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I walked into dealership today, looking for a new car for my son. I was introduced to gene. Gene would not answer my questions directly about pricing of a vehicle. when time came to negociate, he told me they do not give prices unless i sign a peace of paper that says, I______ agree to purchase a vehicle now. When i refused to this, he told me his time is very valuable, he didnt just say this to me once but multiple times. and he implied this to me as if my time isnt, and im a doctor. He did not treat me with respect at all. he refused to give me numbers unless i signed the document. As we began talking even more i understood this guy just doesnt care that i am willing to spend up to 50k for a car. He then told me he would not help me anymore unless i signed. keep in mind iv only been here for 20mins. no one buys a car on an impulse decision like this. i told him im unless he starts being reasonable im leaving. he told me to he cant help me,.
http://www.dealerrater.com/dealer
If you want to get screwed over at every possible opportunity I would highly recommend Suntrup West County BMW. This dealership embodies your worst car dealer nightmare. The quality of service you get from these so called customer service professionals earning these huge salaries is a joke. I get better service ordering a hamburger than you will ordering a $40,000 car.
If you want to get lied to call Suntrup.
If you want to be treated like an idiot call Suntrup (and believe me you will feel like one if you buy from here).
If you want rude staff call Suntrup.
If you want someone who will verbally beat you down and not let you talk if you have even the slightest issue call Suntrup.
They will lie to you about the features on a car. The will tell you the car has features - and you will pay for these features - only to find out when you get home that you have been screwed.
They will pull every trick in the book to get you to "Sign Today". They will lie to you about financing, and payments.
They will tell you - "I'm giving you $20,000 for your trade in - BUT I JUST NEED TO PUT $14,000 ON THE PAPERWORK because "insert reason here".
AND if you lease - they will screw you over with outrageous charges when you take the car back at the end of the lease.
AND get this - all this is done with management backing - it's like the sales staff are trained to be that way. By screwing you over they must get extra brownie points from their bosses. I can imagine the meetings - "So, how did you do today - well I managed to screw 2 customers with lies and false promises - oh good boy - here have a doggie treat.
How these a** h***s have the conscience to sleep at night I will never know.
Don't expect any of your calls to be returned - unless they think you are going to sign on the dotted line in the next 30 minutes.
Don't expect any of your concerns will ever be listened to - THEY WON'T.
Oh, and did I tell you that after I bought my car the finance manager called me the next day to demand another $2000. Not only is this highly immoral (typical for Suntrup) I expect it is illegal. And no, I didn't pay it!!
I used to love BMW but now I can't look at one without becoming SICK.
Oh, and you won't get any help from BMW head office either who basically passively condone the c**p that goes on and tell you (very politely in not so many words) to go and screw yourself.
YOU HAVE BEEN WARNED - IF YOU GO THERE NOW AFTER READING THIS THEN I'M SORRY BUT YOU DESERVE EVERYTHING YOU GET!!!
Consumer's Original Complaint :
On 5/14/09 A.M. talked to Rob Winters about a BMW Z4. Came back in p.m. Arick Heffner greeted us. Told him we were working with Rob. Rob said hello and then Arick helped us and I test drove a 2008 & a manual 2009 Z4. Arick told me to price on-line. On 5/15/09 a.m. I sent e-mail from bmwusa.com site for pricing. Tim Eberhart called me regarding pricing on a 2009 Z4. He indicated if I just sign paperwork on Friday and put down $1,000 to purchase a 2009 Z4, that I could come in on Saturday test drive an automatic 2009 Z4 and 2 other cars (740, 650) and if I wanted to cancel the Z4 order, it was "NO PROBLEM". I could get a refund of the $1,000 deposit or apply it to another car. So I faxed the credit app. and credit card on the understanding that I could make a final decision on Monday 5/18/09. 