[Niart906]

This is bullshit. Nearly all ceramic coatings can be removed with alcohol or through compounding/polishing the paint. They could easily sand through it to get the hood matched perfect. Tell them this to their face and watch their facial expressions when you call their bluff. Can’t believe the way you’ve been treated so far. I’m raging for you.

[DitDah]

Well... strange. They've asked for a picture of any wheel on the car...as requested by the parts dept. Strange in that they asked for a picture...when I ordered the car from that dealership...but ok.

I told them it was:
BMW 401 wheels staggered
Front alloy wheels: 19x8" ET36
Wheel part number: BMW 36116796256
120mm Bolt Pattern
36mm Offset

/shrug.

Svc Manager is supposed to call me tomorrow... I presume to advise me that they are ordering me a new wheel and on how they are going to fix the damage to the hood.

We shall see.

[jmg]

Originally Posted by DitDah

Well... strange. They've asked for a picture of any wheel on the car...as requested by the parts dept. Strange in that they asked for a picture...when I ordered the car from that dealership...but ok.

I told them it was:
BMW 401 wheels staggered
Front alloy wheels: 19x8" ET36
Wheel part number: BMW 36116796256
120mm Bolt Pattern
36mm Offset

/shrug.

Svc Manager is supposed to call me tomorrow... I presume to advise me that they are ordering me a new wheel and on how they are going to fix the damage to the hood.

We shall see.

What a truly horrible experience! I think you are in the right for this. They should do whatever it takes to return your car in the condition that it was left in. If all else fails, maybe you should involve your insurance company? Do you have comprehensive coverage? As much as door dings are covered under this, I don't see why damage while in possession of the dealer won't either. Maybe someone else with more knowledge can chime in on this possible route? That way the you can go to you own body shop and have the rim replaced yourself. Your insurance will cover you while they fight to get that money from the dealer or the dealer's insurance.

[440xiGCMsport]

Originally Posted by jmg

What a truly horrible experience! I think you are in the right for this. They should do whatever it takes to return your car in the condition that it was left in. If all else fails, maybe you should involve your insurance company? Do you have comprehensive coverage? As much as door dings are covered under this, I don't see why damage while in possession of the dealer won't either. Maybe someone else with more knowledge can chime in on this possible route? That way the you can go to you own body shop and have the rim replaced yourself. Your insurance will cover you while they fight to get that money from the dealer or the dealer's insurance.

don't contact insurance! Tell the dealer that this is their last chance to get it right before you contact BMWNA about the problems you are having with this dealership. If that doesn't work than contact lawyer.

[jmg]

Originally Posted by 440xiGCMsport

don't contact insurance! Tell the dealer that this is their last chance to get it right before you contact BMWNA about the problems you are having with this dealership. If that doesn't work than contact lawyer.

Curious as to why not call insurance? Isn't this type of service what you are paying for? Honest question, if there is a reason, I'd like to know for my own good.

[440xiGCMsport]

Originally Posted by jmg

Curious as to why not call insurance? Isn't this type of service what you are paying for?

why make a claim when they are the ones who caused the problem and should be paying to fix it. Insurance may not raise your rates the 1st time you make such a claim but if you make a few more of these type of door ding claims or comprehensive claims they will audit your account and then will raise your rates.

[jmg]

Originally Posted by 440xiGCMsport

why make a claim when they are the ones who caused the problem and should be paying to fix it. Insurance may not raise your rates the 1st time you make such a claim but if you make a few more of these type of door ding claims or comprehensive claims they will audit your account and then will raise your rates.

Thanks for the info. Will the risk of causing a rate increase be bigger or smaller than the cost of the loss and/or the lawyer? It sounds like insurance is one of the last ditch efforts.

[DitDah]

Originally Posted by 440xiGCMsport

don't contact insurance! Tell the dealer that this is their last chance to get it right before you contact BMWNA about the problems you are having with this dealership. If that doesn't work than contact lawyer.

