Consumer Complaints and Reviews
Recently, the "oil service" light came up on the dashboard of my car saying that it "required an oil change". Then started the story of the problem with my X5. I found a reduced price coupon from Tischman BMW, Silver Spring, so I went to their service adviser who took my information and after ten minutes told me that they would add $20.00 because my SAV needs "nine" quarts of oil instead of the advertised "five" quarts, even though it was not clear from the coupon that this was the case for an X5. She also told me that my brake fluid needed a "flush" for $185.00 with recommended micro-filters for an additional $285.00 (but none of this was showing on my car's dashboard). I declined everything, but allowed them to perform the oil change.
After an hour the adviser told me that they had also found a thrust rod bushing problem that would be fixed for $990.00 + tax. I declined the work again and also the free wash, paid for the oil service for $115.00, and left. The next day, I found a pool of water on the garage floor under the car. I called another BMW service center who told me that the pool of water must be A/C condensation. But when I insisted that this had never happened before and that this problem seemed to be excessive water discharge (enough to fill two 1.5 liter water bottles), she eventually gave me an appointment for the same day at 11:00 a.m. to have someone take a look at it.
After waiting for half a day at the dealership they told me that the water issue was caused by a perforated plastic container behind the A/C where excess water is backed up and that this will become a serious issue and eventually burst causing serious damage if it's not fixed now. The price for fixing the problem is $450.00. I am convinced that the service the car received at Tishman, while the oil service was being performed, resulted in this problem. The timing is too coincidental that the leak started on the same day and then we're meant to believe that it's suddenly just "wear and tear". Finally, even though Tishman said that they had performed a full 32 point inspection and apparently had not found any leaks at the time, a leak actually started the next day?!
I took the car into Tischer on 1/10 after the check engine light came on indicating catalytic converter/high emissions and low washer fluid level. Later that day, Kristina **, the service adviser, called to advise that they had filled the washer fluid and checked a bunch of faults and some of the cylinders were misfiring, which they had fixed and everything checked out fine. But I needed to drive the vehicle and come back if the check engine light comes on again, which would require a new diagnostic test of $410? This, in and of itself, was an admission that the problem had not been detected and fixed properly, yet I was charged $508.21, all but $10.01 for labor and tax.
Sure enough, on 3/13, the check engine light came on again with the same warnings regarding the catalytic converter/high emissions and low washer fluid, which was now leaking from the driver's side of the vehicle in front. Once again, I was told that they checked a bunch of faults and upon inspection, found too much noise coming from the intake area and there was an air pipe cracked. I was told that air pipe and valve were fixed and passed in a check of the vehicle. After being quoted a price of $1,227.37 for these repairs, I declined having the washer pump repaired, which would have cost an additional $275. The very next morning, on 3/14, when I started the car, the check engine light came on again. Only this time, saying low coolant level. When I backed the car out of the garage, there was a huge coolant leak. Unfortunately, it was 3:30AM and I was on my way to the airport for a business trip to San Francisco so I had no choice but to drive the car to the airport and deal with the problem when I returned.
Throughout my journey to and from the West Coast, as well as during the trip, I was constantly distracted with thoughts of my car and furious about all the time and money that I had already spent dealing with this problem. When I returned to the parking garage to retrieve my vehicle, there was a huge coolant leak that had run beyond the length of the car and someone had left a note on my windshield that it appeared that I had a fluid leak that I might want to check. This just further aggravated me initially, but in hindsight, I realized that whoever left the note was simply trying to help me out in case I didn't see it before getting into the car. I prayed all the way home that the car would not overheat because I knew that this could cause permanent damage.
After a sleepless night, I took the car into Tischer the next morning and somehow managed to maintain my composure until Kristina advised me that the leaks in the washer fluid and the coolant were unrelated and I now needed $1,600 in additional work. This made absolutely no sense to me since the problem had occurred less than 24 hours after picking up the car and no mention had been made to me in any of my previous repair visits that they also detected leakage in the coolant line. At any rate, I authorized the repair and figured I'd deal with the charges later. Kristina called me later that day and said that it appeared that the leak might be coming from the water pump and appeared to be happening only on a cold start, so they wanted to keep the car overnight and test it in the morning before starting any repairs.
