Naeem

Appalling service

Dear Wayne Berry, I would like to bring to your attention the appalling customer service that I received at your Berry BMW Heathrow branch. In particular from your head of sales, Spencer Jacobs, who has treated me with contempt and utter disregard. Being a loyal customer that has owned several BMWs bought from different dealerships, I expect a certain level of customer service. At the very least I expect to be treated with respect and civility. I received no such service from this branch. I am disgusted at the way he spoke to me throughout our interactions, in which he provided me with no explanation as to why our deal was being reneged upon, and offered zero apologies. By way of background: I recently placed an order for a new BMW M3 at your Heathrow branch with Warren Cathcart (Sales associate) The deposit was paid promptly, documents signed and agreement reached over two months ago, with the car scheduled to be delivered on 1st September 2021. Subsequently I asked Warren to upgrade the car to the xdrive package, and Warren sent out the new invoice with the new information/costs for me to check and approve, which was agreed. The next day Warren sent me an email stating that your head of sales was not agreeing to this contract, despite knowing about it for the last two months, as well as taking my deposit and entering into a binding contract. Given that a signed contract was in effect between us this is a breach of contract by your dealership and I reserve my rights to the fullest extent in this regard. Compounding this, I had actually recently cancelled an existing M3 order from another branch as your Heathrow branch was closer to my home and I had entered into a contract with you in good faith and paid a deposit. My family frequently purchases BMWs and spend considerable amounts of money as we are normally impressed by their level of detail and customer service. Unfortunately, your dealership is a far cry from this, as I have been made to feel humiliated and worthless by your employee Spencer Jacobs. I was intending to spend over £80k which is not an inconsiderable sum, and was about to order another M3 from your branch for my brother. I regret to tell you they I have now decided against this and will never step foot in your dealership again. Furthermore, I am alerting all of my colleagues, friends and family of this incident. I have now placed an order with another BMW dealership, who I originally was going to buy from, and whilst their service is fortunately miles ahead of yours I will now have to take later delivery of the car which has caused me hardship. Accordingly, I reiterate, I reserve my rights under the contract that was signed between us to the fullest extent. As you are the owner of the dealership, and manage a successful franchise with the BMW brand synonymous with luxury and customer service, I have felt compelled to alert you to the shocking level of customer service taking place at this branch. If customers cannot rely on orders placed with your branch, notwithstanding that a deposit is paid and an agreement is in place, then your behaviour is nothing less than fraudulent and completely unconscionable. Additionally, I have reported this matter to BMW UK who are conducting their own investigation.