BMW of Columbia refused to let reader Barry test drive a 135i because he was not a serious customer. The dealership didn’t tell Barry what would make him a serious customer, but they seemed offended when Barry explained that he wasn’t going to buy a car that day.
Barry writes:
Well, I went to test drive a 135i demo at BMW of Columbia in Columbia, SC. The car in question was being pulled in from a test drive as we drove onto the lot. A salesman (note that I refuse to call these particular clowns Client Advisors…no offense to BMW CA’s in general) followed us around as we looked at the car, sat in it, played with controls, etc. He knew virtually nothing about the 135i but that didn’t worry me a lot.I asked if I could test drive the car and was told yes we could take it out after they took my license info. We went inside the dealership and after waiting a few minutes the salesman came back and said the manager wanted to keep the miles down on the demo, therefore I wouldn’t be able to drive the car unless I demonstrated I was “a serious customer”. I’m not sure what could have indicated that we weren’t serious, and the salesman wasn’t clear on what we needed to do to demonstrate “seriousness”. I politely informed the salesman that I wasn’t going to be buying today but in no case would I buy a car without driving it first. His response was “well, we just need to know that you’re serious…”, again without indicating what would be required to demonstrate this. At that point I simply said “congrats, you just lost a potential customer”. I then found the sales manager and told him the same thing before leaving in a huff. Sorry, I’m a sensitive guy.
Some answers to potential questions about this incident:
- I was with my wife and 23 year old son, who drove his own BMW onto the lot. Needless to say, we looked like customers that could afford a 1-series…
- The demo had just returned from a test drive with “serious customers” who subsequently left without buying a car.
- Neither the salesman or sales manager indicated what their metric for customer “seriousness” was, and I was in no mood to attempt mind-reading. If they’d simply ran our credit score they would have been showing us most anything on the lot…
- I’ve contacted the dealership and BMWNA about the incident. I don’t expect anything to come of it but if anyone knows how to get their attention please let me know.
- I do have other satisfactory options for where to buy to the car, but I will not excuse the sleazy behavior of this particular outfit.
Note that I’d already been warned by an enthusiast acquaintance of mine that BMW of Columbia is a low-class leasing mill. My experience seems to bear that out, as we probably didn’t look like we were going lease anything (being “buyers”).
Um, we’re loathe to put it this way, but BMW of Columbia should really take their customers more seriously.
(Photo: Getty)
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I will have to say that BMW Dealerships in general are to smug. Before my current car I had a Mini which was bought from Global Imports Atlanta a BMW/Mini dealership. While the sales was decent, all future (free included service) was a real pain since I had a Mini not a BMW and those people deserved to be put first despite me always booking exact appointments, not getting a curtesy car and wanting a quick turn around for an oil change and expressing this.
Needless to say the attitude has made me not consider BMW or products again. I now have a Mercedes and have been treated much better as is my friend as well who always test drives wearing T-shirts and shorts.
My point wasnt that he didnt get proper service. My point is there was no reason to give us that extra information. With the extra information he just sounds like he is bragging. Who cares if his son drives a bmw? Who cares about his credit?
Knowing he has good credit doesnt effect the situation as the dealer didnt know his credit. if they had run it and still refused a test drive then fine mention but to me the way it was posted just stinks of the guy bragging about how well off he is.
A similar thing happened to me but at least with me it kind of made sense at the time (me being only 21). I went down to a Honda dealer to test drive an Acura TL. They would only let me sit in it. I wasn’t too ha
ppy about it so I went home and did research on the car. When I discovered that I had to use premium fuel I jumped on my second choice which was a 2005 Legacy I had seen used online. Went to the dealer, expecting similar results but was surprised when I mentioned I was interested, they had my license copied and me in the car within 3 minutes of walking in the door. I told them I’d think about it. Bought it the next day because it’s a SWEET car!
@Git Em SteveDave: The weather here in El Paso has been sunny with temps in the 70s to 80s for the past couple weeks.
Well, from the horror stories of BMW dealer antics here, is it safe to assume the reason so many pricks drive BMWs is because they like dealing with their “own kind?”
