[JoeClothing]

As I have posted on here before, I ordered a 2008 335i and it recently came in. We decided to lease a car for the first time and did the purchase through our CA at the local dealership who we are good friends with.

So long story short we head on up to the finance department to sign the paperwork and the finance manager who we were introduced to couldn't have been more rude to us. My wife and I got a bad vibe from this person almost instantly after we sat down. After only negotiating the sales price earlier, I began to ask her what the money factor was as well as the residuals. She looked at us with a snide look on her face and said "this is a lease and we don't disclose that type of information". I said to her, "are you kidding me"?, and in a harsh manner she said NO....and repeated for the 3rd time this is a lease, not a purchase and we don't disclose that information.
My wife literally got up from the desk and walked out of the room. At that point I laid into this lady like none other telling her, while I have never leased before, this is B.S. that she would treat us in this manner especially after purchasing 3 cars in 2 years from this dealership.

At that point she started to back down and conceded to showing me the figures. My wife then entered the room again, grabbed a candy cane off this lady's desk and said "let's go". So we stormed out of the office told our CA that this lady is an absolute basket case and he apologized on her behalf, sat down with us, and took care of our paperwork.

We did end up with the car which I absolutely love, but have to ask....has anyone ever been denied the ability to look over the terms of their contract?

[GhostyM]

This is absolute B.S that she would do that, that is like them not telling you the monthly payment after making a deal. It just doesn't make sense. I dealt with some rude people but nothing that rude to tell you the trute.

But on the bright side, congrats on the car.
Hope you enjoy it and drive safe.

[tryangles]

I live in CA over here I don't even think this is even legal for them to do. It will be an interesting call BMWNA get's a hold of you and says 1 through 5, what's the rating.

[majin ssj eric]

Another reason not to lease.....







jk!

[JoeClothing]

Please don't think that I didn't know what the MF/rates were before I went up to the finance office. The fact of the matter is I did know, but wanted to make sure I knew what I was signing. I know a lot of these auto finance managers are unethical and wanted to make sure they weren't bumping my rate to make a few bucks off the back end.

This experience warrants a letter to the owner of the dealership, and it will be coming....

[kuruptracing]

Originally Posted by JoeClothing

Please don't think that I didn't know what the MF/rates were before I went up to the finance office. The fact of the matter is I did know, but wanted to make sure I knew what I was signing. I know a lot of these auto finance managers are unethical and wanted to make sure they weren't bumping my rate to make a few bucks off the back end.

This experience warrants a letter to the owner of the dealership, and it will be coming....

Thats BS. Yeah make sure you give them (her) bad reviews!... I'd be pissed if I was treated that way!

[BMWE90]

Originally Posted by JoeClothing

Please don't think that I didn't know what the MF/rates were before I went up to the finance office. The fact of the matter is I did know, but wanted to make sure I knew what I was signing. I know a lot of these auto finance managers are unethical and wanted to make sure they weren't bumping my rate to make a few bucks off the back end.

This experience warrants a letter to the owner of the dealership, and it will be coming....

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

[JoeClothing]

Originally Posted by BMWE90

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

I respectfully have to disagree. The fact of the matter is that I don't believe this is the first time she has done this so I can't just chalk it up to her having a bad day. If she was rude that's one thing that I could let slide. However, when you flat out lie to a customer I think that brings up a whole new set of issues.

In my heart of hearts I think she saw a young couple (30 something) and felt like she could have her way with us in a disrespectful manner, perhaps as she has done with others. Long term, if something is not said this business practice of hers will continue.

[InfamousM3]

Originally Posted by BMWE90

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

wow.. you must work for a sleezy dealership like the one described by the OP making a statement like that. Its not OK.

[M3 Piotr]

What dealer was it? You should also post your experience in dealer's section. That sucks that instead of taking care of customers these dealers think they are something better than their customers. By the way congrats on the new car.

[John 070]

I wouldn't put up with that, especially since you're a repeat customer. I was in a similar situation buying an engagement ring earlier this year.

C'mon, this is the age of the internet, we can learn in 2 hours what it took a family 5 generations to conceal. I dealt with some very rude people shopping for a diamond (we're not talking mall, we're talking where these shops are concentrated).

