Problems with my 2000 328ic Certified BMW Automobile purchased from Sam Swope BMW of Louisville, Kentucky.

This site was recently published after trying for over a year to work with Sam Swope BMW in Louisville, KY on problems they have caused.  I published this site on February 15, 2004 and to date we have had

Hit Counter Visitors - I have just updated search engines so more people can learn before they buy.  January 6, 2005.

I invite others that have had problems with Sam Swope BMW to email me at Info@BMWLemon.com and share their experiences.  Maybe someone at Sam Swope will start to listen?

January 6, 2005 - Well where I am at now is that Swope has now refused to service my car under the Certified Warranty which I purchased from them.  They lied to me about the previous owner of the car and I was told today by Mr. Meier that he and Mr. Swope no longer wanted to deal with me in any way.

 

January 3, 2004 - I call Edwin at Sam Swope BMW Service because my Traction control light and ABS lights are staying lit - I ask him when he can get my car into service - he tells me "Since you gave BMW a bad report on me, we no longer want to service your vehicle."  Of course this really surprised me because the report gave BMW gave him personally an completely excellent  review - what the bad part of the report was is that Sam Swope BMW had never fixed the problems.  In addition, BMW takes a customer satisfaction survey every time a car is in the shop, however, the last 12 times my car was serviced, it was never turned into BMW for this review.  So this was the first time in over two years I was allowed to tell BMW the problems I had with Sam Swope BMW.  I have a serious Safety issue with my car and Sam Swope is refusing to even look at it - even though it is under warranty.

January 6, 2004 call from Mike Meier - Stated that he and Dick Swope have reviewed my service records and this web site and that they feel that there is no way that they can satisfy me.  What a joke - what they apparently are saying is that there is no way they can fix my car  - That they no longer consider me a customer of Sam Swope and when I asked about my 100,000 warranty they told me that they would honor all commitments made and then I explained that I could not get an appointment since I was told that Swope was no longer to deal with me since I gave them a bad review to BMW - Mr. Meier stated that I could set up an appointment with him and I asked for when I could get an appointment he stated that they would not provide me with a loaner car as agreed when I purchased the vehicle.  And these guys wonder why I am no frustrated - they do everything in their power NOT to service their customers.

Mr. Meier also replays that he has spoken with Dick Swope and they both feel that I am being unreasonable - I want my car repaired - yeah that is unreasonable - they sold me a car and lied about the previous owner - the cars has major problems - My stereo amplifier is fired and speakers disappear from the car while in service - I bring in this copy of the web page and practically beg the employees of Swope including Mr. Meier to read it and they tell me "they dont have the time." - It looks like Mr. Swope has a winning team here and the dozens of emails I get about his bad service I have not been posting as it would look like an attack on his dealership but now I can see it wouldn't do any good as he is simply not interested in correcting wrong doings but rather ignoring them  - Anyone needing any information on Swope that I have or emails that I have receiving for any proceedings, please fell free to contact me.

 

FULL DETAILS BELOW

 

This is a lengthy detail of my experience but I think that it is essential to collect names, dates etc to get the whole picture.

I went to the Swope showroom just browsing and spotted a beautiful blue 328ic.  I had had some troubles with Sam Swope BMW in the past but was told by many that it was under new management and the service department personnel had also been completely replaced. 

So I approached Tom Jeffus a very nice sales person and starting inquiring about the car.  I was told that it was a Swope service loaner and it was well maintained.  After some discussions I decided to purchase the car.

When I test drove the automobile I was given a introduction to the car.  Mr. Jeffus explained how the keys, headlights, etc worked. 

I purchased the car within that week (October 2, 2001 - Mileage 38,247) and when I took the car home and started experimenting with these cool new features and practically none of them seemed to work.  About a week later I took the car in and was told that I had an older model 2000 where the headlights, rechargeable key and other things did not come with my car.  Well of course this was a disappointment after being told that my car had these features.

At this point I asked for a complete record of the history of the car and its service records including my Certified BMW Inspection report.  They could not locate it. 

 

Visit Number 1 (Jan 3, 2002 - Mileage 43,907) - after 5,660 miles
Three months Later on January 3, 2002 I took my car in for various problems. 

One of the main problems is that every time I drove the car when cold it was just die. 

