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  #1  
Old 08-14-2009, 08:52 PM
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Trip Interruption Insurance + untruthful vendor

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?
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  #2  
Old 08-15-2009, 12:36 AM
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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...
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Old 08-15-2009, 08:59 AM
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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.

Last edited by GPSnV1; 08-15-2009 at 09:07 AM.
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Old 08-15-2009, 09:49 AM
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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.
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Old 08-15-2009, 10:02 AM
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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?
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Old 08-15-2009, 10:19 AM
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Quote:
Originally Posted by rh71 View Post
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.
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Old 08-15-2009, 11:24 AM
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The dealer wanted you to pay for diagnosis charges while the vehicle is under factory warranty? You should let BMWNA know about that too.
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Old 08-15-2009, 12:14 PM
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Originally Posted by vinuneuro View Post
The dealer wanted you to pay for diagnosis charges while the vehicle is under factory warranty? You should let BMWNA know about that too.
The position of Tulsa BMW was that the damage was "allegedly" caused by B.J. Wrecker of Webber's Falls so it was not covered by the warranty. BMW Assist called B.J. and they could not tell the truth. Not that I am an expert about telling the truth, but I am a minister.

I have tried to refer this to the OKC (Edmond) BMW where I purchased the vehicle one year ago, but the service rep I depend on was apparently off this week.

Anyway, I was going to write a long letter to BMW Assist appealing their judgment but maybe this should go to BMWNA, you think?
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Old 08-15-2009, 12:18 PM
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What damage..fuel pump?
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Old 08-15-2009, 12:24 PM
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Quote:
Originally Posted by GPSnV1 View Post
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.
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