BMW of Las Vegas on West Sahara has the world’s worst service department. They are incompetent, dishonest, or both. I had an appointment on February 13, 2015 to change out a Tire Pressure Monitor sensor (TPM) that had been diagnosed as bad by a reputable shop who didn’t have the special short-body tool to work on the low-profile tires on my Z4. It was covered by a CarMax extended warranty. I arrived at 7:15 for my 7:30 appointment and was told my “service consultant”, Joe, would be there shortly. At 7:45 Joe called me back to do paperwork and asked me if I would wait or if I needed a shuttle. I told him I would wait. At 10:30, Joe came out and said I’m good to go. It didn’t need anything, he said, the tires are “directional”. All they had to do was put the left on the right and the right on the left and everything was fine. The other shop must’ve gotten them on wrong. “But, Joe” I said, “it was getting the light on the dash before the other guys looked at it, that’s why I took it in.” “I know”, said Joe, “they didn’t know what they were doing. It’s not covered, so it’ll be $169.25”. Three hours and $170 to rotate the tires. I pay, drive off, and get two miles when the light starts flashing again. I turn around and go back and Joe says he’ll find out what’s going on. A little while later he says it needs a part, the TPM sensor I told them about originally. So, in other words, the whole line about the tires being directional and needing to be rotated, was a lie. It’s $400 and something dollars, but it’s covered under the warranty. I have a $300 deductible, so he’ll take the $169.25 I already paid and apply it to that. A while later, Joe says he’ll check on the status. I didn’t see him again for another hour. At 1:00 Joe comes out with another bill and says I’m done. The girl swipes my credit card for $292, and I tell her, no, that’s not right, it’s the amount at the top highlighted in pink. Honest mistake. She swipes my card again for $173.13 and gives me a slip to sign. I say,wait, that’s still not right, I have a $300 deductible and have already paid $169.25. I owe $130.75 and I’m not signing that until this is fixed. What happens next can only be considered attempted credit card fraud. The girl says “you still have to sign this. When you gave me your card to swipe, you consented to this amount.” I say, no, call Joe up here and we’ll get this straightened out.” She then starts to write on the slip. I don’t know if she signed my name, wrote “customer refused” or what. Finally Joe comes up and I say to him that the invoice is wrong: $300 minus $169.25 is $130.75. He says I’ve got to pay the shop charges which aren’t covered. I say I paid them the first time in the first $170. He says, no, he deducted that whole invoice. I say,”Joe, I still paid it. When you deduct it from the “deductible”, I still pay it. You deduct it because I paid it. A “deductibile” on a warranty means I don’t pay any more than that.” It was obvious that Joe didn’t understand simple math (addition and subtraction) nor did he know what a deductible is. I had been there five and a half hours and was getting nowhere with Joe. So I go back to the cashier and say “Okay, look just run my card for this amount and let me get out of here.” “It’s already taken care of” she says. In other words, even though I eventually consented to pay, she had already charged my card without my consent or signature. That’s fraud. I will never, ever go back to BMW of Las Vegas, and I will tell all my friends to steer clear of this horrible, dishonest, disreputable “service” center.
Mark Nelson
Feb 17, 2015
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