Here is my story from the beginning with Edmonton BMW.
On May 14, 2013 I dropped my car off (2006 BMW M5) for a check-up at Edmonton BMW due to little noise under the hood, the car was driving in good condition with no warning messages, without check engine light. I advised David from service department to check this issue as soon as possible due to vehicle is on sale and I already attracted interested buyers on it. David promised that they will do the best and the inspection will be complete on May 15, 2013 and he will contact me than. After multiple attempts to reach David for the whole week with tens of voice messages I finally got a hold of him on May 21,2013. David sad that there is an issue with the solenoids and two of them needed replacing for the amount of under $800.00 – I gave him go ahead to fix it as soon possible. David sad that the car would be up and running within two days. Two days later after the installation of two solenoids I received a call from David saying that they had made a mistake and I need two more solenoids to replace which are located in Vancouver BC, and it would take two weeks to arrive, the price went up to $1450 plus tax. I agreed with the charges and asked him if he is sure that solenoids are the issue – David said YES and they will do the installation as soon as solenoids arrive. On June 7, 2013, I called Edmonton BMW to check the status of said shipment, and David told me that they are working on it and the car should be ready soon. I called BMW again on June 9, 2013 to check the status – David did not answer the phone for the whole day, I called on June 10 - same thing left messages on David’s phone, so I talked to front desk requesting a call back from someone from service department regarding my problem – No response. In the morning of June 11, 2013 David called me saying the car ir fixed and ready to go. I went to a BMW dealership to pick it up. I took a little test drive with Mechanic to make sure it’s all good, but I noticed that the car makes even bigger noise and check engine light was illuminated with reduced power warning. We came back to a dealership from a test drive, and I talked to Ben (service manager), after long conversation with him, explaining the awful customer service he promised me to take care of this case. I received a call from Ben on the same day (afternoon), he said that they replaced all solenoids but the problem still exists and they have to do another inspection to see what the problem is. After another inspection Ben informed me that it wasn’t the solenoids that were the issue, but rather the Vanos Control Unit that needed to be replaced on Bank 1. The price I was quoted from Ben increased to $4950 plus tax including solenoids. The approximate delivery time is 3 to 4 weeks. I was forced to agree with the charges third time as long as my car got fixed. I told Ben to call me once the parts arrive. I never received that phone call for the whole month, and after trying to contact Ben multiple times (with voice messages) I still have received no follow up. The last time I spoke to him was the morning of June 2, 2013. I was informed that the parts had arrived, and they were installed, but the problem still exists. I was informed by Ben that they would do a closer inspection and they’d call me later that afternoon On July 2. I am a patient person but after two weeks of non-response and lack of customer service I decided to make a complaint letter to Edmonton BMW branch manager (The letter is attached). I made 3 attempts to contact the management, I faxed it to Edmonton BMW, sent it by mail, and I came to a dealership itself and gave a latter to a front desk employee asking her to pass the complaint letter to a manager.
After one week waiting of no response from BMW manager on my letter I decided to file a complaint to a BMW Customer Service Management which is located in Toronto, Ontario. I spoke with them for about an hour explaining my whole story on what they said – the only thing the can do is to get a hold to a managers from Edmonton BMW and advise them to call me. I also faxed them the complaint letter that was made to Edmonton BMW.
Days after complaint to BMW Customer Service Management the response from Edmonton BMW was equivalent to 0.
On July 13, 2013 I went to Edmonton BMW with hope of talking in person to a manager but unfortunately front desk advised me that there is no managers on Saturday, fine. I asked front desk person to open the car for me to take away my belongings and noticed a huge crack on front windshield. I informed service front desk about it, and told them that I need an urgent call back from manager.
On Monday July 15, Michael (Mechanic) from Edmonton BMW called, told me that the price goes up to $11.500 because they need to replace a Vanos Control unit on bank 2, plus Oil accumulator, and high pressure oil lines. He said that it will take 3-5 weeks for parts to arrive. I told him that I want to talk to a manager to finalize the price and to negotiate a deal because of the entire situation that going on with my car.
On Tuesday July 16, 2013 I finally received a phone call from Ryan – Manager.
I told Ryan my story from the beginning and about my horrible experience with Edmonton BMW service. After all Ryan said he will finalize the price, and promised to call me back on July 17 with a quote.
July 17, 2013 – Nobody called.
July 18, 2013 Ryan called. He said that I am already receiving the best price of $11.500 plus tax. And there is no guarantee that the parts they replacing will fix the issue. It will take another 3-6 weeks again, and they can’t do anything to speed up the process because parts are coming from Germany and they can’t track them once ordered. I was forced to agree with the charges again and give them the go ahead over the phone.
I think that dealership with such a name as BMW should care about their clients, and keep their words. My car is in dealer since May 14, and approximate day of completion is August 20 (no guarantees) I don’t think it’s normal, amount raised from $800 to $11.500, cracked windshield, and so on.
I love these cars, I love how they drive and how the look, but because of horrible service received from Edmonton BMW I will never go in this dealership again. Lies, miscommunication, wait-time, and the worst customer service I have ever received.
After posting my personal review in google about Edmonton BMW I noticed that there are about 18 unhappy people posting their comments, who received the same attitude from this dealer.
I filed a complaint to Government of Alberta as well and received a letter that AMVIC organization is the best place to contact.
Please review my complaint to help other people not to experience the same serviced that I received.