<![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW" - Consumerist Comments]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW" - Consumerist Comments]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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...

TexDude

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

GregwhoknowsRaquel

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

rocky3883

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

raquelhusband

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.



rocky3883

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @ DOC BENWAY LOL!! about infiniti svc mgr.

ImmeNurnot

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @ 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.

ImmeNurnot

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @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.

Consumerist Moderator - ACAMBRAS

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @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.


Carfan123

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

billgknapp

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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!

dealersone

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

TrinityLast

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

hvaltierra

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 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.

phantom330

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Buran: A Japanese "word" for Volkswagen (ボロクソワゴン) roughly translates to "Rotting wagon of crap".

I'm sure one of their auto companies' dealers came up with it.

magus_melchior

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> BWM leases through their finance division, FSRI, who is backed financially by Chase NA, much like Honda is HVT, through Vaul Trust.

At least that's how I understand it... And kudos to Mercedes Benz of Escondido!

PatrickIs2Smart

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Well, searching on Google brings up similiar instances of this by Brecht BMW, unless it's the same lady, looks like this one happened back in July:

[www.dealerrater.com]

viewsource

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Kurtz: Probably right around the same time "atleast" became a single word.

I always read "b/c" as "bee slash see" in my head. I swear, some people are proud of their illiteracy these days.

pestie

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Trackback

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Lexus of Serramonte gave me similarly indifferent treatment during my lease termination process.

Auto dealerships by definition add no value. There's no reason for them to exist for an educated consumer.

ahnj

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> 5 years ago I was in immediate need to trade in my Audi on a new car that ran (anyone who's owned an Audi knows the urgency in getting rid of it... farfegnugen my ass).

I visited two different BMW dealerships, both of whom gave me the impression I wasn't good enough to drive a BMW. The first (Universal City BMW) quoted me a price and then said "no" AFTER I accepted it; they raised the price several thousand dollars to get rid of me. The second (Center BMW) wouldn't let me test drive a car on a Saturday without an appoinment.

Longo Lexus was happy to take my check (paid in full) for one of their cars, no haggling.

Cary

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See wrote
Every major automobile manufacturer has their own vehicle finance unit that is not affiliated with any leasing company, bank, or credit union.

Nonsense. Subaru, for example, has used Chase as its leasing financier for a number of years; they haven't had their own vehicle finance unit for a number of years.

gas

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> it's an expensive car, there are banks, dealerships, and surely some sort of red tape bureaucracy involved, so regardless if the people at the dealership were being jackasses, why would you wait till the absolute last day to turn in your car?

royal72

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @IRSistherootofallevil: Yes, this would be the best way to buy a car: go to a corporate-owned showroom, test drive a car and order one from the manufacturer and go pick it up a few weeks later. I remember reading that this is actually what carmakers do in Japan (Toyota's showrooms resemble theme parks and are a place you actually want to go to). Unfortunately, state franchise laws don't allow the same practice in the U.S., and the massive political contributions by car dealers have kept the broken dealership model in place while we buy any other consumer good differently today than we did 60 years ago.

And the CSI (cust. satisfaction index) scores are a big scam as well; if a customer fills out anything less than the top score for any question, it's a failing score. 100% across the board is pretty unrealistic, so most dealers will ask customers to bring their responses back in person and bribe them with a gas card or something and alter the forms before submitting them. Carmax seems to be most consistent in how they sell cars, but the markups are massive.

It's too bad BMW drivers are seen the way they are. To me, they definitely live up to their "Ultimate Driving Machine" tagline; guess that just means I'll have to buy a first-generation M5 or something without the whole "hey, I'm a rich BMW owner" stigma attached to it.

Eric Lai

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> But... in what condition did she leave the car?

apfaffman

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @CADILLACMAN03

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.

liz72701

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @coopjust:

Still, it is a hassle. Not sure what to say about the situation that occurred. I have a hard time believing a devil-horned manager laughed as woman with kids started to cry though...reminds me of Peter's explanation of when he went to Chuck E Cheese on Family Guy, and the evil guy wouldn't let him make reservations.

Saboth

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> So here's a point. The OP says that Chase told her to take it to "any dealership." Not "any BMW dealership." Perhaps they meant any dealership partnering with Chase?
Poor communication by Chase.
Poor crisis management by the dealer.
Poor job being informed by the consumer.

flackette is frustrated

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> And they don't exactly get high reviews either...

[www.dealerrater.com]

ViperBorg

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @jvette: So... forget the way they treated her and her kids, right? The guy snaps, but it's Chase's fault for his behavior. I see what your doing here...

That dealership is crap. Period.

ViperBorg

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> psst...i know it was mentioned, but it's "Volkswagen". No "o". Might want to fix the headline.

foghat81

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Buran:
Blame the victim? Why is she all of a sudden a victim? She sounds like another selfish, self-centered, greedy consumer who thinks that businesses should kiss their ass regardless of the situation. The more I read the letter -- one sided from her perspective -- the more I'm convinced she went in there and threw a tantrum when they didn't do exactly what she asked. I suspect her description of the incident contains a lot of hyperbole and that she selectively left out some of her own choice comments.

