*BUYER BEWARE*
I…read moreflew in from Pennsylvania to buy a 2024 X3 from BMW of Murray. Before I committed to travel, my sales person, Rony Exantus, assured me the windshield had no chip damage. After the paperwork was signed, I found two splintering chips. Rony's response on the spot was, "there's nothing we can do about that." A second BMW dealership disagreed, confirming the damage is severe enough to require a full windshield replacement, likely $1,000-$2,500+ once camera and sensor calibration is factored in, and that it's unlikely the car will pass Pennsylvania state inspection as is. In the weeks since, the splinters have continued to spread from ordinary driving, worsening with time.
When I initially called to get this resolved, I was routed back to Rony. He now claimed the damage was minor, a stark reversal from telling me before I flew out that there was none at all. On June 18, I emailed Kirk Nuno, the GM, and laid out exactly what had happened. He didn't respond. The inquiry was passed instead to Shane Romano, the sales manager, who replied the next day. In writing, Shane told me the dealership holds itself "to higher standards" on out-of-state deals and said he was "happy to work something out" once I sent photos. I sent them that same day. He went silent the moment he had them.
Getting any further response took two rounds of escalation to BMW corporate, repeated texts to the person at BMW Murray who was working on my vehicle registration, and a public review; the first corporate contact alone did nothing.
Four weeks to the day after I sent those photos, Kirk Nuno finally called. It wasn't the dealership choosing to make this right, it was the dealership responding to pressure it could no longer ignore. What he said on that call directly contradicted what his own sales manager had put in writing weeks earlier: "We've heard your review, we've heard your messages to BMW corporate, and the decision we've come to as a management team is that we are not going to help you with your windshield." He pointed out that the car was used, seeming to suggest this was damage I should have expected from a vehicle they sold. When I asked whether he thought this was an acceptable way to treat a customer, he didn't answer. Instead, he said, "we can continue to keep talking in circles or we can end the call." That statement sums up my experience with this dealership from the moment I drove off the lot.
I did my due diligence as an out-of-state buyer: flew in, inspected the car, documented the damage immediately, and escalated through every proper channel available, including BMW corporate itself. In writing, this dealership acknowledged fault and promised to make it right. A month later, on the phone, I was told the direct opposite.
Avoid an out-of-state purchase with this dealership at all costs. If you are considering one anyway, document the car's condition yourself before you sign, and get every promise in writing. Spoken words, written commitments, and apologies won't be honored once the deal is done. This dealership was given a month and every opportunity to keep its word. It chose not to.
