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

["Brett Berkeley" <b_berkeley@xxxxxxxxxxx>]

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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