Think about it -- a woman walks in to a car dealer at the end of the business day and demands they accept a lease return they are unable to verify. She won't take no for an answer so the manager gets involved. She starts unloading on them about the car's maintenance record (WTF is that? Like they care) and then won't leave when it's obvious they don't want to deal with her. I'd probably call the cops too.

tcm22

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I dont really feel for this lady. She waits until the DAY it is due to find out she is screwed? I would have been on the phone 2 weeks out making an appointment to turn it in. Procrastination will get you nowhere!

ScramDiggyBooBoo

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Volkswagen not Volkswagon

I'll take my Jetta over a BMW from some asshole any day. What a F - er (the BMW dealership)

janetcarol

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I used to do surveys for BMW of North America, both for post service and post purchase/visit. At least once an hour (maybe one in ten calls on a busy day) I'd get an upset customer. Either they'd have gotten screwed by the service center, or their salesman/manager was a huge douche. If it was service, you had sure as hell better be taking it to where you bought it. I had a guy who's 750i died on the freeway. It sat for a month waiting for a 'tech' to pop the hood and look at it. Not too big a deal, the dealer he bought from provided him a loaner. Problem? Ground wire had come off the battery. Good times.

I'm not even going to get into their customers.

shini

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I don't dislike BMWs...

just the people that drive them.

That's why I refused to buy my wife one despite her pleas. It's the #1 car choice for golddiggers and hookers in my area.

Crazytree

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Since everyone seems to be hell-bent on crucifying Brecht BMW, I have to put in my 2 jellybeans on this one.

I leased a new BMW 3 Series from Brecht BMW in February 2007. The very first day I went into the show room I sweaty and dressed in a tshirt and jeans.

None of the people I talked to that day (3 of them) said a single word about my attire. They were very polite, chatty and helpful. They let me test drive cars and then worked up numbers for me, and were still polite when I said I wanted to think about it for awhile.

I had to factory order the car, and they were helpful about periodically volunteering (via email) tracking info about where the car was and when I could expect it.

About six months later I needed a software upgrade on my navigation system, and their service department was likewise very pleasant and accommodating.

My experience with Brecht has been nothing but positive. I will happily buy or lease another new car from them after my lease term ends.

Given my experiences, and without Brecht's side of the story, I'm inclined to believe that this Raquel person had bad information (from Chase) and likely gave them attitude and caused a scene when they refused to take her car.

If the GM's conduct is actually true and unembellished, I'm willing to assume that they lost patience with her after she wouldn't accept that they couldn't help her, and just wanted her to leave as quickly as possible. It still doesn't completely excuse their behavior (again, if actually true and unembellished) and I'd be interested in hearing their side of this.

rodness

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Buran: Yep, that would be me. I've been meaning to post over at stlvw, hell, I even registered there, just haven't posted yet due to laziness. Suppose I should do that, eh? And yeah, I knew I would love my GTI the second I test drove one :D

yg17

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blueskylaw: Wow, someone else who knows about the prop logo. I'm an aviation buff and I've met BMW people at Euro car shows who don't know about that!

BMW branched out into cars after the war when there was not enough business amyore for their aircraft engines. They also built some of the earliest jet engines, including those powering the first operational jet fighter (the Me-262). And the Me-109 is my favorite fighter of WWII. I prefer the 'Emil' model which is a mix of square stoutness and sleek lines.

Buran

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @yg17: Whoa. Are you the one I saw in the "Ask a Salesman" Vortex thread? If not, small world, and I point you to stlvw.org.

You will love your GTI!

Buran

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> OK. It's been several days and I have said nothing. But how hard is it to change one letter?

IT'S VOLKSWAGEN, NOT VOLKSWAGON!

Why can't people spell this right?

Buran

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> BMW's are overrated shitcans, anyway. Why do they give free maintenance on just about anything? Because just about everything on a Beemer is total crap. Shoulda' bought a Lexus. Oh, and maybe you shouldn't have gotten a lease, either. Everybody I know who has a lease hates them. Just buy the damn thing, with or w/o financing. At least it's kinda yours.

Leofan7

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @MARSNEEDSRABBITS: Care to specify what part of Colorado has the Subaru dealer that you experienced?

pdxguy

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> This story is now the 3rd result when one searches for Brecht BMW on Google. Nice work!

RottNDude

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I'm probably being nitpicky, but when you lease a car, you don't own doodlysquat.

Personally, I've become a Toyota fan. My wife's family has been buying cars from the same dealership for over 20 years. I get exemplary service from them.

Leiterfluid

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Count me among the people who would *LOVE* to know why anyone would think that they could terminate a loan contract by just dropping off a car and taking a picture of the car in front of a dealership.

