Dealer admitted negligence

desrste · #1 03-25-2009, 09:52 PM

This would be my first post here on X5 World because every question I have is typically already answered! So thanks to everyone on the list for the help you have provided without even knowing it.

Sorry for the length but I felt I needed to give details. Now I really need advice and/or comments about a situation that happened to me today. I have a 2005 X5 that I purchased about 2 1/2 months ago. It had just over 50K miles when I bought it. The dealer (affiliated with a BMW dealer) agreed to have the car certified with the new BMW program that came out after the first of the year. I also have a 2007 328i and would not buy the X5 for my wife without a CPO Warranty as much as she loved it. Two weeks ago the SES light come on. I also had them check the front suspension because when I had to brake quickly it seemed like the entire front suspension was moving up under the car. So again searched on X5 World and sure enough the dealer replaced the thrust rod bushings just as many of you indicated in previous posts. So all in all feeling pretty good about the work done since it matches previous issues other posters have had. Now here comes the BIG issue! Turns out the tech that did the job did not reconnect the left tension strut properly and the hex nut came off (not sure it was ever there in the first place). So I am driving to pick up my three children from school and to my surprise the strut and wheel finally come apart...while driving! I thought the wheel came off! Luckily I was going slow and able to make it into a parking lot immediately. Oh yeah then had to jog 1/2 a mile to get my kids on time!!! The Manager of service admitted to me that it was their fault and they were fully responsible. They are really stepping it up to try and make us happy...but how in the world do I trust these guys after this? What do I need to be asking / looking for? Do I have any recourse? Any thoughts / opinions would be greatly appreciated!

BTW - It is the same dealer that Certified the car less than three months ago. Should they have found this stuff?

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BradATL · #2 03-25-2009, 09:59 PM

Human error. It happens. Glad they stepped up to the plate and agreed to make it right. And glad you (and your kids) were not hurt.

JT///MC · #3 03-26-2009, 02:17 AM

Yeah, no one was hurt so you are lucky. If someone was hurt, it would be a whole different story and the dealer would be fucked. So, look on the bright side, but get them to throw in some other stuff/services for free for your troubles. Ask nicely and I'm sure they will accommodate a nice person vs. a whinny, screaming, jackass.

desrste · #4 03-26-2009, 07:38 AM

After sleeping on it you guys are right and I appreciate the comments! I guess I really dodged a bullet and I agree you attract more flies with honey than with...well you know...thanks again.

chilliwilli · #5 03-26-2009, 07:52 AM

Quote:

Originally Posted by JT///MC

Yeah, no one was hurt so you are lucky. If someone was hurt, it would be a whole different story and the dealer would be fucked. So, look on the bright side, but get them to throw in some other stuff/services for free for your troubles. Ask nicely and I'm sure they will accommodate a nice person vs. a whinny, screaming, jackass.

They'll probably make a good effort to salvage the relationship, and also to avoid you giving them a bad rating when bmwna calls after service. Glad to hear the service manager stepped up.

desrste · #6 03-26-2009, 08:59 AM

Quote:

Originally Posted by chilliwilli

They'll probably make a good effort to salvage the relationship, and also to avoid you giving them a bad rating when bmwna calls after service. Glad to hear the service manager stepped up.

So that brings up a good point. Do I tell BMW NA that this dealer really screwed up if they are bending over backwards to take care of me? I don't want to throw them under the bus but they really really screwed up! Plus I want to have a good trusting relationship with them not one where I am always second guessing what they did.

I have two dealerships by me both about a 30 minute drive. One is in a very busy city the other is not. I bought my 3 from the busy dealer and my X from the other one. The busy dealer gave me less than appropriate service so I called them on it. Now I get special e-mails from the GM of the dealership and Service Manager about events and special offers. This was only after I blasted them to BMW NA. Why can't people just do the right thing the first time! Why do we have to call them out to get BMW service???

