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Recent Reviews from BMW of Bellevue

Ben is horrible. It took us about a week of back and forth BS to finally get the car we wanted for my brother. Mind you I have excellent credit and was quoted at another dealership for a 40K car at 5% less interest rate than what they quoted me for a 20K car here THE SAME DAY we finally got approved. If it were not for them having my brother's ideal car I would have gone elsewhere. Then Ben leaves us for hours waiting for someone in finance and even goes to take his lunch during that time. The audacity. Another couple came in with their daughter as well to talk to Ben while we were there and they were upset that they drove all the way down there and he gave them a BS interest rate and quote and told them they would not find a better deal elsewhere because she had no credit. I was behind Ben looking at their daughter and signaling to them not to do it and to go elsewhere. That's how bad it was. Then we finally get in with the financing department, after hours of waiting. Joyce was her name. Probably one of the most fake people I've ever met. She was trying to crack jokes and be buddy buddy with my dad in the beginning, meanwhile we are exhausted from waiting to talk to her for several hours so we're just going with it but also pretty much zombies at this point. THEN she is trying to offer us extended warrantee and I get it this is her job, this is her commission but at a point where we are telling you no repeatedly and you want to throw a little fit and throw your papers to the side and walk out to "re-do everything" is where I draw the line. She came back and her attitude completely changed, no more jokes and being super fake friendly, just straight forward and basically wanted us to get out of her office (which thank god at that point because I was SO sick of being there) but she did not have to throw a fit about it like a money hungry little baby. We were so over it by the time we were done we were barely excited about the car, it was more of a relief that we could get the hell out of there. DO NOT COME HERE. This was the worst car buying experience I have EVER experienced. Never again. I recently got a "refer a friend" email from Ben and had to laugh at it.

Alyssa Doherty Oct 12, 2020

After 5 months I decided to give you another chance. I booked my appointment via your website. I chose the service I wanted (oil change) and there was another option to clean the car (interior or exterior, no price next to the service so I assume it’s free, I chose interior). I also checked option that I needed a loaner and here comes the first surprise: they charge for a loaner! I came to the dealership, finally it looked like a BMW dealership not some low class one, new building, lots of space, really nice (I couldn’t find X5 there though). I hoped everything else has changed, too. The agent wasn’t aware that I wanted a loaner, she told me they didn’t have one but they can get me one from Enterprise. Boom! Am I a BMW’s customer or an Enterprise’s one? She told me it won’t last longer than 90min. I had to call my wife and asked her to pick me up. It lasted an hour longer, I’m glad I didn’t wait. In the meantime I texted them to check Apple CarPlay and connectivity to BMW Connected app. I was told that I should talk to one of their Geniuses for Apple CarPlay and was given a number to call to check on the BMW app issue. I haven’t known you switched to a self service model - a very very poor customer experience. When the car was ready I was informed that they washed it and I could pick it up. When I told the agent I chose the interior cleaning on their website she told me it’s offered by another external company and costs $250, but the dealership would vacuum my car. I check out my car, it was parked just next to the entrance but the service member tried to convince me it wasn’t mine and that mine was at the carwash - when I explained that these were mine registration plates he called the carwash and told them my car was here not there. The cherry on the top was the fact that the car was dirty inside. I took a few pictures. Never ever again. You should go and see how BMW dealerships operate in other states and countries. Today you got 1 star from me for the worst customer experience ever. I hope the one in Seattle is better. My previous review 5 months ago (2 stars): Unfortunately, this wasn't as per the BMW standards. First there was a problem with a loaner (I was informed that there was none available but somehow they found one, lower model), then the estimated time of fixing my BMW was changed a few times, from 1 day to 2 days, to 3 days, to almost a week and then it was fixed after ~3 days. The car wasn't cleaned after the repair and there was minimum amount of gas (was almost full before) after replacing my gas tank. The worst part is that my seats were damaged during the repair...I'm still following up with the dealership. That's not the level of service I'm used to.

