Claimant says: "As Reported: It was early afternoon on the 11 of September 2010 and my wife and I were driving northward on interstate 77 in our 2003 X-5 that had yet to log 60,000 miles on her when a warning light appeared in the far left panel below the speedometer. The light, really a small red engine battery symbol, was something I had never seen appear except when the engine is first started and a whole array of symbols light up for a second to show the driver that they are working. I asked my wife to call the Hickory BMW de” ...Show more »

Claimant says: "As Reported: It was early afternoon on the 11 of September 2010 and my wife and I were driving northward on interstate 77 in our 2003 X-5 that had yet to log 60,000 miles on her when a warning light appeared in the far left panel below the speedometer. The light, really a small red engine battery symbol, was something I had never seen appear except when the engine is first started and a whole array of symbols light up for a second to show the driver that they are working. I asked my wife to call the Hickory BMW dealer ask for a service manager. A man came on the phone and introduced himself as a service manager. I told him our situation and that I suddenly noticed this red symbol of an engine battery. I mentioned we could not get to the manual easily, and would he tell me what the manual indicated that I should do. He asked me several questions which I responded as best I could, and told him that the vehicle was driving without any symptoms other than this lighted battery symbol. I told him that there were no unusual sounds coming from the engine, and except for a momentary ping, which sounded like a small rock hitting the underside of the vehicle, everything appeared normal. He paused then he came back on the phone and said the symbol suggested that the alternator was not charging and he said that we needed to get to a dealer as soon as we could, as the vehicle would continue to operate only as long as there was power in the battery to operate the computer. We calculated the time to get to Hickory to be around 90 minutes, and that as long as we did not shut off the engine we should be able to make it to his dealership. The reason not to shut off the engine was that the battery may not have enough power to start the engine. So we continued toward our new destination, Hickory BMW dealership. He suggested that we would be safer to stop at the Charlotte BMW dealership, as it was much closer to us as it was on the South side of Charlotte and not too far off I-77. He indicated that as it was Saturday afternoon of a long holiday weekend that Charlotte was best. The Hickory service person gave us the phone number for Charlotte and a few minutes later, I was repeating the same conversation as I had originally had with the Hickory service department. They also concurred that we should continue toward them and we went through a new series of phone calls as we drew closer to Charlotte. Information was needed so that they could prepare for our arrival, arrange a loaner should we need one, and other details about the vehicle (vin number etc???). We needed directions to get to their establishment, and while I was on the phone with one of the service persons there, we experienced what seemed to be electronic malfunction. The gages flashed on and off, the engine surged, and just about the length of time to read this sentence, what appeared to be a huge flash of smoke appeared to engulf the front of the car. With that for the first time, the engine temperature gage moved to red then back to normal and everything shut down. Still on the phone, I told the service person I would have to call him back once I arranged with AAA to send a tow truck. During this uncomfortable, hot wait, we were in touch with Charlotte service persons, as well as a very efficient secretary who later passed on information of how the tow truck should proceed to get to their facilities. We arrived close to 5:30 and were met by two men. They helped as we transferred our baggage to the loaner and they explained we would get a phone call Monday before midday as to what the problems were. With that, we continued on to Blowing Rock. Monday near noon the service person, Trevor Macintyre called to tell me that he had bad news, which was that the engine needed a new belt, and that the water pump had blown. Estimated charge was $900.00. He said the mechanic believed that what happened was the water pump failed and the then frozen pulley caused the belt to overheat and break. That did not sound logical because there would have been a major racket coming from the engine for that sequence to occur. Nonetheless, there was not much we could do, as we were a hundred miles away. I told him to proceed with the repairs. Later the next day, Trevor called again and said he had worse news. The engine had blown, the head was warped, bolts spinning in their sockets, and more items which I did not understand. He said the only remedy was to replace the engine. A rebuilt engine was located, but according to Trevor it was only around two thousand less than a brand new factory engine. With that in mind it appeared that the difference between something of unknown quality and practically no warranty vs. a two-year warranty was worth an extra $2,000. The following week (some seven days or so longer) we returned to Charlotte, and collected our vehicle. I had already arranged to use my American Express card, and although somewhat shocked to learn the actual charge to be $12,577.24 we had no other option??? especially since Trevour promised me that he had been able to get the price down from what would have been a much greater amount. The rebuilt engine, by the way, was around $7,000 he had told me earlier. At the time we left Charlotte back in