I leased my BMW x4 back in April this year, and it had a problem (already) at the bracket of the car. I brought my car at their service center last Friday and they got me a loaner car - which was a BMW 328i. They had me signed a yellow paper saying that the loaner car was delivered to me in perfect condition. I am not a Professional on cars, I thought everything on the car was perfect.
After a week, they told me to come back and pick up my x4. So I went back today, 7/29/2016, and also drove my loaner car back. The staff had me pulled up the car and registered at the front desk. They had me waited at the lobby for about 30 minutes.
After 30 minutes, Shana C., a loaner car advisor, walked me to the loaner car that I had and told me that, the car was damaged. She showed me a 1cm dent on the front bumper of their loaner car (please check the image that I posted as the comments of this review) and told me that I am responsible for this damage. She even prepared this bill of $651.75 and told me that, if I am not paying this bill, I would not be able to get my car back.
I asked to see my service advisor, George Fan, but he is on vacation. I asked if we can deal with it until he returns. They said no. Then I requested to see their manager, John Z. was the one who spoke to me. Again, he told us the same story that, I was the one who damaged the car and I had to pay this $651.75 fee for them to fix the front bumper.
I asked Shana, if there were any photos taken when the loaner car was delivered. She said no. I have a friend who uses a BMW Service Center in Long Island, and he told me that his dealership would definitely taking photos of all of the loaner cars that he got.
To me, I feel like BMW of Bayside Service Department has robbed my money.
Here are the reasons of why I feel like I was being robbed:
(1) I am not professional and so knowledgeable on cars, as a regular customer. No one will check as a professional person when the loaner car was delivered.
I don't think anyone will check every single spot such as the base of the car, trunk, carpet, side door, windows, etc.
I think BMW has their responsibility to take photos of their loaner's vehicle before delivering them.
(2) George, my advisor was on vacation. I asked Shana and John if we can pay or deal with it after George is back from vacation. They told me they won't be releasing MY vehicle until I pay the damage fee.
(3) I asked the loaner vehicle back to fix, but they didn't let me take it back.
They told me if I don't sign and pay, I wouldn't be getting MY OWN car back.
I did not want to sign the paper at that time. I felt like they were forcing me to sign. If not, they won't be releasing MY VEHICLE.
My BMW x4 belongs to me and my husband. We are paying our bill on time every single month. At that time, if I didn't sign, they can take any legal action against us, but they have no right to hold MY CAR.
(4) This is not my first time leasing a car. Every single time when I returned the car, the staff will always check the car with me in PRESENCE before they do anything.
However, today, I waited 30 minutes for car wash and check up without me in presence. Then, Shana told me that the car was damaged. What had happened during that 30 minutes? Nobody knows.
At this moment, I do not want to argue on who should be responsible on the dent. I just felt like there is no proof that they can show me that I am the one who damaged the car, and it's very unfair to a customer.
I am very unhappy with BMW's service. I will not buy or lease any BMW cars after my lease is finished. I used to drive Mercedes Benz and Lexus and I never had this problem.
I Recommend This Dealer:
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