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Originally Posted by topgear66
(UPDATE) 9/24/07
Today I got a call from BMW Customer Service, I'm not sure if it was my dealer or BMWNA, and a lady was asking me how I was enjoying the purchase of my new BMW. I quickly interrupted her and told her I was actually thinking about terminating my lease contract and selling the car back. She stumbled and put me through to BMWNA customer service. I explained in detail what happened from the time the first problems occured which dates back months ago. I went onto tell her that the customer service at Bob Smith BMW has been appauling, I try repeatedly throughout multiple days to get a hold of the Service Manager or an engineer to speak to me personally and tell me exactly what's the diagnosis. I have still not heard from an engineer nor the service manager. I continued to tell customer service I have givin Bob Smith 10 cars of service, 5 cars of my own. Service also refuses to bring me up a loaner car, an x3, because I am an hour's drive away. The customer service rep then says she will out in a complaint to BMW's Service Department at Bob Smith, which does not even help becuase I still don't bave my 5 month old X5! Today, I sent all emails between me and any associate at Bob Smith, any signed papers and all financial paper work that was exchanged.
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My previous X5 lease was with the same dealer and I was never happy with them because they have a very limited number of X3 loaners. They will always send me to their in house Enterprise rental and issue crappy compacts for loaners. I complained several times and they did not do anything about it. Their service manager was always on the phone or MIA, the same reason why I never went back to that place. It's unfortunate given the fact they they're located in an upscale neighborhood and you would think that they will provide better service. Good luck.