Disgusted E Mail to Hassel BMW Certified Collision Center, Freeport NY

[NYF32DRIVER]

Originally Posted by motch

I have had mostly bad luck with Hassel Service Center..
They have changed my service adviser a couple of times. The first one was fired (tells you something) and the next two didn't really understand the concept of "Service".

I have had the car (2009 328xi Lease) in for a few problems. Heated steering wheel didn't work and even when I showed them a service bulletin (use to be able to get them off of here), they said it didn't apply to my car (it did) and then they said there was nothing wrong with it.
I literally had to put the service adviser in the seat, turn on the heated steering wheel and show him how it would shut down after about 30 secs...! Then they apologized and said they would fix it~

Next time, it was my Nav system (had told them numerous times how it would freeze up). I had to show them actual pictures of how my Nav system had me driving in the water, off the Atlantic coast! Then they "apologized" and said they would fix it. They did, though they never updated my software and they scratched the center counsel. Being a lease, with less than a year left- I just didn't care anymore.

The final straw is when I brought the car to them back in Sept for a bad right rear light socket (which they replaced a few months after I got the car). On the exit off the Meadowbrook Parkway, there's a pothole that's probably been there for a few years.. well, I hit it. Long story short, bubble in the front left tire.
Having the tire/wheel insurance, no big deal.

A few day later, I pick up my car.
Find scratches and a ding/hole in the rear bumper, right side.
I bring out the manager, demand that they look at the pics of the car when I brought it in (they always take pics of the car when they accept it). Low and behold, no damage to the bumper when it was dropped off!
They "again, apologize" and the manager tells me it won't be held against me when I turn the car it after the lease.
Disgusted, I leave.

on the drive home- problem two.
I've got a shimy on the highway!
I take it to my local dealer (Open Road.. I had moved from Queens to NJ) and they put her on the lift and inform me that not only do I have a bent rim, but there's also a bubble on another tire!
They (Open Road) couldn't believe I had just come from another BMW dealership~

I am not only done with Hassel, I will tell everyone I can to AVOID HASSEL BMW.

They started off good, but once they think they have you.. they don't care about you anymore. I realize it's a business and times have been tough, but when you pay the prices that BMW demands, you should also get the type of service that comes with the price paid.

Ordered my new BMW through BMW Pentagon Sales (Rota office) and she gets delivered next month to Open Road. The few times I've been there, they've been good. Hope that continues~

Motch

Just curious...who was your SA? (first names are fine) Did you speak with the Service Manager Adam B ?

[DLerner]

Not want you want to hear, but my experience has been - can't paint a car or take care of the customer today? Nothing's going to change after you complain or threaten. Cut your losses, find a reputable shop that gives a $hit and move on with your life. These guys don't get it and never will.

[Bimmernerd]

Sorry to hear about the trouble you have experienced. It is amazing that customer satisfaction is so low on the priority list...Too bad but I do not think this kind of company will succeed the 2nd time, they do not have the skill nor the ambition to do a 100% correct job

[BMWrules7]

This is why you never make a side deal and go behind the back of your insurance company.

There are too many things that can go wrong in the process. The simple fact that an "alignment" was included on a brand new car tells me that someone was thinking there might be more here than a scratch. That could point to hidden damage.

Plus, by the OP's failure to notify his insurance company and allow them to examine the original damage, he has probably waived any right to collect reimbursement for any and all damages related to or stemming from this claim. So, the OP is left in the cold. One free phone call to his insurance company could have changed everything. Especially, if this accident were not his fault.

If there were some hidden damage to the wheels or underbody, however slight, the insurance company is off the hook.

A car is at its peak value when you drive it off the lot, so you would want to consider filing a claim for something like this when the car is new...this is important to have the work completed properly to preserve warranty rights. If this car were seven years old you might think about handling the claim this way, but not when she is so new. You should know, however, making side deals at any time without your insurance company's knowledge is a violation of your policy terms and could even amount to fraud.

This is why you have insurance. Let the insurance company intervene. You are more likely to get something done by yelling at the insurance claim specialist that has access to money to pay your claim than you are yelling at some poor body shop owner that is having a bad day.

Finally, if you went through your insurance company then the you could be entitled to have them subrogate and get you 100 percent of your rental fees back. This might depend on your state.

I realize your frustration. The body shop did try to make good a little bit and I am not convinced the body shop should be blasted so badly this early in the dispute. Please keep us posted.

Originally Posted by NYCE90DRIVER

Here is the E Mail to the Manager about my experience with Hassel BMW Certified Collision Center in Freeport, NY. DO NOT GO THERE !

Mr. Cordina,

I simply do not know where to begin. My recent experience at your Hassel "Certified BMW Collision Center" was TERRIBLE on so many levels that it is simply mind-numbing.

