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| - I've been a loyal customer that's had the pleasure of owning four (4) 7-series BMW, which really shouldn't matter because like general manager David states "a customer is a customer regardless".
However, on 12/19/17 I came to BMW of Henderson and purchased the 2017 X1 for my undeniably better half life-partner. Came with trade of my 2011 BMW 750 Li M-Sport Package.
The very next day I just happen to get flat tire presumably from debris on windy Las Vegas day. Conveniently enough, I was able to pull into a tire shop directly off the freeway only to find no lug/wheel lock for removal of wheel to repair tire. I called my salesmen Brain to be told, "if you can get the vehicle here we will take care of it".
Fortunately for me, I have AAA roadside service to pick up & drop off X1 at BMW of Henderson. Upon arrival, I am met with the horrible customer service of manager Eric addressing my situation with questions of, "do I want to keep all wheel locks on vehicle?" Again, only presuming that they'd rather just brake off all lug locks and replace with standardized wheel lugs (lugs without any locks). I'm like well, since you sell vehicles with them on I'd like to keep them as theft deterrent. Eric immediately began his argument that wheel locks aren't any real theft deterrent. After agreeing to keep wheel locks, he proceeds to accost me about my "warranty" asking if I want them to order me a new tire which is going to cost me $400 (normally $500). At this point, it's clear the way manager Eric was dealing with me & his slouched leaning position on the counter that he's not willing to help me out, and to think I traded my baby (750) in for this.
I move to mentioning that my 2011 750 has the wheel warranty etc, and allow me to pay the $400 for new X1 tire and just please return my trade-in (since I signed off on 5 calendar day return policy). Eric continues to argue telling me NO that now the X1 is damaged and not returnable!
Finally, the general manager arrives (David) not introducing himself as one, and I immediately turn to a new face for some help with my situation, I'm trying to return to my in-laws family Christmas party etc and looking for simple solution to what seemed to be an extraordinary situation for BMW of Henderson.
At first, David was a little reluctant to help, but did. He offered me all that I needed to get right. However, at this point it was a little too late because during this entire haggle, one of BMW's own service employees or Auto Nation's depending on who's asking, tells me that they sold me one of their loaner vehicles and that's why the 2017 X1 had 7,225 miles on it and more importantly why it didn't have wheel lock in it. Additionally, BMW had not disclosed this in my deal. I had signed off on 9 month retuned lease; who returns any lease in 9 months, there usually 2-3 year lease periods. Which further confirms my question of contacting the previous X1 owner concerning wheel lock and BMW not knowing who that even was.
Finally, after I ask general manager David to sit down a give me a moment of his time to discuss the situation it was clear he was there to help. But being the multiple 7 series (flagship model) customer that I am I just wanted my car back. I had expressed this concern with my salesman Brian before the X1 purchase.
Lastly and here comes the icing on the cake, after they pull my baby (750) back up for transferring of items from vehicles, I thought to pop the hood and give her a check. Low and behold the coolant lid was completely unscrewed and upside down just sitting there.
I immediately rushed to general manger David explaining how dangerous that is and that their BMW/Auto Nation service employees should really be checking under the hood before returning vehicles to their loyal customers. I then proceed to thank and shake manager Eric's hand for an unforgettable customer service experience. His response was, "my pleasure".
It was his pleasure ruining someone's Christmas gift and losing a loyal BMW customer smh. THANKS AGAIN Eric Ziegenbein to the grinch who stole Christmas!
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