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Car Forum / BMW Cars / April 2004BMW Service Department Dishonest!!!??
I am so angry I can hardly stand it. I recently took my '94 e34 in for an oil change and didn't mention that anything else was wrong, just wanted an oil change. I had asked for a quote to replace the rear inner door moldings. They called me later in the morning and instead of the quote to replace the moldings, gave me 2 completely different quotes....1 was to replace the lower control arms and bushings for the front end and the other was for replacement of all 4 shocks. The total....over $1500!!!! Being the cautious consumer that I am, I decided to pick my car up and told them I would think about having those repairs done. The shimmy has been there since I bought the car at 96,000 miles. No worse, no better and only at around 62 mph. This morning I took my car in to my regular mechanic (who was out of town when the oil change was done) to have him replace the lower control arms and possibly the shocks if needed. He called me a few minutes after I dropped off the car when he had it in the air and told me that the control arms and bushings looked perfectly fine. So I told him about the shimmy at speed and we discussed the conditions in which it happened. He said he would move the front tires to the rear and test drive it and call me back. Long story short...Not only does it not need the front control arms replaced, it doesn't need shocks. He said everything in the front suspension looks great and there was no shimmy at speed, just a vibration that was now coming from the rear---bent wheel?! So I then asked him to check out the pre-ignition problem I had been having as long as he had the car. He got back to me later after checking several options and said that the spark plugs looked like they had about 30,000 miles on them and asked about the Inspection II I had had done at the dealer....about 10,000 miles ago. He then told me it looked like the plugs had not been replaced at that time (even though the Inspection Report indicates that they were). This is a guy who has worked on my brother's BMW's for years and is so honest it's a wonder he makes any money. He's not going to get much of mine this time, unfortunately for him (except a nice little bonus is in order, I think, as well as ALL of my future business and that of my friends'). I need some opinions as to what to do. I want to call the dealer's service manager and climb all over him, but am wondering if that is the right thing to do. Or should I let it slide and never take my car in there again. Or should I report them directly to BMW??? All three??? Kathy Black '94 525i White '95 325i convertible Kathy I have seen this many times. I worked at one BMW Volvo delearship but under three Service Managers. They bring in their friends who diagnoise anything that they want. It is a shame but it does happen. You are lucky to have found a mechanic, not a parts changer, who will take care of you and your car. It is rarity. Stay with him. Some of us guys who work on cars still like to sleep at nights. > I am so angry I can hardly stand it. I recently took my '94 e34 in for an > oil change and didn't mention that anything else was wrong, just wanted an [quoted text clipped - 39 lines] > Black '94 525i > White '95 325i convertible How about letting US know who the dealer is so WE can avoid them? At least a hint at what city they are in. Many of us would appreciate the opportunity to benefit from your information. Thanks so much & good luck. Portland, Oregon --Rasmussen BMW----one of the largest and oldest on the west coast...they also have a Mercedes dealership or 2 > How about letting US know who the dealer is so WE can avoid them? At least > a hint at what city they are in. Many of us would appreciate the > opportunity to benefit from your information. > > Thanks so much & good luck. > Portland, Oregon --Rasmussen BMW----one of the largest and oldest on the > west coast...they also have a Mercedes dealership or 2 [quoted text clipped - 5 lines] > > > > Thanks so much & good luck. You are fortunate to have a reliable, trustworthy repair shop available to you. Three weeks ago, I took my 97 528i to the local dealer for a "free 13 point inspection". They just moved into a new facility and sent out cards to all their customers to come see their new digs while they have a "free inspection". I bought the 5'er just a few months earlier, so decided to go see the new cars and get a checkup. They found a leaking oil filter housing ($650) and a leaking power steering reservoir ($400). I decided to get a second opinion and found a shop close to me, Alpine Imports in Norman, OK. They said the oil filter housing is not leaking, just oil spilled, probably from a sloppy oil filter change (that would be me) and the power steering hose clamp just needed tightening up. Now that would be a happy ending, but .... my steering rack seals were badly deteriorated and leaking, my starter was beginning to go south (which I knew was not sounding right and told them to check it out), and I had a leak in the oilpan gasket. None of those items were mentioned by my BMW dealer. I knew the starter needed work and knew I had engine oil leaking from somewhere as evidenced by drips on my garage floor. Altogether, I spent 2x as much at Alpine Imports than at Jackie Cooper BMW of OKC, but I think my money went to solve real problems.... none of which the BMW service dept found. I would tell your BMW dealer that you are very disappointed in their service dept about the sloppy diagnosing they did and also drop a cc to the local BBB, and BMW NA. But I wouldnt burn your bridges until you locate another BMW service dept (Portland has to have more than 1 BMW dealer??) , as you may have to avail yourself of their services in the future, like getting an SRS light reset, or some other piece of work that requires specialized equipment for Bimmers. SC 00 Z3 97 528i SC, I'm glad you found a good, honest mechanic in your town. As I found out today, my honest mechanic can do everything the dealer can. He has all the equipment to do whatever my car needs and read the computer to see if there was an error regarding the preignition problem--he found none. But you are right, I will not burn all my bridges...we do have another BMW dealer here. Actually closer to home than the other one. And I will be letting Rasmussen know they screwed up. Next problem, trying to find out why my remote entry needs reprogramming on a regular basis.....I learned how to do it myself and it's pretty easy, but it's still irritating when it quits. Always seems to happen when I have my arms full and it's pouring rain! Take care! Kathy Black '94 525i White '95 325i convertible > > Portland, Oregon --Rasmussen BMW----one of the largest and oldest on the > > west coast...they also have a Mercedes dealership or 2 [quoted text clipped - 36 lines] > 00 Z3 > 97 528i > This morning I took my car in to my regular mechanic (who was out of town > when the oil change was done) to have him replace the lower control arms and [quoted text clipped - 12 lines] > miles on them and asked about the Inspection II I had had done at the > dealer....about 10,000 miles ago. I'm not sure I could possibly tell the difference between plugs with 10,000 miles and plugs with 30,000 miles. The ones in my M50 engine were replaced at about 100k miles. Maybe there is play in the control arm balljoints and/or bushes which to your own mechanic doesn't warrant replacement but to BMW does. Same for the shocks - unless they're actually leaking the necessity for replacement is often subjective. So, make sure those things really are 100% good before complaining too hard. Having said that it wouldn't surprise me one bit that a garage, BMW or otherwise, would try to rip you off. Did they ever quote for the door mouldings? They finally did after I asked them to several times. Each time I would ask, they would try to evade my question. > > This morning I took my car in to my regular mechanic (who was out of town > > when the oil change was done) to have him replace the lower control arms and [quoted text clipped - 27 lines] > > Did they ever quote for the door mouldings? > Maybe there is play in the control arm balljoints and/or bushes which > to your own mechanic doesn't warrant replacement but to BMW does. Wear in these bushes results in wheel shimmy well before it would fail any safety test.  Signature*Seen it all, done it all, can't remember most of it. Dave Plowman dave.sound@argonet.co.uk London SW 12 RIP Acorn Kathy, go to bmwusa.com and tell them what happened. That is how we weed out the unscrupulious service managers. > I am so angry I can hardly stand it. I recently took my '94 e34 in for an > oil change and didn't mention that anything else was wrong, just wanted an [quoted text clipped - 39 lines] > Black '94 525i > White '95 325i convertible Will do, Rod. I just got her back from the shop and she not only runs perfectly with the new spark plugs, there is no shimmy at any speed since the wheels were switched front to back. So, since I just recently got a great deal on 4 used but nearly perfect chrome wheels (mine had started to peel badly and looked terrrible) and saved all that money not having to make those "repairs", I took her in for a new set of tires. When the guy at the tire shop changed out the old wheels, he said that it's possible that the "bent wheel" is just build up of gunk on the inside of it. Kathy Black '94 525i with new shoes White '95 325i convertible, waiting for a sunny day > Kathy, go to bmwusa.com and tell them what happened. That is how we weed out > the unscrupulious service managers. [quoted text clipped - 57 lines] > > Black '94 525i > > White '95 325i convertible Well, it seem to happen quite often. But from now on, just request that they physically show you problems on YOUR car with the tech there with detailed explanations. Other than this, keep in mind that these BMW's have excellent designed suspensions which can be quite sensitive to minor changes, even tires, wheels, air pressure, etc. People just tend to leave things alone on their cars until something major happens, and that's just wrong. These are fine machines, and if you wish to keep them for many years, then have the repairs done and at the dealership where they have the proper tools. In the end, what you pay more at the dealership will be worth it in return for keeping your car in excellent shape, and that's real maintenance. In Germany, they have regular exhaustive mechanical checks on all cars over 3 years old (it's the law... be glad it is, as you can rest assured the BMW speeding by you on the Autobahn is doing so safely), and you can expect (amongs other models) that BMW's there are in quite excellent shape. I'm not understating the obviously wrong claims like the post below about the customer's oil filter housing, and whatever else. I'm just saying it's better to get things done at the dealership and not go through hassles. It's up to you how much maintenance you wish to have done on your car. Thanks for your input, but my cars (I have always driven sports cars) have always been well maintained, I suffer few if no breakdowns because of the level of maintenance I do and I resent it when a dishonest dealer tries to get over on me for repairs that are not necessary. Typical of the people who won't give women credit for knowing