Finally, I came across a shop where the woman waiting on me was a GIA gemologist. No matter what I asked (and I got technical down to depth, girdle, etc.), she pleasantly explained to me the answers. Finally, she told me she was confident she was giving me a very low price. When I shared this price with a shop two doors down, the guy shouted, and I mean shouted, "NOBODY IS GOING TO SELL YOU THAT STONE, FOR THAT PRICE. I MEAN NOBODY!" Then he said if we can be of any help in the future, let us know, meaning he had no counter-offer. Then his partner plays good cop to the other guy's bad cop saying at that price, it's a rip off. When I mentioned GIA, he said, "we use other certs, like IGI, EGL," yeah right. I bought the stone from the lady, and have GIA paperwork which is good enough for insurance. The rudeness of the other shop was my reality check on the price.

Anyway, the point of my long story is that I would never give someone a major purchase who was in any way rude, it doesn't sit right with me. As long as we as customers let that kind of behavior slide, they will continue treating future customers in the same way. The OP's 50k would be just as welcomed at a dealership that treats customers well. You want your phat commission and all 5's? As a BMW dealership, you better have some manners and integrity.

[LEDZEP]

Originally Posted by BMWE90

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

I disagree wholeheartedly. If you are not going to complain when receiving such bad customer service, then you deserve to always receive bad customer service. But there are ways to complain...

I would write a strongly worded letter of complaint (not angry or profain, just very frank) about the behavior and attitude of this woman - and give her name. I would also mention that the CA managed to save the day by providing good customer care and that is the only reason you went through with the deal. Send the letter to the GM of the dealership and a copy to Tom Purvis of BMWNA.

[gonzo]

Don't they have a satisfaction report coming your way? Frying a store on those is not good for the GM. Maybe turn this around and get on their "kiss ass" list.
She also may have gotten a lump of coal for Christmas....

[Lassaxi]

Originally Posted by JoeClothing

I respectfully have to disagree. The fact of the matter is that I don't believe this is the first time she has done this so I can't just chalk it up to her having a bad day. If she was rude that's one thing that I could let slide. However, when you flat out lie to a customer I think that brings up a whole new set of issues.

I think you did the right thing. You are well within your rights to ask her any question you want about the terms of your lease, and she is almost certianly obligated by law to tell you anything you want to know. She could be exposing her dealer to significant liability by refusing to disclose any terms of the lease.

But putting the law aside, she works in a customer service industry. It's her job to complete the transaction. If her poor attitude is getting in the way of her job, you should complain and she should be disciplined appropriately. Don't let anyone give you the "she was having a bad day" whine.

[carchrism5]

yeah that was BS i was 18 when i got my car and went into the dealership by myself they treated me like an adult even though they knew i could personally not pay for the car, they were extremely polite, showed me every single number on the lease papers, explained it and ran leases on different cars for me with a smile. Then I came back, signed all the papers, and when the car came in, my dad showed up to pay. It was an easy process and again the fact i was 18 and still got that service made me very happy with the dealer, as was my dad.
So i believe you just got unlucky with that lady.
But fortunately you got the car
enjoy!!

[phantom330]

I never understand why a dealer would have a problem disclosing a MF. Clearly your residual is on the contract so that is right in front of you. I think they probably don't want to get into the discussion with most people since the average joe doesn't understand what a money factor is. But on the flip side everybody wants to get the standard base money factor, but the dealer has to make some $$ somewhere or what is the point of being in business?

[normtrum]

Originally Posted by BMWE90

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

I know your statement has pretty much gotten thrashed on this thread.....so here's one more to make your day!

It doesnt' matter if she was in a bad mood or not. She is employed to be in an area that deals heavily with customer service. If she doesn't like that part of her job, she needs to find a another place to work....someplace that doesn't include any face to face interaction with customers. That type of behavior is inexcusable.

[trickydisco]

Originally Posted by BMWE90

Sorry about your ordeal but just let it go. The bottom line is that your CA apologized and you got the car. There's no point in making a big case out of it. Perhaps the woman was in a bad mood that day- we've all been through that.

