BMW of ROCKVILLE MD

BMW of ROCKVILLE MD

&#160 Dear BMW Representative: Please pass this on to the appropriate person to hear my concerns about the terrible experience I had in the BMW location in Rockville, Maryland.

First, I want you to know that I have been taking my BMW 325Ci to the Rockvillelocation for service. The last time I was there was on July 13, 2004, when I purchased 2 tires and changed the brakes. At that time, my car had 63K+ miles on it. My car now has 73K+ miles and the computer shows that I still have 4900 miles to go before the next oil change. My oil meter was reset at 63K by the mechanic who changed the tires, but it turns out that the oil was never actually changed. The last time I had the oil changed was at 49K miles, so the next change should have been at around 64K miles. Now my car has 73K and I have been driving for the last 10K miles without knowing that the oil was never changed (which will ruin my engine) and I noticed that the oil is now very dark. So I called the BMW Rockville location to find out why my car oil is that color. I spoke to Mike Lang who told me that their records don't show any oil change at 63K and that he doesn't know how the oil meter could have gotten reset when the mechanic was only supposed to change the tires. Mike then transferred me to his manager, Brian, who already seemed defensive before even talking to me. When I spoke to Brian, he basically called me a liar because he said that I took the car somewhere else to get the oil changed and now I am trying to take advantage of the BMW Rockville location. He implied that I was just looking to get a free oil change and added that the prices are what they are (I was not asking for money) and that he wasn't going to change that… I do not know what BMW's Standard Operating Procedures are for Customer Service, but let me tell you that I never took my car anywhere else to be serviced for any reason since the 49K mile oil change that I had done at the BMW Sterling, Virginia location (which was a wonderful experience, by the way). Both Mike and Brian showed me a serious lack of respect, a lack of customer service and they both very poorly handled a customer complaint. I will personally talk to my friends and anyone else who owns a BMW about this matter and definitely not recommend the BMW Rockville location for a purchase, lease or service due to the mistreatment I have experienced. I am not asking for anything from BMW. All I want is to ensure that customers are treated in a professional way and we are made to feel comfortable by at least trying to figure out why there is a problem in the first place. If this was too much to handle for these two gentlemen, then they should not be in the positions they currently hold. From: ed b

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