Suntrup West County BMW LIED! GSM Orson Guyton I'm not giving your money back!

May 18, 2009

Barry Suntrup
Suntrup West County BMW
14417 Manchester Rd
Ballwin, MO 63011

Dear Mr. Suntrup:

This letter is a follow up to my very unpleasant conversation around noon today with your sales manager, Orson Guyton. I have never had any representative of a company address me or conduct themselves as belligerently and as loudly as he, even after I asked him to calm down so that we could have a reasonable conversation. The video that was recorded today clearly shows his unprofessional behavior. Yelling at me did not make what he said right or change the facts that I did not authorize the order of the car or the charge until Monday, May 18, 2009. I want you and/or Suntrup BMW to honor your sales representative Tim Eberharts sales promise on Friday, May 15, 2009. In Tim and my conversation on Friday around 3:30 in the afternoon, I was told if I signed the credit application and put a $1,000 deposit down that on Monday I would be allowed to cancel my order and get a refund of the deposit or apply the deposit to another car. I called at 10:00 a.m. on Monday, May 18, 2009 to cancel my order and get a refund of my deposit. If they ordered a car without my authorization you need to cancel it and not penalize me for the misrepresentation of your sales rep. I also expect to be sent a refund of my deposit of $1,000. I dont know why nor do I care why your sales reps stories have changed between 3:30 p.m. on Friday and 10:00 a.m. on Monday, but this is not how a reputable company does business. The credit card charge has not even posted to my account as of today, so I dont understand why you cant refund the charge as I was told on Friday afternoon. I have filed a complaint with the Better Business Bureau, made an executive complaint to BMW, and have contacted a local news station due to the numerous complaints against Suntrup BMW for poor customer service, misleading sales practices, and difficulty in obtaining refunds. I expect that you will be hearing from all of them. This has been the singularly most unpleasant sales experience that I have ever had and I never wish to do any further business with your company. I am trying not to hold Mr. Orson Guytons behavior against BMW as a whole, but his conduct today was reprehensible.

Again, I repeat, I am requesting that you cancel my order and send my credit card refund receipt to the address indicated above. Anything less is unacceptable. What I have outlined here is only the end of a very bad story. There is much more frustrating detail I can provide if you wish to have any further facts about how your employees are running and representing your dealership. In the economic environment that we are in today, I do not think that you can afford to continue to verbally abuse and mistreat your potential customers.

Respectfully,

Category:

Autos & Vehicles

Tags:

• MO BMW
• MO BMW dealership

[darecop5270]

These guys at West County BMW are the biggest crooks. For those of you that want to buy a BMW, DON'T buy from these schmucks, they will rip you off!

[tone30185]

You said it! Let's just hope the unsuspecting public see this and all of the other bad experiences out there so they can be better educated than I was when these fools tried to scam me!

[WorkinHard4aLiving]

We fell into the same trap but lucky for us we used a credit card and got the bank on our side to cancel the transaction. We did buy a brand new BMW from Auto Haus and have loved the experience and continued service they provide. We are keeping the video up to hopefully help and advise buyers to use caution when dealing with Suntrup BMW, and its sales team.

[Blitzk21]

I wish I had seen this sooner. VICTIM #?

[shobby1962]

This is the worst dealership in the whole US

They are bunch of crooks. Starting from the owner to general manger to sales manager and right down to salesman. Don't ever do business as you will regret it. DONT EVER give them a deposit under any circumstance because they will screw up your order and then keep your deposit.

[funnyasfuc]

How can anything be made from this? It's only a section of a conversation.