BMW M3 Forum (E90 E92)

BMW Garage BMW Meets Register Search Today's Posts Mark Forums Read


Go Back   M3Post - BMW M3 Forum > M3 (E90 / E92 / E93) > General M3 Forum (E90 + E92 + E93)
 
Steve Thomas BMW
Post Reply
 
Thread Tools Search this Thread
      01-11-2015, 08:41 PM   #1
njdrive
Private
United_States
1
Rep
86
Posts

Drives: a car
Join Date: Apr 2013
Location: Earth

iTrader: (0)

Do Service Advisors make commission ?

Do Service Advisors make commission ?

Do the SA or BMW Techs / dealership mechanics get paid a percentage of the total cost of the repair? It never fails, I’ll bring the car in for one thing, they find 3 more things wrong.
I took my DD in for maintenance. I had the key to the M3 with me so I asked my SA to do a key read because I bought the M3 from another dealership a few weeks earlier. “oh wow, you need a brake fluid flush” and an air filter. The M3 only had 16,000. Last week my DD’s water pump died, I was back at the dealership. My SA said, wow I thought you were going to sell that car. (Yes, my SA has suggested that I should sell my E90 330i.) The next thing he said was, you still haven’t brought the M3 in for the flush and filter. Lucky for him, the service light went on this weekend, lucky for me, I’m still under warranty.

Do SAs get a cut of the final bill or some kind of incentive or award system for getting owners to approve additional repairs ?
__________________
"…And the longer you deny yourself that M satisfaction the more unhappy your soul will be…. Get busy living or get busy dying and stop sweating the small stuff!" i001947
Appreciate 0
      01-12-2015, 12:30 AM   #2
Seattle M3
Private
United_States
2
Rep
76
Posts

Drives: 2011 E90 M3 Comp Pack
Join Date: Mar 2012
Location: Seattle, Wa

iTrader: (1)

Absolutely!
Appreciate 0
      01-12-2015, 09:12 AM   #3
mjposner
Major
mjposner's Avatar
United_States
61
Rep
1,431
Posts

Drives: 2012 E93 M3
Join Date: Mar 2011
Location: US

iTrader: (2)

They also get rewarded for good grades (remember all 5s?). Apparently BMW has now changed to a 10 point scale.
__________________
Previous BMW: 14 M235i, 11 BMW M3; 08 BMW M3; 08 BMW Z4M; 04 X3; 02 M3 Convertible; 02 M3; 00 M Roadster; 94 325 convertible; 85 635csi
My other ride: www.mjposner.com/corvair
Check out my Mountain retreat:www.blueridge-rental.com
My Car Photo Blog: http://carfisheye.blogspot.com/
Appreciate 0
      01-12-2015, 10:24 AM   #4
Helmsman
Major
Helmsman's Avatar
Sweden
42
Rep
1,028
Posts

Drives: M3 E90 AW ZCP 2011
Join Date: Mar 2014
Location: Sweden

iTrader: (0)

Quote:
Originally Posted by mjposner View Post
They also get rewarded for good grades (remember all 5s?). Apparently BMW has now changed to a 10 point scale.
This one is interesting - thanks. Will check if applied here too.

Cheers
Appreciate 0
      01-12-2015, 03:56 PM   #5
SuckaGDog
First Lieutenant
20
Rep
384
Posts

Drives: M
Join Date: Jul 2013
Location: TX

iTrader: (0)

Yes lol...

If they are able to keep their CSI score above 95% (the score is from the surveys you fill out in the email) then they will make up to 7% of each repair order they write up on top of whatever their regular salary is. One my the advisers at my dealer makes $140-$200k a year but he is on another level compared to the other service advisers there. They milk the new car warranty and look for anything even remotely wrong with your car while it is under warranty. Both the techs and advisers benefit from the large dollar amounts from repair orders. Usually dealer management will offer large bonuses at the end of the month/ year depending on their performance. And there is sketchy stuff done at the service level to make this kind of money believe me, I've seen it all.

The percentage will be different depending on that particular dealer's policy I am just speaking from what I know at mine.


And the all 5s and 10s have always been there on the survey they just moved the questions around and the majority of the questions are scaled from 1-10, 10 being the highest.

