I wanted to write a complaint to BMW North America and wherever I can write complaint to correct how Mckenna treat customers, but I decided to start from here.
I made an appt for Friday(9/27) for my fog light malfunction notice. One of the representative checked the vehicle and let us know the detail of our warranty. Maintenance warranty expired at 36k mileage, but the fog light might be under the regular warranty 50k mileage as long as it wasn't due to any damage. I completely understand how the warranty works so I let him know it's fine.
He let me know that I can pick up the car the next day (Saturday) and offered to provide UBER ride.
I unfortunately needed to get the car back on Friday, so decided to reschedule for Saturday morning.
Something came up and I couldn't go on Saturday, but rescheduled for Monday(9/30).
When I got there, Claudia helped me and she checked the vehicle and let me know the same warranty detail other representative told me, so I let her know that I understand the coverage.
The main difference was that she went to check with the Service Manager Armando and told me due to some damage under the fog light, in order to run the diagnostic I would have to pay $95, and if the malfunction was not due to damage, I wouldn't have to pay. When I let Claudia know that previous representative didn't need me to pay that $95 to run diagnostic and the only reason I didn't leave the car was due to needing the vehicle on the same day. She then tells me that he might haven't seen the damage, and that diagnostics are usually $180 but I'm only doing it for $95 in case it was due to damage.
I was so upset with their service and asked for the manager's business card, and he didn't even come out to explain or give the card himself. There are closer BMW around where I live, but I went to Mckenna, because that's where I purchased my vehicle, but this service made me realize they are not consistent with their service, and seems like they try to charge customers every penny they can.
The scratch below the fog light is noticeable, but the first representative was willing to do the checkup and let me know if it's covered under the warranty, but Claudia / Armando wanted to charge $95 for just doing the checkup before even finding out if it was covered under the warranty or not.
Funny thing is I just came to BMW in Buena Park where it's closer to my house, and they are checking my car as well as fixing the fog light. Much more friendly service, and the manager is actually on the floor checking with his employees and customers to make sure they are getting treated right. Much different environment then Mckenna where the manager is just in his office.
Hope this review helps Mckenna give better service to other customers moving forward.