Center BMW, Sherman Oaks, CA

[818Guy]

I dunno what to think of Center BMW’s service since my purchase on 12/31/05.

Quick summary: bought my 2006 X3 in the rain on 12/31/05. A couple of days later when the weather cleared it came to my attention that the left side rear door window, on the inside, had scratch marks (1/5/06). The marks were exactly where the window sticker was placed. I guess someone at Center BMW thought it was a good idea to use a razor or something sharp to remove the window sticker.

Went to the service department to show them/tell them about the problem (1/5/06). I figured they would be involved at some point. Service rep had a sales manager look at the window; he acknowledged the scratches. He suggested that I contact my salesman and/or another manager to see about their window guy to polish out the scratches.

Went back two days later to show this other manager the scratches (1/7/06). He too saw them. He placed a call to their window repair guy. A couple of days later I spoke on the phone with the window guy (1/10/06). He said nothing could be done since it’s on the inside. Called the second manager back (1/10/06) and left a message about what I was told (window guy also left a message with this manager). Never called me back. Called the same manager next day (1/11/06). He told me to deal with the first manager. At this point I got pissed. I told him why am I being passed around from manager to manager?

Finally, on 1/12/06 my salesman was able to help me get the window ordered. Now I’m waiting for it to arrive and they’ll try to get me into service as soon as possible BUT they are not sure about a loaner car. WTF? This isn't my fault.

This "service" is unacceptable. Yes, I only purchased an X3 but what if I had bought the $100k M5 in the showroom? Would this have happened? No way…

Anyone else know if this is what I should expect from Center BMW in the future?

[Parrothead]

Man, that sucks.

I just dropped 45 large on a new X3. That's more than I paid for my first condo in 1984. You shouldn't have to put up with crap service when your shelling out thay kind of green. I'll be pissed if something like that happens to me.

Good luck with it!

[Acezoned]

I have had no issues with Center (mirror replaced, BMW assist module replacement, auto lock initiated and bluetooth key), but I had a headstart. PM me and I'll detail the "headstart" and help you, if possible, with who to go to. That said I bought my X5 in San Luis Obisbo after looking around LA and being somewhat intimidated and dismissed by the sales people, likely for not fitting the typical buyer profile of how to look. After spending over year looking in LA, I was up north for g-pa's funeral and rolled into the dealer there looking like I'd just come off tour w\ Black Sabbath in '74 (and my father in full cowboy mode) only to be treated like kings and drove off the showroom floor and back to LA that night with exactly what I'd been looking for.

[818Guy]

Thanks guys. I'll wait and see what happens next week when the window is to arrive. I did get the "how was the buying experience" phone call today from BMWNA. I did tell them in great detail what has happened since my purchase.

[bingw325]

Sorry to hear about your experience...one thing I tell my wife, every time the dealer take our car for service get a BMW as a loaner.. I mean a BMW.. regardless of what you have (3,5 or X3 etc..) good luck...

[FeelGoodUnInc]

Originally Posted by 818Guy

I dunno what to think of Center BMW’s service since my purchase on 12/31/05.

Quick summary: bought my 2006 X3 in the rain on 12/31/05. A couple of days later when the weather cleared it came to my attention that the left side rear door window, on the inside, had scratch marks (1/5/06). The marks were exactly where the window sticker was placed. I guess someone at Center BMW thought it was a good idea to use a razor or something sharp to remove the window sticker.

Went to the service department to show them/tell them about the problem (1/5/06). I figured they would be involved at some point. Service rep had a sales manager look at the window; he acknowledged the scratches. He suggested that I contact my salesman and/or another manager to see about their window guy to polish out the scratches.

Went back two days later to show this other manager the scratches (1/7/06). He too saw them. He placed a call to their window repair guy. A couple of days later I spoke on the phone with the window guy (1/10/06). He said nothing could be done since it’s on the inside. Called the second manager back (1/10/06) and left a message about what I was told (window guy also left a message with this manager). Never called me back. Called the same manager next day (1/11/06). He told me to deal with the first manager. At this point I got pissed. I told him why am I being passed around from manager to manager?

