Orb
11-29-2007, 10:14 PM
While my car was in the care of Brain Jessel BMW undergoing service work, the front and rear bumpers sustained damage. In the last 5 weeks, my car was in for service work four times and, on three of those occasions, it was damaged by this dealer with two incidents happening within days of each other.
Here is the story:
In September, my car was hit in the front and rear while it was parked within a week. No big deal. I had both bumpers replaced and picked up my car from the body shop. I only got 5 miles until the car died, so back to Brian Jessel BMW for a water leak repair which they never found and has not leaked since but they replaced my amplifier and reloaded the software. I picked up my car after two weeks and the front license plate is smashed in destroying the paint and punched hole in the front bumper. The service manger indicated he would take care of it. I got about two miles and noticed the active steering was not initialized properly so I took it in the next day to get it fixed. I picked up the car, and guess what; the rear bumper is scratched to hell. Again, the service manger said it would be taken car of.
The point here is I just bought new front and rear bumpers and had them in my possession for less than 24 hours so wanted a full replacement. When I asked for a full replacement I was insulted, called names and treated disrespectfully by the so called Operational Manager Charles Carvalho. He more or less called me an idiot and told me they were not paying for anything but a low grade repair like Mobile touch up even though the paint was delaminated. Finally, the Customer Relation Manager gets involved Jim Krahn and attempted to smooth the situation out. In short, Jim wasn’t willing to pay as well until I got the insurance company involved then this changed quickly. The whole experience was very unpleasant. Jim promised me a BMW loaner while my car was getting repaired….guess what it never happed but he did pay for the cabs I took. In the end, they did pay for everything but it was not easy and they certainly don’t give a crap about you or me. Don’t be fooled by customer satisfaction with these jokers when it comes right down to it they do not care!
Here is a quote from an email that Jim wrote. In the quote below Jim is apologizing for Charles behaviors. Guess what, I never did get that personal apology.
“Charles is the senior manager in charge of Parts and Service and was recently promoted from the Parts Manager position. Charles and I have spoken about his call before we received your letter today. I would like to take this opportunity on behalf of Brian Jessel BMW and Charles to sincerely apologize for Charles attitude towards this situation during that recent phone call. He has also expressed his desire to apologize to you himself personally and would be happy to call you and clear this up with you at your convenience”
It doesn’t stop yet, so let’s continue:
About 10 days ago I took my car in for more warranty work and installation of the aero lip. I had the car there for over week. After picking it up yesterday, I noticed the license plate frame was bent and when I removed the plate holder, guess what, the front bumper paint is cracked behind the license plate and this bumper is not even two weeks old and just had the aero lip installed as well.
There was no manger available at the time I picked up the car so I did some ranting and venting to the customer relation representative and she said Jim Krahn would be phoning me today and I also emailed him. Guess what, the day is over and no phone calls so I guess they don’t give a **** that they damaged a customer’s car 3 times in less than 5 weeks.
Think twice before taking your car to Brian Jessel.
Orb
Here is the story:
In September, my car was hit in the front and rear while it was parked within a week. No big deal. I had both bumpers replaced and picked up my car from the body shop. I only got 5 miles until the car died, so back to Brian Jessel BMW for a water leak repair which they never found and has not leaked since but they replaced my amplifier and reloaded the software. I picked up my car after two weeks and the front license plate is smashed in destroying the paint and punched hole in the front bumper. The service manger indicated he would take care of it. I got about two miles and noticed the active steering was not initialized properly so I took it in the next day to get it fixed. I picked up the car, and guess what; the rear bumper is scratched to hell. Again, the service manger said it would be taken car of.
The point here is I just bought new front and rear bumpers and had them in my possession for less than 24 hours so wanted a full replacement. When I asked for a full replacement I was insulted, called names and treated disrespectfully by the so called Operational Manager Charles Carvalho. He more or less called me an idiot and told me they were not paying for anything but a low grade repair like Mobile touch up even though the paint was delaminated. Finally, the Customer Relation Manager gets involved Jim Krahn and attempted to smooth the situation out. In short, Jim wasn’t willing to pay as well until I got the insurance company involved then this changed quickly. The whole experience was very unpleasant. Jim promised me a BMW loaner while my car was getting repaired….guess what it never happed but he did pay for the cabs I took. In the end, they did pay for everything but it was not easy and they certainly don’t give a crap about you or me. Don’t be fooled by customer satisfaction with these jokers when it comes right down to it they do not care!
Here is a quote from an email that Jim wrote. In the quote below Jim is apologizing for Charles behaviors. Guess what, I never did get that personal apology.
“Charles is the senior manager in charge of Parts and Service and was recently promoted from the Parts Manager position. Charles and I have spoken about his call before we received your letter today. I would like to take this opportunity on behalf of Brian Jessel BMW and Charles to sincerely apologize for Charles attitude towards this situation during that recent phone call. He has also expressed his desire to apologize to you himself personally and would be happy to call you and clear this up with you at your convenience”
It doesn’t stop yet, so let’s continue:
About 10 days ago I took my car in for more warranty work and installation of the aero lip. I had the car there for over week. After picking it up yesterday, I noticed the license plate frame was bent and when I removed the plate holder, guess what, the front bumper paint is cracked behind the license plate and this bumper is not even two weeks old and just had the aero lip installed as well.
There was no manger available at the time I picked up the car so I did some ranting and venting to the customer relation representative and she said Jim Krahn would be phoning me today and I also emailed him. Guess what, the day is over and no phone calls so I guess they don’t give a **** that they damaged a customer’s car 3 times in less than 5 weeks.
Think twice before taking your car to Brian Jessel.
Orb