Absolutely horrible. Expect as much customer service and follow through from this dealership as you would from a craigslist ad. AutoNation has lost a customer for life strictly because of BMW Fremont, which is unfortunate because the BMW dealership in Las Vegas where I just moved to is also AutoNation. First off, when I purchased my BMW back in 12/14, I was lied to about the vehicles options, I was never told about BMW Assist, and the salesman that "helped me" knew about as much about BMWs as a toddler would. I overheard the unprofessional staff making fun of customers who were outside on test-drives about their driving and parking skills. There was no 2nd key to the vehicle I purchased, so we ordered one to be sent to my house, and months later after not hearing any status updates I had to call and find out they had it sent to the dealership and should have received a courtesy call to come and pick it up. I never received any calls or emails back from the numerous attempts I made at trying to understand why I was being treated like I just bought a '78 Pinto from the side of the highway. I jumped through hoops just to get somebody to call me back, which only happened after I posted a negative review on Facebook about them. Also, the dealership got my name wrong from day 1, so all paperwork regarding my vehicle had my last name spelled incorrectly. They obviously don't give a fig about the customer after they have purchased. After leaving negative reviews, I was called by the GM, who assured me that everything had been corrected and that he has hired and trained his staff better to avoid situations like this in the future. I appreciated the call, but doubt anything had changed. At that point, I was just happy to be done with them, and only have to go back to the dealership for my scheduled maintenance. The one time I had my vehicle serviced here, the mechanic forgot to reset my mileage, so my check engine light came on about 1000 miles later telling me I needed to get another oil change. When I brought it in, they told me I was not due for another oil change, and that they must have forgotten to reset. Another wasted trip from San Jose to Fremont. Now we get to the real reason I am writing this review. In mid February of this year, I accepted a job offer out of town, and decided that my vehicle needs had changed and didn't need the extended warranties that I purchased, as I planned on getting a different vehicle in my new city. After weeks of unsuccessfully trying to get a hold of the finance manager at this dealership, I decided to drive up again and go in person, even though I loathed the very thought of walking in there again. I spoke with two gentlemen in the finance department, and I cancelled my extended warranties with no issues, or so I thought. I was told the checks are only cut once per month, so that it would take around 2 months for the money to be sent to my leinholder.,which is fine. 2 months went by (Mid April) and I had never heard from anyone, nor had I seen a penny from the almost $4,000 I was having refunded. I began making calls to the dealership (no answers of course) so I had to get BMW of North America involved. They gave me the contact information of someone at the dealership who I could speak with. This man told me that somewhere along the lines, there was a miscommunication and that 1 of my checks was sent to BMW Financial (who I did not, nor have I ever financed with) and the other check was pending due to insufficient information. When I called and spoke to somebody, he told me that I could not cancel my MPU warranty because you can only do that if you total your car. I had never in my life heard of this rule, and started to wonder why I was told the warranty had been cancelled back in February. I had to call BMW of North America again and ask what was happening and why I'm hearing all these conflicting stories now. BMW NA assured me that I was able to cancel my MPU, and that the man from the dealership was mistaken. I also did not understand why the refund check was sent to a finance company that I have never financed with, and why I was not notified that this check was sitting in dead space. The contact from the dealership worked with me and had the first check corrected and sent to my actual leinholder, (2 1/2 months later). He also assured me that the other check was being processed, he apologizes for the miscommunication, but he would have that check sent ASAP. He gave me an ETA of the end of May/first week of June at the latest. That due date passed, and there was still no check (Surprise!) I started emailing this contact again asking where it was, and I always received an email back a few days later saying he was out of the office, but he'll "check with the manager" . This happened 3 or 4 times with nothing but BS responses. And then he finally told me that the check was sent! YES! But.... It was sent to BMW Financial again... Just like the first check was that sat there for months because I have no account with them. I asked him how this could possibly happen twice. I have been very clear that I DO NOT HAVE ANY LOANS with BMW. He apologized, and asked me where he can have the check sent. (How they did not know who my leinholder was at this point is beyond me) but I happily provided the exact address, corrected my name for the 15th time (they still had not changed it from day 1), and even provided my account and routing # with my bank, all via email. He assured me the check was going out that day (6/17) and should be there the following Monday. I called my bank all throughout the week, and they never received anything. 10 days went by (6/27, today) and I finally asked what was going on with the check this time. He responded with a picture of the check, which was sent out on 6/17 as promised. YES!!! But... They sent it to the wrong address. They left out a digit on the address, spelled my name wrong again ( I know... ) and did not reference my account number or routing number that I provided via email (in writing), so even if this check somehow reached its intended destination, they would have ripped it up because the name was wrong and there was no acccount reference number. At this point, I finally lost my cool (yes all my previous conversations and correspondences had been polite and cordial, despite what I was feeling on this inside) and sent this contact an email with some choice words. I explained the errors that they had made for what it seems like the 8 millionth time, and that I did not think it to be humanly possible to treat somebody like this. He responded after the entire day went by with a "Sorry about that, I'll forward this to my manager". After this I realized that I was done with BMW of Fremont in all forms of communication. I finally decided to call AutoNation Corporate, (which , after looking at the photo of the check that was sent to the wrong address, I learned is who cuts the actual check). I spoke with a very helpful representative who sincerely apologized for all the nonsense, and assured me that the check sent on 6/17 would be stopped, and a new check would be sent to the new address, which he carefully read back to me to ensure it was correct. I pray that this is the last time I have to call to figure out where my money is. I have never had to do so much legwork in my life to get something that was rightfully mine. $4,000 may not mean much to a company that sells $100,000+ cars, but it means a lot to me. They showed no interest in helping me from the get-go, and caused more stress than anything else. This dealership ruined the BMW name for me, and anybody I come in contact with who asks will be told to stay as far away from AutoNation as possible. I have no issues with BMW of North America or AutoNation corporate, as they were both very courteous and helpful when I reached out to them. But this specific dealership, BMW of Fremont, is full of unprofessional snake-oil salesman who couldn't care less about their customers. It's a shame that AutoNation associates themselves with this dealership. I would suggest they cut ties with them as soon as possible. Thank you for making my first (and last) BMW purchase an absolute nightmare from day 1.
Spence Gonzales
Jun 27, 2016
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