Brought my NEW BMW for servicing because of transmissiong malfunction in January 2004. Dealership had my car for one week.
In February 2004 received a bill from Canadian Toll Highway (HWY 407) for charges 20 min. before dealership opened on a day when the dealership had my car.
Contacted Service Manager and he disbuted the charge - told me that they had not taken my car - especially since the mechanics working on my car did not start work for 20 min AFTER the time shown on the toll HWY bill.
Contacted toll HWY - they were able to accurately desribe detials of my car and send photographic proof that it was my car.
Called Service Manager of dealership - was told AGAIN that they had not taken my car and that he had asked ALL staff about this and NO ONE HAD DRIVEN MY CAR. He assured me my car had not left the lot.
After 12 days, 2 calls to BMW Canada, 2 calls to toll HWY, many emails to dealership service manager, principle dealer, my sales rep and general manager they still could not tell me who had my car.
Finally, Assistant Service Manager called me after 12 days stating that NO ONE HAD EVEN ASKED HIM ABOUT THIS PROBLEM. He found out at coffee machine while talking to my sales rep. Said he took car but could not back up story, nor, did his normal test drive route match the charges on my Hwy 407 Bill.
This angered me because to me it meant that (1) Service Manager did not look into my problem as he had informed me for past 12 days or (2) Assistant Serivce Manager was not telling truth and they still don't know who drove my car.
Requested letters of apology from both Service Manager and Assistant Service Manager and compensation for having to do BMW Autohaus's job for them - I had to figure out who took my car because if Assistant Service Manager was right, BMW Autohaus had no intetion of figuring it out. I was denied on all accounts Received apology from general manager for how my situation was dealt with. NOT GOOD ENOUGH FOR ME.
Contacted local news channel who thought the story newsworhy and it was aired on Global News in Ontario Canada on March 11, 2004 but BMW Autohaus has choosen not to respond.
Moral - Ensure that you check your mileage and don't be afraid to demand that the dealership tell you where your car went because my dealership could not. Buying a better car does not mean you are buying after sales service!!
Sharon
Toronto, Ontario
Canada
0 comments