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

06/12/09

anyone suspcious of service practices?

by mhalprn

To those who have expressed concerns over trustworthiness, did you sense that you were being charged for work that was not necessary or not actually performed or to address problems created by the service department itself? I'm particularly interested in hearing from the commenter who mentioned that their vehicle came out of service in worse condition than it went in. I had a similar experience that made me highly suspicious.

03/06/09

Great Service !!!

by plainlazy

I bought a used 2006 330i with 46k from a non-BMW dealer, so naturally i wanted every last thing i could think of that was under the 50k warranty taken care of. I just had the best service experience of my life. No joke...I had 12 issues that needed fixing, from whistling noises to shaky headlights to faulty power windows. You name it, trust me i claimed it. Not only did they fix everything to perfection under warranty ,they even noticed stuff i had missed and fixed that too. Communication and that personal feeling was there start to finish. Oh and my car was washed as well :) The only bummer was for 1 item on my fix-it list, had to be ordered from Germany and is a 2 - 3 week wait. So i have to go back for that, but it'll actually be my pleasure. Dennis and Lonnie ...I salute you!

• Pros: Personal treatment, Superb warranty, Honest & Respectful.
• Cons: Ummm...

01/16/09

Waste of time

by blue2fire

I had my battery fail today.

The car had 51k miles on it and was still within 4 years of purchase. Called roadside assistance and those people were good, the car was towed to my dealer (Only one in town) and i had to wait there for an hour and a half for them to diagnose the problem as a battery (Which even the tow truck guy managed to discover). Then the SA comes out and i have a bill for $280, was informed that cell was bad, when questioned if this was a defect, he said it was wear and tear. OK, finish the repair and send me on my way please, NO it took them two and a half hours TO REPLACE A BLEEDING BATTERY,tired of waiting, i had to ask to be ripped off and pay and find my car in their parking lot. Well, at least they managed to set the clock in the car.

Total time been made to wait at the dealer: 3.5+ hours

Total cost: $280.12

Hey, i understand people will accuse me of making a big fuss about a darned battery but i could not give a toss, i had to get this off anyway. The car is a CPO with an extended warranty and an extended maintenance plan. BMW proudly provide statistics on how much i can expect to pay if i owned a Jag for four years with a big $0 next to their own name. If i was asked to pay $100 in labor for installing a battery, i want it done at minimum time outlay to maximize my productivity

• Pros: An OK waiting area.
• Cons: Very Patronizing and attempted to tell me that they had to have the car recognize a new battery.

12/18/08

TAKE YOUR CAR TO PAUL MOTORWERKS PLEASE, NOT TO BMW AUSTIN

by worstoff

THIS IS THE WORST BMW DEALERSHIP IN THE ENTIRE WORLD. I SHOULD HAVE READ THE REVIEWS BEFORE I WENT THERE.PLEASE TAKE YOUR CAR TO PAUL MOTORWERKS!!! BMW OF AUSTIN CUSTOMER SERVICE IS NOT GOOD AT ALL, FROM THE CASHIER TO THE SERVICE MANAGERS. I CALLED TO MAKE AN APPOINTMENT TO GET MY CAR CHECKED, BECAUSE THE ENGINE LIGHT WAS ON, I GOT AN APP. FOR 12/17/08 @O7:20AM, I HAD MY CAR TOWED IN ON 12/16/08 @4PM. THE DAY BEFORE, I DID NOT HEAR FROM THE SERVICE MGR (THAD TUCKER) UNTIL 12/17/08 @2;20PM , AFTER I HAD TO LEAVE HIM SEVERAL PHONE CALLS TO GET THE STATUS OF MY CAR, OF COURSE THAD TUCKER HAD NO CLUE, BUT SAID I WILL GIVE YOU AN UPDATE SHORTLY. (2 HOURS LATER I CALLED THAD BECAUSE HE DIDNT CALL ME) AND HE TOLD ME HE STILL COULDNT FIGURE WHY THE ENGINE LIGHT HAS NOT GONE OFF ALTHOUGH HE FIXED THE PROBLEM. RADIATOR HOSE($254) I SAID $254 FOR WHAT)WELL I AM STILL TRYING TO FIGURE OUT THE PROBLEM, THAD WENT ON TO TELL ME ABOUT SOME BELTS THAT NEED CHANGING AND OTHER THINGS HE TOUGHT WAS WRONG, MIND YOU HE STILL HAD NOT DIAGNOSED THE COMPLETE PROBLEM, I TOLD HIM DONT TOUCH ANYTHING ELSE, HE SAID OK THAT S GOING TO BE $254, I GET THERE TO PICK UP MY CAR AND THE LITTLE RUDE CAHIERS (GIRL AND GUY) WHOM NEVER SAID HELLO, TOLD ME THAT WILL BE $425, I ASKED TO SPEAK TO THAD WHO CAME IN ( ONLY UPON REQUEST) DID NOT ATTEMPT TO SHAKE MY HAND AND SAID (OH MY TECH HAD TO SPEND 45MINUTES TRYING TO DIAGNOSE THE PROBLEM, ?????????? I AM SOOOO UNHAPPY I DONT WANT TO FINISH. TAKE YOUR CAR TO PAUL MOTORWERKS, I HAVE BEFORE AND HES GRRRRREAT, ITS JUST BMW WAS CLOSER, BUT THIS PLACE IS NOT GOOD, THE ONLY FRIENDLY PEOPLE WERE THE GUYS THAT STAND IN THE ENTRANCE, AND THE GUY THAT BRINGS THE CAR OUT!!!!!!!!!!!!!!!!!!!!! PAUL MOTORWERKS ROCK!!

• Cons: RUDENESS, UNPROFESSIONAL, RIP OFF

11/23/08

BY FAR BEST SERVICE EVER

by steveaustin1

From the first greeting in the service drive, until the cashier handing me my keys, this is by far the most professional automotive expierience ever. Very attentive to me and my vehicles needs. The waiting area is amazing to the point of not wanting to leave. All employees are polite and helpful. HIGHLY RECOMMEND.

• Pros: ALL
• Cons: NONE

11/19/08

The Best Service Dept I have delt with.

by Bmerfan32

I moved here from California, and had a great dealership there.

At first I tried the dealership in San Antonio and was greatly disappointed, After relaying my experience to a coworker they referred me to BMW of Austin, I gave them a shot and all I can say is WOW what a difference! It?s so good to have a nice dealership that I feel like I can trust hear now as well. They made the transition of moving a little less stressful. Would defiantly recommend!

09/25/08

Stay clear of there people at BMW of Austin

by xx213jisux

From the top down this is the worst car buying/owning experience. You will be lied to if you choice to buy a car at BMW of Austin. Save your self the trouble and stay clear of these scam artist.

• Pros: none
• Cons: all