BMW NA Experience

[bmwdinan5]

Hi everyone,

I purchased a 2014 M5 w/ Comp Pkg at the beginning of October with 28k miles from a BMW dealership. The records were stellar with minimal wear. The very next day, the engine blew a rod and BMW replaced the entire engine. You might remember this thread. (http://f10.m5post.com/forums/showthread.php?t=1308849). 4 weeks later I started having issues with any component that is dependent on electronics in my steering wheel when ever the outside temp was below ~45F. For example, Lane Departure and Blind Spot warning would pop up immediately as it couldn't communicate with the vibration motor, in addition the heated steering wheel function would activate, but not actually warm up.

Once the interior warmed up and I would power cycle the car the items would begin to work again until the entire car's temp dropped; overnight.

I dropped off the vehicle the week of Thanksgiving and that's where my nightmare began. In fact my car is still there. For the next 5 weeks my BMW dealership replaced part one after another. First it was some module in the steering wheel, then a harness, then another harness, then the vibration motor, then the steering wheel and now another module which is responsible for the Blindspot and Departure functions.

It gets more exciting, one week into the repair they called and said the vehicle was all fixed. I showed up on a Saturday afternoon to pick it up and there was 34 miles and a giant gouge in the drivers front wheel. I refused to take receipt and asked for the service manager to call me that Monday. The repaired the wheel a few days later and I came to pick it up.

Upon starting the car, the malfunction for the problem I brought it in for immediately popped up. Gave them the key back and said call me in the AM.

The dealership continued their sequential part replacement process. Throwing part-after-part assuming at some point they will hit upon something. During this period they had a PUMA case only with poor response from the regional BMW field tech. The only recommendation they made was check the grounds.

So here we are, 5 weeks into the repair and the dealership has admitted they do not know how to proceed.

For the 11 week's I've owned the car, 7 of them the vehicle has been sitting in the dealerships lot.

Here's where I need advise. I emailed BMW NA about the situation and my disappointment as a lifetime BMW customer who's owned 7. I expressed my disappointment based on the catostrophic engine failure and now the endless part replacement process to figure out my current issue.

My main area of concern is the burden I will have to assume once the factory warranty expires with a vehicle which has had some significant repairs over the last 2 months. I emailed BMW NA's executive team using the same thread from the engine failure. I received a call earlier this week and laid out two options. 1.) Replace my vehicle with another containing similar features and miles 2.) Buy back.

I heard back today and they refused to assist. I couldn't imagine the amount of money they've sunk into these major repairs. I informed BMW NA, that I'm not trying to profit off this situation. I simply want a vehicle built with the quality standards I expect out of a M vehicle.

What recommendations would everyone have? I'm preparing to speak with legal counsel.

[13M5F10]

I'd definitely go with either option if at all possible. Get out of this nightmare and into another one. These M5s are amazing cars and your situation is quiet unique.

[knepsterd]

If this was a 2013 which there are many for sale, and many out of warranty, yet still like 5-7 percent overpriced in market for the demand at the ridiculous price points for cars out of warranty low milegage or high mileage....Would BMW stepped up with no warranty. Get CPO car. Third party warranty might go back to fuel injection or some other fantasy part caused failure and will leave you holding the bag for a 15-20k engine.

[momos750]

Find a Lemon Law attorney and get rid of that car asap!

[apexlocator]

Sorry to hear that BMW NA seems to have backed you into a corner. But I would never take a haircut from this level of car.

Do Lemon Laws, in general, cover used cars? I agree that you should drop this particular car fast!

[hirkaismyname]

Lawyer Here...I will provide you condensed feedback, but it is highly advised you speak to a Lawyer, who has experience with State-Specific Statutory Laws, regarding Lemon Laws (herein "LL") to get a full understanding. What follows is a run-down of the basics:

1. document everything...it is evidence; ensure you keep track of the people you've spoken to, and their respective correspondence & titles. Going forward, ensure to notify whoever is considered an "agent" of BMW NA that you intend to employ counsel if a resolution is not swiftly reached...use the verbiage "...in a commercially reasonable manner";

All repairs, all work, time in shop (in proportion to your ownership) etc need to be documented...the biggest challenge is proving your vehicle is actually a "Lemon"...my calculations say 64% of the time of your ownership of the vehicle has been spent in repair (out of custody);

