Certified Benz & Beemer - Service Center

Awful Experience in the Service Department! I am a caregiver and wanted to treat myself to a nice car since my last was unreliable. I bought a 2011 BMW from CBB in Dec. of 2018. I also got the I am a caregiver and wanted to treat myself to a nice car since my last was unreliable. I bought a 2011 BMW from CBB in Dec. of 2018. I also got the extended warranty after I was told it included “pretty much everything that makes the car go forward and backward,” which is not true. One of the financers said they have two warranty’s, a bumper to bumper and one that covers the turbo, powertrain and transmission, which is what I got. I was also told it covers the oil pump, water pump and fuel pump, which it does not. Warrantech warranty is extremely limited. They will deny pretty much anything unless the exact word is printed in the limited warranty clause. During my last free oil change, I was told I had oil leaks under my car, even though I saw no sign on the paved drive where I park. But, I was told my warranty would probably cover it. Well, I told them I was not going to pay for anything since I questioned whether or not there were oil leaks in the first place. When I talked to my mechanic about it, neither of us were surprised that on the day of my last free oil change, CBB said I have oil leaks that needed repaired. They had given me estimates before, on brake pads/rotors, etc., but not shocking they were 3-4 times costlier, so I never had work done there. I live over 110 miles away from CBB so a trip to Phoenix is a day trip for me. I work 6 days a week with Monday’s off. Since they said it would all be covered under warranty and it would not cost me any out of pocket... and, they were providing a loaner... I decided to make the trip. What a mistake! They hadn’t even checked to see if warranty would cover the work. When they finally filed the claim, of course Warrantech denied it. The service agent at CBB told me they denied the claim but sometimes when the customer calls, they will authorize it after all. I didn’t feel comfortable doing this, but I did it anyway. After some finagling, Warrantech decided they would cover it. It took a week to work out the warranty situation and fix the “so-called” oil leaks and when I picked up my car a week later, the engine light was on when I pulled out of the lot. Steve, one of the service supervisors, thought the transmission needed reprogrammed and it would take 2-3 hours. I was not happy. I still had to drive home, so they asked that I take the loaner car. I told them they should return my car to me and Steve told me they would bring it to me when finished. Well, that never happened because they called me the next day and said the fuel pump was out and warranty would not cover it. I thought it was a joke! The same service agent asked me to “work my magic again” with the warranty company and I told him I did not want to do that. He said that is the only chance I have to get it fixed. By this time, I was furious. I did call the warranty company, but of course they denied it, even though 9 out of 10 extended warranty companies cover the fuel pump under the powertrain. When I spoke with Tyson, the Service Manager, about the fact I was told by CBB the warranty covered fuel pumps, he was no help. In fact, he was more of a condescending jerk than anything else. For instance, he asked if I had a copy of my warranty and I told him I forgot that the copy was in my glovebox in my car. He said, “well, I’m holding your copy, so where you store your warranty is no one’s fault but your own, correct?” I said, “is that a trick question?” He made several disdainful remarks to me and all it did was infuriate me. After that, I told him I would like to have my car delivered to me like they said they would and Tyson refused because they would not pay to have it towed. So, basically, I drove my car to CBB for oil leaks they claim existed yet I questioned, and now I was being required to tow my car home. To say I was livid was an understatement. I called the owner, Jack Schneider, and that was useless. When I said I was told all the pumps were included in my warranty, he said there were five different extended warranties at CBB. I said, then why was I told by one of your financer’s that you only had two warranties? And, if there are five, why was I given a less than satisfactory warranty? All he did was ask who said it, but gave no answers. I also questioned the oil leaks, like I did with Tyson and the service agent, but none gave me an answers to the questions. Mr. Schneider said the only thing he could do was fix the fuel pump for almost $1,700 and finance it interest free. Well, the genuine BMW fuel pump cost me $450 and took my mechanic less than an hour to install, therefore Mr. Schneider’s offer to do the work interest free was almost laughable since it would cost $1000 more than what I paid. Besides, like I would trust them to work on my car after that. Quite frankly, I couldn’t get it towed quick enough. Taking my car to the service department at CBB was a nightmare and I will never drive onto that lot again. I love my car, but I don’t appreciate the way I was treated. I don’t know if it was because I’m female, but it was stressful. Plus, arranging a tow trailer for my car and borrowing a truck to pull ir over 110 miles was not easy. In addition, CBB does not do recall work, so when I made a trip to Phoenix in May of 2019, I wanted to kill two birds with one stone. I took my car to Chapman for a recall, then CBB for the oil change. Either Chapman or CBB ran the front passenger side into a wall because there was damage to my front right bumper. I took it to a repair shop the next day and was told it would cost $880 to repair. I don’t know if it was CBB or Chapman BMW, but it’s appalling that a dealership would do damage to a customer’s car, then cover it up. But, I can’t point blame because it wouldn’t be fair to the one that didn’t do it. I ended up sending both dealerships an email about the damage and they both replied saying pretty much the same thing. Our videos are inconclusive. At least Chapman offered to take a look at it. They wouldn’t repair the damage because it was extensive, but they offered to clean the oxidation my headlights for free. That took several hours but it looked really good after that. I appreciated that Chapman did something to appease me. After that, I ended up getting a dash cam in my car since I didn’t trust dealerships. Perhaps other’s will have better luck at Certified Benz and Beemer, but I WILL NEVER RETURN. More