BMW of Eugene — Local services in Eugene

I’ll start this by saying I really didn’t want to have to leave a public review, I’d rather keep business private. But we have tried calling 5 times now and BMW has not gotten back to us. So here it goes.

In early October I began negotiations on a white 2019 ford f-350. After coming to an agreement we decided to drive from grants pass to Eugene to test drive and potentially purchase the vehicle.

Upon arrival the salesman Josh greeted us “who was great btw”. We looked it over and hopped in for a test drive. Everything seemed fine in town, but once we got on beltline the truck started shaking severely. I immediately went back to the dealership, I still wanted the truck however I wanted it fixed before purchase.

Josh suggested a we-owe for the repair stating it was probably the tires that were the issue but they would have to diagnose the problem before fixing it.

We sat down at the sales table and began the process, I handed Cary $500 cash to use for the title and doc fees for the DMV “seems rather pointless to pay interest on documents”. I then explained I didn’t want to sign anything until we had an acceptably written we-owe in hand. But this is when I knew something was off.

When she showed me a we-owe that stated “diagnose wobble” it said nothing about fixing the problem.

The sales person Cary laughed at us and told us we didn’t trust anyone, and just to trust her and that she will email us the revised we-owe document.

That was more of a reason not to trust her.

My fiancé had signed an initial document and Cary then proceeded to use that digital signature to sign the rest of the paperwork for her without consent and shuffle us out the door.

Both of us were shocked at what had just happened, it was borderline predatory in the way they handled the deal.

I proceeded to hand Josh the keys and said I’m not taking this vehicle until it is fixed because it is unsafe and I began to leave. As we were getting into our vehicle they ran outside with another we owe document. It was actually the exact same document that Cary had signed without consent but with Sharpie written over it saying “diagnose and FIX wobble”. I don’t know about you, but that isn’t very re-assuring.

We then left, thinking we had just got steamrolled into buying a broken truck with no way of changing it.

So we waited for the call it was fixed, which never came. We called a couple days later, they didn’t even know the truck was still there. I called the salesman Josh, he ensured me it was being taken care of… two more days goes by, we call again and the service department still has no clue the truck was even there.

At this point we get a call and text from Cary, saying “you need to change your address with your bank for the loan to go through”. And then she proceeded to call multiple other times about this. All while we are waiting for this vehicle to be repaired.

With all the lies and roundabout with the service department and what we can only believe were straight up lies about the truck being repaired, we decided to cancel the loan directly with the bank since it hadn’t went through yet anyway.

But when we called to get my $500 back… we get the infamous “someone will call you line”. And then nothing. Five times….

So that brings me to this review. That I had to write, because your company doesn’t want to give back $500.

Also. If you’re trying to sell a vehicle of a lower trim level, and reporting it as a higher trim level to inflate the blue book you can just say that instead of lying point blank to a customers face that “king ranch trucks come with cloth seats and vinyl interiors sometimes”… that was the cringiest thing I’ve ever been told by someone trying to sell a vehicle.

Anyway, hope someone sends me my $500… that...

This is a crazy story, but here we go with one of the most amazing examples of customer service I have ever experienced. Setting the scene: I retired June 30. On that day, my husband also had Total Knee Replacement surgery. He was allergic to the glue they used to suture him up. That developed into an infection. He is fighting that and can barely walk and can’t drive.

REALLY - this has something to do with cars! And Eugene BMW!)

More background - it all plays in at the end - just like a good murder mystery! Three days ago, I found out I needed emergency spine surgery. I’m scheduled for tomorrow in Corvallis. I have to be up there tonight. Because we needed serious help, my friend Tanna flew in today to take care of us, get me to the hospital, John to the doctor, etc.

Now comes the Eugene BMW part! (I told you we’d get there!)

On the way home from the airport, my car started making a terrible noise. (I had just picked up my car a week ago from the shop getting $2700 in repairs.) In desperation, I pulled into the parking lot of the Eugene BMW. We got out and were looking under the car trying to figure out what was wrong. I saw several people headed our way and I thought, “Oh they are probably going to tell us we have to move our old car out of their parking lot!”

