Maranello BMW: Ignorance & Arrogance At Its Finest
Mood:
irritated
Topic: Stay Away
I brought my vehicle in with 3 items that needed to be repaired or replaced, the passenger side mirror, the sunroof, and the steering wheel. I picked up the vehicle with 6 problems.
This now makes 3 times that I have brought my vehicle in for repair, only to pick it up in the same condition it was in, or worse.
It’s hard to believe that service from any large company could be this bad, much less BMW, it’s been absolutely horrendous. I left messages for Brad (Service Advisor) and John (Service Manager) right after picking up my vehicle on Wednesday morning, it’s now Monday and no one has called me back.
The last time I had similar problems, in July, I left a message for Brad and after waiting 2 weeks for a call back, and never getting one, I responded to John’s email asking about my “service experience”. I waited 2 more weeks for a reply from John that never came, and then I called head office.
John then called me and apologized for the poor service and said he was on vacation and didn’t get the email when he came back to work. He promised that this time he would personally look after me. However, this 3rd “service experience” was the worst of the three.
Besides the 3 problems the vehicle had when I brought it in this last time, I now have a serious problem with the AWD & DSC, it actually locked up on me a couple of times over the past 5 days. The cruise control no longer works and my right signal light no longer turns off. The “new” mirror that I paid $600.00 for, isn’t so new after all, it has scratches on the inside of the casing, the same scratches that were there prior to this service call. The mirror also can’t be moved into position, much like the problem with the steering wheel which still exists after 3 service calls.
The one that takes the cake though, in this giant mess, is the gas that went missing from my tank. I understand that this is a serious allegation, and I wouldn’t mention it if I wasn’t 1000% sure. I filled up across the road at the Esso station just prior to dropping off my vehicle and brought it in directly afterwards, only to pick it up with just over ¾ of a tank.
In the “service” previous to this one, the paperwork for the courtesy car said the tank was full, when it wasn’t, and the kilometer reading on the paperwork was about 200 kilometers short of what was actually on the car.
This ordeal with Marenello BMW feels like it’s right out of a movie, because it’s hard to comprehend just how bad a company’s customer service could actually be.
