On Jan 10, 2015, I went into Atlanta Luxury Motors (ALM) after seeing a good deal on a BMW X3. I was encountered by a salesman named Sunny and I told him what car I wanted to see. He took me to the car and interestingly enough, there was a “Sold” sign in the window. He said it had a name of someone who no longer worked there so he didn’t think it was sold but he would go check and get the keys. He came back with the keys and confirmed it wasn’t sold. He said I should drive it but he wanted to pull it out of the spot and then I can get in. When I got in, I noticed the TPM (Tire Pressure Monitoring) light was on. I told him about it and he said they just needed to “reset” it…..no problem. I was interested and after reaching an agreement, I said lets do it. During the conversation with the Finance Manager, my salesman came in and asked me to sign something saying that everything was fine with the car. I brought up the TPM light and he said, in front of the Finance Manager, don’t worry, we just have to reset it and we can do in on Friday, when I was having my LoJack installed. I signed. That night, when I started the car, it said it had a TPM “Malfunction”, and the service was past due. I alerted Sunny and he said they would reset both things on Friday. On Friday, I brought it in and again I reminded the Sales Manager about the TPM light and the “service past due” aler. He said they would take care of it. He came to me a couple of hours later saying they were finished. When I got into the car, both alerts were still there…. I told the Sales Manager and he said he thinks they had to order a part for the TPM….and that he would call and let me know when it came in. Someone came out and fixed the “service past due” alert. I asked questions and it didn’t seem like I was getting a straight answer so I wanted to talk to the Service Manager myself. When I spoke to him, he said they couldn’t “diagnose” the TPM problem so I needed to take it to BMW. I was shocked and confused because no one had told me that! So it was clear that I was paying to fix a problem that they could never fix in the first place! I believe they were aware of it being a major problem they refused to pay to get fixed and I was misled into believing it just needed to be reset. I was not happy and left the office. I saw my salesman on the way out and he stopped me and asked me how things went. I told him about the problem and then I asked him about their policy, if any, of returning the car if I wasn’t happy. He asked me to come back in. He went to speak to someone… This “gentleman”, whom I’ve never spoken to before, came out with a smile (now I know it was a smirk) on his face and said, “Ms. Singleton. There is no law in Georgia that says you can return a car. You own it! Now you can leave!!” And then he walked away. I was stunned…. I didn’t know what to say or how to react because I have never been spoken to, or spoken down to, in such a matter. I got up and left. I cried when I got to the car…. I was not making a scene, causing a disturbance, not loud or anything so. I’m a black 39 year old professional woman. I’m not sure which one of these things made him feel he could talk to me that way. I called my salesman back to ask him who the person was who had said that to me and he said it was the General Manager, Cade Ekes!! No wonder why there is shady practices! It starts with the leader!! How can he hold anyone else to a higher standard when he himself doesn’t know how to give good customer service! I went to BMW and found out that the TPM computer needed to be replaced….it is $564.
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