Bob Marcoux

Avoid This Dealership—Terrible Customer Service and No Accountability I recently visited the Tulley BMW of Nashua website searching for a specific model. The X6M was what I had been searching for but, si Accountability I recently visited the Tulley BMW of Nashua website searching for a specific model. The X6M was what I had been searching for but, since it was still in the intake process, there was very few pictures. I contacted the Internet Sales Representative (Shannon) and let her know I was very interested and wanted to see more pictures when they became available (Monday). Within a couple days, the vehicle was ready, and she sent me pictures (Thursday). At this point, I was very pleased with the vehicle and, on Friday, I immediately contacted her again asking what she needed from me to secure the vehicle until I could make it to Tulley, and if I needed to do anything for registering the vehicle. I was serious and ready to put down a deposit to hold the car until I could arrive and close the deal. What followed was nothing short of infuriating. Shannon told me that it is their policy that they don’t accept deposits to hold vehicles. I explained that, not only was I four hours away, but I was away on business travel. This was Saturday morning; I was 100% interested in this X6M and didn’t want to risk losing it, so I, again, asked if there was any way they could make an exception due to the extenuating circumstance. She again stated, “We operate on a first come, first serve basis and typically don't take deposits or hold cars. I will definitely keep an eye on it for you.” Since, as she stated, "typically don't take deposits or hold cars", was there no one that she could consult with? Is this a single point of failure and there is no one to refer me to that could make that decision? Lack of training to know when to take deposits and when not to, or who to consult? From my perspective, the customer, there was no effort on behalf of Tulley BMW to help me make my purchase other than scheduling an appointment. Instead, we scheduled an appointment for Thursday, which means I had to make it through 3 days holding my breath. Monday, it was still there. Tuesday, it was still there. Wednesday morning it disappeared from the website. I immediately sent an email to Shannon asking if it had been sold; Eni responded in her absence that it was in fact sold. I was furious. If they had just accepted my deposit like any reasonable dealership would, I would have been able to secure the car and not have had to worry about this. Instead, they completely dropped the ball and lost my business. Not only did I waste my time, but they showed zero respect for my interest in buying from them, zero respect in any effort I was willing to take to acquire the vehicle. Instead, Eni offered another “like” vehicle that was way overpriced for the mileage and lack of options. A complete insult! Long gone are the days when a salesman is willing to work for their commission. Instead of offering some "like" xx vehicle, they could use their network to help find a reasonable, similar alternative. I don’t blame Shannon as she was just following policy. I blame Tulley for their mismanagement and utter lack of care and concern for customer satisfaction. I blame their leadership: General Manager, General Sales Manager, Internet Sales Director, and Sales Manager. Policies like this reflect poorly upon the organization, and policies like this mask internal failures/in-competencies. If they are going to market it on the Internet, there should be provision for out of area, out of state buyers. In the end, this weak policy only gained them ONE day by selling the car on Wednesday vs Thursday, and it will, through this review, ultimately tarnish their reputation. If you're looking for a dealership that values your time and your business, this is NOT the place. I’ll be taking my money elsewhere, and I would recommend you do the same. There are 34 other BMW dealerships in the reasonable area. Do your homework and seek better alternatives! More

Report | Print