Momentum BMW West Incapable service staff, unwilling to fix problems or errors Katy Texas

I purchased a Certified Pre-Owned 2010 BMW 528I M5 Sport from MOMENTUM BMW WEST in February of 2013. I was pretty happy with it, although the buying experience wasn’t great – the main problem they made me pay for the equipment to allow it to have satellite radio, even though specifications showed that it was included. I really wanted to car, and satellite radio, so I went ahead and paid for it. I also purchased a full warranty on the vehicle.

I have exclusively serviced the vehicle at this dealership, and it has been there for service no less than 7 times. On one early occasion after the purchase, the technician said that they could not get the alignment just right, after repeated attempts. He asked if it has been wrecked and I said no. He said something happened to it. I told him the vehicle had not been in a wreck and that I had purchased it from his dealership. He said he would call back, and did several hours later saying everything was fine. I picked up the vehicle and it seemed to drive fine.

About eight weeks ago the AC stopped working.  I was getting a new inspection sticker so I had the garage look at the AC, and he recharged it (at a cost to me of $90) but said he could tell there was a leak in the AC. I didn’t want him to repair it, I wanted it done by a BMW dealership. I was not in a rush, as it was winter.

I dropped off the vehicle on Friday February 27^th to have the AC looked at.

• They tried to charge me $256.74 for the work to look at the AC – The service rep said
  • “Your ac line is rubbing against the frame, this was caused by outside influence therefore it cannot be covered under BMW warranty. Most likely caused by an accident.”
• They said it also needed an alignment as the tires were wearing incorrectly again.

Summary points:

• I purchased a Certified Pre-Owned vehicle from the dealer, as well as an extended bumper to bumper warranty, also from the dealer
• My vehicle has been in their service bay no less than seven times over the past two years, yet they have been unable to accurately diagnose a problem with the front end that caused two alignment expenses, two sets of new tires and damage to the air conditioning system
• I recently had the problem accurately diagnosed (it only took them 5 minutes). A radiator mount is missing from the vehicle which caused the tire issues as well as the rubbing that made the AC hose malfunction. It has been gone since the vehicle was purchased – a part that costs less than $200 as evidenced by the extended period of time to wear down the AC hose and the alignment/tire issues.
• I have repeatedly tried to resolve this issue, and received no response from the dealer. I also contact BMW of North America, the manufacturer, and they responded yet offered no remedy.