How to steal a BMW....
Discussion
Hi - I am new to this forum so forgive me for reposting - seems that I had broken the rule of 'naming and shaming' so I have removed all the names...but I just wanted to tell you all my story and possibly seek any advice from anyone...
I am a proud owner of an immaculate e46 M3.
About two and half weeks ago, my car got stolen, the police managed to retrieve the car back the next day via its on board tracker (down the road). They had advised me that there didn’t appear to be any forceful entry so it appears that someone had my key – I was in possession of both sets of keys so I was baffled.
I called up BMW UK to enquire whether any keys had been issued recently; they eventually came back to me with the astonishing news that a set of keys had been issued out by one of the BMW franchises in Wiltshire a couple of days prior.
And to keep the story short, a guy walks into the "BMW dealer" in Wiltshire, with a “dubious” V5 document from Ireland, driving license from Manchester & no proof of address. Apparently the guy was very charming and he had an answer for everything - the franchise did realise a few inconsistencies with the guy’s story, namely:
- the registration number on the V5 didn’t match the one on their system
- the address on his ID didn’t match the V5 nor the one in their system (he had ID from Manchester, V5 from Ireland & my car registered in their system as London)
- he turns up in Wiltshire to urgently get keys
So the “BMW dealer in Wiltshire”, with all this information decides to issue him with keys, so he orders the keys on Friday, collects them on Saturday & then casually walks up my street at 9pm on Sunday & drives off in my car.
After getting my car back & the “BMW dealer” in Wiltshire owning up to the issue, they agreed to change all my locks and send me a courtesy car (the ‘best’ one they had). A week later, I get my car back, all initially appears fine. I drive it 3-4 miles down the road & it simply refuses to start. The AA & BMW Emergency Services were not able to help at that time of the night as it appeared that the issue was immobiliser related. With no alternative, I pushed to a secure location and left it there. Upon recommendation, I decided not to leave the car unattended & insecure outside the local BMW dealer in East London.
Spoke to BMW UK, but unfortunately they fobbed me off (politely), stating that they give their franchises complete independence & my issue is with them and that they will not be able to help. They even went as far as to suggest that if I chose to handle this matter legally, then the case is against “the BMW dealer in Wiltshire” and NOT BMW UK. This just astounded me – there was not attempt of brand protection whatsoever,
With no alternative, I called the “BMW dealer in Wiltshire”, only to hear them reiterate the fact that it was nothing to do with anything they did and that the car was ‘perfectly’ fine on the drive down and upon delivery. They then had the audacity to suggest that I organise a local BMW dealer to collect the car and IF it can proven that the car was failing due to the work they did, they will then ‘sort it out’ – I guess they mean financially.
After much arguing, they finally agreed to my suggestion of sending a BMW technician from BMW Emergency Services to look at my car. He concluded that the new keys/chip had not been correctly aligned with the new immobiliser; he was not sure what was wrong with the other key (t just simply didn’t work). He did the best he could and reprogrammed the keys, the one key is still not completely functional, but at least I can move my car.
To inflict more pain to me, the BMW dealer in Wiltshire advised me that they had not paid the congestion charge when they delivered my car on Friday and as it was too late to make a back payment, I will be issued a £60 penalty – they said they will ‘sort it out’ when it comes through.
To say I am disappointed would be an understatement, my car is still completely functional, as it failed last night ((but I managed to get it working again) so I am just not confident to go anywhere in it and I am reluctant to go back to the “BMW dealer in Wiltshire” as they are appear to be completely incompetent and to add to this they are 100 miles or so away.
So with BMW UK not wanting to get involved & the “BMW dealer in Wiltshire” fobbing me off – I am pretty much stuck in a rut.
Please do not take this as a dig against the website because I think it is an awesome website, but with the ‘name & shame’ rule, the “BMW dealer in Wiltshire” wins again in their small way.
I suppose the way they see it - I am not a customer in Wiltshire, BMW UK don’t really care so why should they go out of their way to help me?? So I guess I will just have to grin and bear this complete incompetence from them – hopefully this will get resolved eventually – hopefully by Christmas – that would be a great Christmas present!!
Such a shame BMW don’t mind the reputational damage to their branding, I suppose I am just one small voice.
Comments/tips/advice??
I am a proud owner of an immaculate e46 M3.
About two and half weeks ago, my car got stolen, the police managed to retrieve the car back the next day via its on board tracker (down the road). They had advised me that there didn’t appear to be any forceful entry so it appears that someone had my key – I was in possession of both sets of keys so I was baffled.
I called up BMW UK to enquire whether any keys had been issued recently; they eventually came back to me with the astonishing news that a set of keys had been issued out by one of the BMW franchises in Wiltshire a couple of days prior.
And to keep the story short, a guy walks into the "BMW dealer" in Wiltshire, with a “dubious” V5 document from Ireland, driving license from Manchester & no proof of address. Apparently the guy was very charming and he had an answer for everything - the franchise did realise a few inconsistencies with the guy’s story, namely:
- the registration number on the V5 didn’t match the one on their system
- the address on his ID didn’t match the V5 nor the one in their system (he had ID from Manchester, V5 from Ireland & my car registered in their system as London)
- he turns up in Wiltshire to urgently get keys
So the “BMW dealer in Wiltshire”, with all this information decides to issue him with keys, so he orders the keys on Friday, collects them on Saturday & then casually walks up my street at 9pm on Sunday & drives off in my car.
After getting my car back & the “BMW dealer” in Wiltshire owning up to the issue, they agreed to change all my locks and send me a courtesy car (the ‘best’ one they had). A week later, I get my car back, all initially appears fine. I drive it 3-4 miles down the road & it simply refuses to start. The AA & BMW Emergency Services were not able to help at that time of the night as it appeared that the issue was immobiliser related. With no alternative, I pushed to a secure location and left it there. Upon recommendation, I decided not to leave the car unattended & insecure outside the local BMW dealer in East London.
