Another service advisor rant!!!

Bluewater M5 · 22nd February 2002, 20:26

After reading so many post recently of service department taking our cars for joyrides, I went to the dealership prepared. It is just my 1200 mile service so no big deal. I went into Allison BMW and made sure my SA knew that I didn't want my car test driven or given a car wash. He agreed and no other comments were made. Upon completion of the paper work I spotted a discrepancy in the mileage. The actually mileage when I dropped it off was 1508. He entered it in as 1510. I confronted him and he got really defensive. He implied that I could go to any other dealership if I wasn't happy with their dealership. I responded by saying that I heard stories of joyriding and that I wasn't saying his dealership has done anything wrong. Apparently he took this as an attack on him. He totally had attitude after that. I just don't understand why?? We do own $80,000 cars right? So, call me crazy if I care what they do to my car. I will not give his name out but I will say his name starts with a "R". I actually asked for this guy because some guys on this board recommended him. So I was wondering if you guys had much better experiences with the other dealerships in the bay area. Dan and Greg, I remember briefly, that you said Peter Pan was good. Are there any SA you could recommend. Maybe even some good SA at Allison. Please restore my love for BMWs, because after this experience I am seriously thinking of not ever getting a BMW again. Apparently, Lexus is much better. At least that is what everone is stating.

SWing · 22nd February 2002, 20:54

I hear you Jimmy...

Recently, dealers in CA, esp Northern CA have gotten too complacent and arrogrant. Gone are the days where M5 / M3 are commanding over 20k over MSRP. They need to recognize that current owners are revenue stream. We are the one that bring our car in for service etc. Even if its for something under warranty, BMW will pay them back.

I hope that something could be done to improve the quality of the service that potential and existing customers are receiving. Unfortunately, they do make excellent cars and despite all their shortcomings...this is my 3rd BMW....

what a sucker huh

Sugi

Bluewater M5 · 22nd February 2002, 21:00

I think it is very unfortunate. They have so many customers that eventhough they may lose a few like myself, there are many more waiting in line. I guess I come to realize that BMW NA will not improve their service even after so many complaints. If you dont this is true why does the service departments stay this way? If they really wanted to something about it, it would of been done. If I were BMW NA I would strive to beat Lexus. No such luck.

DarkStar · 22nd February 2002, 21:46

Jimmy,

I don't know if it will make you feel any better, but I have had numberous problems with R**l as well. He used to be a service manager, but since has been demoted back to a writer (wonder why).

Talk to Steve Belli at Allison. He is one of the service writers who understands our "special" needs as M5 owners. He has been very detail-oriented and professional when I dealt with him.

I am in no way affiliated or trying to defend Allison....I have had my fair share of shouting matches there as well. However, I do find that some employees offer better service than others. We should all be able to go into our local dealers and get great service....

My .02

-Alex

bay area kid · 22nd February 2002, 23:12

R**l........I'll take "A" for a million, and "U" for 10 million.

DanB · 23rd February 2002, 00:48

I know the advisor you are talking about, well. He is a stand up guy and a straight shooter and has always treated me extremely well. I would guess, knowing him as I do, that any discrepancy in your mileage was an honest mistake. He has very good communication with both the techs and the car handlers at Allison, and would ensure that your requests are fulfilled. It's a shame things worked out the way they did, but I felt obligated to vouch for R.

-DanB

P.S. If you've burned a bridge, Gabe Avalos over at Stevens Creek is a good friend of mine. He also happens to be their #1 service advisor.

atomic80 · 23rd February 2002, 02:11

uh oh, I have to take my M5 in on Monday to have the brakes checked out. I better take extra steps here.

My SA at this dealership has always been good to me and I expect this trend to continue.

Need4Spd · 23rd February 2002, 02:59

Each of our cars is a revenue stream for the dealer service department. It doesn't take much bad treatment for a dealer here in the Bay Area to get on our bad side, and there are alternatives. Thanks for posting.

Bluewater M5 · 23rd February 2002, 04:44

DanB I actually never yell at this SA. I just was making some points that there was a discrepancy in the mileage. He must of taken it wrong. As for the mileage when I finally did pick up the car it was 2-3 miles past 1510. So this is probably 4-6 miles added on a service that didnt need any test driving. You can check out what happened with those miles at this thread As for the referral to Steven Creek thanks. I may try them next time. Actually I heard good things about Peter Pan.

Now in defense of my SA (Yes I am defending him) he was very nice when I found out that they damaged the rim. We will see what happens from here. I still do have my doubts.

Jacob Lee · 23rd February 2002, 05:07

my .02 cents with Allison -

that's the place where had the 40 mile "test drive", which is why they're on the bottom of my list and i no longer go there for service. although to be fair, i have also received some very good service too, but i just didn't want to risk any more "test drives".

Roal (sp?) - before he became a service manager, I actually had a couple good dealings with him. So I guess I'd give him a thumbs up too. very polite and courteous. didn't know he got demoted back.

Steve Bellami (sp?) - major confrontation with this guy and if only because of him, i will never go back to allison nor buy a car from them again; after being told that I was a BMWCCA member and also a member of this board, and that I was well aware of current M5 issues and that I wanted a possible oil leak checked on my M5 which I didn't believe was related to the "normal" oil consumption known about, he said something to the effect of "you and i aren't going to get along, i'll get you another advisor" and had the balls to refuse me service.

he further went on to say he knew all about "internet guys" like me who was spreading rumours and incorrect information. i told him i was an enthusiast and didn't care for his tone or his condescending manner in assuming all "internet board" people didn't know what we were talking about. he degraded from here to him actually asking me "you want to step out outside?" in such a tone and belligerent manner that i actually thought the ******* was calling me out to get into some kind of fist fight.

i complained and called him an *******. things totally went into the toilet from there and when the customer service manager came over, i told her what happened and i was told he meant step outside so our "talks" wouldn't be overheard by the other customers. i got a you can leave or stay choice, so i got passed off to roal (sp?).

my vindication was that they then DID find an oil leak, two of them to be exact, coming from bad seals on both the left and right scavenging pumps.