Summer Guan

Review of BMW Toronto

Unprofessional Technicians, Worst Costumer Service...

Unprofessional Technicians, Worst Costumer Service I have ever experienced!

We got a tire alert while driving on 404 so my husband took the car to BMW Toronto the second day to get the problem fixed. After inspection he was told that "tires are completely fine", the alert we got was due to the low pressure of the tires caused by "Driving too fast". We were only driving for at most 120KM/h, and we don't think this would be considered "too fast" for a 2016 BMW X3 with a mileage of only 30K. So he asked them to double check but they insisted the tries are okay and there's nothing to worry about. So my husband left and came to pick me up from work.

While we were driving home, it started to get really bumpy but there was no alert at all regarding the tires. Since we were about to go on highway 404, we decided to stop by the side of the road and check even though NO alert was generated. One of our back tire was completely flat. This was a very scary experience for us thinking this could happen while we are driving 120km/hr on highway and this could get us injured or even killed!!

He had to take our car to BMW Toronto again the second day and get this tired replaced. He asked why the issue was not discovered yesterday and was simply ignored.

However, i received a phone call telling me the inside of two of our tires were worn and the tire insurance we purchased wouldn't be covering this issue. We will need to pay $1500 to get the two tires replaced because our tire insurance would cover the inside worn of the tires only to a certain level.

We just had our service done at BMW Toronto about 3 months ago, and no one has ever warned us regarding this issue. Even until yesterday we were still told our tires are fine.

The guy named John on the phone told me it should be the car owner's responsibility of getting these issues checked. After I explained to him we are not professional car technicians, he told me "this is the thing that you should know before you buy a car". How rude is that!?
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Updates:

Got in touch with their Service Managers Kim Bloskie and Mark Glyn-Williams, according to them their technician was doing everything correctly by following their process. What happened to us was just "very unfortunate" and there's nothing they can do to avoid this accident. We were lucky this didn't happen after we went on Hwy otherwise we might both end up in hospital!

Below are answers given regarding my questions:

Q1: Why we were told our tire was good after the inspection even tho the inside of the tires are about to break? Why the issue was never identified before?

When a car comes in with a tire problem, they would only take it to the "drive thru" and inspect only the outside of the tires, if no issues are found, they would assume they are good and reset the car.

Q2: Why no alert for our flat tire?

Once reset, it will take 40km for the car to gather tire data, if any thing happens with 40km, it will be ignored. Since we got the flat tire only 1hr after we left the store (<40km), no alert was generated.

Q3: All four tires are BWO Run-flat tire that supposed to retain their shape and last 80 km at 80 km/h, but in our case, it completely lost its shape.

The inside of tire completely break apart so it could not retain their shape at all.

Q4: Why is our tire insurance not covering when we were told it has 100% coverage on rim & tires?

The sales person may not mentioned the exceptions but it's you responsibilities to read all the terms before signing it.
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I still ends up paying $1500 to get our car fixed there since the tires were not in a drive-able position. The Service Manger told me the tires will be fixed the second day and someone will contact me to arrange the shuttle.

It has been almost two weeks now, heard nothing from them. I called, left a message, no replies yet.

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Be careful of the "exceptions" and the "false advertising" regarding their Run-flat tires and warranties.

This will be my last visit too BMO Toronto and possibly last BMO i would purchase due to the safety concerns.