Do Service Advisors work on commission?

[Marc Troy]

I'm trying to figure out why the simplest repair runs into excessive costs and multiple returms to my local dealership. They're in the process of selling the dealership so there's absolutely no new car inventory, just a 2 year old M6 on the showroom floor, the parts department has nothing in stock and, other than the Service Depatment, the place is like a cemetary.

I just picked-up my E53 after multiple returns for a Low Coolant Level warning and the Service Advisor actually brought my car out with the "Service Engine Soon" light on (it wasn't on when I brought it in). When I pointed it out he put it on the computer and determined a "hose" was loose and re-set the light; fifty miles later it came on again!

Since it's the only department at this dealership generating funds, I'm wondering if the Service Advisors are trying to protect their jobs until the sale goes through. Does anyone know if Service Advisors work on a "commission" basis? Is there anyone to complain to at BMWNA about poor diagnosis and service?

[LeMansX5]

Yes, they work on commission. You can always call BMWNA to complain.
Which dealer is this?

[Marc Troy]

I was trying not to mention the name in hopes of getting this resolved, but the members should know that it's BMW of Southampton in Long Island, NY...

I originally brought my X5 in due to a "Low Coolant Level" warning and, after testing the system, they determined (??) that it was the "valley pan gasket" so they replaced that and suggested that I change all associated hoses since it has 72,000 miles and is 10 years old. I'm a believer in preventative maintenance so I agreed to that.

Within 100 miles of leaving the dealership the "Low Coolant Warning" message came on again (same sympton as before the valley pan gasket was changed) so I topped it up. Finally, after that happened 3 more times, I returned it to the dealer (I live 90 miles away). This time, they determined that the radiator was leaking so I had no choice but to agree to that additional work.

When I picked up the X5 I checked the bill and saw a charge for $35.00 for anti-freeze and almost became livid since they drained 2 week old anti-freeze out to preform the repair; the Service Advisor agreed and credited me for it. When I got home I checked the billed and saw a charge for $44.00 to "test and inspect"; shouldn't that have been covered by the first repair (and possible mis-diagnosis)when they never bothered to pressure test the system after replacing the valley pan gasket? $79.00 isn't going to change my life but I really don't appreciate getting ripped off, especially when it's that obvious and it cause me to wonder why they call the mechanics "technicians"...

Am I being "picky"? If so, please tell me...

P.S. In my previous post I mentioned that the SES light (which wasn't on when I brought it in) was re-set by the dealer; now, half-way home it came on again!!!!

[rayxi]

I too have questioned the motivation of the SA's. I brought my E46 in last year for a new water pump, thermostat, hoses, belts, fan and expansion tank. When I reviewed the invoice I noticed they charged me 3 times for a coolant change and 2 times for R&R of the belts. Basically the invoiced me as if I brought my car in for each of those services on separate occasions rather than getting the work done all at once. The invoice was corrected but the SA wasn't as cheerful as she was when she first showed me the invoice. I suspect most people don't inspect the invoice close enough to catch that sort of thing and they get away with it.

[THK]

Recommend you contact the Service Manager of the dealership. If your concern is not resolved, then contact the General Manager or Owner of the dealership. Give them the opportunity fix the problem. Then call BMW.

[Marc Troy]

I spoke with my usual Service Advisor today who wasn't in when I picked the car up the last time (I doubt he would have given me the car with the SES light on) and voiced my dissatisfaction with:
getting the car with the SES light on
having to waiting for them to retrieve the code(s), supposed attach a hose correctly and reset the SES light
having the SES light come on again 40 miles later
being charged for "test and inspect" when it wasn't done right the first time
being charged for a gallon of anti-freeze when the originally put it in 2 weeks earlier
His response was "Bring the car in for the SES light and we'll work everything out" - I tend to believe him and we'll see the results when I bring the car back the next time I can (in about two weeks).

Re: discussing it with anyone up the "ladder" - everyone there is totally frustrated with the current situation; the dealership is in the process of being sold, they lost their computer "service" for non-payment (invoices are hand-written) and the Parts Department has recently been "cut-off" from BMW. Supposedly, the sale is going through next week...

[THK]

Marc, Sorry to hear the dealership is going through a buy-sell. My reference to going up the chain is based on my experience of being a service rep for another automotive distributor and as a retail service manager.

You might want to call BMW then, but don't be too disappointed if they are not too helpful.

Hope the dealership makes good on its promise to make all right.