[Spaxe]

Hey everyone,

I'm dealing with a pretty ridiculous situation at BMW of Springfield and could really use some advice. It all started when I took my 2024 M3 Competition (only 2,000 miles on it) in for a shaking issue when braking from 10 mph to a stop.

At first, everything seemed fine. The service guy was great, and they even squeezed me in without an appointment because I had an event coming up. They gave me a loaner - an M440i convertible.

But things went weird fast after this...

I drove the loaner home on Saturday. It had rained earlier, but when it stopped, I put the top down for about 10 minutes on the Garden State Parkway. No big deal, right?

Wrong. Somehow, someone recorded me driving with the top down and sent it to the dealership realizing it was a dealership car. Next thing I know, I get this weird text on Monday telling me to come pick up my M3. They wouldn't explain anything over the phone.

When I finally got through to them, they accused me of "abusing" the loaner because I drove with the top down in "wet conditions." Which is ridiculous - who would drive with the top down while it's ACTUALLY raining and get themselves wet?

Then they completely changed their story. Now they're saying they won't work on my car because it's "modified." I do have front-mount intakes, but they knew about those from the start and even had me remove them to test if that was causing the issue.

The whole thing feels like they're making excuses not to fix my car. The manager, Tino Pereria, seems to be behind all of this.

I've got all the paperwork and a timeline showing how none of this adds up. I'm seriously considering getting a lawyer involved if they try to flag my car.

Has anyone dealt with something like this before? Am I overreacting here? I'd really appreciate any advice on what to do next.

Thanks for reading. This whole thing is pissing me off.​​​​​​​​​​​​​​​​

Read comments for more context...

[Westside Guy]

Why not remove the front mount intakes and go to another dealer’s service department?

[cbpip]

BMW NA , get them involved. Report the dealer.

[Gemini562]

Ask the dealership for the video to see exactly what's going on.
If they refuse to give you the video, don’t push them, just document that they denied your request. Then, let BMW know about this refusal because it adds to the shady behavior on their part.

[BlkGS]

This whole thing sounds totally unbelievable.

First, of they didn't want to work on the car for some reason, they'd just send it back as "unable to duplicate issue" or "vehicle performing normally" and send you on your way. Or they'd say you were abusing the brakes or something like that and send you on your way. So all this other stuff seems crazy to get you to go away.

Second, of the car is modified, they have every right to flag it in their system as modified. That's what they're supposed to do. If you didn't want the car to get flagged, you should have either taken the mods off, not modded it, or taken it to an Indy shop.

I'd just get my car back and move on. There's clearly something else going on here we aren't being told, because the whole story makes no sense.

[Spaxe]

Originally Posted by Westside Guy

Why not remove the front mount intakes and go to another dealer’s service department?

They are already off - the dealership treatment is the issue. After I told him I would be making a formal complaint, he said he would flag my car so other dealership would not work on the car either...

[Spaxe]

Originally Posted by BlkGS

This whole thing sounds totally unbelievable.

First, of they didn't want to work on the car for some reason, they'd just send it back as "unable to duplicate issue" or "vehicle performing normally" and send you on your way. Or they'd say you were abusing the brakes or something like that and send you on your way. So all this other stuff seems crazy to get you to go away.

Second, of the car is modified, they have every right to flag it in their system as modified. That's what they're supposed to do. If you didn't want the car to get flagged, you should have either taken the mods off, not modded it, or taken it to an Indy shop.

I'd just get my car back and move on. There's clearly something else going on here we aren't being told, because the whole story makes no sense.

I am certainly not lying or leaving anything out. Added some images for additional context.

[Spaxe]

Originally Posted by BlkGS

This whole thing sounds totally unbelievable.

First, of they didn't want to work on the car for some reason, they'd just send it back as "unable to duplicate issue" or "vehicle performing normally" and send you on your way. Or they'd say you were abusing the brakes or something like that and send you on your way. So all this other stuff seems crazy to get you to go away.

Second, of the car is modified, they have every right to flag it in their system as modified. That's what they're supposed to do. If you didn't want the car to get flagged, you should have either taken the mods off, not modded it, or taken it to an Indy shop.

I'd just get my car back and move on. There's clearly something else going on here we aren't being told, because the whole story makes no sense.

Okay, I get your point but I had front mount intakes in which have no correlation to my entire car shaking when I brake.