BMWE90: You're a joke.
Are you a pushover or just dismissive?

JoeClothing: No way should you let this go. Your wife responded
to her intuition and reacted accordingly. Walked back in, took a
candycane and said "let's go"... that's style!

[JoeClothing]

Originally Posted by trickydisco

BMWE90: You're a joke.
Are you a pushover or just dismissive?

JoeClothing: No way should you let this go. Your wife responded
to her intuition and reacted accordingly. Walked back in, took a
candycane and said "let's go"... that's style!

THANKS! I thought her grabbing a candy cane and bolting was the funniest part of the whole ordeal. The fact that there were candy cane's on her desk may have saved the deal. We were both fuming and I suddenly busted out laughing that my wife, for whatever reason felt the need to unwrap a candy cane and start eating it in front of this women, as I continued to give it to her as we were walking out of her office. It certainly lightened the mood.

[Yeahas]

Originally Posted by carchrism5

yeah that was BS i was 18 when i got my car and went into the dealership by myself they treated me like an adult even though they knew i could personally not pay for the car, they were extremely polite, showed me every single number on the lease papers, explained it and ran leases on different cars for me with a smile. Then I came back, signed all the papers, and when the car came in, my dad showed up to pay. It was an easy process and again the fact i was 18 and still got that service made me very happy with the dealer, as was my dad.
So i believe you just got unlucky with that lady.
But fortunately you got the car
enjoy!!

My situation is just like u. I am an internatioinal student and my English is far from natural. Months ago, I went to the dealership with my parents who was then paying a vist here. I am 19 but my CA treated me with good manners and pacience, and we ended up getting my car from that dealership. This is exactly wut u should expect from BMW

[JoeClothing]

Originally Posted by LEDZEP

I disagree wholeheartedly. If you are not going to complain when receiving such bad customer service, then you deserve to always receive bad customer service. But there are ways to complain...

I would write a strongly worded letter of complaint (not angry or profain, just very frank) about the behavior and attitude of this woman - and give her name. I would also mention that the CA managed to save the day by providing good customer care and that is the only reason you went through with the deal. Send the letter to the GM of the dealership and a copy to Tom Purvis of BMWNA.

How do I get in touch with Tom Purvis?
Also, I don't know how to explain it, but this woman put off a bad vibe from the second we walked in the room. My wife and I were discussing how you could just feel how cold this lady was towards us.
For instance our CA said that we could delay our first car payment for 45 days which we wanted to give us time to sell our other car after we got a crappy trade in value. When we mentioned this she said, "you should have never been told this" we don't do that..."30 days max"

Then when we declined the wheel and tire insurance she started lecturing us on what a mistake it was not to get it because the run flats were so expensive to replace. I had to explain to her twice that our current E90 has them and we didn't want the insurance. Either way I knew that I was going to replace the RF's with another tire.

All in all the whole experience was terrible and while none of you know my wife and I personally, I can honestly say we are some of the most easy going people you will ever meet, and it takes a lot to get us pissed off.

[Sakaike]

I just want to weigh in on the advice offered by some to flame the dealership when you get that rating call. I was told something by my CA, which I hope others can either refute or confirm, that suggests you may want to think about this tactic.

I was told that while the questions are indeed about your entire experience, that the only one who gets slammed by the bad ratings is the CA, (and presumably the manager), not other individuals like the finance person or the delivery specialist.

He related a story to me about how one recent customer had an excellent overall experience, with the exception of the finance person. When the rating call came, the customer rated the entire experience a 5, with the exception of finance, which he gave a 3. As a result, the CA received no bonus for that quarter, resulting in a loss of several thousand dollars. This was the only non-5 the CA received during the quarter. The finance person was completely unaffected by this rating, since they are not evaluated and paid in the same way.

The moral here (assuming the story is accurate), is that if you really did appreciate the efforts of your CA, then don't flame the finance person in the rating - only the CA will suffer.

Intuitively, this doesn't make sense, but if it's reality then what to do should be clear: Write those letters and work outside the rating process.

Maybe some insiders can comment on this? I certainly don't want to be accused of spreading lies, but at the same time, it would be a shame to slam an otherwise good CA experience.