"Disappointed. Worst Car Buying Experience. "
At first Moe seemed rather friendly. We saw the ad for the 440i on Autotrader and for a 1 year old vehicle it had low km, was accident free, and the price was within my budget, so I assumed it would be a good financial choice to save some money rather than purchasing a brand new car.
Everything was fine at first, car drove smooth, other than some minor wheel alignment work than needed to be done. Moe mentioned the vehicle had all packages, but failed to mention it was missing the Driving Assistance Package which includes lane keep assist. The test drive was on a single lane road so we didn't notice that was missing. To be fair we should have noticed.
During the discussion regarding finances is where the troubles really began. As for every vehicle purchase we tried to negotiate the price. I had another vehicle on lease from another bmw dealer, but Moe offered to take it in by paying a percentage of the remaining lease cost and paying for some extra damages not covered by the wear and tear protection we had on the car. Understandable, I've leased vehicles before this happens. However, we agreed to decrease the price of the vehicle i was purchasing, but on the papers he decreased it $1000 less than we agreed upon. I mentioned that if we get the discount we requested we would put a down payment right away and purchased the vehicle. Moe said, he was taking that money down from the other car he was taking off our hands, but it didn't add up to me, but since the vehicle was still in my price range I still agreed to purchase and signed the papers.
We agreed to pick up the vehicle roughly 10 days after signing the papers. Moe also mentioned he had the vehicle for 2 months already, and it came off a employee lease.
I went to pick up the vehicle with my family, which is a 2 hours trip but the deal seemed like it was worth the drive. Went through some more paper work, handed over my previous lease. I finally see the vehicle I purchase, and notice large markings on the driver side fender, and side skirt; to me it appeared as if someone removed the parts and replaced them and by doing so the paint was chipped off, but why would that be needed to be done if the car was accident free. They offered to fix that the following week at the dealership, and give me a rental. But for me that's another 4 hours drive there and back, and puts more km on my vehicle plus the cost of gas. My family and I already spent 2 hours driving there and did not want to leave empty handed so we took the vehicle instead of picking it up after they fixed it.
Right before we were about to leave I asked for the second key, only to find out it wasn't there. Moe begins to scramble, says he's going to go find it in his office, and comes back saying he just now placed an order for the key. This all happened Saturday June 29th.
This vehicle had been with the dealership for 2 months and was an employee lease yet they did not have 2 keys for the vehicle. This extremely frustrated me. The paint I can forgive because it is not a brand new car and the offered to fix it. The missing key however, is just complete incompetence. If the dealer had the car for 2 months and knew one key was missing, they should have ordered one. Especially if it was an employee lease; which made me question if Moe was being honest with the fact that it was an employee lease. Once we agreed to purchase the car, and were going to pick it up 10 days later, Moe should have gone through the checklist to prep the vehicle for pickup and seen there was a key missing, and should have ordered the key so it was there when we went to pick it up. It truly seemed like he didn't care and was trying to get away with it. Even if he mentioned that currently there was only one key from the beginning I would've been okay with it. But I had no idea until the day I went to pick up the vehicle.
We left the dealership with one key, and talked to Jeff Budd, the pre-owned manager, who agreed to order the key as well as fix the paint; which was to be done the following Saturday, since the key took about 5-7 days to arrive.
I call Moe the following Friday to confirm I was coming in tomorrow since the dealership was very far from where I live. He then tells me the key has not arrived yet as he placed the order for the key Tuesday. This frustrated me again, since he told me he ordered it Saturday. I expressed my frustration to Moe, and he told me there's nothing he can do. It didn't make sense for me to make to separate trips so I decided to wait till the key arrives to take the vehicle back for them to fix the paint. He told me the key should arrive the following Tuesday.
I wait Tuesday for a call to notify me that the key has arrived; no phone call. I emailed Moe asking for an update. He mentioned the key is still en route. I receive an email Friday notifying me the key is here and Moe would call me Monday to organize a day to drop off the vehicle.
No call Monday. I emailed asking to book a day for the service. Still no reply. This begins a number of phone calls, texts, emails, and voicemails, that received no reply. This further increased my frustration. I call reception to speak with Jeff Budd, the manager. After speaking to Jeff, I finally receive a call from Moe the day after saying the service department will reach out to me very soon; I did not receive a call. I text Moe, and he replies, the service department is under heavy volumes. The following day and still no call from the service department, I text Moe for an update; no reply. I call Jeff again, and once I called Jeff is when a service tech called me to book a day to come in; the service was booked for Monday.
I drop the car off Monday, received a rental, and was told I will receive an update in a couple of days. I get a call Tuesday notifying me my car is ready for pickup; which confused me. A proper paint job takes more than a day to do properly, and there's no body shop in the service center. I go to pick up the vehicle, to find the worst cover up job I have ever seen. It looked as if they put some kind of stucko or tape and then used a paint brush over it. It was horrendous. The amount of money I paid for my vehicle, to see a paint brush cover up was truly the last straw.
It was not a cheap vehicle, not at all, but they treated me and the vehicle as if we were cheap, and they tried to cut every corner they can to pull the wool over my eyes and get away with a sale, thinking I wouldn't notice. I refused to take the vehicle back in that condition, and demanded the vehicle be fixed properly as the dealership promised. Jeff Budd came down to see the vehicle and shared the same thoughts to the work done saying he too would be extremely frustrated at the quality of work, and was very sorry that this was even attempted. He then says he will take the vehicle to Budds Collision Center, a body shop, where the vehicle will be fixed correctly and properly. The rental was extended, and I left back home.
Another week goes by the vehicle was ready for pick up. The paint was fixed, I have both keys; I left the dealer hoping to never to return.
For over a month I was dealing with issues with my vehicle that should've have been fixed prior to my purchase. Their biggest sales pitch for used vehicles is how much, detail, time and money they spend to recondition their vehicles but obviously that was not done. Hopefully they use the money the charged me for my previous lease and actually fix the "damages" they pointed out.
The paint was understandable, a used car is not perfect. However I still believe some work was done on the fender and skirt due to some incident which they didn't mention when we asked if any service was done on the vehicle or if it was in an accident. The key is unforgivable, Budds BMW should have ordered a second key as soon as they made the car available for sale; especially if it was an employee lease. I still find it hard to believe that the vehicle was previously leased by an employee. Moe should have done his job, and went through some sort of checklist when prepping the vehicle for pickup, noticed the key was gone and order it within the 10 days between when we signed for the vehicle to when we picked it up, or at least tell us a key is missing and will take time to come in. Customer service definitely was poor, I shouldn't need to chase Moe and constantly be ignored, and end up going over his head to his Manager to get the job done.
I picked up the vehicle June 29th, and had to deal with Budds BMW's disappointing service until July 31st when all issues were fixed. Over a month of stress, having to constantly call Moe to stay in the loop, not having the vehicle I purchased for two out of the four weeks since I signed for it, roughly 3 trips spanning 264km per trip, and minimum 3 hours there and back per trip, paying for gas and putting extra km on my purchase vehicle; I am finally able to enjoy my vehicle.
After this experience I will never purchase a vehicle from Budds BMW, or a used vehicle at all for that matter.
I know this was a long review, but my experience was also much longer that it should have been; I wish i could write a positive review. I hope someone from Budds BMW reads this and understands my frustration, and if you're thinking about purchasing from Budds BMW, learn from my experience.