RMW is the Ultimate Dealership Alternative for the service of BMW, Mini and other Fine Foreign Vehicles. RMW is the Ultimate Dealership Alternative for the service of BMW, Mini and other Fine Foreign Vehicles.
Professor Lewis,
I have been awaiting your review! As promised, "reduce the invoice to $1800 or you would leave a bad review". A man of your word. Several employees and one other customer, explained to me how they overheard you during the episode at the desk. I was told you were feigning a misunderstanding to justify a threat of a bad review if the bill was not reduced to what you wanted to pay. I did give you the benefit of the doubt. All calls are recorded for training purposes. I reviewed the phone conversations between you and the service advisor. I did not hear anything that would support a misunderstanding. You approved the order of a new wheel lock key with the understanding that if it did not work the wheel locking lug bolts would have to be drilled or ground out with a die grinder. That key worked on 3 of 4 wheels. The fourth had to be ground out of the deep recessed bolt hole of the the $700 wheel without damaging the wheel itself. This as explained is time consuming. The locking wheel bolts were replaced with the original non-locking wheel bolts that were placed into the trunk when the locks were installed. Your car left here with the same 20 factory installed wheel bolts that it arrived here with. This unfortunate event was the result of the wheel lock bolts being overtorqued when last installed. Your issue is with that shop where the wheels were installed, not ours. It was unfair and unreasonable to try and stick the bill on us.
We work hard to satisfy all our customers. We succeed 98% of time. Most misunderstandings are worked out through conversation. To do so, both parties must be willing
We do not cave in to threats of bad reviews to lower the bill.
Upon pickup, the final invoice totaled $2,500, which included $900 attributed to wheel removal. This charge was not clearly explained or approved in advance from my perspective. Additionally, the original lug bolts were replaced with bolts that differed in appearance from the originals, without prior discussion.
Had I been aware of the full cost beforehand, I would have taken the vehicle to our regular Mercedes-Benz service center, where this type of charge is not typically itemized. When I asked for clarification, the explanation provided differed from my understanding of the estimate, and the interaction did not feel customer-focused.
This experience did not align with my expectations regarding pricing transparency, and I would not choose this shop again.