My car went in first time on Monday 09/23 with intakes on, they looked around and said nothing was the issue but just to be sure take off your intakes and come back and we will get BMW (corporate?) involved.

So the next day tuesday 09/24 I took the the intakes off and dropped off the car the same day... and they worked on the car till Saturday. Which is 4 days they tried to figure out the problem but couldn't so I show up on saturday to pick up the loaner and this is when the rest of the story goes down.

[BlkGS]

Yeah... That's wild. The write up is literally like "couldn't find the issue, manager said to send it home".

If they're worried about people driving loaner verts in the rain, they probably shouldn't have loaner convertibles.

[Spaxe]

Originally Posted by BlkGS

Yeah... That's wild. The write up is literally like "couldn't find the issue, manager said to send it home".

If they're worried about people driving loaner verts in the rain, they probably shouldn't have loaner convertibles.

Bro, that's not the end of it. This guy on the phone was being rude for no reason... Sure I put the top down but seriously, are you going to come off that hostile to a customer when it wasn't even actually raining? Also, they could've just asked for the loaner back, but refusing service and then shifting the blame on the modification so the manager has some legs to stand on? As I told him, watch out for a complaint.

[jkoral]

Originally Posted by Spaxe

The manager, Tino Pereria, seems to be behind all of this.

He has 29+ years at BMW Springfield (per LinkedIn)

I don't think BMW NA will get involved, but YMMV. Your best bet might be to contact the General Manager of the dealership for a friendly conversation (helping understand what happened, and why you have a new car with no modifications in current state that won't be worked on, etc). Even better if you can have that conversation in person rather than written down/emailed. I would go that route before contacting a lawyer.

But with a service manager that has been at dealership for 29 years, he probably has a pretty good working relationship with the GM.

Did you purchase the M3 Comp from this dealer?

[Spaxe]

Originally Posted by jkoral

He has 29+ years at BMW Springfield (per LinkedIn)

I don't think BMW NA will get involved, but YMMV. Your best bet might be to contact the General Manager of the dealership for a friendly conversation (helping understand what happened, and why you have a new car with no modifications in current state that won't be worked on, etc). Even better if you can have that conversation in person rather than written down/emailed. I would go that route before contacting a lawyer.

But with a service manager that has been at dealership for 29 years, he probably has a pretty good working relationship with the GM.

Did you purchase the M3 Comp from this dealer?

No, I did not purchase the car from here but you made some great points so I think I can start with the general manager.

[NickyC]

What is the problem with driving a convertible in the rain? I cannot tell you how many times I've driven my various verts in the rain over the years. It's all part of owning a vert, and nothing bad ever happened to the cars. Fun thing is, if you go fast enough really only the water you have to worry about getting in the car is when it comes off the windshield to the sides. Otherwise, the wind blowing over the car shoots the rain right off!

[Spaxe]

Originally Posted by NickyC

What is the problem with driving a convertible in the rain? I cannot tell you how many times I've driven my various verts in the rain over the years. It's all part of owning a vert, and nothing bad ever happened to the cars. Fun thing is, if you go fast enough really only the water you have to worry about getting in the car is when it comes off the windshield to the sides. Otherwise, the wind blowing over the car shoots the rain right off!

Yes, exactly I was on the highway going like 60 MPH and everything was just blowing off the sides and top. AND IT WASNT EVEN RAINING, just the water on the road after the rain was being kicked up. And whoever the heck recorded that shit must've seen just all that water kicking up and making it like hazy around the car and assumed I would be drenched sitting inside... obviously that was not the case.

I was thrown off because they said and I quote, "It's like we leave your BMW parked in the rain outside with all the windows rolled down" at that point I knew to get my car out of there ASAP.

Got the car back dirty and finger prints all over it, didn't even bother to wipe it down. The whole situation just didn't sit right with me and tbh I am unsure why they are acting this way.

[DrVenture]

The whole driving the loaner in the rain is just weird. If there is a problem with the car they should point it out. In any case, it is completely irrelevant to the warranty work.

The work order clearly describes that there is a reproducible problem with the car. It also appears that whoever wrote that work order is pointing a finger at the
"manager" as stopping work without resolution. Distancing themselves.

This makes me think that the manager realized this was going to eat some time and they were not going to be compensated enough by BMW for their time and effort. So, they are attempting to get rid of you. Maybe they want to make it another dealer's problem.

Now they have the whole "modification" red herring to hang their hat upon. This is another irrelevancy to their addressing the warranty issue. This doesn't strike me as honorable business. Hopefully, the GM has more honor, but I have my doubts.

