Dealership service "test drive"

[Blessm]

I want to share a story and ask others' opinions on the matter, and if I'm overreacting.

I dropped my M3 off at the dealer for an exhaust flap rattle and TPMS error at 730am earlier this week. The shop foreman came with me as I drove around the block to show him the exhaust rattle. He agreed it was an abnormal rattle and that it needed to be looked at. I was told later that day that the shop was backed up and wouldn't even get a diagnostic work up until the next day. I was told the next day that the muffler was defective and they would need to order a new one. I was then told on day 3 that it arrived too late and it wouldn't be done until the next day. I finally pick the car up and all is great with the exhaust.

I have a dash cam and out of curiosity looked at the "events", which my cam auto-records when there is hard acceleration or braking. The event was triggered by aggressive acceleration onto a highway, enough that the tires broke loose in 2nd gear. He continued to pick up speed until he reached 95mph, slowed down a bit then back up to 90s. Of course this makes me wonder what else was done. I haven't watched all of the footage but another clip picked up two techs in the car talking, and the driver is telling his friend that he's been drifting in this car. The passenger even clarifies "THIS car?". And driver confirms.

Am I over-reacting or is this really messed up? I called the service manager and she first gave me attitude about whether this test drive was warranted, depending on what my car was brought in for. What problem could I have had that warranted a test drive with the car being floored and drifted?? She then said she'd talk with the shop foreman and give me a call on Monday.

[Taco_Bueno]

The test drive is warranted, in my opinion, to confirm the exhaust rattle was fixed.

However the conversation about drifting your car is upsetting to say the least. Not much that can be done about it though. Best decision is probably to report the incident and try to get your work done elsewhere in the future.

[Walmart Parking Lot]

They shouldn't be drifting the car, even to test anything. Hopefully you have footage of them doing it. You're not overreacting and I would tell them everything. Lawyer up if you have to.

[gprzybylski]

I would download that video walk into the service managers office and and say 4 new tires a full tank of gas new pads and rotors or....... I go to BMW Corporate office and let them know what your techs are doing with Customers cars.

[HyeM3]

I would say they were warranted in taking the car out on a test drive, but abusing the car as they did is completely unwarranted and you have every right to be pissed. If they're drifting, breaking loose in 2nd gear, and going nearly 100 mph they could've easily wrecked the car. And if they have to take customer cars out on joyrides that should tell you they probably don't drive anything exciting themselves and are likely not very skilled drivers. You should try to make a big deal about them admitting they drifted the car and try to get the dealership to at least give you a new set of rear tires

[icegrill]

WTF!?? I'd be livid.

[Likeanowl]

STRAP EM TO A CHAIR! PUT A SPONGE ON THEIR HEAD! THEYRE GETTIN ELECTROCUTED!

But in all seriousness, agree with everyone else. Absolutely not over reacting. I’d lose my mind. Demand at the very least new tires and a full tank of gas. Maybe a free oil change too. Don’t just let it slide.

[Poochie]

Relax man, I'm sure they were "professionals"

J/k F that, give them hell..

[9M71]

Drifting the car??? don't they mark tire wear on the service papers / or any additional noticeable wear on yours? I would definitely not be happy and ask for a new set of tires

[Fat Goose]

Watch out, notice every time you call a business before talking to an operator they state “this call may be recorded for customer and quality assurance.” Thats to cover their butts, you can’t record someone without their knowledge unless you have a warrant or hit “I agree” on the Alexa app.

[Blessm]

Originally Posted by Rmnelson12

Watch out, notice every time you call a business before talking to an operator they state “this call may be recorded for customer and quality assurance.” Thats to cover their butts, you can’t record someone without their knowledge unless you have a warrant or hit “I agree” on the Alexa app.

I don't know all of the laws surrounding dash cams, but I would imagine it's different if they step into my car, which in Texas is an extension of my property. I can have cameras in my home and have no obligation to disclose this to those who commit crimes on my property.

[Blessm]

I think a test drive is definitely warranted to ensure the rattle is no longer present with the new muffler, however taking the car up to 6k+ RPM and 95+ mph doesn't seem appropriate. The car was confirmed to have the rattle between 2-3k RPM, which I showed the shop foreman on the test drive around the block where I did not exceed 35mph for him to hear the noise.

[Chris@VargasTurboTech]

My position is clear, but a bit more nuanced than go/no go.

As a company representative, I have to understand how people would want their car treated, and err on the respectful side. Liability completely aside for the moment, my many interactions with people have taught me that a particular car capability, mods, or purpose (track/strip/etc) has absolutely nothing to do with how the owner uses the car, and/or how the owner would expect the car to be driven when being serviced. In a smaller company, this is pretty easy to pick up on through a conversation that you typically wouldn't have with a SA... that convo would go something like this: "we'll take it out and do a test drive -anything we need to know before we do that? Want us to get on it a bit, or more importantly, should we avoid that?" People will let you know.