On 2/1/2012, my vehicles left side was scratched while parked by a minor "side swipe". The person who hit me left a note and promised to make good financially. He kept his promise.

I decided to bring my A TWO MONTH OLD 2012 535 to you rather than another shop I am familiar with for years... BIG MISTAKE.

Firstly, "Service Advisor" Mr. Tom Confessore needs to rethink his theory that every customer in a naive, know-nothing idiot. When I was younger, I used to inspect new cars and lease returns for an independent leasing company that specialized in "Exotic Cars" so I am well aware

of what SHODDY body shop work looks like. Also, my wife was Office Manager at a Body shop for 3 years.


When I originally asked him how long it would be to do this job, Mr. Confessore told me "6 working days". Mr. Confessore gave me an estimate of 2,390.41 which supposedly included wheel refinishing and alignment. I brought my vehicle in, A TWO MONTH OLD 2012 535,

before noon on Thursday 2/2/2012. I was called Wednesday 2/8 and told that my car would be ready on 2/9. I was then called on 2/9 and told that my car would NOT be ready until 2/10. When I brought the car in, I told Mr. Confessore that I was I was leaving for Florida on

business on 2/11, he made a point of telling me several times how he was "doing me a favor" and "pushing my car in ahead" of others to get it done. Maybe you can explain this since I got it back 6 working days after I brought it in ? (6.5 if you include the first day) I was also

misquoted on the so-called "special Hassel rate" for my rental car a Enterprise. The person who hit my car gave me $300 for car rental in addition to damages, which I was assured would be enough. I had to haggle and complain at Enterprise to get the rate reduced and it STILL

cost me 393.46. Part of this was for the extra day which YOU should have paid for. (more on this later)

I then came to pick up my Vehicle.


The first thing I notice is some sort of residue on the passenger side door. Mr. Confessore has someone remove it (he says it's road tar...it isn't). I didn't yet notice that "it" was also on the rear bumper as well as a few other spots…and still is.


Then I inspect the "paint work"… honestly, I have seen better paint jobs from MAACO. HOW can you release a vehicle after performing such an obviously inferior work ? Do you have NO pride in what you do ? Not only is the paint uneven

and not properly blended but there are FOUR dings and what looks like poor clear coat blending/feathering in the paint on the C pillar !

THIS IS A BRAND NEW CAR AND NOT A LEASE… I AM GOING TO HAVE IT FOR 4 YEARS !!!


Mr. Confessore's response ? "Oh, I'll have those rubbed out" he knew damn well that they wouldn't come out and made me sit there like a fool while he tried (and failed) to cover up the DISGUSTING, incompetent work that had been done, along with trying (and failing) to have the

rest of whatever that residue is (not overspray) removed (there is still plenty on the car). Mr. Confessore then makes a dramatic entrance back into the office and announces to me: "That's not coming out…the Job has to be re-done" He then brings me in the shop to show me. I

see someone trying to get off more of that residue which should have been taken care of before the car was released (especially since it wasn't there when I brought it in). Disgusted, I go back into the office. Confessore then says that he will "redo it and pay for a rental"

The asks that my money be taken from me. I stupidly paid the entire bill ($2,390) in cash.


I then complained once again about the additional rental fee which I STILL feel that YOU owe me. Mr. Confessore then made a big to-do about calling Enterprise and when they told him they had already reduced my rate he told me that there was nothing more he could do. I then

gave him a "are you f#@king kidding me look" to which he responded with "Do you want me to refund you the $90.00 ?" I said: Yes. He then told "Office Manager" or whatever she is to give me the money back, she said: "I already closed it" he said: Ohhh, too late now, I can't give

you the money back; she already closed it… don't worry I'll give you a free detail" (!!???!!!) TOTAL BULLSHIT. Part of my job is setting up invoicing and POS systems for restaurants and I am very computer literate. YOU CAN DO ANYTHING YOU WANT IF YOU WANT TO. Rather then

losing my temper and causing a scene, I forced myself to remain calm at this point. I also found Mr. Confessore's cavalier attitude toward the whole situation simply unbelievable and infuriating.


I now have an invoice in my hand which is suspiciously short on details for the charges. On it is hand written: "LEFT PANEL NEEDS TO BE REDONE! -WE WILL PAY FOR RENTAL" I have now been there nearly 2 hours. I have to leave for Florida tomorrow (today) for 1-2 months to

open a new restaurant and I am (was) shipping my car (by covered car carrier) not sure if I can get the same arrangement next weekend and I may have to drive it.


NOW. This is what is GOING to happen: I am postponing my trip until next weekend. I cannot stand to look at the car, it's sickening. I want this job done NOW and CORRECTLY. You are doing the job over. If you can't do a proper paint job I will send it to someone who can and

YOU will pay for it. I want a partial refund for the time and money you have and will cost me. I want a DETAILED INVOICE explaining all the work you did... NOT meaningless codes. Also, you were supposed to do an alignment… WHERE is the proof of that ?

