RESOLVED: BMW of Manhattan + BMW NA - EPIC FAIL in Customer Service!

[Pazzo009]

Did you put it on your credit card? Amex? Dispute it and contact an attorney. That whole situation is absurd. So absurd it doesn't make sense.

[gsc]

Post this on every BMW, MB, auto forum and you will see how fast they react to this nonsense.

[twelve535i]

Hopefully you used your Amex. They're quick to jump to your defense.

[sharifm3]

Sad part is that bmw of Manhattan is owned by BMW NA. You shouldn't be caught in the middle of their bs.

[JOHNBMWM5]

$2200 for a fucking windscreen are you having laugh.
They would have got nothing from at all.

[M3PGH]

fyi : windshield is 700 dollars. Just had that done at a BMW dealership on our 328 xi at end of lease and it was covered with only 100 $ deductible by my insurance , as compared to normal deductible for me is 500 as this is considered accidental.
so charging you 2200 $ is outrageous

[M5KRZI]

Originally Posted by DrewM5

Did you put it on Amex? If so, contest the charge. Amex is great in situations like this.

Yes agreed - the charges to replace the bumper is/was on my AXP, for some odd reason they accepted it for the body work. I paid it a couple weeks ago . I am hoping this gets sorted without having to get them involved - so let's see how long it takes them to repay/reimburse.

The windshield is a different story. I couldn't use my AXP for the deposit on the loaner - $750. And so with the crack, I had to pony up another $1,500 and use the same debit card - so that's all cash.

I wasn't kidding about this being a giant cluster!

Originally Posted by sharifm3

Sad part is that bmw of Manhattan is owned by BMW NA. You shouldn't be caught in the middle of their bs.

Yeah - that was my thought too. I figured they would have been able to get this sorted easily. I guess they felt like they were going out of their way to do me a favor

Originally Posted by M3PGH

fyi : windshield is 700 dollars. Just had that done at a BMW dealership on our 328 xi at end of lease and it was covered with only 100 $ deductible by my insurance , as compared to normal deductible for me is 500 as this is considered accidental.
so charging you 2200 $ is outrageous

Outrageous and quite hysterical. I am sure they made the repair at a fraction of that cost.

a

[M5KRZI]

Originally Posted by greentrbo95gst

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.

Thanks man. It's so absurd on so many levels - after my post things seem to be moving, so let's see how much longer it takes to get reimbursed.

a

[M5KRZI]

hey guys - thanks again for all the support. after my post, all your comments and sleepless nights things got moving fast, so here is how things got resolved:

a few hours after my post I received several calls from BMW NA and BMW of Manhattan. within 48hrs my AXP was reimbursed for the repairs to the bumper. i was also traveling for the past couple weeks and got back last night to a check from BMW NA/BMW of Manhattan for the windshield. here's the breakout:

1. $2,145 - Bumper repair: Reimbursed to AXP.
2. $1,500 - Windshield repair/replacement: Reimbursement check. $750 loaner deposit was a "hold" so that fell off my debt card.

they also gave me one month payment on my lease for my/our troubles and aggravation. they certainly went above and beyond to get this sorted very quickly, so some faith is restored. hopefully this doesn't happen to you guys - but if it does, I think everyone will be on high alert so it doesn't turn into my situation.

a

[Palomequet]

Good to know mate, thanks for posting your experience.

[FANBMWM]

Originally Posted by Palomequet

Good to know mate, thanks for posting your experience.

+1

[VMRWheels]

Originally Posted by M5KRZI

hey guys - thanks again for all the support. after my post, all your comments and sleepless nights things got moving fast, so here is how things got resolved:

a few hours after my post I received several calls from BMW NA and BMW of Manhattan. within 48hrs my AXP was reimbursed for the repairs to the bumper. i was also traveling for the past couple weeks and got back last night to a check from BMW NA/BMW of Manhattan for the windshield. here's the breakout:

1. $2,145 - Bumper repair: Reimbursed to AXP.
2. $1,500 - Windshield repair/replacement: Reimbursement check. $750 loaner deposit was a "hold" so that fell off my debt card.

they also gave me one month payment on my lease for my/our troubles and aggravation. they certainly went above and beyond to get this sorted very quickly, so some faith is restored. hopefully this doesn't happen to you guys - but if it does, I think everyone will be on high alert so it doesn't turn into my situation.

a

Thanks for posting about your experience. Sounds like a very stressful and time consuming encounter.

Definitely, glad to see at least some peace has been restored!

[DrewM5]

Glad to see that they ended up doing the right thing. To bad they didn't do the right thing for the right reasons and only stepped up due to the publicity factor. I suspect that pre-internet days, they (or at least BMW of Manhattan) would have left you out there.

[dhirm5]

Glad to hear of the good outcome. I'm curious - did BMWNA catch your thread while monitoring this forum or did someone alert them to it - maybe Steve Thomas?

[soooma]

This is called the power of the group!
One person alone may be abused till consequences loom ahead in the horizon when so many people get angry because of such heinous act!

Shame on you BMW Manhattan! !

Glad things are better now!
I personally have excellent experience with BMW NA and got 4 BMW cars from them within 2 years including my M5! And excellent experience with Hendrick BMW in Charlotte as well.

[M5KRZI]

Originally Posted by dhirm5

Glad to hear of the good outcome. I'm curious - did BMWNA catch your thread while monitoring this forum or did someone alert them to it - maybe Steve Thomas?

Yeah thanks - I am not sure of the cadence of things, but the team at Steve T. were really awesome throughout the entire process. I think they eventually "paid" for the windshield replacement on the loaner. The forum is a social platform for BMW, so it's likely a combination of things.

Just happy it got resolved quickly, which I think was in large part to the negative sentiment factor with our group pushing them.

a

[PhantomCypher]

This is awesome to hear! An inspiration for us all to fight when you're sucker punched by the stealership.

Props to BMW NA for stepping in to make things right!