Now, on a personal level since I'm remote I don't always have the luxury of using the VTT shop. I have a local place I prefer. I've established a relationship with a particular head mechanic and I've flat out told him -feel free to drive the car. If you get in an accident, that's on you (but that's what they have insurance for). I expect the car to be warmed up and allowed to cool down properly. Drive it hard, but do no abuse it and have fun! That's what it's for. I've heard him test driving it when I showed up early to pick up the car... and he's told me stories about things getting a bit sideways -but this is an established relationship; guy is a fantastic driver and I trust him. I've also told him when the tune was an untested basemap and NOT to get on it. Clear communication is key.

Incorporating all/some the above in some form or another may help in reducing undesirable situations where someone feels their property isn't being respected or valued. Ultimately someone providing service has to be able to troubleshoot things appropriately, but outside of that must err on the conservative side unless given clear communication that the leash is a bit longer.

Chris

[Darth One]

Lol I don't think anyone in good conscience would tell you that 'drifting' your car is acceptable in any circumstance

[climax_e92]

I would bring it up to the service manager. I work for Porsche, and we absolutely do not abuse customers cars like that. We do occasionally have to drive it hard when diagnosing or testing, such as brake replacements and complaints. But we still take care of the cars as if it's our own. If we were to do what happened with yours, our service director would definitely talk to us about it and rectify your concern.

[BzsBimmer]

Today is Monday. Any updates?
Did the guy really drift your car or was he just lying to his friend? Asking because you never said you saw any clips of drifting but you did say you haven’t checked all the vids.

[GordoNx3o9]

My M was in service for 9 days. After the 3rd day my dash cam was unplugged by the tech. He plugged it back in on the final day.

When I brought up this matter to my advisor he insisted that most dealerships including this one do not allow dash cams recording inside the shop, and that the tech was probably too lazy to plug it back in during test drives. :

[Blessm]

No call back from the service manager.

I am an idiot and left my micro SD card in the dash cam the last few days so it's been recording over the oldest data, which includes the first 2 days the car was in service. Luckily I still have the clip of the car breaking loose in 2nd and being taken up to 97mph, then slowing down to 80 then taking it quickly back up to 97. Also a convo of a tech calling his wife/gf a "f***ing b***h" before he answers her phone call

No drifting footage. It either got written over or the guy was just trying to sound cool

[BoxKing]

Originally Posted by Blessm

No call back from the service manager.

I am an idiot and left my micro SD card in the dash cam the last few days so it's been recording over the oldest data, which includes the first 2 days the car was in service. Luckily I still have the clip of the car breaking loose in 2nd and being taken up to 97mph, then slowing down to 80 then taking it quickly back up to 97. Also a convo of a tech calling his wife/gf a "f***ing b***h" before he answers her phone call

No drifting footage. It either got written over or the guy was just trying to sound cool

The "test drive" should have mirrored the same style of driving from when you took out the car with the service technician, since that was the benchmark which was used to establish there was a problem. You have 100% cause to take action against the service center - and I would go as hard as you can against them. As others mentioned, new tires, and breaks.... if it were me, I'd ask for an extended warranty plan to be added to your vehicle as well. Lastly, go straight to the top with this issue, and bypass all lower level employees - I'd copy BMW NA as well, as there is literally no reason why you should have to hound these ppl for a reply - when they should be treating this as a fire they need to put out ASAP!

Can't believe you let the footage overwrite... I would have viewed every second of the footage as soon as I saw/heard what was going on in my car.

[Walmart Parking Lot]

Originally Posted by Blessm

No call back from the service manager.

I am an idiot and left my micro SD card in the dash cam the last few days so it's been recording over the oldest data, which includes the first 2 days the car was in service. Luckily I still have the clip of the car breaking loose in 2nd and being taken up to 97mph, then slowing down to 80 then taking it quickly back up to 97. Also a convo of a tech calling his wife/gf a "f***ing b***h" before he answers her phone call

No drifting footage. It either got written over or the guy was just trying to sound cool

I would love to know what dealership you went to

[Rokoz]

I’d demand a new set of Michelin PS4s for your trouble and potential added wear if they were really drifting it. I’d also ask they waive any costs of the visit

[Blessm]

I just got off the phone with the service manager (who only called because I asked my service advisor for the email of the general manager of the dealership).

She wanted the situation to be considered 'handled' because she 'wrote that technician up'. I told her that does nothing for me and the fact that my car was abused. Long story short, she said for me to get my rear tires replaced I'd have to bring my car back in for them to check the tread of my tires to see if new tires were needed. I told her my tires had over 7/32" of tread currently so that wasn't the point. It's not that I need new tires right this moment.

Nothing came of it so I'm emailing the general manager.

This was at BMW Advantage in Houston. Asshats