Why, why, WHY would you not call the dealership where you planned to make this transaction and make an appointment? For that matter, if you were planning a "drop-in" for this activity, why would you wait until the end of the day? (Customer's statement indicates "chase was closed")

And for anyone whining about the "penalty" for turning in a lease-car late: Remember that the penalties are written as finance charges for extra days or extra milage. Turning in the car the next day (when Chase was open), would have likely resulted in a "penalty" on the order of 1/30 of her regular lease payment, maybe with a little extra. Certainly less than $50, which doesn't seem too high of a price to pay if you wait until the end of the last day of your lease contract to drop off a car without making an appointment.

MikeHerbst

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> BMW sems to think they're all that and more. I was looking to buy new and with cash. One I wished to test drive was BMW 5 Series. Even went so far as to set up test drive times and appointments with several dealers. BMW dealer in Austin, Texas, said they didn't have any to drive, but call when I'm in town. Said they had a 5 Series wagon, and wanted me to test drive it...that's not what I was looking for. Again contacted them the week of scheduled test drives, and was told they still didn't have any and to call when I arrived in town. I replied to the salesman that he still wasn't getting it...I'm a buyer and you are supposed to call me and be interested in my business. Needless to say, I didn't even bother and bought a Lexus instead. Will never consider BMW ever again.

mark_hartig

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @dandd: Good luck trying to find an autozone that has a generic OBD1 reader. While I think you are right on the money suggesting to people that they try and find an AZ with a generic OBD1 reader they have a snowballs chance in hell of actually finding one. NEVER have I found an AZ that could do OBD1 simply b/c every car (prior to 1996) has it's own OBD hookup. After 1996 they were standardized but prior to that everyone had their own.

guymandude

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Paintballs? You guys are rank beginers at this. Put some used cat litter down the grill on the front of the car where the air intake is for the blower/heater/AC. They'll NEVER get it out and the smell will NEVER go away. Mmmmmm.... heat with used cat litter.... a winning combination.

guymandude

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> We bought a new BMW in 1999, it now has 70k+ miles, every thing has been done via the dealer and they have provided exceptional service, I couldnt have been more impressed.

s35flyer

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Someone call Mother Courage!

Ben Popken

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I worked at a dealership for a while:

1) Autozone will do an ODB1/2 diagnostic test for free! Don't pay the dealership 50+ for a simple diagnostic test. And if your car is a newer one, be prepared to buy some sort of overpriced sensor.

2) 99.9% of dealership mechanics do side work for a much lower rate. Unless it has to be done at the dealership for warranty purposes, you can get the same guy to do the job much cheaper.

3) All that scotch guarding and extra sound proofing, etc. that they try to package at the end of the deal is pure bullshit. It is literally $10-20 dollars worth of junk that that takes an hour to put on. The only thing worth anything is the scotch guarding and that is just sprayed on and can be done by anyone with an arm. If you must have it remember the price is totally negotiable. Its funny when you see two customers with the same vehicle and same extras pakage and one pays $400 and the other pays $900 for the exact same thing.

All brands have good and bad dealerships. My experience has been that small town dealerships and Mega Malls are the worst places to shop. (Of course there are exceptions) I've always gotten the best deals at medium/large dealerships that were in high traffic areas.

The nicer the car you drive, the better the service you will receive at any dealership. Two guys come in, one driving a Corvette and one driving a Cavalier. The Corvette owner will get better service as well as a better quality repair on his vehicle. That's just the way it is.

dandd

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I've been to many BMW and MB dealerships in the Chicago area and have never suffered rude service even though I've never bought a car at any of them. Most of the time it was just warranty repairs or parts.

I even had one salesman who kept his eyes open for a 1990 M3 for almost a year, and called me whenever he found one, though they were never in good condition. That was more than I expected for car that was 24 years old and only worth about $10-15,000 at the time.

Even for someone who spent relatively little money at a BMW dealership, they always seemed to bend over backwards so that I would give them a perfect score on thier customer satisfaction survey.

Whenever I went in for service, I dealt with one person. If there was ever a problem which that person couldn't solve, the service manager or even sales manager would make sure I was satisfied before I left. When I got my first BMW, I used to take it in for "Service Inspections" in the beginning. They always let me bring my own parts to lower the cost.

When I ordered parts, if there was a problem, I was notified as soon as posible so I wouldn't have to find out after I drove down to pick them up.

It's not that I never had a problem there, I just never had a problem that wasn't solved quickly.

zaq2g

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Ehhh....not to nitpick, but it's Volkswagen

Considering how almost every BMW driver I know is a prick, it sounds like the salesman was trying to be just like his customers. It's actually a pretty good sales tactic, try to be like your customers, find some common ground and like what they like. If the salesman is the type of person they can sit down and have a beer and shoot the shit with (or in the case of BMW drivers, sit down, have some expensive, fine wine and talk about how people driving Toyotas, Hondas, Volkswagens, Chevys, Hyundais, Fords and Kias and such are peons and are less than human because of what they drive), they're more likely to buy from them.