I will have the job inspected by a third party who has been painting cars for Mercedes, BMW an Rolls for 25 years. If he finds something that I don't. It will be repainted. If you have a problem with ANY of this please tell me ASAP. You will deal with my lawyer; Robert * ******

from then on. I will also happily post this letter as a warning on EVERY BMW Forum there is, including the BMW CCA.

Obviously, "BMW CERTIFIED Collision Center" is meaningless and I will NEVER deal with you again nor will I service my car at Hassel ever again, as I have been since 2007. I am also taking this up with BMW NA about just what constitutes "Certified"

Joseph A ......

[NYF32DRIVER]

Originally Posted by BMWrules7

This is why you never make a side deal and go behind the back of your insurance company.

There are too many things that can go wrong in the process. The simple fact that an "alignment" was included on a brand new car tells me that someone was thinking there might be more here than a scratch. That could point to hidden damage.

Plus, by the OP's failure to notify his insurance company and allow them to examine the original damage, he has probably waived any right to collect reimbursement for any and all damages related to or stemming from this claim. So, the OP is left in the cold. One free phone call to his insurance company could have changed everything. Especially, if this accident were not his fault.

If there were some hidden damage to the wheels or underbody, however slight, the insurance company is off the hook.

A car is at its peak value when you drive it off the lot, so you would want to consider filing a claim for something like this when the car is new...this is important to have the work completed properly to preserve warranty rights. If this car were seven years old you might think about handling the claim this way, but not when she is so new. You should know, however, making side deals at any time without your insurance company's knowledge is a violation of your policy terms and could even amount to fraud.

This is why you have insurance. Let the insurance company intervene. You are more likely to get something done by yelling at the insurance claim specialist that has access to money to pay your claim than you are yelling at some poor body shop owner that is having a bad day.

Finally, if you went through your insurance company then the you could be entitled to have them subrogate and get you 100 percent of your rental fees back. This might depend on your state.

I realize your frustration. The body shop did try to make good a little bit and I am not convinced the body shop should be blasted so badly this early in the dispute. Please keep us posted.

HIS insurance company would have paid NOT mine. Also, there is NO damage to the wheel/underbody. His tire scuffed my front wheel and there was a small amount of rubber from his tire on the front rim.

[Rudeboy]

Hassel BMW IMO is a hassle taking your car there for anything. Shoddy service and whatever you do don't let them wash your car after service. Case in point, took my car for service which took way too long, anyway picked up my car, found the two back rims which is deep dished, dinged up, obviously from them using a brush to clean the rim, manager acknowledges the damage and promised to replace the two rear rims. After going back and fort with the manager for awhile, I called one day and they told me the manager I was dealing with no longer works there and they have no knowledge of my damages. Complained to BMW(NA), they said they can't help me, I would have to deal with Hassel. This is just one of the many issues I've had with them, now I will not bring my car there for anything and if you notice, they change personnel like you change your draws.

[ChasVS]

The Name itself would warn me away! They sure lived up to eh Hassle part of it!

[Prince_of_Persia]

Learn how to deal with people instead of writing this stupid email. Who cares if the car was only 2 month old.

[Neutrino45]

You should leave a review on Yelp.com.

[Neutrino45]

There you go! http://www.yelp.com/biz/bmw-hassel-freeport-2

3 stars. I would have never brought my car there. This is what a good body shop review looks like. I always check the reviews before I do anything. http://www.yelp.com/biz/berlis-body-...s-pflugerville

[NYF32DRIVER]

Originally Posted by Prince_of_Persia

Learn how to deal with people instead of writing this stupid email. Who cares if the car was only 2 month old.

Gee, I remember you... your comments are as useless and moronic as ever I see. BTW, you are obviously in the minority here.

[NYF32DRIVER]

Originally Posted by Neutrino45

There you go! http://www.yelp.com/biz/bmw-hassel-freeport-2

3 stars. I would have never brought my car there. This is what a good body shop review looks like. I always check the reviews before I do anything. http://www.yelp.com/biz/berlis-body-...s-pflugerville

I have been lucky in that I have never had an issue with their Service Department.

[Neutrino45]

Oh, sorry. Wrong review link but you get my point, right?

[Prince_of_Persia]

Originally Posted by NYCE90DRIVER

Gee, I remember you... your comments are as useless and moronic as ever I see. BTW, you are obviously in the minority here.

You remember me from ....?

Who cares if I am in minority or majority or whatever, the way you threaten the dealership or whoever to get your work done is not right, there are way easier ways to do it.

Like you have never screwed up anything in your life! Oh I am sure you think your problem is more important than world hunger and it should be fixed right away, oh and don't forget your $95.

What I am saying is that you could deal with this problem in a way smarter way and you could have a way better result.