@Sifl: If I was loaded with money out the butt I’d still be dressing casually as long as I didn’t need the costume. And when investigating a car dealership’s service, I would want to know how they treated PEOPLE and not the costume. After all, I might not want to get all dressed up to take my car in for an oil change – so if the salespeople treat you like garbage then you can bet the rest of the company won’t be much better.
I had the exact same experience at a BMW dealer. I wanted to buy *that day* and I literally could not get anyone to care. I could have gotten into any of their cars, taken a nap, gone to the bathroom, whatever. I practically begged someone to help me and they gave me a card and then decided it was closing time. The next day was some kind of national ‘BMW’ holiday where every dealership was closed (I was willing to go to the next nearest one). Well gee, I guess they don’t want to sell cars.
Yes, I was dressed as if I had just ‘risen from the grave’, but nobody else gave me that kind of treatment. Certainly not the Audi and Acura dealers who were more than willing to help me find something I was happy with (unfortunately neither of them had what I wanted in stock, and I needed a car soonish).
I will never again consider BMW, and anyone who is considering BMW will get an earful of my disdain for them. I could understand if it was a Ferrari dealership, but come on… it’s freaking BMW. They’re not THAT exclusive.
I can’t believe how hard it has become in our society to actually GIVE people money.
Did the “victim” ask to speak to the manager who issued the limited test drive rule? Talk about some serious intent to buy a car in the near future (ability to buy isn’t the same as intent)? Talked numbers regarding the pricing? Those all seem like simple ways to resolve the issue if the “victim” weren’t so “sensitive.”
It may be a terrible dealership, but this is a weak story.
The dealer was a total ass and did not deserve your money. DO NOT WASTE ONE PENNY IN THIS JACKASS OF A DEALERSHIP. I have money and dress like a slob sometimes. If they will not wait on me, then I would but another brand from a differnt dealership. Times are hard (even for BMW dealers), and they cannot aford to be stupid.
The 1 Series is hideous looking … the salesman did you a favor.
@ColdNorth: Sort of the point of what a “busy Saturday” is all about: selling cars! But how can you do that if you blow off the actual customers?
@Beluga: Race card!!!
@danio3834:
“… but there are those that know time is money, and wont bother with a customer who just wants a dog and pony show.”
But what about my time? My time, too, is money, and if I’m investing time in looking at a car, I’m a serious buyer.
“I’m not sure if anyone here has been in car sales, but while that salesman could have been taking 30mins to an hr showing these people the car, pricing it out, etc…he could have sold a buyer a car.”
That’s the catch! How do you distinguish the “buyers” from other people? We have, here, a case where the salesman labelled a “buyer” as a “non-buyer”. Which is a self-fulfilling prophecy, no?
@Applekid:
OEMs have tried and still have some factory owned dealerships. IIRC Chrysler called them “pilot dealerships”, regardless they found out they were worse at selling cars than most of the franchise dealerships. A few states dont even allow factory owned dealerships, but in the end it is the local management that sets the tone no matter who owns it.
I got the same basic treatment from an Sussman Acura in South Jersey back in 1994. I was 2 years out of college and had saved up my money to buy my first ever new car. I wanted to check out an Integra.
Well, I rolled into the lot in my green 74 Dodge Dart (custom!). They salesman didn’t even move his feet off the desk. I walked around the lot, even went into the showroom. No attention. I finally asked if anyone there was a salesman. the guy barely looked up from his desk and asked what I wanted. I told him I wanted to let him know he just lost a sale, and what he could do with his cars.
I guess a 23 year old guy in an old dodge couldn’t possibly afford an Acura, right?
In 2000, the local Volvo dealer refused to allow my husband to test-drive one of their convertible models, ostensibly because it was raining – though I’m sure his standard jeans-and-t-shirt wardrobe had something to do with it. We live in Seattle, and won’t buy anything we can’t test-drive in the rain, convertible or not.
So he went off to the Saab dealership, where they were more than happy to let him drive anything he wanted. I’m still driving a Saab. We are unlikely to be purchasing or leasing a Volvo anytime in the near future.
My brother runs a Hyundai dealership; unless you’re obviously high or have a suspended license, he’ll let you test drive just about anything – because he knows that looking like a slob (like my husband) doesn’t mean you don’t have bank (like my husband).
In other words: the dealership here was run by morons.
