Bill Jabobs BMW -

Susan Review:

August 8, 2012

Review Score:

Problem Fixed
Greeting
Honesty
Time
Questions
Promises
Treated

Vehicle serviced for Repair
Accurate estimated wait time No
Would You Recommend this Dealership No
Vehicle year 2007
Vehicle make Lexus 328iC
Service Technician Dan/Ken and Brad

My Bill Jabobs BMW review

DO NOT go here. ON MONDAY – I drove my car to work and at lunch it was completely dead – nothing would power. Tow driver said battery had a full charge – towed it to BMW to be assigned technician “Dan”. Was not helpful in discussing – DAN had Enterprise pick me up as they had no cars available at BMW – sat there for 1/2 hour – got a loaner and back to work I went. ON WEDNESDAY – Received a call from Dan stating it was my battery and would be $570 to replace…another $160 for a light that was out and $260or something to replace a broken air vent…I questioned the battery being the issue and price. Dan did not want to discuss – fact is fact – I called another local service that specializes in import cars who agreed this was odd so I went back to BMW Wed at lunch – paid $170 for a diagnostic test and “drove” my car to the other service company…miraculously the bad battery did not have to be jumped and car was working…upon taking it to the other service, Performance Works, he called me that same day (Wed) telling me it was not my battery and that it had a full charge…but after leaving it sit, my car was totally dead again. I stated BMW insisted that was the problem so he tried a new battery and car was still dead. WED AFTERNOON (same day Perf Works received the car – (BMW had it 3 days before they called me with any news) – Perf Works called me to state that there was a Tech Service bulletin on this problem and that it is a cable that runs from the battery to the fuse box that goes bad and is covered under my warranty…Thursday morning I went back to Perf Works to pick up my car, he was nice enough to print out the service bulletin and show me the cable in the car where he removed the panel and by shaking the cable, the car would go dead so I could show the tech at BMW…I called and left messages 3 times Thursday morning for the BMW service manager to call me of which he never did…I called and complained and got Ken who oversees the Service maintenance team who assured me it would be taken care of – Thursday noon I took the car back to BMW and showed my new service tech BRAD the tech bulletin info and the cable…Brad called me back that that afternoon to state it was the battery but would run a couple extra tests and that the other place I took it to didnt know what they were doing as they were not trained on BMW and didnt know what talking about…FRIDAY morning Brad of BMW called to again say yes, it was the battery and they would replace it and now the cost was only $260…quite a difference from the original quote even minus the $170..Brad said he would check again and call me…now he calls and says he misquoted me as he forgot the “programming charge” for the battery which was an addtl $150 or something – I already paid $170 for the diagnostic test…So upset,with all of this and still no car, I said I’ll give you $300 put in a battery and a lightbulb and I will get my car and we are done…Brad agreed and said it would be ready Friday evening or Sat am as they may want to keep it overnight just to be sure…Friday afternoon, Ken called to again tell me it was a battery issue and I could get it Sat morning…4PM on SATURDAY – a service tech called to ask how my loaner was as it may take “A FEW DAYS” for the parts to come in…PARTS?????…for a battery???….well maam my notes say it has a faulty cable that runs from battery to fuse box and parts have to come and than quite a bit of labor to replace but all under your warranty…I WAS LIVID!!!…Monday, Brad calls me all nice and wants to make sure all is good…NO BRAD…its not and heres why…he states he was informed someone told me the new problem and would find out and get back to me…Today is WEDNESDAY…1.5 weeks and no car AND BRAD called me today to tell me my car is now ready!!! The cable is replaced…so, I ask Brad about the $170 I paid for the diagnostic test which I should not have as this was a Warranty problem…Brad states but oh…we waived the cost of the bulb and the new battery…WHAT…2 people already told me it was NOT the battery, that it had a full charge…they replaced this thinking that would solve things as it was not working because it was not getting power from the cable…Brad said he would call me back…It has now been 2 hours….This is what they call “service” from BMW Naperville…My next conversation will be with the General Manager…and my next car will not come from this dealership…nor a BMW as this was my first and never have I had service like this…time to go back to Lexus!

