Karson Rky
map-marker San Francisco, California

BMW of San Francisco

Routine service resulted in an additional major engine issue that did not exist when the car was dropped off for service. I dropped my car of for routine service on 6/5/13. I retrieved my auto the evening of 6/5/13, paid for the services rendered ($569) and left the facility only to find out after 5-10 minutes of leaving the facility, that the auto would not engage in reverse. I immediately returned to the facility and allowed them to keep my car overnight (6/5/13) to diagnose. The Assistant Service Manager I worked with was Janice. C. Abad. After many inquires I had to make the following day, 6/6/13, they determined my entire transmission would need to be replaced due to this issue. I had never experienced an issue with engaging reverse with my auto, and the problem only surfaced immediately after picking my car up from their facility on 6/5/13. After 5+ calls to the facility for resolution over a 2 day period, the Service Manager (Patrick Day) and I discussed the issue and he would not take responsibility for repair. Mr. Day offered a modest discount only to resolve the issue, without accepting responsibility. Total final offer to resolve amounted to $4,095. It is important to note that I had never experienced an issue with the transmission, that my visit to the facility was for routine maintenance and not to repair the transmission. Upon noting the problem with reverse, I immediately returned to the facility without delay (5-10 minutes only). It was my intent for them to identify what the issue was, accept responsibility for the issue, and repair the issue. Simply put, this did not take place and it required my repeated attempts to engage and get an answer from them.
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