When the Chrysler 300 first came out and they were selling them like hotcakes I was thinking about getting one. I went to the dealer to do a test drive and he gave me the same line that I wasn’t a serious buyer. They lost a customer for life. I went over to the local Mercedes dealer got myself a “loss” leader and have leased two more Benz’s since then. Was funny when Mercedes “bought” Chrysler, but am happy they split.
Always reminds me of Pretty Woman and Julia Roberts getting turned away from that store by what she was wearing and looking like a ho. Loved the part when she went back in and flaunted it their face with all her purchases.
Its obvious you are not worthy of this fine piece of machinery…. And who are you to get so indignant. You have not only shamed your self, but others a well, regarding your despicable post.
Why are losers so blind to the truth of their own reality!
“NO SOUP FOR YOU!”
@GearheadGeek: I didn’t necessarily mean bmw enthusiast so much as general automobile enthusiast. Regardless of anyone’s opinion on the merits of this particular car in question, the original poster needed to recognize that, currently, this car is in demand. The original poster, in my opinion, mistook the dealer’s attempt at limiting the test drive mileage on the car (likely one of their first allocations) as a personal attack on his ability to afford the car.
Maybe I’m just projecting, but I’m currently in the process of trying to find a just-released model from another brand, and am appreciative of the fact that a car will have 50 miles or less on it instead of 300+ hard driven miles from test drives.
I know Im late to this party, but here is my two cents.
He wanted to run your credit. He wanted to get the application in so he could have loan numbers worked up by either the F&I guy or their automated system by the time you came back. IVe run into this a bit over the years, especially on high end vehicles/anything sporty. I sold cars a long time ago and go with friends to shop these days. A BMW dealer probably gets a lot of people who just want to try out the car for something to do on the weekend(dont ask me why, but Ive seen it), so he wanted to make sure you could afford the car before bothering to test drive it. Its wrong, and most manufacturers/dealers forbid the practice. This is for a number of reasons, the most practical is it avoids members of certain groups from being discriminated against (say, telling primarily black or hispanic couples they must have a credit check first)
Now, the reason he just didnt suggest the credit run at this point is a mystery to me though, since he was implying it. My guess, he wanted you to suggest it to get around any rules about asking.
The best trick for a dealer to get the app is actually honesty. Tell the customer that it will take a few minutes to run and then you can drive the car while he “works up some options”. Most customers are happy with that, and it scares away the deadbeats sometimes.
Simpler solution, get a preapproval from your Credit Union or bank to take into the dealer with you. Their financing is usually better and you can still get rebates. Walk in with that letter and the dealing will kiss your ass.
@mentir:
And really it should have less than even 50. Because you know they’re going to dog on it, like I did with a demo Passat W8 that had 500 mi on it. And modern engines should be broken in slowly and properly. My Passat had 15 miles on it. Fresh off the boat, and nothing but 0w40 oil.
This car being a demo, they should expect people to skip on purchasing it to begin with, especially for the high price tag.
@Scuba Steve:
Can you buy a new car without going through a dealership? (Yes, I know about the fax method, but you’re still dealing with dealers)
Isn’t BMW a flipped acronym for Wanted Mercedes Benz?
Why is this on Consumerist?
I mean I can understand with OP about being upset about not getting a test drive. But this does not ring true.
Frankly, I do not think the OP was serious about buying a vehicle until he went to the Audi dealership.
From my vantage point, this guy goes in with wife and son in an older BMW and asks for a test drive. They are probably looking but are not really serious about it, hence the OP asking about what constitutes ‘seriousness’. He gets pissed off, drives down to the Audi dealership and buys a car there because he is pissed off.
I think seriousness constitutes a few things:
1) Intent
2) Truthfulness
3) Appearance
4) Demeanor
I would gather you need (2) of the above for any type of big ticket purchase anywhere.
All the OP would have had to do is say:
“Hello sir. I would like test drive a 1 series, I am not sure if I will be buying today but; I will be visiting other local luxury dealerships today.”
If the CA says no, then leave and go to another dealership and STFU about it. No posting to the internet or nothing. I find it interesting that the OP did not post what car he bought at the Audi dealership.