The next morning, she called to let me know that they had replaced the water pump, thermostat and coolant hoses, but there was a very loud noise from the belt tensioner and idler pulley afterward, both of which they had replaced as a courtesy. I picked up the car on the 20th and was presented with another bill of $1,551.47! Thinking this nightmare was over, the next morning I backed the car out of my garage to go to work and what do I found? A huge fluid puddle! To say the least, I was furious and cursing so loud that my wife heard me inside the house and came to the garage door and also couldn't believe what she saw. Needless to say, I drove straight to Tischer and was met by Jack **, another service adviser, who took one look at me and said "oh no!". I asked Jack to direct me to the service manager and he escorted me to Rick ** and I explained the problem.
He looked at me, looked up my service tickets, apologized and told me he'd get to the bottom of the problem and admitted that there was no way that the leakages in the wiper fluid and coolant were coincidental, especially since they occurred within a 24-hour period. I told him that I was a reasonable person, but I had now incurred almost $3,500 in charges for a problem that should have been detected and fixed on the initial visit at a reasonable charge. He agreed and said he would work with me on the charges once the problem had been fixed. It has now been two days since I left the car with Tischer and I have not had even a phone call from them with an update on the situation. Nevertheless, I am sitting with a $3,500 credit card statement, which ironically arrived in my mailbox this morning and trying to figure out what to pay.
The other problem here is a confidence and integrity issue regarding Tischer BMW's customer service and gauging the customer. While everyone that I've spoken with has been pleasant and professional, I could only rely on the expertise of your service team in terms of detecting the problem and ensuring that the repairs were done properly. While I admittedly know nothing about cars (except I love to drive them), after a customer brings a car in a couple times and the problem hasn't been fixed, a service manager needs to get involved and review the service tickets and the work that's been done to make sure that the problem was diagnosed properly and that the customer isn't being gauged.
This is my third BMW and I've never had this type of problem before. But I have to say that after this experience, this may be my last. I have contacted BMW North America and was advised that they really have no authority to force the dealership to adjudicate this matter. Fortunately, I work for a law firm and one of my colleagues is preparing to take the case to small claims court since I've now had to take the car back to Tischer two more times for continued coolant leakage.
A heavy rubber object, presumably tread from a truck (i.e. "18-wheeler"), slammed into the side of my car, a 2007 BMW X5 of mint condition, while I was driving on the I-495 Capital beltway early one morning, damaging the side-view mirror. Specifically, the side-view mirror fell off and was lost. No other apparent damage occurred aside from the rubber markings of the door panel and side-view mirror cover.
The car was taken the next day to the Tischer BMW dealership in Silver Spring, MD. A very courteous and friendly service representative, Juan, reviewed the damage, including the mechanism that folds the entire side-view mirror in and out; and he only noted the mirror to be missing but no other problems (i.e., the folding mechanism was intact).
In hopes of simply replacing the mirror, he retrieved one from the parts department, and along with a mechanic, tried to replace it. He was unsuccessful, and he and the mechanic informed me that the motor that controls the mirror, which the mirror attaches to, not the folding mechanism, must be missing along with the fallen mirror.Therefore, the car needed to stay for further repair. Fine.
I was called that afternoon and was told that the car was ready and the repair was made. No problem, I thought. I picked up the car, and upon inspection, I thought that everything was in order--the mirror was in place and the motor controlling the mirror worked fine. When I got home, I proceeded to fold the entire side-view mirror in which I always do upon parking the car for the night, only to find that it did not move! Remember, 1) we tested it prior to leaving the car and it worked fine, and 2) I was told that the repair was complete--mirror and underlying motor.
The point of this letter is that my confidence in the work that this dealership conducts has fallen significantly! The dealership's lack of diligence in fixing my mirror was obvious. I could easily see that it was not checked out after all of the work was supposedly completed. What if it were an engine problem which completeness I could not verify? Then what?
Finally, when all of this was pointed out, after I had to spend more significant amounts of time taking the car back and picking it up, the service representative suggested that this problem was present when the car was initially damaged. Really? Why wasn't it damaged when another rep and I looked at it initially? Also, why wasn't it fixed if it was broken?! I'm not a mechanic! That is why I spend the extra cash to take my car to a supposedly competent mechanic (i.e. dealership). This should have been checked out before turning the car back over to me and telling me that it was fixed!
