General - Test driving policies at dealers

[Stephen West <stwest@xxxxxxxxx>]

     Greetings:
     
     Here is the scenario:
     
        Two months ago, my fiancee and myself bring my 328 in for a 
     scheduled oil service.  To make a long story short, the service rep 
     that we dealt with was less then professional, and we received an 
     apology from the service manager.  Since our routine oil service now 
     became an "inspection I", we had a problem, since they said that they 
     it would take about 2-3 hours to complete.  Since we did not plan on 
     this event, they agreed to loan us a car for the afternoon.  During 
     that afternoon, we were allowed to use a 1997 328 and a 1997 528 by 
     ourselves over a period of three hours.
     
     Fast forward to this weekend.  We called the same sales rep that 
     loaned us the 328 and 528 from before, and he remembers us since we 
     come in from time to time to look at cars. We come in to test drive 
     1999 328.  But this time the SAME sales rep that gave the 328 and 528 
     before says that it is, and always has been, their policy to accompany 
     the driver(s).  Both myself and my fiancee are very adamant about test 
     driving cars WITHOUT a sales rep riding along.
     
     We asked to speak to the sales manager.  While we are standing in the 
     showroom, the sales manager, our sales rep,and another sales rep are 
     talking among themselves about 12 feet away.  After already feeling 
     insulted, since we wanted to talk to the sales manager BEFORE they all 
     got together to agree on their version of the facts, the sales manager 
     tells us that it is, and always has been, their policy to accompany 
     customers on test drives.
     
     We reminded the sales manager that on at LEAST three occasions over 
     the last two years, we have test driven a mininum of four brand new 
     BMWs of various price ranges alone without a sales rep.  The manager 
     said that that was a mistake.  I can understand if we came in every 
     weekend and wanted to test drive cars, but we have requested a test 
     drive maybe four times in TWO years.
     
     This has also happened at another BMW dealer, where at one time we 
     were allowed to test drive a car alone, no questions asked.  And then 
     one week later, another sales rep. declares that he HAS to accompany 
     us, because of their policy.
     
     
     My question is this to anyone who was test driven new BMWs:
     
        - do you, or have you ever requested to test drive the cars without 
        a sales rep. present?
     
        - Were you allowed to do so on a consistent basis?
     
     I am afraid that this is another case of the 'typical' poor customer 
     service attitude that seems to affect far too many BMW dealerships.  
     As a point of reference, a short time ago, we stopped at a Lexus 
     dealer about 20 minutes before close.  We were looking at a LX450 SUV. 
     A sales rep came out to talk to us (he knew we were driving the 
     328is).  Without any questions or hard sell, he threw us the keys to 
     the $60000 SUV, without even asking for a copy of my driver license.
     
     Why can't I get this kind of respect and service from a BMW dealer?
     

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