08/12/09

The worst service ever

by Peggy78704

Let me start by saying our car has been babied. We bought it used with low mileage from its first owner and had two 190 point inspections done at BMW of Austin--once prior to purchase and once in order to get an extended warranty.

We brought our 3 series car to BMW for a transmission repair. Extended warranty paid for multiple gaskets and a replacement transmission pan. 9 visit later, BMW of Austin, finally pulled the transmission and realized it was faulty. Yes it took 9 visits! We would have gone elsewhere for this specific issue but other mechanics couldn't address the transmission since BMW of Austin had already been paid for the parts/service.

A year and a half later, the transmission light came on. Yep, you guessed it, transmission #2 was bad also. Luckily it was under BMW parts warranty so they were obligated to replace a 2nd time. Upon arrival at BMW of Austin, the service rep tried to sell me a new car, since "a new transmission will cost me a lot more than my car is worth." I told him no thanks, BMW will be paying for 2nd replacement transmission. I thought service was one department and sales was another. Not at BMW of Austin. The sales pitch started before my car had even been looked at, actually before I'd even arrived at the reps' desk.

Three weeks after replacement of the most recent transmission, the car had a brake sensor in need of replacing. Our independent BMW mechanic noted that the flex disc was cracked. This part is immediately next to the transmission. And this is a car that has been up on the liftrack A LOT over the last two years. We reached out to BMW of Austin who basically said the mechanic didn't notice it and it couldn't have been damaged during the transmission install. We paid for our mechanic to replace it and save the part for us. The part does not have normal wear and tear cracks. I sent photos to BMW of Austin management and got no response.

Throughout this whole process we have worked with all levels of service providers/managers and have included the dealership owner in our correspondence. We have also been in contact with BMW North America and BMW Germany.

BMW of Austin claims to have top scores on their surveys of their service. Of the 15 visits overall we have had car at BMW of Austin, I have never received a "random" independent survey about their service department. I question whether they are actually random or independent after all.

The morals of this story are:

1. Find an independent BMW mechanic unless you like wasting time, money and energy, there are 2 excellent ones in South Austin.

2. 190 point inspections will not necessarily pick up a need for major repairs

3. Buy an extended warranty, preferably from an independent service.

• Cons: Awful service, Lack of knowledge, Arrogance

08/01/09

Service dept. patronizing to women

by Ltd

Even the women patronize the women coming in for service.

07/24/09

No service @ BMW Austin

by bmwaus

These guys hardly know what they are doing. Loaners are never available, wait times for repairs 2x, spare parts are always on back order. BMW of Austin promises you the best, but they hardy deliver.

Certainly something you won't expect after buying your 40k$ car.

• Pros: Clean, mostly nice people
• Cons: Slow, expensive, long wait times