Unfortunately, BMWs are always in demand, so their reps can be more ‘choosy’ than say a Kia, Dodge or maybe even an Audi dealership.
well that is actually a sales technique, they tell that o a customert o see if he bites and buys out of spite
Apologies if another ex-industry person already posted this:
The key to understanding this situation is in realizing the car is a DEMO, which is basically a used car that’s sold as new because it was never registered. In addition to the no registration requirement, each state has a mileage limit that can be on a car sold as a “demo” rather than “used.” The BMW demo was close to that mileage limit, so the management wanted reassurance that the customer wasn’t just “playing around” and that he would at least consider purchasing the car that day, since every mile driven brings the car closer to the point where the dealer must take an enormous loss and sell it as used.
The salesman could have been more polite about the situation, but to resolve this the customer could easily have test driven another new car with similar equipment for the initial drive, then done his research/comparison shopping, and then returned and driven the exact demo model before purchase (once he had assured himself that he was getting a good deal).
@Hobart007: wow! pot/kettle
@ObtuseGoose: that’s always a big mistake. My friend’s dad has bought expensive homes/properties that he went to look at while barefoot and wearing an open floral shirt. of course that isn’t the norm, but people with money often won’t dress like it.
I do still agree with those that are saying to buck up and go elsewhere. Not buying the car there is a big enough show of disapproval.
BMWs suck anyway
@Amy Alkon: I don’t think your numbers quite match reality. Either you only drive approximately 3300 miles a year or your math is wrong somewhere.
Honda Insight (using 2006 numbers from Fuel Economy GOV) holds 10.6 gallons and gets approximately 496 gallons per tank. At 3.25 a gallon, you would pay around 34 USD for a fill up. Dividing your 228 annual cost by the 34 dollars leads me to believe you have filled up 6.6 times in a single year. 6.6 X 496 is the total mileage you would have driven in a year..or roughly 3300 miles.
I think what people forget is that the 1 series is in its first model year, and it’s pretty much guaranteed to sell out its initial product run. Therefore they can pretty much afford not to let everyone test drive the car and have a customer leave in a huff because, at least for now, the supply is much less than the demand (like when the mustang sold for 10k over sticker in 2003, and people bought it).
I’ve been to the dealership the poster refers to, and I can vouch for the fact that the service there is terrible, and the sales people there act condescending and like they are doing the customer a favor. It’s one of the hazards of shopping for a luxury car in Columbia. On the other hand, the dealership doesn’t seem to be hurting for money, so I imagine they sell enough cars acting the way they do that they’re not too concerned about it. I ended up buying the car in Atlanta, by the way, since I was only in Columbia visiting friends for a weekend. GI was a night and day difference, and their service department has always been great about loaner cars etc… Definitely check them out !
This reminds me of when I was shopping for cars and wanted to sit in a Nissan 300Z. I guess my uber casual cargo shorts and sneakers ruled me out as a potential buyer. The stupid sales guys wouldn’t even open the car for me. I then went and bought a loaded VW shortly after.
@strathmeyer: When I was looking at Honda Civics, my husband actually ran the numbers on what I’d need to do to make getting the Civic Hybrid more reasonable than a regular Civic.
Let’s just say I don’t drive nearly enough to manage to make up for the difference. I can’t remember the exact numbers but it basically meant I’d have the car five years before it actually worked out better.
As for the main story here, I just have to say I’m glad that I bought my car from a friend. It made it so much easier to do everything, but I did some test drives at local dealerships to see what type of car I wanted, and I was very clear that I wasn’t serious so the sales people wouldn’t waste too much of their time on me. I never ran into this, but if I had I would have been livid and walked out too.
How odd. A friend of mine works at BMW in sales, and she gets a commission for every person she takes on a test drive, then more if they come back, and even a slightly higher sales commission if that person buys after multiple visits! She even asks friends of hers to come in to test drive cars during slow weeks!
@HawkWolf: I know, I know! Buying a toaster usually doesn’t involve MBA. What do I win? What do I win?
This happened to me when I was 18. The old man gave me a downpayment and cosigned a loan for a graduation present. I went to the Chevy dealer to order a L78 Camaro and the salesman, probably no more than five years older, refused to talk to me without my father there and practically escorted me out of the showroom. I did get his card.
I went to the next Chevy dealer expecting the same, but an older and wiser sales guy took me in his office took out the order form and we went through all the options. I took the sales order to the old man, got the deposit and placed the order.