Slawomir Rejterada Aug 8, 2020

I purchased my BMW X5 in 2019 and I selected my service location to be the BMW of Bellevue. The first service visit I had was awesome. Personalized service, friendly staff, etc. BUT this time, not so much. When I arrived I was greeted and quickly brought into the service area. The service specialist that assisted me was not very personable and quickly said ok your good to go. I had to ask about the rental I had reserved, then he said oh and looked it up. I was told to go and wait in the seating area and someone would come get me. (last time my service specialist escorted me to the area, thanked me, offered if I needed anything but again not this time). I left with the rental, had no idea of how long it would take. I dropped the car off at 9am for an oil change. Finally got a call at 4:30pm saying it was ready. WOW for an oil change, 7 hours. When I came to pick up the vehicle, I had no idea where to park the rental, no signage no information provided. I walked into the service area and the gentleman asked if I needed help. I told him I was picking up a vehicle. He said go inside to the cashier. (again last time, my service specialist greeted me went over the oil change and car information and then had me pay at the cashier.) I walked in the service specialist I checked in with was still at his desk. He looked up at me no greeting no nothing. I walked to the cashier and was the only one in line in front of her. I waited maybe 5 minutes before she said do I need something. I told her yes I need to pick up my vehicle. She asked my name and retrieved the paperwork. She handed me the papers and said have a good day. I asked what do I do with the rental? She said oh you can give me the keys. Thank you. That was it. No use of name no service really at all. Makes me really second guess why I use this location and futhermore why I purchased a BMW in the first place. I also own a Mercedes and use to rave about the BMW experience, but honestly I cannot imagine recommending BMW over any other vehicle at this point. My partner with me even said he doesn't like the service at BMW. Really a let down overall. Even if someone used my name, thanked me, or went over my vehicle report that would have been great.

Brandon Martinez Jul 30, 2020

Great experience at BMW of Bellevue. We had been looking for a used 2014-2016 X3 with around 50k miles for a few months. This dealership has new (used) high quality vehicles coming in daily and we came across an X3 that was recently posted. They didn’t have time to post actual photos so we made an appointment same day and was pleased to see the vehicle met all our needs and more upon arrival and test drive. There was a moment that crossed our mind thinking they may be showing us the wrong vehicle posted because it was so nice and not what we expected. Huge plus and great first impression. The X3 was amazing and only had 57k miles, included M-Sport and Premium packages, and an added bonus of the larger 35i engine. It hit all our desired features in our months of searching and the straightforward pricing put us at ease. Our Client Advisor, Rava, was exceptional and we enjoyed his honest approach—there was no need to haggle knowing we had done our research and we knew we had a great deal in front of us. The only area that may have required negotiation was getting a second key made to avoid paying ~$300, but Rava went ahead and made this happen at no additional charge before we even needed to ask during closing paperwork. While Rava did and has continued to provide amazing service, we found the finance team to be more aggressive with their tactics and in some instances the typical “bad car dealer” experience. We can appreciate the need to make a profit and perhaps this is the dealership’s “good cop, bad cop” approach that works well in a majority of their client engagements—we didn’t find it much to our liking. Upon driving the vehicle home it was noticeable that it could have used a professional detail to bring the full experience to a perfect 10. It wasn’t necessarily dirty, but appeared like the vehicle was quickly wiped down and not fully detailed because dust, wipe marks, and other smears could be seen while driving away from the lot. Again, they didn’t have actual photos of the vehicle in the internet post so they likely planned to professionally detail the vehicle later. Perhaps we purchased before this could be done. We plan to pay for a full exterior and interior detail to bring the vehicle to its fullest condition. Overall, BMW of Bellevue is highly recommended and Rava was such a pleasure to work with. We couldn’t have asked for a better Client Advisor during our recent purchase.