Source: I work at one lol

Last edited by SuckaGDog; 01-12-2015 at 06:26 PM.
Appreciate 0
      01-12-2015, 04:08 PM   #6
modkrazy
Major
modkrazy's Avatar
30
Rep
1,175
Posts

Drives: m3
Join Date: May 2014
Location: tx

iTrader: (0)

I am going to give my substitute service adviser all 1s on the survey, because they've had my car for a week with no substantial updates, and he was a jittery nervous twit the whole time I was talking to him. Sucks for your bonus, bitch.
Appreciate 0
      01-12-2015, 06:00 PM   #7
Nuriaga
Banned
Egypt
0
Rep
1
Posts

Drives: M3
Join Date: Jan 2015
Location: MI

iTrader: (0)

I don't think they do. That would not be ethical.

Not that am anything near a trusted authority on ethics. After all, I spend a decent chunk of time circumventing the authorities around here just so I can break the rules over and over. They own me.
Appreciate 0
      01-12-2015, 07:56 PM   #8
JoeKixxon
Second Lieutenant
JoeKixxon's Avatar
United_States
11
Rep
254
Posts

Drives: 2008 M3 Sedan
Join Date: Feb 2013
Location: Austin, Texas

iTrader: (0)

I don't know if they get commish or not, but I just had another great experience at BMW of Austin today.

Brought in my 2008 M3 for an oil change and inspection sticker. Got exactly that - nothing more or less.

The best part: My rear tire tread was right at the pass/fail level... no extra tread, just right there on the bubble. They passed me and gave me a heads-up on the (almost) low tread. Would have been such an easy time to sell me some new Pilot Super Sports. (Which I will buy from them anyway).

Oh and the car is out of warranty now, but they still offered me a service loaner at no charge. FOR AN OIL CHANGE! (I had a ride so I declined).

LOVE THOSE GUYS. BMW of AUSTIN ROCKS.
Appreciate 0
      01-12-2015, 08:59 PM   #9
WickedE93
Captain
United_States
40
Rep
798
Posts

Drives: White E93 M3
Join Date: Feb 2014
Location: Pico Rivera

iTrader: (2)

They get commission, I used to work at a Honda dealer back in the day. Dealerships are fine when under warranty because it's not coming out of pocket but beware once you're out of it unless you formed nice tight bond with your service writer over the period of time you warranty was active. Otherwise I advise finding a good indy shop.
Appreciate 0
      01-12-2015, 09:07 PM   #10
aus
Major General
United_States
148
Rep
7,626
Posts

Drives: Odysse
Join Date: Jul 2005
Location: Seal Beach, CA

iTrader: (7)

Quote:
Originally Posted by SuckaGDog View Post
Yes lol...

If they are able to keep their CSI score above 95% (the score is from the surveys you fill out in the email) then they will make up to 7% of each repair order they write up on top of whatever their regular salary is. One my the advisers at my dealer makes $140-$200k a year but he is on another level compared to the other service advisers there. They milk the new car warranty and look for anything even remotely wrong with your car while it is under warranty. Both the techs and advisers benefit from the large dollar amounts from repair orders. Usually dealer management will offer large bonuses at the end of the month/ year depending on their performance. And there is sketchy stuff done at the service level to make this kind of money believe me, I've seen it all.

The percentage will be different depending on that particular dealer's policy I am just speaking from what I know at mine.


And the all 5s and 10s have always been there on the survey they just moved the questions around and the majority of the questions are scaled from 1-10, 10 being the highest.

Source: I work at one lol
Why the hell do some dealers try not to cover stuff that should be covered?? You read stories all the time of the dealer not wanting to cover stuff under warranty.
.
__________________
Let me get this straight... You are swapping out parts designed by some of the top engineers in the world because some guys sponsored by a company told you it's "better??" But when you ask the same guy about tracking, "oh no, I have a kid now" or "I just detailed my car." or "i just got new tires."
Appreciate 0
      01-13-2015, 08:26 AM   #11
mjposner
Major
mjposner's Avatar
United_States
61
Rep
1,431
Posts

Drives: 2012 E93 M3
Join Date: Mar 2011
Location: US

iTrader: (2)

Why the hell do some dealers try not to cover stuff that should be covered? Because they no or believe they will not get reimbursed from the factory. If you want a good laugh look at the shop manuals BMW uses. For many issues it will say, tell customer hat it is supposed to sound/act/do that, and if and only if customer complains do service x to fix.

