Trip Interruption Insurance + untruthful vendor

GPSnV1 · #1 08-14-2009, 08:52 PM

I am trying to resist posting a full length report on the events of this week, but suffice it to say that with 150 miles to go on a 3K trip that spanned 5 weeks, apparently the fuel pump or like device failed. The end result was 4 hours stranded in the hot sun on the side of I-40 with the closest dealer in Tulsa rather than OKC and into a hotel at 10 pm.

So I am told that BMW Interruption Insurance will pay for the costs incurred in the three day change of schedule due to this failure. When I called to ask how to submit the receipts, I was surprised there was not an online form so one must compose a memo/letter.

But I am more concerned about the fact that the first tow truck vendor that showed up knew nothing about BMWs and may have done some damage to the suspension. The Tulsa BMW dealer wanted me to pay for diagnosis and any subsequent charges. I called BMW Assist and the company did not tell the truth about what their driver did to our E70.

Anyone have experience with either one of these scenarios, particularly the latter?

King · #2 08-15-2009, 12:36 AM

I am not sure how the tow-truck/driver could cause damage to the suspension. I do know that unless all four wheels were off the ground while towing, it can cause damage to the transmission...

I had called Assist in my last vehicle as the battery had died in winter - due to a mysterious battery drain. They told me it would be a 7 hr wait to get a boost! Needless to say I called AAA on my own!

Sorry to hear, but I wouldn't let them get away with it! Any diagnosis etc. should all be covered or re-imbursed since it was caused by the defective fuel pump in the first place or you wouldn't have to get it towed...

GPSnV1 · #3 08-15-2009, 08:59 AM

What the wrecker driver did was hook cables directly to the suspension rather than using the hook in the grill.

I gave him the manual and showed him the pages about how to tow the X5 but I was preoccupied with: talking to BMW Assist and others inside the car trying to manually manipulate it into neutral, learning about trip interruption insurance and working on a hotel and car rental, etc.; caring for my spouse and our little dog who has a collapsed trachea and thus does not get on well in heat; worried about my own health as I am a DVT/PE patient and we drove more miles that day than what could be considered safe.

So the next thing I know he tells me to get out of the car and he pulls on the cables to see if the car will move. Fortunately we did not get the car into neutral or I am certain he would have hurt the suspension while pulling it up on the bed but it still needs to be checked since he did that at least two times. I thought BMW Assist chose him because he knew BMWs but that was a flawed assumption so I shoui\ld have carefully read the manual myself.

We waited 4 hours for BMW Assist to get someone there who could get the X up on a wrecker. He put the hook in the front grill but did not know how to get the drive in neutral so he used transmission fluid mixed with something else to make the ground and the truck bed slick so he could force the X up on his bed. I asked Tulsa BMW if that would hurt my transmission and they said no. BTW, the front tires did turn but not the rear tires.

I am keeping a record and only wish I had videos of the whole thing. After 3 hours, however, I thought that I might need an ambulance and finally a state patrol took me to a service station where I could get a/c and hydration. My spouse and dog were not allowed inside but somebody with a motorhome took them in.

gatorgirl · #4 08-15-2009, 09:49 AM

Had the same kind of problem, too. The fuel pump went out and had to wait a little while on the side of the road in Feb. with two small children in the cold. Had to call hubbie out to keep our kids warm inside his Jeep Wrangler. Called BMW Assist and they finally got a tow truck on the scene but they did not seem to know what they were doing. Seemed shaddy to me. Thank goodness my husband was with me because if he wasn't watching they would have done some major damage on the front end because they used some type of boom arm to raise the car. Unfortunately, they did not come with a flatbed even after we told them it was 4 wheel drive. They continuously tried to get the arm to work even though it was malfunctioning and ended up using wheel blocks to get the back wheels off the ground.

I only wish BMW Assist would tow more then 250 miles on reuniting your vehicle since I live so far away from everything. I'm in BFE out here! Had to drive about 100 miles or more to meet the tow truck driver to PU my X.

rh71 · #5 08-15-2009, 10:02 AM

This is one thing I've repeated in my head that I need to learn in case of emergencies. Definitely need a flat bed and definitely need to know how to put it in neutral. Sorry to hear of your troubles. I have a hard time fully trusting a vehicle so complex, yet such simple problems like a fuel pump or battery can leave you stranded for hours. The other thing is BMW Assist. I turned down the towing coverage through my insurance because of this but maybe I should put it on since it's only a few bucks for 6 months... just in case. Why are they unable to find someone - would an insurance company have better luck?