[tracer bullet]

1) Check yourself, if you want anything don't tell them they're serving "next level bullshit" on a recordable media.

2) Read up on brake bed-in procedures, and then go do it. 99% chance it'll fix your low speed shaking while braking.

3) Drive your car harder and you won't have the issue again.

[Spaxe]

Originally Posted by tracer bullet

1) Check yourself, if you want anything don't tell them they're serving "next level bullshit" on a recordable media.

2) Read up on brake bed-in procedures, and then go do it. 99% chance it'll fix your low speed shaking while braking.

3) Drive your car harder and you won't have the issue again.

I was pissed in the moment, in hindsight I could've been more professional.

I have done 2 & 3. This has been happening since 1500 miles and now I am at 29xx.

[Spaxe]

So they admitted they refused service based on the way I handled their loaner. See below for more information and my reply.

[MisanoblueZ4]

Time to find another dealership and hope your car hasn’t been flagged by BMW for voiding warranty.

Concerns going forward. First this dealership is out, as owner of the car I would not trust them going forward….humans hold grudges, anyone in that service bay could screw with your car.
2nd is the likely hood this manager with 29 years in, will spread the word to other dealerships near you essentially sabotaging any chance of a relationship.
3rd this whole situation is nuts.

[thebmw]

Dealerships have a bad reputation, and it is well earned. But they have every right to protect their property and refuse service. You are not "owed" anything. It is a private business.

I do believe, based on the word choice you have used here and in your communication with the dealership, that you are probably in your 20's, a little rough around the edges, and need to treat people a little more professionally and respectfully. I used to live in Jersey and people were either sophisticated (few and far between) or acted like punks. Don't take this as an insult, but rather, an opportunity to look in the mirror and ask yourself how you project and appear to other people.

I bet that if it was someone else driving the convertible, like me, they may have been fine with it because of how I treat others, how I speak, and how I present myself. They absolutely had the discretion of looking the other way when watching the video, but chose not to cause you didn't rub them the right way (figuratively...and maybe literally LOL).

[3PedalJake]

NJ, 1% "sophisticated", 99% "punks". Gets along with everyone and gives free advice on how to project oneself.

[Spaxe]

Originally Posted by thebmw

Dealerships have a bad reputation, and it is well earned. But they have every right to protect their property and refuse service. You are not "owed" anything. It is a private business.

I do believe, based on the word choice you have used here and in your communication with the dealership, that you are probably in your 20's, a little rough around the edges, and need to treat people a little more professionally and respectfully. I used to live in Jersey and people were either sophisticated (few and far between) or acted like punks. Don't take this as an insult, but rather, an opportunity to look in the mirror and ask yourself how you project and appear to other people.

I bet that if it was someone else driving the convertible, like me, they may have been fine with it because of how I treat others, how I speak, and how I present myself. They absolutely had the discretion of looking the other way when watching the video, but chose not to cause you didn't rub them the right way (figuratively...and maybe literally LOL).

I appreciate your perspective, but I think it's important to clarify a few points about the situation:

Yes, I was angry, but this was after the fact and was a result of my frustration with how I was treated. The dealership sent me a satisfaction check asking if I was satisfied with their service, to which I replied honestly that I wasn't and didn't want to return to their dealership.

In hindsight, I have already acknowledge I could have been more professional in my later communications. However, this was after they had already told me they wouldn't work on my car and demanded I return the rental immediately, without listening to my side of the story.

The world is indeed a unique place with different personalities, and I'm usually extremely calm. I've never had issues like this in the past. Their abrupt refusal of service and accusatory tone caught me completely off guard and significantly upset me.

Consider the situation: I was at work when they contacted me, refusing to clarify if my car was fixed or why they wanted me to pick it up. I had to take leave from work to go home, pick up the rental, and drop it back off to them. Is this really the right way to treat a customer?

Prior to this incident, I had been nothing but respectful, thanking them for squeezing me in and for providing the loaner. It was only after being treated poorly that my tone changed. While I agree that professionalism is important, I believe it's a two-way street. The dealership's actions and communication were far from professional or customer-friendly.

I understand dealerships have the right to refuse service, but I also believe customers have the right to expect clear communication, fair treatment, and for safety concerns to be addressed. My frustration stemmed not from entitlement, but from genuine concern about my vehicle's safety issue being dismissed without proper explanation.