Rolls-Royce Motor Cars Raleigh

Hello Everyone. I’m sending this letter to you as a result of an ownership experience with a 2017 BMW X5 xDrive40e purchased at your location on Capital Boulevard in (date). While the overall dealership experience was pleasant, there were a some issues. 1. On purchase, the vehicle was not cleaned thoroughly and the detailer was actually rather disrespectful in making a comment that (paraphrased) said since it was a used car, not much effort needed to be made to satisfy the customer purchasing said vehicle. The issue was handled promptly by the staff. 2. During our conversations, the salesperson admitted that the vehicle had been sitting on the lot for an extended period of time. This is correct as I had seen and looked at the vehicle several weeks prior to purchase. However, I assumed that the vehicle had been properly serviced and inspected when your dealership received it. This turned out to not be the case, and is the reason for this letter. No mechanical inspection was performed on the vehicle once it was clear that I was interested in purchasing the vehicle. It was started, I took a test drive, then it was “cleaned” and papers signed. a. There was an “inspection” notification on the vehicle display for low rear brake pads. I brought the vehicle back and the notification was cleared. b. The vehicle was originally equipped with run-flat tires, but at some point, “regular” tires were installed. This by itself is fine, but then no provision was made to provide some way to deal with punctures. My thought is that this is something that would have noted before selling the vehicle. Since the car was originally equipped with run-flats, there is no jack or spare tire. We did receive a compressor from another gentleman when the car was returned to clear the brake pad notification. No offer was made to install new pads by the way. 3. Today I had to spend a significant amount of money to repair the rear air spring suspension on the vehicle, (which in turn has prompted the writing of this letter). The air springs on the vehicle and the pump for those air springs had to be replaced, and the springs are not units that suddenly go bad. The car has not been abused in the time we have owned it. While it is impossible to make a connection between the vehicle sitting on your lot for an extended period of time and its eventual purchase, I cannot help but feel that if a thorough inspection had been performed on the vehicle while in your possession, I would not be writing this letter, nor would I have had to spend thousands of dollars to repair the vehicle. I am not requesting or seeking any sort of compensation or satisfaction from you, except to ask that you expend some effort to thoroughly inspect and provide documentation of the same for all used vehicles that you intend to sell from your facility. If for nothing else, do it for peace of mind for your customer, which further can help in generating return business. (sales person Brianna)WORST experience and lowest class service ever. Purchased the extended warranty, for 2000, it did not cover anything! No brochure given, I wanted to return the car, did not against my better judgment! Thank You.

Bought a 2016 F80 M3 sight unseen, I have to say the representation was good, everything went pretty smoothly, I'm quite happy with the process. I worked with Adrienna and Jacob who were both very accomodating and helped me quite a lot.

I did a remote, sight unseen purchase of a 2016 BMW M3. They were very patient, provided service records, pictures, videos etc. The buying experience was good, there was a confusion on my end about a payment from my bank getting to them which of course feels nerve wracking when you've never seen the dealership but it was all sorted out. Delivery day went smooth, just got it this morning of the day I write this. The car arrived clean, tidy, smelled nice. I would recommend this dealership to anyone looking to get a car. For reference, at the time I bought my car, the first page of used inventory on their website started at nearly $700,000 per vehicle. Even though I was a small drop in their bucket buying a used BMW, I was treated with proper respect and my requests were handled quickly. I worked with Adrienna and Jacob primarily. Both brilliant.

Jacob made our purchase super seamless! We were coming from out of town and he ensured the car was ready when we arrived. Any and all questions were answered and taken car of!! Run don’t walk to buy your next car from here!

I was unable to complete my sale however, your sales staff is excellent when I am ready I will be back to your dealership

Jacob Holbrook was the absolute best salesman ever ! He showed us multiple cars and helped me find the right one for me ! I highly recommend him for your next Luxury Car Purchase !!! Thank you Jacob !

