BMW Of Devon

Summary: I bought the specific, certified used car I wanted at a fair price. The sales experience was without haggling and miserable because they let loose a salesman who appeared untrained. After sale customer service for registration and follow up was worse. In all my years of car buying, I have never experienced any franchise dealer where I felt so poorly treated. So I found my certified used car, a 2017 BMW X6, online myself on Cars.com. I called the dealer and arranged a visit on 9/26. I was assigned to a salesman, Dane Stanton. I arrived and he showed me the car. I asked some questions, most of which he was unable to answer without asking another salesman. I felt that I knew more about the car than my salesman, and that isn't right. Most specifically, I asked if the car would support Apple CarPlay, and I was assured it could be activated upon sale. I told him I would take the car and I would give him a deposit to hold the car until we arrived for final purchase on 9/30. This allowed the dealer to prep the car for sale. I returned with my wife on 9/30 at 4 pm. The vehicle price was as advertised and firm. I was offered a fair price for my trade. Dane Stanton again showed his inexperience. He constantly left us to find out how to execute the sales paperwork. We asked for BMW financing because there was a 1.99% national promotional offer from BMWUSA. Dane told us he was unaware of that and disappeared to talk to his manager for 20-30 minutes. He came back and offered 2.99%. I advised him again of the national offer for which I was well qualified, and showed him the internet promotion. He disappeared again for 15-20 minutes and now offered the correct rate. He completed the sales paperwork with much consultation, at times bringing another salesman over to do the computer work. We literally spent 4+ hours at his desk in this struggle. Finally, we went to Tory, the Finance Manager, to complete the deal. She was friendly and competent. We were with her for close to an hour. So after 9 pm (having arrived at 4 pm), we try to take delivery. Dane tries to activate Apple CarPlay for 20 minutes or more, without success. He enlists another salesman, who also tries for around 20 minutes. He finally gets the manager (Frank?), who comes and activates the feature. So we are finally able to leave after 10 pm. So a specific car which I located off the internet took 6+ hours to purchase! I can only imagine how long it would have been if there were any sales variables such as unanswered questions or price negotiation. So here is the after sales experience. I contacted Dane. I contacted him the next Day, 10/1/19, to tell him that the car did not have a vehicle manual in the glovebox. The manuals are customarily included on certified used dealer cars. He told me he would work on getting them for me. After contacting him 4 more times and nagging, I received a single book at the end of November, two months after I started asking. All the other books in the car packet were not included. Thank goodness for EBay where I was able to buy a used set of car books for $40. Finally, as of today, 12/19/19, my car is still unregistered. The dealer insisted that they had to take care of registration. I have now gone to Delaware DMV 3 times for VIN# inspection because THEY LOST MY PAPERWORK. I have had to get a temporary Delaware tag which is now expired as well. They expect a Delaware tag on or around 1/13/20, about 105 days after purchase. They gave me a 60 day tag at the outset. Delaware will not renew the temporary tag. I will have to drive an unregistered vehicle at my own risk due to this dealer's incompetence. Unequivocally, I would not buy from BMW of Devon again, even if they were the only dealer who had the BMW I wanted. I am pretty brand loyal, but I would switch brands before I would patronize this dealer again.