[X3mcesq]

Brought my 2021 F97 to my local dealership service center yesterday for an oil change and to put the OEM summer tires back on the OEM rims (had all seasons on thru winter).

SA quoted me $100 for the tire swap which I thought was a great deal and was happy to get this all done in one visit. Oil is included which always feels nice.

Well… things did not go as planned.

After the car was ready (3.5 hours but that's the least of it) I paid the cashier and waited for the car to come around. 10 minutes waiting and I found out that the tech took the car out on the highway for a test drive. Not sure why this would have been needed, and also not thrilled they took my car out of the center without at least telling me, I waited another 15 minutes outside for the car to return. Then SA comes out and tells me to come inside as apparently the service manager wants to talk to me. Immediately I knew it was bad.

At first the manager told me "yea apparently they scuffed a couple of rims" so we need to take a look". Ok, let's go see it.

"Oh it's not here right now, it's on the side of the highway." - why?

"apparently the tech put one of the rear wheels in front and one of the fronts in the rear. It's not driving, i don't know the damage, we sent out a crew. I don't have any more information right now".

Waited another 45 minutes with my palms on my face just in disbelief. Using the app i track the car and see finally it's back on site. I tell the manager and he takes me to the back to take a look and put the car up in the air. At this point there's about 6 bmw employees from management down to the actual tech who did the work, with me checking it out.

After looking over every part of the car it seems they scuffed a couple rims doing the tires itself. If you can't trust a BMW service center to put on the OEM tires on the OEM rims, who should you trust.

Then, to make it worse, with the different sized rears v fronts rims/wheels they scuffed the entire inside of one of the rims, the one that was improperly placed in the front. It was rubbing against the strut up front when they drove on the 'test drive'. The best way I can describe it is that the entire inside of the rim is curb rashed. You can't see it unless under the car. When I say inside i mean the backside. Not sure the proper term for this but again it can't be seen unless car is up in air or you slide underneath it.

Everybody apologized profusely. For right now the remedy offered is:

1. They are sending out the scuffed wheels to be re finished (inside and out).
2. They are going to detail the car when it comes back (apparently a $250 value?)
3. They already refunded the $100 I had paid for the tire swap.
4. They assured me they would fix/handle any other issues that they see or I see when the car is ready, hopefully this Tuesday.
5. They put me in a loaner - 2021 430i


I am seeking advice, thoughts, opinions or anything as to experience with this type of issue or whether they should be doing more.

Should they be getting me new OEM rims?
Should I be getting more in terms of freebies?

I am not naming the service center/ dealership for now as this is a very open situation and I don't know how things are going to look when it comes back. They assured me when this is all said and done they would make it right, and I don't want to put them on blast just yet.

Obviously they have no choice but to make it right but to sum up my reason for posting in one sentence: What do you folks think is 'making it right' in this situation?

In my dream last night they replaced all 4 of my 765M OEMs with those sweet 892M. That was too good to be true though.

[beammeupscottie]

Have them replace the wheels don't accept a repair. Awful. Sorry to hear that.

[Bestle]

I'd be wanting new wheels at the very least.

[JustinP]

I agree with beammeupscottie & Bestle, non-factory alloy wheel clear coat doesn’t last, so insist on new wheels.

Also check the dampers or whatever they scuffed against for damage too.

[X3mcesq]

Originally Posted by JustinP

I agree with beammeupscottie & Bestle, non-factory alloy wheel clear coat doesn’t last, so insist on new wheels.

Also check the dampers or whatever they scuffed against for damage too.

Yea unfortunately I don't know enough about what I am looking at.

Obvious damage I can see but subsequent collateral type damage is what I fear happened when they went out on the highway with the wrong size up front.

[f80NJ17]

Originally Posted by X3mcesq

Brought my 2021 F97 to my local dealership service center yesterday for an oil change and to put the OEM summer tires back on the OEM rims (had all seasons on thru winter).

SA quoted me $100 for the tire swap which I thought was a great deal and was happy to get this all done in one visit. Oil is included which always feels nice.

Well… things did not go as planned.

After the car was ready (3.5 hours but that's the least of it) I paid the cashier and waited for the car to come around. 10 minutes waiting and I found out that the tech took the car out on the highway for a test drive. Not sure why this would have been needed, and also not thrilled they took my car out of the center without at least telling me, I waited another 15 minutes outside for the car to return. Then SA comes out and tells me to come inside as apparently the service manager wants to talk to me. Immediately I knew it was bad.

At first the manager told me "yea apparently they scuffed a couple of rims" so we need to take a look". Ok, let's go see it.

"Oh it's not here right now, it's on the side of the highway." - why?

"apparently the tech put one of the rear wheels in front and one of the fronts in the rear. It's not driving, i don't know the damage, we sent out a crew. I don't have any more information right now".

Waited another 45 minutes with my palms on my face just in disbelief. Using the app i track the car and see finally it's back on site. I tell the manager and he takes me to the back to take a look and put the car up in the air. At this point there's about 6 bmw employees from management down to the actual tech who did the work, with me checking it out.