As for SAs, I always give my guy 5s (now 10s) even if they take too long or screw up because I need him on my side at all times.
__________________
Previous BMW: 14 M235i, 11 BMW M3; 08 BMW M3; 08 BMW Z4M; 04 X3; 02 M3 Convertible; 02 M3; 00 M Roadster; 94 325 convertible; 85 635csi
My other ride: www.mjposner.com/corvair
Check out my Mountain retreat:www.blueridge-rental.com
My Car Photo Blog: http://carfisheye.blogspot.com/
Appreciate 0
      01-13-2015, 11:33 AM   #12
WickedE93
Captain
United_States
40
Rep
798
Posts

Drives: White E93 M3
Join Date: Feb 2014
Location: Pico Rivera

iTrader: (2)

Quote:
Originally Posted by aus View Post
Why the hell do some dealers try not to cover stuff that should be covered?? You read stories all the time of the dealer not wanting to cover stuff under warranty.
.
Because for certain types of jobs the approval of the service manager is required and he or she is on a different system than the service adviser (ways to obtain a bonus ETC).
Appreciate 0
      01-13-2015, 01:26 PM   #13
MTM
Second Lieutenant
4
Rep
278
Posts

Drives: 2009 M3
Join Date: Sep 2011
Location: Houston

iTrader: (1)

Quote:
Originally Posted by modkrazy View Post
I am going to give my substitute service adviser all 1s on the survey, because they've had my car for a week with no substantial updates, and he was a jittery nervous twit the whole time I was talking to him. Sucks for your bonus, bitch.
Just curious...what dealer is it at?
Appreciate 0
      01-13-2015, 01:43 PM   #14
Flying Ace
aviateur de premičre classe
Flying Ace's Avatar
United_States
279
Rep
3,122
Posts

Drives: Civic E90 M3, X5d LCI
Join Date: Jul 2014
Location: San Francisco, CA

iTrader: (3)

Quote:
Originally Posted by SuckaGDog View Post
Yes lol...

If they are able to keep their CSI score above 95% (the score is from the surveys you fill out in the email) then they will make up to 7% of each repair order they write up on top of whatever their regular salary is. One my the advisers at my dealer makes $140-$200k a year but he is on another level compared to the other service advisers there. They milk the new car warranty and look for anything even remotely wrong with your car while it is under warranty. Both the techs and advisers benefit from the large dollar amounts from repair orders. Usually dealer management will offer large bonuses at the end of the month/ year depending on their performance. And there is sketchy stuff done at the service level to make this kind of money believe me, I've seen it all.

The percentage will be different depending on that particular dealer's policy I am just speaking from what I know at mine.


And the all 5s and 10s have always been there on the survey they just moved the questions around and the majority of the questions are scaled from 1-10, 10 being the highest.

Source: I work at one lol
wow, no wonder SA's never says no to anything you bring up regarding the car...the Service Manager is the control ensuring that BMW doesn't fix frivolous items.
__________________
Appreciate 0
      01-13-2015, 01:44 PM   #15
1MOREMOD
2015 Track Days - 7|Ridge 1:52:24|Pacific 1:33:30
1MOREMOD's Avatar
United_States
354
Rep
14,586
Posts

Drives: Race car->
Join Date: Mar 2009
Location: check your mirrors

iTrader: (5)

Quote:
Originally Posted by Flying Ace View Post
wow, no wonder SA's never says no to anything you bring up regarding the car...the Service Manager is the control ensuring that BMW doesn't fix frivolous items.
Yep they will try to fix things you think are the problem even if it isnt!
Appreciate 0
      01-13-2015, 03:26 PM   #16
SuckaGDog
First Lieutenant
20
Rep
384
Posts

Drives: M
Join Date: Jul 2013
Location: TX

iTrader: (0)

Quote:
Originally Posted by aus View Post
Why the hell do some dealers try not to cover stuff that should be covered?? You read stories all the time of the dealer not wanting to cover stuff under warranty.
.
The tech can write down what he believes will fix the problem but lets say for example he has to get the shop foreman approval and that foreman disagrees then you have a situation of them not wanting to cover that item or component. The foreman is the one who says yes or no to cover something under warranty along with the service director/manager. But sometimes the dealer has to eat the cost if the warranty doesn't want to cover something and is looking out for customer retention and good relations.

Or if the foreman says ok but it escalates to BMW NA for some reason and the regional engineer comes out to inspect they can say yes or no.

Just a few examples of why something might not end up being covered.

