BMW of Spokane

BMW of Spokane responded

Hi Jonah - We are glad you had a helpful experience with Michael and appreciated the video update. Thank you for choosing BMW of Spokane! We're here for your future automotive needs!

BMW of Spokane responded

Hello Mirna, We understand your frustration, particularly with the communication challenges you've described throughout the repair process. However, you purchased a used car--without any warranty and you didn't opt to purchase any additional coverages--which is your right. That being said, we have gone above and beyond, given the proximity of your purchase date, to offer you goodwill in repairing your vehicle--something not easily accomplished when a car is not under warranty. Furthermore, multiple persons from the General Manager, Fixed Operations Manager and other members of our staff have been in constant contact (documented) with you throughout the repair. Additionally, we provided another BMW for you to utilize while we performed these courtesy repairs for you--consequently, we are a bit surprised by your feedback under the circumstances. We appreciate you sharing your experience and encourage you to reach out to me directly so we can discuss the details of the repairs, communication, and any remaining concerns you may have. Feel free to reach out when most convenient for you. Thank you, Patrick McCarthy - Service Manager - patrickmccarthy@lithia.com

mirna.pleines responded

Thank you for the reply, Patrick. I appreciate the loaner vehicle. However, to keep the record accurate for other buyers: • Your reply says the car had no warranty. However, Lithia legal told me on October 23 that the dealership is working with the warranty provider on this repair. Both can't be true. • My central concern hasn't changed. BMW recommends replacing the driver display. Lithia’s warranty that you claim I don’t have chose to sublet a repair instead. On a vehicle this new to me, I want the manufacturer-recommended fix or unwind the contract considering I drove the car for one day. My feedback isn't about one bad day. It's about the series of non response, and whether the repair meets BMW's standard. For the record, I too have documented calls and emails where no response was received. Here is the timeline: - Sat 9/26 – Purchase, in person. - Sun 9/27 – Display goes blank; check engine light and tire warning appear. - Mon 9/28– Car dropped off for service. - Tue 9/29, 10:28 AM– Will texts Scott a link to the video inspection. - Tue 9/29, 1:43 PM– Will texts that the car is "ready for pick up." At pickup, displays are still dead. - Wed 9/30, 12:49 PM– Mirna calls the dealer (1 min). Left message - no response - Wed 10/7, 2:09 PM– Will texts Scott: the module fix failed. BMW's next step is to replace the screen, and he is submitting it to the Lithia 60-day warranty. (The same warranty you claim we did not have) - Thu 10/8, 1:57 PM– Will texts Scott: the screen is being sent to a California company for repair. - Thu 10/8, 2:51 PM – Mirna leaves a voicemail for the service advisor. Not returned. - Thu 10/8, 3:06 PM – Mirna leaves a voicemail for the service manager. Not returned. - Thu 10/8, before 3:54 PM– Will leaves Scott a voicemail: the manager is "not involved," and Scott should discuss it with his wife. - Thu 10/8, 4:15 PM– Mirna talks with Will (27 min). He transfers her to Jordan sales manager at her request.. - Thu 10/9 morning – Mirna follows up with Jordan via text and is advised the Service Manager tried to get the warranty to replace the screen but they denied the claim. (Same Service Manager (Patrick) that said he knew nothing of the repair and all calls should be directed at Will at 4:15 pm the day before) those two things can’t be true at the same time, - Fri 10/9, 2:28PM– Mirna emails Chris, General Manager, a formal complaint. - Fri 10/9, 3:03 PM– Chris replies that he's not familiar with the repair and will look into it. - Mon 10/12, 8:35 AM– Chris emails, cc'ing Patrick: still gathering facts. - Mon 10/12, 8:53 AM– Mirna thanks him. - Tue 10/13– Jessica calls Scott about the loaner. Her information about repair status conflicts with what Scott was told. - Tue 10/13 4:30 PM – Scott leaves Will a voicemail. Not returned. - Tue 10/13, 6:04 PM– Jordan sends a sales text. - Tue 10/13, evening– Mirna and Jordan text. She requests that they take their lemon back. - Tue 10/13, 9:12 PM – Anna texts confirming Mirna’s request to take their lemon back and advised that an acquisition specialist will call at 9 AM. No call received. - Wed 10/14, afternoon– Scott reaches Jordan, who has no update because Chris is involved. - Thu 10/15– The loaner is swapped. Staff say they are still waiting on repair approval. - Thu 10/15, 10:29 AM– Mirna emails Chris asking for an update. - Thu 10/15, 11:19 AM– Chris replies that the screen was sublet and is queued. - Thu 10/15, 1:06 PM– Mirna asks for a replacement or an unwind, response by end of day. - Fri 10/16– Deadline passes with no reply. - Tue 10/20, 3:32 PM– Mirna leaves Chris a voicemail. Not returned. - Thu 10/22, 12:49 PM– Mirna leaves Chris a second voicemail. Not returned. - Thu 10/22, afternoon– Mirna files complaints with a state agency, Lithia Corporate, Lithia Finance and contacts BMW NA. - Thu 10/22, 5:01 PM– Will texts Scott that part will be shipped on 10/27. - Fri 10/23– Lithia Legal replies that the dealer is working with the warranty provider.(the same warranty you claim we did not have) - Tue 10/27, 2:08 PM– Will texts that the repair is done and the screen is being shipped back. This is the second response where you claim we have no warranty and the repair was goodwill. How do you explain ALL the communication regarding the warranty? Have you ever once attempted to reach us to have a conversation? No. You did not return my call because you “knew nothing of the repair.” Who is the Fixed Operations manager that you speak of? The only manager that actually talk to me on the phone is Jordan, a sales manager. I had one conversation with Will. He did not return calls from me or my husband. He did send texts, that’s it. All that you claimed in your response is untrue. The unprofessionalism never ends with BMW of Spokane!

