IRVINE, CALIFORNIA -- I have two major complaints which are connected to each other. I have a major complaint about "BMW Roadside Assistance" or, about its NON-EXISTENCE. On June 6th, my rear left tire on 2006 Z4, which is "run-flat tire" was - in fact, flat, ripped and pieces were flying right on the freeway at 70mph. I pulled over and exited the freeway and dialed BMW roadside assistance. 12 minutes on hold passed and I was disconnected, I dialed again, this time at around 15 minutes on hold I was disconnected again.
I dialed third time and after 20 minutes of holding time the call was answered. After around 10 minutes of useless questions, I was put on hold twice, again, by representative, then he told me that there were no tow trucks available. So? What am I supposed to do??? You would never expect that level of horrible service by such respectable company, well, not anymore respectable, then I was told that he would call me back when he locates the truck.
After some waiting time (around 2 hours) I realized that I won't be called back, so I called my girlfriend and she came after me and we used her AAA account to tow my famous BMW to the BMW dealer, and imagine, AAA truck was at the spot in 10 minutes after the call, no holding time!!! Well, since AAA charged me 63.00$ for its services I kindly asked in a letter that this expense would be paid to me by BMW. I lost hours of my life trying to get advertised service and did not get it. Plus, I wasted a lot of minutes of my cellphone airtime. And main pointer here: BMW Roadside Assistance representative NEVER CALLED ME BACK. What would I do if I solemnly relied on it? Spent the night in the car? I am outraged.
I contacted BMW customer support at BMW Owner's circle website - NO ANSWER, emails just ignored, GREAT SERVICE! Then I contacted customer relations and got answer - "please contact GE roadside assistance since we don't provide roadside assistance", great, I thought I bought BMW not GE! So I sent the letter to GE roadside assistance they called me back and said that the check with reimbursement will be received by me in 10 days. Guess what, it's been 30 days - NO CHECK. I called GE and asked where is the check? They transferred me to BMW customer service, BMW customer service transferred me back to GE. Great service.
I decided to try email again, again, my emails to BMW customer care just remain unanswered. Do you think I am frustrated? A hint: YES, Did you make me feel a not valued customer: YES! Do you think I will ever get another BMW? NO! Because it is not enough to make a good car, you should support it, excuse my language but BMW - SUCKS. I'll take my money somewhere else. So it's been 2 months and I still haven't got any reimbursement, nobody even cared to apologize.
AUSTIN, TEXAS -- I drove with my daughter (just came back to town from summer break 2013/06 of college). We arrived with my 2013 high end vehicle and park far away. I told my daughter not to look at BMW since her aunt has so much problem with her M5 and got rid of it within 6 months. We went and walk around and take look and went inside to ask for help. There are 2 sales man and 1 sales woman passing by and not stop to talk to us.
At that moment my daughter and I knew this is not a place to buy car. In Austin, there are so many folks are rich. Now BMW of Austin had show me their attitude and I just bring my money to buy nice car with less stress and trouble. Good bye BMW of Austin and it was nice to know your all.
My daughter's BMW went into a lockdown when she turned her car key the "wrong way" in the door lock. Her purse was in the car, but fortunately her small children were not. AAA could not unlock the car and the car had to be towed to a dealership. This incident could have been horrific if her small children had already been put in their car seats and the car went into lockdown. We were told that these "things" happen. People have to be aware of such a possibility. It seems that in an effort to prevent robberies, a child could be put at risk.
WOODCLIFF LAKE, NEW JERSEY -- BMW & I have a dispute as to what no-cost maintenance means. I had my 2008 BMW 335i ** serviced at BMW Dealer. I called the BMW Dealer on Monday 9/17/12 to request an appointment. The earliest they could service the vehicle was on Wednesday 9/19/12. My Service Advisor informed me that the four (4) years of no-cost maintenance ended at midnight on 9/18/12 (the in service date of the vehicle was 9/19/2008).
However as a result of making the appointment on 9/17/12 he felt the repairs would be covered. However the Warrant Advisor disagreed and I had to pay $50.00 as a deductible for a certified protection repair. BMW had to replace the gearshift assembly because that it was near impossible to remove the key. BMW claims this was a result of the work being performed on 9/19 and not before midnight on 9/18 (note the appointment was made on 9/17). Written by a very disappointed owner of two (2) BMWs. Guess no-cost does not mean no-cost (Has to be a German miscommunication).