Along with the sketchiness I mentioned in the previous post I will explain a bit on it. Here is a situation I've seen involving 3rd party warranty, customer brings in car and complains about oil leak and tech notes down it requires replacement of external line along with the internal line that goes into the engine. Said replacement time was 12hrs but tech got it done in much less time than that, about 3hrs.

Long story short customer found out through various channels and requested management to inspect, dealer inspected and it turns out the internal line was never replaced. The original date of manufacture on that part was year model of car. So the tech pocketed the extra paid labor hours plus parts. This also benefited the service adviser who wrote the car up because they make money off repair orders.

So moral of the story is if you are feeling like you are getting played or getting your 3rd party extended warranty milked ask for the old parts back. Normally 3rd party warranty companies don't require old parts to be sent to them, hardly ever. Only things replaced under BMW warranty are required to be sent back.

3rd party warranties are actually capped to value of your car at the time of purchase and or the total repairs accumulated to the value of the car at the time it is in for repairs. If you read the fine print on your contract it will state their exact policies regarding it. If you get repairs authorized by the warranty company but the work isn't actually performed not only is it screwing the warranty company it is screwing you back because it is taking away from your allowed dollar amount for future repairs.

Hope this answers anyone's questions and sorry for the mess I was trying to type it quickly.


Quote:
Originally Posted by JoeKixxon View Post
I don't know if they get commish or not, but I just had another great experience at BMW of Austin today.

Brought in my 2008 M3 for an oil change and inspection sticker. Got exactly that - nothing more or less.

The best part: My rear tire tread was right at the pass/fail level... no extra tread, just right there on the bubble. They passed me and gave me a heads-up on the (almost) low tread. Would have been such an easy time to sell me some new Pilot Super Sports. (Which I will buy from them anyway).

Oh and the car is out of warranty now, but they still offered me a service loaner at no charge. FOR AN OIL CHANGE! (I had a ride so I declined).

LOVE THOSE GUYS. BMW of AUSTIN ROCKS.
BMW of Austin is very good one of the best dealers in Texas, no doubt.

Last edited by SuckaGDog; 01-13-2015 at 03:37 PM.
Appreciate 1
aus148

      01-13-2015, 06:10 PM   #17
Wilsel
Private First Class
4
Rep
133
Posts

Drives: Currently seeking
Join Date: May 2014
Location: Atlanta

iTrader: (0)

No wonder they are always trying to sell alignments on cars under warranty with very little miles.
Appreciate 0
      01-13-2015, 07:59 PM   #18
Patrón
4th ///M
Patrón's Avatar
United_States
41
Rep
746
Posts

Drives: ESS 625 DCT
Join Date: Sep 2013
Location: San Antonio, TX

iTrader: (1)

Quote:
Originally Posted by JoeKixxon View Post
I don't know if they get commish or not, but I just had another great experience at BMW of Austin today.

Brought in my 2008 M3 for an oil change and inspection sticker. Got exactly that - nothing more or less.

The best part: My rear tire tread was right at the pass/fail level... no extra tread, just right there on the bubble. They passed me and gave me a heads-up on the (almost) low tread. Would have been such an easy time to sell me some new Pilot Super Sports. (Which I will buy from them anyway).

Oh and the car is out of warranty now, but they still offered me a service loaner at no charge. FOR AN OIL CHANGE! (I had a ride so I declined).

LOVE THOSE GUYS. BMW of AUSTIN ROCKS.
I've heard nothing but great things about Austin BMW.
__________________
ESS TUNING 625
Appreciate 0
      01-13-2015, 10:21 PM   #19
Race_Doc11
Major
Race_Doc11's Avatar
United_States
42
Rep
1,335
Posts

Drives: 2013 Audi RS5 & 08 M3 E93 SOLD
Join Date: Jan 2008
Location: USA

iTrader: (1)

Garage List
2013 Audi RS5  [5.00]
2008 E93 M3  [5.00]
Yes! Absolutely on commission..
Appreciate 0
Post Reply

Bookmarks

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Forum Jump


All times are GMT -4. The time now is 04:47 AM.




m3post
m3post
Powered by vBulletin® Version 3.7.0
Copyright ©2000 - 2015, Jelsoft Enterprises Ltd.
1Addicts.com, BIMMERPOST.com, E90Post.com, F30Post.com, M3Post.com, ZPost.com, 5Post.com, 6Post.com, 7Post.com, XBimmers.com logo and trademark are properties of BIMMERPOST