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Service Inclusive

7K views 23 replies 10 participants last post by  yellowgixxer 
#1 ·
My 2013 M5 now has 13,000 miles on the clock. In September the car informed me that it was 9,000 miles to my next service and after clocking up miles the car finally told me that I had 7,000 miles to my next service. First drive in January and the car now glows red and says Service was due in Dec.

So, I call BMW and they inform me that the service intervall is miles or age (whichever comes first). So, I book it in for service and when I drop the car they tell me it needs oil service, spark plugs and a few other bits. He asks me if I have had a quote and I say no.

If you have read the titel of this topic you realise this is about the BMW Service Inclusive. My M5 happen to have that. I checked my reg number on the BMW website and it is recognised as having Service inclusive. According to the BMW website, oil services and spark plugs are items covered under the agrement. So the question is why am I quoted £800 to have the items sorted.

The car itself announces that an oil service is required, but no mentioning about spark plugs. When I check the service intervalls for M5 it looks like spark plugs are changed after 60K. Do I need new spark plugs after 13,000?

The question here is whether they are trying to sell me services outside the service schedule in order to charge me for something? Either way, I cant see why I should pay for anything. Has anyone experienced anything similar? I cant see how they cannot recognise that the car has a Service Inclusive.

Are they trying to pull a quick one on me...?
 
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#2 ·
Small update:
This will definitely turn very ugly.

The car was picked up late afternoon and the total was just under £900.

The work done was:
Oil Service
Air Filters
Microfilter
Spark Plugs
Vehicle Check

The obvious questions are:
Are the items required for a service on a 13,000 mile car?
Why do you buy a service pack at £1000 if it's worthless?
If the service pack is valid, why doesn't a large well known authorised dealer honour the service pack?

Can someone confirm whether oil services are covered under the Service Inclusive package or if I have completely failed to understand the Service Inclusive? (BMW claim it is included)
https://www.bmw-service.co.uk/service_packs

I didn't pick up the car myself, so not able to discuss at the time of picking up.
 
#6 ·
Service Pack includes all routine servicing for i think 5yrs or 50k miles which under normal circumstances would be 3 services & i believe it also includes oil top ups between services.

One other issue i'd be raising is your recent service appears very early & i'd suggest the car has a fault with it's CBS sensors (Condition Based Servicing) You've had a major service completed (think it's referred to as Inspection 1). IIRC it goes 1500 mile running in service at 1200 miles, then oil change at around 16k miles, then Inspection 1 at around 33k miles which does include spark plugs etc, & costs between £700-900 depending where you get it done, then an oil service at 47k miles & then inspection 2 at around 60k miles (that's a £1500 service i believe).

Hence this is why the service pack only lasts 50k miles as only covers 3 services of which 2 are oil services. You still save money but it's not as bigger saving as one would hope as if you bargain hard you could get those 3 services done for £1000-1200.

I'd be questioning the cars possibly CBS faults & why they think a 33k mile service needs doing at 13k miles. That said i guess it could also be dependent on age so if your car's say 5yrs old then maybe the plugs do need replacing but i can't really see why.
 
#3 ·
If you paid for service inclusive when you bought the car then you should get 5 years servicing including parts, labour and even oil top ups. It does not cover wear and tear items such as tyres and brakes but everything else in the service schedule is covered. No way they should be charging you a penny IMO. Contact BMW customer services if you don't get it sorted out by the dealer.
 
#4 ·
Yes exactly as above !

Why the hell are you having to pay a penny ??

5 years or 50,000 miles. Transferable to subsequent owners too.

What did they say when you told them you had the service pack ?
 
#8 ·
This gets more bizarre by the minute...

I called BMW UK today to check whether my service pack was valid. It took them 3 seconds to find my car on the system and confirm that I have indeed a Service Inclusive pack valid until xx/xx/2018. I was recommended to get in contact with the dealer and ask for a refund.

To make sure the dealer have the same information I called the same dealer but another branch and asked them to verify if my car has a service pack. Three seconds later I am informed there is a service pack on the car until xx/xx/2018, exactly as BMW UK told me.

I then popped by the dealer who serviced my car and told them I have a service pack on the car. He checked and then told me there WAS a service pack on the car that expired when the car turned five years old. I informed him the car in question is a 2013 and todays date is 2017 which makes the car less than FOUR years old.

