BMW service center charging for diagnostic fee under warranty?

[kissemack]

So I took my 2018 M4 F83 in with 10K on the odometer for a few issues. 1. was the car on cold start is making a squeaking sound around the belt area in the front of the car until it has warmed up. They claim they are unable to duplicate the complaint. 2. The rear deck lid of the convertible is making a really bad rattling sound going over bumps. They were unable to duplicate it. 3. The 6spd transmission after a long drive is making a chatter sound when in neutral and the clutch is not engaged.

So I received a call from the service advisor and he said that the vehicle can be picked up but I am going to be charged a diagnostic fee of 2hrs because the tech was unable to duplicate the issue.

Does this make any sense??? I have owned a lot of cars in my life that have all been brand new and never has this happened. For example my previous MB E63 wagon was making odd noise and ticking on different occasions. I brought the car in 3-4 times until they could duplicate it and they completely replaced the engine. I was never charged a fee to try to duplicate this issue. I am kinda frustrated with this.

Anyone?

[11LMBiSTT]

I wouldn't pay them shieet under warranty. They should of told you that before and got your authorization if they were planning on charging you or there was a possibility of it.

Also, take them on a test drive so you can point it out to them as you will notice it better than they will.

They tried to do that with me for the trunk kick feature and I was like unhuh. But they tried to get my authorization before diagnostic charges and I fought it. But they ended up finding that it works without the OEM CF Performance diffuser and there's a SB for that when its installed, the trunk kick doesn't work correctly or at all. Total crap.

[kissemack]

Originally Posted by 11LMBiSTT

I wouldn't pay them shieet under warranty. They should of told you that before and got your authorization if they were planning on charging you or there was a possibility of it.

Also, take them on a test drive so you can point it out to them as you will notice it better than they will.

They tried to do that with me for the trunk kick feature and I was like unhuh. But they tried to get my authorization before diagnostic charges and I fought it. But they ended up finding that it works without the OEM CF Performance diffuser and there's a SB for that when its installed, the trunk kick doesn't work correctly or at all. Total crap.

I plan on going in tomorrow morning and driving with them to replicate everything. Crazy thing is I called a dealership closer to me and spoke with an advisor there and he told me they absolutely do not charge me for trying to duplicate an issue under warranty. I will never go back to this specific dealership in Georgia.

Thanks for your input!

[CanAutM3]

Charging you when they haven't fixed the problem ??? I can understand "diagnostic charges" for the time invested in fixing an issue when not under warranty. But charging without fixing .

That sounds like a complete ripoff, warranty or not ! The fact that the car is still under warranty makes this even worse. Please share the name of that stealer so other folks can scratch it off their list.

[NYBulldog]

Is he out of his fucking mind? Its called Warranty... don't pay a dollar. He's desperate to find a sucker, we won't let you be the one. Man, dealers never fail to surprise me.

[VChenz]

My CPO extended warranty (from BMW) covers one hour of diagnostics to find/replicate the problem. If they can't i can pay out of pocket for them to continue investigating. If they find something, they can then bill back the warranty for the additional diagnostic, otherwise I'm responsible for the charge.

[Groganrocket]

Yeah like the others say, don’t pay that’s ridiculous.

[behindthen0thing]

it sounds like they think your squawks are bogus and they want to charge you because they feel you've wasted their time.

Don't pay, make a scene. Complain to managers and people higher on the chain.

I would argue that their tech must be in a hurry or lacks attention to detail enough to duplicate your write ups and it's not your responsibility to compensate them for hiring incompetent mechanics fresh out of school.

[FriedPiston]

I imagine a lot of under warranty cars come in for random intermittent issues on a regular basis. This requires tech time that the dealership won't be able to bill BMWNA if they're unable to reproduce. Thus, I don't feel the dealership is doing anything wrong for passing the charges onto the customer.

However, the tech likely did not spend 2 hours attempting to reproduce all that's been reported (ask for proof if they insist). I would reason with the SA, and request for labor adjustment down to 30 minutes or an hour.

[Poochie]

Just tell them you weren't informed of any potential diagnosis fee and you want your car back.

I had a dealer try to change me for over an hour labor, to replace a fuse because they saw I had two LED bulbs, for my front turn signals, after the fact.

I told them strait up, I never agreed on that, so that sounds more like a you problem and I'm coming to get my car.

When I arrived there, I asked the SA how much I owe; she said $0.

[///MCollection]

I think that is awful and I have stuck up for the dealers before in other threads.

That would have made me sooo angry, they would be happy enough to get the paying work and can't have it both ways.

I would argue my point quite insitantly and take a photo of the invoice and then send it from your phone to bmw head office with a short message. I believe the advisor will ask what your doing and that would be one hell of a reply opertunity

[SD ///M4]

Did you buy the car new at this dealer? Shouldn't make any difference but they should definitely treat you better if you bought the car there and not give you any pushback for anything you bring the car in for under warranty.