2. understand that although there is Federal Law (Magnuson Moss Warranty Act) regarding this topic (Breach of Warranty), state-specific (Statutory Law) will have additional details...whether contradictory or adoptive...of what the Federal Laws dictate and how you may "be made whole again";

3. generally LL's (not to be confused with Land Lord) cover new cars; however, used cars that are sold with express written warranties may also qualify for LL protection. Examples of express warranties include: 1. remaining factory warranty, 2. CPO, or 3. extended warranty purchased. READ YOUR PURCHASE AGREEMENT WARRANTY SECTION CAREFULLY. ALSO READ THE FORUM SELECTION CLAUSE.

A seller of a vehicle with express warranties may be subject to pay damages for KNOWN latent defects with the vehicle undisclosed to the Buyer prior to the transaction (ammo for discussion...the problems you have encountered lead me to believe **BMW if you're reading this..."ALLEGEDLY...i love you guys"** the dealership may have known of the defects prior to the transaction);

4. If the LL's don't grant you recourse, know that consumer protection laws may also give you an avenue to such claims;

5. Request from BMW NA the process required to report your vehicle as a lemon, read the materials CAREFULLY, pass on to the Lawyer, tell the lawyer to explain it to you like a 5 year old -- a good test for you to determine which lawyer you should employ;

6. The claim you're looking for is "restitution";

Once again...this information should not be interpreted as adequate legal advice. The information provided is generally available to the public and the only reason I am inclined to help is because I empathize your current situation. Why? Well, because I'm looking for a used M5 too! And, I expect more of BMW.

Good thing is that you're on the right track. You've contacted the manufacturer, and you've demanded the two sources of recourse granted by Federal Law: replace or buyback. Stay steadfast, allow for reasonable amount of time to pass prior to rec'ing a response from BMW -- generally, five (5) business days is good -- if unresponsive, follow up after and communicate/indicate that this is your (number of times) attempt to resolve your problem; (once again...more evidence...goes to BMW "turning the blind eye"...or "negligence" on their part);

Employment of legal counsel, along with written response with CC to your lawyer should open BMW's eyes that you're are not a force to be reckoned with. More importantly, what grinds my gears is that you're a LOYAL CUSTOMER...7 vehicles?! Bravo good sir.

I hope you find a swift resolution. Please PM if you would like additional assistance.

Godspeed.

Happy Holidays Errrbody.

[bmwdinan5]

Hirkaismyname thanks for all the advise. I received the vehicle back last night and this morning the malfunction happened again. I emailed a photo to my service manager. He called back and asked if I could scan the car and send in the diag information so they could reopen the PUMA case. The local field tech is out of office till 1/8. They said there wasn't anything they could do till they hear back which will be after 1/8.

I ran a BMW Diag with my Pc and sent it over via email. I plan to update my BMW NA contact with the situation, which BTW they have not responded. I'm concerned the vehicle will be in my possession till I hear back. Will that hurt my case?

[LI-M5]

this makes no sense , call back bmw na asap , get a customer relations rep on line and calmly explain it to them again

i've dealt w them and they would never leave you out to dry espp if your in warr...

[bmwdinan5]

I'm going to call the dealership and schedule the return of my vehicle instead of waiting for them to call me. If the tech is back in on the 8th would you suggest scheduling for the 9th? Or do you think I should just leave it there next week? They are saying BMW NA is a skeleton crew this time of year.

Thoughts?

[hirkaismyname]

It won't hurt your "case" per se; but, I would highly recommend speaking to BMW NA and explaining your situation to them as said above.

Additionally, ask for your case number, the rep's e-mail address, and shoot over the logs/correspondence thus far. Also ask to speak to the shift manager, and send to him/her.

The more data floating out there, the better it is to demand e-discovery via court systems (hoping it doesn't get that far).

You're on the right track about being proactive -- never let the dealership call you. Telsa on the other hand...they have beautiful customer service. Prior to even calling a rep, they know exactly what's going on with the vehicle since it sends vehicle update logs to central HQ's. It's beautiful.

H

Originally Posted by bmwdinan5

Hirkaismyname thanks for all the advise. I received the vehicle back last night and this morning the malfunction happened again. I emailed a photo to my service manager. He called back and asked if I could scan the car and send in the diag information so they could reopen the PUMA case. The local field tech is out of office till 1/8. They said there wasn't anything they could do till they hear back which will be after 1/8.

