BMW of Daytona/Orlando.....worst ever!!!!
I'm a BMW newby, and I hate that this is my first post on the forum. I've been riding for almost 40 years, and have bought and sold a lot of bikes. This was the worst treatment that I've had buying ANY vehicle. Below is the complaint I sent to BMW USA:
"I want to complain about my treatment at BMW of Daytona/Orlando, while buying a new 2008 K1200S this week. I live near Fort Worth, Texas and flew out to Orlando to pick up the bike and ride it back. This is my first BMW purchase, and may be my last, based on the way the dealership treated me. Here is a list of my complaints:
1. While negotiating the deal with BMW of Daytona; Ty, the salesperson, agreed to give me 10% off accessories with free installation. Ty gave me a total out the door price, I gave him a credit card deposit, and I sent him an email to verify all that we had discussed. He responded by refusing to provide me with free installation of the $1500 worth of accessories I had purchased. The next day, Frank, the manager, also refused. As evidence, I reminded them both that I had never been given a price for the installation cost. I wound up paying the $135 for the install.
2. After agreeing on a price, being provided an out the door cost, providing the dealership with a $1000 credit card deposit, creating a cashiers check for the balance, and making airline reservations, the dealership notified me the next day that they had forgotten to add a $500 fee for dealer prep. I asked, "At what point do we reach a verbal contract on the price?" We had agreed on a price, and I had provided a deposit, based on that price. If they made a mistake, they should suffer the consequences and absorb that fee. They refused to consider my position, and charged my credit card for the difference. At this point I was almost $650 over the agreed upon price (forgotten fee, and installation fee).
3. The bike was transferred from their Daytona facility, to their Orlando facility for delivery. My airline reservations had me arriving at Orlando, which is just a few miles from the dealership. I asked if someone could pick me up at the airport. They refused, costing me $40 in cab fare.
4. At delivery I had to specifically request an orientation on the bike. While the staff was polite, they seemed to have little time for me once I gave them the cashiers check. Since I was mailed all the paperwork in advanced, and told to sign it, I never had an opportunity to go through the delivery checklist at the dealership, with the bike.
5. Upon leaving the dealership, I noticed a "LAMPF!"warning on the computer. Because I was behind schedule, and in heavy traffic, I did not return to the dealership. I knew this would be a warranty issue I could take care of later. However, it was evidence to me that the dealership had not performed a thorough pre-delivery inspection. This issue is still outstanding, but will be resolved at my local dealership in Fort Worth, Texas.
6. While cleaning up the bike at home, I discovered chemical damage to the inside of the windscreen. At some point, it appears that brake fluid had sprayed onto the inside of the windscreen, from the master cylinder bleeder. The only way I can account for this damage would be that the dealership allowed brake fluid to spray the inside of the windscreen during the delivery prep. Daytona told me that there was NO WAY their guys would have done this, and implied that I had somehow caused it. My problem is that I need a new windscreen under warranty, and I'm not sure how the Fort Worth Dealership will respond, since they did not cause the damage.
Bottom line is that BMW of Daytona/Orlando made this the worst buying experience of my life. I've been riding bikes for almost 40 years, and this is my first BMW. I made every effort to be clear, and polite when complaining to the dealership, and they refused to respond. I feel like I was deceived during the buying process, and dealership refused to compensate me for their mistakes. The delivery was inadequate. Basically, I walked in, gave them the check, and they gave me the keys. I was totally dissatisfied.
While BMW of Daytona/Orlando may use the economy as an excuse for their declining sales, a larger problem is their poor management and customer service. It doesn't take long for the online forums to fill with stories like mine, when they are providing a poor customer service. The only reason I tolerated this abuse was because they have a monopoly on the 2008 K1200S, and they are offering a price that reflects the rebates offered by BMW. I'll never recommend or use their services, again.
At this point, I need is help in getting a new windshield installed under warranty. I'll be going to BMW of Fort Worth, for this service."