Tips on suing the dealer for malpractic. . .

[FatBoyM]

I picked up my car from the dealer yesterday. I had dropped it off on Thursday to take care of:
1) The Air Bag Light was on
2) replace the torn right rear door frame seal
3) Check brakes.




I have the following complaints:
1) For the Air Bag issue, they said they had to remove the passenger seat to get to the sensor. When I got the car back, . . the front cushion had new leather (and perhaps new interior) a) can anyone validate that replacing the front leather is necessary? (Jon Caldito?) b) the workmanship was terrible! The knee support that pops out was crooked, and the stitching in the leather is crooked. c) the leather is mismatched now (probably not much I can do about that one due to wear and tear)
2) in replacing the rear seal, they removed a plastic frame piece, but didn't put it back in place right. Not it rubs against the door when I drive.
3) A few months ago, they replaced my rear brakes. When I got it back, there was this slapping noise. I took it back, and apparently, they "forgot" to tighten something.
4) No one ever called me back to let me know how the car was doing . . . over three days, I had 3 different service reps. I just got a call suddenly that said "come get your car"


It scares me that these are just the things that I see. Who knows what else they forgot to tighten that I can't see!

So, I left the service manager a message yesterday, and will be calling back tomorrow. Any suggestions on what else I can do?

Thanks.
Jon

[BMWguy206]

Jon,

Since you have a M3 sedan, the passenger seat bottom leather section DOES have to be removed. Its peeled back and is also connected to long rods with hog rings. This type is a bitch to do for a first timer but takes me almost 90mins to replace the sensor. It is possible that the leather was damaged by the technician and it does happen. On the M3 coupe with sport seats, the leather does not have to be peeled back, just the cushion.

I can't say much on your #2 complaint since I can't visually see whats going on and the tech that worked on your brakes should be fired. You could've lost your rear brakes completely and got into an accident thus leading to a lawsuit.

There have been communication problems with techs and service advisers and I hear a lot of people complaining about not getting any updates on their vehicle.

Hopefully the service manager will set things straight. Just dont go out on a rage but just explain what happened and show him the errors that were made. Of course the work will be redone and I hope another tech does the work.

[North Florida]

FatBoy M,

No one likes poor service from a dealer and often we want to immediately file an action against the ones who really piss us off, as the one your refer to in your posting.

Sounds like your going about responding to the situation in the most appropiiate manner possible. That is, first finding out what was done (exactly) and then finding out what should have been done. Then, you are in a much better position to confront the service manager or dealership with the problem demanding an appropiate resonse to your demand.

I have always said, there are typically only two things we can do to dealers who suck and lie (politically correct translation: "provide poor professional service"). That is, one: stop spending our money at their business and patronize a different business, two: tell as many people as possible about our unpleasant experience at the particular dealership.

So, that being said, can you identify the dealership by name and address, even go so far as to identify the dealership representatives who provided such poor service ?

[SlickM3]

My 97 coupe developed a sick air bag light... about 2500 miles after factory warranty expired. Dealer said the CPO warranty would not normally cover the airbag system, but they agreed to fix it under warranty anyway, as "BMWNA is very particular about anything having to do with safety issues... such as an SRS".

Anyway, the problem was not with the passenger seat sensor. Rather, it was a problem with the sensor in the driver's seat belt latch. The driver's seat was removed, and the latch replaced. The airbag light does not stay on anymore.

[FatBoyM]

Slick M3:

Dealer said the CPO warranty would not normally cover the airbag system
Boy, maybe I should have read my contract closer. I thought the CPO had the same coverage. Glad I'm still at 34,500.


North Florida:
Before I divluge the name of the dealer, I'll have to say that I don't really hold the serivce consultants at fault. They're usually pretty good. It looks like the original service consultant had the weekend off, so that's why I got passed around. That being said, I'm worried about the service Techs. I talked with the service manager today, and he's going to be taking a look at my car personally tomorrow morning. He's pretty ticked off about my sitiuation.
The dealership is New Century BMW in Alahmbra, CA (You probably won't be there any time soon). They're good at following up on my problems, though they don't always do it right the first time.

Jon:
Thanks for the help. Apparently, he did damage the seats, and the service manager had to approve the replacement of the leather. They're factory leather, but just doesn't look good.

Thanks guys!

[TD///M3]

That really sux. I hope they take care of the problem.

I've gone to New Century BMW for Inspection I and I've also gone to Shelly BMW (where I bought the car) and Shelly does have better service and seems to pay more attention to detail.

[JT-KGY]

FatBoyM,

I've heard some bad reps about New Century... though my personal experience with them was alright... But b/c of where I work, I usually end up in beverly hills BMW...