PDS Mar 5, 2020

I've been a long-time BMW customer (16 years) with my first BMW actually from BMW Bellevue. After particularly poor service a few years ago, I switched to BMW Seattle. I'm ready to purchase another new BMW and happened to be with two friends in the Bellevue area today who offered to help me choose a new vehicle so I stopped by BMW Bellevue - assuming things had to have gotten better. I was wrong. They are way worse. We walked the floor of the sales and service department for over 5 minutes without being acknowledged at all -- despite numerous sales people and a receptionist sitting/standing around. After that we stood in front the reception desk in clear view of both her and the 4 salesmen milling around the glass office -- again, not a single person said a thing to us. One salesman came up and asked if I was "Kyle" -- when I said I was not, he just walked away. I then went to the receptionist a mere 7-8 feet directly in front of me who was busily focused on her cell phone to ask if she could ask a sales person to help. With no welcome or apology for waiting or not seeing us (?) she picked up the phone and we continued to wait. 5 more minutes later, still nothing with multiple salespeople continuing to walk by and stand around the glass office. I asked her again if someone was coming and she motioned to one of the sales men that we were waiting...he shook his head 'no' and walked away into the office! I asked what the issue was and she said it was closing time and many folks had already gone home. When I inquired why the 5 guys standing around couldn't help she didn't have an answer -- and I also reminded her it was 7:18pm, we had been there for well over 10min...and that they close at 8:00pm. Just as we started to walk out, a salesman came up saying he was busy with a customer and was only just available -- at which point we decided to leave after such an extremely poor level of customer service. Not a single hello, welcome, we'll be with you, are you being helped, can you give me a few minutes...nothing. Just absolute disinterest and unprofessional behavior. I've enjoyed driving their cars for over 16 years -- getting a new vehicle every 2-3 years -- but I will never again even think about visiting BMW of Bellevue for sales or service and I recommend anyone else go elsewhere. BMW should be embarrassed and horrified to have BMW of Bellevue representing their brand and the luxury vehicles and service they aspire to offer.

JC-Sea Sep 20, 2019

This is going to be sort of a mixed review. The good news is I got my vehicle repaired under a federal recall at no charge and I can say the staff were very understanding and friendly as a result of my constant calls and texts checking in on progress. The bad news is I had to endure it taking over a month to fix it (almost 2 months when you factor in the date I called the dealership to make the appointment). I bought this X3 from the Mercedes Dealership which is also Autonation and purchased the extended warranty. I have had wonderful experience with that dealership both sales and repair. I've heard that the BMW sales department is equally great to work with but have never bought a car from them. I've had this X3 for 2 years without any major issues. 2 months ago the X3 threw out a drivetrain error. The number one cylinder was shutting down. When the error first occurred, I called the dealership to schedule an appointment and am told it will take 2 weeks to get it into the Dealership nearest me. I schedule the appointment but also since I have an extended warranty and they could see me in a couple of days, I took it first to a local repair shop that specializes in BMW repairs. I figured I might be out a couple of hundred dollars for diagnosis or they might be able to fix it in which case I'm only out my warranty deductible. In a day and a half, they determined the engine was in good shape (compression, spark, fuel) but that the DME (main computer) was probably what was causing the failure. Essentially the number one cylinder was shutting down. The local shop isn't able to program the DME so I needed to take it to the dealership. I get it to the dealership and it takes a week and a half to determine/confirm the DME is probably at fault which is covered under a Federal Emissions Recall (also which the local repair shop advised me). Dealership takes a half a week to replace the DME but unfortunately afterwards there are still misfires and the engine is running rough and then ultimately drops the number 3 and 4 cylinders. The dealership spends another almost 2 weeks trying different things (replacing plugs, coils, injectors, etc) to try and get it running right without any luck. Finally the Shop Foreman takes over for the tech because it is taking so long and in a few days, determines that the VVT is probably the problem, changes it and gets the motor running right. My opinion is that either the tech originally assigned was under-trained to work on BMW products or they don't have the diagnostic tools/knowledge in the shop generally available for what to do if there are failures such as this. This issue should have taken a week in my mind to fix . To be without my car for a week shy of 2 months is ridiculous (from original error to getting my car back from the shop). In the end luckily everything was all covered under the Recall so the only thing I was out was the $600 I had to pay for the original diagnosis at the local repair shop. The dealership shop foreman was great, and knowledgeable and got to the root cause and fixed it very quickly once he took over. The shop service advisors were kind and friendly but given that the tech couldn't find the problem, were kind of at a disadvantage at being able to provide any helpful information or timelines for the repair. The dealership provided a rental car for free which was great. On this visit I was merely inconvenienced for my patience and being without my car for almost 2 months. Ultimately though I fear that if I had to do this repair without the Federal Recall, it probably would have cost me in excess of $15k out of pocket with all the time and materials consumed to make the repair. I previously owned a 550i for several years with no issues but this single experience has soured me on BMW products. So much so that when the repair was finished, I picked up the car and I drove straight from the dealership to Honda and traded it in on a new CRV.

