On 11 November 2016 I was driving my 2009 BMW 318i from my home in Weiden, Germany to Brussels,…read moreBelgium. Just West of Koln I stopped for gas and when I returned to the vehicle and started it the engine began to stutter and a check engine light was lit on the dash. Via ADAC my car was taken to BMW Niederlassung in Bonn where I was met by a Mr. Lieske. He explained that it would be Monday, 14 November, before he could get my car in to see what the issue was. He spoke with ADAC and arranged for a rental car through the in house Sixt office. He said I could take a seat and wait until the rental car was ready. Two hours later I asked the lady at the information desk if was supposed to be waiting for Mr. Lieske to talk to me or if I was just waiting for a rental car to become available. She asked me to wait and a few minutes later Mr. Lieske came out and said there were some communication problem but they had it straightened out now and it would be just a few more minutes. Another hour later a woman from the Sixt office came to me saying she had a car ready for me. She handed me the key and told me it was parked out on the street in front of the dealership. I found the car, with just a quarter tank of gas in it and was on my way. On Tuesday, 15 November, Mr. Lieske called me to inform me that the motor in my BMW with 45000 miles had to be replaced. The good news was BMW was offering a 50% extended warranty. I asked if I could discuss this with my wife and he said yes and to call him the next day. On Wednesday, 16 November, I called Mr. Lieske to inform him that based on his verbal price estimation of 3000/3200 euro for the new motor and service I would authorize him to order parts and perform the work. At this time I also asked Mr. Lieske if I would be allowed to use a VAT (Value Added Tax) form as the local BMW dealership I work with near my home always allow me to use this form. He said if the dealerships near me allow it then he should be able to as well. He promised to speak to a colleague and find out. He said the work would take about a week and he would call the following Tuesday. On Friday, 18 November a representative from Sixt called asking when I would be returning the rental car. I informed her that my car was in for service and I still required the rental car. She said that ADAC would only pay for the first seven days. I called Mr. Lieske and explained that it was a five hour drive from my home to Bonn and he said he would arrange for me to just keep the rental car since he would normally provide a loaner vehicle while my car was being repaired. At this point I asked about the timeframe for the repair of my car and he said Tuesday next week. Again I asked about the use of a VAT form and he said he hadn't heard back from his colleague but assured me that it wouldn't be a problem. On Monday, 21 November, I called Mr. Lieske to find out if my BMW would be ready to pick up the next day, reminding him that I lived five hours away and would need a days notice to make plans and drive up to pick up my car. He said the car would not be ready and to just continue driving the rental car from Sixt, he would call me when it's ready. On Tuesday, 29 November, Mr. Lieske called to inform me that my BMW would be finished and ready to pick up the following day after 10:30. He gave me a total for the bill of 3499 euro. I asked him, again, about the VAT form and he said no problem, he would have it all set. The following morning Wednesday, 30 November, I left my home in Weiden at 6:00 to drive to Bonn. I arrived at approximately 11:30 and went to the customer service desk. The young woman looked up my bill and made a phone call. Mr. Lieske was on the phone and apologized but said BMW was no longer able to offer the 50% discount and I would have to pay 5000 euro instead of the 3499 euro price he had given me the day before. Around this time a representative from Sixt approached me asking if I would sign a form she had which was completely blank and she said BMW Niederlassung doesn't pay for the insurance. I explained that I was never offered the coverage and I neither accepted nor declined this. I asked what the amount due was and she said 214 euro. Around this time I was summoned again to the phone at the cashiers desk and Mr. Lieske again said that there was nothing he could do today, that I must pay the full amount, and on Monday he would try to talk with BMW AG. After getting off the phone with Mr. Lieske completely deflated and mentally tired I turned to the cashier lady to pay the bill. She handed me a copy and I asked if I could use the VAT form. She said she didn't think so since she didn't know what it was or how to apply it. She asked if I could leave it with her to give to Mr. Lieske when he returned to work on Monday. At this point I've been told this would be resolved but after continuous attempts to make contact I get no response from BMW Niederlassung Bonn.

Attended for the M Driver's Package. Top, great service. Special thank you to the very helpful Mr…read more Lieske a real prove of professionalism!!