BMW Bedfordview’s Incorrect Diagnosis

BMW Bedfordview’s Incorrect Diagnosis Left Me More Than R22,000 Out of Pocket — and the Original Problem Remains In February, I took my BMW X5 to BMW Bedfordview for its annual service. At the same time, I specifically asked them to investigate a persistent clunking noise coming from the rear left side of the vehicle when driving over bumps or uneven roads and to provide me with a quotation for the necessary repairs. After inspecting the vehicle, BMW Bedfordview advised me that the FRONT control-arm bushes needed to be replaced. Relying on their professional diagnosis, I returned in May to have the recommended repairs carried out. The vehicle remained at the dealership for approximately four days, and I paid around R18,000, reasonably expecting the problem to have been resolved. Unfortunately, at the time of collection , I heard much worst clunking noise before I had even left the dealership — and it sounded worse than before the repair. BMW Bedfordview then inspected the vehicle again. After approximately 20 minutes, I was told that the installation of the new parts had placed additional pressure on older components, allegedly causing those components to break and leaving the vehicle undrivable. I was then asked to pay a further R4,600 to replace these additional parts. Although this was completely unexpected and unplanned, we paid the additional amount and left the vehicle at the dealership while the required parts were ordered. Approximately one week later, BMW Bedfordview informed us that the vehicle had been repaired and test-driven and that the noise was no longer present. When I collected the vehicle, however, I could still hear the noise. Although it initially seemed less noticeable, it became progressively worse by the following day as I continued driving. I contacted the dealership again and was asked to return so that a foreman could accompany us on a test drive. During the drive, the foreman confirmed that he could hear the noise and acknowledged that it was worse than before the repairs. He advised that he would raise the matter with the rest of the team, as the problem remained unresolved despite the vehicle already having been returned twice within two weeks for the same complaint. We were then required to leave the vehicle with BMW Bedfordview for a third inspection. It was after this inspection that I was informed that their original diagnosis had been incorrect and that the actual problem was allegedly the transfer case(on rear tire of the vehicle). Until this point, all the repairs carried out had focused on components at the front of the vehicle. BMW Bedfordview then informed me that I would need to pay approximately another R10,000 for them to repair what they now claimed was the actual problem — or collect the vehicle with the original noise still unresolved. At this point, I was neither prepared nor willing to pay yet another amount. I had already spent more than R22,000 based on BMW Bedfordview’s diagnosis and recommendations, only to receive my vehicle back with the original problem unresolved and, according to the dealership itself, apparently worse than before the repairs. This BMW has been serviced exclusively by BMW Bedfordview for the past years. We have trusted the dealership to maintain and repair the vehicle properly, which makes this experience particularly disappointing. What concerns me most is not simply the money spent, but the loss of confidence in the diagnosis, workmanship, test-driving process and assurances that the vehicle has actually been repaired. I am therefore requesting that BMW South Africa and BMW Bedfordview urgently investigate this matter and provide a fair resolution. I have paid a substantial amount in accordance with BMW Bedfordview’s diagnosis and recommendations, and I should receive a vehicle with the reported problem properly repaired. If the original diagnosis was incorrect, I should not be expected to bear the financial loss resulting from that incorrect diagnosis. I therefore request that BMW Bedfordview and BMW South Africa: Properly repair the original problem at no further cost to me; Customers should be able to have confidence that an authorized BMW dealership will diagnose problems carefully, carry out repairs properly and stand behind its workmanship. After more than a decade of servicing my two vehicles with BMW Bedfordview, being repeatedly charged for repairs while the same problem remains unresolved is extremely disappointing and, in my view, unacceptable. I sincerely hope BMW South Africa will investigate this matter fairly and help restore the confidence we once had in the dealership. Mrs Katya Margaritov