BMW Roadside Assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11092773, and find that this resolution is satisfactory to me Sincerely, Demissie [redacted]

We have spoken with Mr [redacted] to provided our apologies for this poor service expCust stated he is not looking for any compansationCust filed w/the Revdex.com because he wanted RSA to know he never waited more then 30/min for [redacted] & if ETA is average for RSA he will go back to ***Cust was advised it can take 60-min for a SP to arriveCust feels anything over min is unacceptableCust requested it be noted the dealerships should be advising customers RSA could take up 60-minCust also advised it was difficult to get through on the phone line/wait time longMr [redacted] was assured we appreciate him bringing this matter to our attention to review and ensure the appropriate business units and personal are addressed accordinglyMr [redacted] was assured customer service is the upmost importance to everyone here at BMW RSA and we regret the program did not meet his needsMr [redacted] stated he appreciated our call and follow up but will be returning to ***

Complaint: [redacted] I am rejecting this response because: I have my roadside assistance paperwork and this is unacceptable -the representative told me they would reimburse me so since we are at an impasse I guess we will proceed to arbitration and my name is Mrs [redacted] not what ever they are calling me! Sincerely, Elena [redacted]

BMW Roadside Assistance has extended apology to Mrs, [redacted] combined with generous goodwill for this regrettable service missWe have made her aware that our business has conducted a thorough investigation to include a review of all related audio recordings and corresponding dispatch records Service event took place on a Sunday BMW dealer was not opened so a car rental was coordinatedMrs [redacted] was advised that the BMW Emergency Valet Service is available to her when she inquired how she would get home on a Sunday with the dealership being closedThis service is at the customer’s expenseMrs [redacted] was properly advised of this during the initial call with the customer service representativeBMW Emergency Valet Service is provided to our valuable BMW customers as a courtesy to safely assist them with removing them from the roadA review of case audio confirmed that Mrs [redacted] was clearly made aware that car rental costs would be out of pocket BMW Roadside guidelines do not cover car rental or alternate transportation However due to the provider’s unacceptable delay that resulted in an extended hour wait time- BMW RSA advised Mrs [redacted] that Roadside Assistance would reimburse one full day of the necessary car rental cost and the full taxi cost to obtain this car rental Customer submitted $for a day car rental and $in taxi cab costTotal submitted for reimbursement consideration was $BMW RSA has issued a $on Friday, 4/8/to the customer as a gesture of goodwill for the inconvenience she has experienced

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meHowever, it is important to note that at this time, BMW roadside assistance has NOT yet reimbursed me and I am currently waiting for their claims department to reimburse the full amount of $In response to BMW roadside assistance's comments, I'd like to add that the San Antonio PD patrol officer that was dispatched had informed me that SAPD cannot request one of their own contracted tow trucks to tow a car unless the car is in a wreckA car stalled in the middle of the road does not qualify as a wreckBMW roadside assistance's peculiar policy of refusing to send assistance to a car stalled in the middle of the road leaves customers in a bind when such a scenario occurs, leaving the driver no choice but to contact a third party towing company and to incur hefty out-of-pocket expenses Sincerely, David ***

BMW Roadside Assistance paid this damage claim in full yesterday 7/19/for Mr***The customer *** *** and the dealership were notified/advisedThank you

BMW Roadside Assistance has conducted a thorough investigation into the circumstances that resulted in a three hour wait for a roadside rescueAs previously communicated we have determined that provider delay was unacceptableDue to what we agree was a regrettable service miss we have extended offer of generous goodwill that significantly exceeds program benefit guidelinesBMW Roadside Assistance does not cover transportation or car rental however due to the level of service Ms*** experienced we have agreed to pay for her transportation by taxi in full to include tip- and also for one day auto rental to cover her transportation needs on a Sunday when dealership was not open to repair her vehicleWe have processed payment in the amount of $ as an exceptional accommodation in the interest of good customer serviceBecause BMW Roadside Assistance has no influence or responsibility for the terms and conditions of the rental agreement Ms*** accepted reimbursement for the second day rental cost is not justifiedWe sincerely regret Ms***’s inconvenience and believe our resolution to be reasonable

The submitted damage repair cost received from the repair facility was $2,from *** *** ***This repair cost has been paid in full to *** *** ***

Our research of the audio from the customer's call revealed the customer stated he was not in a safe location at the time of his callThe CSR correctly advised the customer to contact immediately. If a customer states they are not in a safe location it is standard policy to direct the
customer to contact immediately for assistanceThe local authorities can provide faster service than any Motor Club due to having contracts with the local towing companies. The customers $tow receipt has been reimbursed

We have been unable to reach Mr***i via telephone ***Please be aware that we have taken immediate action to identify and address those circumstances that resulted in a level of service that we find unacceptable for our BMW CustomersOur management team has evaluated the
situation thoroughly and we are properly addressing the service providers that were involved with Mr*** serviceWe have emailed and mailed Mr*** an apology letter advising the customer of this along with a goodwill gesture of $to enjoy a lovely dinner on us for his inconvenience

We have spoken with Mrs**Our sincere apologies were provided for the inconvenience this event caused for her and her familywith the assurance we are properly addressing the service providers involved. Mrs** has been sent an email to her email address so she may directly
reply with a copy of her hotel & taxi receipts to be forwarded to the Claims Deptfor prompt reimbursementThe customer tow was covered under there BMW Roadside AssistanceThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11092773, and find that this resolution is satisfactory to me.
Sincerely,
Demissie [redacted]

BMW Roadside Assistance has extended apology to Mrs, [redacted] combined with generous goodwill for this regrettable service miss. We have made her aware that our business has conducted a thorough investigation to include a review of all related audio recordings and corresponding dispatch records....