NOPE! JR, Jordan, and India sprang into action. They came to us immediately, asked how they could help, looked at the vehicle, offered to drive it to hear the noise, etc. One of them ran back in and brought us ice cold waters. I’m barely fighting back tears at this point - I was scared ! But they just took charge and reassured us they would help however they could.

Jordan listened to us and the car and the three of them discussed possible issues. Jordan very kindly said he did not feel it was safe to drive.

They could have said it was our problem, but instead, they brought us in out of the heat where more incredible people stepped up.

Tim, Jonas, Ryan - every person acted as though we were their #1 priority. And we were! They helped me call AAA, and while I waited for the tow truck, JR drove Tanna to my house to get my husband (and his truck) because remember - he just had knee surgery and can’t drive!

Through all of this, they treated us like the most valued customers, when in fact, we weren’t customers at all but just two very scared (some might say “old” - but these guys didn’t! ;-) ladies with a broken down 15 year old car (and not even a BMW!)

They didn’t have to do anything of this. But they did - and they did it with grace, reassurance, and kindness. We had to rush out of there to get to the hospital, and I didn’t get to truly say how much their kindness meant to us.

JR, Jordan, Indiana, Tim, Jonas, Ryan (I hope I didn’t forget anyone!). What you did today was so valuable and appreciated. So above and beyond.

I will need to buy a new car. I don’t think I can afford a BMW. But if there is anyway I can give you my business, I will. As soon as I recover from my surgery, I will be back in to try to figure something out. Because no one - NO ONE deserves my business more.

If you want to know how impactful your kindness was today, consider this. I am taking time to write a VERY long (too long - sorry!) review - here in the dark, the night before a very scary surgery. That’s how much you all meant to us. I am sincerely grateful to you. Thank you seems so inadequate.

You were all true heroes to both Tanna...

Initial Sales and Communication:

I ordered a 2022 Toyota Tacoma for my company in Memphis, Tennessee, in mid-November, and was corresponding with someone named Mitch through your online sales portal. However, when I arrived at the dealership, Mitch was not present, and I have never received any follow-up communication from him after completing the sale. This left me questioning whether Mitch is a real person or merely a system-generated persona for your online sales platform.

Travel and Paperwork Issues:

As an airline pilot, I had to fly into Portland, Oregon, and rent a car to drive to Eugene for the paperwork, which involved an approximate 4.5-hour round trip. I had requested that all of the paperwork be prepared and ready for me to sign upon arrival, as I was initially told it would be sent to me electronically via DocuSign. Unfortunately, this did not happen.

Upon my arrival, the sales representative assured me the process would be quick, and I would be in and out in 10 minutes, as I had a tight schedule. However, the paperwork was not ready, and I was pressured to purchase extended warranties and additional products, despite having specifically requested to only complete the purchase at the agreed price. The sales process took over an hour, and I left without receiving any of the necessary documents, such as the Bill of Sale.

Follow-Up and Communication Failures:

It has now been approximately three weeks since I purchased the vehicle, and I have not received any of the documentation needed to complete my transaction. I called the dealership about five days after the sale to inquire about the check I provided, as it had not yet cleared. I received conflicting information, and when I called again, I was told that all checks are processed in batches, which contradicted the explanation given previously.

Over the following weeks, I attempted multiple follow-ups with various salespeople and managers, including Ryan and Michael. I was promised multiple times that I would receive a call back, but no one ever followed up with me. As of today, I still have not received the Bill of Sale or any proof of purchase. This lack of communication is unacceptable and has caused significant inconvenience.

Shipping and Delivery Issues:

I paid $1,500 for enclosed shipping of the vehicle, but it was delivered in an open trailer, not enclosed as promised. When the vehicle arrived, it was filthy, and I spent over 45 minutes cleaning contaminants off the vehicle. This was not the level of service I expected given the premium I paid for enclosed shipping.

Additionally, when I purchased the vehicle, I was assured that the black covers on the wheels, which were not shown in the online pictures, would be removed prior to shipping. However, the covers were never removed, and the vehicle arrived with them still in place, which was both disappointing and misleading.

Incorrect Delivery Timing:

I was also not provided with accurate information regarding the vehicle's arrival date. It has now been approximately three weeks since I completed the purchase, and I was led to believe that the vehicle would arrive much sooner. The lack of clear communication on the timing of the delivery has only added to my...