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08-14-2014, 11:39 AM | #1 |
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RESOLVED: BMW of Manhattan + BMW NA - EPIC FAIL in Customer Service!
I'm going to apologize in advance for the rant, but can you guys please give me some guidance on how to best deal with this situation? I've not been able to get any definitive answers/responses from anyone at BMW NA.
So as many of you know I took ED in mid April and had a wonderful time. The whole process was flawless, the entire team made our experience one that will always be very special - so much so, that we will never take US delivery - if I ever lease/buy another BMW - this is my 4th. I really hope this never happens to you guys as I know several of you are patiently awaiting re-delivery and others are considering ED as this situation is a complete cluster. My car was damaged upon re-delivery after it left the VPC - I'd never really know what happened, but there was some "cosmetic" damage to the front bumper - air intake - bottom left. My guess is someone got a little excited having to drive around a 6MT w/CP and wrecked the bumper (see attached picture). No big deal, no one was hurt, and David A. and his team at Steve Thomas jumped all over it. I live in Manhattan and so I figured the good folks at BMW Manhattan would be great to work with and take care of the issue - especially as they are a Corporate store. I was so wrong. So I took my car in - they assessed the damage and seemed to be on top of the situation. I explained that this is a corporate issue as my car was damaged after it left the VPC by PMTG. They assured me that they understood the situation and would take care of it. I would have the car back in 5 days and gave me a loaner - no big deal - everyone wins - except for the delivery driver at PMTG. Several weeks go by for the bumper to be replaced - 3 weeks to be exact. I had to keep calling for updates - as my car was finally ready for pick up, my SA decided he would stop returning my calls. A few more days go by, and then I called David A. He jumped on it immediately only to discover that BMW of Manhattan was now going to hold my car hostage for 30 days till they got paid from PMTG's insurance - $2,200. I lost my sh#t. I couldn't believe it - for $2,200 these guys would rather put their reputation on the line and have this situation explode versus making a few proactive calls to get paperwork all sorted, as this was well documented in mid June. I shouldn't even be involved in any of this. And as if that wasn't bad enough; as I headed over to get my car with all the construction on the roads - a rock hits the windshield of the loaner - 5" crack (328i). So I paid the $2,200 to rescue my car. Then they told me I'd have to pay for their windshield and that I was not leaving till I did - $2,200 (my insurance shouldn't have to cover this as I shouldn't even be in this situation). So now I am out of pocket $4,400 and am being told that the claim is being processed - several weeks later, no one even knows when I will be repaid and if I will be repaid!! This was not and is not my issue. Its really sloppy customer service. This has certainly turned into a nightmare and what's even more disappointing, BMW's NA Customer Service doesn't seen to care enough to return my calls/emails. Any thoughts or advice on how I can get this sorted and refunded would be greatly appreciated. For as long as I'm alive and have the means to afford these cars - I will never buy or service ANYTHING at BMW of Manhattan. a
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Last edited by M5KRZI; 09-03-2014 at 10:29 AM.. |
08-14-2014, 11:56 AM | #3 |
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I think you should also contact your insurance company for both the damage to your vehicle and the windshield on the loaner since those claims should be covered under the comprehensive/collission provision of your policy. Let your insurance company reimburse you (although you may need to pay the deductible from the $4,400 check the insurance company should give you), but then get the deductible for your first claim reimbursed by PMTG.
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08-14-2014, 11:58 AM | #4 |
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Sorry about that...i would contact BMW NA
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08-14-2014, 12:29 PM | #6 |
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Write in their Facebook page that gets the moving fast!
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08-14-2014, 01:28 PM | #7 |
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Not that I needed more reason NOT to go to BMW Manhattan, this cements it. Im glad dealerships in certain areas just assume the money will keep rolling in.
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08-14-2014, 01:45 PM | #8 | |
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Quote:
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08-14-2014, 03:07 PM | #9 | |
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I have found that BMW European Delivery department is very good at handling this sort of thing. My wing mirror was scratched during redelivery and they really resolved it fast.
BMW of Manhattan is notorious for their bad service. Many posts about them. This is one of my favorite posts: Quote:
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08-14-2014, 09:23 PM | #10 |
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Do this!!!!
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08-14-2014, 09:32 PM | #11 |
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I wouldn't have paid the $2200 for either the loaner OR to rescue your car. I would have written a check for the rescue and then cancelled it. I would have said I'll pay for the windshield and then left without paying.
The other thing I don't understand... What kind of morons do they hire to drive our costly vehicles on and off the ships and to customs and the VPC and on and off the trucks, etc... I'd be nice if there was a 'valet mode' that limited the RPMs and MPH. The fact that I'm making a monthly payment while some dirt-ball is humping on my car is a bit displeasing.
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08-15-2014, 08:47 AM | #12 |
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Did you put it on Amex? If so, contest the charge. Amex is great in situations like this.
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08-15-2014, 09:25 AM | #13 |
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Did you get a call back from BMW NA?
They will get you straight. As long as you open a claim with them, it'll be taken care of.
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08-15-2014, 10:32 AM | #14 |
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Sorry to hear about your trouble!
+1 on BMW of Manhattan's sloppy service. Never really had a great expedience there. I live a couple of blocks from there so I just suck it up sometimes and deal with them for servicing the car etc..... But not buying my new F10 M5 from them. Nope. |
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08-15-2014, 12:59 PM | #15 |
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Dude, your post made me so mad that I could not sleep. Ever since I started buying BMW's I always felt like BMW had a red carpet out for me because of my loyalty. Your story would never even cross my mind in the worst possible nightmare. This is unacceptable and I cant even believe you forked out the money.
I was treated million times better when I bought a Acura from a Honda dealership before.
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08-15-2014, 02:33 PM | #16 |
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BMW of MH has an FB page. https://www.facebook.com/BMWofManhattan
So does BMW. https://www.facebook.com/BMW Start posting this thread if you really want action/escalation. |
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08-15-2014, 03:20 PM | #17 | |
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08-15-2014, 03:34 PM | #18 |
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hey guys - massive thanks for all the responses/support - i really appreciate it. i've been so angry this situation got to this point as it didn't need too. its really absurd.
in the past 15 hours I've picked up 2 voicemails from BMW NA Customer Service - after weeks of calling and emailing for updates they are suddenly responsive. i guess they are paying attention - good. i am now being asked to resubmit all the documentation I gave them weeks ago. still no definitive dates on when I will be repaid, but i guess the good news is, it seems to be moving forward - and from the sound of it - the team at Steve Thomas are involved in cleaning up BMW of Manhattan's mess. truly class acts. wish i could ship my car to the west coast for its service intervals - maybe i'll drive it. more to come as this unfolds and will post the details of the resolution. a
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08-15-2014, 04:46 PM | #19 | |
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08-15-2014, 07:49 PM | #20 |
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I'm always hesitate in those situations where they say you will be reimbursed, I've gotten burned many times. Best of luck with the resolution glad things are finally rolling!
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08-15-2014, 09:21 PM | #21 |
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BMW of Manhattan is horrible. Customer service I would say by far the worse I've experience. I almost bought my M3 from them, thank you for the horrendous experience I ended up buying mine from Prestige, couldn't have been more pleased.
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08-16-2014, 09:30 AM | #22 | |
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Quote:
http://f10.m5post.com/forums/showthread.php?t=852279 Whole thread about it too, and a Jalopnik article that was written about it: http://jalopnik.com/meet-the-amateur...ew-b-513809077
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