Revenge
When the car came in I drove it straight to the first Chevy dealer, found the salesman, who conveniently was standing with a bunch of his sales pals, pointed to the car parked in front of the showroom, pulled out the bill of sale and proceeded to tear him a new asshole.
I’m not surprised. BMW sells an image, they don’t need to kowtow to the customer. They probably kick out 50% of their walkins just to keep up the image of being “exclusive”.
@CarMatchPro: Thanks for the tips, but why on earth should any consumer have to audition to buy a car?
@lonewolf333: Don’t you have anything better to do than snipe at other consumers on a pro-consumer website? Get lost…
@JohnnyE: Um, actually, no you’re wrong, dealerships and anyone else in retail knows that YES, in a bad economy, you pretty much DO have to kiss the customer’s ass, but of course if you had actually worked in retail yourself, you would know that…yes some customers are a-holes, but that gives you nor any car dealership either the right, privilege or luxury to treat them so, and by the way, just so you are aware, this is a PRO consumer website and it has been posted that you are NOT supposed to “blame the victim” here. Look it up. Finally, who said there was anything wrong with consumers on here saying they didn’t like how they were treated? Yelp.com and a myriad of other review sites are based on the very same premise…get several clues.
@Spoondizzle: I would have asked the jerk sales-ass what he drives…and then asked him where the vehicle was…and then how much is in HIS bank account? I can’t stand cheap sales people with false-superior attitudes – YEAH, that’s a REAL good way to make sales – NOT!
@Beluga: Sounds like those salespeople used to work at Circuit City or Best Buy lol
@parad0x360: And why should we feel sorry for you then when you will get dissed and boohoo on here? Life is a circle. If you kick other people when they are down and need sympathy just wait until YOU fall bud…
@strathmeyer: He won’t get there for 7 – 10 years.
Its all about attitude with these guys. I first wanted to trade up out of my first beater car (’81 brown Celica 5sp in excellent condition) to the WRX when it first came out. I drove the Celica it to dealerships while looking at cars. They seriously wouldnt even talk to me sometimes. I ended up buying a 4 month old ’02 WRX trade in at the Nissan dealership I was working for. I drove it back to one of the more rude dealerships I had visited before and they were practically throwing keys at me. I explained why they lost the sale and left.
I was recently having my windows tinted near the dealerships so I decided to check out all the new models. I was on foot. This is my experience with them:
Honda: This was the first dealership I came to. I was able to secure a test drive with a beautiful GranPrix white S2000. I explained to the guy that I was just having my car worked on up the street and was not buying at all. He asked if I wanted to drive it but I declined.
Audi: There was only one salesperson in sight at the Audi/Mazda dealership. I used to work with her when I was at Nissan 4 1/2 years ago. She saw me looking over the spec sheet of a new A4; she came rushing over to help. I pretended not to see her and stepped back over the grass to the sidewalk. She turned around to return to her post by the soda machine. I walked back over the grass to a tasty black S4. She started back over and I again walked back to the street. I did this three more times to her and she finally went into the showroom. She was an ass to work with BTW.
Nissan: They should change the sign outside to say “Altima Coupe”, not “Nissan”. There was a stunning Nismo 350Z in Redline lost amongst the sea of Altima coupes on display, (#100 of 1000 in fact). I never saw a salesperson except for one who appeared to be sleeping in a yellow SER SpecV sentra. The used car manager popped his head out of the showroom to ask if I had any questions.I asked him if he was interested in the new Maxima, judging his expression I don’t think he knew what I was talking about.
BMW: They had 4 new M3′s on the lot and a 5th in the showroom. I was checking out a white one when the manager came over. I commented on the number of unsold M3′s on the lot. He said that they get more than almost any other dealership. I could have gotten a drive in the demo they had on hand but I didnt push for it, the guy was cool about answering my questions and I didnt want to waste his time. The new M3 looks gorgeous in white IMO.
@Git Em SteveDave: Las Vegas.
I worked for a high end dealership for several years. More than once did a poorly dressed man come in with a case of cash to buy a new 80K car off the lot. Never ever Never judge a book by the cover. In the business of sales treat every customer like a gift! BMW should have treated you better regardless of your look. As a customer you are interviewing THEM to determine if you want to form a lasting relationship with this car company and dealership.
