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| - I am the proud owner of a 2009 135i. On Wednesday August 29, my air conditioner went out and I called Desert BMW Las Vegas to get the soonest appointment I could (friday morning August 31). As I live in Las Vegas and it is very hot, it was important to me to have the AC fixed immediately. I go in on 8/31 and my adviser is Joshua Hernandez. He tells me that my condenser is bad and they have to take the dash apart, replace the condenser, and do a few other things. He tells me this will take at least 2 days. I ask him how I am going to get around during these 2 days, can I have a car? He tells me, matter of factly, that if I wanted a loaner car that I had to schedule this appointment at least one week in advance because everyone thinks they can have a loaner car . So Basically, I start off by being told that I should have to wait 1 week with no A/C in a climate where its over 100 degrees every day or else I am not subject to any sort of customer service. Joshua tells me that he will call me at 2PM on 8/31 to let me know the status of my car and how long they will have to have it. At 330PM, having heard nothing, I call Joshua. He tells me that my workorder had been transferred to Evan Levy. So after speaking with Evan, he confirms that he will need my car until at least mid afternoon on 9/1 and that there are no loaner cars for me to borrow. So I have to take a $50 cab ride home from work, and I spend all day saturday doing nothing. 2PM rolls around on 9/1 and I have not heard from Evan about my car. So I call. no answer. I call again, and again , and again. There is a skeleton crew on saturday so they dont have time to take customer phone calls. Finally, I reach a salesman and he nicely goes on my behalf to get Evan. Evan tells me that my car will be ready at 6PM. I ask him, OK when can your shuttle driver come get me? His reply, oh thats going to be a problem. Our shuttle doesn t run late on saturday so I need to have my guy come pick you up now and you can wait here until 6 . I be-grudgingly accept and wait for the shuttle to arrive. 2 hours 15 minutes later, there is no shuttle.So I call again... and again... and again... and again.... until finally a girl in sales picks up. I tell her my situation and she talks with Evan on my behalf. He says the shuttle driver is coming at 530PM now, even though on the original call at 2PM he said the shuttle driver was on the way. So finally, the shuttle driver shows up at 550PM. When i get to the dealership, Evan shows me a picture of my car with the dash off. He says this is why I didnt want to rush your car . I reply, I dont want you to rush my car either. I just want to know what is going on, I dont want to have to beg you to talk to me. When I get outside, I tell Evan, I dont see any reason that I will ever come back here . To which he does the following: hands me my key, hands me my invoice, says nothing, turns around and goes back inside. The whole experience with this dealership has been beyond horrible. To begin with the horribly unprofessional staff, mixed in with the incredible lack of convenience that should NOT be acceptable as the owner of a BMW under factory warranty, and then end the whole experience with even more extreme unprofessional conduct. Just a completely unacceptable experience. But I am not done. When I get home with the car I notice the following things: 1) The car is absolutely filthy on the inside. I maintain my car to a meticulous standard and it was disgusting inside. 2) There is a large and noticeable scratch on my windshield tinting. It is right in my line of sight and as the driver its distracting. 3) There is a small piece of leather on the driver seat that is torn. 4) The Tire Pressure Monitor inactive warning came on about 10 minutes into my drive home. This light has never been on before and according to my owner s manual I have to go back to this god awful dealership to have them look at it again.
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