Seriously though...it's hard to take any sides without hearing both sides of the story. The dealer should have never have acted they way they did, and at the same time, the customer should've made a simple phone call to the dealer before going to drop the car off. I know, even if Chase reassured me I could take it to any dealer, I'd want to hear it straight from the horse's mouth (Or in the case of BMW, the horse's arse)

yg17

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:

Anybody who worked in sales in any fashion for any car dealer automatically has all credibility revoked. Sorry.

Lady: I want to return my car leased from Chase. They told me any BMW dealer
BMW sales guy: Actually, we're an indpendent dealer who doesn't work with Chase. You need to return your car to a Chase-approved BMW dealer. The nearest one is.....
Lady: Oh, okay. Thanks.

THAT is how this should have went down. If the lady was misinformed that's unfortunate but not her fault. Both Chase, BMW corporate, and BMW independent dealers need to clarify these things to people but you *know* they don't bother in the rush and lies they use to lease the car in the first place. The Lady was obviously confused and misinformed: all the sales person needed to do was take 10 seconds to explain the situation. And being an asshole is not justified. As a customer, I don't care what your relationship is with all the various entities. You put that BMW logo on your dealership and you automatically accept certain responsibilites regarding the brand.

It's like when car salesmen refuse to leave me alone when I try to browse cars even though I tell them up front have no intention of purchasing a car and that their time will be better spent elsewhere. Invariably they keep harassing me and then I try to leave. They scream "Thanks for wasting my time!" and I just smile and say "My pleasure." Car salesemen: it's not my fault your job sucks. I don't care what your manager told you, how competitive it is, or whatever. It's not my problem. Treat me with respect and I'll respect you back and give you my business when the time is right... simple as that.

This lady was obviously not treated with respect: being right or wrong has nothing to do with it. I mean, if I happened to be shopping at this dealer when all this went down I would simply leave as it would be quite obvious what kind of people I was dealing with.



Padriac

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @BDSLACK
I LOVE YOU - Please come to Texas and marry me!

Blind But Now I See

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> This is why I really can't and don't believe posts on this website. Is everyone really to believe that this manager threw his business card and acted like an asshole to you un-provoked?

I REALLY highly doubt it. What I do know about people that LEASE BMW's are that they are the types that DEMAND respect because of what they drive. Respect is earned. People are people, and lies are lies. This dealership has no option to dispute this posting and they are at an unfair disadvantage. I am really sure that they were so bad to you in their public showroom that you burst into tears.

Here's what I am sure happened:

You were in a hurry and just wanted to drop it off.
They didn't want to take the liability for your car without contacting the owner CHASE. If they would have they would have become responsible for the vehicle. But you were in a HUGE hurry and protested with this "don't you know how important I am - I LEASE a BMW!" schlep. So then the topic ranges from how far into the boonies you live to how many times you brought your car back into the repair shop because you were unhappy with the free car wash you got for taking it in.

Never fear - the customer is always right and you will show them - ON THE INTERWEB! Just to prove how important you are to the entire world because you LEASE A BMW!

Next the manager came out and said, you need to leave or I am going to call the police. Right lady, I am really sure that they call the cops right away on sane people that buy their cars and don't cause scenes in their showrooms. Right let me guess you were doe eyed and in the corner crying the entire time.

"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" (because he didn't believe your story and stands behind his employees and their judgement)

It's letters like this that make me question the statement "the customer is always right" - into "the customer is always an asshole".

bdslack

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @xtc46:
I went to a Lexus dealership dressed in casual shorts and a t-shirt (both clean but something you would wear to the beach) and the guy didn't take me seriously, he asked me what kind of car I had now and I said it didn't matter.
Another salesman overheard the other asking me and he went to the car parkers and asked them what I was driving. A few minutes later I overheard the second guy whisper to him "he has a Mercedes".
Well, Well, Well, now I was an honored guest. Would you like some coffee, spring water, something to eat? I ended up leaving him and coming back about a week later. This time I got somebody else who treated me right the first time (probably needed the money) and I ended up buying from him.
Who said Lexus treats you like a King from the second you walk in?





Blueskylaw

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Post ate my comment, let's hope this post gets it back.

Blueskylaw

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @xtc46:
I went to a Lexus dealership dressed in casual shorts and a t-shirt (both clean but something you would wear to the beach) and the guy didn't take me seriously, he asked me what kind of car I had now and I said it didn't matter. Another salesman overheard the other asking me and he went to the car parkers and asked them what I was driving. A few minutes later I overheard the second guy whisper to him "he has a Mercedes".
Well, Well, Well, now I was an honored guest. Would you like some coffee, spring water, something to eat? I ended up leaving him and coming back about a week later. This time I got somebody else who treated me right the first time (probably needed the money) and I ended up buying from him.
Who said Lexus treats you like a King from the second you walk in?




Blueskylaw

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @tcm22: I'm amazed it took this long for someone to blame the victim.

Buran

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @ChaosMotor:
AMEN


Blueskylaw

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> The consumer spends 1,2,10 maybe 30 minutes with the sales dude and then the manager steps in.

