Returned Loaner car and receive a call later about a scratch

[NMWX5]

Ive only had my car for 4K miles and I have already had many issues with it. I've already brought the car in 3 times in the past, and this time is the 4th. Reasons were: oil leak, passenger mirror stuck (module not working well), transmission bang problem, along with a recall.

After a couple days, my car was done and I returned the loaner and picked up my car. Three hours later, I receive a call from them saying that they found a small scratch on the front bumper. I talked to the person that deals with the loaners and he said he got an estimate of $400 to repaint the bumper and I have to pay.

Given the fact, I had already left and they didnt point out the scratch when I returned the car, can they still make me pay for a scratch?
How can they prove that I did it or I was responsible for it since I already left and they cant even show me what they are talking about. For all I know, the worker that took the car from me, scratched the bumper afterwards. They said I can go back to see the car and the scratch but I was already back to work and 45 miles away. I havent paid yet, but Do I really need to pay?

[PersonaNonGrata]

I would not pay. I would very politely but firmly explain to them exactly the points you brought up here. They will likely give you the explanation that they thoroughly check each vehicle before and after each customer takes it. Again, I would firmly deny fault and ask them whether they can produce a log or check in-check out sheet to back up that claim. I would also explain to them that if they are to offer loaners they should expect minor dings and scratches just like that one. There is simply no way for them to pin it on you with all of the other possibilities.

I would also escalate the issue up the chain. You're probably dealing with front line staff and if you can remind someone higher up that $400 to fix a scratch that you did not cause is a drop in the bucket compared with your good will and continued patronage. Throughout this I would still make it clear that you are being accused of something you didn't do and you don't appreciate being treated like that.

Good luck and let us know how it turns out. BTW, which dealer are you dealing with?

[Verbalkint]

[king_o]

Imagine if you noticed a scratch on your car 1 hour after getting it back from the Dealer and you rang to tell them it was their fault - what do you think they would tell you!!!.

[motordavid]

Originally Posted by king_o

Imagine if you noticed a scratch on your car 1 hour after getting it back from the Dealer and you rang to tell them it was their fault - what do you think they would tell you!!!.

, and PNGs advice was right on.

Our '01 suffered a small, but visible vertical dent in the front center black bumper strip
way back in Jan '02, after a few trips to get that old glitch of the "Biz CD radio drain down deal"
fixed. Century BMW, just west of the BMW Spartanburg Mutha Plant, was the Stlr and did the deed.

They flatly stonewalled me, told me I should be happy that "they solved" the radio/batt drain down
and to basically quit bugging them.
I had no "way" to prove it. But, those bastards did it...

I've never been back; I will never go back and wouldn't buy a fookin thing from, or rec'd them for
anything to anyone.
GL and let's hear the denouement to your story.
BR,mD

[M_Six]

Geez, guess I'd better start looking over loaners more closely. I had an X3 loaner on Friday and if the rear bumper had a hole in it when I picked it up, I never would have known. I just walked up to the driver's side and got in.

[Meiac09]

I'd go at them for a scratch on your car.
Tell them to go to hell, it was probably one of theirs getting gas for it
(Can you believe how recklessly dealer employees drive!?!?!? its ridiculous!)

[AzNMpower32]

Originally Posted by Meiac09

(Can you believe how recklessly dealer employees drive!?!?!? its ridiculous!)

Seriously. I was at a redlight near the BMW dealership a month ago, and I remember the left turn light turning green. Someone shady-lookin guy floored a 740iL and made the U-turn back towards the service dept, squealing the tires. I'm guessing that's a service tech doing the "road test"

[NMWX5]

The dealer is in San Mateo, CA.
I actually did ask the loaner car guy if I could speak with his manager. He was the service dept manager and he was real firm. I asked if they can just waive the small scratch and he said they were very particular about the condition of their cars and said I signed the documents to be responsible for the loaner. I even told him that I was forced to bring my car in for service due to the oil leak and this is the 4th time in the 4k miles I have owned my car. He didnt budge. I asked him if he can lower the cost, and he said there is no negotiation and it is already at lowest cost method, if they were to do it the right way, it will cost $1000.
So far, I didnt pay yet, unless they automatically charged my CC that I have on file, they also have my insurance. I need some help or suggestions on how to fight this. Afterall, I had already left the lot so I should no longer be responsible.

I read the documents that I signed, it said normal wear and tear is okay. A small scratch where I am, in San Francisco, should be normal. I think they described it as the size of a small seed.

[PersonaNonGrata]

Originally Posted by NMWX5

The dealer is in San Mateo, CA.
I actually did ask the loaner car guy if I could speak with his manager. He was the service dept manager and he was real firm. I asked if they can just waive the small scratch and he said they were very particular about the condition of their cars and said I signed the documents to be responsible for the loaner. I even told him that I was forced to bring my car in for service due to the oil leak and this is the 4th time in the 4k miles I have owned my car. He didnt budge. I asked him if he can lower the cost, and he said there is no negotiation and it is already at lowest cost method, if they were to do it the right way, it will cost $1000.
So far, I didnt pay yet, unless they automatically charged my CC that I have on file, they also have my insurance. I need some help or suggestions on how to fight this. Afterall, I had already left the lot so I should no longer be responsible.

I read the documents that I signed, it said normal wear and tear is okay. A small scratch where I am, in San Francisco, should be normal. I think they described it as the size of a small seed.

Tell us the name of this dealer and they will get ZERO business from us. If you feel more comfortable about revealing it when your problem is resolved then wait until then but we need to know who to steer clear of. (I think I know which one it is anyway. )

It sounds like you need to escalate things bigtime. I would try to find out who the general manager of the store is and write a letter to that person. Be sure to make it clear that you are being treated very poorly and don't appreciate it. I would also include a copy of the loaner agreement and highlight the part that acknowledges normal wear and tear. Include the facts you listed to us and the suggestions I gave earlier.

In the meantime I would call the loaner guy/service manager and tell him that you refuse to pay and that they had better not charge your CC a penny and if they do you will not only dispute the charges but you will file a police report against them for 484g of the California Penal Code. That is unauthorized use of a CC. Following that, you will sue them for the amount they attempted to charge you and 10 times that for punitive damages. (I don't know if you'd win but the threat is good. It would cost them many more times than $400 to have an attorney represent them and that jackhole would have to explain to his boss why they've been served with a lawsuit.) Advise him that if they contact your insurance company and make a false claim that you will take legal action for this too. Remind them that they have lost thousands of dollars in service and future sales and that you will be contacting BMWNA and complaining as well as giving them a ZERO rating which will affect their CSI, which is very important to them. Tell the service manager all that and you will have his attention. This course of action might make the problem go away. Remember: You are in the right and should not back down!

Another suggestion would be to talk to your sales advisor if you have a good relationship with him or her. If you feel comfortable with calling them and asking them what the heck gives, you might get some good info from your CA. Keep in mind that the sales side is usually quite separate from the service side but it might be worth a shot if for no other reason than finding out who the GM is. The sales side certainly doesn't want unhappy customers because you will buy from a dealer that has better service.

This would also mean that you should never go back to that dealer. I wouldn't go back anyway after the shabby way they've treated you.

Good luck and kick ass!