I was outraged today when I received a phone call from BMW South Motors (Miami, FL) today concerning their inability to properly service my vehicle. I was called by Alex Diez (Service Manager) and was told that they will no longer service my BMW Z4. I was told to take my vehicle elsewhere. Take note... I have been EXTREMELY patient, and never once raised my voice or argued with any member of the staff

Before my first visit to South Motors I was warned by TWO fellow BMW owners to stay away. Ironically, the only reason why I originally brought me vehicle there was because it’s conveniently located less than a mile from my house. Whereas the next closest BMW is about a 30 minutes drive away! Being that I have very little time on my hands, and warranty repairs are only carried out during the business week (not sure if this is standard amongst other BMW dealerships), it is convenient for me to simply stop by and drop my car off on the way to work. Little did I know, what I was about to get into…


Let’s take a moment to relive my horrific visits:

1st scheduled visit – Inspection 1 (Inspection not completed. Was told to reschedule for completion)

2nd scheduled visit – Inspection 1 complete

3rd scheduled visit – Malfunctioning center console release button (Was told a new center console was ordered)

4th scheduled visit – I wait for approximately 1 hour to find out that the incorrect part was ordered (beige instead of black)

5th scheduled visit – Part has not arrived (survey was filed for poor performance)

Interlude – this is where they call me and request me to only give them “high” responses on future surveys

6th scheduled visit – Console release button fixed... not replaced! (I was later told by receptionist that the reason the part was delayed was because it had been installed in another customer’s vehicle). Being a nice guy, I declined to do the survey because it would surely yield negative results

7th scheduled visit – Soft-top not latching when open. Vehicle was inspected briefly outside, and tinkered with. I was told it was fixed, and as I drove out the parking lot, this clearly wasn’t the case.

8th scheduled visit – Same problem. Hydraulic motor ordered

9th scheduled visit – Hydraulic motor installed. The following day, the roof would not open AT ALL! Loud wind noise in cabin noted at 30mph and anything above. Interior plastic panel where roof meets windshield misaligned. Rubber seals ordered.

…at this point I have already contacted BMW NA, filed a poor performance survey (this time with BMW NA) and am now given curtsey vehicles by the dealership for my inconvenience. I was first offered a MINI VAN :shock: . After declining, I finally received a 2006 Ford Explorer.

10th scheduled visit – Was told the new problems were “fixed”. Rubber seals installed, and micro-switch for roof repaired. The roof now opens. The interior panel is still misaligned, and the rubber seals look as though they were applied by a 5 year old with Elmer’s glue. The roof also now had a blemish (appeared to be glue)

…I am now obviously annoyed. I have photographed the poor workmanship before dropping off the vehicle. BMW NA contacted me and has requested that I fill another survey, and I did (again poor comments left)

11th scheduled visit – Rubber seals re-installed, windows adjusted, misaligned interior panel ordered/installed, and glue on roof “cleaned”. I was given a 3-series curtsey vehicle this time, and was without my car for 1 month.

At the current moment, the wind noise can now only be heard going 80 mph and above, the rubber seals and panel ARE correctly installed, and the glue on the roof in LESS apparent. Frankly, this will suffice.

To be honest I am a little disappointed with BMW NA and their lacking effort in dealing with this issue after I initially contacted them. I was told a Master Technician would be dispatched to South Motors, and it seems pretty apparent that it never got done. Oddly enough, after Alex Diez called me today, I told him I would speak with a rep at BMW NA about the issue, and he replied with “sure, and make sure to tell them that you spoke with Alex Diez”. This is BY FAR, the worst customer service issue I have EVER dealt with. And to think that because I leave poor feedback, you would decline service to me? BMW NA what going on? I love BMW, and the Z4 has been fantastic other than the two (which should have been minor) issues. I am slowly losing faith in the company. I intend on reporting South Motors BMW to the Better Business Bureau.

do it.. under no circumstances should a quality bmw dealership have acted in that mannor..

Do like the one guy with the ford escape?? light your car on fire and drive it through the front of the dealer.....

do it.. under no circumstances should a quality bmw dealership have acted in that mannor..

+1...you, as the customer have done nothing to warrant such behavior. Repairs should be done on time and as if they left the factory. You, as the customer, have a right to check the work of the dealership and comment as necessary, whether good or bad. If they do nothing, report them. Sounds like weak leadership there and if the boss doesn't care, the workers don't either.

That's pretty ridiculous about them asking you to grade them better on future surveys, even if they failed on their part. Best of luck to you, and hope you get this all straightened out soon.

:devillook Maybe they were too busy dealing with me!