Obviously we are only hearing the consumer's side of the story. And the manager could have been very aware of her conversation with the sales dude (like no car dealership is quilty of listening in to customer conversations).

That said, there is one great fact which is not evidence, but can be deduced..... the time of day. Oh, and a couple other facts .... bank business hours, service department hours, and bank versus dealership relations.

The supporting evidence is the "fact" that her bro completed the transaction quickly at another dealership.

Maybe the service department at that dealership was open and able to perform the required inspection. A photograph and reading the odometer is all that is required? Yea, right. I strongly suspect a real inspection is required. Maybe something along the lines of a 25 point visual inspection to insure all 4 rims match, the leather seats are not ripped, there is oil in the crankshaft and the car's engine will start, and verifying the VIN numbers in at least two hard to access locations in the car just to make sure somebody didn't glue two cars together to make one. Might take 5 or 10 minutes to perform. Protects the dealership handling the transaction and of course protects the leasing bank.

Oh, and since the service department was open, the bank was also open to complete the necessary paperwork.

Which returns us to the original dealership. I am quite sure the bank's rules are return the car to any dealership that is on our approved list. Approved list consists of dealerships that do loans or leases with the bank. Not just any slob or car dealership.

A call to the dealership will be quite helpful in showing the OP to be a spoiled brat that was trying to pull a fast one.

StevieD

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:

WELL DONE !!!!

StevieD

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> You really need to be upset with Chase. They are the finance company for the car and owned the car that you rented from them. It is their responsibility to send you to a location or auto auction that they have contracted to except their lease returns. The BMW dealer owed you nothing on this transaction. Just because it was a BMW doesn't make them responsible for the car. Chase did you wrong not the dealer.

jvette

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I've owned 3 BMWs.

Never had an issue.

2 of them had zero unsceduled maintenance.

Dealer was great.

Mojosan

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @smarty: So wouldn't you blame Chase then?

Doc Benway

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @cadillacman03: I call bullshit on you. I had a really bad experience at an Infiniti dealer in Manhattan. When I filled out the customer satisfaction survey reporting the bad service I was later told by the service manager to never bring my car in again.

The Infiniti dealer not only mislead me by stating that they were a Corporate store, i.e., owned by Nissan North America but the sales person who sold me on the lease lied about certain features.

Contrast that with my POSITIVE experience with BMW. They always bent over backwards to ensure I was happy.

So end this comment the way I think it should be ended. Mileage may vary. I have had bad experiences with many dealers and then I have good experiences with other dealers. On a case by case basis is the best way to deal with this type of behavior. Generalizing that BMW service stinks doesn't get you anywhere. And as for your generalization regarding Infiniti - I just provided you with an example the disproves your rule.

Doc Benway

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:
Once again you are assuming things that we don't know. The only "reason" that she was given, according to her post, was that they needed to verify the pay off. None of the other reasons that you stated regarding the condition of the vehicle and the liability the dealer would be assuming. You are basing your position on the theory that Raquel MUST have done something to provoke the manager. According to her post, the manager came out and immediately told her to leave or he would call the police. He never gave her any reasons, the salesperson was the one who told her they needed to call Chase for the payoff.

My brother has worked in the auto sales industry for many years as The Finance Guy at a mega-plex. I hear the comments all the time about the "mooches" that come in. I can assume that the GM didn't want to waste his time with her and tried to blow her off just as easily as you can assume that she was some dumb ass customer from hell who wouldn't take no for an answer.

I also find it hard to believe that she would make up the line about "....driving a VW". Since we are stereotyping I can see someone in a dealership telling her that. My brothers favorite line is "There's an ass for every seat".

Could/should she have called the dealership before showing up? Absolutely. But the dealership, specifically the manger who should know better, should not have threatened her with the first words out of his mouth being to tell her he was going to call the police if she didn't leave. That's why, in my opinion, the dealership is at fault. As someone who works in the industry, I can see why you'd have a different opinion.

Sudonum

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @peggynature: When a victim decides not to use common sense, yes. Just for a moment, lets say that she had called the dealer before she went there. She remembered to write down the name of the person she spoke with and verified that they in fact could accommodate her. In a situation like that, yes I would side with the consumer (victim?). Was what the dealership allegedly did wrong. Without a doubt. Should she have been treated that way. Absolutely not.

gatopeligroso

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> - Look, I'm not going to get into the whole "it sounds like she was a bad consumer" argument. Frankly, I could care less.

- EVEN IF the woman had a chip on her shoulder, her experience with Brecht wasn't just 'far from ideal.' It was terrible. The manager could have reacted in a better way.

- BMW is a lifestyle brand. It advertises itself based on the luxury of owning a BMW; the amount of pampering you get. The most recent commercial I saw related DIRECTLY to the excellent service you receive from BMW: mercedes and other luxury car owners trying to take their cars in for service at the BMW stations. When you are trying to give your brand an identity, you have to live up to it. In the minds of some consumers (i.e. this particular woman,) your brand is only the story you have told.

