Sewickley, Pennsylvania 15143
SERVICE: (877) 476-4474
The dealer ordered the wrong color of car. The upgraded mats were given to another customer. Phone calls were not returned in a timely manner. Overall dismissive manner towards women. Would not buy from them again.
Sewickley BMW: Dear Robin: We do our best to provide a great sales experience to all our customers, not just based on gender. It is my understanding from speaking you, 6 days after delivery you called to state that your X5 was the wrong color. I stated that if you had said something at the time of delivery about the color we would have ordered you a different car that would have arrived in 2 to 3 weeks. It is our goal to offer the client what they want and if we deliver the wrong product, we can fix it when we know about it. After 48 hours all the titling and finical paperwork has been processed and sent to the bank and the state. After that time we can not unwind a sale. In reference to the floor mats, we hand delivered them to your house. The mats were not in stock time and had to be ordered. This entire interaction is not based on gender. That is not the culture of our store. We hope to service your needs in the future. Sincerely K.C. Kowalyk Operator Sewickley BMW
Robin M: Nice try, but here are the facts of what happened: Mr. KC was not involved in any part of the sale. My husband and I ordered the car with Kevin Miller. He is new. At the time we ordered upgraded mats and the mats were financed with the car. The day the car was delivered Kevin said I have some bad news. Another sales person "jacked" (his words) your mats for her sale. She apparently forgot to order them for her X5 and took mine. Yes I was very upset because I am a gardener and would not be able to use the car to haul mulch and stuff. Kevin promised to bring them to my house on Tuesday (this was Friday). Tuesday at 6pm, no mats. I called the dealership. Talked to Micahel Lattanzio (Kevin's boss). Kevin was off and he forgot. Mike was kind enough to drive the mats up to my house. 10 mins away. We opened the box and there were only front mats and the cargo mats. No back seat mats. ????? Mike says that I must not have ordered them. Hmm. Really? I buy a $60,000 car and cheap out on the mats, doesn't make sense. This is what I tell him. This is when I check my paper work and realize that they ordered the wrong color as well. I go into the dealership the next day. Kevin is working. I tell him there are no back mats. He insists that I didn't order them. Again, really? I also say that he ordered the wrong color. He tells me that this is the second time in three weeks that this has happened. It was the interior color last time. Mike walks in. I tell him about the car being the wrong color. They both look like ghosts at this point. Mike asks "Do you hate the color?" I say, "No, not really, but I don't love it either." Mike says, "Well, I don't want you to feel like you are settling." I say, "Okay, let me think about it." He says " okay, I need to know soon." We called the next day and told them we would like the original color we selected. No return call. The following afternoon, Mike called and left a message saying that he was doing a delivery and he would call back. Nothing. Saturday morning my husband and I stopped down the dealership. KC and Mike were at the track racing their BMWs. Yes, that's right. No call. Monday, my husband and I both called Mike separately. KC calls me at 6pm telling me that he was "hunting me down". Really, was I missing? He proceeded to tell me that they did not intentionally order the wrong color. Well, Mr. KC its nice to know that your dealership doesn't intentionally order wrong color cars for your customers. I don't think you would last very long. I then told him that I still didn't have my back mats. Hmm, he had to look into this. He'd call back to let me know. No call, just a BMW tech showing up with back mats. The whole issue was handled so poorly. Kevin Miller has no business selling BMWs. He's better suited at a place like Best Buy. Michael Lattanzio is a good guy, but he should have done the follow about not being able to order a new car, not this sad excuse for an operating manager, KC. No apologies, no offers to try to make things better. Nothing but "you should have done this". If you insist on ordering a car at this dealership, you better be sitting at the computer with them when they order it, because as KC told me, they have made this mistake several times before.
Overall expereince went well. At one point, the salesman got the ear of my dream husband.
Excellent communication with service advisor Brian Waters. Breakdown when I went in to pick up the car after hours and the amount owed was more than the quote I received. Positional and combative demeanor by Scott Ryan left me miffed. Sent email to GSM -- who didn't respond. But the ever-professional Brian did. Lots of business practices unfolded in this service visit.
The fact that they didnt have tea was not a huge detriment at 8 am, though would have been awesome. The professional treatment, experience and advise received from Brian and the mechanic were impeccable. Heading back to have much repair and service work done because of them.
Completely taken care of by trusted advisor, Beka Conely. Call and set up with Mike was a breeze. Very customer-centric team here.
I went in for a state emissions and annual and ended up with another problem entirely -- almost $400 more than what i expected to pay. Not the dealerships fault, but boy, isn't there always another problem with everyone's car when at the service station?