Another issue was that the radio was static sometimes and the the CD would not eject

Yet another issue was that the windows would squeak really loud and stick going up and down.  The dealership informed me and noted it on my receipt that it was due to the windows being tinted which Swope had removed prior to selling me the car.  Apparently there was a lot of glue still stuck on the windows below the door line and they did not bother to remove this glue.  They stated that it would be too much trouble to remove the door panels and that I would have to live with the noise.  This noise is louder than the radio playing when wet - it sounds as though the windows are screaming bloody murder.

The sunroof also was messed up.

In all I reported 17 problems with a car that was supposed to be certified and fully function - and this was the first visit - one of these items was that the control arms for the steering had to be replaced and that the brakes grinded.

 

Visit Number 2 (February 6, 2002 - Mileage 45,073) - after 6,826 miles - All repairs a complete re-do of visit number 1
I had just taken the car into the paint and body shop for some touch up work and they informed me that the car had acid rain damage on it.  They also indicated that since this was a certified BMW that there was probably some sort of warranty for the car not having this damage and I should check into it.  I approached Tom Jeffus my salesman as well as Edwin the service manager.  They both indicated they would check into this but never got back to me.

Again the car was constantly dying when driven cold

Again the Cd/Radio has really poor sound quality and reception

Again the speaker in back was bad

Again, this time I demanded that they do something about the loud windows, it was unbearable.

Again, Sunroof operations problems.

I also at this time requested that my brakes be looked at as they were grinding.  There was no note made for this repair but Edwin told me that they were indeed looked at and there was no problem with them.

Visit 3 (April 10, 2002 - Mileage 47,416) - after  9,169 miles
3rd Time Static and Speaker Problem - which by the way the replaced with an incorrect speaker - I eventually got fixed in 2004

Again for the 3rd time, Sunroof operations Problems.  I asked for the service records on the car and the BMW Certified Vehicle Inspection report.  No one would provide it for me.

 

Visit 4 (May 31, 2002 - Mileage 49,612) - after 11,365 miles
Again Car dying when cold - (3rd attempt to correct problem) - Actually showed the Shop foreman that it was doing it.

Again I had a concern about my brakes as they were continually grinding and I was afraid that the sensors were not working.  I again was told by Edwin not to worry that they had about 10,000 more miles on them.

Again I complained of the loud squeaking from the passenger side door where the tinting was removed.  Also problems with both the passenger and drivers side windows not rolling down when the door was opened.

 

Visit 5 (August 13, 2003 - Mileage 59,496) - after  21,249 miles
Again 4th time Static on Radio - At this point I had figured out that if the rear windows defroster was turned on then I could not get any reception.  I spoke to the shop foreman and he said that he understood the issue and it was not with the radio itself but the actual rear windows.

At this point it was it was explained to me that the rear window was messed by Swope removing the tinting.  That the rear window needs to be replaced and that they would check into whether or not it was covered under warranty.  They never go back in touch with me.

In addition now for the fourth time I complained about the sunroof problem.  When I went to pick up the car I had a charge for over $300 for sunroof repair.  I threw a fit.  First of all they did not tell me there would be a charge out of warranty and secondly I had 3 other issues with the sunroof.  They then told me that they would cover it under warranty for me.

I again at this time asked for a copy of my Inspection report.  I was given the name of the financial manager to contact which I attempted on 3 different occasions.

In addition the drivers side and passenger side window was still failing to move when opening and closing the door.  They indicated they had these problem fixed.

 

Visit 6 (October 24, 2003 - Mileage 63,032) - after  24,785 miles.

My front tire had a leak and ask that it be repaired at my cost.

Requested a BMW Oil Service to be done.

The braking problem has become so sever that my peddle actually was vibrating every time I would use the brakes.  I took the car in and was told that both my front and rear brakes needed to be replaced along with the rotors. 

My car's brake lining never came on - even though the repair order stated that it did.  It was never on.  The brakes were making awful noises but the lining light never lit.

And I was told that this would not be covered under warranty as a general wear and tear item.  However I have been having trouble with the brakes since I got the car.  I inquired with my salesman, Tom Jeffus and he told me that Certified BMW's replace all brakes, etc if they have over half wear life so I know that I should at least have gotten around 20,000 miles from these brake and the rotors.

At this time I demanded on seeing the financial manager - whom which I had had made at least 3 phone calls to requesting my records.  He came out and after a few moments he returned with my records.  This was almost a full two years after I purchased the car

Car was from Tennessee not Swope.  They told me that I was purchasing a car from their loaner fleet.   This was untrue.  It appears as if someone with the name of Grayson at 8801 Kingston Pike, Knoxville, TX  37923-5002

Repairs from these records indicate as follows:

Recall of Thermostat - Which again was repaired a second time by Swope

Sunroof Shade binding - Which had been repaired yet numerous more times since I have owned the car and they actually wanted to charge me over $300 to fix these problems outside of warranty.

