Warranty Dispute

ASCAUTO3 · 08-11-2008, 02:18 PM

It looks like I will be having a warranty dispute on my hands when I return to the dealer.

Short Version of the story is: I Heard a noise in my wife's 07 328xi - Trip to dealer results in them finding four broken right side motor mount bolts. Dealer's theory is that a pothole cause the axle to contact the mount and break the bolts, thus non-warranty damage. They will likely charge $400.

I was driving when the noise started and there were no potholes encountered even remotely significant enough to remember. I am not saying that I've never hit one but there was nothing recently attributable to the bolts.

Here's the question: Without acting like a jerk when I return to the dealership - What is the best way to resolve a warranty dispute?

I will obviously have a discussion about what they will receive on their all so precious Customer Satisfaction Survey, but should I just pay and write to BMWNA? Or would I be talking to a wall and try to resolve it at the dealership?

ganeil · 08-11-2008, 02:28 PM

I would request to speak to with the BMWNA rep who covers the dealership's service dept.

darkphantom · 08-11-2008, 02:36 PM

I would not pay if I heard it prior to any pothole incident, or if you had mentioned it to the dealer before...

EDK99 · 08-11-2008, 03:04 PM

BMWNA pays for warranty work so if dealer "thinks" it is not covered then contact BMWNA to talk to the rep for that dealer.

Michael Schott · 08-11-2008, 03:24 PM

The dealer is way off base IMO. I've never heard of a pothole that breaks motor mounts. Certainly our cars are designed to handle this sort of road hazard. If the hole was that bad there would be other damage as well including wheel and suspension problems. I hope BMWNA comes through.

Thanks, Mike.

Maestro · 08-11-2008, 03:33 PM

Let put it this way, if a pothole did that sort of damage then you would have other sights of damage like a tire, front end out of whack, rim possible bent.

I can tell you I hit a pot hole at 40MPH took out the tire and bent the rim and not other signs of damage including wheel alignment.

Also if the axle came in contact with the frame of mounts there would be marks on the the axle, have them put it up on the rack and have them show you signs of impact like metal to metal.

If they can not show other signs of damage the only thing you can conclude it the bolts were over torqued at assembly.

Make them prove pothole or impact damage, because they make more from out of warranty repairs then they do for in warranty, they will charge you $400 but BMWNA will only give them $250.

Being in NJ your problem is not pothole but humps in the road.

ganeil · 08-11-2008, 06:10 PM

I did not notice you are in NJ. Take a trip to Woodcliff Lake and drop by BMWNA if necessary.

GMWNashville · 08-11-2008, 06:16 PM

strange as it is...in the last 8 months ive seen two e46's with broken engine mount brackets(snapped in half!) personally...you have an arguement that if you hit something hard enough to brake an engine mount youd have other damage too(as was the case with these e46's)

BMW F22 · 08-11-2008, 06:21 PM

I would just tell them to prove their theory because until it's proven, they have to get it fixed at no charge to you.

simp0man · 08-11-2008, 06:33 PM

Definitely fight it. 40k car breaks an engine mount from pothole, please.

ASCAUTO3 · 08-11-2008, 07:28 PM

I will keep you all posted. I was supposed to hear from the SA today, and didn't. My wife is in the loaner and content, so I'll post how it goes. Thanks for the insight.

Jack in Jax · 08-13-2008, 12:16 PM

AS:

It does seem that BMW NA's regional rep is the best 'next step'. However, don't stop there. BMW CCA just expanded their Ombudsman program and invite members to contact them any time there is an owner-dealer conflict the owner feels is not being resolved fairly. In your shoes, I would talk to one of the CCA Ombudsman while waiting to talk to the BMW Rep. Any additional info can only be useful to you at this stage.

