I own a 2007 328 XI BMW. I purchased my vehicle brand new from Open Road BMW of Edison, NJ. I've been having problems with the customer service as well as the services rendered on my vehicle. About 4 months ago (March 2013), I was experiencing problems with my vehicle (wouldn't start, no electrical power, etc). I called into BMW of Edison, and was told to have my vehicle towed in. Within an hour or so, my vehicle started and I was able to drive my car home and park it. After having it sit without idling, I attempted to try and start my car, but no results, no power, and had to manually use the key to open the door. I began looking online and type in the problems/symptoms that my car was having, and came across a forum that had a link (www.reuters.com), and found that there was a RECALL on my vehicle...dated Feb 2013. I never received this notice in the mail. A day later, I was able to start my vehicle, and brought it into Open Road BMW for service. I spoke to the service advisor who asked me what problems I was experiencing. I explained everything to him, yet he failed to mention anything about a recall to me until I reached for my phone, clicked on the link, and showed him what I had found online. (BMW is over a MULTI_MILLION DOLLAR FRANCHISE/COMPANY/ESTABLISHMENT. You work for BMW and are supposed to be aware of any recalls, newest models...just being KNOWLEDGEABLE of the product, manufacturer, and in this case, "VEHICLES" that are being sold and serviced) Then, he mentioned, "oh yeah, that recall!!" I felt like he was trying to get over on me, and had I NOT done the research, was knowledgeable, nor mentioned this recall to him, I would've been responsible for the costs of service.
A couple hours later, I received a call from the service advisor, informing me of the diagnosis of my vehicle, which in turn, turned out to be the recall (electrical problem). At this time, he also informed me that I needed a battery...that my battery would not "hold a charge!" I disputed with the service advisor, but he assured me that I needed a new battery and the charge would be $349.00. I informed the advisor to go ahead with the service.When my vehicle was complete, the service advisor called to say so. My father and I came to pick up my vehicle. I asked for the battery that "was NOT HOLDING A CHARGE," from out of my vehicle, and was informed that I could NOT have it. Randy Smith (who no longer works there), informed the service advisor that I could have my battery. I was determined to take my "old, non-holding a charge battery," to a place that would be honest, and NOT give me false information; a place where they are HONEST, show/have PRIDE, have INTEGRITY, not a place that takes ADVANTAGE of its customers (the reason BMW exists). After being told by Randy that I could have my battery, it went from, the technicians work station has several batteries there, and we don't know which battery belongs to your car. Supposedly, they reached out to the technician by calling, paging, or texting him/her. I waited 15-20 minutes for someone to inform me of what was going on, yetno one did. So, I took it upon myself to find out, and no results. So, I asked the service advisor that was present if the technician called back, and he said no. Then, within that time frame, my battery was now in the back where the recycled batteries are kept for a charge-back. I still inquired about my battery days later, and I was told that I didn't have a BMW battery. However, I've never had my battery replaced. Something sounds weird here. I definitely feel that I should be REIMBURSED of my $349.00 due to the lack of communication, customer service, dishonest workers, etc.
Recently...the last week or two of May 2013, I brought my car in for service. I had an oil change done at Jiffy Lube in Virginia (couldn't get in a BMW out of state because of appointments), and they messed it up(oil cap wasn't screwed on properly), and the rest speaks for itself. To make a long story short, oil was pumping all over the engine, wires, hood, smoking, flames were seen, etc). I had taken pictures of the oil that spewed all over my car (under the hood). The Corporate office took car of the bill and sent your dealership (Open Road BMW) a check for $753.00, without any questions, concerns, arguments, disputes, etc. They willingly and responsibly took accountability on their part for their actions, errors, mistakes, and most of all customer satisfaction.
When my car was complete of service at Open Road BMW, I received a phone call from Jim Crowe. He informed me that my vehicle was ready for pickup. Therefore, I came to pick up my vehicle, ONLY to find out once I got into my vehicle, that my windshield had been cracked on the passenger side!!! And, I'm not talking a small crack. I was NEVER given an informative or even a courtesy phone call informing me of the problem/situation, which to me shows HORRIBLE SERVICE!!! I was furious, and felt disrespected. A lot of emotions were running through me. I immediately approached the service advisor at the time, Jim Crowe, who's now the supervisor/ manager of the service department. I informed Jim that there was a BIG problem; that someone had broken my windshield while servicing my vehicle, and wasn't truthful enough, man/woman enough, or responsible enough to document, report, etc this situation. Jim came outside, examined my vehicle, checked paperwork to see if a cracked windshield was noted/documented anywhere. NOTHING was found. I was informed by Jim that this matter would be taken care of!!! For the record, when I receive a loaner vehicle when my car comes in for service, I treat the loaner vehicle as thought it was my car. And, when my car is in for service, I expect my car to be treated, and taken care of as such!!! I know BMW has some type of CODE OF CONDUCT, PLEDGE, etc. I had 10 DEADLY ERRORS IN THE POLICE ACADEMY!!!
After leaving my car at Open Road BMW for service on my windshield, I received another call that my car was completed and ready for pickup. En route to Open Road BMW, my stomach was in knots, started experiencing a headache, and was very uneasy, due to what I've experienced in the last few months. I didn't know what to expect. So, I get my vehicle, inspecting around the vehicle for any damages. Once I got home, I noticed that my new windshield was not the same as my REAR and SIDE Windows (Pilkington w/ BMW logo). I then start looking online and start reading things. I immediately called Jim and left a message for him. I realized that I was given an AFTERMARKET WINDSHIELD..."Pilkington Solar." I took the initiative and called BMW of North America and informed the representative of the situation; I gave a rundown of everything. They informed me to "work" with Open Road on the windshield matter. If nothing is done, then call back, which I did and have done.