Chad Smith Jul 19, 2019

Once you purchase your car from BMW of Bellevue they could careless about you. It's better to buy from BMW Seattle or BMW Northwest. Your purchase experience will only last a day, but your service experience will last as long as you own the car. Actually getting a service adviser on the phone is a joke. Leaving a message is a waste of time. I have left 8 messages in 3 weeks, and I haven't heard back. My 'service adviser' is Michelle. My car was running different last month. I explained to her that my car was running a lot longer after shutting it off. It would stall after starting in the morning and when leaving parked while at work. I also told her that my clock was losing time. I was told that I could bring it in the next morning, also i could have a loaner for one day. A few hours later I received and email (not a call) stating "Your car is perfectly fine. When will you be returning the loaner today?" I have has several new cars, I have never had one with problems with only 23k miles on it. When I went in to pick up my car and drop off the loaner, Michelle wouldn't even speak with me. She told the guy I gave my loaner car to, to take me to the cashier. I was standing in line and another person (service) asked if I had been helped. When I explained I didn't feel like it, he took me back to Michelle. She was annoyed that I was speaking with her. I explained that I have been driving the car for almost 2 years and it never drove like it is now. She tried to dismiss me by saying there weren't any error codes and I didn't know how a BMW should preform. I laughed and said that BMW's run like crap, that's the ultimate driving experience???? She said that her service manager tested himself. I asked to speak with him. When he came over, I ran through my car's symptoms. He asked her why she didn't put them on the ticket. He let me know that all the problems I was having could be real issues. He suspected it could be ignition coil, instrument cluster, and or the battery. He asked her for my loaner back and told me my car should be ready in 5 days. When my car was ready, I went to the cashier since she would meet with me again. I read the service ticket and when they hooked my car up, there was an error code for the battery and the battery had to be replaced, since it wouldn't hold a charge. They charged it for 6 hours and it wasn't charging. Seems like a real problem to me. When I got home, I was looking over the service ticket, I saw that I needed new front tires. I called in and asked for a call back for a quote for tires. Two days later still hadn't heard anything. The following day, Michelle emailed wanting to know how my car was running. She let me know I was 'lucky' to use the loaner. I thought is was running much better and I thanked her. I asked her for a quote for my tires, since I needed them. She emailed an amount for the price of one tire and the price for an alignment. I asked for the price for all 4, she said that should couldn't give it to me since she didn't know the size of my tires. Couldn't it be looked up?? I sent her a picture of my ties sizes from inside the door. She then sent me the cost of the rear tires. Five minutes later she changed it to a lot higher price. Then a few minutes later said she would give me a discount. I said can I get a quote for all four tires and all labor. Here is her response: Front tires : $490 $5 weight and disposal Rear tires : 290 $5 weight and disposal 45/each tire to mount and balance 219.95 alignment It's about $1630 out the door. I read that and was shocked a BMW service department would send a quote like that??? In my world, that doesn't add up to anywhere near $1630. I called and have left 4 voicemails to an actual quote. I never heard back. I bought my tires elsewhere.

