Auto Nation, I wish I could say I?m loving my new truck; however, I haven?t even received my F-150 to start using/driving which I bought 6 days ago (29 Jan 18?). If I may offer some harsh but constructive criticism, perhaps you?ll avoid similar issues/situations in the future with customers: 1. Before I arrived at BMW of The Woodlands, I had already reviewed the used vehicle inventory list and had decided on a specific F-150 Lariat. I checked with a rep to make sure the vehicle was still available, and it was. I made an appointment to see the vehicle and test drove it. My appointment was set for 1500 on Monday the 29th of Jan 18?. Before arriving at the dealership, I contacted USAA and had the loan ready and the truck insured. I test drove the truck and like I thought, I knew I was going to love it. But here is my issue, if I had everything ready (the loan & insurance), why did it still take two hours and a half for me to complete the paperwork?? I can understand if I walked in with nothing, but I had done my research, knew what I wanted and had the loan & insurance settled. Max time I thought I?d be at the dealership was maybe an hour. Not sitting around for 2.5 hours. I highly recommend streamlining your process to get customers in and out especially when they have everything prepared in hand and know exactly what they want. 2. While test driving the truck the check engine light came on. That did not deter me from getting the truck. The rep I was working with said they?d schedule an appointment at the Ford Dealership to get a diagnostic and find out the reason for the check engine light. I was happy and he said he made an appointment for the very next day (30 Jan 18?). I made the mistake assuming the rep I was working with would call me Tuesday afternoon or evening to give me an update on the truck. I didn?t receive any information or an update. I called Tuesday evening around 1900 and left him a voicemail inquiring about the truck. On Wednesday, I sent him an email around noon and did not hear anything back from him until Wednesday evening. He informed me the truck had not been looked at and that it was 3rd in line. I was a little upset because I bought a truck on Monday with the purpose of using it for a house-move I had scheduled on Thursday. He apologized but there was nothing he could do and that it?s not their fault Ford is keeping the truck so long. Correct, it is not his fault, but here is his mistake. I felt like I had to pull teeth to get information from him. He should have been on the phone with Ford finding out when they were going to get to the truck and why the engine light was on. Had I known it was going to take so long, I would have took it in to Ford after I used the truck for the purpose I bought it for. Being that the truck was still in the shop for a simple diagnostic check, I asked the rep for a loaner. He informed me they don?t do loaners. I was so upset with his lack of help, that I told him I would be at his cubicle first thing in the morning to return the truck. He said ok, see you in the morning. After a couple minutes, he called me back and said his Manager would grant me a loaner for one day. I told him that would not work; I needed a loaner while my truck was in the shop. He said he?d call me back. After a few more minutes, he called me back and said he Manager would grant me a loaner while my truck was in the shop. I highly recommend BMW of The Woodlands train their service reps/sales managers to be more proactive and communicate with their customers when they sell a vehicle, yet the vehicle has not been delivered to the customer yet. To this day, my rep has not called me to tell me what?s wrong with the truck. I had to call myself to get a status of the truck and I felt like I had to beg for a loaner.
Raul Garcia
Feb 3, 2018
Certified Center
AdChoices