Business ProfileforBMW of Northwest Arkansas

ASK FOR YOUR OLD PARTS AND PICTURES I took my newly purchased 2020 BMW X1 to this dealer because of a random intermittent vibration I felt in the steering wheel. The Dealer stated the problem was: a loose engine mount and an unsecured AC line. Cost to repair: $1100. Day before I picked up the car, the service advisor reached out and said I needed to have the tires balanced as “they still felt some vibration”. The cost: $99. I balked at this because he’d already assured me the proposed repairs were the problem and would solve the problem. The service advisor comped the tire balance, “for the confusion” and also gave a modest military discount after I identified myself as a veteran, More than a week later, I picked the car up and the exact same vibration occurred when driving it home. This is when I discovered the actual problem with the car wasn’t a problem at all, it was the LANE DEPARTURE WARNING, which vibrates in the steering wheel in short subtle bursts. I had no idea this was on my car or anyone’s car! After repeated calls to the dealer’s service manager, BMW of NWA defended the entire debacle and admitted no wrong doing. At the very least, the dealership should have refunded me the $179.00 diagnostic charge on principle alone. Ultimately the repair notes stated the mechanic “could not reproduce the vibration customer described”. Is this dealer trustworthy? I don’t have any way to verify the problems they say they found and fixed were actually done. And if they were ‘real’ ultimately, you could say it’s a good thing they found them and they are repaired. On the hand, I can say with absolute certainty, the ‘problem’ I brought my car to them for in the first place had NOTHING to do with what they found to be the cause.