Recently my wife, Kristina, and I took delivery of a new 2011 BMW 535i from your facility in Santa Ana. This is the fifth BMW we have owned and the second from your dealership. Needless to say we are loyal to the brand, the design, handling and performance. Craig Silva took care of our special order needs, tracked the production of the car and stayed in close contact with us every step of the way until the car arrived... even a bit earlier than expected.
When I arrived at the dealership to actually meet Craig for the first time, he understood I was pressed for time beforehand, and made sure the required paperwork was in order prior to my arrival. Craig escorted me to the car and gave me a quick demonstration of some of the new features. My comment was that it is the prettiest BMW we have ordered to date. Back inside, Craig made sure I was properly taken care of while visiting with the financial personnel. Soon I was on my way back to a busy day, leaving the new car behind for my wife to pick up and drive home. But before I departed, I mentioned to Craig that the transaction and service he provided was the best and smoothest I had ever encountered. It was not only big things that Craig did for us that impressed me, it was the little things that most people may not notice.
Two days later Kristina called me at work and told me that she found several severe scratches and fish eyes in the clear coat on the hood of the car. After work that evening I inspected the car and we came to the conclusion that Craig should see the damage. Neither of us noticed the damage at the dealership on the day we took delivery, however the damage was not as noticeable in natural sun light as it was under very unforgiving fluorescent lighting. The fact that Kristina's special ordered, brand new car was damaged created a level of overwhelming devastation for both her and I.
We visited the dealership five times, sometimes both of us, to discuss the damage and possible solutions. All said and done we got a new one.
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