My car warning system alerted me that my tire pressure was low. I took it to TISCHER BMW for them to check it out. I was told my car was also due for a scheduled maintainance service for which I gave the ok. While at work I recd a call from the service writer that the tire pressure problem was due to a nail in the tire. He told me the cost to have it replaced (RUN FLAT TIRES).I then informed him that the tires were insured and therefore can be replaced without any cost to me. He then informed me that I would have to take the car back to where I purchased to have it repaired. I called my dealership and they told me quite the opposite.
I was provided a tel # and was told to give it to the service writer at TISCHER BMW. The service writer took the info and said he would take care of it. at around 4:30pm I recd a call from the service writer, informing me that my car will most likely be ready the next day as he was having trouble faxing the info to the insurance co regarding pmt for the tire and even if the fax was to go through at this time (4:30pm+)the insurance co would not respond this late in the day. After hanging up I called the ins co. They told me not only did they recv the info from TISCHER, they had already responded with the authorization for the repairs to be done. I then called back the service writer and infomed him that the info he needed was sitting in his office.
After a short while i recd a call from TISCHER telling me that my car was ready to be picked up and I still had to pay $10+ for the overage in repair cost. Now the thing that baffles me is,WHY DID I HAVE TO DO THE LEGWORK TO HAVE MY VEHICLE REPAIRED?, AND WHY WAS I LIED TO ABOUT HAVING IT REPAIRED AT THE DEALERSHIP WHERE I BOUGHT IT FROM 9 MONTHS AGO? I MADE A CALL TO SEVERAL OTHER DEALERSHIPS THE NEXT DAY AND ASKED HOW THEY WOULD HAVE ADDRESSED MY TIRE ISSUE....EVERY JACK ONE WANTED TO SCHEDULE ME FOR AN APPOINTMENT TO HAVE IT FIXED AT NO ADDITIONAL COST TO ME. SO WHY WAS THE SERVICE WRITER AT TISCHER SO ILL-INFORMED. WHY DID I HAVE TO DO HIS WORK AND BE CHARGED FOR IT. I HAVE NEVER ONCE PLAYED THE RACE OR MINORITY CARD IN MY 30 PLUS YEARS IN THIS COUNTRYBUT DAMN!
I own a 1997 BMW 540i that I purchased used in 09/2000 from CarMax with 76000 miles on it. I took it in to Tischer almost immediately for inspection based on recommmendations of other BMW owners. Three months later, in December of 2000, I took it back to Tischer for a full inspection service, which included replacing the spark plugs. At the time, the car had 79900 miles on it. Since then, I have taken it to Tischer exclusively for service or repairs.
In April of this year, I took it in to Tischer again for an oil change. Soon after I left them, the check engine light came on and the car started misfiring slightly at idle. I parked the car until I found the time to take it back to Tischer. I started it up occasionally, or drove it just enough to keep the battery charged, and the misfire became progressively worse. Finally, on May 24, I called Tischer to ask to bring the car in for repair, but they said they would not be able to look at it until June 1 at the earliest. I was very concerned about the severity of the problem, so I took it to an independent BMW mechanic. At this point, the car had 101,500 miles on it.
The check engine light was caused by the failure of the cam sensor. He replaced the sensor, but the car continued to misfire. After further diagnostic tests, he found that the spark plug on cylinder #2 had worked its way loose, to the extend that the threaded hole in which it was installed was badly damaged. When I asked him how the problem started, he stated that most likely the spark plug was not sufficiently tightened when it was installed. When he said that, he was under the impression that the spark plugs had just been replaced, but I found that the plugs had actually been last replaced in December of 2000. He told me that it is entirely feasible that the spark plug could take that long to work loose.
Tischer has up to now stated that the spark plugs are out of warranty, and they have no responsibility to cover the repairs. I feel that I have a reasonable basis to believe that this problem was caused by their mistake.
How do I know I can trust these reviews about Tisher BMW?
- 609,643 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Tischer BMW Company Profile
- Company Name:
- Tisher BMW