You have to try as hard as possible to make everything into a positive. When Apple screws up, Steve Jobs (and exec customer service) step in. Where was BMW's executive customer service, to turn this horror story into a positive tale?

JPropaganda

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I used to have a BMW and I never have a problem with them. I guess it is because they were making money out of me?! However, I definitely have much better experience from Toyota. Three years ago when I was shopping for a Toyota Sienna, a salesperson at a Toyota dealer tear up the paperwork and asked me to leave when I pointed out the extra $200 window etching on the invoice that I didn't agree to have. So we left and my 8 month pregnant wife called Toyota and complained about the poor treatment from that dealer. Toyota took the whole situation very seriously. The lady on the phone offered us $500 if we buy a Sienna from any Toyota dealer. The GM from that Dealers called us to apologize two days later, and asked us to return and promised to give us a good deal. Of course we didn't go back there, but we did buy a Sienna from another Toyota dealer. A week later, the same lady from Toyota called my wife to make sure the GM from that Toyota Dealer has called to apologize and she also mailed us a $500 check right away. She called us again a month later to make sure we were happy with our Sienna, and to see how our new born baby girl was doing, which is a nice personal touch. I was so amazed that I told myself that my next car will either be Toyota or Lexus. I really have to thank that salesperson for tearing up the paperwork, otherwise we wouldn't be able to get a better price from another dealer and with extra $500 from Toyota.

ooolam

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Sudonum:
I doubt the confrontation was started by the manager. Sounds she went in there with a chip on her shoulder and unloaded on the guy when she didn't get her way. She didn't want to here no for an answer and immediately went into beligerant victim mode. The giveaway is here whining about the maintenance record. WTF does that have to do with the lease turn in? The woman has some issues.

tcm22

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @D-BO:
Wow, so as part of the driving test, you should have to obtain a law degree to decipher all the mouse type and submit to a test of your comprehension?

In January 1998, the Federal Consumer Leasing Act, Regulation M, was revised to require that certain key information and figures are in every automobile lease contract. It also required that this information be displayed in a uniform way, and using standard terminology. Vehicle lease contracts are fairly easy to understand and lay out the terms and conditions of the lease and its termination that someone with the reading level of 7th grade or above can understand.

You've made a number of assumptions, both about the situation and the minutia of or dealerships, their relationships with the manufacturer and how they deal with different types of leases. Care to offer any facts to back up yuro assumptions?

I worked as what's most commonly known as a sales division zone rep for Ford Motor Company for 5 years and then spent another 6 years working in corporate finance in Dearborn for Ford Motor Credit.

Even if she was completely in the wrong their is no reason she should have been treated like this

I'm not saying the dealer did not make any mistakes or that the situation could not have been handled better because I really don't know. What I AM saying is that she has no right to demand the dealership do as she wanted - which was to have them sign off on that car to them on that day. It's obvious the dealer was willing to work with her if she returned during Chase's business hours and she was not willing to do that. It's obvious that she was not even willing to leave the premises until the GM threatened to call the police. I would definitely be interested in hearing the dealership's side of the story - I suspect she threw a hissy-fit when the dealer refused to take her car that day.

BMW corporate should care because it is heir brand being associated with the actions and attitude of their franchisee

In reality, there is nothing that BMW North America can force the dealership to do. This is, in effect, a used vehicle transaction. BMW NA could not tell the dealer what to do any more than if this was the return of a Honda or Hummer.

BMW should be glad that most of the people that drive their vehicles are not as ignorant as this one. Even after all that has transpired, Raquel still does not "get" it. She has a legal agreement with Chase Bank. Brecht BMW is not Chase Bank nor do I see that they have any sort of agreement with Chase bank to act as a return center for vehicles leased through Chase and thus are not obligated to accept her vehicle. The dealer was willing to consider the return of the vehicle given the ability to get in touch with her lender. The dealer could not contact her lender that day. Raquel was unwilling to accept these facts.

@SUDONUM
What you don't appear to understand is that it has everything to with Brecht BMW and the way they ALLEGEDLY treated her. All the manager had to do was patiently explain to her all the reasons you have, as to why she couldn't return the car there. You don't know that he did and we don't know that he didn't.

A beg to differ. If you read Raquel's own words, she states that the dealership DID explain to her why they could not take the vehicle back that day and she was unwilling to accept that answer. I have spent a lot of time in a lot of car dealerships. Most of them had a great customer service oriented attitude. But even the worst of the worst would NEVER alienate a potential customer that was standing on their showroom floor in such a way as Raquel describes without some serious provocation from said customer.

@FEJJNAGAF
Unless, of course, the leasing company has a preexisting business relationship with BMW, which they likely do, and is authorized by BMW USA to have any leased BMW's be returned to any BMW authorized sales company.Which is probably the case.

No they don't. BMW has it own vehicle finance product and it is not affiliated with Chase Bank in any way. Dealers are free to offer loan products from entities other than BMW Finance.