Rear Brake Pads replaced at 38,385 miles - which means that I had to re-replace them 24,785 miles later.  I am not the type of drive to use my brakes heavily.  I have been having issues since I had picked up the car.  Brakes and rotors said that they were replaced - why did I need new ones after 24,785 miles - I never abuse my brakes and all of my previous BMWs had between 40,000 and 60,000 miles on them before replacing the brakes.

It also indicated on the certified BMW inspection report that the body finish meets BMW standards - The with a month me getting the car SWOPE's Body shop told me that there was extensive Acid Rain damage to the finish.

 

Visit 7 (November 28, 2003 - Mileage 64,350) - after 26,103 miles

Still problems with the drivers and passenger side windows - Does not drop when opened and does not raise when closed - I showed the tech the problem and it was easily replicated.

Complained about the wood around the radio being bowed out where they had replaced the radio

Again about leaking tire

Again about Radio Station reception - found it to be when the car was wet and the read window defogger was on Radio did not pick up any channels.

Again about the car dying when cold at stops.

Auto wipers not working correctly when driving down highway they would not go on half the time.

Right prior to visit 8 my rear drivers side taillight literally fell off inside my trunk.  Apparently the plastic clip that held it in place broke.  I had never touched this part and there was no apparent reason as to why it fell off.  I went by Swope and asked if the part that we were waiting on for my side window was in and that I needed to get an appointment for that and to get this tail light replaced.  I was told by Danny that this part was not covered.  He said that it was not a manufacture defect and so it is not covered under warranty.  I asked him why as this was an electrical part which was covered but he just kept saying that it was no a defect.  Well it was broken and I didn't do it so why is this not covered.  He just kept ranting it is not a defect like over and over again.  How annoying.  I then asked about my part.  He screamed at me and said we will call you when it comes in.  I explained that it was 2 months after my last visit and I had no phone called.  He screamed again, WE WILL CALL YOU WHEN THE PART COMES IN."  Of course they never did.

 

Visit 8 (February 6, 2004 - Mileage 66,698) - after 28,451 miles

I kept waiting for Danny's supposed phone call about my part.  It was now over two months and I had called Edwin a couple of time and he could not even find where anything was on order for my car.  I can not understand why they can not look at the receipt I have where it states "PART ON SPECIAL ORDER - FP- Number 51-48-8-204-284.  But he could not find any so I schedule my appointment anyway as more things were still wrong with my car.

Problem list is as follows:

Passenger and the drivers side windows still had their problems and we were waiting on parts for them

Windshield wipers not functioning properly - I was told that they would not come on automatically I had to initialize them which I did not know but still did not explain the problem on the highways.  I had drove their loaner car since that time and it did the same thing so I guess it is an engineering problem.

Service Engine Lamp on apparently due to Thermostat problems yet again.  In addition, no heat was coming from my heater ad the temperature gauge was sticking on the HOT side.

Airbag light came one - they reset it with no problems found

Grinding noise from Power Steering - Apparently two hoses were bad

I found when installing my Navigation System that the radio bracket has been broken - apparently where I had complained of the radio not fitting before and the wood being bowed out - they broke a clamp that help the radio in so that the wood would fit better.  They did not replace the plastic clamp to hold the wood in as it easily comes off in your hand but my dash is broken.  In addition, I found that the speakers in the back did not match.  One was an 8 ohm and one was a 2 ohm.  These speakers had been replaced previously since I had been complaining about static etc but they didn't put the correct ones in. 

Loud noise from my right rear wheel - drove with technician and he thought it to be the Wheel bearing which they replaced and now is it at least 3 times louder than before.

I had requested on at least three other occasions for the BMW shop to program the cars computer to tell it that I had installed BMW XENON retrofitted lights.  Danny refused to make this request to the technicians.  He kept telling me that there was no was to do it.  I explained to him that there was and BMW had a service bulletin out on it and I could send him instructions if they needed to know how.  Each time I picked up my car it was never mentioned and the headlamp out warning was always lit.  Well I had faxed over the complete instructions and Danny informed me that it would take 1 to 2 hours to select 2 options on the computer to turn off this light - and that the charge would be approximately $200 to turn set this option.  As I had read at BMW that most service shops would do this at not charge since the time was negligible I opted not to do it.  However, I did feel that after I had requested it so many other times and they failed to do it, it would be a fair exchange since I had to teach them how to do the task that they could select two options since they had me car hooked up to the system anyway.  Anyway, I would not have complained at a $50 charge but $200 was way out of line and a definite indication that Danny just did not want to do what I requested of him.