A bit late on this point. I've contacted BMW NA ...for the second time now. to keep them advised as to the current situation. Funny how the Svc Manager contacts me each time after I contact BMW NA. I'm just looking for final resolution.

[440xiGCMsport]

Originally Posted by DitDah

A bit late on this point. I've contacted BMW NA ...for the second time now. to keep them advised as to the current situation. Funny how the Svc Manager contacts me each time after I contact BMW NA. I'm just looking for final resolution.

BMWNA most likely will take care of you because this case is pretty open and shut for them. Also dealerships lose big money if customer service drops due to complaints. BMWNA pay each dealership money based on customer satisfaction of that dealership.

[440xiGCMsport]

Originally Posted by jmg

Thanks for the info. Will the risk of causing a rate increase be bigger or smaller than the cost of the loss and/or the lawyer? It sounds like insurance is one of the last ditch efforts.

How much will a Lawyer charge you to write up a letter to get dealerships attention?
How much do you think it will cost you if you make a few comprehensive claims and they decide to raise your insurance.
If you win the case can you not recover your lawyer fees when you win?

[Orion4]

Assume when you last talked to BMWNA, you told them about deale? telling you about the BMW ceramic coating issue. What did they say about that. Never heard of BMW treating with ceramic coatings from the factory. That would typically be a Dealer Option and if it was not listed on your window sticker or build sheet- I call BS or the SVC manager is an idiot!

[DitDah]

Originally Posted by Orion4

Assume when you last talked to BMWNA, you told them about deale? telling you about the BMW ceramic coating issue. What did they say about that. ...

Each time I've talked with BMW NA...they didn't seem interested in much detail. They pretty much wanted dates...and general complaints. Never mentioned the ceramic coating to them. I complained that my car went in for a humming noise and the FT Pass wheel was getting repaired of some curb rash. ...I've had to take it back what...3 times...going on 4...since that time and each time more damage has occurred to the paint on the car...windshield...interior door trim and grills. I told them to make me happy I needed a wheel replacement since the wheel specialist stated he could not fix the damage he caused on the barrel...and I told them I wanted the hood repainted to BMW spec and standard. I mentioned they already replaced the windshield, grills and door handle...how much more of a stretch would it be to do the right thing and replace the wheel and make my hood as it was when I put them car in their care.

...as far as the ceramic coating. I've brought that up with the svc rep...he needs to advise me on what kind of clear my car has...because that will play into if I'm going to finally accept the door ding repair. I'd bet the door ding repair did NOT use ceramic clear to finish off the door repair. So...they have a bit of a pickle there.

I think I'm getting the wheel...not sure what is going to happen to the hood...but I do know whats going to happen if I'm not happy.

[DitDah]

19dec17
• After texting svc rep…he asked me to send a picture of any wheel on my car…for the parts dept. He advised that the svc manager would call “tomorrow” (20dec17) to discuss.
21dec17
• Have not received a call from svc dep manager yet.

[DitDah]

22dec17
• Have not heard anything from BMW NW Svc Rep or Svc Manager after daily requests for an update.

...ok...later same day...

• Svc Rep txt’d me advising that the wheel has indeed been ordered and should be in next week. He was “shocked” the svc manager hasn’t contacted me yet but advises we can address any other concerns (the hood paint damage) when I come in to get the new wheel.

I would appreciate some input from you folks. After I get this new wheel mounted and balanced... the last thing (as long as they don't caused more damage... yet again) is the chips in the paint on the hood. My fear is...after all these visits and failed attempts to correct damage caused while under the care of BMW NW...that something else will happen. What would you all suggest going forward? Personally, I think it more than appropriate to ask them to refinish the hood to BMW spec and standard. For my troubles...and for all the anxiety and stress...not to mention all my time wasted...I want something else as a good faith gesture to at least try and repair their reputation with me. I'm thinking a warranty extension. I think 2 additional years would be appropriate. I am not sure if they can do that... what do you think? I also want my gas tank filled...and, wouldn't it be great if they, for all my troubles...gave me vouchers for a few additional fill ups as well. No...i'm not holding my breath...just thinking out loud...sort of...

