BMW of Jackson - Service Center

I’ve had one of the worst experiences I’ve ever had with a dealership. Greatly dissatisfied with the service and the service representative. Josh a service rep was one of most unprofessional nonchalant and a dealership. Greatly dissatisfied with the service and the service representative. Josh a service rep was one of most unprofessional nonchalant and dismissive representatives I’ve ever had. On top of keeping my car for over a month I paid 1,200 upon being fixed. The next day my car did the exact same thing it did before I brought it. It was and is still not fixed. Upon confrontation they said well something eles is wrong. Which was. Not disclosed prior. They did not seem interested in fixing the issue long as they got their money. Will not be back! More

Good afternoon BMW Group, First off, I would like to say that my family and I love your products and have been huge supporters through the years. We have bought at least a dozen or so BMW products rang say that my family and I love your products and have been huge supporters through the years. We have bought at least a dozen or so BMW products ranging from the old BMW Bavaria from years ago to the new X5 and Z4. There has been a BMW motorcycle and mini cooper thrown into the mix along the way as well... This last week my wife and I were moving from St. Louis to Florida, and on the way down my wifes 2007 BMW 335i broke down in Jackson, MS. I was able to diagnose the issue as the alternator not charging the battery. (Battery was unknown since it was in such a poor state of charge.) We had the car towed to Herrin-Gear BMW to have a new alternator replaced in the car, and we continued our trip down to my parents house in New Orleans to have a place to sleep for the night. When I spoke to Julius Waddell the day before he was very helpful in getting the alternator overnight to their facility so it could be installed. The next morning I called back around 9:30-10am to let him know the car was not in a rush as we would not be picking it up for the next week. At this point, the alternator was already installed, and they were installing a new battery. There was never a call made to discuss the condition of the battery, or get approval to replace it. I let that be for the time being.... When my wife came to pick up the vehicle she paid for a $2000 bill for what was only supposed to be an alternator replacement. In discussing the bill with Julius, they charged 3 hours for the alternator replacement, 1 hour to replace and reprogram the battery, and an additional 1 hour for diagnosis. There was no need for a diagnosis charge, when it was a customer request to "replace the alternator". Julius explained the situation to the Service Manager (Terry Gardner) to try to get the issue corrected, but Terry's response was that they followed procedure and I wasn't going to be dignified with a response. If I wanted to call him I could do so, but he wasn't going to take the time to even talk to me. Mind you, this was said in front of my wife after she just paid for a $2,000 bill! I have tried calling Terry multiple times, and I keep getting forwarded to his voicemail by the secretary. At this point when a service manager can't even give me the respect to have a basic conversation I am now really upset that my wife paid for anything above what we approved of which is the replacement of the alternator. There was no communication from the dealership with details on the car, no one called to get approval for any additional work, and now I feel like we were taken advantage of by a BMW dealership that we assumed we could trust. The unprofessionalism of Terry Gardner is something that needs to be addressed when he can't even accommodate a customer who just spent $2,000 with the time of a conversation. Personally, I feel like it would serve Herrin-Gear well to give the Management position to Julius who (with the exception of the communication on the vehicle.) took very good care of my wife while she was on site. I would like to hear from BMW corporate what their corrective action plan will be for this occurrence, what we can do to rectify the situation, as well as, prevention for future occurrences like this. The repair order and an action tracker that I have put together is attached to this email for your review. I appreciate your time and consideration. Thanks again, Brian Krueger Director of Quality Assurance. More