Then again for the fifth time, my car would die when cold and at a stop.  I was told that they were waiting on programming to come from BMW that may fix it the next time I was in the shop.  This is now a four year old car and BMW has not corrected the problem of it dying in the middle of the road.  I am not sure what this means.

My safety belt also was beginning to stay in the door when I went to close it.  I made sure that it was not binding, but it was not retract.  I requested that this be fixed.

Again, Radio Static from having my rear window defogger on.

The first call I get is after one week in the shop.  They tell me that my car is ready.  Well since I have been in there so many times to get my car and about half of the requested items had not been done I asked them to go over with me what was done.  I found that they still had nothing determined on my seatbelts, my radio, my car dying in the street, and the window problems but everything else was done.  Well of course as I told them, that meant that my car was not ready and these other items needed to be dealt with.  Either I needed to stop by and replicate these problems or they could find them themselves and repair them.

I did not get another call until over an additional week later.  I am told that everything is fixed.  he told me that the seatbelt and everything else was repaired and that everything was fine.  I got there started my car and of course I still had the radio problem was more pronounced than ever.  My car also died when I tried to pull out of the parking area.  I returned to the shop and they told me that there was nothing they could do.  Unless BMW released another software fix to keep my car from dying and that I needed a replacement back window to make my radio work properly and it was not under warranty and it was a radio concern.

I drove off and noticed a very loud noise coming from the rear of my car where they had replaced the wheel bearing, I then noticed that my door locks did not lock automatically.  Also I saw that the rear pillar by my rear windows was loose and coming down where they replaced the speaker.  My daylight running light no longer worked and my other key remote no longer functioned.  When I got on the highway I head very loud wind noise where the side window sounded as if it was still rolled down.  When I tried to roll the window down and then back up it got much worse.
 


After all of this

I called and left two message for Tab Barnes, the service manager at Swope BMW and never received a return phone call.  I then came in personally and asked to speak to the used car manager and met with him and explained all the problems I was having and asked him  to look into getting me a new back window so that my radio would work.  He said that it would take him a couple of days but he would get back in touch with me.  Of course he never did.

I then called the general manager, Mike Meyers.  I explained to him that I had purchased this certified BMW from them and was having difficulties getting the radio and side window repaired.  I was told that due to the tinting that was on the car prior to me purchasing the car, the when SWOPE removed this tinting they had somehow damaged the rear window which and placed glue on the side windows and that was what was causing my windows and radio not to work properly.

Mr. Meyer told me that if what I told him was the truth (like he was accusing me of lying) then they would have no problem getting my car repaired.  He then called me back and told me that his service managers (Edwin and Danny) never recalled me complaining of the radio problems while it was still under the initial warranty.  I explained to him that it was written on the service tickets and he said that it was not stated clear enough.  Then he went on to tell me that there was never any tinting on the windows.  Well when I had picked up the car there was so much glue at the bottom of both side of the windows I had to ask service to get someone to remove it so I would be afraid of rolling down the windows and they explained to me then that they had just removed the tinting.

I explained this to Mr. Meyer but he told me I was incorrect.  Since this car had come from Swope's service fleet it would not have had tinting.  I then explained that the BMW Certified report indicated that a Mr. Grayson in Tennessee owned the car prior and he told me I was incorrect.   He then suggested that I bring the paperwork, which I had gotten from SWOPE in the first place to his service manager and let him take a look.  I agreed and asked him if he would meet with us.  He said he did not have the time.  If he was free then maybe he would but could not guarantee anything.  I asked him when could he guarantee that we could meet and he told he that the only time I every brought anything into Swope was for warranty service and it was not a priority of his.  I explained that I had expended over $20,000 in service to Swope over the last few years and could provide receipts to prove it, in addition to that I spent and additional $30,000 on the car that he is not refusing to service.

The conversation ended with a very distasteful air about it and I was to get my paperwork and take it to the service manager for his review.  I was at that time preparing to go out of the country for a couple of weeks and so I called Mr. Meyer back and informed him that I could not locate the paperwork that Swope already had and that I would have to address it when I got back.

So today I contacted the Department of Transportation Licensing division, The Dealer Commission 502 564-3750 and he Attorney General's office and informed them of my dilemma  and was told to place in writing my formal complaints mostly focusing on the deception and misrepresentation of the automobile that I had purchased.