I ran into this kind of douchbagery 2 years ago when I bought my Porsche. Now granted, I don’t exactly dress the part, I own a recording studio so jeans and an old t-shirt is standard issue for me day to day. Nonetheless I could indeed afford the car I’d been lusting after for decades. That magical day when I would make the pigrimage to the Porsche dealership came and I walked in with my wife, started looking at the model we wanted until after 15 minutes of standing around some bright spark walks up and says this little gem…
“Ummm, excuse me, are you lost or something?”
My jaw hit the ground. I said “Pardon me?”
and he repeated it. I informed him that I was there to purchase a car and was not in fact lost. He then says “sure, how ’bout you don’t waste our time. You’re obviously out of your league.” I snapped, layed into this little shit with an unabashed torrent of verbal abuse which made the manager come running. I explained the situation to him and after a long back and forth about customer relations he offered to “check my credit to see if I really could afford the car if it makes me feel better.”
I told him to go pound sand up his ass and left in disgust. Him doubt thinking that he’d sent some tire kicker packing.
Went by 6 weeks later with the shiny new Carrera 4 from an out of town dealership who bent over backward to please me BTW, and a copy of the nastygram that i sent to Porsche on this asshole and his “staff’s” behalf.
I’m guessing that dealership has new staff by now.
To the one’s who say it’s whining, grow up. It’s about having some POS who couldn’t afford to RENT a porsche, judging me because he doesn’t think I look like I can afford it.
I AM AN EMPLOYEE OF BMW OF COLUMBIA. I will not reveal my identity so they can’t fire me for telling the truth, trust me they would. To give you the inside view of our dealership, we are under new ownership for the third time in the past year. Every employee, with the exception of maybe two people, can not stand our new general manager nor the new changes to our dealership in any way, shape, form or fashion! The new manager is a his way or the highway type of guy who is sure he knows it all and creates a bad attitude across the entire dealership. It is agreed across the entire staff that he is rude, full of lame humor, and not fit for his position. He knows nothing about the cars we sell, the people we deal with, nor the concepts of respect or interacting with human beings. We are not claiming to be America’s top dealership but the majority of us feel our new ownership has done more harm that good. To add to the fire, we are also a Volkswagen dealership. You don’t know this because they choose not to put money into increasing the store’s business. Since the takeover by Group 1 Automotive in December, BMW business has greatly decreased and VW business is virtually gone in both sales and service. I could go on and on complaining but my point is that its not the employees, it’s the leadership. We are at the mercy of our new leaders who’s ways really make manyof us wonder. A few of us have parted ways with the dealership while the majority of us remain, cherishing our good relationships with one another and holding on to a dying hope that things will get better. Call this the voice of a mad employee or whatever you want, I’m more than sure i don’t stand out of place nor exagerate and I have at least 30 people who agree with my every word. Several of them contributed to what you see here…
When I sold Mercedes, damn right we didn’t let many people, wealthy-looking or not, take six-figure cars out for test drives. First of all, we don’t want to put miles on the vehicle, which will make it hard to sell, especially a super-premium vehicle. Secondly, we don’t want to get chips on the paint or windshield, or other wear and tear. Lastly, we don’t want to have to wash the vehicle again.
If the salesperson wouldn’t let the customer take a demo car out, that is a different matter. But if it was a brand-new, expensive, and/or rare model I don’t blame him.
@bbagdan:
The 135i is not exotic although it is somewhat scarce right now. The car is a hot seller due to enthusiasts but oddly enough there are already a handful of customers getting discounts from MSRP. Once the faithful have washed through then BMW will have to start dealing…an optioned 135i is pricey enough to steer less dedicated customers elsewhere regardless of the performance.
The car in question was a demo and had just come back from a test drive with “serious customers” who quickly left without buying anything…
It’s too bad you had an unpleasant experience at the BMW in Cola, but I bought a BMW there and the entire experience was very nice. We traveled over 50 miles to look at BMWs. The salesman was a younger guy who worked hard to get me the car I wanted. He was friendly, eager to satisfy my requests, and was just plain nice to work with! If it happened as you described, I too would be unhappy, but my experience there was very different from yours. I think it’s the only BMW sales in Columbia.
“low-class leasing mill”, that’s the best line I’ve heard all day. Love it.