Non-existent Roadside assistance and Customer Service that ignores you
IRVINE, CALIFORNIA -- I have two major complaints which are connected to each other.
I have a major complaint about "BMW Roadside Assistanceâ 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.