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User: jtoca76 
Date: 08/07/2010 20:17
Comment: I took my brand new car to get serviced in the morning thinking that my car would be in the best hands; however to my surprise when I picked up my car I notice several damages. There was a large dent measuring up to a quarter near the grill and the tow cap was missing, plus there were scratches on both rear rims. After I noticed all the damages I immediately contacted the service manager to which I expected to resolve the problems but instead made me bring in my car informed me that the matter was going to be investigated and never contacted me or returned my phones. I never image that such a presitges company would have such horrible customer service.
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User: masinari
Date: 09/22/2008 03:35
 Flagged Comment:
I am a loyal BMW owner. I currently own a M3, and a M5. I also own other luxury cars, including a Ferrari Maranello, a Ferrari F40 and a 997 GT3RS. I also had cars including Jaguar, Range Rover and Lexus, and therefore well experienced with the service standards of both other BMW dealers as well as those of other competitive companies. Having serviced my cars in London, Italy, Germany and in Asia, I can also compare the quality of service not only in the USA but also on an international basis.
You should know that BMW of Manhattan is the worst dealer service ever experienced in my life. Importantly, what happened and described below occurred at a premier location, not at a small BMW repair in Africa. Not even a mom and pop repair shop would do so much damage to my car.
Despite BMW of Manhattan�s modern looks, and the clean professional appearance of the service reception area, mechanics/drivers are, at best, third rate mechanics like those one finds at a dirty taxi station repair shop in Brooklyn.
This is a disgrace and unacceptable, especially because my understanding is that BMW of Manhattan is owed or affiliated with BMW USA.
I also work in marketing and advertising for the automotive industry, and I know the overall quality standards of the industry.
Let me now go through the specifics:
1. The first time I brought in my shiny black M5 in for service, they called me to let me know that the car was ready. The message was �job completed, ready to go� but when I went to pick up the car, to my horror, they deeply and really badly scraped my M5�s front alloy on a curb in your garage. It was so bad the entire rim had to be replaced!
The service manager did not check the car prior to delivery to see if in fact it was fine as when it was dropped in. I noticed the wheel damage when I picked up the M5. After getting upset and having crossed-checked with the �car in� records, the manager agreed it was not there before, and It had to be replaced. The car had to stay there until the new wheel arrived. I wasted hours of my business work time to go back and forth to pick up the car and had to cancel meetings to accommodate all of this.
2. I considered this event a random occurrence, time went by, my car was stored at the Collector Car�s Garage, but at the next need for service about 4 weeks ago I took my car back in for some minor work and to have it detailed. I went for complete body detailing for $300, to shine the body of the M5. I received the usual friendly call from the service advisor, I went to the dealer, but again, to my disbelief, when the car was brought down for pick up the car was very shiny, but now with a dent on the right passenger door!
So now a concerning patterns developed. I was upset, and started realizing BMW professionalism was consistently poor.
Again, nobody at BMW checked the M5 for job completion and proper accurate details of the condition of the car prior to delivering it back to the customer.
So, now in annoying repeat of the situation, I had to leave the car again there to repair the damage they did to the door, losing additional time, spending money to travel back and forth to the dealership, and the usual annoyances of changing work/weekend schedule and, in this case, lack of use of my car for weekend plans.
The irony is that they dented my M5 when I left it there to have it shined!
So I was waiting to pick up the car for the last time, right?.....Well not really�.
3. Yesterday, Saturday September 20, as the ultimate irony and demonstration of non existent mechanics, service control and non qualification (and in an further show of embarrassing lack of quality for BMW Manhattan prime dealership), when they called to let me know that the door dent they did on my car was repaired and ready at their cost, I went to pick it up and at this time to my real anger, we found a huge dent 12 inches wide, on the lower half of rear door on the left side and a long white scrape on the rear fender. In addition, there was grease and oil all over the left side, who knows from what source. This is on an M5 ready for delivery. Total and complete negligence is now sadly and deeply apparent for a BMW Official reviewing this case.
4. Despite the embarrassing damage and situation, the service supervisor was not able to provide a loaner car nor ensure an alternative e.g. car rental. The car service is opened on Saturday but no car was available to drive for the weekend, given that mine had to stay again in the shop due to BMW �s fault.
At this point I am truly appalled. BMW of Manhattan are so mindless and careless, they delivered the car with a huge dent which they did to my car and did not fix, did not report it internally, and mindlessly delivered the car as �ready to go� to the customer. This is truly unbelievable.
5. This car is one of the prime examples of BMW technology and beauty. In 24,000,miles, BMW of Manhattan has been responsible for the worst series of damages occurred to my car. Ever. None of my driving around the country has done anything to the car. BMW takes care of damaging its own customers� cars!
6. This systematic and complete lack of basic professionalism conveys the worst image for BMW.
Clearly, BMW USA and BMW of Manhattan need to seriously address. Three damages over three times of service are more than a freak coincidence. They indicate a systematic problem in four major areas:
Unqualified drivers and mechanics
Non- existing internal reporting of damages
Non-existing service reports/pre-delivery checks by service managers vis-à-vis customer
Consistently damage customers property and have zero customer responsibility
The BMW Repair Center should be called BMW Damage Center (and now at this point BMW Despair Center).
I am now waiting to see the M5 repaired (I hope they don�t have to repaint the door, cause it will decrease the value of the M5 and if that is the case at that point we will have to have a separate discussion).
In my eyes now BMW has the worst service record versus Porsche, Jaguar, Ferrari, Lexus, and Range Rover. (Frankly I think it is not acceptable to have these damages and bad service from any lower priced brands like Kia, Hyundai, Chevrolet nor from a dirty mom and pop repair shop either).
Stay away at all cost and share this information with fellow BMW owners.
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