I bought a BMW X5 in January 2025. staff especially Tyler was very friendly and I was happy with the service at first. The alloy locking nut was missing from the car as such we were told to purchase it from BMW and Browns Car Company would reimburse it. However, I’ve been waiting on a reimbursement for my alloy locking nut since then as the car didn’t come with one. I have chased a number of times and get the same response that it will be done in the next 48 hours. Similarly the alloy refurb was done whilst the alloys were on the car which means there were paint splatter at the bottom side of the car. In addition the alloy bolts were also painted over. This was a cowboy job. When I first viewed the car, the ad blue light was on, suggesting a top up is needed as such it was agreed that the Adblue would be topped up before taking the car the following week. When I picked up the car, the blue light was gone. On a more serious note, via a diagnostic a local mechanic informed me that Adblue is turned off. Adblue is a legal requirement for any diesel car if adblue system is present. Now I am not suggesting that the company switched it off however it is a coincidence that the Adblue light was on and when I took it home and I found through diagnostic that it is off. If the cars ECG bypasses adblue then there would not be a sign on the dashboard when i viewed the car. Cases where adblue is switched off is when there are issues with the system such as Nox sensors. Anyways, I asked for a full refund or a like for like, same colour model to be sourced or for them to cover the cost to switch the adblue back on through BMW. The company were adamant that they will switch on using their mechanic or allow me to pick a car from their stock. I did not agree to this as I spent a lot of money on the car, the specs and the colour was what i wanted. In addition one small mistake with coding back the Adblue could have severe consequences on the running of the cars ECG, as such i was adamant that going through BMW is the best option to ensure it’s done properly. I sent numerous chasers including chasers for my locking nut reimbursement. I now had to source the coding out of my own pocket. Today’s day there are no responses from Browns Car CompanyPiece of advice, if you are purchasing a car make sure you don’t commit to any reimbursements, have them purchase what ever thats needed. make sure the car is hundred percent perfect for you before taking the car away from the premises. It’s such a shame that we experienced this after the purchase as the sales rep was very helpful and friendly.I have learnt my lesson from now. I will only be buying from BMW approved dealership.
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