I then decided to contact Sam Swope one final time hoping that if someone would at least listen to me that might be able to help.

I spoke with Sue Siegel at the corporate offices who apparently is the assistant to Dick Swope and she was very polite and listened to my grievances.  She said that she would look into it and get back to me.

That leads us up to March 23, 2004.

March 24, 2004

Received a call from Mr. Meyers today informing me that he had looked further into my automobile and had found that the car did indeed come from Tennessee and they had indeed removed the tinting off of the car and that if I would meet with him at 2:30pm today then they would see what can be done to make it right.

April Meeting visit 9 - It was request by Mr. Myers that I come in and discuss the problems I have been having with my car.  When I went in I met with Mr. Myers - The Parts Manager, and the Shop Manager Bill.  I used this page as a listing of my problems - I offered to provide this page to them but no one was interested in it.

I discussed the many problems including my radio reception where they had kept telling me that I needed a new back window since the tinting had messed it up.  This was to cost $349.60 plus installation.  They informed me that they were going to take care of it but instead of replacing it as they instructed me to do - they are going to try to have it repaired.  A much more inexpensive way of fixing the problem.  Why was this option not provided to me when that told me I had to pay for it?  So I guess how it works is that if a customer needs a repair done they have to pay for the most expensive way to do it and it Swope wants something repaired they find ways to rig the problem and get it done the cheapest way possible.

This also happened to me when Swope put in a sunroof in another car of mine.  I spent over $3500 in replacing this sunroof and my 750il came back to me with grease all over the interior and the leather had five very large holes in the seat and door panels.  When I first took it to them they told e it would be over $3,000 to replace the leather but that was before they realized that they had caused the damage.  Once they realized that they told me all they could do it pay to have the leather patched.  Something closer to $100 repair and they expected me to live with that.  I wont get into to that here but another fine example of double standards.

Back to my meeting.  The meeting for the most part went really well.  We discussed the issues - I was told that I had to live with my car dying when I stopped - That BMW had not made any fixes and that all 3 series did this.  I still find it very hard to believe that after 4 years of such a obvious problem that BMW has not bothered to fix such a defect but what more can I do.

We discussed the passenger side door at length with the wind noise and the loud squeaking they said both could be fixed. Then we discussed my back tail lights falling down inside my trunk and I asked why this wasn't covered.  I had never touched these lights and they broke - I was informed that BMW would not cover them because they were broke.  I thought that was what an extended warranty was for - Broken things.  - They told me that if I contacted BMW and ask them that they might as the listen to the customer more than the dealership - So the next day I called BMW and asked - BMW told me that they in no way make these decisions - they rely on exactly what the dealership tells them.  There was nothing in place to complain about the decisions and that I was literally and verbatim "at the dealer's mercy."

So to end up the meeting Mr. Myers told me to go with Bill to set me up an appointment - So Bill and I went to Danny - one of the service writers and asked for an appointment.  Well as usually Danny was in one of his harried and terse moods and he belted out I don't have anything for at two weeks.  Then he ask how is Thursday - I agreed.  I would bring my car in on Thursday in two weeks.

So I call on Tuesday to find out my appointment for that Thursday.  Danny told me that my appointment was for the previous Thursday and that I had missed my appointment.  He then went on to say now I don't have anything for another two weeks.  Well after waiting two weeks and now wanting to be held back another two weeks just because he told me he was two weeks out was absurd.  I asked him to give me the appointment for 2 weeks later and if he had a cancellation before that please call me.  He then made one of the most nonsensical statements ever, even for him.  In a most vile and snobbish sense, he stated "People don't miss their appointments with us."   Well this just set me off - I told said to him, "Danny that in no way can be true as I just missed an appointment so we both know it does in fact happen."  I asked Danny to ask Mr. Barnes to call me.  Anyway after we ended our conversation I called backed and asked for Tab Barnes.  He was not available so I left a message.  I then called back and asked for Mr. Myers, he too was not available so I left him a message as well.

As usual two days passed without return phone calls so I called back.  I asked for Mr. Barnes but he was not available so then I got in touch with Mr. Myers and he briefly explained what had happened, he then got Mr. Barnes on the phone (the same Mr. Barnes that would not take my phone call).  I explained to Mr. Barnes how in Danny's usual way he make nasty statements such as I have nothing for two weeks and the he schedules me for an appointment a week later without ever indicating that he in fact had something a bit sooner.  How is cases me much difficulty for scheduling as well as them.  If he would keep all the snide comments to himself and state the facts all people would be much better off.  I told him that I had waited patiently for an appointment and now the appointment no longer existed.  At that point I requested that I not have to deal with Danny any longer.  Mr. Barnes told be to bring my car in that Friday and they would have me a loaner. 

