I love my car, but I have had a horrendous buying experience from BMW of Austin. I thought the price was fair. We reached an agreement on price, and upon some repairs that needed to be made, and created a list of items to be addressed in order for the deal to go through. We completed the transaction in good faith (6/17/17), and made the 7.5 hour trip the following weekend to pick up the car. The salesman, Javier, agreed to the list; sales manager, Jay, agreed to the list. The finance person, Danny, was rude and demeaning. He tried to push paperwork at us that did not include the repair items we agreed upon, and when we pushed back politely, he became argumentative and said he would just "staple our list" to the official paperwork, but then as soon as we signed the sales contract, he tore off the stapled list and told us to take it to our sales person, which negated the whole point of that list becoming part of the document & under contractual obligation. Danny also gave us incorrect vehicle tag, tax and title information on our purchase (since we were making out-of-state purchase), and told us we had to use their mail order tag & tax service, which was not true, and then became argumentative again, after I had just gotten off the phone with an Oklahoma tag agent about the title & tagging process. There were absurd fees for mailing tags and processing using their service, which was not required after all. Javier was leaving the following week for vacation, but didn't mention to person covering for him that we were promised a second key. So when I called Javier's backup, Roy, he was very dismissive and short with me. He rushed me off the phone, and didn't respond to my questions. I get it, we weren't his sale, but unacceptable nonetheless. I moved on to ask sales manager, Jay, about the requests. He was polite, apologetic, and promised to look into it. I stressed that we just really wanted what was agreed upon, especially since we were making the trip to purchase from them twice. I also stressed my frustration with the lack of communication, the encounter with finance- Jay apologized. But ultimately, we still had issues when we arrive to pick up the car (6/23/17), it seemed the list was never checked on by anyone. We were in contact with Roy and Jay all day before and day of vehicle pick-up about our ETA, and said we would try to be there before they closed on Friday, and if not, we would simply pick up the car on Saturday. We arrived at 6:40, and we were handed one key, no second key. We inquired about the key, and were told Javier must have it locked in his desk. Come to find out, no one had even ordered the additional key (the one I asked about at least 5 times in a week). Javier told us the car was getting all new tires, and they only replaced 3. They asked if it looked good, but we asked if all the items completed from the list, and no one could really tell us definitively. We were given no tutorials on the vehicle features, not even help moving our bags and car seat from the trade-in to the new car. I was so mad. They had even locked the front gate to the dealership and no one mentioned how we could get out. The only thing they cared about was asking me to fill out a customer satisfaction survey and give them all 10's because our original salesman, Javier, would be docked on his entire month's sales commission, not just our sale, if he received anything less than a 10. Fast forward another week, still no second key, called Javier again, and it was still not even ordered. Didn't get key until 7/7/17. It was not even programmed. No instructions included on how to program it. They also got my mailing address wrong, and sales couldn't help me correct it, so I had to call BMW Financial on my own just to get my statement. Just don't buy from here unless you enjoy being frustrated and disappointed.
Worked with Javier! Great experience. He pulled out three different cars I was interested in so I could accurately tell the difference between each of them. He was patient with me, answered my questions quickly and if he didn't have the answer, he went and got the answer. Love the car and enjoyed the experience at BMW of Austin.
Always a great experience with BMW of Austin. This was our 2nd vehicle purchase with Troy Massey and we couldn't be happier with our X3. Seamless sale, process, and transaction. Fun and exciting production of vehicle and it came out more than perfect. The service area is amazing...from Starbucks, massage chairs, charging areas, refreshments, and a BMW shopping area. I actually get teased when I take off work for half the day for a car servicing... "going in to get your oil changed and a massage today?" Great overall experience. Couldn't be happier. Thanks Troy!
Just bought an X3 from BMW of Austin, Troy Massey was our salesman. Very professional and friendly, walked us through the entire process and stayed to explain all the ins and outs of the car. Great experience, we highly recommend!
Professional, knowledgable, truthful, and personable. Troy Massey is the role model for the other salesmen and saleswomen out there.
Troy Massey was recommended to us by a co worker. He was the BEST car sales person I've ever worked with. Even my two boys, 10 & 12 who were stuck waiting on us to finish paperwork, thought he was great. Professional, caring, great negotiator, quick and to the point! I'd definitely recommend him and the company. A team of total pros!
Marc Smith at BMW of Austin is awesome! Marc was very professional and helped me to find the perfect car of me. My experience was great!
