While headed to vacation from New Jersey to Canada our BMW 328i X-Drive began to experience a tapping sound from the engine and shortly thereafter, the "check engine light" lit up, at which point we used the BMW Assist feature for advice and to locate the nearest BMW Dealer. Explaining our situation to the BMW Representative we asked for the nearest BMW dealer, unfortunately they were over a hundred miles away, but the BMW representative informed us that we could continue to drive the vehicle with the service engine light on indefinitely as long as it wasn't red or flashing. We thanked her and proceeded on our journey. A couple hours later the tapping turned into a knocking sound and we again used the BMW Assist feature who located a dealer in Rochester, NY. She proceeded to place a 3-way call and remained in the background to listen. We were informed from the dealer that they could not get us in, but he reiterated that we could continue to drive the vehicle with the service engine light on indefinitely as long as it wasn't red or flashing.
We continued into Canada checked into a hotel, and parked the car for the night, searching the internet to locate the closest dealer which turned out to be Performance BMW in St. Catherine's Ontario.
We brought the car to Performance BMW in St. Catherine's, Ontario Canada in the hopes that the could have a look to diagnose the problem.
Tanya Powers was very understanding and sympathetic to our situation and she got our car right into a bay for diagnosis. We sat patiently for almost 2 hours until we were informed that it is taking longer to figure out the problem, and that BMW uses Enterprise Rental rather then loaner BMW's and we were put into a Hyundai Sonata, which is NOWHERE near a comparable vehicle to what I have purchased. After returning to the dealer to get the remainder of our luggage, Tanya informed us that as soon as they have a diagnosis, they would contact us.
We returned to the dealer the following day hoping to get the car, and continue our vacation to New Hampshire, when we were informed that the main bearing of the crankshaft was the problem, and that the parts have to be ordered from Germany, which would take anywhere from 3-6 weeks plus the time needed to put everything back together.
We were advised that Performance BMW could only cover the rental for the end of the day (second day) and that we would have to cover the remaining rental time, and then submit our expenses as part of the trip interruption clause, but there is no guarantee that it will be reimbursed.
We have made several attempts to contact BMW North America. All we have been told is that until we have our vehicle back & submit our expenses BMW North America will take the expenses under consideration for reimbursement.
This is unacceptable.
BMW of Mt. Laurel (purchasing dealer), indicated that if we had brought our car there for repairs, we would have received a loaner car until our vehicle was complete; and Performance BMW indicated that if we had purchased the vehicle in Canada, and brought it there for repairs, we would have received a loaner car until our vehicle was complete; but since a "foreign" dealer is working on a "foreign" car neither dealer wants to cover the cost of the BMW loaner vehicle that we are entitled to let alone figure how to get it back to us.
Once the car has been repaired and everything is in working order, we now have a new problem. We already took our vacation, now we have to take time off of work to get our vehicle that failed.
In addition, we now have a "new" car that had to have its engine rebuilt with less than 30,000 miles......not only will it affect our comfort level in this vehicle, (do we take it on a trip, will it break down, what will it cost, etc.) but now we feel that this will affect the trade-in value of the car, I have spoken w/several service advisers and sales personal all said that this engine issue is not at all common, and the work will not affect the value of the car. However I do not believe that is an accurate statement. There has to be something that can/will be done by BMW to correct this issue. At this point I feel that BMW should replace the vehicle w/a comparable BMW. If your resolve of this matter is not to our satisfaction we will have no other choice but to leave the BMW and purchase a better quality luxury vehicle.
Update from Oct 30, 2013: Final outcome of this matter. . . As of September the car is still NOT REPAIRED. . . However BMW Financial purchased the car back from me and I have purchased another vehicle & it was NOT A BMW!!!!!!
A D V E R T I S E M E N T S
While headed to vacation from New Jersey to Canada our BMW 328i X-Drive began to experience a tapping sound from the engine and shortly thereafter, the "check engine light" lit up, at which point we used the BMW Assist feature for advice and to locate the nearest BMW Dealer. Explaining our situation to the BMW Representative we asked for the nearest BMW dealer, unfortunately they were over a hundred miles away, but the BMW representative informed us that we could continue to drive the vehicle with the service engine light on indefinitely as long as it wasn't red or flashing. We thanked her and proceeded on our journey. A couple hours later the tapping turned into a knocking sound and we again used the BMW Assist feature who located a dealer in Rochester, NY. She proceeded to place a 3-way call and remained in the background to listen. We were informed from the dealer that they could not get us in, but he reiterated that we could continue to drive the vehicle with the service engine light on indefinitely as long as it wasn't red or flashing.
We continued into Canada checked into a hotel, and parked the car for the night, searching the internet to locate the closest dealer which turned out to be Performance BMW in St. Catherine's Ontario.
We brought the car to Performance BMW in St. Catherine's, Ontario Canada in the hopes that the could have a look to diagnose the problem.
Tanya Powers was very understanding and sympathetic to our situation and she got our car right into a bay for diagnosis. We sat patiently for almost 2 hours until we were informed that it is taking longer to figure out the problem, and that BMW uses Enterprise Rental rather then loaner BMW's and we were put into a Hyundai Sonata, which is NOWHERE near a comparable vehicle to what I have purchased. After returning to the dealer to get the remainder of our luggage, Tanya informed us that as soon as they have a diagnosis, they would contact us.
We returned to the dealer the following day hoping to get the car, and continue our vacation to New Hampshire, when we were informed that the main bearing of the crankshaft was the problem, and that the parts have to be ordered from Germany, which would take anywhere from 3-6 weeks plus the time needed to put everything back together.
We were advised that Performance BMW could only cover the rental for the end of the day (second day) and that we would have to cover the remaining rental time, and then submit our expenses as part of the trip interruption clause, but there is no guarantee that it will be reimbursed.
We have made several attempts to contact BMW North America. All we have been told is that until we have our vehicle back & submit our expenses BMW North America will take the expenses under consideration for reimbursement.
This is unacceptable.
BMW of Mt. Laurel (purchasing dealer), indicated that if we had brought our car there for repairs, we would have received a loaner car until our vehicle was complete; and Performance BMW indicated that if we had purchased the vehicle in Canada, and brought it there for repairs, we would have received a loaner car until our vehicle was complete; but since a "foreign" dealer is working on a "foreign" car neither dealer wants to cover the cost of the BMW loaner vehicle that we are entitled to let alone figure how to get it back to us.
Once the car has been repaired and everything is in working order, we now have a new problem. We already took our vacation, now we have to take time off of work to get our vehicle that failed.
In addition, we now have a "new" car that had to have its engine rebuilt with less than 30,000 miles......not only will it affect our comfort level in this vehicle, (do we take it on a trip, will it break down, what will it cost, etc.) but now we feel that this will affect the trade-in value of the car, I have spoken w/several service advisers and sales personal all said that this engine issue is not at all common, and the work will not affect the value of the car. However I do not believe that is an accurate statement. There has to be something that can/will be done by BMW to correct this issue. At this point I feel that BMW should replace the vehicle w/a comparable BMW. If your resolve of this matter is not to our satisfaction we will have no other choice but to leave the BMW and purchase a better quality luxury vehicle.
Update from Oct 30, 2013: Final outcome of this matter. . . As of September the car is still NOT REPAIRED. . . However BMW Financial purchased the car back from me and I have purchased another vehicle & it was NOT A BMW!!!!!!
- drcifone, Cherry Hill, NJ, US