BMW's are great cars! BMW Financial Services are horrible people to deal with. Don't use the financial services, they are great when they are taking your money, but they do nothing for you when you really need them. My lease expired in August and so did my state vehicle registration. I extended my lease for 2 months and in that time frame they, BMW Financial Services, the technical owners of the vehicle did not send me my renewal documentation and also refused to send me a power of attorney so that I could register the vehicle.
They said the lease was over so they would not send me the power of attorney and it was my responsibility to register. How I am to do this when I don't technically own the vehicle. Further, I paid off the vehicle, they cashed my check and have the money, because I sent a personal check rather than a registered check, they are holding the title for 15 days, their policy. I call it punishment for not sending a certified check. I was out of town on an assignment and could not send a certified check so I did what I could. They have since cashed the check and have the money, but they want me to further get a letter from the bank and send them a photocopy of the cashed check by Fedex to prove that they have they money.
Can't they check themselves? They cashed the check. Don't they record it in their account? Don't they have an accounts receivables department? All this so that I may be able to get my title a couple of days earlier, maybe. I could do all this and they said that may be they might send it a couple of days earlier, maybe. I am in a pinch because I got stopped by the police for having an unregistered vehicle and was told that they could ticket and tow me for that offense. I told this to BMW FS and told them of my difficult situation, they did not care. So don't fall to their mercy, because they do not believe in customer service.
WESTWOOD, NEW JERSEY -- I have a 1987 BMW and tried to replace the tires for the 2nd time since my ownership and found that there is only one tire that will fit the European rims that came with the car (several years ago the tires were readily available and ~100 each). Currently, the tires are rare and now cost 417 each! I requested financial assistance from BMW of North America with either replacing the rare rims or offsetting the cost of the tires since they specified only Michelin trx tires for the car when it was produced. Only Coker tire supplies these tires currently. Michelin told me that they have no influence on the price that Coker charges, and no responsibility for the tires.
However, Coker told me that Michelin still makes them? I have sent emails to the President of BMW of NA, customer relations and others in Germany, to no avail. Unfortunately, I will spend the money on an attorney to represent my concerns. This is bad customer relations and was not a sound business decision to specify only one tire manufacturer/tire and leave customers in a lurch who bought this car that cost $48K in 1987! BMW has told me they are not responsible for the tire price and refused to help me.
My only choice now is to take legal action, pay the ridiculous price for tires ($1700- 1900), sell the car, or try to sell the car! Not the customer service I expected from a "luxury " car dealer! In this tough economic time I am not in a position to pay the ridiculous amount above, and I do not think it is reasonable. I am now limited in the usage of the car as it is a danger to my health and safety. This was a design flaw to specify only one tire manufacturer and tire size for a car. Should BMW, Michelin, and/or Coker Tire decide to step up and help me, I will request that this post be removed and/or provide an update.
I bought my BMW G650GS in November of 2008 and by October of 2009 I have put on 3100 miles. I have experienced a periodic 1st gear engagement problem at stop lights several times threw out those miles. A few months ago, at a stop light, 1st gear would not engage until the third and very forceful jamming of the gear shift lever down. This was at a very busy intersection and I had cars behind me honking, embarrassing to say the least. This was the worst case scenario of this defect to date. I took it to BMW of San Diego, Ca. and explained the problem to them and they kept the bike for 4 days to evaluate the problem and charged me $25 to look at what was, to me, a serious safety problem.
After 4 days they said they could not duplicate my problem and there was nothing they could do. I took the bike to BMW of North County (San Diego) and they made at the same conclusion. While talking to another rider in the parking lot, who was a machinist, he explained that the gears of the BMW are made in a way that this problem must be compensated by the rider as a precautionary act. WTF. This is my first BMW and I expected that this kind of flaw would never be imposed on a new rider without some kind of warning or caution.
The perception I have of this is that BMW's engineering management assumes that a BMW rider must be qualified like a pilot to ride their bikes or you'll just learn how. I now am considering what to do; contact a product defect lawyer, sell the bike at a loss and get another brand, filing a lawsuit to demand full payment returned for this defect. What I do know is that this problem could result in injury by just a small thing as a distracted driver behind me moving with the traffic around him. This is not right! It is worse than a suicide clutch on a Harley because you can't predict when it will happen. I have parked the bike and have contacted BMW of America to sort out a solution. CAVEAT EMPTOR or 'BUYER BEWARE' it's not a perfect world.
