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Brecht BMW Tells Customer Go Back To Volkswagon, doesn't deserve BMW
consumerist.com — She only wanted to return her leased BMW. Following instructions to bring her car to any authorized dealership, she arrived at Brecht BMW in San Diego. Brecht's manager refused to accept the car, a decision he conveyed by screaming in front of her kids, threatening to call the police, and telling her to "go back to Volkswagon".
GilliamOS- 20 diggs
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- hurtstobesoemo, on 10/10/2007, -0/+4Give em hell boys:
http://brechtbmw.ldvis.com
Sales: 888.554.9229
Fax: 760.480.0854
Service: 888.554.9218
1557 Auto Park Way
Escondido, CA 92029 - meidenberg, on 10/10/2007, -0/+0Just a few comments from the Dealership side:
1. Brecht is an Authorized Drop off point for cars leased through BMW Financial.
2. The customer said she purchased the car elsewhere and leased it through Chase financial.
3. With that in mind why would Brecht want to assume the liability of taking possession of this customer’s car?
4. Someone commented on the dealer not making any money, you are right, I know of no business that would assume liability and store for free, any item that is not owned by them or one of their paying customers.
5. No one has commented on the total lack of help from Chase Financial in the Lease turn in process. Keeping in mind that the car belongs to them.
6. The Mercedes-Benz dealer took the Lease return because they do business with Chase, not because they are making money.
7. Anyone who has worked in the automotive world knows there is no financial gain to taking in a Lease return.
8. Why did the customer not call ahead to make sure that she had everything she needed before driving 45 minutes to turn in her car?
9. Why would you wait until the last day of your lease to make the turn in arrangements?
10. I cannot believe that Chase requires you to take a photograph of you and the car at the dealership! What is next a copy of that day’s newspaper to prove the date?
11. I admit the Brecht employees should have explained all of this to the customer and they should be trained to do that in the future, as well as use some common sense and compassion when dealing with the customer.- g0vinda, on 12/13/2007, -0/+0Meidenberg, I understand what you're saying, money is GOD and people should not be empathetic to someone who can't give them MONEY. The problem with your short sighted logic is this, think about how many people will read this article and NEVER go to Brecht because of it.
I personally will tell people this story every time the brand BMW comes up. I will warn them that Brecht wouldn't spit on their customers if they were on fire. Now, after giving that type of review and sharing this story, do you think that person will ever buy a car from Brecht? No way, in fact that story will probably sour them to the BMW brand.
Other luxury car dealerships know how to take care of their customers and that's where the money is going to go. So, in dealing with their customers in this manner, because this is how they treat their customers, they are only hurting their pocketbooks.
Word of mouth is more powerful than a full page add in the New York times and runs indefinitely. Not treating this person like a human being may not have made them any money, but it will most certainly cost them tens of thousands of dollars.
Keep digging this article folks, and don't forget, vote with your dollars! We do not have to take treatment like this!
- g0vinda, on 12/13/2007, -0/+0Meidenberg, I understand what you're saying, money is GOD and people should not be empathetic to someone who can't give them MONEY. The problem with your short sighted logic is this, think about how many people will read this article and NEVER go to Brecht because of it.
- g0vinda, on 12/13/2007, -0/+0I've received similar treatment and I purchased two cars at Brecht. The problem with the dealership is that they are DESTROYING the BMW name. I don't think that the corporate office realizes the amount of sales that they are loosing because of this franchise, the managers of which probably cannot even spell the phrase "customer service."
From the secretaries to the service advisors to the managers, there is not even one tiny piece of respect available for their customers. I've had to call and complain to the corporate help line almost every time that I visit the dealership. A lot of my business associates drive BMWs. Unequivocally, every single person that has been to Brecht says, "I will NEVER go to Brecht again!" Several of these friends have even sworn off the BMW brand all together and have subsequently purchased other luxury brands.
BMW has a great product and they think that they can walk all over there customers and still make money. But anyone who knows anything about marketing will tell you that if a customer has a bad experience with a franchise, that directly translates into a distaste for the brand. BMW of North America, wake up! You are losing customers in droves because of the way this dealership treats us!
My wife and I both purchased BMWs from them and we will NEVER purchase a BMW again! Thanks to Brecht, I would rather drive a Hyundai than ever purchase another BMW.
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