Michele Jun 28, 2019

So i came in to get a BMW recall (Blower Motor wiring) serviced and left the car as directed at your service center in the AM. All day it was under BMW service center's possession and when i went to pick up my car in the evening i observed a harsh metal scraping noise from underneath (new observation) Upon checking with your very courteous service advisor, the response was "what do you want us (BMW) to do?" which later was also echoed by the service manager. I do understand mistakes happen but the sheer poker faced customer service took this to the next level. I was told the techs left for the day so i left the car overnight. During these discussions the service advisor and manager were more concerned that i pay for those charges Vs empathizing with the situation / trying to figure out why/what might have actually happened which shows BMW's complete lack of any dedication to help its customers. The next day your tech found that my rear brake plate was bent and in "hard-contact" with the rotor and suggested that whoever changed my tires (1 month back) might be responsible (its always someone else's problem right!) The mostly unconvincing part of this story is IF the brake plate was bent during tire change and n hard contact PRIOR to BMW servicing why was there no noise issues till the very morning i dropped off at your site? and the possibility that a porter/driver/tech at your site mishandled OR drove the rear wheels over a hard bump/debri/sidewalk etc as there are scratch marks on the rear wheel/rim that may have caused the the brake plate to bend/ get damaged in the first place?? The bent brake plate was eventually put back in place only after i had to consent that it was my fault so that BMW could proudly claim $220 for "the experience" Talented engineers design and build these great vehicles only for the experience to be ruined by such local office staff every once a while. What a total waste of time!! BMW BMW USA BMW of Bellevue

Aditya Chintaluri Jan 30, 2019

I wanted to purchase or lease a new BMW i3 with a range extender. The dealership didn’t have a new one in stock, but they did have a 2015 used i3. The saleswoman told me the used vehicle was a better deal and that BMW completes and extensive checklist and certifies the safety and quality of the vehicle. Against my better judgment, I agreed to purchase the vehicle. While I was waiting to fill out the purchase paperwork, I noticed a dent in the bumper and scratches on the rims. They told me they would fix these problems for free and it would only take one day. While signing the purchase paperwork, the finance manager kept making mistakes. We had to redo at least four forms because he screwed something up. He forgot one form entirely and had to bring it to me at work to sign 3 days later. Five days after the purchase, the car and steering column started to shake, badly. It was really scary and I felt like I was in an earthquake. I called the service department, who told me they didn’t have an appointment available and that I should go rent a car from Enterprise. I called the the salesperson, who made the service department call me back and promise to look at it the next day. I brought the car in the next day, and the service department told me they wouldn’t look at it but I could take a loaner vehicle. It took them 12 days days to fix the problem and finish the repairs they promised would only take 1 day. When I went to pick up the car, it hadn’t been charged or washed. When I turned the car on, I got a different engine error. They told me to leave the car, keep the loaner, they would fix the new problem and bring it to me the next day. When they brought the car to me, there were no more errors but it still had not been washed. I told the service manager everything that had happened and he offered to detail the car for me. That’s it. The bottom line is I bought a vehicle that BMW certified was in excellent condition, but actually had multiple cosmetic and engine problems. They promised to fix the problems quickly and it took them 11 more days than they said. I will NEVER buy another BMW from them again, and likely won’t buy a BMW again either. They are crooks and sell crappy vehicles.