I would ask to speak directly to the Service Manager. Anything that happens when your car is in for service is their responsibility. If you get push back from them ask to speak directly to the General Manager. Anything that happens at the dealership, whether service or sales is their responsibility.

I've had an excellent relationship with the Service Manager at the dealer where we take our cars for any work under the free maintenance plan or while under warranty He has bent over backwards to get things replaced/fixed under warranty, including replacing the engine in my wife's previous 335is Coupe under the extended warranty. We haven't bought any of our new cars there. They value our service business and we value the way we are treated there.

[kissemack]

I really appreciate everyones input. When I get there tomorrow I will speak with the service manager. I was never told about any possible diagnostic fees when the car was dropped off. I wont be an asshole about it because its hard for me to be a dick to people and I typically just chalk things up and walk away. I wont this time. Thank you everyone for your input. I will update tomorrow if anyone is curious about the outcome.

[papasmurf_m3]

Go to another dealer. Don't pay for warranty.

[IK6SPEED]

Diagnostic is only covered for an actual issue.

Someone has to pay for the diagnostic labor and if they are unable to replicate it, BMW will not reimburse them as nothing was fixed.

Sucks, but then again, otherwise you have owners wasting billable hours on imaginary problems.

If you prove the issues exist, then you can tell them to pound salt. Otherwise, you are responsible for any charges not covered by BMW Warranty. And no issues are not covered by BMW Warranty.

You agreed to it when you signed the Service Authorization.

[doug_999]

There is a chance, they drove your car, heard the noise in back going over bumps, brought it back to the shop, tore it apart, then put up on lift and saw that you have aftermarket suspension components (which they would blame on causing the noise - right or probably wrong).

I'm really curious if that's where the 2 hours is coming from.

[DDD31]

Originally Posted by IK6SPEED

Diagnostic is only covered for an actual issue.

Someone has to pay for the diagnostic labor and if they are unable to replicate it, BMW will not reimburse them as nothing was fixed.

Taking the car in for a strange noise could be an actual issue. The dealer either hears the noise and dismisses it as normal or has to keep trying to address the issue. To charge a diagnostic fee for a car under factory warranty is just plain money grabbing. I've taken my car in under warranty for issues that of course could not be replicated at the dealer and not once did they charge a diagnostic fee. Total BS by this dealer.

[IK6SPEED]

Originally Posted by DDD31

Taking the car in for a strange noise could be an actual issue. The dealer either hears the noise and dismisses it as normal or has to keep trying to address the issue. To charge a diagnostic fee for a car under factory warranty is just plain money grabbing. I've taken my car in under warranty for issues that of course could not be replicated at the dealer and not once did they charge a diagnostic fee. Total BS by this dealer.

Again, I understand your position. However, Dealerships are Independent Businesses and do not work for free. They have employees to pay. They do not work for free.

And one cannot fix what they cannot find.

The issue is actually with BMW for the way they pay warranty claims (specifically diagnostic charges). BTW, this is true of EW as well.

Suggest OP contact BMW NA Directly. Also video the issues as they happen.

To be clear, I do not like the policy either.

But I understand in a business, someone has to pay for a service and BMW will not unless a problem is found.

Thus the owner is left holding the bag.

[AIRHEIR]

Never had dealer charge me diagnostic fee while under warranty. This is BS. Don't pay.

[DDD31]

Originally Posted by IK6SPEED

Again, I understand your position. However, Dealerships are Independent Businesses and do not work for free. They have employees to pay. They do not work for free.

And one cannot fix what they cannot find.

The issue is actually with BMW for the way they pay warranty claims (specifically diagnostic charges). BTW, this is true of EW as well.

Suggest OP contact BMW NA Directly. Also video the issues as they happen.

To be clear, I do not like the policy either.

But I understand in a business, someone has to pay for a service and BMW will not unless a problem is found.

Thus the owner is left holding the bag.

I agree somebody has to pay but still really shitty by this dealer since I've never had a dealer do that to me. I guess they really don't want his future business.

[IK6SPEED]

Originally Posted by DDD31

I agree somebody has to pay but still really shitty by this dealer since I've never had a dealer do that to me. I guess they really don't want his future business.

These are extraordinary times where businesses are trying to simply survive and not lay more people off.

While it shouldn't make a difference in the grand scheme of things, I do wonder if the Dealership the OP went to was where he originally purchased car.

And btw, I had this happen on a MB at a Dealership I did not buy the car from. Took literally a year to find the issue which they did not believe existed. Finally tore into engine to find one of the O rings on piston was put in backwards at the factory.

I sold the car and never purchased another one.

[IVM3]

This should be captured as part of the dealer's cost of doing business. Most people don't bring in frivolous issues under warranty, but there will be occasional issues they can't replicate. They shouldn't be nickle and diming customers for cars under warranty.