GPSnV1 · #6 08-15-2009, 10:19 AM

Quote:

Originally Posted by rh71

This is one thing I've repeated in my head that I need to learn in case of emergencies. Definitely need a flat bed and definitely need to know how to put it in neutral. Sorry to hear of your troubles. I have a hard time fully trusting a vehicle so complex, yet such simple problems like a fuel pump or battery can leave you stranded for hours. The other thing is BMW Assist. I turned down the towing coverage through my insurance because of this but maybe I should put it on since it's only a few bucks for 6 months... just in case. Why are they unable to find someone - would an insurance company have better luck?

I stopped just short of exit #287 going west on I-40. This is close to a town called Webber's Falls, OK and that is where the first tow driver came from who even took a knive - before I could stop him - to try and remove the chrome case at the base of the gear shift thinking that would put the thing in neutral!!

After this diaster, BMW Assist was more careful and called for a driver with a "dolly" or "skates" and found someone who knew how to load the E70 on the bed but not manually get into neutral. The driver was from Sallisaw, OK, and the closest BMW dealer was in Tulsa.

About towing distance, I noticed last night that the manual says not to tow at speeds in excess of 45 mph or a distance greater than 90 miles. My X was towed close to 90 miles and I believe we drove faster than 45 mph.

Sorry Gatorgirl as your handle confused me but I do know about Dakota cold having lived in SD some years back.

gatorgirl · #7 08-15-2009, 12:24 PM

Quote:

Originally Posted by GPSnV1

I stopped just short of exit #287 going west on I-40. This is close to a town called Webber's Falls, OK and that is where the first tow driver came from who even took a knive - before I could stop him - to try and remove the chrome case at the base of the gear shift thinking that would put the thing in neutral!!

After this diaster, BMW Assist was more careful and called for a driver with a "dolly" or "skates" and found someone who knew how to load the E70 on the bed but not manually get into neutral. The driver was from Sallisaw, OK, and the closest BMW dealer was in Tulsa.

About towing distance, I noticed last night that the manual says not to tow at speeds in excess of 45 mph or a distance greater than 90 miles. My X was towed close to 90 miles and I believe we drove faster than 45 mph.

Sorry Gatorgirl as your handle confused me but I do know about Dakota cold having lived in SD some years back.

No worries. I'm a temporary Southern transplant. Hopefully will be back South sometime next year. Sorry to hear about all that happened to you with the towing companies. Hope all will be ok.

JCL · #8 08-15-2009, 02:47 PM

Quote:

Originally Posted by GPSnV1

About towing distance, I noticed last night that the manual says not to tow at speeds in excess of 45 mph or a distance greater than 90 miles. My X was towed close to 90 miles and I believe we drove faster than 45 mph.

A few comments:

As I understand it, you were towed on a flat deck truck (with all the X5 wheels not turning on your vehicle) when they finally got it right. If so, you don't need to worry about the towing speed and distance limits. Those limits apply if the vehicle is being flat towed on the ground, with all the wheels turning, by either a rope or towbar. They don't apply to being towed on a flatdeck. The limits are there because of reduced lubrication in the transmission when the vehicle engine is stopped but the output shaft is spinning.

The damage to the suspension can be checked fairly easily. There are three things to look for (speaking as an ex-tow truck driver and mechanic).

The first is body damage from cables or chains that were connected under the vehicle. That would usually be the air dam or front apron, for example.
The second is if the cables or chains were connected to components that can't take the pull, such as anti-roll bars or brake lines (two famous examples). If the cables or chains were connected to solid suspension components, it is less likely that there is damage (but check point 1).
The third is damage to items like suspension boots (which are rubber) due to the use of J hooks, which are the easiest thing for the tow truck driver to use. Imagine a very large (ie 12") fish hook, and that the hook pulls fine in the valley of the J, but that the point spears something else (like a rubber suspension boot). Hope that explanation makes sense.

What you need from the BMW dealer are pictures taken of any apparent damage, with the date on the photo. Always handy for discussions later.