I mean...it's not like I ever intended to get something for free...but it's the principle behind it all. I really want and need them understand that they can't treat customers like this. Completely unacceptable...and this wasn't handled correctly from the beginning IMO. Doesn't matter if it was a BMW or a Toyota or whatever.

Opinions on what do you think is "reasonable and realistic" going forward? I do understand that things I may ask for going forward may dip into unrealistic levels...however, I don't actually want to drag this out any further than it has to be.

[wheen]

The ceramic coat might be Permaplate. I noticed many cars from BMW Seattle, BMW Bellevue, and BMW NW had Permaplate pre-installed. It’s sort of like lo-jack, a dealer installed add on to inflate the sale price of these cars.

Check your car purchase paperwork to see if you have it. Permaplate is actually a combo of ceramic coating plus some sort of paint protection insurance so maybe they can help if you did buy it?

[DitDah]

No...nothing like that selected or ordered when I spec'd the car. So, I'm guessing there is no from factory ceramic clear coat. I'll be discussing this point a bit with the dealership when I go in to get the wheel replaced after it arrives next week.

[DitDah]

Small update to those interested. I was told on the 2nd of January that the wheel is in. They will let me know as soon as a loaner is secured. Today is the 7th and I haven't heard back. I don't expect to hear anything until my svc rep returns on Tuesday... I think it's ridiculous to wait a week or more for a svc loaner to become available...and annoying that I have to keep prodding for updates and information.

[DitDah]

So...little update. I last contacted BMW NA on the 18th of Dec to complain about the latest issues. They told me they'd get back with me within 5 business days. They never did. So I followed up with them today.

I requested to formally complain about the dealership again. They said they would note that. They said they would also "reach out" to the dealership again...but that is all they can do. "...It's not a manufacturing issue..." so they can't do much other than "suggest" to the dealer to contact me.

I was under the impression BMW NA had a lot more influence with the local dealers...apparently not.

[DitDah]

Svc Rep finally responded to my inquiry(s) yesterday. He apologized that no loaner is available yet...he's "been buried"...

I do understand being slammed for work...but I get the impression that I'm being made to take a back seat to other customers in line for a loaner. I may be wrong...but that is my impressions. I mean...come on...over a week waiting on a loaner so they can swap a wheel for me? I still don't understand why I need the loaner...maybe they plan on keeping the car to deal with the paint damage. Would be nice if they discussed with me first so I had a clue.

[Niart906]

Originally Posted by DitDah

Svc Rep finally responded to my inquiry(s) yesterday. He apologized that no loaner is available yet...he's "been buried"...

I do understand being slammed for work...but I get the impression that I'm being made to take a back seat to other customers in line for a loaner. I may be wrong...but that is my impressions. I mean...come on...over a week waiting on a loaner so they can swap a wheel for me? I still don't understand why I need the loaner...maybe they plan on keeping the car to deal with the paint damage. Would be nice if they discussed with me first so I had a clue.

They are pushing a loaner onto you? That seems suspect. Just call, make an appointment and tell them you'd like to wait. Shouldn't take more than 20-30min max.

[bbq]

Originally Posted by DitDah

22dec17
Personally, I think it more than appropriate to ask them to refinish the hood to BMW spec and standard.

Why would you ask them to do that when they already showed you repeatedly that they aren't able to repair any paint damage to any standard? How are you actually going to verify that it was done according to bmw spec?

Your best path going forward is to take the car to a body shop that you trust and get a quote. Send that bill to the dealer yourself or have your lawyer does it for you. If I were you i won't take my car back to the dealer for whatever reason.

[DitDah]

Originally Posted by bbq

...Your best path going forward is to take the car to a body shop that you trust and get a quote. ...

Me thinks this is a good way forward. Thank you!