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Worst experience with any dealership in so many years. We took our X5 to them for both outside mirrors not working anymore. It was under extended warranty. The service advisor told my wife that the warranty for this expired and they took $190 to find out what is happening without checking with extended warranty. They told my wife that we need to replace both motor assemblies for $2290.10 (special order). They also checked other problems and found out that control arm bushing was leaking and needing replacement for $963.68. The service advisor, Brian Phillips, also told my wife that $190 diagnosis fee will be counted towards the fix. I went back to get clarification. The service advisor, danced around the mirror diagnostics and insisted that both mirror assemblies and told me that they need to replaced based their experience. This suggests me that they did not even found the problem but took our money without doing any work and went the route of creating a big repair bill. Based on my request, he called the extended warranty company and learned that is covered under the extended warranty. The service advisor also told me that they would give rental/loaner during the repair. I departed with agreement on scheduling an appointment. After that I tried to reach the service advisor 4 times to make sure that “special order” part in stock and also had to talk to the supervisor twice about service advisor not returning my calls. After 5 days, I took the car for service.
When the warranty got involved, they conveniently found out that only one of the mirrors is broken and the other one is just confused due to the broken one, and stated in the receipt that they cannot replace the second mirror under warranty since it is working. I bet that they would not have told us that if the work was not done under warranty. The bill to extended warranty dropped to $857.05. Replacing front control arm bushing also got done but again for less price of $506.10 since warranty got involved. I asked for $190 diagnosis fee to be credited as promised. Then, the new service advisor, Patrick Minnehan, said they will not credit it and started to imply that I lied to him about what the previous service advisor told me. I asked the specifics and he told me that he has nothing to tell me and he would not give my car back without paying the balance of deductable. I asked him to call the first service advisor but he did not try and said that they would keep the car until this is resolved unless I pay. Getting really tired of this, I paid the warranty deductable and got my car back.
When I was returning the loaner car, they did not give me any paperwork. I told them that I do not want to return the $20-30K 3 series loaner car without paperwork after we went through. After some insistence, they signed on the vehicle use agreement sheet that the loaner car got returned. But, still no “clean” release. I had to tell them that I cannot return the loaner car without them acknowledging that there is no damage to the car. After haggling for another 5-10 minutes, they wrote on the agreement that there is no damage on the returned loaner car.
So, overall a terrible experience. My next step is to complain to the dealership owner, North America BMW, and Better Business Bureau. Obviously, I will get the $190 back for the work that they did not really do and promise that they did not keep.
Based on this bad experience, I called San Francisco BMW and checked on prices that StevensCreek BMW quoted to us. 2-mirror work was quoted by San Francisco dealer to be $931 instead of $2290.10 and control arm bushing was $324 instead of $963.68. Would you have thought that an authorized dealer in the same geographical area would mark dealer service prices by 2X or 3X?
Of course, today’s experience reminded me earlier things that I previously just attributed to sales people. We special ordered this X5 several years ago and they messed up the order and got it wrong. Their immediate response was to say that we got what we ordered. They showed us a paperwork with their internal order numbers showing that they were right and that we were wrong. I told them that that is not the paperwork I signed and asked to get the paperwork for what I ordered. It turned out that the paper I signed had correct verbal description of the option but they got their internal code written wrong. So, they had to reorder the car and we had to wait another couple of months or so to get our car.
In summary, it seems that there systematic problems in this dealership and their attitude towards the customer is very lousy and gets intimidating when their people mess things up.
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Stevens Creek Bmw
Something systematically wrong here
