BMW India — Complaint against no follow ups post sale

I bought BMW X4 on July 30th, 2020 from Krishna Automobiles, Chandigarh. After an year I called the insurance team to renew my car insurance. After two to three reminders and calls Madam Santosh called me for the renewal of insurance and gave me the quotation. I renewed the insurance.

Now come to the serious matter as follows:

We were on a trip to Himachal Pradesh on Sunday i.e., September 19, 2021. In the morning at 8A.M. a big stone came under the car and damaged the fuel pump and some parts and my car stopped there. I called the BMW helpline they told me that your RSA is expired, it was free only for an year and you haven’t renewed it, so we will arrange the pickup of your car which will be charged as Rs 60/Km but you have to come by your own. Me and my family was shocked that how will we go to our home which was 60kms from the location and there was no facility of cab and bus, not even other basic facilities.

So, my car was towed by the BMW RSA team and I am very thankful to that. Next morning, I visited to Krishna Automobile and meet Mr. Sudhin Gupta (Aftersales – General Manager). I asked him that your sales person have not told me that the RSA was free for just one year, which can be neglected. But who is responsible for not telling me that RSA need to be renewed. I didn’t even received a single phone call from your side for RSA renewal. He told me that this is job of insurance advisor i.e., Madam Santosh. So, what to do now, madam Santosh asked me through Service advisor Mr. Sapam Diman that sir do you want to renew it now, how disgusting is that, why should I renew now, they should atleast tell every customer that your RSA need a renewal, which they didn't. And this all was not expected at all from a big company like BMW. Otherwise what will make a difference between a luxury brand like BMW and other brands, even the brands like maruti do ask for renewal and all. So just because of not guiding/not even telling me about this RSA renewal by call, message or mail My whole family has to suffer in that unsafe remote area and simultaneously I was charged for getting my vehicle tow. And I am glad that It happened just 60km from my home otherwise it could have become a more drastic experience for me.

This was totally not expected from BMW team, I am shocked.

In my family there is a Mercedes Benz too, the staff is more cooperative and sincere than BMW team. Sorry to say but it is true. I am really very disappointed from BMW team.

Now please take a necessary action against the team who is responsible for RSA renewal.

Regards

Geeta Bhandari