 

April 16??  Friday - Visit 10 - I bring my car in and ask to speak to a service writer.  Danny comes out to greet me.  This is the same service writer I have requested to no longer deal with.  He then says that he is going to get Bill, the shop manager involved to document all the troubles.  Bill seems to be a very capable, knowledgeable and a person who just seems to want to help.  I have had no problems whatsoever in dealing with him and when things are explained to him, he seems to get them resolved.  So we go through my complete list:
    Radio Static - 7 times
    Window - Drivers side problems - passenger side much worse than before - 7 times
    Car Dying - 7 times
    Wheel Bearing - 2 times
    Drivers Seat not Going up - 1st time
    Daylight Running Lights - 1st time
    Keyless Entry - 1st time
    Auto Lock of Doors - 1st time
    Navigation to be reset - 1st time
    Back Pillar Trim - 1st time
 

Bill tells me that he has just ordered a new rear window - that they are not going to even bother with trying to repair my old one.  This made him an instant hero.  He rode with me on the driver window air noise and problems with it going up and down and I replicated the problems.  I also explained to him that my navigation was not working and I had installed the newest software but that did not fix it and asked him to check it out and see if all of the diagnostics were working properly.  I also told him that I had been having an unreal time dealing with Danny and had asked not to have to deal with him anymore and why do they keep insisting on making me deal with him.  Bill told me that he would make sure that I get another service writer.

I received a phone call telling me my car was ready.  I asked what had been found out.  It has been my experience that they will call and tell you that your car is ready and if you ask further they will go through the things that were fixed.  But they never tell you the things that they couldn't fix.  So you have to have a complete list and make sure that you cover it all.  It seemed this time that they still did not fix anything on my drivers nor passenger side door.  We went through the entire ticket and there was no mention of me reporting the problem.  After some persistence, Danny got with Bill and came back and said that they could not find anything.  Well I had replicated the problems time and time again, what does they could not find anything mean.  Danny then came back and said that the cause was a rubber trim piece which Bill had pointed out was loose and I told him it was because they had taken the window in and out at least 5 times and they had destroyed it in doing so.  Danny then said that they would not cover it under warranty.  I asked why.  He explained that it had been too long since the problem was reported.  I explained back to him that I report the problem each and every time I bring my car in.  He said that he couldn't authorize it that I would have to speak with Mr. Barnes.  I told him to go ahead and fix the window noise and I would get with Mr. Barnes to determine who should pay.

I received another call telling me that my car was ready yet again and they had put on the rubber trim piece.  When I went to pick up my car I had a bill for approx $200 which I was charged for this trim piece, an hour to look at my navigation and another $50 deductible. 

I told Danny that I would not pay an additional $50 deductible for the exact problems it has been in the prior to.  Danny as usual was very abrasive and rude and told me that if I wanted my car back then I would pay.  I then asked for Mr. Barnes and was told he was not around.  They I asked for Mr. Myers.  Mr. Myers came out and asked what the problem was.  I explained to him that I was being charged for something that I had already paid for and that they were charging me for pieces that were broken by them as well and I was frustrated to no end.  He then yelled at me and asked, "What is going to make you happy?"  I commented to him that I just wanted my car fixed and not to be charged for things two and three times or that were covered under warranty.  He told me to go look at my car and not to leave there until I was happy.  I went over to Danny's desk and asked for a copy of the repair record so I could check it off against my car.  Danny refused to let me take the repair record out to the car.  I explained to him that I did not have a check list to see if things were working and I needed it or a copy to make sure things were working.  He blatantly say no.  I then asked to see Mr. Myers again.  Danny then threw the work order at me and said "Whatever."

When I got my car back - I had a new back window and my radio worked.  They reprogrammed the computer settings which fixed the Daylight running lights - the keyless entry and the auto door locks.  They told me that they had turned up the idle a bit more which should eliminate the car from dying but since it is now summer and it only happens when it is cold I will not be able to tell for another six months.  The wheel bearing problem turned out to be bad tires this time.  The back pillar trim was fixed. 

