Dealreship Drama

[Dee2]

I am the out right owner of 2 BMWs (328i & X5) in the past 6 years. My cars have been serviced at BMW of Manhattan. With the exception of the X5 all service parts maintenance and repairs have been paid in full cash out of pocket. I like to do good business and expect quality service, this is why I chose my first and second cars to be BMWs. Since purchasing the X5 last year, my car has been serviced twice in a month at Manhattan BMW. Each time the car was put in and released in 48hrs. Certain things are addressed, while others are totally ignored. When I first took the car in, it was because there was a loud clicking noise when I turned left or right, at start up there was a fly wheel sound and I needed to replace some light sockets in the rear. I also asked that the airbags be checked as the light kept cycling on and off, and I asked that my radio be diagnosed as the power also cycles on and off and there is no sound (this radio was replaced last year after milk was spilled in the trunk) My front axles where changed, the alternator and fly wheel as well as the expansion tank and hoses. I was told that the tech had to go home for an emergency and that he did not check the air bags or the radio, but my car was ready to be picked up and my bill was $260 (need to check amt) for work done. I asked if the car was safe, and was told that the airbag light never came on while the car was in their care and that if I wanted I could bring the car in at another time. A nearly a month later I started loosing power in my baby (X5 named Lady B) when ever I accelerated, the engine did not respond the way it normally would. Power is what I am used to, the car sounded weak, I have to practically floor the gas pedal to get any speed; there is a high swirling spinning sound that comes from the driver's side, it sounds like its coming from the wheel area. The radio still has no sound, the navigation works yet the NAV Lady doesn't speak (I miss her). I go over a bump and guess what? The airbag light comes on after a minute it goes off, I hit another bump and it comes back on, so now I'm nervous and upset that my car was released to me in such condition. Shortly after the cycling airbag light, the service engine soon light comes. I have never seen a service engine light on a BMW (of course I know it occurs, its just never been my experience). I have a 1997 BMW 328i that I purchased in 2003 and have never seen a Service Engine Light. The fear that came over me when I saw this light come on, on my high tech Lady. I was in the middle of rush hour coming in from Long Island on the 495 praying that I 'd make it home. I have two children that ride with me everyday, safety is imperative. I take the car into Manhattan BMW the next day, I leave a detailed note explaining my issue. The airbag light, the loud sound coming from the drivers side upon acceleration, the skipping and jerking the car is now doing, the side mirrors are not closing the vibration that I felt on the highway at high speeds coming from the front of the vehicle up through the steering wheel and moving through the back of the car. I also experience vibration when I break and that is unacceptable.

Right off the back the service advisor says, it will be $700 for the mirrors. I am under warranty until August of this year is my reply, he tells me its not covered and takes the mirrors off the list of things to be checked. The next day he calls says that he found some problems not to worry I'm covered for them and that the car will be ready on day 2, the only thing that I had to pay was the $50 co-pay. My boyfriend goes in to pick up the car and over hears our service guy speaking with another saying that our car is under warranty still and he will not touch the car. He was shocked at first and then decided that guy could not be talking about our X. Shortly after he is handed a work order told that everything has been addresses again with exception of the radio, he wanted to get the car back to us so as we didn't have to be on the train for the weekend. We of course could bring the car in at another time. He said that he changed some belts as they were the cause of the sound we were hearing from the drivers side, he went on to say that he replaced a faulty mat and some airbags and that safety was no longer an issue. My boyfriend drove away feeling that the service advisor had taken care of us as he says he always will, he gets on the Highway to head home and the SOUND IS BACK. The car is jerking forward not responding well at all. When moving slow the car stops itself before we apply the break. There is still vibration moving through the car, the sound gets progressively louder by each passing day, the car is skipping. I had none of these issues prior to bringing the car into BMW manhattan the first time. I call the service advisor and say "uh what's going on, did you guys test drive this car at all, what work was done, how did you ok this car with this sound and sluggish performance?" Needless to say the service advisor never returned my call.

I call a dealership, life quality BMW, wow have the tides changed. The rep who booked my service appointment, took down every concern and added it to her system, she realized that the previous owner's info was on file and requested my registration and insurance to prove ownership. Manhattan never asked a question, who knew this was the proper protocol, they will now update BMW SOS. My appointment was booked, I was asked if I needed a driver to take me anywhere in Brooklyn as the dealership is located in Bay Ridge, I live in lower Manhattan and was told that while they did not drop off outside of Brooklyn, that they would get me as close to manhattan as I needed. I was late the morning of the appointment because I was dropping off my children and I was called by Life Quality service dept, to make sure that I was Ok, to find out whether or not I got lost and was I still coming. For me the that spoke volumes on this dealerships customer service. I rescheduled my appointment at that time as I was going to be delayed indefinitely, that was no problem with them. Two days later road side assistance came to pick up my car and drop it off at Life Quality as the car's jerking and skipping became worse, rendering it undrivable for me. Once the car arrived at the dealership I was contacted by a service advisor whom had a copy of the past two work orders from Manhattan BMW as well as a detailed note stating my concerns, he went over each one of them with me not to leave anything out. He told me that my side mirrors were in fact covered and that he noticed that Manhattan BMW had stated in the last work order that there was a steal belt sticking out of one of my front tires and that he didn't understand why they didn't take care of it as that was a factory dealership. I explained that I turned them down as they wanted to charge $275 for a tire, not acceptable. I have a brand new spare in the trunk why wasn't that tire used? Life Quality further stated that Manhattan BMW should have just given me a tire. My car is still in the hands of Life Quality and its been a week. They are performing full diagnostics and will get in touch with me after the Memorial day weekend. So far the work seems to be going progressively well, I have new side mirrors at no expense.