I purchased my car when my lease was up in July @ Encinitas of Bmw. Going in to finance, it was brought to my attention about a package that seemed reasonable of daily maintenance, like oil changes, brakes, things that are always needed to maintain your vehicle. This package was good until 100,000 miles. I asked a few questions with concern of purchasing this package givin the mileage that I already had on my car, which was around 60,000. I asked on making sure this would be worth me purchasing given that I would only be covered for the next 40,000 miles. He looksd at my summary of my car and said the last time you got an oil change with us it has been noted that you are due for brakes soon. We recommend brakes every 30,000 so you will get 2 sets of brakes out of this package. I purchased the package. On my next visit which was an oil change, I had also said a few months ago, your service department said I need brakes. They said this would all be done and my car would be ready by 5. I dropped my car off around 9. Got a phone call around late afternoon your brakes don’t need to be done, but a list of other things were mentioned. I got an estimate. When my car was ready to be picked up at 7pm my estimate never included a 200$ fee of them just testing my breaks and saying no. They said fine we’ll take 50% off. I got home my car wasn’t put back together probably my battery in my trunk was exposed, my car wasn’t washed.. I called the service manager Tim, he gave a refund of the remaining 50%. With that I was willing to give them another try, I understand things happen.. waited the amount of mileage they said I needed to be ready for my breaks to be done. I have 74,000 miles at this point. Took my car in for another oil change said my breaks are due. -when my car was dropped off, we had asked service how often breaks should be replaced? He said every 30,000 miles.. we got a call saying your breaks don’t need to be replaced. I was not happy, at this point I’m maybe getting one set of breaks out of this package. My frustration coming from a costumer is, that I made sure I asked the right questions before purchasing and have followed all the dealerships instructions. With that, two different people being the finance and service saying breaks are every 30,000 miles. I had the service manager Tim call me saying this isn’t right, your right your breaks should be due, let me talk to the service and call you back. (I never received a phone call) We were then yelled at saying how we’re we suppose to know how many miles you had on your car when you purchased? This isn’t our fault. called my service guy Joey, explained that I did not purchase my car from Murrieta and if you look at your notes, my lease was purchased there, I bought out of my lease from your dealership, and I asked your finance guy and told him this is the amount of mileage I have on my car. Following up with two people saying breaks are around 30,000. Furthering our details of what has happened, I have never received I’m sorry, let’s make this right, nothing. Joey agreed where my frustration was, but made it about a previous review that was wrote and said your review will effects US! My follow up was, I understand but what has lacked is where I’m coming from as a customer I left paying for this. His follow up was you’ll definitely get a set of breaks before your 100,000. And to wait another 10,000 and they should be due. Joey then told me he would have a meeting with Tim and get back to me. Never got a call. Waited a week, called Joey back to talk or talk to the GM. Never got a phone back then either. At this point the lack of communication, costumer service, I feel the dealership should give me two sets of breaks regardless because I only went based off what they have told me and followed their instructions. But I did, now I’m left with a bigger payment and have 75,000 miles on my car with the same breaks I’ve had sense I have purchased my car.
Laura Boermans
Mar 28, 2018
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