map-marker Sandwich, Illinois

No Service after the sale unle$$$$$$

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In September my wife purchased a "NEW" 2015 X1 with 10k miles on it. Fully inspected so we were told by Bill Jacobs BMW staff. We test drove the unit and made the purchase, trading in our 201* 328ix. After a bit of driving the vehicle we started to notice a pull in the front end, like it was out of alignment. Some time passed we left the country for a couple of weeks and upon our return after driving for a couple of weeks started to notice the pulling to be a bit worse. We have owned the vehicle less than 90-days and put less than 3,000 miles on it but, were told by the service tech, the only way it could be inspected and/or serviced for an alignment was with a charge of $299. Called another dealership who told us they would only charge $189, also a local independent who would charge $129 and offer a free inspection. After becoming a bit upset I called back and spoke with Karen in service (she said the service mgr. was tied up and could not speak to me). So I asked for the Gen. Mgr. Brian's voice mail (which I left a message on) stated he does not work on Fridays. So, I then called back and asked for a Gen. Mgr. on-duty and spoke with Louie, he took my information and said he would see about things with the service mgr. and call me back. I am still awaiting that call back and the call back from Brian's voice mail said would come today, "on Saturday" his V-M says! I don't even know if there is a problem with our new vehicle but, BJ staff supposedly inspected this vehicle before our purchase, we have had a pulling sensation since day one and while we may have procrastinated a dealership should not only stand behind their inspection but also, support a new customer. I had heard some "bad" things about the BJ service and staff support but, I ignored them. I will not ignore them any longer and after we have the vehicle checked at our local independent, we will be pursuing another mfr. for a replacement vehicle within the next 12-months. The Bill Jacobs BMW dealership has totally changed our attitude towards BMW and we will never again make that mistake!
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  • Lack of regard for a problem with a new vehicle
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Kristiann Tkz
map-marker Naperville, Illinois

Misrepresented work mislead warranty

After buying a BMW I was getting some indications that some general service work needed to be completed. After bringing my car into the local BMW dealer, Bill Jacobs BMW, my work was completed under warranty as well as additional items that they told me that needed to be fixed. Some of the items like breaks were also fixed and I was told that they were covered with the maintenance agreement that came with the car. I was surprised to learn that breaks were covered because they are not normally covered. I remember being told by the staff at BIll Jacobs BMW that BMW maintenance agreement is real good and covers a lot of stuff not typically covered. A month or so later I was getting calls from Bill Jacobs BMW letting me know there they had additional service recommendations. I did not ask for their recommendations. I did not initially come in due to other commitments. After their persistence in calling me (they called at least 3 times) I agreed to bring the car in for the work. At that time my battery was going defective and I asked them to look at that as well and i was told it needed to be replaced. I was asked to sign an agreement authorizing them to work on my car. Those were the exact words used by the service advisor. I signed the agreement. Never one time did he say these are the services we will perform in your car and this is the cost for the service for each issue. It was simply sign the agreement to authorize the work. When I went to pick up the car after the work was completed I was astonished when I was handed a bill for almost 1360.00. I refused to pay the bill as the dealer never told me this service was something that was to be paid for. The service advisor never went over the estimate outlining what the costs were. The whole time I was under the impression this was warranty work. Afterwards they showed me the work order with prices but I assumed they were what were being billed back to BMW to cover the cover their costs. I figured if I were paying it would have come up somewhere. They were very deceptive but released my vehicle without any hesitation. I received a phone call from Grant Paullo the GM. Mr. Paullo was condescending during our conversation but willing to knock off the a few hundred dollars as if he was doing me a favor. I still felt since their employee was not up front and the charges for the services they provide were extreme compared to what I could have purchased the services for elsewhere I did not feel like they were being fair. I was willing to pay some of it but when he agreed to knock a bit off it was a take it or leave it. I went out of town for a few weeks on a business trip. When I returned I received a call from the Naperville police who were threatening to arrest me for theft of service if I did not come up with the full amount in 36 hours. After I consulted an attorney who advised me that this is a civil matter and not a criminal matter I decided to tell both the police and Grant Paullo I would not be bullied by them. Then a warrant was issued for my arrest. Now I feel as if Bill Jacobs BMW as well as the Naperville Police department for getting involved in a civil dispute is bullying me. How could it be a criminal offense if they released the vehicle? I never demanded it or threatened them in any way to turn it over. So how could I have stolen something? I would think they have an obligation to explain their services and be abundantly clear when work is being done outside of the warranty. Both the service manager and Grant Paullo hung their hat on the fact that their guys are well trained so they were assuming the misunderstanding was on my end. But it does not matter how well trained their guys is because he did not disclose that I was responsible for the repairs regardless of what was signed. Furthermore as far as the police investigation there really was not one Bill Jacobs BMW filed a complaint and I was arrested. There was zero investigation. Even when I spoke to the officer who issued the warrant after I told them my side of the story he said they said that would be your response. That it was my word against theirs. Seriously how can they investigate my word against theirs? There are only 2 people who know for sure what happened the service advisor Brad and myself. The service manager and general manager who were so very confident that Brad indicated these were paid for services were not present during the discussion when the car was dropped off.
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1 comment

I believe every word of your complaint.

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