Spoke to BMW UK, but unfortunately they fobbed me off (politely), stating that they give their franchises complete independence & my issue is with them and that they will not be able to help. They even went as far as to suggest that if I chose to handle this matter legally, then the case is against “the BMW dealer in Wiltshire” and NOT BMW UK. This just astounded me – there was not attempt of brand protection whatsoever,
With no alternative, I called the “BMW dealer in Wiltshire”, only to hear them reiterate the fact that it was nothing to do with anything they did and that the car was ‘perfectly’ fine on the drive down and upon delivery. They then had the audacity to suggest that I organise a local BMW dealer to collect the car and IF it can proven that the car was failing due to the work they did, they will then ‘sort it out’ – I guess they mean financially.
After much arguing, they finally agreed to my suggestion of sending a BMW technician from BMW Emergency Services to look at my car. He concluded that the new keys/chip had not been correctly aligned with the new immobiliser; he was not sure what was wrong with the other key (t just simply didn’t work). He did the best he could and reprogrammed the keys, the one key is still not completely functional, but at least I can move my car.
To inflict more pain to me, the BMW dealer in Wiltshire advised me that they had not paid the congestion charge when they delivered my car on Friday and as it was too late to make a back payment, I will be issued a £60 penalty – they said they will ‘sort it out’ when it comes through.
To say I am disappointed would be an understatement, my car is still completely functional, as it failed last night ((but I managed to get it working again) so I am just not confident to go anywhere in it and I am reluctant to go back to the “BMW dealer in Wiltshire” as they are appear to be completely incompetent and to add to this they are 100 miles or so away.
So with BMW UK not wanting to get involved & the “BMW dealer in Wiltshire” fobbing me off – I am pretty much stuck in a rut.
Please do not take this as a dig against the website because I think it is an awesome website, but with the ‘name & shame’ rule, the “BMW dealer in Wiltshire” wins again in their small way.
I suppose the way they see it - I am not a customer in Wiltshire, BMW UK don’t really care so why should they go out of their way to help me?? So I guess I will just have to grin and bear this complete incompetence from them – hopefully this will get resolved eventually – hopefully by Christmas – that would be a great Christmas present!!
Such a shame BMW don’t mind the reputational damage to their branding, I suppose I am just one small voice.
Comments/tips/advice??
Thanks for all your comments guys.
In answer to some of them, I believe my car is classified as "Stolen, recovered" but as I didn't claim from the insurance, I can call them up and reuqest that to be removed from the HPI I think; I am still trying to sort my car out before I look into that. Having said that, my insurance company will always have records that my car was stolen; not entirely certain how this affects my premium.
I agree a stake out would have been a good idea but the police apparently have more important issues to tend to - like the paper work for the robbery. To be fair to the police, they have been very helpful where they can.
It is true, it is a shame that the tracker on my car was activated, otherwise the Wiltshire dealership would have had to pay out for my car - would have been a much better turn out...ahh well..
In answer to some of them, I believe my car is classified as "Stolen, recovered" but as I didn't claim from the insurance, I can call them up and reuqest that to be removed from the HPI I think; I am still trying to sort my car out before I look into that. Having said that, my insurance company will always have records that my car was stolen; not entirely certain how this affects my premium.
I agree a stake out would have been a good idea but the police apparently have more important issues to tend to - like the paper work for the robbery. To be fair to the police, they have been very helpful where they can.
It is true, it is a shame that the tracker on my car was activated, otherwise the Wiltshire dealership would have had to pay out for my car - would have been a much better turn out...ahh well..
I like your comment, UncappedTag - very clever!
I had already asked to buy my car/value my car - they fobbed me off again, indirectly "suggesting" that an independent dealer would offer me XXX (which was a cr@p price); she then had the nerve to continue going on about how it is a good time to buy a new car now and that they would be able to be more aggressive on pricing when there is a part exchange....
So they indirectly told me that they won't buy my car but if i was to buy a new car from them, the story would be different - what a joke.
I have instructed a solicitor but it is pretty slow moving - we are looking at the case as there has not been any monetary loss to me so far.
I had already asked to buy my car/value my car - they fobbed me off again, indirectly "suggesting" that an independent dealer would offer me XXX (which was a cr@p price); she then had the nerve to continue going on about how it is a good time to buy a new car now and that they would be able to be more aggressive on pricing when there is a part exchange....
So they indirectly told me that they won't buy my car but if i was to buy a new car from them, the story would be different - what a joke.
I have instructed a solicitor but it is pretty slow moving - we are looking at the case as there has not been any monetary loss to me so far.
I have warned them enough that I will be taking action, they don't really care or maybe calling my bluff?? They can say they are being proactive in terms that they are trying to help sort of the mess by replacing the locks, the problem is that they are incompetent.
You must remember I have not lost any money (they are doing the repair free but they are bodging it up) and any loss to the value of my car is difficult to ascertain.
Personally my biggest disappointment is two things:
1) Lack of acknowldgement from the MD that a BIG mistake was made - he just is going along the lines that mistakes happen...
2) BMW UK desire to distance themselves as far away from this issue as possible - taking no responsibility
You must remember I have not lost any money (they are doing the repair free but they are bodging it up) and any loss to the value of my car is difficult to ascertain.
Personally my biggest disappointment is two things:
1) Lack of acknowldgement from the MD that a BIG mistake was made - he just is going along the lines that mistakes happen...
2) BMW UK desire to distance themselves as far away from this issue as possible - taking no responsibility
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