It was raining that day when I went to check out what was fixed on my car.  Upon me sitting in my car I roll down the passenger side window and hear this incredibly loud screeching.  Exactly what I told would be fixed if I replaced the $100 rubber seal.  I went back in and asked for Bill and showed him the loud noise.  His response was "Wow."  He then told me that it was the inside of the window that had some glue from the tinting and that was what was making the noise.  Well they had told me this at least 2 other times - I guess he was telling himself that instead of me as I have been informed of it time and time again.  He then told me to just set up another appointment and he would fix it.  Well after an hour of arguing and pleading I just wanted to get out of there so I agreed.

I then got out on Hurstbourne Lane and the wind noise was at the window as well.  I rolled it down and back up and it was still there - there has been no change in it whatsoever.  So I called Bill and told him that the wind noise was still there - He said he would fix that too the next time it was in.  The noise was so bad he could hear it while I was on the phone with him.

Visit 11 - May 11, 2004 - I decide to wait until after Derby to go back in - I called at the end of April and got an appointment for April 11.  I explain to Edwin that I still had two problems - one with wind noise and one with the loud screeching. 

On my way to drop my car off I thought it would be best to let Dick Swope's office know what I have been going through since Sue Siegel had played a pivotal role in getting Swope BMW to even service my car even though I had purchased it from them and it was a certified BMW with active service agreement on it.  I explained to her that we had made major progress but there were still two things left and I didn't want to get yelled at and treated badly just because I want my car repaired.  She must have made a phone call because when I arrived I was greeted by Mr. Barnes and everyone was very agreeable.

However, only one concern was written down and so I asked that the second concern also be addressed.  Mr. Barnes refused.  He told me that all they would work on is the wind noise.  I explained to him that the screeching was also supposed to be looked at and I was insistent that Mr. Myers told me to ensure that all concerns were in writing so he finally gave in and write on the service ticket to look at the screeching as well.  He then bought out Bill again to discuss these same problems.  This time Bill asked another Mechanic - I believe he name was Bruce to ride with me to replicate the wind noise as he already knew the screeching and had been replicated.  I then reminded Bill that I had replicated the wind noise with him on several occasions but I didn't mind doing it again.  So me and the mechanic went for a test ride and even though there was practically no wind outside the noise was very evident.  I explained to him that this window had been worked on many many times which ended up with this terrible wind noise.

We got back to the dealership and they told me they would call me in a day or so once the problems were fixed.

I received a call from Edwin on May 12, 2004 at 5:03 pm  I was told that me car was ready and they he needed to hear from me by 5:30.  I called him right at 5:30 and asked him what they found on my car.

He told me that they removed the window and cleaned it completely and there is not no more screeching noise.  I then asked about the wind noise.  Edwin said that he was not aware of it having Wind Noise.  Of course this upset me greatly.  It was actually type on the trouble ticket and been in like 7 times before on the same problem, how could he not know about the wind noise?  Anyway I asked him to check with Bill and he came back to the phone and told me that Bill said there was nothing that could be done.

I asked what this meant and Edwin replied that he didn't know all he knows is that they need to loaner car I had for someone else and had no knowledge why they couldn't fix my car.  I asked him to have Tab Barnes and Mr. Myers to call me back to discuss the issue.

Now April 13, 2004.  I wait to hear from Swope and of course no one calls.  I then around 12:45 pm call Dick Swope's office yet again and ask for Sue to once again intervene and help me get a response from Mr. Myers and/or the service department.

At around 3 pm I get a call from Tab Barnes telling me that my car was ready and I asked if the wind noise got addressed and he said no.  He said "we are tired of dealing with this car and there is nothing else that we are going to do.  We have spent way too much courtesy time on this car and there was nothing else that could be done."  I asked what he thought the trouble is and he said again, "there is nothing we can do for you or your car."

I then asked him if I could request that the rubber seal which I felt was damaged by the window not going up and down properly could be replaced and I would pay for it if it made no difference and they could get it paid under warranty if in fact it did cure the problem.  He told me no.  He stated that no of the problems were covered under warranty as it had been way too long since the original problem.  That everything they did was a courtesy - which totally confused me as they had done nothing each and every time.  Anyway then I asked again, if I pay for it will you please replace the seal so that the wind noise will go away.  He said as long as I pay for it he could.  I then asked him to get me a price and also to have Mr. Myers call me.  He told me that Mr. Myers was out until the end of the day but he would give him the message and give me a price on the seal.