Finally, on 1/12/06 my salesman was able to help me get the window ordered. Now I’m waiting for it to arrive and they’ll try to get me into service as soon as possible BUT they are not sure about a loaner car. WTF? This isn't my fault.

This "service" is unacceptable. Yes, I only purchased an X3 but what if I had bought the $100k M5 in the showroom? Would this have happened? No way…

Anyone else know if this is what I should expect from Center BMW in the future?

Center BMW ....I've dealt w. their service and there's no service at all....first they charged me $200+ for oil and microfilter job, then about 2 weeks later I found out the microfilter was never replaced so took it back and threatened to call corporate if they didn't resolve it immediately. My 2nd time there I had the Apple Ipod kit installed which caused several problems such as the radio/cd would turn itself off every 20 minutes and the music would not shut off when I removed my key from the ignition so I had to manually turn off the radio/cd each time. Took it there 2 times and they still cannot figure out what they did incorrectly, I appreciate the willingness to fix it but these guys will not compensate for any damages or inconvenience they cause you. I complained to my service guy "Bill Parks" (stay away from him) and he has one of those smart ass remarks/replies which you can tell he's talking crap about you in his head....he simply said "well i was not the one who installed that for you...." etc. each time I went I had to rent a car and ofcourse the Enterprise nearby only seems to have rental cars that are $100+...and BMW is unwilling to reimburse for those fee's or even reimburse for the friggin $160 labor I paid and for what? I'll most likely be calling corporate or the 1-800 BMW line to file a huge complaint. I don't know if it's just me but it seems like a lot of BMW dealerships have no service, from experience and also from what I'm told...it's so surprising when your buying a luxury vehicle....I got better service at Acura/Honda

[818Guy]

Originally Posted by FeelGoodUnInc

I complained to my service guy "Bill Parks" (stay away from him) and he has one of those smart ass remarks/replies which you can tell he's talking crap about you in his head....he simply said "well i was not the one who installed that for you...." etc.

Well he is the person I'm dealing with at this moment. I'm taking my X3 in today. He said he'll get an Enterprise car for me. For me, this is not acceptable. I know they have a fleet of X3's as loaner cars. This entire problem has nothing to do with me or what I did to the vehicle. This is entirely Center BMW's fault.

BTW, I have heard his smart ass comments to other customers - he said it right in front of me to another person (this was the first time I went to the dealership almost two weeks ago).

I just hope they put the new window in correctly so I don't have to go back because it rattles, won't go up/down, etc.

[FeelGoodUnInc]

Originally Posted by 818Guy

Well he is the person I'm dealing with at this moment. I'm taking my X3 in today. He said he'll get an Enterprise car for me. For me, this is not acceptable. I know they have a fleet of X3's as loaner cars. This entire problem has nothing to do with me or what I did to the vehicle. This is entirely Center BMW's fault.

BTW, I have heard his smart ass comments to other customers - he said it right in front of me to another person (this was the first time I went to the dealership almost two weeks ago).

I just hope they put the new window in correctly so I don't have to go back because it rattles, won't go up/down, etc.

so are they paying the cost for the Enterprise loaner? when i asked him to do that for me he said it wasn't in their power to do so

well good luck w. everything, hope that window gets fixed properly so you won't have to back there...in the future if you need anything fixed and if it's not under warranty you should go to a independent BMW service...there's one on Moorpark and Woodman

[818Guy]

Yes, they are covering a "standard" rental car and they should be. I am paying $30 out of my pocket to be in an Infiniti FX35 though (upgraded). Granted, when I was there this afternoon I saw probably 5 or so loaner X3s just sitting in the lot...

Hopefully this will be all done with by tomorrow afternoon.

[Thunder22]

Originally Posted by 818Guy

Yes, they are covering a "standard" rental car and they should be. I am paying $30 out of my pocket to be in an Infiniti FX35 though (upgraded). Granted, when I was there this afternoon I saw probably 5 or so loaner X3s just sitting in the lot...

Hopefully this will be all done with by tomorrow afternoon.

Maybe your insurance will cover the balance? Rentals are covered under my insurance up to $30/day.