Christina C Jul 12, 2018

Since 2000, I've purchased five cars from BMW of Bellevue but no more. Recently, choosing to use the BMW of Bellevue service department both damaged my car and cost me the use of the vehicle for over a month during the holidays. This dealership used to be top-notch; since switching to 'Auto-nation', it's become the lowest common denominator in terms of customer service. I called to schedule service as my 2014 328d was leaking oil I got an appointment almost two week away and, when I arrived, was advised that my warranty had expired the day before. It would've been nice if the person that looked up my car data when making the appointment had mentioned that; especially given the long lead time for the appointment. "We bill at $190 an hour," Aaron Weaver, my 'service rep' promptly informed me. With a leaky car right before Christmas, there wasn't a lot of leeway. He called back three hours later. The leak was due to the oil plug and pan threads being stripped by the oil change I got from them a month earlier. I wouldn't be charged, but the part wouldn't arrive until Monday, so my car would be there until Tuesday. It was very disconcerting to realize that the BMW dealership had screwed up a simple oil change. On Tuesday, I was informed the part was actually in Germany and wouldn't arrive for a week. I was told to come in for a loaner 'to cover [me] for the few days until the part came in.' When picking up the loaner, I also needed my work parking sticker and mailbox key. It took over 90 minutes. The actual hand off the loaner and getting the tag/key only required twenty minutes; the other 80 minutes were spent watching Aaron make telephone calls and listening to Engell Pellumbi tell me that I'd be taken care of. Driving off after wasting over an hour in a dealership the week before Christmas doesn’t really demonstrate care. What followed was three weeks of changing and growing stories. I was told the part would be in on the 26th, maybe the 29th. When the part finally did show up on the January 3rd, almost a month later, I was told my car would be ready on the 4th, 5th, and 6th. When I finally lost patience and told them that all I wanted was a guaranteed date and time that I could pick up my repaired car, I was treated to tales of sick technicians and the scheduling woes of auto service followed by me having to explain the "Should be ready" and "IF x happens, it'll be ready" don't constitute a guarantee. This culminated with five back and forth calls with Aaron that ended with him 'guaranteeing' the car would be ready on Friday the 5th. Then Engell called me an hour later to say it wouldn't and the technician being ill was causing a lot of trouble (apparently, they only have the one guy that can change an oil pan). I took my car to BMW of Bellevue for an oil change. They damaged the car and returned it to me without noticing. When I brought it in to be fixed, they took over a month to do it while giving me a new 'delivery date' every few days or hours. I heard multiple apologies from Engell Pellumbi, the Service Manager, but as far as I can tell nothing was done. I heard very little in terms of apology or sympathy from Aaron Weaver, and it doesn't look like much was done there, either. In any event, it's a month later and I'm still waiting for my car to be returned. I dropped my 3 series off for service on December 16th. As of January 7th, my car is still unrepaired. While I understand being patient in the holidays, that's a hard sell when being told the my car, which the BMW of Bellevue Service center broke in the first place doing a simple oil change would be returned on the 19th, the 28th, the 4th, the 5th, maybe the 6th and then 'we'll get back to you.' And I was stuck driving a station wagon for the holidays. I'm pretty fortunate in that I get to drive a BMW in the first place, but by choosing to get my car serviced at BMW of Bellevue, I got less time and more stress. Next time, I'll buy my BMW from somewhere else and advise everyone I know to do the same. . Quick Follow-up: I (finally) got my car back from BMWofBellevue. When I picked it up, Aaron took my loaner keys and advised that my keys were with the cashier and my car 'is parked right out front.' By "in front" in actually meant "parked in a dark side yard out in the rain and blocked in by another car." Given that he vanished immediately after getting the loaner keys, I couldn't point out his error. After hunting for my car in the dark and rain for several minutes I found it. Then some more hunting time to find a friendly mechanic (again, Aaron was long gone by this point) who moved the blocking car that let me squeeze my car out and away. I'm sure there are better ways to tell a customer "Screw you, we don't give a damn" as they're headed out the door unhappy to begin with, but the hiding the car on the side lot in the rain is an excellent way to make that point. This place used to be really good; it's very disappointing to see how quickly and totally it fell apart.

Douglas M Martin Jan 7, 2018

Let me start by saying, that I feel like I got a good price on the car. That alone is the two stars, if the review were solely on the car price, then this would be a lot higher review. However the car price + buying experience + service experience is what I am rating. 1st off, if you want customer service and help, don't go here. Try Tacoma or Seattle. (read the reviews on those first). With that said: I had an appointment with the sales person and got there that day and she was double booked and running between two people. Very impersonal. (this should have been a clue). Whatever... So we test drove the car, never came to an agreement, I get home and an email from the sales manager offering the car at X price. I agree. Second - The buying experience - Very similar except I saw her a bit more because we had paper work to do. Our appointment was at 10am and we were promised it would all be ready. I even pointed out a few things about the car and there was no second key. I was assured this would be taken care of as well. So we end up waiting for about 45 minutes for them to get everything ready. We sign all of the papers and the items I had asked about weren't taken care of, so another 20 mins... And no second key. I was told it had to get made and would be shipped to me along with plates. This was the end of August. End of October comes around and I email my salesperson asking about these two items, no response. Beginning of October comes around and I call my sales person and she says it will get taken care of. I follow up with an email. No response. I call the dealership, I am told it just arrived and they would send it. I inquire about the key and she doesn't know. (This is now going on a month and a few days). I have to spend an hour on hold with BMW NA to speak with someone and file a complaint. A day later the key is fedex-ed to my house. My plates finally arrived today.... To this date I still haven't heard from my salesperson. So if you need anything, be prepared to jump through a lot of hoops to get it accomplished. If you don't need anything and just want a good price, try your luck. I will not be buying my next car at this dealership!

