Disappointed in BMW dealer

T

Turbokid

Member
Last week my car went into Rybrook BMW Warwick to have some work done under warranty, I have to say they were excellent, happy to help in every way.
While they were working under the car they noticed one of my rear suspension arms was bent, they phoned me and advised me and asked if I wanted it fixing to which I replied no (cost was£650).
I only bought the car in January from Stratstone BMW Derby and it was an AUC.
I don't drive fast and haven't hit the car into anything to cause this damage so it must have been like it when they MOT'd it and did there 101 point check.
I have tried to call them but I just hit dead ends, they just don't want to help and this isn't the first issue I have had with them!
Any way I replaced the arm today and will get the alignment done on Tursday but I just wanted to highlight how shocking this is considering its from a dealer.
5e0d67a6-0c63-3808.jpg

New and old together.
 
I suppose there's no way you can really prove either way if it happened before or after you bought the car, although the amount of rust would suggest it's been more than a couple of months in that condition. I suppose it's still worthwhile phoning and lodging a complaint and maybe taking the said item in to Stratstone to show them.
 
I like you have found the AUC is pretty much a joke and that dealer services are worth very little in general. I'll always take my car to my mechanic for work and buy privately wherever I can.
 
That's why I've not really followed it up with them, they will just deny it.
I am sending a letter to the dealer principal, outlining all the issues and the lack of willingness to help from certain individuals, just for piece of mind.
 
I also found my supplying dealer a waste of time, not all bmw dealers have this unhelpful attitude but its real annoying when you have to deal with one. I have written many letters to my supplying dealer principle but found it did'nt help. My advice after my experience would be always get a second opinion from another AUC bmw dealer.
 
These things are always a wrangle between a purchaser and a dealer. The dealer sells you a car and you sign to accept it as in good condition. 3 months later you go back and say it’s not! A lot can happen in 3 months....... . Put yourself in the dealers’ position and what would you say.

PS Topic moved to DEALER FEEDBACK
 
write a letter to bmw head office (i think it is reading explain whats happened all the issues.my mate did that with a m3 he had with in a week the dealer was on the phone to him asking him to bring the car in and would he need a carto use while his was in attitude how it changed with that letter. kick ass :headbang:
 
shortfuse 2 said:
write a letter to bmw head office (i think it is reading explain whats happened all the issues.my mate did that with a m3 he had with in a week the dealer was on the phone to him asking him to bring the car in and would he need a carto use while his was in attitude how it changed with that letter. kick ass :headbang:
Click to expand...

If your going to do anything WRITE TO THE DEALER first and reference the phone calls you've made and who you spoke to. You can always send a copy to BMW UK if you want. However what you are really saying that there is a damaged suspension arm on your car - the dealer will say it was OK when the car was delivered to you 3 months ago and you are saying that in three months of very careful driving you have only just noticed this defect. :!:
 
I here what you are saying but I bought a car from a dealer as I don't want to be crawling around on the floor checking it is ok underneath! BMW promote buying with confidence by offering an AUC and I still wouldnt know about it if it hadn't been up on ramps with a BMW technician underneath.
You sound like you doubt my honesty, but why would I waste my time starting a topic if I had caused the damage?
It's not like BMW are going to check this forum doing research.
I previously had a Saab which was AUC from Concept Saab in Coventry and the level of service I received from them was excellent. I truly thought buying from what I believe to be a prestige marque my experience and product would exceed expectations.
 
Turbokid
The same thing happened to me but I purchased the car from Rybrook - Warwick.
Purchased on the 10th Feb 2010. The car had 6 - 7mm tread on all tyres.
Had brake service July 2010 at Warwick.
Car did 2000 miles in one year on good roads and I avoid speed humps.
MOT late January 2011 at Warwick revealed broken rear suspension arm and tread down to 3 - 5mm (both nearside tyres were 3mm to one side)
I knew this had not been done by myself and suspected that it was done before purchase by the previous owner. The tyre wear suggested it had been bent for some time.
There is no proof it was missed (was it an employee not doing there job?) during the so called checks but what annoyed me as much as the broken arm itself was the arrogant, rude correspondence from BMW UK.
I'm still annoyed about what happened so I certainly appreciate how you fell.
Read AlanJ's excellent summary of how to avoid this happening again.
 
Turbokid said:
I here what you are saying but I bought a car from a dealer as I don't want to be crawling around on the floor checking it is ok underneath! BMW promote buying with confidence by offering an AUC and I still wouldnt know about it if it hadn't been up on ramps with a BMW technician underneath.
You sound like you doubt my honesty, but why would I waste my time starting a topic if I had caused the damage?
It's not like BMW are going to check this forum doing research.
I previously had a Saab which was AUC from Concept Saab in Coventry and the level of service I received from them was excellent. I truly thought buying from what I believe to be a prestige marque my experience and product would exceed expectations.
Click to expand...

Certainly don't doubt you honesty. You have bought a car from a car dealer who operates under a franchise from BMW and is required to follow a certain and agreed code of conduct. AND who sells pre-owned vehicles as a part of that franchise agreement. It's the dealer who if anyone has let you down as an independent seller of pre owned vehicles NOT the BMW Prestrige Marque as you suggest. Certainly pleased you had a good experience from Saab Coventry but no doubt others will report bad service from other Saab dealers - reality.

It's a matter of choice in how much trust you put in people when buying a car, dealer or private, but when handing over hard earned cash then IMO independent checks are just part of the purchase process for me. Have done this several times when purchasing from a dealer who has been only to facilitate this - they want my cash after all. I bought a Mini Cooper in my 20s only to find it was a bodge job and not the car I thought it was - my fault and a hard lesson learned.

As I pointed out - just put yourself in the dealers shoes. In circumstances like this always best to go gently, 'I like the car but have a small problem......etc' rather than banging on thier door demanding action (that can come later).

Hope you get it sorted.
 
Thanks for the feedback guys.
Letters written and will be posted along with photos so we'll see how it goes. To be honest I don't expect to get anything out of it but at least I may highlight some issues that the dealership could look into.
I changed the arm myself in the end, it's a b##tch of a job, you have to move the diff slightly to get the inboard bolt out.
Got the alignment done yesterday and now it feels great!
 
If it was that bent would it make a noticable diffetence in the way it drives Or has the dealer had tracking etc done to hide it
 
Quick update, it pays to fight your corner.
Got my cheque from Stratstone yesterday for the full cost of the repair.
It's taken ages to get it sorted but I'm pleased with the outcome.
 
Turbokid said:
Quick update, it pays to fight your corner.
Got my cheque from Stratstone yesterday for the full cost of the repair.
It's taken ages to get it sorted but I'm pleased with the outcome.
Click to expand...

Good to know. My wife's just bought an X3 from Stratstone Aberdeen. Have to say that they were very helpful. Delivered it to our door. When it arrived it had a couple of minor faults; they arrange for it to go in to a local Stratstone to be sorted. It was within a couple of days, but either way.... glad you've got a satisfactory outcome, anyway :thumbsup:
 
Good result, well done. As as said earlier, its fairly obvious from the damage that it had been done some time previously and the supplying dealker has done the right thing. In all fairness had they spotted it I'm sure they would have sorted it before sale.....just goes to show their people aren't always as careful as we think.

But lets not forget, they are only human, and whatever we might like to think, they are also just A.N.Other car dealer. Selling BMWs doesn't magically endow them with superpowers so we should never let ourselves be unfairly overlooked. :thumbsup:
 
excellent....otherwise you could've threatened them with a sale of goods act warning and a small claims court proceeding etc............my sister had that with volvo..AND IT WORKED :thumbsup:
 
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