5/16 pm Arick called and asked if we had a problem with him and why we switched reps to Tim. I told Arick that I told Tim up front about both Rob and Arick helping us the prior day. Now I am in the middle of Suntrup's sales reps tug of war! Did test drives on Sat 5/16 with Rob. Told him I am not sure about purchase and may cancel the order on Monday. Called Rob on Monday 5/18 am to say I was still unsure and ask if he could show me other 650's on the lot. Rob was not available, so I left message to call me back. Rob called back left a message for me saying "Congratulations on my new Z4 purchase!" I called right back to say I did not order the car. Rob said Tim ordered it on Friday, talk to Tim. Long story short: Sales Manager Orson Guyton FINALLY gets on the phone with me and proceeds to be belligerent and loud saying he will cancel the Z4 order, but UNDER NO CIRCUMSTANCES is he giving me a refund of the $1,000. I went to Orson's ofc. Wanted Rob, Tim, and Orson in the room and for Tim to lie straight to my face about what he said to me. I addressed my problem and understanding from Friday to all three. Tim sat there and said he knows their credit policy and would NEVER have told me I could get a refund. At this point, it is my word against Tim's. Orson is raising his voice and being belligerent. Told me he would NEVER consider refunding my money. It is against company policy, but I could buy a car with him. Why on earth would I want to buy a car from the likes of him?? Their sales and business practices are unethical and give car salesmen everywhere a bad name. Every one of them pointed their fingers at each other and had a different story. Tim said Rob ordered the car on Sat; Rob said Tim ordered it on Fri. Regardless, I was dissatisfied with their sales practices and misleading promises and had no further wish to do business with them; especially after Sales Manager (Orson) was yelling at me after I asked him to calm down and be reasonable. He would not provide his boss's name, the business owner's name, the regional BMW contact, no one! Said he is THE FINAL WORD at the dealership and if I wanted to talk to anyone else then I could find their number on my own. He said he was done with me and to leave his office. I left. I have no idea if they cancelled the order, but I do know I did not receive my $1,000 back. How could he, in good conscience, think he should keep that money which hasn't even posted to my credit card at the time I am writing this??
Consumer's Desired Resolution:
Refund $1,000 to my credit card and cancel the unauthorized order of a 2009 BWM Z4.
BBB Processing
05/18/2009 web BBB Complaint Received by BBB
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May 19, 2009, 8:08 am
TonyW
Car Dealer Check Member
Join Date: May 2009
Reviews: 1
Review Comments: 1
Forum Posts: 0
Update on Suntrup West County BMW-too many bad reviews
Letter sent to owner: May 18, 2009 Barry Suntrup Suntrup West County BMW 14417 Manchester Rd Ballwin, MO 63011 Dear Mr. Suntrup: This letter is a follow up to my very unpleasant conversation around noon today with your sales manager, Orson Guyton. I have never had any representative of a company address me or conduct themselves as belligerently and as loudly as he, even after I asked him to calm down so that we could have a reasonable conversation. The video that was recorded today clearly shows his unprofessional behavior. Yelling at me did not make what he said right or change the facts that I did not authorize the order of the car or the charge until Monday, May 18, 2009. I want you and/or Suntrup BMW to honor your sales representative Tim Eberhart’s sales promise on Friday, May 15, 2009. In Tim and my conversation on Friday around 3:30 in the afternoon, I was told if I signed the credit application and put a $1,000 deposit down that on Monday I would be allowed to cancel my order and get a refund of the deposit or apply the deposit to another car. I called at 10:00 a.m. on Monday, May 18, 2009 to cancel my order and get a refund of my deposit. If they ordered a car without my authorization you need to cancel it and not penalize me for the misrepresentation of your sales rep. I also expect to be sent a refund of my deposit of $1,000. You can send a credit card refund receipt to my attention at 14413 Rue De Gascony Ct, Ballwin, MO 63011. I don’t know why nor do I care why your sales reps’ stories have changed between 3:30 p.m. on Friday and 10:00 a.m. on Monday, but this is not how a reputable company does business. The credit card charge has not even posted to my account as of today, so I don’t understand why you can’t refund the charge as I was told on Friday afternoon. I have filed a complaint with the Better Business Bureau, made an executive complaint to BMW, and have contacted a local news station due to the numerous complaints against Suntrup BMW for poor customer service, misleading sales practices, and difficulty in obtaining refunds. I expect that you will be hearing from all of them. This has been the singularly most unpleasant sales experience that I have ever had and I never wish to do any further business with your company. I am trying not to hold Mr. Orson Guyton’s behavior against BMW as a whole, but his conduct today was reprehensible. Again, I repeat, I am requesting that you cancel my order and send my credit card refund receipt to the address indicated above. Anything less is unacceptable. What I have outlined here is only the end of a very bad story. There is much more frustrating detail I can provide if you wish to have any further facts about how your employees are running and representing your dealership. In the economic environment that we are in today, I do not think that you can afford to continue to verbally abuse and mistreat your potential customers. Respectfully,
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