WORST experience and lowest class service ever. And I had many different experiences with dealers. I bought an expensive car - BMW M6, for ±50k and was treated like garbage by rep Mohamed and General Manager Tony Enderle. Long story short: - I bought a car sight unseen and assumed that the Rolls-Royce dealer was trustworthy (a huge mistake) - Mohamed sent me documents to sign to the wrong address - He forgot to send the tracking number (i was forced to wait for 1.5h @FEDex) - Car arrived with paint chipping (he said the car was perfect) - I complained and asked for a small refund for repairs - Mohamed ignored me - I reached out to GM - Tony Enderle. He said it is normal to have paint chipping for a 2013 low mileage car (nonsense). - Car title and contract did not arrive (temporary plates are expired already) - Tony Enderle (Rolls-Royce dealership GM!) agreed to issue a check and said he would send it to me the next day - For three weeks, I was trying to reach him - always busy, leaving a message - never calling back - Emails not responded to. - After two more weeks finally sends a check BUT with the WRONG name on it. So basically, I don't know how these people can be around one of the best car brands in the world. The service is non-existing, and I suggest you steer away from this dealership if you don't want to ruin your car buying experience.

WORST experience and lowest class service ever. And I had many different experiences with dealers. I bought an expensive car - BMW M6, for ±50k and was treated like garbage by rep Mohamed and General Manager Tony Enderle. Long story short: - I bought a car sight unseen and assumed that the Rolls-Royce dealer was trustworthy (a huge mistake) - Mohamed sent me documents to sign to the wrong address - He forgot to send the tracking number (i was forced to wait for 1.5h @FEDex) - Car arrived with paint chipping (he said the car was perfect) - I complained and asked for a small refund for repairs - Mohamed ignored me - I reached out to GM - Tony Enderle. He said it is normal to have paint chipping for a 2013 low mileage car (nonsense). - Car title and contract did not arrive (temporary plates are expired already) - Tony Enderle (Rolls-Royce dealership GM!) agreed to issue a check and said he would send it to me the next day - For three weeks, I was trying to reach him - always busy, leaving a message - never calling back - Emails not responded to. - After two more weeks finally sends a check BUT with the WRONG name on it. So basically, I don't know how these people can be around one of the best car brands in the world. The service is non-existing, and I suggest you steer away from this dealership if you don't want to ruin your car buying experience.

The experience at this dealership was excellent. Jacob was extremely helpful and went out of his way to ensure that my questions were answered and items found on an independent inspection were addressed and fixed. I now have my car and am enjoying it thanks to Jacob and the Rolls Royce team.

While the staff is seemingly helpful as far as in listening to issues/concerns, my car buying experience went downhill after purchase. 2 Stars, due to feeling like I'm getting the runaround. 1st star because I indeed love my car, and 2nd star because my sales rep was on her A-game. However, my experience has been having to constantly call more than a month later to get things done within the financial realm that should've been taken care of when purchasing my new car. I've been driving a purchased vehicle for more than a month where the paperwork to the banks was never submitted. Car has not been registered or anything. It appears the representative who was supposed to submit my info was fired/quit within the time frame of my purchase. If someone is fired, quits, whatever...check over their customers & ensure all is up to par. Hold everyone accountable, because you are a team. One persons error can cause issues for everyone, especially if a customer is having an issue. Overall, I think the customer service could be better. If there is an issue a customer is having (who gave your business the time of the day & their service) should feel like a priority when the issue is not their fault/error in the 1st place. No one should have to consistently call and check on these types of things, that a dealership typically handles. While it's unsaid, I feel like a "when we get to it" type of ordeal. As someone in the PR industry with a primary role of handling disputes, urgencies, complaints and issues, my feedback would be to resolve things the first time around to avoid complaints as best possible. As tedious as it may be, call customers back with updates, even if it seems minuscule. Example that may be helpful in the future: "Hey, just letting you know, we're still working on it" OR "It wasn't resolved yet, but we wanted to touch base to keep you in the loop!" While all customers are not right, you never know who could send more business your way just from simple good customer service. I don't expect immediate results, but I do expect that when an issue is brought to the attention of a company that they work to address it sooner rather than later. Something has to really bother me for me to leave a company a negative review because I understand the importance of quality service and also the grit that goes into making a business run. Please treat customers better when it comes to resolutions. Customer service goes beyond making the sale. Thank you!