There's two head technician over there (called shopforman??).. I spoke to one.. Claud who explained to me for more than 35mins about how alignment on our cars is properly done.. and another named Tom who supposedly won 4th place in some kind of national BMW tech contest.... Anyways, just some info..

[BMWguy206]

My uncle has a few friends that works at New Century (thats the one in Alhambra right?) and is recommending me to go there. My hometown is Glendale so its not too far from where I live and traffic isn't so bad.

I was also recommended to apply for Beverly Hills BMW, Century West BMW, and possibly Center BMW. Shelly BMW is too far from where I live.

I'll be job searches in August or Sept. this year.

[TD///M3]

Jon,

It will be great to have a technician in the area. Is it possible to request a certain tech when having your car serviced?

Let us know where you end up.

[JT-KGY]

Agree with TD///M3... it gives me a peace of mind to have my car service by someone I know... and I think you could request techs to do your service..

After I spent time speaking to Claud regarding alignment... knowing he is very knowledgeable on our cars.. I request my service to be done by him...
:)

and.. yes, it's the New Century in Alhambra...

[FatBoyM]

Hey guys,
Sorry, I've been tied up with life and away from the boards for awhile. Anyways, the story gets worse.

The service manager returned my call, listened to my problem and told me to bring it in and he'd fix it.

I bring the car in and he says he's got to send the car to an upholstery shop for the bad stitching - apparently it was factory leather (unh Hunh). so I scheduled an appointment.

As for the plastic peice, he said he'd take care of it right away. 15 minutes later, the car comes out and the service manager (BEN) assures me that its in there and it works well - he checked it out PERSONALLY. I take a look at it and its obviously not on there right. He tells me to bring it back when I get the seat done and they'll take care of it then because he's got to take the seat out.
At this point, I'm done with New Century BMW Service (yeah, the one in ALhambra) because if the service manager sucks, no wonder I've been having so many problems.

I bring it back to get the seat done, and they actually do a good job with it, but they still don't get the piece right. This time I've got to go in and get the whole piece replaced because the bracket is broken.

Sigh.

[FatBoyM]

Jon Caldito -
Have you thought about Pacific BMW in Glendale?

[BMWguy206]

Pacific BMW screwed me over and lost my basic warranty. Long story but I never want to deal or work for them I dont care how much I get paid.

[FatBoyM]

I took the car back to the dealership last week. The service rep told me it would take 15 minutes.
30 minutes later I see them pulling the car into the garage.
1 hour later, he tells me the car will be out in 15 minutes. another 30 minutes later, the car is out (finally fixed). I've wasted 1.5 hours waiting for them, the baby and wife are very cranky because she was 1hour overdue for feeding.
I have a little talk with the Service consultant and tell him I'm dissapointed, rehashed my experience with him. Asked him if I could get Inspection II for free. Answer: No. Asked him if I can get a free Z3 toy car for my baby girl - Answer: talk to my manager.
Asked him who I complain to because their system sucked - Answer BMW NNA. Told him I wasn't coming back, especially b/c a rival dealer would give me inspection II for free. Answer: Give me one more chance.
Not. My answer is I'm a new ACURA MDX, not an X5
The funny thing is, I haven't gotten any customer feedback calls since this all started. I wonder if they skew thier numbers this way!
Now I have no idea who to complain to.

[TD///M3]

Damn. I have an appointment to have my fuel sending units replaced and the rear shock mounts checks next week at New Century.... Maybe I should consider going to another dealer.

[jaramill]

Hey FatBoyM, what's up? Glad to see you back. Sorry to hear about your problems at the dealership. F 'em and go to one that will treat you like a king. Tell the service rep "there are no 2nd chances only 1-time opportunities".

Jon: TD///M3 it is possible to request a specific technician to work on your car. When I go to Beverly Hills BMW I ask for a specific tech.

Gio

[TD///M3]

Thanks jaramill for the advice. I don't know which techs are good at New Century so I'll just make the long drive to Shelly BMW in Buena Park. That's where I got the car and I know the sales manager there.

[FatBoyM]

Wow, I wish I could show TD's post to the service manager at New Century. Maybe they'd get a clue.

[TD///M3]

Originally posted by FatBoyM
Wow, I wish I could show TD's post to the service manager at New Century. Maybe they'd get a clue.

Better yet, since I already made an appt at New Century, I'll cancel and tell them I'm taking my business to another dealer because of a friend's bad experience. ;)

[FatBoyM]

Make sure that David Barone and the service Manager (I forgot his name) know that your friend's name is Jonathan Chen

[TD///M3]

Will do.