jason745 Oct 8, 2015

Dishonest [non-permissible content removed]: sums up our experience with Bellevue BMW. Cliff notes: We purchase a certified used X5 with 38k miles from BMW of Bellevue and had it shipped to us in Texas. The car arrived with damage to interior panels of both back doors, a dent in the side of the car, and a the drivers side seat belt installed incorrectly. We were told the car was in excellent condition prior to purchase. We immediately contacted the dealer to complain about the interior panels and dent. After 3 months, they sent a check that doesnt even cover ¼ the cost of what our local BMW dealer said it will take to make the car in the excellent condition we purchased. Bellevue BMW apparently today told our local dealer today that they are done dealing with us and refused to pay the $70 to fix the seat belt installation error. If youre looking for honesty and a dealership that stands behind the cars they sell, BMW of Bellevue is not it. Details: After using a nationwide car search through our well known military based credit union, we located a certified used 2012 BMW X5 with 38k miles at BMW of Bellevue. We reached out via email and were contacted by sales rep Alvin Ecklund. The car had all options we desired and Alvin was, at first, helpful to provide details of the car and attest to its excellent condition. Since we live in Texas(and the dealership is in Washington) we expressed concern to Alvin about purchasing car without seeing it in person. He stated that he often sold cars to out of state buyers. We asked specifically for any information or pictures about any imperfections on the car that would distinguish it from new. Alvin responded with an email that said This is in excellent condition no scratches that I saw and also inside is also in great condition. We purchased the car, and paid $1200 to the auto transport they recommended and waited for the car to arrive. Within 10 minutes of the car being unloaded from the transport my wife called me to express frustration with damage to the inside of both door panels. She also noted that Alvin signed paperwork with the transport company acknowledging a dent in the drivers side rear fender. Though the dealer apologized, it took several weeks for Bellevue to provide a reference to a local repair shop who came to look at our door panels. The repair shop, (again recommended by Bellevue) said the panels could not be repaired to excellent condition and proceeded to show us where sub-par previous repairs on the panels were already failing. We again reached out to Alvin and requested that Bellevue replace the door panels. Alvin explained in email that Great condition is what a used vehicle will be once they repair the panels for you. We escalated our complaint to the general sales manager Uwe Thuemar. After Uwe suggested that the transport company had damaged the car, he took another 4weeks to tell us that we would be getting a check for $500 to cover the cost. (It is worth noting that the transport company had the car for only 3 days. So the logic behind a company transporting this car all the way from Washington to Texas, damaging the back seat interior door panels, trying to partially repair them, and delivering it to us in the span of 3 days is ridiculous.) Further, during the first few days of ownership it became apparent that the drivers side seat belt is installed twisted. Our car is at our local dealer today for a routine oil change and some other small issues. We asked them to fix the seat belt and were explained that this is not covered under our certified used warranty since the assumption is that the car is delivered correctly. Our local dealer asked Bellevue to cover the $70 charge to correct the issue and Bellevue refused saying they are done dealing with us. We were also told the door panel replacements are $1300 EACH plus labor. So the BMW dealership needs $2700 plus labor to fix the seat belt and door panels on a certified used BMW with 38k miles that was sold to us in excellent condition. We find it hard to believe that any BMW dealership considers a 38k mile certified car with holes in the rear door panels to be acceptable, much less excellent condition. Had we known the accurate condition of this vehicle, we would not have purchased it. We will continue to work our way up through corporate, but this is ridiculous and everyone should be warned.

carx793 Sep 21, 2015

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