Seriously, sounds like you are having a bad time. Too bad. BMWNA always seems to come through for me. I would suggest you go to another dealer service department. Have them look up the service history. Do not go into detal about your dealings with the other dealer of BMWNA yet. Simply ask the to correct or service your car. If they do it right, then start talking about the other problems. Maybe a good rep will help you out and recheck the other problems next time you are in for service.

Best of luck to ya.

I would not take that kind of customer service from a Hyundai dealer, let along a "premium" car maker like BMW. Unfortunatly the dealer in my area seems to be the same way.

I would do what was suggested, contact another dealer to service your car and do not initially tell them about your poor experience with the first one. If all goes well, have them look at the work the first dealer did and see what their opinion is

Ask to talk to the service manager. You can talk to the shop foreman about repair quality issues.

Do like the one guy with the ford escape?? light your car on fire and drive it through the front of the dealer.....
:lol :lol

I would go to the good dealer 30 miles away and file a complaint with BMWNA and BBB.

That's pathetic.


You know, if a customer of mine filed a complaint about my company, I'd tell him that I want to make sure ALL OF HIS FUTURE EXPERIENCES are enjoyable here and that his next survey will be a positive one, not, "Hey man, BMW doesn't like it when you do the survey thing. Think you can write a nice review about us?"


If I was in your position, I'd keep contacting BMW NA and everyone else you can to get this resolved. Maybe you need to speak with the higher-ups.


BMW of Greenwich in Greenwich, CT is excellent all around. Strongly recommended to avoid problems like this.

The one in Bowling Green, Ky is good also. I have spent numeous of times there trying to find parts and the parts people will offer to come to the car look at it for a while and order a couple of parts if the part you are looking for is a questionable part. If you want to get to the bottom with them see if you can have a meeting with them and just tell them what all is the problems is and ask them why they cant fix the problem the first visit. hell it would save you and them both some money. and make you happier.

I guess it's the problem of Z4 owners. I also had 3 visits with similar problems and poor performance of a dealer to solve it. Afterr MB owning I was surprised as BMW dealers pushy on positive feedback without real efforts to make it. Anyway, could you elaboreate what's

7th scheduled visit – Soft-top not latching when open. Vehicle was inspected briefly outside, and tinkered with. I was told it was fixed, and as I drove out the parking lot, this clearly wasn’t the case.?
Should it be latched in open position? I had feeling that it went deeper before. I could post a pic to judge.

:eek:

Wow man, sorry to hear that you've had to deal with those kind of problems this early on. I wouldn't get too mad at BMW, because there are plenty of good shops out there, you just happened to find one of those really crappy one's. The thing that sucks is that it usually takes more than one person to complain for something to actually happen. I'd just let it go, and find another shop for your Bimmer.

You know, if a customer of mine filed a complaint about my company, I'd tell him that I want to make sure ALL OF HIS FUTURE EXPERIENCES are enjoyable here and that his next survey will be a positive one, not, "Hey man, BMW doesn't like it when you do the survey thing. Think you can write a nice review about us?"

OP, you need to keep calling BMW NA. They will eventually call the dealership's higher-ups and tell them that they need to get their asses in gear. This will prompt a response, trust me.

BMW of Greenwich in Greenwich, CT is excellent all around. Strongly recommended to avoid problems like this.

I Dont think they have much of a choice over here :stickoutt

do it.. under no circumstances should a quality bmw dealership have acted in that mannor..

+1

post up an email for BMWNA and i will email them exactly what you posted and if enough peoplst email your problem they will listen..

What could BMW NA actually do to a dealership other that complain to the dealership owners?

They can put a lot of pressure on a dealer to be better.. and if enough complaints come in on a dealer, pull their francise license. I am sure they have a clause that allows them to do this if they bring bad publicity to BMW in general

Do like the one guy with the ford escape?? light your car on fire and drive it through the front of the dealer.....

Someone did that?! photos/link please :eyecrazy

I guess it's the problem of Z4 owners. I also had 3 visits with similar problems and poor performance of a dealer to solve it. Afterr MB owning I was surprised as BMW dealers pushy on positive feedback without real efforts to make it. Anyway, could you elaboreate what's

7th scheduled visit – Soft-top not latching when open. Vehicle was inspected briefly outside, and tinkered with. I was told it was fixed, and as I drove out the parking lot, this clearly wasn’t the case.?
Should it be latched in open position? I had feeling that it went deeper before. I could post a pic to judge.

When the roof goes back it should latch at the end of its travel. if yours goes back, but it does not latch, try pushing it down with your hand and you'll see what i'm referring to.

I love my dealer. They're so nice, they'd never pull that kinda crap.

BBB FTW.

After an experience like that I wouldn't see why not.