Misleading sale attempt - break down in trust

Hi there,

Over the last 2 months, I have experienced the most shocking service at 3 different BMW franchises, with my last experience being the worst and has made me reevalute BMW as a brand.

December 2024: - Took my car in for a service at the Fourways BMW, asked for an evaluation on my vehicle as I was in the market for a new car. Did not receive the evaluation - did receive a cryptic WhatsApp, that did not result in an evaluation January 2025: - Visited BMW Waterfall to view a vehicle, asked the sales consultant to do an evaluation - he assessed car, did not get any evaluation, did not get in touch re: available vehicles February 2025 -Made contact on 6 February re: a vehicle I had seen online, an X2. Sales consultant X agreed to send me photos, he did not. I had to ask again on 7th February. Agreed to go to dealership on 8th February, consultant agreed - 7th February consultant advised he would not be available on 8th but his colleague, Y would assist. He also shared a voice note to say he has a 2025 model available at the same price point. This made me very excited. - Arrived at dealership at 10:00 on 8th, the promised consultant was seeing another customer - so we patiently waited (+-15 minutes). Walked around saw an X2 - loved it! Consultant then arrived and told us we could drive the 2024 model. As we drove the 2024 - we loved it and decided to proceed but with the 2025. Upon return, we saw a customer at the 2025 model (with the car doors etc open - so clearly keys were available). At this stage we say to the sales person, we do want the 2025 and he said no worries - he has told X to ensure we get it and has been texting X to make the deal happen. Once again asked to have the 2025 opened up and was told that the keys were in the new car safe - at this stage I should have been suspicious. I texted X and advised we were keen to go ahead on the 2025. We submitted documents on the same day (albeit we didnt realise not all documents were completed / concluded). We were advised items were missing or incomplete on the Monday, and corrected the issues. - 10 Feb - I confirm again that we want the 2025 model, and was told - no worries, if there are any issues - we will source another vehicle for you - 12 Feb - I confirm we will not finance the car and will pay cash. I was then sent the banking details AND only then an OTP. On the email Kelly says he was able to pass a discount and would chat to me about why. I immediately responded to say, please call me as I noted the registration date on the OTP is 2024 but the document was titled 2025!!!! The document title was 2025 X2. I do not get a call back despite promises that I would. I eventually was called back today and was told the 2025 was no longer available, someone took the car. This is not acceptable - and is misleading, why would the document be titled 2025, but it be a 2024 car.

Lastly - both West Rand sales consultants bad mouthed their peers - a few times. Clearly there is competition, but the competition does not seem to be healthy and is far from a good brand experience for me as a customer.

I was (was being operative) a relatively easy sale, and have been primed for a purchase this year - but your sales consultants are far from representative of a luxury vehicle brand. My husband and I have been BMW customers for the last decade, with 3 different vehicles between us.

And sadly, that ends here.