Bad Service at Roseville BMW

[RoevilleBMWSuck]

This what went through to get my issue resolved...

To Business Manager,
3/12/04
Due to total loss on a BMW 328i I purchased from Roseville site, I stopped in to cancel my service agreement that was purchased along with the car. GAP Protection requested a statement on a letterhead stating what will be the refund amount, in order for them to process the claim.
Iris Miller informed me that they will cancel the agreement, and will keep me posted on the progress.

3/15/04
Received a call from Iris Miller that in order to cancel the agreement I need to fill out a cancellation request, which she faxed to me and I faxed it back to her.

3/17/04
I called Roseville BMW again (Iris Miller) to find out the progress, if she had heard anything from the service warranty company (Western General Group). She put me in contact with Western General and informed me that she had faxed the documents to them and it is in their hands. Called WG (Western General), they informed me that no cancellation request has been submitted, so I called BMW again, and Iris said that she would refax the documents. I also faxed the copy of the cancellation request to WG, for my piece of mind the document has been submitted. WG informed me that it takes one to two weeks to process the claim.

3/29/04
Called BMW to find what is the status on the claim. Iris stated that she has not received anything from, and it takes four to six weeks. She did not attempt to inquire if she had received anything and assumed that there was nothing for me at the moment.

3/30/04
I called Western General to find out what is the status on the claim and they stated that claim has been processed, settled, mailed, and BMW should already have the check. I called Iris again to let her know what WG informed me the account has been settled. She said that she will check the mail, to see if there is anything here for me, and will call me back. She also said that if the check is coming from east coast that it will take 5 to 7 days to get here, but if its coming from Woodland Hill, then it should take three to four days. I called WG again to find out when exactly did they mail the check out, and they said 3/25/04, which I informed Iris. Iris calls me back in about an hour later to say that they have received the check and I can come and pick it up. Then she calls me back in five minutes later to say that check needs to be signed by the manager, and she will have them sign it when they get here tomorrow morning (03/31/04). She said to call her before I come to pick the check.

03/31/04
Called Iris around 2:00pm, and left a voice mail to find out when can I come and pick up the check. In cold tone of voice she answers back that it is end of month and we are busy, and she will call me when she gets the check signed!!!. She definitely sounded irritated, because I keep calling her and trying to pick my check up, and to move forward with the claim against GAP. My car was totaled 0n 1/22/04, and all I am trying to do is settled this account, so I can purchase another car with the money I receive from the WG and GAP. If it had not been for this incident trying to get settled with the business office, I would have most like been a return customer, but now every person I talk to will know how your dealer really treats a customer when they need service after they have purchased a car. Service was great at the time when I was purchasing the car.

Now I feel that the customer service I received from the business office was nowhere near what it was when I purchased the car. This was the worst service I have received from any dealer, and I will never purchase another car from Rossville BMW or the Auto mall. You can be more then sure that I will file a formal complaint with the corporate. Along with all this, I will post this article on the Internet, along with the other unsatisfied customer that I have been now reading about.

PS
Still no call from Iris Miller, and it is 4:00pm.

4/1/04
8:00am
Voice mail that she has the check ready for me to pick up.

[Skycity_BMW]

APRIL FOOLS ! ! ! ! !

No check . . . . LOL