Annual dues are only 10% of what the dealer is threatening to charge... <g>

Jack

nyalpine90 · 08-13-2008, 12:35 PM

DAM...that must of been one hell of pothole u hit lol

ur better off goin thru BMWNA to get this resolve

ASCAUTO3 · 08-14-2008, 09:34 PM

So the SA called back on Tues and said that they further located thrust arm bushings on the front end that also should be replaced. I expressed my discontent with not only this issue, but a sum of my service discontent (including the defective tires fitted on my car that I only learned about after I replaced them). He said the manager would call back.

The SA called back and said the manager would goodwill the bushings, but could do nothing about the bolts. I again expressed my discontent, and informed them that if that is their final answer, that I will pick up the car when it's ready, pay and bring up the issue with BMWNA.

We now have the car back, $420 later. I will be reaching out to the Ombudsman and the Regional Rep.

08-11-2008, 02:18 PM	#1
ASCAUTO3 New Member 1 Rep 5 Posts Drives: 2007 328xi Monaco Blue Join Date: Aug 2007 Location: North Jersey iTrader: (0)	Warranty Dispute - Dealer or BMWNA? It looks like I will be having a warranty dispute on my hands when I return to the dealer. Short Version of the story is: I Heard a noise in my wife's 07 328xi - Trip to dealer results in them finding four broken right side motor mount bolts. Dealer's theory is that a pothole cause the axle to contact the mount and break the bolts, thus non-warranty damage. They will likely charge $400. I was driving when the noise started and there were no potholes encountered even remotely significant enough to remember. I am not saying that I've never hit one but there was nothing recently attributable to the bolts. Here's the question: Without acting like a jerk when I return to the dealership - What is the best way to resolve a warranty dispute? I will obviously have a discussion about what they will receive on their all so precious Customer Satisfaction Survey, but should I just pay and write to BMWNA? Or would I be talking to a wall and try to resolve it at the dealership?
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08-11-2008, 02:28 PM	#2
ganeil Colonel 87 Rep 2,049 Posts Drives: 328i Coupe Join Date: Sep 2006 Location: Georgia iTrader: (0)	I would request to speak to with the BMWNA rep who covers the dealership's service dept. __________________ _____________ 1974 2002tii 1978 320i 2007 328i
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08-11-2008, 02:36 PM	#3
darkphantom Banned 595 Rep 5,946 Posts Drives: E93 335i Join Date: Aug 2007 Location: The place for Bimmers iTrader: (4)	I would not pay if I heard it prior to any pothole incident, or if you had mentioned it to the dealer before...
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08-11-2008, 03:04 PM	#4
EDK99 Captain 33 Rep 934 Posts Drives: 07 E85 M Join Date: Jul 2006 Location: FL iTrader: (0)	BMWNA pays for warranty work so if dealer "thinks" it is not covered then contact BMWNA to talk to the rep for that dealer. __________________ 2007 e85 Imola Red \| Black Leather \| Carbon Leather Trim \| Premium \| Navigation \| Heated Seats
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08-11-2008, 03:24 PM	#5
Michael Schott Colonel 343 Rep 2,118 Posts Drives: 2017 VW GTI Sport Join Date: Dec 2007 Location: Farmington Hills, MI iTrader: (0)	The dealer is way off base IMO. I've never heard of a pothole that breaks motor mounts. Certainly our cars are designed to handle this sort of road hazard. If the hole was that bad there would be other damage as well including wheel and suspension problems. I hope BMWNA comes through. Thanks, Mike.
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08-11-2008, 03:33 PM	#6
Maestro Major 1013 Rep 1,268 Posts Drives: 2007 335i Sedan, 2021 X3 Join Date: Nov 2006 Location: Philadelphia iTrader: (0)	Let put it this way, if a pothole did that sort of damage then you would have other sights of damage like a tire, front end out of whack, rim possible bent. I can tell you I hit a pot hole at 40MPH took out the tire and bent the rim and not other signs of damage including wheel alignment. Also if the axle came in contact with the frame of mounts there would be marks on the the axle, have them put it up on the rack and have them show you signs of impact like metal to metal. If they can not show other signs of damage the only thing you can conclude it the bolts were over torqued at assembly. Make them prove pothole or impact damage, because they make more from out of warranty repairs then they do for in warranty, they will charge you $400 but BMWNA will only give them $250. Being in NJ your problem is not pothole but humps in the road.