BMW of Spokane responded

Bryan, thank you for being a loyal customer of ours over the years and for sharing this fantastic review of our team. We hope to welcome you back to BMW of Spokane for all of your future auto needs! Drive safe!

BMW of Spokane responded

Thank you for sharing your 5-star feedback, Janalee! We appreciate your business and we hope to see you again at BMW of Spokane.

BMW of Spokane responded

Hello, Reviews like this make our day! Thank you for sharing the fast, friendly, and efficient customer service provided by the maintenance team. See you next time at BMW of Spokane!

BMW of Spokane responded

Thank you for the 5 stars, Linda! It’s great to hear your recall service went smoothly and that our team provided excellent communication throughout your visit. We’ll be here whenever you need us at BMW of Spokane!

BMW of Spokane responded

We look forward to serving you next time, Dande. Thanks for all your support of BMW of Spokane!

BMW of Spokane responded

Hi Cleo, I'm glad to know Robbie and John provided great assistance during your visit. However, I apologize for the unpleasant smell in the building. We appreciate your feedback and will look into this issue. If there's anything else we can do for you, please let us know! Thank you, Chris Marino - General Manager - chrismarino@lithia.com

BMW of Spokane responded

Thank you for your five-star review! We're delighted to hear you've enjoyed working with Kevin and Will over the past 10 months of owning your M5 and that they've helped keep your vehicle in top condition, from routine maintenance to new tires, at BMW of Spokane. We truly appreciate your trust in our team and are grateful that each visit has been a positive experience. We look forward to welcoming you back in the future!

BMW of Spokane responded

Thank you for taking the time to share your experience. We’re disappointed that your concerns about the squeaking noise following your brake and rotor service remain unresolved after your return visit. We take your feedback seriously and would appreciate the opportunity to discuss this further with you. At your convenience, please reach out to me using the contact information below. Patrick McCarthy - Service Manager - patrickmccarthy@lithia.com