Nightmare dealer situation (Updated)

[GreyM340i]

All those communications don't matter. If the dealer charged it internally and there is no out of pocket cost to the customer or a third party warranty...2 year parts and labor through BMW is not valid. The dealership would have to pay for any warranty repair out of their own pocket which I would not trust.

I’m pretty sure I trust them if it’s an engine issue that they touched and admitted to causing the issue and fixed on their own invoice.. Worst case I’m sure a lawyer would help as it’s all documented. At this point hopefully I will never need them and the car runs as it should.

[bigjae46]

Even if it says 2 year unlimited mileage warranty on my invoice? The service manager said they have to have everything they did on the invoice including all parts replaced for the 2 year warranty. This was a well documented situation with emails, invoices, texts and they also had my car for over 5 months. The whole dealership knows about my M3. Lol

All those communications don't matter. If the dealer charged it internally and there is no out of pocket cost to the customer or a third party warranty...2 year parts and labor through BMW is not valid. The dealership would have to pay for any warranty repair out of their own pocket which I would not trust.

[GreyM340i]

Probably. Did you pay anything on the invoice where the repair was done? If not you get zero warranty. There has to be some out of pocket expense. If you paid zero, I would see if the dealer could charge you $50. That way you'd get the 2 year unlimited mileage warranty.

If there is ever a zero dollar goodwill or out of warranty repair...always offer to pay something so you get the 2 year warranty.

Even if it says 2 year unlimited mileage warranty on my invoice? The service manager said they have to have everything they did on the invoice including all parts replaced for the 2 year warranty. This was a well documented situation with emails, invoices, texts and they also had my car for over 5 months. The whole dealership knows about my M3. Lol

[bigjae46]

I don't know if I would blame the stealership so much. Sounds like the bigger problem is BMW itself with their nonsense policies.

Can you imagine if you applied this kind bull crap in another field? Lets say you go to the hospital and need emergent surgery but the surgeon tells you he wont operate on you because there is a chance your insurance will deny your claim because he gave you 10 mL of numbing medicine instead of the recommended 12 mL and 3 stitches less than the usual. Now you have to shop around at another hospital or pay out of pocket for your surgery.

It's the car dealership business. Lots of crooked stuff going on. To BMW's defense, they need to audit because their warranty costs would be out of control. Also to BMW's credit, they will warranty stuff that most other manufacturers won't. BMW has a higher standard of performance. If there is truly an issue then BMW does commit to fix it. And BMW does step up and extend warranties on crappy parts like water pumps. I don't have much of an issue with BMW.

Really it is all about how competent and customer oriented the particular service department is. If your service advisor and shop foreman are lazy then customers will get screwed...problems won't be fixed and they will find ways to not cover stuff under warranty.

[bigjae46]

This repair was done out of the dealerships pocket. At least that’s what they told me. It’s 4 pages of parts and knock on wood however so far it’s running super smooth. I’m talking it easy for the first 1200 miles and will also send the oil sample into BlackStone for testing. The dealership has been great and when my 2021 M340 is up I will be ordering another car from them for sure. I could have been super screwed in this situation if it went the other way.

Probably. Did you pay anything on the invoice where the repair was done? If not you get zero warranty. There has to be some out of pocket expense. If you paid zero, I would see if the dealer could charge you $50. That way you'd get the 2 year unlimited mileage warranty.

If there is ever a zero dollar goodwill or out of warranty repair...always offer to pay something so you get the 2 year warranty.

[George Hill]

The point is that BMW has a procedure for every repair to cover their butts... if they say you need to replace the oil pan bolts, you didn't and the oil pan gasket leaks why should they pay the bill to replace the gasket? Most people are motivated by money and hitting them in the pocket book is the best way to achieve that goal.

Back in the mid 2000s when I worked at the dealer, techs screwing warranty was rampant (and still is in another fashion), and BMW got tired of it. As a buddy said it at the time... Techs eff them and the eff back, but the eff harder. At the end of the day, if you follow the rules generally it works out ok for everyone.

To Maxima's analogy... if the procedure requires 12mL and you give them 10mL and something goes wrong should you not be responsible for that outcome?

[Maxima SE]

The nickname “stealership” is well earned, over thousands of customers and multiples of that in currency; which makes this story so heartwarming (it being Christmas and all…)

maw

I don't know if I would blame the stealership so much. Sounds like the bigger problem is BMW itself with their nonsense policies.

Can you imagine if you applied this kind bull crap in another field? Lets say you go to the hospital and need emergent surgery but the surgeon tells you he wont operate on you because there is a chance your insurance will deny your claim because he gave you 10 mL of numbing medicine instead of the recommended 12 mL and 3 stitches less than the usual. Now you have to shop around at another hospital or pay out of pocket for your surgery.

[maw1124]

so basically create a system where two parties can point the finger at each other and the customer gets bent over in the middle of it all. Wouldn't expect it any other way.

The nickname “stealership” is well earned, over thousands of customers and multiples of that in currency; which makes this story so heartwarming (it being Christmas and all…)

maw

[Maxima SE]

Any part on the invoice which fails due to a manufacturing defect has a 2-year unlimited mile warranty which includes consequential damage. For example, if the oil pump fails due to a manufacturing defect in 23 months and caused the engine to seize, BMW will warranty a replacement long block. The interpretation of consequential damage will be as good as the shop foreman and service advisor.