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08-11-2008, 06:10 PM	#7
ganeil Colonel 87 Rep 2,049 Posts Drives: 328i Coupe Join Date: Sep 2006 Location: Georgia iTrader: (0)	I did not notice you are in NJ. Take a trip to Woodcliff Lake and drop by BMWNA if necessary. __________________ _____________ 1974 2002tii 1978 320i 2007 328i
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08-11-2008, 06:16 PM	#8
GMWNashville Colonel 172 Rep 2,373 Posts Drives: 19 G05, 16 F80, 10 E70x5D Join Date: Jan 2008 Location: Nashville, TN iTrader: (2)	strange as it is...in the last 8 months ive seen two e46's with broken engine mount brackets(snapped in half!) personally...you have an arguement that if you hit something hard enough to brake an engine mount youd have other damage too(as was the case with these e46's)
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08-11-2008, 06:21 PM	#9
BMW F22 Major General 3566 Rep 9,788 Posts Drives: ///M235i Join Date: Nov 2005 Location: Bay Area iTrader: (8)	I would just tell them to prove their theory because until it's proven, they have to get it fixed at no charge to you.
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08-11-2008, 06:33 PM	#10
simp0man Not looking 2 SPEED, just looking GOOD 45 Rep 2,516 Posts Drives: 07 328i Join Date: Apr 2007 Location: Stockton, Ca iTrader: (1) Garage List 2007 328i [0.00]	Definitely fight it. 40k car breaks an engine mount from pothole, please. __________________
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08-11-2008, 07:28 PM	#11
ASCAUTO3 New Member 1 Rep 5 Posts Drives: 2007 328xi Monaco Blue Join Date: Aug 2007 Location: North Jersey iTrader: (0)	I will keep you all posted. I was supposed to hear from the SA today, and didn't. My wife is in the loaner and content, so I'll post how it goes. Thanks for the insight.
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08-13-2008, 12:16 PM	#12
Jack in Jax Second Lieutenant 8 Rep 226 Posts Drives: Pearson 424 Ketch Join Date: May 2008 Location: Jacksonville FL iTrader: (0)	AS: It does seem that BMW NA's regional rep is the best 'next step'. However, don't stop there. BMW CCA just expanded their Ombudsman program and invite members to contact them any time there is an owner-dealer conflict the owner feels is not being resolved fairly. In your shoes, I would talk to one of the CCA Ombudsman while waiting to talk to the BMW Rep. Any additional info can only be useful to you at this stage. Annual dues are only 10% of what the dealer is threatening to charge... <g> Jack
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08-13-2008, 12:35 PM	#13
nyalpine90 Lieutenant General 7433 Rep 11,843 Posts Drives: MY24 G01 AW Msport Join Date: Feb 2008 Location: L.I. NY iTrader: (4) Garage List 2016 BMW X4 [9.33]	DAM...that must of been one hell of pothole u hit lol ur better off goin thru BMWNA to get this resolve
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08-14-2008, 09:34 PM	#14
ASCAUTO3 New Member 1 Rep 5 Posts Drives: 2007 328xi Monaco Blue Join Date: Aug 2007 Location: North Jersey iTrader: (0)	So the SA called back on Tues and said that they further located thrust arm bushings on the front end that also should be replaced. I expressed my discontent with not only this issue, but a sum of my service discontent (including the defective tires fitted on my car that I only learned about after I replaced them). He said the manager would call back. The SA called back and said the manager would goodwill the bushings, but could do nothing about the bolts. I again expressed my discontent, and informed them that if that is their final answer, that I will pick up the car when it's ready, pay and bring up the issue with BMWNA. We now have the car back, $420 later. I will be reaching out to the Ombudsman and the Regional Rep.
	Appreciate 0 Quote