anything about cars or "guy" type stuff. I had been aware of the shimmy in the front end for quite awhile and have asked about it on this newsgroup. The general consensus was that it was the lower control arms. I found out, at least on my car, that it was not the case and I refuse to spend that kind of money to fix something that doesn't need fixing. My honest mechanic is a very experienced guy and has been working on BMW's for at least 20 years. He says they don't need replacing and that's good enough for me. He has all the equipment that the dealer does...he just doesn't rip people off to keep himself in business. Nor does he charge $95 per hour. Since my mechanic replaced the spark plugs, I have had no problems with preignition either! I believe him when he says that it appears that they were not replaced at Inspection II, 10,000 miles ago (which was done at this dealer)! No, I will not be going to a BMW dealer to have repairs done ever again, and I will be reporting this one to BMW. Kathy Black '94 525i White'95 325i convertible on the road again because the sun's out!! > Well, it seem to happen quite often. > [quoted text clipped - 22 lines] > through hassles. It's up to you how much maintenance you wish to have > done on your car. > No, I will not be going to a BMW dealer to have repairs done ever > again, and I will be reporting this one to BMW. I wish you luck. I recently had appalling work (and what amounted IMHO to dishonesty) from a UK main dealer, and wrote to both BMW UK and the dealer head office. Lukewarm response from both, leading me to assume they're so used to complaints they just near ignore them. Signature*If we weren't meant to eat animals, why are they made of meat? Dave Plowman dave.sound@argonet.co.uk London SW 12 RIP Acorn I would write a stern letter to the dealership shop manager, CC the owner and BMWUSA armed with ALL of the information you provided on this group. In the letter I would reserve your right to possible civil action and see how they respond. It is positively inexcuseable. Woman get taken advantage of in these situations more than men, but men are not immune. There are many in this profession who look at it as a license to steal. and like an earlier post said if you find an honest mechanic stick with him. > I am so angry I can hardly stand it. I recently took my '94 e34 in for an > oil change and didn't mention that anything else was wrong, just wanted an [quoted text clipped - 39 lines] > Black '94 525i > White '95 325i convertible > Woman get taken advantage of in these situations more than men, but men > are not immune. I doubt it makes much difference. The equivalent of the CA in the UK do a test of a variety of garages, both main dealers and independents each year, and the standard in the UK is poor, to say the least, regardless of the owner. Signature*If you can read this, thank a teecher Dave Plowman dave.sound@argonet.co.uk London SW 12 RIP Acorn > > Woman get taken advantage of in these situations more than men, but men > > are not immune. [quoted text clipped - 3 lines] > year, and the standard in the UK is poor, to say the least, regardless of > the owner. Dave, I've been having various problems on and off with my E39 since purchase in December. Final result this very morning, the dealer has offered to buy it back from me for the full sales price, minus the outstanding finance. It's not the result I was expecting, they've gone a lot further than I thought I'd ever be able to push them, so it's difficult to dislike them for any previous dealings when they come back with an offer like that. Don't know if they're genuinely showing customer care, or if they're just very wary of any possible backlash and the effect that may have on sales? Even if I buy another "5", it won't go their way for service. I fancy a 530d although my other half is trying to talk me into returning to jaguars........... and I've just bought the Bentley books which only cover the petrol models!! Bah! Badger. > Dave, I've been having various problems on and off with my E39 since > purchase in December. Final result this very morning, the dealer has > offered to buy it back from me for the full sales price, minus the > outstanding finance. I'd guess this is BMW talking, rather than the dealer. > It's not the result I was expecting, they've gone a lot further than I > thought I'd ever be able to push them, so it's difficult to dislike them > for any previous dealings when they come back with an offer like that. > Don't know if they're genuinely showing customer care, or if they're > just very wary of any possible backlash and the effect that may have on > sales? I'm very pleased with my 528, and it's been very reliable. Despite the dealer cocking things up at service time - or adding on unnecessary items, which is my main complaint. If they did everything they were supposed to, according to the check list, at service time it wouldn't be so bad - but they seem determined to skimp on that but add on anything they think they can get away with. > Even if I buy another "5", it won't go their way for service. I > fancy a 530d although my other half is trying to talk me into returning > to jaguars........... and I've just bought the Bentley books which only > cover the petrol models!! Bah! Ah. I'd be interested in buying the manual...;-) Signature*Honk if you love peace and quiet. Dave Plowman dave.sound@argonet.co.uk London SW 12 RIP Acorn > I fancy a 530d > although my other half is trying to talk me into returning to > jaguars........... There are worse places to be dragged, kicking and screaming ... =;^) -- C.R. Krieger (Been there; done that - '02 X-Type 3.0 Sport 5-speed) |
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