Totally botched customer service
I purchased a 2008 BMW certified 328xi Sport Wagen from BMW of TC. Discovered a whistling noise within weeks of purchase, coming from the panoramic moon roof, it occured above 40 mph after bring it in for service leaving the lot and finding that it wasn't fixed(they replaced seal), numerous phone calls and missed expectations for return calls and follow ups, I finally reached out to management, who was sorry but really didn't help. I brought it back.They said because I replaced the radio with an aftermarket they couldn't adjust the settings of the moon roof. They were aware of this before I brought it in the 1st time. I am not as upset that they couldn't fix it as I am that I felt totally dismissed. Not that I need to be treated like a king, but come on...a premium brand and I have to *** everyone down to get resolution to this problem. Was told that nothing more could be done. Also, there was not a second key to the car when it was delivered in July, it is now middle of Feb and I have made my upteenth call to have it sent to me. Again, promises not fulfilled. I moved to Grand Rapids and on a whim took it to another BMW dealership, lo and behold, the seal that had been replaced had slipped out of position, they put it back and placed glue on it to hold in place. Done, no more whistle. Drove out of dealership and left message for TC General Manager, who pushed my call to someone else, who took several days to call me back. So, I see now why the rest of the organization takes customer service so lightly. It comes from the top. This is my second BMW and I will consider a third, but will never purchase a vehicle from BMW of Traverse City. Julius Sleder must be rolling over in his grave.
Grand Rapids, Michigan
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