BMW of El Paso

In the search for a good beginner car for my 17 year old daughter, we were delighted to find your dealership. Salesman, William Perez, and Assistant Internet Salesman, Jorge Salas were friendly, informed, kind and helpful. We were looking over the '03 PT Cruiser theyhad on Interrnet Sales, with CarGurus and for view on the lot. It seemed as though it was going to be exactly what we were looking for. It was priced a bit above the recommendations found on NADA and Kelly Blue Book; but due to the low mileage and good care the car was given we had all decided to give it further consideration. I arrived to the dealership around 1:30pm to review the vehicle. I thought it was perfect! Now, because it was to be for my teen daughter it was necessary to get her approval on the purchase. After having spent the better part of the afternoon in negotiations for the lowest possible price, it was determined the price was as it stood at $5995 and any necessary repairs would be made to the vehicle prior to taking possession should we decide to purchase. At 3:30pm I informed both William and Jorge I would need to pick my daughter up from school at 4:00pm and be back at the dealership within the hour. I asked if I could leave a deposit on the vehicle to ensure it would still be available when we arrived back. I had experienced a situation where I didn't offer a 'hold' deposit on a vehicle which as a result was sold before I could return and didn't want that issue to happen again and explained that to both as well. Both gentleman said it wouldn't be necessary, no monetary deposit was necessary, the vehicle would be available...."no problem". My daughter and I arrived back at the dealership at approximately 4:30pm. We were welcomed and escorted into the showroom and William was advised we were waiting. About 15 minutes later, William retrieved the keys to the vehicle and allowed my daughter to test drive it in the confines of the dealership and provided her time to look over the car to determine if it was to her liking. We parked and I informed William we would like to purchase the vehicle for cash at that time. He escorted us back to the showroom and I let him know I would purchase the vehicle, however informed him I would not pick it up until any necessary safety and agreed upon repairs were made. He seemed pleased and was eager to begin a contract. We enjoyed the selection of coffee's y provided in the waiting area, my daughter began working on her homework and we assumed the process of purchase had begun. William first collected my driver's license and approximately 15 minutes later returned said DL and asked for my insurance information. He went to the back offices and made 3 copies of each. After spending another half hour in the waiting area, Mr. Frank Valladolid, Internet Sales Manager, approached my daughter and I and boldly informed us the car had already been sold to another party. As you can imagine, I was shocked, flabergasted and then simply furious. I informed Mr. Valladolid that I had been assured not an hour earlier that this situation would not happen. I let him know I offered to put money down on the vehicle to ensure just that, but was told it would not be necessary.....not to worry! Mr. Valladolid continued to say, "We do not hold vehicles, I'm sorry". He was not interested in the assurances his salesmen made and conveyed and he did not want to discuss it further. Poor William was as in shock as I was and did not even want to look at me. When I asked to speak to Jorge Salas I was asked by Mr. Valladolid why I wanted to speak with him. I continued to ask to speak with him and Mr. Valladolid continued to ask why and eventually informed me he did not want a disturbance in his showroom; that he was Jorge's boss and it wouldn't matter what Mr. Salas would say to me, that the car was sold. I assured him I intended to share my experience at BMW/MINI El Paso Dealership with everyone I know and would ensure appropriate information was shared with dealership reviews as well. It mattered not to him. I hope it is understood how upsetting this situation was. Had I not had assurances from the employees of BMW/MINI of El Paso I would have understood. But I asked to put money down on the vehicle, was told it wasn't necessary and to top it off my daughter was granted a test drive on a car which had apparently already been sold. How does this happen? Where is the departmental communication? The unethical behavior displayed during this transaction is appalling. I now have to continue my search, deal with my daughters upset and disappointment and continue to hope that somewhere I may encounter honest, ethical salesmen in an industry which already has and continues to display a questionable reputation. I am writing this letter in hope they will provide appropriate training, conflict resolution and better consumer service. I have seen statements and ads that they value customers, but in my case.....it was not a priority nor did it demonstrate commitment to that value. I am profoundly disappointed in my experience with BMW/MINI of El Paso.