GL

[sA x sKy]

OP, I really don't understand why you wouldn't take your car to MAC in the first place if you live in New York. Really makes no sense.

[chumpion]

If I were the dealer and this email came in, I would have refunded all of your money and costs and asked you to take your business elsewhere for this and all future matters.

I have a feeling BMWNA would have my back on that decision as well.

[X2Board]

[John 070]

Originally Posted by chumpion

If I were the dealer and this email came in, I would have refunded all of your money and costs and asked you to take your business elsewhere for this and all future matters.

I have a feeling BMWNA would have my back on that decision as well.

There was something like that at BMW Manhattan. But the guy was such a p**** that he went back again to BMW Manhattan, and the SA told him to hold on. Then the mgr. came out and told them that they won't service his car due to a previous issue between them. The guy left with his tail between his legs and complained to BMWNA. BMWNA told the guy that they own that dealership and the dealership was justified to refuse service.

Moral is as we all know, the customer is not always right at BMW.

[chumpion]

Originally Posted by John 070

There was something like that at BMW Manhattan. But the guy was such a p**** that he went back again to BMW Manhattan, and the SA told him to hold on. Then the mgr. came out and told them that they won't service his car due to a previous issue between them. The guy left with his tail between his legs and complained to BMWNA. BMWNA told the guy that they own that dealership and the dealership was justified to refuse service.

Moral is as we all know, the customer is not always right at BMW.

Did that guy go down the road and buy a 535?

[DnA Diesel]

Originally Posted by NYCE90DRIVER

Firstly, I removed the "moron" comment after the first draft and for some reason, it was not removed on this version. Secondly, it's easy to be calm, reasonable and judgmental when it's SOMEONE ELSE"S property.

It's also easy (or could be depending on one's attitude on how they choose to deal with things) to be calm and respectful when it's YOUR OWN property.

This was me five (5) weeks after getting my new car, five minutes after being the victim of a secondary collision doing nothing more that sitting stopped at a red light, waiting to turn left. Having seen my share of stuff from travels around the world, I figured "stuff happens", and that the most important thing was that everybody was all right....and that that's the kind of stuff insurance is for.



I wish I had you and your wife's expertise in knowing about body shops, because it took me quite a while to find a body shop that I was comfortable taking my car to. In the end, I selected a body shop specializing in vehicle restoration, but only after I had followed up on a few references the owner provided me with to help me with my decision to go with his company or not. I have little experience in body work, but I ensured that the owner knew my expectations including quality of work and timelines before I signed anything to start work. He and his guys were bang on, both work quality and the promised completion date. Had it not turned out this way, I would like to think that I would have been as calm as the day my car was hit, talking with the owner to describe whey I felt the work did not meet my expectations of what he and I discussed previously.

On one hand, I feel for your frustration in the poor quality of work done on an almost new car.

On the other hand, however, I having difficulty being as sympathetic for someone who has as much experience in bodywork as you noted, yet appeared not to have a solid agreement/understanding with the SA on your expectations regarding timeline specifically (was it written on your quote/authorization?) or overall quality. I would also note, that your e-mail doesn't seem to leave the manager much choice in having a reasonable discussion to resolve the issue to your complete satisfaction -- a lot of orders and "thou shalts" being fired across the bow. It seems like you went 'nuclear' right out of the gate. That the SA appears to have been a bit of an assumptive arse to you does little to affect how the manager might most likely have read your e-mail. As well, I would have gone in to see the manager myself, vice firing an e-mail out as you did. E-mails are impersonal at the best of times, and tone is near impossible to convey properly by e-mail.

I hope you get your car refinished to your liking, but I don't have a good feeling that you will.

Mein zwei pfennig,
D.

[BMWrules7]

Certainly, another option is for you to talk to the driver of the other car's insurance company directly and ask them to cut a check.

But you are probably not their customer, right?

So, you would rather ask an insurance company that has no interest in you or your vehicle to help during a bad time? I believe NY is a no fault state.

Why not call your insurance company? You pay them money every six months to insure your car. The premiums you pay are based upon the value of your car. Your insurance company will pay your claim and help ensure your satisfaction regardless of who was at fault. Plus, you have a lot more leverage with your own insurance company since you have a contract with them.

So, in the future, you may want to consider bringing your insurance company into the picture from the start. You can always go after the other guy or his insurance for anything that you did not recover, like your deductible or excess rental fees.

Lots of times your insurance company will get these things back so long as the other driver was 100% at fault.

Originally Posted by NYCE90DRIVER

HIS insurance company would have paid NOT mine. Also, there is NO damage to the wheel/underbody. His tire scuffed my front wheel and there was a small amount of rubber from his tire on the front rim.

[Prince_of_Persia]

Originally Posted by chumpion

Did that guy go down the road and buy a 535?

Haha