Need Suggestion - Terrible Service Visit...

[conrad]

All -

Need your help! You will not believe this Allision / Mountain View BMW service visit.

Bottom line -
kept my car over a week for inspection I service
completely rude service advisor when I called to find out where's my car
two un-returned calls to service manager asking for explanation
they left rollerblades in the trunk of my car
and put over 80 miles on it....!!!!

Who can I call?

The facts -
Friday: took in my 2000 3 series for inspection I service. Bought my car
at this dealer 5 years ago and had it serviced there ever since. Being early for
my appt, the advisor told me I was 'taking up someone else's 10 minutes' and he'd
have to rush me through (off to a bad start). Can't finish friday - so bring back the
enterprise rent-a-car and trade for BMW loaner for weekend.

Next Tues pm - I call to check on my car. Service tech tells me the leaking window
problem won't be covered by BMW unless I can prove they've worked on the windows.
They had and I ask him to check my record on the computer. Finds nothing. I ask for car
by Thurs pm - going out of town.

Thurs pm - call advisor multiple times - no call back. Finally call front desk on my way
to get my car. Girl tells me car is not ready. Fine - I agree to pick it up the following
Monday pm when I'm back in town.

Monday pm - multiple calls to advisor to confirm car ready - no call back. Call front desk
on my way to pick up car - girl says not ready. Leave advisor another message - where
is my car? Finally hear from advisor - as I'm asking what is the problem - tells me there
is "someone on hold and someone else at my desk". I don't care about that. Where is
my car? Tells me Tues by 4:30 and he'll call to tell me final price. Advisor again states
that leaking window won't be covered unless I can prove they worked on it. I call servive
manager, ask him to call me back and I want my car.

Tues am - I dig out my records and call advisor with service invoice number showing they
worked on my windows. Why couldn't he find that in his computer? Advisor again starts
the conversation with "I'm really busy right now but if you make it quick....".

Tues pm - I go to pick up my car. Before I leave, I check the trunk and find two pairs
of roller blades. I don't own any roller blades. I check the mileage from the invoice
when I brought it in and compare it sitting there in the parking lot - 83 miles added...

I am not making this up..... Who can I call about this?

Thanks for any suggestions!

[jllphan]

If your serious, I would start by contacting BMW NA...{CLICK HERE}

And I would find a means of contacting Mr. Allison or whomever the proprietor of that dealership happens to be and let him know that people all over the world (and right down the street), are finding out that his dealerhip's service department there in Mountainview has serious issues that must be adressed,

[conrad]

Called BMW NA this am. Person I spoke with said sorry and will let mgt know to look into this. I told him he's lost a good customer and gained a lot of bad word of mouth. He said - is there anything we can do to remedy the situation. I said - refund my $$. He said - BMW did the work so no can do. I said good bye.

My $.02 - Go somewhere else to get your maint done. Or if you do go to Allison, make sure you don't get Mike Kyle as your service advisor!! Good luck.

Originally posted by jllphan@Nov 3 2004, 09:11 PM
If your serious, I would start by contacting BMW NA...{CLICK HERE}

And I would find a means of contacting Mr. Allison or whomever the proprietor of that dealership happens to be and let him know that people all over the world (and right down the street), are finding out that his dealerhip's service department there in Mountainview has serious issues that must be adressed,

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[thekid]

hmmm... perhaps you just got them on a bad day? But still I would definately raise some hell about this.


Here is some stuff I found about the dealership

Happy Customer

Unhappy Customer

[RIBEMR26]

Threatening people with legal action always helps...especially if you have proof that someone was indeed taking your car home for the weekend.....????


Sorry about your experience...there is nothing worse

These are the reasons I started to learn how to do everything on my own...I didn't want to deal with these people anymore...

[BMWBeauty416]

there is a local shop here in town called Jackie Cooper Imports they sell new Benz's Porsche's Nissan's and used BMW's Audi's everything like that.
some people love um some hate um!
When I went in to the "BMW specialist" and said I was looking for an E36 325is and he said "what are you talking about?!" and tried to show me a 5er
and the other BMW dealership Crown, put the wrong oil in my E30 M3 and it TOTALY fucked the engine I got um to pay total repaires but only b/c they had on record that my dad had special ordered a brand new E36 M3
I desided I hated um ALL!


~*Teg*~

[triggrhaapi]

If you're even close to the LA area, and you know me, I know a great place to get major services done. I can't tell you exactly how much it cost because I haven't been charged for parts yet, but labor on my recent excursion with some used parts thrown in was only about $1000 ....


that's for a new clutch install ($300 labor!!) new brake install, new brake fluid install, replaced driver's rear trailing arm/hub/brake shield/bearing assembly/axle as the trailing arm assembly welded together from heat stress and the axle's CV boot popped and leaked axle grease all over the place.

I took the car in on last thursday at 5pm, it was done early afternoon on the following tuesday... parts are probably going to run me another $600 or so, but all in all for as extensive a service as that was, that's fucking cheap. Granted I'm still going to have to be paying off the huge loan, probably with my soul or something but I'm very happy with the service I recieved.