Some leasing companies have written contracts with car manufacturers that are supposed to be adhered to

That is possibly one of the most ignorant statements I have read on this thread today. Every major automobile manufacturer has their own vehicle finance unit that is not affiliated with any leasing company, bank, or credit union. There are only a handful of financial institutions that would even be able to deal with the number of transactions that occur in the dealer network within the US and Canada on any given day.

It is possible that the dealership could have a written agreement with Chase to offer Chase brand financing on their vehicle and accept Chase lease returns. In that case, Chase would be paying them X number of dollars to complete that transaction and there would be no reason for the dealer not to accept the vehicle. If the dealer does have a contract with Chase then Raquel needs to complain to Chase, not BMW NA.

Blind But Now I See

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I must also take exception to the Lexus dealer never doing that. About three years ago a friend and I dropped in to a Lexus dealership in the north west burbs of chicago. I was looking to trade in my four year old volvo. First, there was no one in the show room, when someone did show up he was not interested in selling me the car. In fact he went out of his way to tell me that he would not give me a trade in value on my existing car. Now, I don't know if this guy was having a bad day, was about to quit, or was completely clueless, but needless to say one stupid comment like that made sure that I didn't buy a lexus that year and most likely won't be getting one any time soon. Do I blame the car manufacturer, yes, some, but I blame the training and management of the dealership more. If you're taking my hard earned money, can I get at least some respect? I could have sworn they got paid based on selling me the car, I guess I must be mistaken. Oh, and I did buy a car that day, another new volvo, I guess I am not worthy of a Lexus.

gregf90

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @gatopeligroso: And, ladies and gentlemen, I believe we have a Blame the Victim Bingo!

peggynature

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]>


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.

Welcome to the world of owning a BMW. Same will happen if you buy a Mercedes as well. As I always say, anyone can buy a BMW. Not everyone can maintain a BMW.

Papa Midnight

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> A google search for Brecht BMW has this site come up 4th overall. 3rd is a ratings sites for car dealers.

Jhonka

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> BMW Financial Services web site has a lease turn in guide where some of the steps include making an appointment, review for repairs, and verify the odometer. Considering this is BMWs own leasing/financing company, why would they have many more steps to a lease turn in than Chase?

And Raquel's experience with Chase is not the first...
[www.complaints.com]
"they said any Suzuki Dealer can take it. I called the closest Suzuki Dealer. They said no, they can't take it. Called Bank One back, they said OK, we'll come pick it up."

smarty

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Got any birdseed and a ladder?

Bay State Darren

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @ BOHEMIAN

I agree that people will treat you differently depending on how you dress and how you appear in general. It sucks, but tis a fact of life. I work in the IT field, and have since before I was out of high school. It hard walking into a meeting with the CEO of a multi-million dollar company looking really young, and almost impossible to get any respect if you are in ratty jeans and a t-shirt. So I played dress up for the first year or two until my reputation was solid. Now I wonder around in jeans and a Hoodie and get job offers frequently. So appearance is what gets you the interview, but eventually you get the respect you deserve. Car dealerships see you only a couple of times so you need to dress the part.

xtc46

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:
Unless, of course, the leasing company has a preexisting business relationship with BMW, which they likely do, and is authorized by BMW USA to have any leased BMW's be returned to any BMW authorized sales company.
Which is probably the case. Some leasing companies have written contracts with car manufacturers that are supposed to be adhered to.



fejjnagaf

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Some BMW dealerships are made up of slimy jerks.
It's too bad she had to deal with this one.
I would get the story out. I would also contact the leasing company and let them know. I assume this was bmw leasing, so they should know that some dealerships do not comply with the guidelines of their leasing agreement.
Then I would call the BBB.
And I would write a letter to the general manager. Try to find out who the owner is and let him know as well. Most of the time, the owners only hear the GM's story, not the customers.
And by god, never spend a dime with those condescending prigs....
Of course, tell everyone you know so they'll avoid them too.







fejjnagaf

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:
What you don't appear to understand is that it has everything to with Brecht BMW and the way they ALLEGEDLY treated her. All the manager had to do was patiently explain to her all the reasons you have, as to why she couldn't return the car there. You don't know that he did and we don't know that he didn't. However I have a feeling that if the manager had calmly and politely explained his reasons for not wanting, or being able, to accept the car we wouldn't be here posting on this story today. But then we'll never really know because only one party is here telling their side of the story.

Sudonum

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Your kids aren't a shield, and they're not a valid excuse after the fact. Towing them along doesn't earn you special points nor does it save you from abusive business treatment, especially when you're contributing to or even causing the problem.

nytmare

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @Blind But Now I See:"Personally, I feel if she lacks the ability to read and fully comprehend the terms of her lease agreement, then she shouldn't be driving at all."

Wow, so as part of the driving test, you should have to obtain a law degree to decipher all the mouse type and submit to a test of your comprehension?

You've made a number of assumptions, both about the situation and the minutia of or dealerships, their relationships with the manufacturer and how they deal with different types of leases. Care to offer any facts to back up yuro assumptions?

Even if she was completely in the wrong their is no reason she should have been treated like this. BMW corporate should care because it is heir brand being associated with the actions and attitude of their franchisee.

