Bmw recall fiasco

Aylesbury_Duck

Ambs08 wrote: »

The service I’ve had from BMW has been absolutely appalling.
They’ve had my vehicle over 5 weeks and have not once given me any update. I have had to call up myself each week. Still no sign of it being ready anytime soon. In the meantime I have an Enterprise hire car provided by BMW.
It is a Ford Fiesta which is no comparison to my BMW but I am just thankful I have a vehicle to drive however, I am still expected to pay my monthly payments for a BMW when I’m driving round in a Ford Fiesta? And they haven’t even offered to refund the payments.

Not only this, this week I’ve also encountered a crack to the windscreen from a stone, which means I’m now liable for the £250 excess for a new window due to the damage. I understand this is policy however if you’ve taken my vehicle on recall I shouldn’t be out of pocket.
I’d be most happy to pay the charge if it was like for like with my own car. A new front window last year on my BMW cost me £99, so I’d be happy to pay the same as these things can happen.
However they shouldn’t expect their customers to be out of pocket when your car has been taken away for circumstances beyond our control.

I’ve called BMW many times this week and every member of staff has told me to ring Enterprise as BMW have nothing to do with it and they won’t pay the excess for me. I range Enterprise and they said it’s nothing to do with them, it’s between me and BMW as BMW hold the agreement with Enterprise for the hire car.

I just can’t believe how bad the service has been, the first thing they should do is refund people if your paying monthly for your vehicle when you don’t have it in your possession.
Let alone ensure we aren’t out of pocket for any issues when this recall problem is completely BMW responsibility.

I’ve sent a formal complaint also stating I will be taking legal action and I have still been told it won’t be escalated and they won’t do anything that’s the end of it.

For paying, valued BMW customers this is just absolutely awful. I can’t believe how rude and careless they have been. Makes me want to say keep the car once it fixed and I’ll go to Audi and get a new one!

Vote with your wallet and don't buy a BMW again. I'm not sure what legal action you can take beyond claiming for your evidenced out of pocket expenses and even then I'm not sure how you'd win because you agreed to the excess terms when taking the hire car.

It's a bit of a mess but as I say, all you can really do is hit them where it hurts.

Manxman_in_exile

twhitehousescat wrote: »

In seem to recall there is a problem with enterprize hire via BMW , its basic 3rd party , the fire and theft / comprehensive is on your insurance BUT does it cover hired cars ,,, NO

No - AIUI it's worse that that. According to the other BMW recall thread Enterprise don't give you third party cover.


When we had to hire from Enterprise five years ago, they would not provide third party cover if it was "available" to you elsewhere, but the small print in their T&Cs did say they would indemnify you from their fleet insurance in the event of a third party claim, and third party cover was not "available" to you.


I'm not sure if their T&Cs are still the same, but the advice would be to always double-check insurance cover when hiring a car.