Just bought my 3rd BMW from Troy Massey at BMW of Austin. Troy is the best! He meets all of my needs and after the 3rd car he knows what I like and is always on top of it. Keeps me updated on the status of my new car and is always pleasant to work with. Thank you Troy. I love my new car!!!!!! Nancy W
Love the people at BMW of Austin. They made my experience so simple and painless - not what I have encountered in the past when buying a car. Troy Massey worked to make it happen, and everyone I encountered was so helpful!
I can't say enough nice things about BMW of Austin. Their professionalism, their service, and their desire to make buying a vehicle seamless. First of all I was looking at Audi, BMW and Volvo. I have to say Troy Massey is what every dealership should have in a sales consultant but doesn't! The more I talked with Troy, the more I was moving toward BMW. He went through all the details and never left anything to guess. I decided to order a BMW when I didn't find the right X1 I wanted on the lot. Troy updated me every step of the way! He emailed when it was on the assembly line. When it was done with paint and headed to the port, when it was crossing the ocean to having arrived at the port...and finally when to expect it in Austin! Troy even sent me the VIN number so I could have my car insurance ready. Then the gentleman who explained my lease, Brett Swanson was THE FIRST car financial rep I'd ever experienced of not trying to oversell all the options to be added to the lease. I was gritting my teeth expecting it to be a painful process (Most dealerships try to take advantage of female buyers) but Brett didn't move through everything at a fast pace trying to get me confused and to sign off on added options. He was honest, direct, and explained each option and why. When I didn't want an option he accepted the "No" and didn't try to press it. Next it was on to taking possession where, Maja Guiamelon guided me through the vehicle and it's workings. She went through the car and answered all my questions and never once seemed impatient which is impressive when you think about it. She took all the time needed, plus BMW Austin has a follow up appointment to go over any questions you have after you've had a few weeks to drive your new vehicle. But all of this started with Troy Massey who I have to thank for turning car buying into a comfortable and fun experience.
We enjoyed working with Troy. He made our new car purchase a happy experience.
I just returned from a once in a lifetime trip to pick up my BMW in Germany and can not thank Troy Massey and BMW of Austin enough for making the entire process seamless. Since I am retired, I live between two states. When I started my buying process, I was not sure where I was going to purchase the car, and Troy gave me 100% attention, even though he knew in the end I might not purchase from him. Initially, I decided to purchase in another state and Troy was completely supportive and offered to continue to help in any way. After a frustrating experience with the other dealership, I called up Troy and within an hour he returned my call and picked up right where we had left off. He took extra time to review my requirements, documenting any changes in email and ensuring I was happy and all my questions were met along the way. Troy was very knowledgeable about the Germany purchase option and kept us informed throughout the process. Everyone at the dealership was friendly and helpful. I definitely received the white glove experience you would expect from BMW. I would definitely recommend Troy for an excellent BMW experience. Thank you Troy!
From the minute we walked in, we were treated well and received exactly the amount of attention you would want at a dealership. No hard sell, no salesperson hovering as you drive. We worked with Troy in sales and Brett in finance, and both were wonderful to deal with. Everyone else at the dealership was polite and helpful.
Thanks to Troy and Travis for making my buying experience enjoyable. I will continue to only buy from BMW of Austin.
Troy Massey at BMW of Austin makes buying a vehicle a hassle free experience.
My husband and I were shopping for a new SUV and Troy Massey was great at being honest and not pushy like the sales people at other car dealerships we dealt with. He was very knowledgable and made the buying process easy and enjoyable! I highly recommend Troy and BMW of Austin for your next car purchase.
If you are in the market for a BMW, find Troy Massey, sales consultant, at BMW of Austin. He is very professional, friendly, and patient. He will locate the perfect car no matter how excessive your demands. He will also make sure everything is working for you after your purchase. His attention to customer service is the reason I keep returning to BMW of Austin.
Recently purchased a 7 series. Worked with Troy Massey in new car sales. Very professional in all aspects. Will definitely do business there again. Go check it out and make sure to ask for Troy.
Troy Massey helped me to select my first BMW from BMW of Austin. His knowledge of the BMW products and options of each car helped me decide what car met and exceeded all my needs! I was very happy and loved the fact that there was no pressure to up sell me on products and services I didn't want or need. I ended up with a awesome 435 AWD convertible! If your in the market and are looking for the ultimate driving machine check out BMW of Austin! For the best service and deals ask for Troy Massey!
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