D-Bo

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Tesla motor already does this. You buy the car and pick all your options, you put down a deposit and then pay the rest when the vehicle arrives at your house.

IRSistherootofallevil

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> YG17: we're not talking about withholding payment until it comes to your door or local showroom. We're talking about a model where you plunk down a "deposit (or down payment)" when you walk out the door with the loaner vehicle (therefore, it's in your interest for the car to come in ASAP, as well as the dealer's, since he wants his loaner back, and you want your car because you invested a good chunk of money in it), and then starting payments when you accept delivery of the car. And, of course, this deal would put you under an obligation to take the car when it comes in. I think they can cut that time down to a month. For a company like Toyota that produces cars in the US, warehouses them in the US, and sells them here, it's very possible. And I'm not talking about keeping NO inventory. I'm talking about keeping LESS inventory (i.e. making a few cars with the most popular options). No company can function without keeping ANY inventory.

IRSistherootofallevil

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Just for you "useless information buffs" BMW stands for

Bayerische Motoren Werke or Bavarian Motor Works in english.

Their neat logo is from the sweep of an airplane propeller, a Messerschmitt I believe.

Blueskylaw

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Bimmers are for impractical sleazeballs. Get a Merceds.

Don Roberto

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Raquel wrote:
"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."

Sadly that's Capitalism 101. All the talk about 'customer service' and 'assistance' is only if they can make bucks off of you. It's a ruthless, dog-eat-dog mentality.

DasKapital

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I just sent them a nasty gram email via their website saying "how DARE you treat a lease customer liike this!" and link to this page :) good luck!

Scott

Consumer007

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Brecht BMW is an absolute nightmare. Doesn't suprise me to see this article. I was put through the ringer for months with our Brecht experience. I setup www.myspace.com/brechtbmwsucks a few months back and tried to point some people elsewhere on google buying keywords and point to /brechtbmwsucks. They don't deserve to be in business.

TaddSanMarcos

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @e-gadgetjunkie: my ex used to tell me about his friend who leased a lot of bmws, and they always had to drive up in an expensive car or the salespeople wouldn't talk to them. he also said you couldn't test-drive a hummer without leaving a $15,000 deposit on your CC.

ltlbbynthn

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> No matter who was at fault, the dealer's behavior was inexcusable. Raquel, you need to contact all your local TV stations and ask for their consumer affairs reporter. I bet your your story will be on the evening news the same night.

Oh, and you know the difference between a porcupine and a BMW, right?

Porcupines have pricks on the OUTSIDE.

Groovymarlin

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> this thread has cycled 3 times. i'm not going to be reading this anymore as it just keeps going in circles from posters not reading previous posts.

INconsumer

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> i guess people are just nicer in indiana because i've never had any problem like this at my dealership.

INconsumer

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @INconsumer:
I suspect the management made a judgment that another sale was not ever going to come from this woman. Having gotten just her side of the story, it seems to me she went rolling to the dealership with an ax to grind and got it. We can post all day in this thread how they could have acted, but that's just second guessing. Those guys are the ones trying to sell cars. I suspect if they had any hope of generating sales from the woman they would have tried to appease her rather than call the cops. My guess is she was one huge pain in the ass who didn't have her crap together to begin with and they wanted nothing to do with her or her car.

tcm22

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> @ChaosMotor: Why not return the car to the dealership where she originally leased it? As someone else said, it might have helped her to have called ahead just to make sure she wouldn't have any issues. But hey, I guess she got her money's worth by using the car up to the 19th. Save the "it's my right speech", you should use common sense.

gatopeligroso

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I think screaming and throwing a business card at the woman was a bit of an overreaction on this crazy dude's part.

insane.

overbysara

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> Obviously the OP went to a bmw dealership because of what Chase told her.

If she could go to other dealers, they should have told her that instead of her feeling like that crummy dealership was her only option that day.

Did she get penalized? Sounds like she did end up returning it the next day?

girly

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> I leased my VW from Langan Volkswagen in Meriden, CT. They were helpful, courteous, polite, reasonable, fair, and did not pressure me in any way. This is my third VW; the first two dealers (another in Connecticut and one in Maine) were both acceptable, but Langan will get my buy, lease, and service business for ever and ever, amen.

loquaciousmusic

]]> <![CDATA[Brecht BMW Tells Customer "Go Back To Volkswagon, You Don't Deserve To Own A BMW"]]> The dealership that is supposed to represent a high end product screwed up. Even if this woman was in the wrong and the dealership could not accept the lease.

When it got to the point of getting a manager they should have pulled her into a conference or sales room for starters. They could have bothered to help point out where and why they could not accept the lease if that was the case, including calling Chase on speakerphone. I am sure they have some sort of CSR monkey working the phones after hours that could have at least looked this up.
They allowed this to escalate into a nasty confrontation in the middle of the dealership.

One of they differences between high end service and what the unwashed masses get is that their staff should be able to handle a problem or a person being a problem without