Wajid A

Appalling after care

All nice and friendly until something goes wrong. Aftercare is absolutely disgusting! They do not honour the 14 day money back or exchange guarantee! and they are also liars. Viewed the car on 8th Sept recall notice on engine bay I was told this would be sorted. Brought car on 14th Sept and it developed a boost fault on the way home, took it back the next day for a like for like exchange but told other car not available even though it was still for sale for further 2 weeks. Dan rang and said it’s an £8 hose that will be replaced and to give him a chance to fix it, pipe replaced but boost leak still there, technician changed turbo, boost leak still there, then told the manifold will be replaced, spoke to technician who said he doesn’t know what is wrong with the car. Spoke to Mike and said why are you just guessing and throwing parts at it he said we’re Ford we haven’t got the diagnostic equipment for BMW and when questioned about the recall work he said our customers prefer to have the recall work carried out themselves. So why lie and say that it’s done! I took the car for an independent inspection at a specialist, several faults found, boost leak, ABS sensor, Air Con, TPMS, o2 sensor, weak battery, squeaky brakes, burning smell from clutch, rear differential oil leak, exhaust fumes coming back in to cabin. Upon further inspection only the turbo had been replaced not the manifold and there was still an outstanding recall regarding the EGR cooler which I was told was sorted. Sent report to Dan and Mike via email and neither responded. Complained to service.followup @ pendragon.uk.com and no one replied. Booked car in with BMW but had to wait 4 weeks. Unable to drive the car due to fault didn’t want to further damage it, no courtesy car offered, when asked one wasn’t available. BMW replaced the EGR Cooler and that resolved the boost leak and exhaust fumes in cabin issue. BMW cleared other faults that were stored in the ECU but said the o2 sensor is faulty, clutch smells of burning but operates and rear differential oil leak needs new seal. Rang the Walsall branch to book it in and sent reports again, service asked a 100 questions trying to wiggle out of it by putting it down as normal wear and tear, eventually booked in for the 21st Oct. Complained to service.followup @ pendragon.uk.com again and got a response saying the complaint has been passed back to Walsall dealership and someone will be in touch but no one contacted me. I replied back saying to pass it on to someone senior not the Walsall branch sales managers but again I was ignored. On 21st Oct took the car in only to be told no courtesy car available after a discussion and explanation of the above the technician looked at the car and said o2 sensor needs to be ordered, gave him the report to read to rectify all issues even though I had already sent a report to the managers Dan and Mike. Car rebooked in for 15th Nov. Collected car today, took for inspection to BMW specialist o2 sensor replaced but still showed as faulty because they hadn’t cleared it from ECU. Other faults not rectified, so battery is still weak and needs replacement, brakes still squeak due to cheap pads, oil still around rear differential and clutch still smells of burning. Been a customer since 2012 usually at a different branch never had issues. Second car I brought this year from Walsall branch as had one for my partner. Never had any issues until I brought this BMW. It has been 3 months and I have been back and forth, seem to be cutting corners as they have already spent too much on the car so probably at a loss now, but now i will have to spend my money to sort the issues out and might just send them an invoice. Currently in talks with the Motor ombudsman as they say you have 1 attempt to fix the car but I gave you 4. You all including head office need to learn some customer service skills, you have my details give me a call and I’ll happily teach you. If this is how you treat regular customers I would hate to think what you treat your family like. I sent you a full diagnostic report from BMW just read it and sort the issues out. What is the point of having a complaints procedure to head office if you are just going to pass it back to the dealership who still haven’t even contacted me. No apologies or anything. You expect this kind of behaviour from side street garages not a well known car dealer. Next time i’ll give Arnold Clark a try. Whoever reads this go somewhere else or a different branch not these useless clowns. On the plus side at least I got a new turbo that didn’t need replacing.