BMW Group Avis 31

For 3 weeks I have attempted to extract some simple information from BMW Customer Services Farnborough.
No answers.
I sent three emails and called the personal mobile of BMW Corporate Communication Director
I did not expect a direct response - but hopefully contact from someone asking how can I help
Nothing - how rude and arrogant - Customers are obviously not valued in the BMW Group anymore
Go elsewhere with your custom

Hi there

I hope that you can pass this onto someone who can look into and provide help and some clarity .

I am highly disappointed with the service I have received from Glenelg BMW.
I have a 2021 BMW X1 and have been taking it to Glenelg for its regular servicing.

Being a female and not knowing cars and how often brakes should be changed I have now gone through my 2nd rear brake change in less than 1 year (front as well)

When I mentioned this to family and other mechanics they were baffled as to how this is even possible . When I serviced my X1 recently they mentioned I needed to replace my rear brake pads again , I said this does not sound right as I had recently changed them last year I will not pay again for new brakes.

The representative said let me check , oh yes that’s right - I’ll speak to the service team and get back to you .

Called me back and said they will investigate and see if there are perhaps any issues with the handbrake as should not go through that quick .

I then received a text to say my car is ready for collection .
Went to pick my car up and he said they reset the handbrake and will re assess when my car alert comes back on and gets sent back in.

I said I will not pay any additional funds for new brakes as I feel this is a fault of BMW that should have been rectified the minute they noticed my first brake pads wearing so quickly .

I also asked if I could take this further and speak to a manager or what I could do ,he said there is nothing I can do.

I got an alert on my app that my car brake is due for a check up / follow up .

Booked in with BMW this morning for a check , dropped car off , I got a loan car and signed . Nothing mentioned of replacing brake pads nor price .

I then received a text saying car was ready , went to go collect car.

They had replaced brakes with no explanation or authorisation not even a mention about the check or price.
I said to the representative , hang on- I brought my car in to be checked , he said no it was booked in for pad replacement , I said no this was not discussed or even mentioned let alone a price quoted .

I said if I knew this, I would have booked and replaced them elsewhere .
I asked do we even know what the issue is and why my brakes are wearing so quickly .

There was no fault found apparently . He asked how I drive my car and perhaps brake hard.

I kept my tears back , paid the $977 and walked out . I am beyond furious and upset, I feel like a female with no voice because I know nothing about cars.

I cannot afford un budgeted bill and have no confidence in BMW in Glenelg . Being a young single mother with 2 girls , I feel like I have been taking advantage of and cannot afford this

Really great service I have received yet again from group 1 bmw hailsham.They always go above and beyond to service my car and maintain it.Big thanks to Gemma and all the service team and mechanics for helping me with my bmw x3 today 10th June 2024.Highly recommend.thanks from mr brooks.

Habe der Compliance-Abteilung der BMW AG einen eindeutigen Rechtsverstoß von deren 100%-iger Tochter Automag gemeldet. Das war denen wohl nicht Rechtsverstoß genug. Jedenfalls hat die Compliance-Abteilung das schon nach einem Tag an deren "allgemeine" Kundebetreuung weiter gegeben. Die wiederum hat das nach einer Woche an Automag weitergeleitet. Angeblich würden die das Problem lösen. Dort ist das Ganze dann aber, wie nicht anders zu erwarten gewesen ist, versandet.

Sieht also ganz so aus als hätte die BMW AG kein Problem damit, dass sich eine 100%-ige Tochter von denen im Zweifelsfalle nicht an die eigenen Verträge hält. Konkret hat man mir bei einer Bestellung bei der explizit "unverbindlich" angekreuzt gewesen ist und der nicht nur eine Widerrufsbelehrung beigelegen hat, sondern auch gleich ein vollständig ausgefülltes Widerrufsformular, eben diesen Widerruf mit absurden Argumenten verweigert. Und wie um mir zu beweisen, dass das kein Ausrutscher gewesen ist, habe ich dann von Automag noch ein Angebot für einen Reifensatz zum halben Preis erhalten, das aber offensichtlich an die Bedingung geknüpft gewesen ist, dass ich meine Bewertung bei Google lösche. Jedenfalls hat man mir den diesbezüglichen Termin kurzfristig ohne Angabe von Gründen abgesagt, nachdem ich mich geweigert habe vorher noch einmal mit diesem netten Herren von Automag zu telefonieren. Genau der ist es im übrigen auch gewesen, der mir verschwiegen hat, dass das Auto, das ich bestellt hatte eine Auslieferungssperre hat. Stattdessen war nur verniedlichend von einer technischen Maßnahme die Rede. Sprich: Automag hält sich offensichtlich nur dann an die eigenen Verträge wenn es für die von Vorteil ist. Bezeichnenderweise habe ich von Automag nie eine Entschuldigung bekommen. Stattdessen immer nur der Hinweis auf den "bösen" Hersteller, als ob ich mit dem einen Vertrag abgeschlossen hätte.

