Disgusting service by BMW

CuriousUser

Good evening,

So after I received a letter from BMW to book the car for a recall, I arranged it to be done today. I also booked the winter check, air condition check, warranty check (all free of charge). I dropped my BMW 2016 M Sport version and I was given a MINI Cooper Countryman (I pre-booked a loan car beforehand). The Countryman was manual and had a child seat (not an issue), but it was filthy, food leftovers all over the steering wheel and mud inside the car, literally mud that you could collect in your hand. Anyhow, I was in a rush to work so didn't mind that much.

When I dropped off my car I was told to be back between 4pm - 5pm to collect it and to make sure that the loan car has the same fuel level in it. All done, turned up at 4:20pm to be told that it will take a few more minutes. 30 minutes later I ask how long and I was told that it will be ready soon. An hour later the gentleman who was dealing with me said that he prepared the invoice (everything was to be checked on the booking and he didn't call me at any point to tell me about any cost). He had an invoice of £15 for the loan car (I agreed to pay the insurance) and on the same invoice it was £74.00 (labour) + £8.00 Air cond gas. I paid the amount. Now he said that the car is ready soon. Again, I ask how long just to be told "few more minutes". After 1h:40m since I arrived I stood up and say that I need a taxi because I am leaving, I can't sit there for 2 hours and be told a few more minutes. At this point this guy goes to the service area, drives the car at the entrance and says that it's ready.

Now, usually with them, I was getting a report of the warranty check, a report of the winter check, a report of the fault (the recall) being repaired. The only bill I got was the air cond gas with my car registered as having 48.000 miles when in fact it has 30.000

I am fuming and I feel disgusted by them. Is there the email of someone higher up I can complain to or an official complaint to be raised somewhere?

Regards,

sheramber

What complaints process dies the garage have? Nothing in the waiting are on how to complain?

Aylesbury_Duck

Irritating? Yes. Disgusting? Not really.

Jot an email to the dealer's manager, constructively (remove the fake outrage) point out the poor service you had and I suspect they might offer you money off a future service or something like that.

CuriousUser

Aylesbury_Duck wrote: »

Irritating? Yes. Disgusting? Not really.

Jot an email to the dealer's manager, constructively (remove the fake outrage) point out the poor service you had and I suspect they might offer you money off a future service or something like that.

You should have seen how that loan car looked like with greasy steering wheel and leftovers from chips and mud on the carpets.

Aylesbury_Duck

CuriousUser wrote: »

You should have seen how that loan car looked like with greasy steering wheel and leftovers from chips and mud on the carpets.

I'm sure I'd find that disgusting too, but that's not quite how you used the word, is it. You said you were "fuming and disgusted by them" which is not quite the same. After all, you even said about the state of the courtesy car:

CuriousUser wrote:

I was in a rush to work so didn't mind that much.

As I said above, if you want something to be done about it, keep your complaint factual, polite and concise. Filling it with overblown emotion is probably less likely to get you very far.

CuriousUser

Aylesbury_Duck wrote: »

I'm sure I'd find that disgusting too, but that's not quite how you used the word, is it. You said you were "fuming and disgusted by them" which is not quite the same. After all, you even said about the state of the courtesy car:



As I said above, if you want something to be done about it, keep your complaint factual, polite and concise. Filling it with overblown emotion is probably less likely to get you very far.

I found a customer service email address so I complained there. Put in order everything that went wrong in a very polite way and also apraised their previous service from before which was great on a few occasions but not this time.

Arklight

So basically your car was a couple of hours later than you expected?

Aylesbury_Duck

Arklight wrote: »

So basically your car was a couple of hours later than you expected?

And chips and mud.

worried_jim

Aircon is nice and cold though.

lewishardwick

They could have been a technician short, and to try and not disappoint customers, tried to still keep everything booked in. Who knows!

Take a deep breath, complain to the dealer, then take it from there.

AdrianC

<shrug> Use a different dealer next time.

Or, given that it's just about out of warranty, don't use a main dealer at all. Use an indie.

("M Sport version"? You realise that's just a badge and some cosmetics, right? 120d?)