BMW dealer experience
Discussion
As some of you remember I decided to have the car serviced at a BMW dealership to complete the service history, as the car was serviced shortly before I purchased it, but outside the network and I have no record or invoice of this. I called round to 3 groups of dealerships several weeks ago, and the price for just an oil service was quoted at £216 to £260. This is expensive of course but for my piece of mind (and not knowing whether I might want a BMW warranty) it was worth it in this case. The quote from the Croydon based dealership was £232.91 or something silly like that. The car was booked in for this Saturday just gone, and I turn up with the car as agreed. The dealership is vast with good facilities and lots of cars to have a look at. I am waiting whilst the car is done.
Whilst booking the car in, the service person advises me that the car is not needing any service work. I explain to her (as I did with her colleague who booked it in) why I want it done. She tells me that they do not recommend this work being done, but agree to service the car...^^
An hour and a half later (with a free wash included - for the car, not me) the job is completed, and I have had a nice coffee and some diet pepsi and so on. She asks me how I would like to pay for the work, and I nform her that I am paying by card. She confirms that the amount is £340. I asked "what? what else did you do on top of the oil service?". She answers that that is the price of an oil service. I told her that the person on the phone from the service department that I booekd it with told me in the region of £232.91 or something - and she said that is incorrect, her system has the correct pricing. I told her that £340 is clearly incorrect, as the other 2 dealerships are quoting between £216 and £260 and why would I come here if I had been quoted 40%+ more? She said she didn't know, but she did say that XYZ dealership that have an outlest in Blackheath are goig bust, and they will charge very little to get any business they can. I told her that they in fact have quoted more...^^ (which they had).
At this point she tells me that she cannto release the car without payment, but she would take nmy card details and not charge me until she could speak to the manager and that this person would call me before going ahead. I told her that I needed to make a couple of calls. So in order to make sure that I had my facts straight, I called XYX dealer in Ilford and I checked what the normal standard price for an oil service is on my car - 550 M Sport etc...registration number given...and they confirmed £216 incl VAT. ON askign whether this was their normal price (not a special in other wirds) they offered to match any BMW approved quotation I had.....haha...^^
I go back in to the dealership and inform her of the conversation, and offered to call them together. She said it was irrelevant as you cannot compare the dealerships, and she said they (at Croydon where she is and the car has been done just now) probably charges waay more than other delaerships....(I thought...yeah, no kidding). So she told me that either it was payment or no car in a nice way.
At the same time, a friend of mine called to say that he was heading over to complain about some overcharging. I don't know all the facts of his situation but this led me to *not* pay the bill or give them my card details, so I told them they could keep my car until they had got their story straight. I made it clear I was far from happy and walked out. As I got outside, to get alift from my friend - I suddenly realised that I had left my satnav in my car so went back in to get them to open up my car to fetch it. She came with me out, and as I picked up my satnav she apologised again for the "mixup". So I said to her that all she is doing is putting this off until Tuesday and that nothing was going to come of this. She assured me that she would give me a call on Tuesday morning and I said that wouldn't be necessary as I woudl be there on their doorstep on Tuesday monring 8am. Of course by then, the considerable anger I have now will be stoked by the inconvenience of not having the car all weekend and the fact that I have to waste mytime returning here unnecessarily. So I did quietly say that whoever is here on Tuesday first thing should be prepared for the fact that I will be incandescent with rage on arrival, and that I would certainyl expect her manager or the head of the dealership to be available for extensive meetings together with her this morning and that it woudl not be pleasant. I asked her who would be there today, and she said....."errrr....I think thats me". At this point I told her that I am not one that kicks up a fuss abotu things that do not need it, and that in thisd case they have overcharged by over 50% of the quoted price which already was expensive but suited me. I just want to pay for what I was quoted and take my car. She changes her story, she said as already advised she si willing to take the £232 odd and have a fight with her manager on Tuesday, and that she would give me a call once sorted ut so I could get an invoice. She then proceeded to take the £232 odd that was quote and released the car.
I don't understand this sort of thing. The only thing they have achieved is to waste everyone's time, and to alienate me completely for the future. In fact, I have just decided to warranty my car through warrantywise rather than BMW on the back of this. Thats a loss of £600 odd quid to them in addition to all the servicing I would have had to have done at BMW dealerships in the future to maintain the warranty.
Needless to say I have not had a call from her, and I will be calling the head of the dealership today to let him know what has transpired. I am considering writing to BMW as well, because this sort of thing is unacceptable.
This is for your info and warning.
Whilst booking the car in, the service person advises me that the car is not needing any service work. I explain to her (as I did with her colleague who booked it in) why I want it done. She tells me that they do not recommend this work being done, but agree to service the car...^^
An hour and a half later (with a free wash included - for the car, not me) the job is completed, and I have had a nice coffee and some diet pepsi and so on. She asks me how I would like to pay for the work, and I nform her that I am paying by card. She confirms that the amount is £340. I asked "what? what else did you do on top of the oil service?". She answers that that is the price of an oil service. I told her that the person on the phone from the service department that I booekd it with told me in the region of £232.91 or something - and she said that is incorrect, her system has the correct pricing. I told her that £340 is clearly incorrect, as the other 2 dealerships are quoting between £216 and £260 and why would I come here if I had been quoted 40%+ more? She said she didn't know, but she did say that XYZ dealership that have an outlest in Blackheath are goig bust, and they will charge very little to get any business they can. I told her that they in fact have quoted more...^^ (which they had).
