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⚠️ When Customers Speak, BMW Motorcycles of Miami Fights Back Instead of Making Things Right
Instead of addressing concerns with professionalism and customer care, the owner of BMW Motorcycles of Miami, Francisco Garcia, frequently responds to negative feedback with dismissiveness, condescension, and outright hostility. Below are real interactions between the dealership and disappointed customers, revealing the shocking way complaints are handled.
📸 Customer Complaints & BMW Motorcycles of Miami’s Responses
🗣️ Pattern #1: Blaming the Customer
Instead of accepting responsibility for poor service experiences, Francisco Garcia often turns the blame onto the customer, suggesting their "perception of facts is not aligned with reality" or implying they simply "have bad memory."
Example: When a customer brought in a BMW motorcycle for service and was denied assistance, the owner immediately accused them of misrepresenting events and dismissed their concerns without offering a resolution.
🗣️ Pattern #2: Dismissing Legitimate Frustrations
When customers report long wait times, ignored warranty claims, or unprofessional behavior, the dealership's responses frequently downplay the issue or make excuses. Instead of apologizing, replies often state that the customer should have known better or that they are expecting too much.
Example: A customer arrived during business hours, only to find the service department closed. The owner’s response? "You should have known the store hours."
🗣️ Pattern #3: Condescension & Unprofessional Language
Rather than maintaining a professional tone, responses from BMW Motorcycles of Miami are often sarcastic, defensive, and sometimes outright inappropriate. In some cases, customers have received unnecessary personal remarks instead of meaningful resolutions.
Example: A complaint about the dealership’s attitude resulted in the owner making an odd remark about race and language, rather than addressing the actual service complaint.
🗣️ Pattern #4: Denying Responsibility for Warranty & Service Failures
Several responses show that BMW Motorcycles of Miami denies responsibility for warranty claims, telling customers that issues are out of their hands—even when BMW Motorrad itself should be covering the repairs.
Example: One customer, frustrated that their prepaid maintenance plan was not honored, was told to take their complaint elsewhere, with the dealership claiming it was "not their problem."
BMW Motorcycles of Miami owners, Francisco and Alan Garcia's responses to customers/riders
on Google and Yelp:
My name is Francisco Garcia, and I am the Manager that you spoke with the day you made your claim. I would like to say that what you wrote is quite surprising.
You are assuming things that you have no knowledge about, and obviously, you neglected to listen during the several times that we explained everything in detail. There is nothing worse than assuming without either base nor knowledge about the reality of the issues on hand.
Mr. Jerry Mary,
I personally asked every employee, and nobody has had any contact with you, including Alan and myself. You don’t appear in any of our customer or prospect records. Therefore, I can’t accept your expressions, which are rude, disrespectful, and without any foundation.
People like you use the internet to spread false claims and incoherent accusations. It looks like the con artist and delusional con is not on our premises, but in you.
Your Google reviews show your attitude and style—I took the time to read them.
By the way, we are not the only BMW dealership in South Florida. There are many, but we are one of the Top Five BMW Dealerships in the country for sales and customer satisfaction, and we are proud of it.
Finally, I want to tell you that all BMW Motorcycles of Miami personnel are absolutely respectful to all human beings, and we expect the same respect from anyone.
Francisco Garcia, Dealer Principal
Nicolas:
It is a shame that even after I explained it to you several times—on the phone, through text, and in person, in English and Spanish—you still state that you were overcharged for your repair. You have never been overcharged; you paid LESS than what you were quoted for.
(Details about specific repair costs and a storage fee dispute follow.)
The additional charge you became responsible for was a well-documented storage charge. This charge was generated because on November 26th, on a phone call, you stated that you were coming to pick up your motorcycle on November 27th. After that, you disappeared for over 35 days, only responding after January 6th when we informed you that a legal process was initiated against you.
To all readers:
Please just do as he said—"Don't take HIS word for it..."—because as you and anyone can check, we are a 4.4-star dealership with more than 560 reviews, #1 BMW aftersales store in the US, #5 BMW dealership in the country, and #1 in the SW region.
What is going on here is a customer who abandoned his motorcycle in our facilities, ignored our notices, and only showed up when a legal process was started. The storage fee was cut by 50% to help him out.
Alan Garcia
PD: Nicolas, feel free to take your motorcycle to the shop of your preference, but keep in mind, no shop will store your bike for free.
Mr. Pichon.
We have the BMW MSRP Price in all our units and the best Out the door net price too.
Expensive yes they are because these are the best motorcycles in the world, then at the end they are not expensive, they are valuable pieces of engineering and pleasure.
We have two salespeople just at the entrance, and we salute everyone in the first 10 minutes after entrance.
I see you don’t know where the other dealerships are located because we are the only one in Dade County, nearest one is in Fort Lauderdale 40 minutes away.
But if a cheaper service is your preference, you can go to chipper stores and brands.
Francisco Garcia, Dealer Principal
Hello Mr. Issam, it is very interesting for us to see your review. We just got your bike on a tow truck; the main complaint that the driver states you have and the reason to use their service was "Bike does not start," but the unit ran perfectly.
Your appointment for today was to perform a Running-In. Other customers that had appointments as well were here dropping off their motorcycles, and they deserve to be taken care of in the same order you arrive. You were the last one dropping off.
As soon as our Service Advisor finished receiving the previous drop-offs, he would take care of you AS IT IS FAIR for all of our customers. So basically, we assume that your review is because you just wanted to jump your position on the waiting line. WE DON’T DO THAT—we take care of everyone as it is established, explained, and FAIR.
I will be reaching out to you on the phone to see if you want to cancel your appointment and fix your motorcycle at a different dealership that might fulfill your expectations.
💬 Read our latest BMW Motorcycles of Miami rider here.
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