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| - In late June my M5 broke down and had to be towed in. It was having an issue were it would stall out when applying the gas from a stop and felt like it wasn't getting fuel making it drive-able.
I have used Hendrick in the past (the independence location) and always been satisfied. When you spend a lot on a car you bought new you expect people to be on top of it when you come in, even more so when you know repairs are costly. This was not the case when my car came in.
The service adviser said they may be able to diagnose the problem today (only 3 hours left in the day) but if they don't get to it by close of business they will the next morning.
To me -hey thats fine they were not expecting me even if I had called ahead and had an "appointment"
Well morning goes by, I hear nothing so I call. His reply "O they didn't get to it, we are really busy"
Ok, not a big deal hopefully this afternoon. Nope not then either. Ok, next day right? Nope, 430 comes I hear nothing so I call and get my advisers voicemail. No good, so I decide to call the main line. The person I speak to tells me "o your car is done. Do you want me to confirm that with an adviser? "Yes, yes I do since nobody told me they diagnosed it let alone fixed it. She promised I'd get a call back in a few min. No call back comes.
The follow up on this was atrocious.
Finally 4 business days after dropping the car off, they "diagnosis" the car. They want $4250 to replace the cat. Understand the cat costs $2400 retail for the part so they are saying that it will take 25 hours worth of labor to install at their labor rate. I'm sorry but it doesn't take that long. Worse if they cat is dead they didn't determine why it went bad which the codes say is due to misfires so why not find out why the car is misfiring?
Even more so, they didn't pull the cat off the car so how do you know it's dead? The car has no codes to know that the cat is dead so this is a $4250 guess. You want big money to fix something you didn't confirm.
Finally I made the decision to have the car taken elsewhere. When the tow truck driver called to confirm it was ok to take the car they got the advisors voicemail 3 different times within 4 hours. When they tried to call the front they said it wasn't paid even though the advisor took payment from me and confirmed it earlier. After I finally do get the car released and to the new service center it arrives with the center underbody cover missing. Would have been nice to have all my parts back. Even more so since that part alone retails for another $400. I got an email from my adviser asking me to give him a good review, I replied telling him it was missing and 24 hours later still no reply.
So again I call back and get his voicemail. When he calls me back he states the tech was out and had forgotten about my message. The tech confirmed the cover was on the car when I dropped it off, but that he didn't touch it. He had no reason to and likes to avoid them because they are hard to deal with. So what is really saying is he diagnosed the cat problem all with not going under the car and without touching any of the exhaust.
The best part of their $4250 estimate for the Cat being replaced, is the independent shop put a scope down it and it was 100% CLEAR. So that would have been a 4 grand waste of money. Even better yet, BMW tells me I need to replace tires that even by their own measures have 50% life left. That's another $800. Their total suggested repair bill was over $7,000. My car is now running great and the new shop charged $700.
Stay away from this dealer. They are out to screw you big time.
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