I brought my car into Life Quality BMW to fix a flat tire (back driver side) which I have insurance for. I asked for a Loaner car while the fix the problem but they advised me that in order to get a loaner I would have to bring my car into Paul Miller BMW because that's where I leased it from. I called Mary Ellen at Paul Miller on March 10 and she notified me that I am more then welcome to bring my car in but they will not have a loaner available until March 17th (she said car will be ready by then). I agreed and had my car towed from Life Quality to Paul Miller.
After several days I got a call from Ken who was my service advisor and he told me that my car had many problems with suspension and I would have to notify my insurance company in order to fix this problem. He estimated the cost to be between 6500 and 8000 dollars. As you probably understand, I cannot make such a huge financial decision without bringing it into a body shop for a second opinion. I told Ken that I would not be fixing that problem at the time and all I want is my tire fixed. Ken told me that he cannot fix my tire because of the suspension and that Insurance will not fix it.
I took some time to try and come up with a solution but asked for a loaner in the mean time because Mary Ellen told me they would be available on March 17th. He refused and said that loaners are for service only and not auto repairs. I told him once more that I will NOT be fixing the suspension and he said I would then have to pick the car up because he cannot fix the tire in that case (I have no tire in back, how can i pick it up?). After several more weeks of being stuck in stalemate and waiting for Ken to return phone calls, I finally called him up and told him to get me a report as to why the insurance rejected my tire claim based on a suspension problem and that is when Ken informed me that he has NOT filed the claim.
I was furious and asked him to file it and asked for a loaner car in the mean time since its his mistake. This time he said that loaner cars do not include tire repairs (opposite of what he said before). It took about 7 weeks total and my right drivers tire was not repaired.instead they repaired the front tire which had a bubble and they replaced a rim (which would be great if that's what I brought my car in for). I had to buy the tire anyway. If Ken had done his job and filled the claim right away, I would know that my tire was worn out and had no insurance. I did not have my car for 7 weeks for no reason.
Furthermore, unlike life quality who fixed my tires in the passed, Paul Miller made me pay for the cost of their repairs and I have to wait for a check to come in the mail from the insurance company (not a big deal but other dealers do not do that). My lease payment is 800 dollars a month, I wasted almost 2 months of payments waiting for a problem to be fixed to save 660 dollars. At the end, I still had to replace that tire. I recently received a letter from the dealership asking about my service. I e-mailed the service manager, Mike Gruber, hopefully he can help make their service better by disciplining Ken, who has done nothing but lie to me and address other problems in hopes of making me spend more money at BMW.
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