B M W Cleveland Reviews (1)
I took my 2008 BMW 328xi in to get a headlight (passenger side low beam) replaced on December 16th, 2013. I tried to do it myself but the plug cracked. I dropped my car off with Ben, the Service Advisor @ 7:40am. Ben called me @ 10:22am I responded at 10:52am. Ben said that the entire headlight cluster was ruined because two wires touched and shorted it out. The high beam headlamp still worked but I gave him the benefit of the doubt. Additionally, a headlight module also shorted out and needed replaced. He mentioned that the bumper needed removed to do the repair. He quoted me a price over the phone of $1031. I authorized the repair. I received a call from Ben at 2:51pm Monday to tell me that they needed to keep the car overnight to reprogram the module. I was given a loaner for the night. I received a call @ 8:54am on December 17th to say that my car was ready. I arrived @ 12:45 to pick up my car. I was given a bill for $1,998. I read through the invoice, and the $1,031 that Ben quoted on the phone was there, but that was just for the parts. He failed to mention the labor charge over the phone. Had he quoted me a price of $1,998 for the repair I would have sought a second opinion before authorizing it. I voiced my concern to the receptionist as I was paying the invoice. I didn't have time to contest the bill right then. I had to get back to work, and I needed my car. As I left, I told the receptionist that if Ben is going to quote prices for repairs, he should include the labor costs as well. I got a voicemail at 2:59 from Ben telling me if I had a question about the invoice I should call and discuss it with him or his manager. By that time I was too angry to respond. I feel that Ben's tactics were deceptive. He did not mention the labor charges when he gave me the quote over the phone. I have no written proof of the quote. I would not have authorized a $1,998 repair for a headlight. But it's my word against his and I don't expect them to work with me to resolve this.