our X-5 I was under the impression that I had done all that was required of me to avoid damage. The resulting damage was meant to be, I supposed. On learning what the manual actually said, which was ???Stop Immediately???. I was very angry and when I calmed down I called Charlotte and went through several people and was given the name of a Mr. Desmond (sic)(704-535-0885) who was, I was told, the General Manager of the Dealership. I left a message as no one answered, and called back the following day. I got his secretary (she said anyway), and was assured that he would call me before lunch. Several hours after lunch I called back and she told me he was on the phone and would call e directly. He did not. I called every day for a week and left messages, but he did not call. I eventually was told to call Hedrick???s Auto Group, and was routed to a Customer Service person, a Mr. Larry Walser (704-568-5550). He was not in, and I left a message with a secretary. Several days later (a Friday morning)he called and appeared not to know what I wanted (despite by then I would guess all of Charlotte and Hickory knew about my complaint and that I had put a stop on the American Express charge. I reminded him who I was and he replied something unusal... ???Yeah, they told me your wife bitched about the loaner not being an X-5). That was not a good start with a customer service person; I always thought they were supposed to at least pretend they were on the customer???s side in a dispute. He told me he was going to look into the matter, and get back to me the following Monday. He did not. I caught up to him the following Tuesday and was told that everyone was in meetings and he would have to get back to me later. He made it clear that he did not believe me when I told him what I had learned the manual actually said. He then asked me if I had ever read the manual. He inferred that I should have known what it said. I told him I most likely had read the manual the first week I acquired the vehicle (brand new) on 8/11/2003. ???And you didn???t know what it said???? he barked to me. I asked him if he had ever seen the license tag of his own car. (No answer), I continued and asked him what was the tag number? (No answer) We were lucky of course in other respects. The most important of all was that the moment the engine decided it was time to blow up and die, I was not passing a simi-18 wheeler on a two-way highway likely to then plow into an oncoming 18-wheeler. Mr. Desmond has yet to call me, and I did eventually catch Mr. Walser (he did not initiate the call he said he was going to make to me), to learn that he had just come from a meeting with everyone (was Obama there too?) and that they are convinced that their service persons did nothing wrong. Somehow I was not surprised at that response. Somehow I expected that such a company with such a grand reputation as they indicate they have, would step up to the plate and do the right thing. The right thing? I guess they did the right thing for Rick Hendrick, but not for a senior citizen from Fort Lauderdale. Since speaking with Mr. Walser, my investigations continue. My plans are to persist in this matter because BMW dealers across the country need to know that they cannot tell a driver on the road that he or she can continue driving until the battery dies (when that symbol appears on the warning panel). I have spoken with several mechanics familiar with the X-5 and all agree that for the engine to blow gaskets might be expected, but for that to render the engine a candidate for total replacement is hard to believe. Also the cost of a used or rebuilt engine as quoted to me by the dealer service people seemed high. (One mechanic picked up the phone and located an engine for less than $3,000 and estimated that a major overhaul of that engine would bring it up to the level of my old (pre Sept 11) status at a clost of around $5,000 total including the initial $3,000. Along those lines I will continue to get additional quotes. The attached Invoice has several incorrect elements: Comments as to ???Customer states?????? The only noise I heard was reported in this report, and I did not relate that to anything with the belt. Also, the only time the over-heat light moved from its normal center position was the very last second as the engine blew. Until that moment it showed no abnormal temperature. I was never given a written estimate of the repairs, (verbal first at $900 then a vague $2,000 plus or minus above a rebuilt engine. Despite verbal warranties for parts and labor (12 months) there was nothing given in writing. This recount of the events will be sent to every possible authority I can find in my attempt to bring this matter to light. The right thing? First not to ever do that again (we will see as I plan to call both Hickory and Charlotte in the near future to see what advice their service person gives. The right answers? How about, ???I really don???t know what the manual says, Mr. Cummings, my suggestion is you pull over and I will get a mechanic to speak with you once you are safely on the side of the road to see if he can advise you. Please, let me have your phone number in case we are disconnected.??? For Mr. Cummings? Compensation for the stress, discomfort and possible danger my wife and I were submitted to, discourteous actions by Mr. Desmond for not stepping up to his duties to take or return my calls, clear and obvious incorrect answer to my original question, these are matters that could have been resolved weeks ago and not allowed to fester from the sheer and absolute failure to do the right thing. John Cummings 3111 NE 22 Street, Fort Lauderdale, Florida 33305. Cell: 954-415-6896 Fax: 954-567-4354 Attached are three pages Bill from Hendrick 1&2 Page 19 from X-5 Manual*” ...Show less »