After looking over every part of the car it seems they scuffed a couple rims doing the tires itself. If you can't trust a BMW service center to put on the OEM tires on the OEM rims, who should you trust.

Then, to make it worse, with the different sized rears v fronts rims/wheels they scuffed the entire inside of one of the rims, the one that was improperly placed in the front. It was rubbing against the strut up front when they drove on the 'test drive'. The best way I can describe it is that the entire inside of the rim is curb rashed. You can't see it unless under the car. When I say inside i mean the backside. Not sure the proper term for this but again it can't be seen unless car is up in air or you slide underneath it.

Everybody apologized profusely. For right now the remedy offered is:

1. They are sending out the scuffed wheels to be re finished (inside and out).
2. They are going to detail the car when it comes back (apparently a $250 value?)
3. They already refunded the $100 I had paid for the tire swap.
4. They assured me they would fix/handle any other issues that they see or I see when the car is ready, hopefully this Tuesday.
5. They put me in a loaner - 2021 430i


I am seeking advice, thoughts, opinions or anything as to experience with this type of issue or whether they should be doing more.

Should they be getting me new OEM rims?
Should I be getting more in terms of freebies?

I am not naming the service center/ dealership for now as this is a very open situation and I don't know how things are going to look when it comes back. They assured me when this is all said and done they would make it right, and I don't want to put them on blast just yet.

Obviously they have no choice but to make it right but to sum up my reason for posting in one sentence: What do you folks think is 'making it right' in this situation?

In my dream last night they replaced all 4 of my 765M OEMs with those sweet 892M. That was too good to be true though.

I will insist on New Wheels this is not acceptable.
You are not driving a civic. It is not like you took the wheels to a local tire shop. They should take full responsibility to replace the wheels.
I will be very upset.

[X3mcesq]

I would want all new wheels but I feel like they are going to only replace the two "scuffed" ones and then I'll have two 7.5k miles wheels and two brand new, and even though my wheels are in great shape I worry something will look off about it.

[spta97]

New wheels for sure. This is their f-up and they are trying to cheap out.

I would also want a new strut - basically anything they damaged should be replaced with new.

[KayTees]

If your car came into their shop in a specific shape cosmetically, then they should expect you to receive your car back the way it was given to them. Refinishing the wheels is almost like putting lipstick on a pig, def have the two wheels replace. Do remember just because they're the dealer, they do everything just by the manual and their "procedures".

[socalhawki]

Sorry to hear about this. I don't think anything would look off with the new wheels. You should demand two new wheels and strut replacement. Your handle says ESQ so you should be able to pressure/draw up a contract on how this service center is responsible to any current and other issues directly related to this mishap.

[X3mcesq]

I want to thank everyone for the prompt and thought out responses. The consensus is two new wheels, no touch ups accepted.

Going to speak to them and hopefully get a a more satisfactory resolution

[freshxdough]

I mean understandably they are in the wrong. They are offering to make it right and have already refunded your money and are offering to give you a full detail. I would appreciate everything they are doing and make sure when it's done it looks as good as new again. No reason to ask for more free stuff. I can't say you'd get the same service from anywhere other than a dealership that has proactively gone above and beyond before you even knew the wheels were damaged (if it never had to be towed back). As long as everything that was damaged is fixed, and you can't tell there was any repair done, then I'd be completely happy.

Everyone makes mistakes and they've gone above and beyond to make you happy and make it right.

[X3mcesq]

Originally Posted by freshxdough

I mean understandably they are in the wrong. They are offering to make it right and have already refunded your money and are offering to give you a full detail. I would appreciate everything they are doing and make sure when it's done it looks as good as new again. No reason to ask for more free stuff. I can't say you'd get the same service from anywhere other than a dealership that has proactively gone above and beyond before you even knew the wheels were damaged (if it never had to be towed back). As long as everything that was damaged is fixed, and you can't tell there was any repair done, then I'd be completely happy.

Everyone makes mistakes and they've gone above and beyond to make you happy and make it right.

That's how I was thinking at the beginning…

Again I appreciate all honest opinions

[bear1m]

new wheels and make sure the "they will cover other stuff" is in writing because issues may not manifest right away. or if they will only refinish the wheels then demand additional warranty coverage. i mean, if they can mess up a simple tire swap and oil change, who knows what they will do with mechanical work.

[stoked335d]

I would ask them for all new wheels and tires for damaged ones as others mentioned along with fixing any suspension damage with all new OEM parts instead of BS detail. They can actually cause more damage to your paint if they use cheap chemicals or work done by another idiot employee there doing the detail.

[pluckydks]

Originally Posted by X3mcesq

Brought my 2021 F97 to my local dealership service center yesterday for an oil change and to put the OEM summer tires back on the OEM rims (had all seasons on thru winter).

SA quoted me $100 for the tire swap which I thought was a great deal and was happy to get this all done in one visit. Oil is included which always feels nice.

Well… things did not go as planned.