At this point she tells me that she cannto release the car without payment, but she would take nmy card details and not charge me until she could speak to the manager and that this person would call me before going ahead. I told her that I needed to make a couple of calls. So in order to make sure that I had my facts straight, I called XYX dealer in Ilford and I checked what the normal standard price for an oil service is on my car - 550 M Sport etc...registration number given...and they confirmed £216 incl VAT. ON askign whether this was their normal price (not a special in other wirds) they offered to match any BMW approved quotation I had.....haha...^^
I go back in to the dealership and inform her of the conversation, and offered to call them together. She said it was irrelevant as you cannot compare the dealerships, and she said they (at Croydon where she is and the car has been done just now) probably charges waay more than other delaerships....(I thought...yeah, no kidding). So she told me that either it was payment or no car in a nice way.
At the same time, a friend of mine called to say that he was heading over to complain about some overcharging. I don't know all the facts of his situation but this led me to *not* pay the bill or give them my card details, so I told them they could keep my car until they had got their story straight. I made it clear I was far from happy and walked out. As I got outside, to get alift from my friend - I suddenly realised that I had left my satnav in my car so went back in to get them to open up my car to fetch it. She came with me out, and as I picked up my satnav she apologised again for the "mixup". So I said to her that all she is doing is putting this off until Tuesday and that nothing was going to come of this. She assured me that she would give me a call on Tuesday morning and I said that wouldn't be necessary as I woudl be there on their doorstep on Tuesday monring 8am. Of course by then, the considerable anger I have now will be stoked by the inconvenience of not having the car all weekend and the fact that I have to waste mytime returning here unnecessarily. So I did quietly say that whoever is here on Tuesday first thing should be prepared for the fact that I will be incandescent with rage on arrival, and that I would certainyl expect her manager or the head of the dealership to be available for extensive meetings together with her this morning and that it woudl not be pleasant. I asked her who would be there today, and she said....."errrr....I think thats me". At this point I told her that I am not one that kicks up a fuss abotu things that do not need it, and that in thisd case they have overcharged by over 50% of the quoted price which already was expensive but suited me. I just want to pay for what I was quoted and take my car. She changes her story, she said as already advised she si willing to take the £232 odd and have a fight with her manager on Tuesday, and that she would give me a call once sorted ut so I could get an invoice. She then proceeded to take the £232 odd that was quote and released the car.
I don't understand this sort of thing. The only thing they have achieved is to waste everyone's time, and to alienate me completely for the future. In fact, I have just decided to warranty my car through warrantywise rather than BMW on the back of this. Thats a loss of £600 odd quid to them in addition to all the servicing I would have had to have done at BMW dealerships in the future to maintain the warranty.
Needless to say I have not had a call from her, and I will be calling the head of the dealership today to let him know what has transpired. I am considering writing to BMW as well, because this sort of thing is unacceptable.
This is for your info and warning.
Edited by christer on Tuesday 26th May 13:17
Edited by christer on Tuesday 26th May 13:17
Edited by christer on Tuesday 26th May 13:18
What a nightmare.
I had a similar experience with an Audi dealership a few years back-they quoted me what I considered to be an already inflated ammount over the phone,but it was the cars first service and I wanted a full main agent history with the car.
I dropped the car off,and returned later in the day and was presented with a bill for £100 more than I had been quoted over the phone plus 2 new windscreen wipers(£50),handbrake adjustment(£50),and enabling the anti-hijack door locking feature(£50),so an extra £250 on top of what I already regarded as being an inflated price.The extra work was just done without my authority.
Im not proud of it but I kicked off big time,shouting and bawling in front of the whole busy service,parts and showroom area.The bill was eventually and reluctantly reduced but I still had to pay for the extras.
That was the last time I used that particular dealership,and I made damn sure I told everyone I knew with an Audi to steer clear too!
I had a similar experience with an Audi dealership a few years back-they quoted me what I considered to be an already inflated ammount over the phone,but it was the cars first service and I wanted a full main agent history with the car.
I dropped the car off,and returned later in the day and was presented with a bill for £100 more than I had been quoted over the phone plus 2 new windscreen wipers(£50),handbrake adjustment(£50),and enabling the anti-hijack door locking feature(£50),so an extra £250 on top of what I already regarded as being an inflated price.The extra work was just done without my authority.
Im not proud of it but I kicked off big time,shouting and bawling in front of the whole busy service,parts and showroom area.The bill was eventually and reluctantly reduced but I still had to pay for the extras.
That was the last time I used that particular dealership,and I made damn sure I told everyone I knew with an Audi to steer clear too!