Schon traurig, dass man selbst bei einem Tochterunternehmen von einem DAX-Konzern vor derartigen Geschäftspraktiken nicht sicher ist. Und vor allem, dass das diesen DAX-Konzern genauso wenig zu interessieren scheint wie Automag selbst. Das mit der Complience, mit der sich die BMW AG auf der eigenen Webseite brüstet, ist wohl nicht mehr als ein Lippenbekenntnis. So etwas nennt man wohl Withe-Washing.

Renner der Neuzeit- unschlagbar - bricht alle Rekorde machen immer was du willst - 🌈🌊

I have just visited the BMW group 1 in Bedford for my service and I really can’t rate them enough. Great customer service, very knowledgeable staff and excellent all round. I was led to the waiting area where I could carry on my work and a majority of the people that passed me did ask if I was ok and if I required anything. They cleaned my car for me which was a bonus. 👍🏻👍🏻

The worst service you could think of, my car had set on fire so I called my insurance, then thought I would call BMW UK and they took it upon themselves to take my vehicle here to which I would expect to find out why it had set on fire, then I was told they would only be checking the potential recalls and told that the egr cooler and heater blower wiring was not to blame for this

Derek from Hailsham advised me I would need to pay £450.00 to investigate for the first 2 hours

I didn’t agree with this as it’s odd the way it happened and how quick they took the car I thought they knew something I maybe didn’t

After refusing to pay £450.00 Derek had been given authorisation from bmw uk to find the cause of the thermal incident (20th dec 2023 16:45)

I was relieved then as I had seen the email and thought they would find the cause,

27th December Derek calls to ask how I put the fire out and that the inlet had a hole in and will keep me updated with findings

To which I would think they are looking into the cause and from then until the 2nd January 2024 I received an email saying they would not look into it any further and that it was my job to investigate or get hold of the insurance.

I’m unaware at the moment of what changed in that time but the service received and lack of communication between them, bmw uk and myself is appalling.

I have escalated it as far as I can and currently investigating the car myself to see what has happened and if it was a manufactured defect have they covered it up like some others on the internet and forums. (PVC/CCV valve wiring or crank case wiring)

(Z4-forums - Engine bay fire)

I won’t let this go after being so mistreated and would like to warn anyone that has a similar experience to make it known and get an independent non biased person to look first as many BMWs that are causing fires won’t get known about because they want the insurance to look or write the car off without finding the actual root cause. (If the car hasn’t melted to the ground)

Nothing but stress the whole time dealing with them and now left to cover it myself which wouldn’t have been an issue if they didn’t say otherwise.

Had my car from the 2nd December until the 9th January just to tell me what they already knew at first.

I’m unsure if they have done anything untoward to cover a defect without my knowledge yet but I will know very soon, as have I taken it as far as I can already with the motor Ombudsman.

Avoid at all costs, the reviews online and response from them says it all.

The communication between Donna walker, Derek Ashford and whoever else involved should be ashamed

This is my personal experience with the purchasing department. It is absolute impossible for a small company to generate business with the BMW Group as they are expecting a huge amount of information and registration data, that is not possible to fullfill for smaller companies. The Enduser Department on BMW side has already fixed everything with our company, the price, the condition, the delivery...everything has been spoken about and then came the purchasing department. But instead of saying: it is okay we dont need all the numbers in our system, the most important IDs are available. No they just say to their employee to look for another Vendor. Sorry, but this is ridiculous. Very innovative behaviour, not!

BMW have marketed their cars as “the ultimate driving machines”. It’s a shame their administration doesn’t follow the same mantra.

I recently received an “Important - Vehicle Safety Recall” and followed the letter’s advice by going online to their website to book in to have it checked and corrected.

However, the website hasn’t worked for two weeks, and when I just called BMW direct, the next time they can get me booked in is the 21st March 2023, which considering the letter has a big red sign saying “Important – Vehicle Safety Recall”, one would think they might be able to look after that a bit quicker..? Whilst I am generally pleased with the car, I have had to replace the four alloy wheels on my car as the runflat tyres hit a bump or a pothole and simply crack the alloys. This is simply not good enough and I shall not be buying another BMW in the future.

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Nice website. Objective, Individual, Informative, Nice Looking, Great company to relay on. Keep making the auto industry the better place.