Open Road BMW

UPDATE: I finally had my day in arbitration court and won $1632.81. Happy to get justice but sad they took it this far. ============ OMG how far down they’ve come in just 6 months. TLDR: They flat o $1632.81. Happy to get justice but sad they took it this far. ============ OMG how far down they’ve come in just 6 months. TLDR: They flat out LOST MY WINTER TIRES and are refusing to take responsibility! They've been my favorite dealership for ~15 years. I bought countless high-end cars from them (most recently a BMW M8 Competition) and have been using them for service all this time. A few months ago, they moved and changed management. While I’ve been warned repeatedly at forums, etc that “all the good techs left” and “they’re now a disaster”, they’re conveniently located and store my winter tires so I decided to continue working with them and visited them to swap out my summer tires for winters. Immediately, I realized it’s gotten worse, it’s the little things at first: new $100 fee for NYC pickups, no more coffee in the waiting room, lacking customer service. I developed a relationship with the service folks over the years and always felt like I was treated as their number one customer. They're all gone and my new advisor just perfunctorily yelled and mispronounced my name so poorly, he didn’t even try to read the letters that comprise it - all minor stuff but leaves a bad impression. When I told him I’m here to swap tires they store for me, he said “we don’t store tires here, company policy”. I told him they sold me my winter tires 6 years ago and have been storing them ever since and he said “I hope they moved them over since the move”. Eventually he claimed to have found my tires, except said that one of them was gashed, proceeded to blame me for the gash and insisted I buy a new one. I mentioned that I drove these tires to open road in March and they were just fine. He escalated to the service manager - Thoa Huynh - who promised to look into this but told me it won’t be immediate so I had to leave my car. She eventually called me only to say the tires they found weren’t even mine and that in fact THEY STRAIGHT UP LOST MY TIRES. She immediately switched to “cover her tail” mode and instead of apologizing and making it right, TOLD ME SHE HAS NO PROOF THAT THEY EVER HAD MY TIRES TO BEGIN WITH and asked me to come up with some. I went on a day-long quest to dig up 6 years of receipts and sent her their own receipts which said “tires stored here” on at least half of them, a receipt for the tires themselves, and a text exchange between me and Craig, the former GM, that led to my purchase of the tires. She insisted that the very last receipt from this march didn’t say “tires are stored here” so in her mind that constitutes proof that somehow they didn’t store the tires that time. Truthfully, some receipts say and some don’t, it’s up to the tech that writes it and it doesn’t appear like they have a policy regarding this but it gives her ammunition to deny me my tires on their own technicality. I contacted the former service manager Jim and my former service advisor Brian, with whom I’ve developed a prior relationship and asked them for help. They both clearly remember my March swap back into summers and attempted to contact current management to guide them as to where they store my tires. Also, it’s not like 4 wide performance tires will ever fit in my small 2-door sports car, so me taking them wouldn’t even be possible and of course they have no record of me taking them. Thoa Huyhn refused to take responsibility and escalated to GM Alison Wirth, who took over a week to respond and basically said there's nothing they can do, all while they had my car. I have to mention the level of customer service generally. It seems like at no point was anyone genuinely looking to help me. Everyone's just scrambling to cover themselves at my expense and accusing me of somehow lying to them about them ever storing my tires. I'm an experienced litigation attorney and I’m confident I’ll eventually win this matter, but I’m honestly still hoping they’ll come to their senses, make things right and repair our multi-decade relationship. More

I was given an offer by this dealership through a partner website. Once they contacted me the next day there was a $10k surcharge for the same offer. I recommend you Don’t do business with a dealer w partner website. Once they contacted me the next day there was a $10k surcharge for the same offer. I recommend you Don’t do business with a dealer who bait and switches you. If you knew demand was high don’t send an offer you can’t commit to. Unsubscribe from true car if you can’t or are unwilling to deliver on your offer or better yet price in the market conditions so consumers are not mislead. More