June 7, 2007, I was driving to work and my car kept pulling to the right, the light came on on the dashboard indicating my tire was flat. I drove to work very carefuly and called Braman BMW when I got into work because that is the closes dealer to where I work.
Braman BMW advised me to come in right away as that was an emergency. When I got there, my original service advisor Marcos Rodriguez was standing inside. When I approached him regarding my situation he said "YOU HAVE TO WAIT UNTIL THE SERVICE ADVISORS GET BACK FROM LUNCH" I advised him, "YOU ARE MY SERVICE ADVISOR" he said, ok, one moment. He picked up his cell phone and started to make a personal call. I walked outside and the valet person took my key "very, very nice man" and said, let me check it for you. I turned my wheel and he found there was a big nail in my front passanger tire. He took my car, I went back inside and advised Marcos Rodriguez that I have a tire warranty through easy care. He advised me "OH NO, WE DO NOT DEAL WITH THEM" "YOU HAVE TO PAY THEN GET REIMBURSED" I asked him, how much? he said around $200.00. I advised I do not have $200.00 right now, thats why I purchased a tire warranty to begin with to take care of this. He was very aloof and said "OH WELL, SORRY CANT HELP YOU WE DONT DEAL WITH THEM!" I proceeded to call easy care, got a customer service person on the phone who said, they can bill them, all they need to do is speak to them. I put Marcos on the phone with them and he said to easy care "WE DONT DEAL WITH YOU, WE HAVE OUR OWN POLICY THROUGHT FIDELITY AND THAT IS THE ONLY ONE WE DEAL WITH" "SHE EITHER HAS TO PAY UP FRONT OR WE CANT HELP HER" I then kept the customer service person on the phone and asked to speak to the Manager. Marcos pointed to a door and said "HE IS IN THAT OFFICE" I said, can you call him? Marcos said "JUST GO INSIDE" as I was walking towards the office the manager, Jorge Rouco came out of his office and said "YOUR LOOKING FOR ME?" I said yes and explained the entire situation to him about how I had a flat tire and did not have $200.00 to pay up front that is why I purchased a tire warranty from Vista BMW and could he please speak to the customer service rep I had on the phone. He took my phone and advised the representative, sorry you guys take to long to pay us so we will not deal with you anymore because you take up to 30 days to pay your claims. He handed the phone back to me and said, "YOU CAN PAY UPFRONT AND GET REIMBURSED BY THEM" it was apparant he did not hear me when I advised him I did not have $200.00. As I started to cry, I said, you cannot make an acception with this? You are going to just let me drive away with a flat tire when somthing could happen to me:? Then I asked him, can you just patch it for me then? He said, no they cannot patch it, I need a new tire.
Anguished, I left the dealer, crying, afraid to drive.
I cannot believe how rude both the service advisor, Marcos Rodriguez and the Service Manager, Jorge Rouco were to me. How inconsiderate and nasty they were because I did not have $200.00, Very uncooperative, with no suggestions or help as to how I could not leave their dealer with a flat tire besides paying $200.00. They treated me with disrespect and no courtesy.
I bought a BMW because I thought it was the best car to have, with the best assistance program. I intend to go all the way to the owner of Braman BMW and the better business bureau with this complaint.
I appreciate you addressing this and to be sure, I will not only "NEVER" send anyone to that dealer, I intend to make it known what type of service they offer to every one who will give me their ear. I may also contact the Miami Herald and have them put an article in their paper about it.