You won’t get a call because they really don’t care. It’s a shocking way to deal with your customers and smacks off complacency. BMW make great cars, we clearly all agree, but often the dealer experience is a massive let-down. I work for an engineering company and if we let our customer’s down, we explain what went wrong and how we will fix it and make sure we meet our commitment to amend. Customer service is as important as the final product itself. I will be changing my allegiance from BMW in 6 months time due to dealership apathy.
I just spoke to the manager of the dealership. I explained what happened and that I am quite concerned and irritated by the situation. He sounded genuinely shocked and promised to investigate. Obviosuly we will see how they handle it, butmainly I just called to make sure that he ensures I get an invoice for the work done because they told me they could not get one done due to the delta in what I paid and what the system said.
For waht its worth, the manager agreed that the £230 something sounded like the correct price so he will investigate....
So we will see....but I just want my invoice
For waht its worth, the manager agreed that the £230 something sounded like the correct price so he will investigate....
So we will see....but I just want my invoice
Edited by christer on Tuesday 26th May 16:47
BMW customer services were spot on for me and sorted the slopey shoulder attitude of the selling dealership's service manager. Can't say I've been impressed by the technicians yet either ( ended up fixing one problem myself in the end) Service reception at my local dealership have been professional so far though.
That said, I'm now cynical enough that I'll be noting the mileage of the car when I drop it in next week and marking components that are to be changed so that I know the work's been done. (all covered by warranty)
Still love the car
That said, I'm now cynical enough that I'll be noting the mileage of the car when I drop it in next week and marking components that are to be changed so that I know the work's been done. (all covered by warranty)
Still love the car
BMWBen said:
phumy said:
Maybe you should have re-confirmed their price just before handing the keys over, then you wouldnt have had aaaaaaallllll that hassle.
I disagree - if they're unscrupulous and are going to up the price, they'll do it anyway.With hindsight
Just an update, I spoke to the Manager yesterday who sounded quite shocked, although its hard to tell over the phone. He said on the telephone that the £230 odd sounded about right, and that he would investigate. Half an hour later, I got a call from the service manager who left a voicemail letting me know that apprently it was an error on their system and that the invoice is being sent to me ASAP with apologies.
I guess thats sorted then, but would I use them again? f
k no......^^
I guess thats sorted then, but would I use them again? f
k no......^^I got a 530 touring last year with a FBMWSH. Had EML light on a while ago and my local garage said they could waste hours replacing stuff and that I'd be better off going to BMW. Signed up for the BMW Four discount (car over 4 yrs old).
First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
bramley said:
I got a 530 touring last year with a FBMWSH. Had EML light on a while ago and my local garage said they could waste hours replacing stuff and that I'd be better off going to BMW. Signed up for the BMW Four discount (car over 4 yrs old).
First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
How does this help the OP First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
5 wh said:
I had a similar experience with an Audi dealership a few years back-they quoted me what I considered to be an already inflated ammount over the phone,but it was the cars first service and I wanted a full main agent history with the car.
...and me with a Mitsubishi dealer. On my daughter's Colt, they called at 11mths old and said it's due for first service. I asked how much - £125 + VAT (the "+VAT" should have rung alarm bells, that's often a dodgy sign). Rang back a bit later and spoke to different person to book it in. Asked price and was told the same as previously. Due to daughter's age she couldn't have a courtesy car, so I went with her to drop the car off and pick it up. On collection they cheerfully presented a bill for £199.
This is for an oil change - about 100mls in a Colt)!!Cue an *enormous* row, with both receptionists seemingly completely baffled as to where the £125 price could possibly have come from. The really annoying thing is that if my daughter had been there on her own, she'd have just paid the bill. They're thieves, nothing less.
Edited by Deva Link on Wednesday 27th May 21:01
Had to have my E65 oil changed and inspection also recently. Local garage part of national chain wanted about £320 - indie would charge £150 but create warrenty issues. Next local dealer, who is not part of a large chain did both for £200.
Unfortunately they have not cured the vibrations and it drives like a pile of st but that is for another thread.
Unfortunately they have not cured the vibrations and it drives like a pile of s
t but that is for another thread.phumy said:
bramley said:
I got a 530 touring last year with a FBMWSH. Had EML light on a while ago and my local garage said they could waste hours replacing stuff and that I'd be better off going to BMW. Signed up for the BMW Four discount (car over 4 yrs old).
First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
How does this help the OP First visit they plugged it in, and said the fault codes were inconclusive, light now reset, see how it goes. This was a bit annoying as they clearly didn't spend any time on it. Sure enough light came on on the way home.
Second visit, it was booked in for the senior technician to look at it. I asked that this guy called me before starting work on it so I could discuss some of the symptoms with him. That didn't happen which annoyed me, but by midday the garage rang to say they'd found the fault.
So, initial diag check, then a senior dude and more diag, then removal of inlet manifold to prove the crackcase breather valve was knackered, new part fitted, inlet manifold put back - all done for £250 inc VAT.
I was pretty happy with that.
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