Service event took place on a Sunday.  BMW dealer was not opened so a car rental was coordinated. Mrs. [redacted] was advised that the BMW Emergency Valet Service is available to her when she inquired how she would get home on a Sunday with the dealership being closed. This service is at the customer’s expense. Mrs. [redacted] was properly advised of this during the initial call with the customer service representative. BMW Emergency Valet Service is provided to our valuable BMW customers as a courtesy to safely assist them with removing them from the road. A review of case audio confirmed that Mrs. [redacted] was clearly made aware that car rental costs would be out of pocket.  BMW Roadside guidelines do not cover car rental or alternate transportation.  However due to the provider’s unacceptable delay that resulted in an extended 2.5 hour wait time-  BMW RSA advised Mrs. [redacted] that Roadside Assistance would reimburse one full day of the necessary car rental cost and the full taxi cost to obtain this car rental.  Customer submitted $430.48 for a 2 day car rental and $14.40 in taxi cab cost. Total submitted for reimbursement consideration was $444.88. BMW RSA has issued a $222.44 on Friday, 4/8/2016 to the customer as a gesture of goodwill for the inconvenience she has experienced.

We have spoken with Mr. [redacted] to provided our apologies for this poor service exp. Cust stated he is not looking for any compansation. Cust filed w/the Revdex.com because he wanted RSA to know he never waited more then 30/60 min for [redacted] & if 90 ETA is average for RSA he will go back to [redacted]. Cust...

was advised it can take 60-90 min for a SP to arrive. Cust feels anything over 60 min is unacceptable. Cust requested it be noted the dealerships should be advising customers RSA could take up 60-90 min. Cust also advised it was difficult to get through on the phone line/wait time long. Mr. [redacted] was assured we appreciate him bringing this matter to our attention to review and ensure the appropriate business units and personal are addressed accordingly. Mr. [redacted] was assured customer service is the upmost importance to everyone here at BMW RSA and we regret the program did not meet his needs. Mr. [redacted] stated he appreciated our call and follow up but will be returning to [redacted].

Personal contact has been made to Mr. [redacted] to address his concerns. The customer was assured we have taken immediate action to identify and address those circumstance that resulted in a level of service that we find unacceptable for our customers and have documented this event with the...

appropriate business units to ensure coaching and performance are reviewed and covered. The customer did not request anything further then the having the event properly recorded. Due to the frustration and inconvenience Mr. [redacted] experienced a goodwill gesture was issued to him with the hope this will further assure the customer his concerns have been heard and are being properly addressed. Thank you.

Complaint: [redacted]
I am rejecting this response because: I have my roadside assistance paperwork and this is unacceptable -the representative told me they would reimburse me so since we are at an impasse I guess we will proceed to arbitration and my name is Mrs. [redacted] not what ever they are calling me!
Sincerely,
Elena [redacted]

Cust phoned RSA due to a tire. Cust was advised correctly by the CSR he could drive for 50 miles up to 50 mph or he can be towed to the nearest BMW dealership Union Park BMW (11 miles away) cust chose to drive to dealership. CSR provided the customer with the dealership phone number. At no time did...

the customer ask the CSR to contact the dealership and confirm they had a tire. CSRs do not phone ahead for the customer to do check on the status of replacement tires unless the customer asks us to do so. The cust was provided the phone number to the dealership. Cust phoned back later that day to advise the dealership RSA sent him to will not have a tire until tomorrow he was approx. 80 miles away from home and needed to stay at a hotel overnight. (tire issues are not a covered benefit under BMW Trip Interruption benefits & cust was less then 100 miles away from home) CSR advised the customer incorrectly that since the 1st CSR did not call the dealership to confirm they had his tire and now he has to spend the night in a hotel he can submit his receipts for hotel, food, gas etc. for reimbursement since it is our fault. Cust submitted his $160.34 hotel receipt to Claims and wad denied. Appropriate coaching is being provided to this CSR. In an act of good faith we have issued this $160.34 payment to Demissie [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, it is important to note that at this time, BMW roadside assistance has NOT yet reimbursed me and I am currently waiting for their claims department to reimburse the full amount of $239.40. In response to BMW roadside assistance's comments, I'd like to add that the San Antonio PD patrol officer that was dispatched had informed me that SAPD cannot request one of their own contracted tow trucks to tow a car unless the car is in a wreck. A car stalled in the middle of the road does not qualify as a wreck. BMW roadside assistance's peculiar policy of refusing to send assistance to a car stalled in the middle of the road leaves customers in a bind when such a scenario occurs, leaving the driver no choice but to contact a third party towing company and to incur hefty out-of-pocket expenses. 
Sincerely,
David [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]