About 30 minutes later Mr. Barnes called me back and explained to me that there were four seals around the door and didnt know which one I wanted.  I told him that the air leak was in the back top of the window and that Bill knew exactly where it was and could be able to tell which seal was in that area.  He then told me that Bill said that there was no problem with the car.  That he has never seen the problem and had no idea that there was a problem with wind noise.  We of course I didn't know how to react.  I asked him if he could get Bill on the phone with us as there was a definite miscommunication as Bill was the one saying that the door was not right and he would look into fixing it.   Mr. Barnes refused to get Bill on the phone.  He then commented that by replacing the seal would make the problem even worse.

I then asked him what I felt was a simple question.  I asked - Are you guys stating that there is nothing wrong with my car or what is wrong with my car can not be fixed.  He replied - Neither - I then asked again, I said either you guys say that there is no problem or you can not replicate a problem - is that what you are saying - He said NO - then I said OK then you are saying that Bill and you are aware that a problem exists but either you cant fix it or do not want to fix it - He again said No - So I asked then what are you saying,

He replied, we are done working with your car.  You will only make the situation worse and we are not going to do that.  At that point I just had to give up and ask him again to ask Mr. Myers to call me.

I then called Dick Swope's office once again and told Sue what was going on - I felt that this time she was getting upset at the situation - she has always been professional in every respect but her response it sounds as though she was getting as upset as myself and the dealership at the whole situation.  This time she told me that I would just have to work it out with the dealership and that she would have Mr. Myers call me the next day.

 

 

January 3, 2004 - I call Edwin at Sam Swope BMW Service because my Traction control light and ABS lights are staying lit - I ask him when he can get my car into service - he tells me "Since you gave BMW a bad report on me, we no longer want to service your vehicle."  Of course this really surprised me because the report gave BMW gave him personally an completely excellent  review - what the bad part of the report was is that Sam Swope BMW had never fixed the problems.  In addition, BMW takes a customer satisfaction survey every time a car is in the shop, however, the last 12 times my car was serviced, it was never turned into BMW for this review.  So this was the first time in over two years I was allowed to tell BMW the problems I had with Sam Swope BMW.

January 6, 2004 call from Mike Meier - Stated that he and Dick Swope have reviewed my service records and this web site and that they feel that there is no way that they can satisfy me.  What a joke - what they apparently are saying is that there is no way they can fix my car  - That they no longer consider me a customer of Sam Swope and when I asked about my 100,000 warranty they told me that they would honor all commitments made and then I explained that I could not get an appointment since I was told that Swope was no longer to deal with me since I gave them a bad review to BMW - Mr. Meier stated that I could set up an appointment with him and I asked for when I could get an appointment he stated that they would not provide me with a loaner car as agreed when I purchased the vehicle.  And these guys wonder why I am no frustrated - they do everything in their power NOT to service their customers.

Mr. Meier also replays that he has spoken with Dick Swope and they both feel that I am being unreasonable - I want my car repaired - yeah that is unreasonable - they sold me a car and lied about the previous owner - the cars has major problems - My stereo amplifier is fired and speakers disappear from the car while in service - I bring in this copy of the web page and practically beg the employees of Swope including Mr. Meier to read it and they tell me "they dont have the time." - It looks like Mr. Swope has a winning team here and the dozens of emails I get about his bad service I have not been posting as it would look like an attack on his dealership but now I can see it wouldn't do any good as he is simply not interested in correcting wrong doings but rather ignoring them  - Anyone needing any information on Swope that I have or emails that I have receiving for any proceedings, please fell free to contact me.

 

 

 

502 499-5080

General Manager - Mike Myers

Used Car Manager

Service Manager - Tab Barnes

Salesman - Tom Jeffus

Corporate Offices - 502 499-5000 - Sue Siegel Exec Assistant 3/23/04 4:46pm wcb - 5/11/04 - 4/13/04

 

Recap
Stalling - 6 times still not fixed
Brakes - 4 time and I had to pay $959.38 to get fixed
Radio - 6 times and still not fixed
Window Problem - 6 times and still not fixed not even worse
Thermostat - 2 times
Wheel Bearing - 2 times and still not fixed
Sunroof - 5 times - not sure if fixed as it it winter and not used

 

Current Problems
Radio Static - 7 times
Window - Drivers side problems - passenger side much worse than before - 7 times
Car Dying - 7 times
Acid Rain Paint Problem - asked 4 times but never resolved
Wheel Bearing - 2 times
Drivers Seat not Going up - 1st time
Daylight Running Lights - 1st time
Keyless Entry - 1st time
Auto Lock of Doors - 1st time
Navigation to be reset - 1st time
Back Pillar Trim - 1st time
Taillight to be reimbursed