After the car was ready (3.5 hours but that's the least of it) I paid the cashier and waited for the car to come around. 10 minutes waiting and I found out that the tech took the car out on the highway for a test drive. Not sure why this would have been needed, and also not thrilled they took my car out of the center without at least telling me, I waited another 15 minutes outside for the car to return. Then SA comes out and tells me to come inside as apparently the service manager wants to talk to me. Immediately I knew it was bad.

At first the manager told me "yea apparently they scuffed a couple of rims" so we need to take a look". Ok, let's go see it.

"Oh it's not here right now, it's on the side of the highway." - why?

"apparently the tech put one of the rear wheels in front and one of the fronts in the rear. It's not driving, i don't know the damage, we sent out a crew. I don't have any more information right now".

Waited another 45 minutes with my palms on my face just in disbelief. Using the app i track the car and see finally it's back on site. I tell the manager and he takes me to the back to take a look and put the car up in the air. At this point there's about 6 bmw employees from management down to the actual tech who did the work, with me checking it out.

After looking over every part of the car it seems they scuffed a couple rims doing the tires itself. If you can't trust a BMW service center to put on the OEM tires on the OEM rims, who should you trust.

Then, to make it worse, with the different sized rears v fronts rims/wheels they scuffed the entire inside of one of the rims, the one that was improperly placed in the front. It was rubbing against the strut up front when they drove on the 'test drive'. The best way I can describe it is that the entire inside of the rim is curb rashed. You can't see it unless under the car. When I say inside i mean the backside. Not sure the proper term for this but again it can't be seen unless car is up in air or you slide underneath it.

Everybody apologized profusely. For right now the remedy offered is:

1. They are sending out the scuffed wheels to be re finished (inside and out).
2. They are going to detail the car when it comes back (apparently a $250 value?)
3. They already refunded the $100 I had paid for the tire swap.
4. They assured me they would fix/handle any other issues that they see or I see when the car is ready, hopefully this Tuesday.
5. They put me in a loaner - 2021 430i


I am seeking advice, thoughts, opinions or anything as to experience with this type of issue or whether they should be doing more.

Should they be getting me new OEM rims?
Should I be getting more in terms of freebies?

I am not naming the service center/ dealership for now as this is a very open situation and I don't know how things are going to look when it comes back. They assured me when this is all said and done they would make it right, and I don't want to put them on blast just yet.

Obviously they have no choice but to make it right but to sum up my reason for posting in one sentence: What do you folks think is 'making it right' in this situation?

In my dream last night they replaced all 4 of my 765M OEMs with those sweet 892M. That was too good to be true though.

From someone that curbed their own wheel, got a shitty fix job (something about the diamond cut), ended up powder coating all the wheels (not mad about)...I'd either ask for a new set of wheels, or have them pay to fix/powder coat all of them.

[M3Pilot09]

new rims period!!!!!!

[jv004]

Yes! Demand new oem wheels, tell them you're very concern for the safety integrity of wheels because of the irresponsibility of this tech. Don't settle for repair, they never look thesame no matter how good the repair is. They need to learn through this mistake and only way they learn is through money costs
I never trust dealerships for any extra work even if complementary or cheap, this techs dont get pay enough to really trust them. Only warranty work period. Either I do the work or trusted indy shop. Also you can take it to another dealership to look over the suspension for any damage and parts needed. If damage found, take the quote to them and have them repair the damage they caused at no charge with oem parts.

[SpacecoastM]

New oem rims. How is that tirYou must check suspension part yourself. If they don't cooperate tell them you will call BMW NA and report them. Tell them for your trouble you will receive the rims you want.

[danniexi]

It says a lot when a dealership houses a tech that is stupid enough to switch the front and year tires on a vehicle. On top of that, they are only willing to refinish the wheels (which will probably only cost them $75 a pop or something through a third party) and do a "full" detail (which will consist of their low level runner to wash your car with the same dirty ass water they've used to wash hundreds of cars before yours).

Pretty messed up what they are only offering but it's equally concerning that you'd even think about going back to them and giving them the 'second' chance of making things right.

I'd more than likely just post the name of the dealership, the SA you worked with, the service manager, and the tech all over the internet to at least save someone else the horrors of going back to such an incompetent service center. Gather evidence, post pictures, 1 star ratings, complaints to BMWNA (though they won't give a fuck), etc.

They'll probably laugh it off. They'll probably claim that you're bullshitting, but even if your story convinces at least one person to turn away from the dealership and the service center lose a few hundred bucks in revenue, I'd say it's a win.

That being said, at the time of this post, it's Sunday morning, I'm at work, I have a really bad headache, and I have yet to start on my coffee, so my opinion can be slightly skewed as of this moment.

[alex2364]

Like everyone else said I would demand new wheels. Also you mentioned it was rubbing against the strut. I would also demand the strut replaced if there is even a hint of cosmetic damage.

[Radman_F97]

New wheels and tires that were rubbing. I'd also call BMW NA to file a complaint. They will likely reach out to the dealership to make things right.