So do I call the other dealer out to BMW NA or not? What does everyone think?

chilliwilli · #7 03-26-2009, 10:35 AM

Quote:

Originally Posted by desrste

So that brings up a good point. Do I tell BMW NA that this dealer really screwed up if they are bending over backwards to take care of me? I don't want to throw them under the bus but they really really screwed up! Plus I want to have a good trusting relationship with them not one where I am always second guessing what they did.

I have two dealerships by me both about a 30 minute drive. One is in a very busy city the other is not. I bought my 3 from the busy dealer and my X from the other one. The busy dealer gave me less than appropriate service so I called them on it. Now I get special e-mails from the GM of the dealership and Service Manager about events and special offers. This was only after I blasted them to BMW NA. Why can't people just do the right thing the first time! Why do we have to call them out to get BMW service???

So do I call the other dealer out to BMW NA or not? What does everyone think?

Generally, the dealer will not expect you to return to them if you put them on blast. Personally, i've blasted some in the past...they made an effort to salvage our relationship, then after another mishap, i emailed the service director to inform him of my disappointment and never returned. Oddly enough, i haven't received a call from BMWNA since...and i've been serviced at least 4 times by a different dealer after this incident. I still get emails from them but after the manufacturer warranty expired, i purchased a 3rd party warrant and now get serviced by a trustworthy Euro-indy.

It's your call...but remember that they won't expect you to return if you blast them.

Werewolf · #8 03-26-2009, 01:17 PM

Sounds like a bigtime failure from the dealer. I think in good conscience you should not cover for the dealer if BMWNA asks.

The Cleaner · #9 03-26-2009, 01:24 PM

Some dealers will not own up when there is a mistake by a tech, seems like a good dealer.

desrste · #10 03-28-2009, 10:33 AM

Update - Here is where we stand...So on Thursday the dealer had one of their valet staff bring a 525i to drive instead of the Pontiac g6 rental I got. Dropped it off right in the driveway! Received many updates from the Service Manager through the process...Wednesday afternoon as soon as he got the car he called with a debrief. Thursday morning, Thursday afternoon, Friday morning, and finally Friday afternoon to give me the full debrief as he was having the car driven back to my house by the valet dept. So from what he told me he replaced the tension strut (front control arm) but it looks to me that they actually replaced front and rear control arms on both sides of the car...I was very surprised by this! This also fixed a problem I had when slamming my brakes for an emergency stop where the front wheels seemed to buckle under the car...oddly enough that is what started this whole mess when the replaced the thrust bushings. I have to tell you I cannot believe how much better the ride feels especially on the highway. Braking feels better too! So at this point I am pretty happy but thanks to UCrewX5 and Zulu95 I found the CPO Program Guidelines and mentioned this to the Service Manager. I spent $3,800.00 to have the X certified and felt like they missed a lot in that document. When I mentioned this to him of course he was surprised that I had a copy and then went on to say when they get a car in they want it to be as close to new as possible. BMW really relies on lease returns for this program since they typically are in really good shape. So now, in short, the dealer is going to come and get my X5 the week after next , take it to their body shop and get some of the nicks and scratches out, they are fixing one of the door pulls that is worn, replacing where your forearm would go on the doors as they are pulling up a little, complete detail - interior, exterior, engine the works. Now I know they are going out of their way to resolve my little problem I had but the Service Manager told me that this is what they would do to any CPO that they would sell. So anyone out there looking at CPO's go to the home page of X5 World and print off a copy of the CPO Inspection Guidelines Doc (it's at the bottom of the post) and make sure your prospective X5 meets that criteria...

I am disappointed I am getting this kind of treatment only because of a screw up but I am very happy that the Service Manager is doing the right thing and turning me into what may be a long time customer!

Thanks to everyone for the comments and opinions. This forum is an amazing resource and without it I would truly be in the dark about 90% of what is going on with the car. Keep Posting!

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