BMW of Darien - Service Center

BMW of Darien responded

Hello Valued customer, we are sorry for your disappointment with the repair needs on your vehicle. it is unfortunate that your rear air springs had failed. This failure as well as the gasket leakage is not uncommon for any vehicle with 90,000+ miles. We would be happy to work with you and try to help with the expense for any additional repairs that you might want to consider in the future. Thank you for your business Vincent Robustello

BMW of Darien responded

Hello Mr. Fagen, we limit waiter appointments to non diagnostic repairs as mentioned to you during your scheduling and your conversation with our Service Manager. We were happy to take care of replacing the wheels that were incorrectly ordered from your selling dealer while you waited and we offered you a loaner car to use so we would have an appropriate amount of time with one of our Diagnostic technicians to check into your charging issue, I'm sorry that wasn't an option for you but we need time to get diagnostic concerns into the shop and additional time to check into the concerns as they are typically complex in their design. Our apologies for your disappointment. Vincent Robustello Director of Parts and Service BMW of Darien

Slives responded

That’s not even remotely close to the issues I had with your service department. I am happy to discuss if you would like to call me, hopefully it helps the next person. Two friends warned me not to use your service dept for similar issues. As an aside, please remove my name from this "public" response. If you'd like more specifics though: - The advisor on the phone last night dissuaded me from waiting for the car, he did not inform that you do not have waiter appointments for such a visit. I told him repeatedly why my situation (including a very fragile litle girl at home and germ fears) kept me away from loaners. - I made it clear to the advisor that despite his advice on waiting for a while, I was willing to wait as much as needed and made usre he understood I would be waiting. - The advisor also urged me to do my 1,200 mile service, even though the car is 7 days old and has 260 miles...I told him I would wait and that the seller told me to wait to 1,200 miles. He said they probably didn't ping the key which would have told them to do it then. I told him over and over I did not want this yet...and he reluctantly said "ok, you told me you didn't want it and I took it off.." He noted that he was trying to save me coming in again in a month or so. - I contacted the dealer from which I picked up the car, and in response, they said...of course we checked if the car needed service, and if it did, we would have done it here, and that the car needs to be driven more before getting that 1,200 mile service. - The whole conversation became argumentative and I am never argumentative. - When I asked how long I might wait, he said to call this morning. - I called this morning at 7:15 after arranging my day to be there, and was told by someone that I did not have a waiter appt. The gentleman told me that maybe they could accomodate me, but he wouldn't know till we hung up. I told him maybe I would not come all the way in, and he said "since you are halfway here, you might as well," (my time is still valuable as is his...). - When I got there, I entered and told the person I met that I was frustrated that I was given a waiter appointment but that it was not recorded as such and didn't know if they could help me. - The gentleman from the phone introduced himself and said they could accomodate me, but noted that he looked at the notes from the call and they didn't agree with my account... - What was the relevance of this, he was mistaken, but even if he thought he was correct, he is calling me a liar. What about "sorry for the misunderstanding, but we can help..." - After all of this drama, and with some much-appreciated help from Steve in sales to smooth things out, your service department reluctantly helped switch my tires while I waited as planned. That was it. I totally understand there wasn't time to attend to the technical issue with the chargin pad, and as I noted, that was totally fine, such is life. - But, to have to deal with such snappy attitudes, so much "he-said," "she-said" about every single element. The argumentative nature of every conversation, and the overall feeling that I was a bother to have, was really inexcusable. - The fact that you never called me to discuss this, and have not taken my name off of the review, that probably tells me all I needed to know. - I do hope you take some of this to heart, I heard similar issues from a friend who had a not-disimilar experience with your enterprise, perhaps you can use this as a learning experience.