Kim S.'s review of Sterling BMW

Sterling BMW

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Complaint Posted 9/22/2011
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Review 9/22/2011
What a TERRIBLY DISAPPOINTING CPO experience. I will NEVER go back to Sterling and I'm actively encouraging all my BMW friends to follow suit. I'm spreading the word of my awful experience... I bought a $60k, slightly used car from Sterling CPO. The purchase experience was less than satisfactory, but I was happy to have the car. After driving for a few hours, the oil light came on indicating that I was at the minimum oil level. I was shocked. After some investigating, I found that the gasket in the oil cap was not seated properly and had allowed oil to seep out around the cap. Needless to say, I was infuriated. I was in the middle of nowhere and my only option for getting oil was a tiny convenience store with minimal offerings. I called Sterling before doing anything and was basically told that they didn't know how they could help. My salesman attempted to locate an open dealership in the area, but to no avail. My only option was to re-seat the gasket, add a quart of the cheap oil and be on my way. When I was back in Newport Beach a few days later, I had requested that Sterling do an oil change, give me a new oil cap and clean the engine bay. After having a tech look at the car, Mike Reade, the Pre-Owned Manager, called me to tell me that the problem didn't start on their end and that I must have done something to cause the oil leak. I was beside myself. Not only had I been sold a $60k car that had a leaking oil cap which caused a major delay in a vacation and a massive amount of stress, NOW, of all unbelievable things, the CPO manager is accusing ME of causing the problem? At one point, he actually suggested that I had pulled over because the oil light came on, added oil and then drove away forgetting to put the cap back on. He also essentially threatened me by stating that since he knows that I put lower quality oil in the car, if anything were to happen to the engine, it could void my warranty. It was absolutely the most horrendous treatment that I've ever received. Mike was rude, condescending and dismissive. He offered to "split the cost" of an oil change. I refused. Why should I pay for their mistake? After showing the lead tech, Brice, pictures of the valve cover soaked in oil, he pulled Mike aside to chat privately. When Mike came back, he made his "final offer" to split the split. I kid you not--he offered to pay for 3/4 of the oil change. I refused to pay $75 or any other amount as I did nothing wrong. All that I could do was shake my head in disbelief. At this point, my boyfriend stepped in and started describing, step-by-step, what had happened from the minute the oil light went on. He asked Brice to take a look at the car with him. As we further explained the event, Brice listened, asked questions and showed concern. He then went to talk to Mike et al. He came back with good news. He would do the oil change, clean the engine and replace the cap. Brice was professional, patient and interested in helping. He had the car serviced and I was on my way in a short time. After returning home, I checked the valve cover and areas underneath it to see if the engine was actually cleaned. Judging by the oil that was still pooled in small crevices under the valve cover area, it didn’t appear to be cleaned. As far as the oil cap goes, I can’t tell whether or not it is new. And, of course, I have no way of knowing if the oil was actually changed. Brice seems like an honest guy and it felt like his concern was genuine, so I’m inclined to trust him. Brice gets 5 stars. He is setting a high bar—one that Sterling CPO, especially Mike, will never live up to.
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Hours   Phone   (949) 645-5900 Address   3000 West Coast Highway
Newport Beach, CA 92663
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