I purchased a 2009 BMW R1200GS Motorcycle with a rebate of 1250.00 on Sept. 30 2009. I asked if there were going to be any rebate changes and was told BMW always gives advance notice of any changes. That is total **. When I call BMW to complain that the rebate changed from 1250.00 to 2000.00 in one day. They tell me there is nothing they can do about it.
To this day I have not picked up the bike from the dealer. The dealer has tried to help. BMW does tells me tough luck. Well here is to you BMW. Your customer service sucked on my first bike shame on you. I gave it a try on a second bike because I liked the dealer but I will NEVER do business again with this kind of treatment. You do not produce a product that allows you to treat people like dirt and get away with it. I hope someone reads this and goes to another product where the manufacturer will stand behind the customer. Thanks for nothing.
I just ended a 3-year lease on a 525i. I enjoyed very much driving the car, but dealing with BMW and BMW Financial was terrible. I have owned and/or lease several high line cars, but never have I seen things handled like BMW & BMW Financial handle things. When I got a flat tire (twice) and battery died (1) I called roadside. They have to tow the car into dealership for these things and inconvenience the customer?
The battery has died in my wife's H2 and she calls GM's roadside. They show up in less than 30 minutes and PUT NEW BATTERY IN THE truck and she is on her way again. She did not have to ride to dealership in tow-truck and get a loner. Then when dealership puts in new battery, have drive back and get my car. Which of above is example of CUSTOMER SERVICE?
Then 8 months before end of lease I contacted BMW Financial to purchase additional miles. I was told my options were; to divide cost of additional miles into number of remaining months or pay 1 time the total. Just add that total amount to next lease payment. Well 2 days latter I was hit on my Harley and sustained 9 broken ribs & broken bone in back, severe concussion etc. Which basically took me out of action for almost 2 months.
Things were clear enough to go to office and pay some bills. Well I forgot about adding the additional amount to Dec. 2008 lease payment, so when I realized that a few months later and called BMW Financial again to see if I could still pay them, I was told "no, it's to late now." They had record my initial call, but refused to honor previous arrangements, even though they had details of 1st call in system and I was willing to provide documentation of health. The whole tone of person I spoke with was condescending.
Also BMW has no "Loyalty" incentives for repeat customers like Lexus, MB, Cadillac all do. The original dealership was not very helpful when I went to see about leasing or buying another BMW. So today I drive a 2009 IS350 Lexus and probably never do business with BMW again. BMW may very well have the "Ultimate Driving Machine" but my experiences over last 3 years will prevent me from owning another BMW in the future. Business must be good at BMW?
STERLING, VIRGINIA -- I took my BMW 325i back a week after I purchased it with very loud road noise. The service manager claimed it was caused by the Bridgestone run-flat tires and that all run-flats make more noise than conventional tires so there is nothing he can do. The tire noise progressively got worse until 20,000 miles when I found out that BMW and Bridgestone offer a "voluntary" recall I my particular make and size tire. Since the recall was voluntary they did not notify me even though I had already complained. The recall offered customers with less than 10,000 miles 4 new tires, customers with less than 20,000 miles received 2 new tires. Since I was already over 20,000 I got nothing.
BMW recommends oil changes every year or about 15,000 miles depending on the oil monitor and driving habits. I took the car in for an oil change because it had been over 1 year since the last change. The service representative argued that the oil monitor claimed I could go another 2,000 miles before a change. After reminding him that it's BMWs policy to change the oil at least once a year or when the oil monitor mileage expires, he finally agreed to change the oil. When I got the car back the with the oil monitor reset, the computer now claimed that my next oil change would not be for 2 years instead of their service policy of 1 year.
I took the car in because the brake pedal was hard to press down after the car had been sitting idle for 8 or more hours. This made it difficult to start the car since the brake needs to be pressed before pressing the starter button. After they claimed they could not find a problem, I researched it on the internet and found several customers with the same complaint along with a BMW service bulletin stating what part # to replace. I went back and showed them the service bulletin and then they replaced the part. That fixed the problem for a couple months but now it's broke again and I just can't stand going back to argue with those crooks.