I have bought 25 BMW:s since 1986 to…
I have bought 25 BMW:s since 1986 to our family. 5 of those cars I bought from Spain without seeing them and trusting salespeople but this time all went horribly wrong. I bought 2025 model X3 from Crestanevada Madrid with only 15000 km's in it. Since I live south of Alicante the car was delivered to Crestanevada Elche. We arrived Elche at 11am to pick up the X3 and were asked to take our replacement car (2017 BMW 640d Gran Coupe with 31000 km) to the car repair shop behind Crestanevada for review. After 15 minutes they drove the 640d back to dealership placing it in front of X3 blocking us to move. Person who brought the 640d claimed that the left light unit has been changed ( because it has different bar code). I told him that the barcode does not have to be same on both sides and he just said ok. After 15 minutes they called again from car repair shop and told me that 640d has "some" problem with steering ! How could they find this out as car was still parked in front of X3 at Crestanevada. I told them that there is nothing wrong with the steering. I have passed ITV 2 times during 5 years and it has been serviced by official BMW service once a year. I asked report or test result of the steering problem or could we take test drive to identify the problem. No reaction. At this point I already knew that they are trying to fabricate something to get more money from us. And surprise surprise...after 30 minutes I received a call from Crestanevada Madrid and I was told that I have to pay €1000 for the steering problem !!! I Told that I am not going to pay anything before they show me facts regarding steering. Since all the agreements were signed digitally and I had already paid several tousands to Crestanevada account I knew (and they knew) that we are stuck in this situation. At 6pm. (7 hours after we arrived to Elche) I was forced to pay €1000 with my credit card (because our dog had been home alone for 9 hours) As soon as the payment went through somebody took the 640d and accelerated with high speed into traffic. Steering seemed to work fine although it was parked whole afternoon in front of X3. We were kept 7 hours as a hostage. If you don't pay you can not leave. Also I was told that X3 is in impeccable condition..however front tires were totally damaged missing big chunks of rubber and also found out that car has been overpainted / lacquered and the quality of work is very bad. Cargo cover in the trunk was detached from the cassette. Both rear tires had under pressure (1.7)(and car had been driven from Madrid to Elche). Triangle M-Sport logo was torn off the center console (bought a new one for €75) Window washer fluid empty and stains on the seats. How can you hand over a car to a customer in this condition ? Very unprofessional behavior and too bad these rotten tomatoes still exists among car dealers.
Reply from Crestanevada S.L.
Dear customer,
We are sincerely sorry to hear about your negative experience and the long waiting time you encountered on the day of delivery.
However, please understand that any vehicle submitted as a trade-in must undergo a thorough mechanical inspection before a final valuation can be issued. This final figure may differ from the initial orientation provided solely through data or photographs, depending entirely on the actual condition of the vehicle and any reconditioning required after the workshop inspection. We truly regret that this did not meet your expectations. Once the final amounts are determined, the process requires updating the internal departments to adjust the purchase operation and generating the updated documentation before the new vehicle can be authorized for release.
Given that you have already been in direct contact with our legal department, we will not expand further on this response, as they have already addressed all points. We would like to clarify, however, that at no point were you held against your will nor was any vehicle parked to block your exit; unfortunately, the overall process was delayed due to the necessary administrative adjustments, resulting in a much longer wait than desired. Furthermore, please be assured that a solution regarding the issues you mentioned has already been managed and provided by our warranty department.
Sincerely,
The Crestanevada Team