After receiving a callback from Jim, I informed him that my wipers weren't working properly on this new windshield. When I used the automatic option for my wipers (it was raining cats and dogs), it was not reacting correctly.It was not compatible with the "new (aftermarket windshield)." Apparently, the reason my wipers were not working properly, was because the sensors were never replaced. However, I expressed to Jim that I've never had any problems with my previous windshield (my OEM PILKINGTION w/BMW LOGO), and that I wanted my BMW windshield back. He told me to bring in my car and that he would talk to Randy Smith about this matter. I did bring my car in as Jim instructed me to.I stressed to Jim that all I wanted was for my windshield to be replaced with my BMW windshield, that BMW service technicians cracked/broke. Three days later, I was called to pick up my vehicle before I went into work. I arrived at BMW, and spoke to the receptionist. She gave me a paper to sign. However, I waited to sign my paperwork, until after examining my car. After inspecting my car, I noticed the SAME windshield on my vehicle (aftermarket). Instead, sensors were replaced. Since then, my side mirror (driver side) has been moving/adjusting on its own, and it hasn't done that before. My screen in the dashboard has gone blank twice (as if the car was turned off), and the bluetooth screen/notification was on while I was on the phone, but the bluetooth was turned off. I have NO IDEA whats going on. However, what I do know is, that after those sensors were replaced, these problems started.
Now, to make a long story short, I ended up speaking with both Jim Crowe and Randy Smith. I tried to get my point across to them. I informed Randy that would be contacting BMW of North American, and he said for me to contact them and see what they can do (as if he knew that nothing would be done). I contacted Lauren (supervisor), and she informed me that she had spoken to Randy. She said that there was nothing that could be done because I was given a "BMW APPROVED WINDSHIELD." I asked Lauren to speak to someone higher than her position, and I was told that there was no one higher that I could speak with; that she was the Supervisor of the department, and this would be as far as it would go. She stated that she would put in a complaint, and I informed her that it should have been a complaint in the their system (BMW of NA), being that I contacted them before and this was my second or third time.
After being stressed out and overwhelmed, being pushed around and getting the run around, and being taken advantage of, I contacted an associate/friend of mine of a BMW dealership (service and parts department),and was given the breakdown of how everything works/operates. I then called Randy and left a message for him to contact me, leaving my name and cell #. Two weeks had gone by, and still no response to my message. I allowed another week to pass by, and I called the same direct # that I had for Randy, and it was Jim Crowe's voice. Jim called me back within 15-20 minutes, and listened to what I had to say.
At this time, it was almost August, and I'm was still experiencing issues with this replacement windshield.
This had become more than just an issue. I was considering getting an attorney because it was becoming a LIABILITY!!! I could not see out of this window. There was DEFINITELY an issue, and I needed it to be dealt with. I have pictures and videos to show proof, and would like to show Kosta Pappas and Rod Ryan.
If changes were not made to my windshield, I thought about speaking to/with Kosta Pappas.
On August 7, 2013, my vehicle was brought in to have the correct windshield installed, to have the driver mirror checked out again because it was still re-positioning on its own, a vehicle check (which I never received a printout, or spoke to a technician/service advisor, informing me of my vehicle check. ie: tire treads, brake squeaks, alignments, etc.), and to have my right fog light replaced. Recently, I informed my friend of my fog light, gave him the part #, and asked him about the pricing. I was overcharged with that as well. I was charged $157 (rounding off) for a fog light, and was told that I should have been charged $137.22. I'm not sure why one BMW parts department would cost/charge more than another parts department (for the same part). It just makes one wonder, how HONEST people are, and how they sleep at night, when they've cheated another individual.
Again, my vehicle was brought in for service on August 7, 2013 as stated above. I've been going back and forth with BMW (Anthony Sinno and Jim Crowe). My windshield was eventually replaced with a BMW Pilkington, however, it was not the correct windshield. My ORIGINAL windshield was a green BMW Pilkington (green windshield, green/grey shade band, rain sensors w/ the condensation sensor, and bonded kit because I have the Automatic Climate Control/Comfort (S354A). I informed Jim via email on numerous times of this matter and that part # 51317186790 should be ordered. I've done my research, have called several BMW parts departments, spoke to a friend of mine, and was informed that part # 51317186790 was available, when looking up parts with my VIN #, as well as without.
This matter has been drawn out way too long, dragged enough, and did nothing but cause an inconvenience in my life, my work, and my satisfaction. I feel drained, stressed, aggravated, and dissatisfied with the service of Open Road BMW. I've been taken advantage of, and it seems as though Open Road is slacking in caring for their customers. I will NEVER recommend another family, friend, etc to your dealership. I LOVE the car, but the service is ATROCIOUS, and leaves a bad taste in my mouth. Again, when I receive a loaner vehicle when my car comes in for service, I treat the loaner vehicle as thought it was my car. And, when my car is in for service, I expect my car to be treated, and taken care of as such!!!
I was referred to speak to/with Kosta Pappas and/or Rod Ryan about this matter.They both need to be aware and informed of whats going on. I will be contacting an attorney from here on out, because i refuse to be inconvenienced anymore, taken advantage of, or trust Open Road BMW with my car. This is clearly informative.