Dropped my 2012 BMW 135i M Sport off at Thompson BMW service for a frozen caliper, BMW NA recall and ac recharge issue. My service advisor Matt Trunbull was initially nice and responsive. Three weeks later, Matt calls and asks if my car had a huge dent in the passenger door when it came in. Uh, no, Matt. He apologized for the crash and sent it to the body shop. I got the car back after nearly a month. The car has nearly 400 additional miles on the odometer. Seriously. The next day I discover the speaker in the passenger door was not reconnected by the body shop- back to Thompson my car goes. When a service tech dropped it off again, it had sustained serious damage to the driver's side: someone side swiped the car. Andi Glassmyer was at first apologetic, then accusatory. Then she passed me off to Jim Livezey, who passed me off to General Manager Dennis Kelly, who has been absolutely awful to deal with from the beginning. He has lied to me about various things (including telling me that the dealership's security cameras are all broken), and has denied responsibly for the second accident. Not to mention the nearly 400 miles- direct quote from Dennis: "these things happen, whatever, you just deal with them". No, Dennis, when a car dealer crashes my car and drives it 400 miles (the distance from DC to Boston), I can't just move on. The dealer has offered no help, other than offering to buy my car for "what they could sell it for at auction". Dennis also told me that he won't fix my car, but if I didn't return my loaner car immediately he would report it as stolen. I am astonished and very, very unhappy. I have contacted my attorney and BMW NA. I hope they can resolve this asap. RUN AWAY FROM THOMPSON AND DENNIS KELLY.
Andi Glassmyer, Matt Trunbull, Jim Livezey, Dennis Kelly
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