Re: Damage to BMWs in Service at Washington, DC Dealerships

[Jeff Enderwick <tje@xxxxxxxxx>]

The cloud extends to the west coast as well. I bought my wife's 525i
wagon (e39) from Claridges in Fremont, CA. For every problem they
fixed, they would mess something up. So I switched to Steven's Creek
in SJ, where they didn't fix the current problem (belt noise), but
they didn't break anything new (better).

ring, ring ... So I'm in the middle of writing this email, and the
BMW how was your xxx (1-5) lady called, so I let loose! Anyway, she
gave me a number to call that is supposedly a 24hr customer line:
800/831-1117. I have not tried it yet.

Anyway, I think someone in NJ needs to wake up.

It seems like the dealers here try really hard to manage your
score on the service ('please, please say 5'). Have others experienced
this?

Jeff
02 M3 coupe w/smg2
01 525i wagon


"Brett Berkeley" <b_berkeley@domain.elided> writes:

> Chris, I had a recent encounter at a BMW dealership in Baltimore.
> They replaced some gaskets that another dealership near the DC beltway
> changed only a few thousand miles ago.  After I got the car home, I
> did what every car lover does and checks under the hood.  I couldn't
> believe what I found, the engine cover was just sitting on top of the
> engine.  The cover was completely destroyed, no wonder it was just
> sitting there.
>
>
> So, I called the dealer immediately.  The service manager said she
> would check with the tech.  So, I get a call the next day saying that
> yes indeed the tech broke it.  Did they think I wouldn't notice?
> Anyway, they did replace it with a brand new one.
>
>
> Looks like the black cloud is over the DC Metro area, not just you.
>
> -Brett
>
>
> ----Original Message Follows----
> From: Osbcso@domain.elided
> To: <bmw@domain.elided>, <e36m3@domain.elided>
> Subject: Damage to BMWs in Service at Washington, DC Dealerships
> Date: Fri, 01 Feb 2002 10:20:45 EST
>
> Fellow Bimmerheads:
>
> I have the luxury (or is it the curse) of owning two BMWs that are
> still under warranty and must be taken back to local BMW dealerships
> for warranty work, unless I want to pay an independent to fix them.
> Since February of last year, I have had numerous "run ins" with four
> "4" that is F-O-U-R local BMW dealerships where, in addition to not
> repairing the cars properly the first time, they have a knack at
> damaging them also while under their care.  Issues/problems noted:
> breaking inner door panel in removing to repair glass seal, bent
> license plate frame, bumped/scratched rear bumper, 3 foot scratches on
> hood, crushed brake duct deflectors under car, pressed indentations on
> steering wheel.
>
>
> All the above problems were taken care of by each of the dealerships
> (needing repeated visits to iron out) except the last one, the
> steering wheel, and that, I believe was caused by the newest
> dealership franchise in Northern Virginia yesterday.....but they are
> not admitting to it.  I am also running out of dealerships, and since
> this one is 10 minutes from my house, I am not kicking up a big stink
> on this last item.  But it angers me because I know the depressions
> were not on the wheel prior to the car going in under their care.
>
>
> Now, I am an ethical person, and would not be trying to swizz
> dealerships into repairing damage to my car that they did not inflict.
> I am also, as many of you are, very attentive to the condition of my
> car, and I know almost immediately when something has changed
> physically on the vehicle.  I always wash the cars weekly and look the
> car over each time I have left it parked...so I know changes in the
> car.
>
>
> My question to you all in the Northern Virginia/DC area:  Are you
> getting the same treatment at BMW dealerships or is this just me and
> two black clouds hanging over both these cars?  I am not
> superstitious, so I believe this is happening all the time out there.
>
>
> All I know is that because of it, I have lost all respect for BMW and
> their servicing network.  Follow up customer service survey calls from
> NA and even the dealership customer surveyors have not gotten me one
> call from an in charge person at these dealerships to say this is not
> common and we are sorry.  In addition, repeated calls to NA only got a
> "well they took care of the problems for you" but no understanding
> that the dealerships are not taking proper care of my personal
> property nor that I must repeatedly revisit these dealers to fix newly
> created dealership problems.  I am also on a first name basis with all
> the service managers at these facilities, expressing my concerns, but
> nothing gets better.
>
>
> In addition, my anger has caused me to cancel an order on a 2002 M3
> and I doubt very seriously if I will ever buy another BMW
> again..........VERY FRUSTRATING AS YOU CAN IMAGINE!!! I love these
> cars so much, but can't handle the service after the sale
> frustration!!!!  Life is complicated enough without this added BMW
> aggravation!  It ain't worth it!!
>
>
> Thanks for letting me vent....
>
> Chris Osborne
> 2000 M Roadster 25500 miles (a real problem car, dealerships cannot
> fix the problems)
>
> 1998 528i 49650 miles (not as many problems, much better build quality
> than Roadster that doesn't require as much dealership intervention)
>
> BMWCCA #92573
> Ashburn, VA
>
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