The transmission is not likely to be damaged by winching the vehicle on to the flat deck. The oily surface solution sounds very messy. The correct approach, if the transmission can not be shifted into neutral, is to use 'skates' which are attached to the rear wheels and are essentially dollies that hold the truck up a few inches.

Sorry for all your trouble. Ask away if you have any further specific questions.

Jeff

GPSnV1 · #9 08-15-2009, 03:19 PM

Thanks for this excellent post that corrects some of my misdirection.

How long do you think I have before having the dealer check this? Since they will not give me a loaner for this, the coming week is a challenge because I find out on Monday if the newly elected bishop is going to rehire me and thus need to be available all week.

Or do I have time to first sort out the complaint with BMWNA and/or BMW Assist? The 1st operator pulled the cables then stopped when he was convinced the SAV was still in park.

BTW, I lived in Vancouver Canada for three years and enjoyed a return visit there last year. Wish they would have sent someone to me from Tulsa as it could have saved time and would have been safer for all concerned. We lost over an hour learning with the first tow company.

JCL · #10 08-15-2009, 04:22 PM

Quote:

Originally Posted by GPSnV1

Thanks for this excellent post that corrects some of my misdirection.

How long do you think I have before having the dealer check this? Since they will not give me a loaner for this, the coming week is a challenge because I find out on Monday if the newly elected bishop is going to rehire me and thus need to be available all week.

Or do I have time to first sort out the complaint with BMWNA and/or BMW Assist? The 1st operator pulled the cables then stopped when he was convinced the SAV was still in park.

BTW, I lived in Vancouver Canada for three years and enjoyed a return visit there last year. Wish they would have sent someone to me from Tulsa as it could have saved time and would have been safer for all concerned. We lost over an hour learning with the first tow company.

I infer from your post that you are back at home, have your X5 in your driveway, and have both a nagging concern about whether there was any damage, as well as a claim against BMW Assist for your trip interuption costs.

I was thinking that Tulsa BMW had your vehicle and could take photos while it was on the hoist. If it is driving fine, I wouldn't panic about doing it right now, but for peace of mind it would be worth scheduling a visit to your dealer when convenient, for you to wait while they hoist it up and look for any apparent damage. It would be 30 minutes or less if you arranged a time that was convenient to both of you. If they find something from a visual inspection, then the repair could be scheduled depending on their evaluation of the risk to keep driving it. If they do find damage, then you want photos of the damage (the date on the photos isn't as important now, that was to tie the photos to the state of the vehicle immediately following the failed tow attempt).

As an aside, you and all other E70 owners should be aware of the procedure for putting the vehicle in neutral, and releasing the emergency brake, in the event of breakdown. It doesn't need to be memorized, just be aware that there is an instruction in the owner's manual. Essentially, there are two special tools (release levers) stored under the rear floor in the tool kit. The parking brake release is in the left rear compartment in the luggage area, and the transmission release is under the rubber mat in the front seat cupholders. The instructions are on pages 66-72 of the 2009 owner's manual. You may never need to use them, but be aware of them at least, due to the nature of the electonic application/release controls, and the potential of a flat battery and no way to move the vehicle.

Final comment is that there are several parties involved in any service call. Your dealer, and the dealer where you broke down, are each independent businesses. They know about BMWs, in general. BMW Assist is a call centre, and may or may not know about a specific problem with your vehicle. What they really know is how to determine your location, and dispatch a contract service company. In a major centre, it is likely that that company will get all the BMW calls and will thus have a level of familiarity with the brand. The one they called first in your case is likely an independent tow company with a driver that may have never seen a BMW before. Yes, I would hope that wouldn't happen, but tow truck drivers (especially the ones working late shifts in rural areas) are not trained on all vehicles. They have a wide range of aptitudes and skill levels, just like the rest of society. The tow company is not likely associated with the BMW dealer. I worked in a family automotive repair business, and drove the tow truck summers going through university. If I didn't know how to get into a locked car, or how to tow it safely, using my CAA/AAA resources, I went slowly and carefully. I hardly ever damaged a vehicle that I can recall, but I am sure it did happen occasionally, and the owner was generally reimbursed for that damage. I do know that I have met many tow truck drivers, who applied a level of care that exceeded mine, to none at all. They can give all the rest a very bad reputation.

Hope it all works out.