I ran a BMW Diag with my Pc and sent it over via email. I plan to update my BMW NA contact with the situation, which BTW they have not responded. I'm concerned the vehicle will be in my possession till I hear back. Will that hurt my case?

[Mac25]

Sorry about your experience. I returned my lease 13' M5 earlier this year and i was looking for a 14 CPO. I think you've changed my mind. Sucks BMW NA hasn't handled the situation. Good luck man!

[bmwdinan5]

Hey guys, Thanks again for the advise. With the holiday today i didn't get a chance to email my BMW NA rep back, but I did leave a case escalation manager a voice message per a member's request.

Tonight was the worst it's ever been. Usually after a few minutes of driving I can restart the car a couple times and it will start working, not this time. I restarted the car 8 times (Car off, Park, Door open, door close, lock doors, etc). Nothing and it was a 30 mile journey.

This is completely unacceptable, I emailed my Service Manager and told him, regardless of the tech being out I'm going to hand the car back to them in an effort for them to again attempt to fix this issue.

[LI-M5]

keep at it , keep your chin up all will be fine !

Neil

[bmwdinan5]

Hey everyone,

Thanks again for all the support. As I mentioned, over the holiday weekend the malfunctions got worse. Instead of only happening when the vehicle was cool (overnight). Even in 50F+ weather and an hour of driving. When I arrived this morning, my service manager greeted me and informed me that if I was to leave the vehicle they would not be able to provide a loaner. This is because the BMW NA tech rep would not be back from vacation till 1/8. They could then work with the rep to schedule an onsite visit.

After emailing BMW NA again today looking for status and to provide them my latest info I received a call this afternoon. They informed me they spoke with my Service manager and their marketing folks. (ok great....?). They promised to provide me with insight on my appointment date on 1/6. After the inspection they would inform me next steps.

Looks like I'm helpless till then. Never thought I'd say this, but probably should start looking at Audi's and Merc's product lineups.

[SFT33]

If you think you will get better reliability/service from Audi you a severely mistaken. Glorified VW. Don't go there....

[LI-M5]

Originally Posted by SFT33

If you think you will get better reliability/service from Audi you a severely mistaken. Glorified VW. Don't go there....

Even worse w Merc..

[bmwdinan5]

Audi that bad?

[Herofmine]

Very strange, interesting maybe something happened when owned by previous owner? Like water damage or some sort of damage? So many failures??? I have 2014 535i tuned and i drive like i stole it never ever had a problem since 2014 only regular maintenance routine oil change i do it every 7-8k.

Something must happened with this car M5 must be much more durable car compare to regular 5 series for the Premium $$$$ they are charging.

[bmwdinan5]

My precious boss had a 2013 and beat the heck out of it. 0 issues. I looked at a bunch of 2014 and this vehicle had a perfect service record. Dealer confirmed all the parts they replaced for this issue were in perfect condition, no water damage. It was thinking the same thing. I ran up 150k on my 550 (Dinan) and other than thrust arm bushings everything else was original. Was in perfect condition.

[apexlocator]

I don't know....seems like this M5 had zero issues after 28k miles until it got to this particular dealer?? Have to look at all possibilities; maybe the techs at this dealer are not up to par? Is this the original dealer where car was first purchased?

[bmwdinan5]

Hey Apex,

I bought the car from Richmond BMW in Richmond VA where it was purchased and serviced.

Drove it home and the next day a rod blew through the block. Engine replaced by the local dealership I've been going to for 20 years. I checked on the repair every day. Daunting job but the guy was miticulous. Same tech and shop foreman have been working this issue. No that I have the car until BMW can be onsite I've inspected their repair. Everything done cleanly. Really interested in what this could be.

[bmwdinan5]

Hi Everyone,

When BMW NA called on the 27th they mentioned they would reach out to me on the 3rd to check in and on the 6th to confirm a date on when I can bring the car in. Well the 3rd is just about done. I'm going to email the BMW NA rep again, do you think it's in appropriate for me to include the BMW NA executive leadership in my email (CC like I've done before. Basically do you think this will P-off the rep?

Thoughts?