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      08-14-2014, 11:39 AM   #1
M5KRZI
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RESOLVED: BMW of Manhattan + BMW NA - EPIC FAIL in Customer Service!

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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.

Name:  image.jpeg
Views: 1094
Size:  487.4 KB

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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      08-14-2014, 11:47 AM   #2
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Contact BMW NA!
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      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, 11:59 AM   #5
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BMW NA. Get them involved asap.
This is BS
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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:
Originally Posted by M5KRZI View Post
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.

Attachment 1075834

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
I would send a letter via overnight courier to Ludwig Willisch, President, BMW North America, LLC, rather than go through BMW NA customer service. A few years ago the fuel pump in my car died in SoHo, so my car was towed to Manhattan BMW. While there for repairs, things were stolen from my car, and my parking brake was broken. I was eventually able to get my car repaired at JMK, and able to replace the stolen items, by contacting NA, but I do not go to Manhattan BMW for servive or to purchase a car. Terrible dealership, and everyone knows it.
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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:
Originally Posted by Control It View Post
( for the eventual writer's/artists thread...)
----------------------------------------------------------------------

SInce I prepared myself to get raped when trying to basically repair a #%@ flat tire on my 2011 BMW X5M that I had flat bedded to BMW Manhattan at 6am yesterday morning. This is after having a Mexican tire repair shop on 36th and 10th attempt to mounted a new tire to my damaged rim at 12 midnight the night before. I listened to "Rape Me" by Nirvana to get into the proper victim mindset.

It worked pretty well...trancelife...

I thought I numbed myself from sure to come dealer abuse and was cool when my iPhone dutifully played the opening soundtrack of Sons of Anarchy ringtone. I picked up, Hello?. "Hi Sir, it's Mike, CSR from BMW Manhattan. Sir, you also need a new tire for that wheel"...I started to hyperventilate...."What??", I stammered back, "It IS a new tire! It's been on the thing for a few hours and not driven on ever!"

Mike was just warming up...I was playing to his strength..."Sir, a 6000 lb vehicle not even being driven can destroy a tire"...he said this as though he were explaining it to an 8 year old girl. I felt my heart pounding harder as he caught me with my guard down...I weakly tried to explain..."But but but...the tire is new!"..

Mike was starting to go full stride, (patiently listening to yet another rich idiot customer who knows obviously nothing about cars)..."Well, Sir, what do you want me to do? Both of my techs looked at it and said you need a new tire.."

Still catching up with this, I slowly start to build up some steam..."Mike, I hear you. It's possible they are right. Why don't you go there yourself and look at the tire and call me right back."

Mr. Superior BMW service dude wasn't ready for that but puts out one last ditch attempt at arrogant control and says, "Sir, (call me sir one more time mother fvcker..I dare you..I DOUBLE dare you), I am an administrator, I don't go down to the shop. that's what i have my techs for. They tell me you need a tire and I am telling you that's what they said. what do you want to do?" Mike takes one last stab and pulls out his last card, "Sir, if you want the car TODAY, I have to know NOW..."

OK motherfvcker, are you done? Cause I'm warmed up. My turn.

"OK Mike. The f'ing tire is brand f'ing new. You called me at 10am BEFORE the f'ing thing was even there and told me I needed a new f'ing tire so this is the deal. Put the f'ing tire on the f'ing wheel that I f'ing ordered via f'ing Federal f'ing Express. If it doesn't hold air, I don't f'ing care. I will be right over there. What time is the latest I can be there?"

Mike is finally speechless...I don't think BMW customers talk to him like that often...He says weakly..."6 o'clock."

"OK MIke. Put air in the f'ing tire and I am sure it will be fine" and I hang up.

The phone rings less than 5 minutes later...It's Mike again of course...Or I should say, the 'new' Mike...this Mike is cheerful when he says, "Sir, I spoke to the tech and while he says we ALWAYS advise to replace a tire on a damaged wheel, he says it is holding air and you can pick up the car as long as you take responsibility for any damage that occurs as a result of loss of air from a potentially damaged tire that we didn't sell you."

Right. Thanks Mike. I'll be right over.

Rape me? FVCK you and your BMW stealership mother fvcker!

(too angry? LOL)

Rape me. Sounds like. Winning.

Nirvana - Rape me - YouTube
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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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Quote:
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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.
Social Media is the most powerful tool to the consumer EVER! Organizations use social media in a big way.
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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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Quote:
Originally Posted by M5KRZI View Post
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
Best of luck!
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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:
Originally Posted by PhilT3 View Post
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.
These kinds of morons, the 'pkilla' kind

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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