Mr. Lawrence, Due to the complexity of your vehicles repair, it was going to take some time to complete. Our records show that your vehicle was not at our location for 7 months as stated in your review. If you would like to discuss details about the repair of your vehicle or your final invoice, please reach out to me at [email protected]. Christian Ugarte Service and Parts Director BMW of El Paso
This locations service department had my vehicle for 7 months, for clutch replacement and oil leaks. I finally picked my vehicle up earlier this year in February upon picking my vehicle up I noticed its still in the same condition that I bought in as Im just able to drive it. Nothing is smooth about how it drives nor does it shift like it was when I first purchased the vehicle, which was very smooth, I asked for clutch replacement they just refurbished it. I had the vehicle two months before taking it in. Prior to taking it to BMW of El Paso service department I took it to a third party they did a horrible job so I took it to the professionals or I thought. Everything they found they blamed on the third partys attempts to fix it. But that is why I have bought it to you guys to get it done right. They charged me charges I didnt approve of when they told me my car was ready I went and paid for it even talked to the service manager who was very rude and expecting me to have some complaints he did not help what so ever. The last price of repairs we talked about was about 4800 when they told me my vehicle was ready the price was about 6400 I said how. They did repairs did not do them correctly and charged me for them having to go back to do other repairs which should have been noticed the first time the vehicles transmission was dropped. When I talked to the service manager he said he put his own money into fixing my vehicle and that is part of the reason the price is so high now. I dont know how that is relevant when I never asked for that and I took it to the BMW not a personal repair place. When they told me the vehicle was ready they kept it two days after I paid for it how was it ready? In the first place. I feel during those two days my car was being sabotaged because of the back and forth complaints. My vehicle is currently at Sandia Bmw in Albuquerque getting fixed right because my clutch had no fluid and basically everything they were suppose to fix has broke down the oil leaks were never fixed. I would never take a vehicle to them ever again they had my car 7 months and didnt fix anything if I read the reviews of this place before I took it to them I would have never took it there to begin with. This pretty outrageous that my vehicle is back at BMW for the same exact problems WHEN I JUST PAID 5600 for repairs. The customer service is horrible they take advantage if they believe you have no knowledge of vehicles and their technicians do not know what they are doing and are looking to blame for problems instead of fixing the problems.
Thank you for bringing this to my attention. I apologize that your recent experience was anything but satisfactory. I would like an opportunity to address your concerns and to earn your business, please contact me at (915) 887-6120. I look forward to speaking with you. Christian Ugarte Service and Parts Director [email protected]
Had an appointment for an oil change @ 9:15 am, dropped the vehicle off with a less than friendly person in front after trying to navigate their new construction, called back a couple hours later, a few times, only to find out they hadnt started the oil change. It wouldnt be ready for a few more hours. Finally get a call around 5 that its done. This is my seventh car, Acura service is awesome, Lexus and Sunland Dodge are great, BMW is just so so. Too bad because its an awesome M2 we bought. I have a auto dealership also. Second time much better, coming along
Thank you for bringing this to my attention. I apologize that you were not immediately assisted during your scheduled time. I would like an opportunity to address your concerns and to earn your business, please contact me. I look forward to speaking with you. Christian Ugarte Service and Parts Director [email protected]
Arriving early to the appointment has no value! Waited for my vehicle to get checked motor light going on, turns waiting with no car to lend while car gets serviced! 4 hours later she lets me know its almost ready! Should we cancel the carwash? I replied no! Ive waited this long ! Continue! Making another appointment will not be easy or encouraging!@BMW of El Paso