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Susan Review:
August 8, 2012

Review Score:
Problem Fixed
Greeting
Honesty
Time
Questions
Promises
Treated
1.4 star rating
- Vehicle serviced for Repair
- Accurate estimated wait time No
- Would You Recommend this Dealership No
- Vehicle year 2007
- Vehicle make Lexus 328iC
- Service Technician Dan/Ken and Brad
My Bill Jabobs BMW review

DO NOT go here. ON MONDAY – I drove my car to work and at lunch it was completely dead – nothing would power. Tow driver said battery had a full charge – towed it to BMW to be assigned technician “Dan”. Was not helpful in discussing – DAN had Enterprise pick me up as they had no cars available at BMW – sat there for 1/2 hour – got a loaner and back to work I went. ON WEDNESDAY – Received a call from Dan stating it was my battery and would be $570 to replace…another $160 for a light that was out and $260or something to replace a broken air vent…I questioned the battery being the issue and price. Dan did not want to discuss – fact is fact – I called another local service that specializes in import cars who agreed this was odd so I went back to BMW Wed at lunch – paid $170 for a diagnostic test and “drove” my car to the other service company…miraculously the bad battery did not have to be jumped and car was working…upon taking it to the other service, Performance Works, he called me that same day (Wed) telling me it was not my battery and that it had a full charge…but after leaving it sit, my car was totally dead again. I stated BMW insisted that was the problem so he tried a new battery and car was still dead. WED AFTERNOON (same day Perf Works received the car – (BMW had it 3 days before they called me with any news) – Perf Works called me to state that there was a Tech Service bulletin on this problem and that it is a cable that runs from the battery to the fuse box that goes bad and is covered under my warranty…Thursday morning I went back to Perf Works to pick up my car, he was nice enough to print out the service bulletin and show me the cable in the car where he removed the panel and by shaking the cable, the car would go dead so I could show the tech at BMW…I called and left messages 3 times Thursday morning for the BMW service manager to call me of which he never did…I called and complained and got Ken who oversees the Service maintenance team who assured me it would be taken care of – Thursday noon I took the car back to BMW and showed my new service tech BRAD the tech bulletin info and the cable…Brad called me back that that afternoon to state it was the battery but would run a couple extra tests and that the other place I took it to didnt know what they were doing as they were not trained on BMW and didnt know what talking about…FRIDAY morning Brad of BMW called to again say yes, it was the battery and they would replace it and now the cost was only $260…quite a difference from the original quote even minus the $170..Brad said he would check again and call me…now he calls and says he misquoted me as he forgot the “programming charge” for the battery which was an addtl $150 or something – I already paid $170 for the diagnostic test…So upset,with all of this and still no car, I said I’ll give you $300 put in a battery and a lightbulb and I will get my car and we are done…Brad agreed and said it would be ready Friday evening or Sat am as they may want to keep it overnight just to be sure…Friday afternoon, Ken called to again tell me it was a battery issue and I could get it Sat morning…4PM on SATURDAY – a service tech called to ask how my loaner was as it may take “A FEW DAYS” for the parts to come in…PARTS?????…for a battery???….well maam my notes say it has a faulty cable that runs from battery to fuse box and parts have to come and than quite a bit of labor to replace but all under your warranty…I WAS LIVID!!!…Monday, Brad calls me all nice and wants to make sure all is good…NO BRAD…its not and heres why…he states he was informed someone told me the new problem and would find out and get back to me…Today is WEDNESDAY…1.5 weeks and no car AND BRAD called me today to tell me my car is now ready!!! The cable is replaced…so, I ask Brad about the $170 I paid for the diagnostic test which I should not have as this was a Warranty problem…Brad states but oh…we waived the cost of the bulb and the new battery…WHAT…2 people already told me it was NOT the battery, that it had a full charge…they replaced this thinking that would solve things as it was not working because it was not getting power from the cable…Brad said he would call me back…It has now been 2 hours….This is what they call “service” from BMW Naperville…My next conversation will be with the General Manager…and my next car will not come from this dealership…nor a BMW as this was my first and never have I had service like this…time to go back to Lexus!

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