At this point he claimed that a service pack period begins at the manufacturing date and not at the time of purchasing the vehicle and that the service pack expired in November 2016. I pointed out that the cars manufacturing date is March 2013 and that the service pack period runs from the date of purchasing the pack, which in this case was at the time of purchasing the vehicle as new. I am the second owner and I bought it with 5000 miles on the clock.

He then threw a couple of dates back and forth and told me there is no sign of a service pack on the system at all. He suggested I give them a couple of days to investigate whether there is a service pack on the car (unbelievably, simply entering my cars reg nr on the BMW web site would tell him straight away that there is Service Inclusive on the car).

This is a renowned authorised BMW dealer. There is something seriously fishy going on here, the question is what?

On the good side: the quality of the service in my opinion was excellent - the car purrs like a kitten :devil:laugh:grin.
 
#10 ·
Beggers belief the ineptitude of some dealers.

I'm still waiting for a Service entry issue to be rectified after 3 months of waiting.

Cutting a long story short, i got a quote from 1 dealer for the service so they did a key read, price wasn't competitive & timing didn't work so got the service completed at a dealer 200 miles away & that went well. However when i collected my car is spotted 2 main service entries on the iDrive at 3 weeks apart & about 1000 miles difference. I then realised the service that 'didn't' take place was from dealer 1 who quoted & above that the service that 'did' take place so i now have 2 main services showing on the iDrive, carried out just a couple of weeks apart.

Both dealers have no idea how this happened & how to fix it, BMW UK have no clue & it appears BMW in Germany have no idea either. To this end the car goes in 5 weeks so i've lost interest & have assume dit's better for a car to be showing too many services were carried out rather than too few.
 
#14 ·
Latest update:
I have visited the dealer once and I have had two phone conversations with the dealer who claims they cannot find any proof of a Service Pack on the car. In addition, they claim they have been in contact with BMW UK and that they are investigating the matter. Unfortunately, they are not able to name the person at BMW UK.

I have recorded all phone conversations and video-recorded my conversations with the dealer when I have visited them.

Needless to say, I will never leave my car with them again (which is unfortunate considering the service was top class), and I am seriously considering releasing the recorded phone conversations and meetings in order to shame these scammers publicly.
 
#15 ·
Thanks for the update !

But I think we are still confused as to what the actual reason for debate is here.

Your car is entitled to free servicing....end of story surely ? How can they even debate that it isn't ?
 
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#16 ·
I thought I'd provide an update on this...

To make a long story short: the service charge was refunded a few weeks back. I still don't know WHY the dealer behaved the way they did. If I am allowed to guess, someone who works for the dealer had figured out a way to make extra cash; when cars with service packs are serviced - this person charged the customer for the service and then refunded the amount to their own debit card as soon as the service charge was accepted by BMW UK. Or similar. I dont know. What I DO know is that I was told a bunch of lies for a month:
"BMW UK are investigating whether your car has a service pack"
"there's nothing that suggests that there's a service pack when we review the status of your vehicle"
"no you can't get the name of the person at BMW UK who is currently dealing with this"

My best guess is that whomever ran this scam was stalling things for unknown reasons (perhaps until they were able to replace the cash)

Very awkward.
 
#18 ·
As I pointed out, I can only guess what actually went on and what the reason for this was. I spoke to BMW UK during the events so they have full visibility. The sad thing is that I don't really feel confident in this dealer anymore, because IF this was a complete mess up (as in "we are so inept we dont even know how to use the systems") I'd be nuts bringing my vehicle to them one more time.
 
#19 ·
Nothing but good things to say about Coopers in Cobham, if that's any help?

Though if you don't have a warranty then I'd strongly suggest you contact BM Sport in Bexleyheath (the boss is a member on here - Little Bloke) as they're likely to be far less expensive and probably rather more competent/caring.
 
#20 ·
I'll second that about Coopers. After a bumpy start when I bought the car last year, they have had a big staff change and they have turned a corner, so to speak. They delivered my car back to me all fixed and sparkling clean yesterday. Although having sad that, visiting is never a chore, especially when Lorna is on reception, eh Simon? Much as I love Jags, it's just not the same ;)
 
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