Is there good customer service available at any price?Written by procalrn on 12/02/08 12:00:00 AM PST Go back to Service reviews
Recommend this dealer? No
I had a few transactions with West German BMW. I haven't been amazed at the service department in general but since it is the closest to my home, I try to tolerate it. I called ahead for a replacement headlight assembly. I was planning on replacing the part myself (again, because I generally don't have any patience for car dealerships). But after several months of not having 2 operating headlights, I caved. So I called TODD SIMPSON the service associate that I have delt with in the past (apparently you are assigned a specifc associate based on the first latter of your last name) and told him that their parts department qouted me $278 for the part. Todd said my quote would then be 278 plus the 153 in labor and then taxes. SO I made an appointment for several weeks in the future (they are always so busy there, you can never get in without planning far in advance). Just yesterday I called Todd and left a voice mail to verify that the correct part was ordered, and the price remained the same. He never called me back with any descrepancy. So today I picked up the car. The price was almost $50 more. I asked why and was told that my options were to pay the price or they would remove the new headlight assembly and put the old one back in. This is when the service manager and parts manager got involved, both of whom were not helpful in resolving this issue. So while in the grand sceme of things a $50 difference is not going to break me, I just found it completely frustrating that at that point they had me over a barrel. Either I pay or wait several hours for them to remove the part and put the old one in, which doesn't help me at all. They made no apologies for the confusion, no concessions what so ever. I ended up paying the bill. and will follow up with yet another letter to general manager. Oh yes, I had issues when I found out that my "certified" pre-owned car, was in an accident that was never disclosed- I'm not sure what certified is supposed to mean. But if you spend a few moments google-ing, you'll see that the "certified pre owned" line is a scam across the nation. I was told that it was in an accident by another BMW dealership when I was considering trading my sedan in for a convertible. Needless to say, the value of my car is basically nothing and I will never buy a BMW again. SO never believe in "certified" anything and do not believe that a so called Luxury car maker will have luxury service.