My experience with this dealership was beyond horrific. The windshield of my BMW 750 was replaced during a service at BMW Mountain View on July 17, 2015. The original windshield was cracked when the service technician replaced the rain and light sensors. The service manager authorized to replace the windshield at BMW’s cost. On April 20, 2017, I dropped off the vehicle for a repair service. Sean Sundland was the service advisor. Reason for the service: Rain water was leaking into the vehicle through the top of the windshield. Since the windshield was replaced and installed at the BMW Mountain View, the responsibility should fall under BMW to repair any technical issues. I had three phone conversations with Sean Sundland on Friday morning, April 21. During the first phone call, Sean stated: “I want to let you know that your windshield is NOT BMW original manufactured.” I explained to him the history noted above. Since the windshield was replaced at BMW Mountain View, I questioned Sean on how a BMW dealership would use after-market parts since he stated the windshield was not a BMW manufactured product. During the second phone call, Sean told me that he verified with Mr. Gary Wilson, the Service Manager on the history of the windshield. Gary confirmed my explanation was accurate. However, Sean told me the warranty would not apply to this case because I did not pay for the windshield. In addition, Sean said: “The windshield needs to be replaced and I will make you a good deal – We will offer 10% off, which would be $3300 +/-“. Followed by a few comments from Sean that are not appropriate coming from a service advisor. I questioned Sean that the windshield was cracked by BMW replaced by BMW in 2015. According to BMW advertisement, BMW is offering two years warranty to all parts and labor. The original BMW factory manufactured windshield on my vehicle was damaged by the technician at BMW Mountain View. BMW replaced with an aftermarket windshield. Now BMW is not honoring this policy because I did not pay for it? During the third phone call, Sean told me that the technician needed to remove the windshield then reseal it. They cannot remove it due to a chip on the windshield. We can replace it at $3300 and file an insurance claim. He criticized a few times of the rock chip repair work was poorly done (It was done by Safelite). He also complained about this issue is wasting a whole hour of his time. I explained to Sean that my insurance agency only pays $1500 for windshield replacement because that is the average price for this situation. The amount $3300 which Sean quoted is more than double of an average windshield replacement. Although I was overly frustrated, I kept my composure through all these conversations with Sean, however it was clear that Sean did not want to establish a common ground. Therefore, I told Sean to hold on the repair. I will pick-up the car the next morning. Sean hung up the phone before I finish my statement. My experience from this incident was beyond horrific. Not only did Sean give me false information, he forcefully tried to push the repair of $3300 on me through multiple unethical tactics. I expected a higher level of professionalism coming from BMW Mountain View. This experience has not only made me doubt this dealerships’ honest guidance towards service and repairs, but it has left a distasteful memory of snide comments, unprofessional behavior, giving false information to customers, and forcing the customer to pay thousands of dollars for an issue that occurred while the vehicle was at the BMW Mountain View. I dropped off two letters on this incident to the General Manager and Service Manager on April 24, 2017. Up to date, I have not received any feedback from them. Running this type of business is shocking. From faulty installs and repairs, to not honoring BMW’s own warranty as advertised, to not respond customer’s feed back, it is unfortunate to see this dealership go down this path.
Eric Hsu
May 14, 2017
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