BMW under AUC refused claim advice please
Discussion
Sorry for the long post but need advice on how best to proceed.
I purchased a 3 series car from BMW dealer X in March 2017 under the AUC scheme. It was due a service and was booked into BMW dealer Y closer to home in October 2017. I was informed it needed a transmission fluid change but the sump had seized and so this could not be done without a new sump at a cost of £545. I was told they would put in a claim under the AUC warranty scheme. To my horror the claim was denied because apparently the service history was not totally complete. I contacted the selling dealer who managed to track down the missing service history done at BMW dealer Z (are you following me??) it had been incorrectly loaded on the BMW system. This should have reinstated the warranty yet apparently this is not the case. I was told by the service adviser at Dealer Y that it may be due to the previous service being incorrectly performed and overtightening of the bolt.
BMW dealer X have so far not agreed to cover the cost. Their view ( and I have some sympathy with this) is that the transmission sump check is not part of an AUC check and they did not perform the transmission fluid change in 2015.The dealer that performed the service in 2015 have no link with me and I would be surprised if they would want to accept any liability 2 years later.
I am now in the middle of a conversation between 3 dealers none of whom are willing to accept responsibility. As a customer I bought a car from a BMW dealer with a warranty yet it appears that I may be out of pocket through no fault of my own.
I have asked BMW UK to step in and resolve this issue on my behalf as I am not sure on what the next steps should be.
I would be grateful for any advice on how to handle this situation. At the end of the day I have the money but it does seem shoddy treatment??
I purchased a 3 series car from BMW dealer X in March 2017 under the AUC scheme. It was due a service and was booked into BMW dealer Y closer to home in October 2017. I was informed it needed a transmission fluid change but the sump had seized and so this could not be done without a new sump at a cost of £545. I was told they would put in a claim under the AUC warranty scheme. To my horror the claim was denied because apparently the service history was not totally complete. I contacted the selling dealer who managed to track down the missing service history done at BMW dealer Z (are you following me??) it had been incorrectly loaded on the BMW system. This should have reinstated the warranty yet apparently this is not the case. I was told by the service adviser at Dealer Y that it may be due to the previous service being incorrectly performed and overtightening of the bolt.
BMW dealer X have so far not agreed to cover the cost. Their view ( and I have some sympathy with this) is that the transmission sump check is not part of an AUC check and they did not perform the transmission fluid change in 2015.The dealer that performed the service in 2015 have no link with me and I would be surprised if they would want to accept any liability 2 years later.
I am now in the middle of a conversation between 3 dealers none of whom are willing to accept responsibility. As a customer I bought a car from a BMW dealer with a warranty yet it appears that I may be out of pocket through no fault of my own.
I have asked BMW UK to step in and resolve this issue on my behalf as I am not sure on what the next steps should be.
I would be grateful for any advice on how to handle this situation. At the end of the day I have the money but it does seem shoddy treatment??
Thanks everyone. Update
Spoke to supplying dealer yesterday. The salesman sympathetic but unable to help. The used car sales manager did not speak to me. The service manager was very unhelpful. So no progress there.
The sump was on back order so the servicing dealer gave a courtesy car until it was available which came in this week. Car repaired and returned but I am £550 out of pocket.
I have emailed BMW customer services yesterday and awaiting a response.
I do hope this is not a reflection of what has happened to BMW as I was a serial buyer of BMW until 6 years ago. Having left to other Marques the purchase earlier this year was a return to BMW and I was also looking at an M5 to replace my current Mercedes.
Spoke to supplying dealer yesterday. The salesman sympathetic but unable to help. The used car sales manager did not speak to me. The service manager was very unhelpful. So no progress there.
The sump was on back order so the servicing dealer gave a courtesy car until it was available which came in this week. Car repaired and returned but I am £550 out of pocket.
I have emailed BMW customer services yesterday and awaiting a response.
I do hope this is not a reflection of what has happened to BMW as I was a serial buyer of BMW until 6 years ago. Having left to other Marques the purchase earlier this year was a return to BMW and I was also looking at an M5 to replace my current Mercedes.
The sump plug looks like it has been sheared off and the servicing dealer suspects someone over tightened it last time. This becomes a dealer error not a manufacturing defect so AUC will not cover. My AUC cover has apparently been reinstated now they have found the missing SH but due to the above this claim is denied.
I am struggling to understand the logic myself but what they seem to be saying is If the dealer has screwed up then it is for them to put right not the AUC but the dealer concerned in dealer Z who performed this several years ago. They will almost certainly say it was not us!!
I am struggling to understand the logic myself but what they seem to be saying is If the dealer has screwed up then it is for them to put right not the AUC but the dealer concerned in dealer Z who performed this several years ago. They will almost certainly say it was not us!!
Yes I suspect I will not get very far. Had an email back from BMW which may be their standard response about BMW dealers being independent etc so not very optimistic. Major learning point for others how you can get caught out. The selling dealer is over 120 miles away and when I bought the car knew I would get it serviced locally. Was part of the peace of mind selling point!!
Thanks all
I agree either supplying dealer or BMW need to step up. Supplying dealer has washed their hands. I am awaiting BMW customer services.Not sure what more I can do? The dealer is long way away and I can't physically go there and I have spoken to them on the phone several times.
I agree either supplying dealer or BMW need to step up. Supplying dealer has washed their hands. I am awaiting BMW customer services.Not sure what more I can do? The dealer is long way away and I can't physically go there and I have spoken to them on the phone several times.
Latest is that BMW have told the selling dealer to pay up. The selling dealer asked for my bank details to make a transfer which I gave but money has not landed as yet (2 days later). I was going to wait till end of next banking day before chasing. I had hoped to close this thread once I was reimbursed but will do so when the money is in my account.
Hopefully my faith In BMW will be restored!
Hopefully my faith In BMW will be restored!
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