is okay to do that.
As for my behavior. I do take responsibility for the fact I was turning the car in on the last day and in the evening. I was trying to sell the car and had a buyer looking at it that afternoon. That is the only reason I waited. I did, however, contact Chase on more then one ocassion prior to that day to confirm that I could wait until the day before. I even asked them specifically if they needed to be contacted and what was the process. They, again as I have said many times before, said all the dealer needs to do is verify the miles, call us the next day and we do the rest. They could have helped me that evening, they chose not to. I should have contacted the dealer, but this was my first lease and it didn’t ocurr to me.
As for the “water works”. I didn’t cry, although my kids did, because they thought I was going to jail. I teared up in frustration and john the sales manager seemed to get pleasure from that. The only reason I brought up my past frustrations is I was hoping that this guy would think, here is an opportunity to make a bad situation right. He could have handled it in so many ways. And yes I was upset because I wanted help and he wouldn’t give it to me. But the only reason I persisted was because I knew he could help me and had no reason why he wasn’t other than, there was nothing in it for him so he was going to turn me away.
The worse thing I said through the whole situation was, (after being told no 3 times), “this is bullshit.” After that the only thing they could focus on was that I “cussed on the sales floor” — which had no other customers on it at the time. He even proceeded to personally attack me and say that I was a bad mother because I said BS in front of my kids. Believe me he did more damage scaring them and threatening to put me in jail then hearing the BS word.
The following day with the GM when asked why they wouldn’t help me, the only thing he could say was that I said a cuss word on the sales floor. So what was their excuse for not helping me the first 3 times I asked? — before I ever said a cuss word.
I walked into the whole situation on a positive note. The first sales guy that came up, I said, hello, I am here to turn in my car. He said we can’t do that. I then explained to him the two different conversations I had with Chase and what they told me ther process would be. I did get more and more frustrated as they continued to aruge, but I never got personal and only continued to focus on the process and my expereinces as a customers.
Needless to say, I know that all dealers are not bad and I do like the BMW product. I have just been so underwhelmed with the level of service provided & appalled at the treatment I received that evening and the lack of concern by the higher ups.
If this had happened at the marriott or any other organization that strives for excellent customer service, regardless of who they felt is right or wrong — a manager would have been on the phone finding out what they could do to salvaege that customer relationship. Why is that not a priority for BMW????
This was my first big purchase in the car world and unortunately not a fun one.
Hi everyone. I thought I’d leave you with a little info on this incident. Raquel didn’t “go off” into any bitchy mode. The dealership wasn’t cooperative once she got there. Also, she asked the man she was working with to ask her manager who then also told her No because she didn’t buy her car at Brecht. She said it was “bullshit”, which is what made them get personal with her. I have video of the incident, but I haven’t released it because I will leave that for legal review.
As far as Raquel mentioning her prior unsatisfactory service experience, it has everything to do with BMW only because she is evaluating her enitre BMW experience up to it’s end with this lease return. The experience wasn’t good most of the time. There was a consistent problem with the car that Irvine BMW couldn’t repair right. Then when she was denied the lease return -exactly opposite of what Chase Bank said would take place- she attributed this as another BMW let down.
A lease return isn’t a big deal. All the dealership needs to do is 5 minutes of paperwork. I don’t care if you are a finance rep for Ford or wherever, this is not rocket science. Chase bank takes care of their lease returns themselves. they just need any dealer to take the paperwork from their internet site and document the information. After the customer signs the paperwork, then the customer goes on their way and the lender picks the car up later for damage evaluation and later closes the lease. Simple, 5 minutes of paperwork at the dealership.
What took place at Brecht BMW was completely unnecessary.
Just so everyone knows, I went to the dealer the next day with a police escort and talked to the manager Chip Pallid (because the men there got aggressive towards Raquel, Ii felt unsafe without the Police there). He told me he would not do the paperwork and kicked us off the property. I took the car to Mercedes up the hill and they did the paperwork in 4 minutes. I am not exaggerating. Anyway, there is a police report to support this and I plan to post it.
Anyone who has an opinion or question regarding Raquel’s experience I will be glad to tell you or have Raquel tell you as well.
Dang, what a shame and BMW NA should be furious..though I love BMW’s, BMW NA needs to stop hiding behind their “they are a franchise and we can do nothing” line of BS, which is crap….McDonald’s can yank franchises and so can MANY other companies!!!
However, despite the horrendous behavior of the staff, please do not lump all BMW dealerships in the same pile…there ARE great dealerships out there who DO care about people…
I’m just reacting to the idea that anyone does or does not “deserve” to own a BMW.
Hahahahaha…
…no…
…wait…
Hahahahahaha!
I have ALWAYS thought BMW’s were boring and unattractive. It’s not that I wouldn’t “allow” my husband to buy one, but I was dead set against it, with threats of never riding in it.
Don’t even get me started on the reality that if some as*-clown is pulling some kind of as*-clown move in traffic, that as*-clown driver is most likely driving a BMW.
Well, I finally (grudgingly) acquiesced, and my husband bought an M3. I will say the performance of that car is excellent. We also receive excellent service from our local BMW dealer. But the styling? Bleeaach! Plus, the sheer volume of BMW’s on the road makes them anything but exclusive.
I’ll never forget many years ago, when a (racist) dealer took me aside while my husband was wistfully shopping. (I was biting my lip with impatience to get outta there.) I’m not sure what offends me more: the racist comment the dealer made about people who (purportedly) can’t afford a BMW, or his presumption that I was like-minded. I grimaced at him and called to my husband that it was time to leave.
I think BMW enthusiasts believe they’re special, while the rest of us are laughing at their sheep-like behavior and ugly cars.