Getting any other warranty or guarantee beyond that is a pipe dream...don't even bother.

Most of all you better hope the dealer stories out the work correctly. For warranty coverage, you have to prove you followed the BMW repair instructions to the letter. If the oil pump fails...repair instructions state to replace the oil pan bolts but the correct part number was not billed on the invoice where the repair was done...claim denied. If you get rod bearings and then the motor seizes...where are those plastigage measurements? Don't have them? Claim denied.

There in lies the issue. If BMW comes back and audits the dealership...I meant "when"...and then they find any little thing wrong with the repair paperwork, BMW NA will do a chargeback to the dealer. So the dealer eats the cost of the repair. You better believe BMW NA audits those higher dollar repairs. Which is why you will find it difficult to get a shop foreman to sign off on a warranty engine replacement. They don't want to take the risk.

so basically create a system where two parties can point the finger at each other and the customer gets bent over in the middle of it all. Wouldn't expect it any other way.

[GreyM340i]

Any part on the invoice which fails due to a manufacturing defect has a 2-year unlimited mile warranty which includes consequential damage. For example, if the oil pump fails due to a manufacturing defect in 23 months and caused the engine to seize, BMW will warranty a replacement long block. The interpretation of consequential damage will be as good as the shop foreman and service advisor.

Getting any other warranty or guarantee beyond that is a pipe dream...don't even bother.

Most of all you better hope the dealer stories out the work correctly. For warranty coverage, you have to prove you followed the BMW repair instructions to the letter. If the oil pump fails...repair instructions state to replace the oil pan bolts but the correct part number was not billed on the invoice where the repair was done...claim denied. If you get rod bearings and then the motor seizes...where are those plastigage measurements? Don't have them? Claim denied.

There in lies the issue. If BMW comes back and audits the dealership...I meant "when"...and then they find any little thing wrong with the repair paperwork, BMW NA will do a chargeback to the dealer. So the dealer eats the cost of the repair. You better believe BMW NA audits those higher dollar repairs. Which is why you will find it difficult to get a shop foreman to sign off on a warranty engine replacement. They don't want to take the risk.

This repair was done out of the dealerships pocket. At least that’s what they told me. It’s 4 pages of parts and knock on wood however so far it’s running super smooth. I’m talking it easy for the first 1200 miles and will also send the oil sample into BlackStone for testing. The dealership has been great and when my 2021 M340 is up I will be ordering another car from them for sure. I could have been super screwed in this situation if it went the other way.

[maw1124]

^^^ that's the best explanation of warranty work inner workings I've ever seen. Maybe MB isn't quite as persnickety, which is why I've never heard it in those circles. But still. Thanks for that. Hopefully I'll never need it.

😂🤣

maw

[bigjae46]

I remember reading your post when this first happened and it sucked to read. I'm glad that they are headed towards the right direction. I would suggest asking them to take photos of the parts going in and also extending the bmw parts warranty for at least two years (which they offer to all their parts) for the whole engine.

Any part on the invoice which fails due to a manufacturing defect has a 2-year unlimited mile warranty which includes consequential damage. For example, if the oil pump fails due to a manufacturing defect in 23 months and caused the engine to seize, BMW will warranty a replacement long block. The interpretation of consequential damage will be as good as the shop foreman and service advisor.

Getting any other warranty or guarantee beyond that is a pipe dream...don't even bother.

Most of all you better hope the dealer stories out the work correctly. For warranty coverage, you have to prove you followed the BMW repair instructions to the letter. If the oil pump fails...repair instructions state to replace the oil pan bolts but the correct part number was not billed on the invoice where the repair was done...claim denied. If you get rod bearings and then the motor seizes...where are those plastigage measurements? Don't have them? Claim denied.

There in lies the issue. If BMW comes back and audits the dealership...I meant "when"...and then they find any little thing wrong with the repair paperwork, BMW NA will do a chargeback to the dealer. So the dealer eats the cost of the repair. You better believe BMW NA audits those higher dollar repairs. Which is why you will find it difficult to get a shop foreman to sign off on a warranty engine replacement. They don't want to take the risk.

[Irhase46m3]

I remember reading your post when this first happened and it sucked to read. I'm glad that they are headed towards the right direction. I would suggest asking them to take photos of the parts going in and also extending the bmw parts warranty for at least two years (which they offer to all their parts) for the whole engine.

[tlow98]

Yeah thank god it was a positive outcome. Too bad it’s December now. Can’t really enjoy it.

Sad to say, but snow tires on my imola
coupe was prolly some of the most fun I had in that car! 17” 225 section rears… the thing was a hoot like that, even when dry.

very happy for you, OP!

[GreyM340i]

Wow, I still remember the dealer supervisor said the engine was turned off by the low oil pressure detected by the sensor but then they had to replace all of these parts.
Great job of put up the fight. Good luck with the 'new' engine.

Yeah thank god it was a positive outcome. Too bad it’s December now. Can’t really enjoy it.