Rick Hendrick Imports Informative - Rick Hendrick Imports - A Dis-Service Center
CHARLESTON, SOUTH CAROLINA -- Over the past four years I have been relatively pleased with the performance of my two BMW’s. I like the style and the convenience features, and overall, the car’s performance. Unfortunately, my experiences with the service department at Rick Hendrick BMW in Charleston, South Carolina have made me second guess my choice of purchase.
When my lease ended on my first BMW I very seriously considered purchasing a Mercedes or a Lexus. My consideration stemmed from my past experiences with the service department at Rick Hendrick. In addition to my calls not being returned to schedule simple maintenance, I was continually met with individuals who simply seemed not to care. When I needed a new tire for the car, the individual I met with was unable to tell me if it was in stock, and ended the call by stating she “guessed she couldn’t help me”. I was forced to purchase a new tire at another vendor, because I needed to drive my car. When I turned the car in as the lease was up, less than a year later, I was charged $250 for the tire I had already replaced.
When I was able to schedule maintenance for my leased car (prior to the one I purchased), I was given a loaner car with less than one eighth a tank of gas. I had to put gas in the loaner car just to get home and back while I waited for maintenance on my car. When a windshield had to be replaced on this same vehicle, I called Rick Hendrick service on three occasions and received no return call. I just ended up letting my insurance replace it and hoped it would be ok.
Despite these incidents and a few others, I was still enamored with the BMW three series and after much persuasion from the sales person at Rick Hendrick BMW I was convinced to purchase the 338. I made the purchase with the understanding that he would schedule any maintenance appointments on my behalf.
Over the course of two weeks my BMW, barely a year old, stalled twice on me. I lost the ability to accelerate, once in heavy traffic. I took the BMW to the service department at Rick Hendrick on Thursday, August 20, 2009 and explained the malfunction with the car. In addition, I explained that I needed the car on Sunday, August 23, 2009 to drive to Washington DC on federal business. On Friday, August 21, 2009 I was told that the car could not be fixed and I would not have a vehicle to drive on Sunday. I was also told that Rick Hendrick could not provide me with a vehicle to drive to my meetings on Monday. When we met with the Retail Sales Director, Lee Masty, I was told that he “really didn’t care what I had to do on Monday, it’s not (his) business” and that “he was not going to give me a car to drive to Washington”.
Additionally, when I asked what I was supposed to drive I was told that there was nothing available for me. There were no loaners and no rental cars available. When I said I guess I’ll just have to drive my car I was told by Mr. Masty that “that was my choice” and my well being while driving such a distance in a car of questionable condition was “not his concern”.
I also spoke to Mr. Shawn La Flamme, the Service Manager at Rick Hendrick. When asked if he could help in any way he stated, “we don’t build the cars, we just try to fix them”.
I understand that I am subject to the service department at Rick Hendrick BMW because of my unfortunate choice to buy another BMW. I was once thrilled by my purchase choice and thought I was buying a good, solid car. What I’ve bought instead is a $55,000 car that doesn’t work and is backed by people who simply do not care.
I will be driving “the ultimate driving machine” to my job as a civil servant in support of our nation’s security. I will be nervous and uncomfortable on my trip, knowing if the car fails, there will be no one to assist me and probably worse, no one who cares.
I am extremely disappointed in BMW. I feel I’ve been baited with the idea that this is a solid car and a good investment, and instead have learned that your customer service ends when the deal is closed and the check is signed. I feel that a remedy is owed to me and at the very least an apology from Rick Hendrick for their total lack of professionalism and customer service. I never want to return there again. Please do something to ensure their service department improves.